How To Fix CRM_ERMS_WORKBENCH017 - E-mail event customization is not in sync with agent inbox

SAP Error Message - Details

• Message type: E = Error

• Message class: CRM_ERMS_WORKBENCH -

• Message number: 017

• Message text: E-mail event customization is not in sync with agent inbox

Translators: You can find the labels of the agent inbox statuses in
transaction CRMC_IC_AUI_MAP_STA. You can find the labels of the e-mail
workbench statuses in table CRMD_ERMS_STAS_T. The labels of the actions
are OTR texts (transaction SOTR_EDIT, package CRM_ERMS_EMAIL_UI).

What causes this issue?

You have implemented SAP Note 1440554 in your system, and have done the
customizing described in the "Manual Activities" section of the Note.
When e-mail work items are forwarded to other users, the inbox status
remains <LS>Open</>, while in the workbench, status changes to <LS>In
Process.</> This inconsistency occurs if, in ERMS event customizing
(transaction
<DS:TRAN.CRMC_ERMS_EVENT>CRMC_ERMS_EVENT</>), the event FWD is mapped
to PRO. This is the default setting.

System Response

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

How to fix this error?

To ensure that no further inconsistencies occur when SAP Note 1440554
has been implemented, the following prerequisites must be fulfilled for
you execute the actions <LS>Set to In Queue</> and <LS>Set to In Process
</> in the e-mail workbench:
Set to In Queue
Prerequisites:
The relevant e-mails have the status <LS>In Process</> or <LS>Complete
</> in the e-mail workbench and have a corresponding dialog work item
with the status READY and/or SELECTED.
The corresponding status of the dialog work item (SELECTED) is mapped to
the agent inbox status <LS>Open</> in transaction
<DS:TRAN.CRMC_IC_AUI_MAP_STA>CRMC_IC_AUI_MAP_STA</>.
The event FWD is mapped to the ERMS status QUE in transaction
<DS:TRAN.CRMC_ERMS_EVENT>CRMC_ERMS_EVENT</>.
Set to In Process
Prerequisites:
The relevant e-mails have the status <LS>In Queue</> or <LS>Complete</>
in the e-mail workbench and have a corresponding dialog work item with
the status STARTED and/or SELECTED.
The corresponding status of the dialog work item (SELECTED) is mapped to
the agent inbox status <LS>In Process </>in transaction
CRMC_IC_AUI_MAP_STA.
The event FWD is mapped to the ERMS status PRO in transaction
CRMC_ERMS_EVENT.

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_WORKBENCH017 - E-mail event customization is not in sync with agent inbox ?

  The SAP error message CRM_ERMS_WORKBENCH017 indicates that there is a synchronization issue between the email event customization and the agent inbox in the SAP Customer Relationship Management (CRM) system. This error typically arises when the configuration settings for email events do not match the expected settings in the agent inbox, leading to inconsistencies in how emails are processed or displayed.
  Cause:
  
  Configuration Mismatch: The settings for email events in the CRM system may have been changed or not properly configured, leading to a mismatch with the agent inbox settings.
  Transport Issues: If changes were transported from one system to another (e.g., from development to production), there may be inconsistencies in the configurations.
  Missing Customization: Required customization for email events may not have been implemented or activated.
  System Updates: Updates or patches applied to the system may have altered the expected configurations.
  
  Solution:
  
  
  Check Customization Settings:
  
  Navigate to the email event customization settings in the CRM system.
  Ensure that the settings are correctly configured and match the expected values for the agent inbox.
  
  
  
  Synchronize Settings:
  
  If there are discrepancies, update the settings in either the email event customization or the agent inbox to ensure they are in sync.
  
  
  
  Review Transport Requests:
  
  If the issue arose after a transport, review the transport requests to ensure that all necessary configurations were included and correctly applied.
  
  
  
  Reconfigure Email Events:
  
  If necessary, reconfigure the email events by going through the setup process again to ensure all required settings are in place.
  
  
  
  Check for System Updates:
  
  Review any recent system updates or patches that may have affected the email event configurations and apply any necessary adjustments.
  
  
  
  Consult Documentation:
  
  Refer to SAP documentation or notes related to CRM email event handling for any specific instructions or known issues.
  
  
  
  Contact SAP Support:
  
  If the issue persists after checking the above steps, consider reaching out to SAP support for further assistance.
  
  
  
  Related Information:
  
  Transaction Codes: Familiarize yourself with relevant transaction codes such as CRMD_ORDER, CRMD_ORDERADM_H, and others that may help in troubleshooting.
  SAP Notes: Search for SAP Notes related to CRM email events and the specific error message for additional guidance and potential fixes.
  Community Forums: Engage with SAP community forums or user groups where similar issues may have been discussed, and solutions shared.
  
  By following these steps, you should be able to identify and resolve the synchronization issue causing the error message CRM_ERMS_WORKBENCH017.