How To Fix CRM_ERMS_WORKBENCH013 - E-mail with subject <&1> has status <&2>; action <&3> cannot be performed

SAP Error Message - Details

• Message type: E = Error

• Message class: CRM_ERMS_WORKBENCH -

• Message number: 013

• Message text: E-mail with subject <&1> has status <&2>; action <&3> cannot be performed

Translators: You can find the labels of the e-mail
workbench statuses in table CRMD_ERMS_STAS_T.

What causes this issue?

The system issues an error message and will not allow you to continue with this transaction until the error is resolved.

System Response

How to fix this error?

You can use the following actions to synchronize the agent inbox status
and the e-mail workbench status, based on the dialog work item status
(task type 207914):
Set to In Queue
Prerequisite: The relevant e-mails have the status <ZK><LS>In Process</>
</> or <ZK><LS>Complete</></> in the e-mail workbench and have a
corresponding dialog work item with the status READY and/or SELECTED.
The system changes the e-mail workbench status to <ZK><LS>In Queue </>
</>and keeps or removes the employee responsible, based on whether or
not an agent is assigned to the work item in the agent inbox. The action
fails if there is no inconsistency between the e-mail workbench and the
agent inbox, or if the status is other than the prerequisite statuses
mentioned above.
Set to In Process
Prerequisite: The relevant e-mails have the status <ZK><LS>In Queue</>
</> or <ZK><LS>Complete</></> in the e-mail workbench and have a
corresponding dialog work item with the status STARTED and/or SELECTED.
The system changes the e-mail workbench status to <ZK><LS>In Process</>
</>and sets the agent that is assigned to the work item in the agent
inbox as the employee responsible. The action fails if there is no
inconsistency between the e-mail workbench and the agent inbox, or if
the status is other than the prerequisite statuses mentioned above.
Set to Complete:
Prerequisite: The relevant e-mails have the status <ZK><LS>In Queue</>
</> or <ZK><LS>In Process</></> in the e-mail workbench.
You can use this action to do the following:
To set an e-mail to <ZK><LS>Complete</></> in the agent inbox and the
e-mail workbench, with the IC manager as the employee responsible.
To synchronize an e-mail with the agent inbox, if the status is <ZK>
<LS>In Queue</></> or <ZK><LS>In Process</></> in the e-mail workbench,
and if the dialog work item status is COMPLETED. The IC manager is set
as the employee responsible.
For other use cases, the action will fail, for example, if the e-mail
status is other than the prerequisite status.

Procedure for System Administrators

Error message extract from SAP system. Copyright SAP SE.

Smart SAP Assistant

• What is the cause and solution for SAP error message CRM_ERMS_WORKBENCH013 - E-mail with subject <&1> has status <&2>; action <&3> cannot be performed ?

  The SAP error message CRM_ERMS_WORKBENCH013 typically occurs in the context of the SAP Customer Relationship Management (CRM) system, particularly when dealing with the Email Response Management System (ERMS). This error indicates that an email with a specific subject and status is in a state that prevents a certain action from being performed.
  Cause:
  The error message can arise due to several reasons:
  
  Email Status: The email may be in a status that does not allow the requested action. For example, if the email is already processed, archived, or in a state that is not editable.
  Action Restrictions: The action you are trying to perform (like forwarding, replying, or closing) may not be allowed for the current status of the email.
  Configuration Issues: There may be configuration settings in the ERMS that restrict certain actions based on the email's status.
  User Permissions: The user may not have the necessary permissions to perform the action on the email.
  
  Solution:
  To resolve the error, consider the following steps:
  
  Check Email Status: Review the status of the email in question. If it is in a completed or archived state, you may need to change its status or select a different email to perform the action.
  Review Action Validity: Ensure that the action you are trying to perform is valid for the current status of the email. Refer to the documentation or help resources for the specific actions allowed for each status.
  Configuration Review: If you have access, check the configuration settings in the ERMS to see if there are any restrictions on actions based on email status.
  User Permissions: Verify that your user role has the necessary permissions to perform the action. If not, contact your system administrator to adjust your permissions.
  Consult Documentation: Refer to SAP documentation or support resources for more detailed information on the specific error message and its context.
  
  Related Information:
  
  SAP Notes: Check SAP Notes for any known issues or patches related to this error message.
  Transaction Codes: Familiarize yourself with relevant transaction codes in SAP CRM that may help in troubleshooting or managing emails (e.g., CRMD_ORDER for managing CRM orders).
  Support Community: Engage with the SAP Community or forums for insights from other users who may have encountered similar issues.
  
  If the problem persists after following these steps, it may be beneficial to contact SAP support for further assistance.