How To Fix CRM_ERMS_WORKBENCH013 - E-mail avec objet <&1> a le statut <&2>, l'action <&3> est impossible.

SAP Error Message - Details

• Message type: E = Error

• Message class: CRM_ERMS_WORKBENCH -

• Message number: 013

• Message text: E-mail avec objet <&1> a le statut <&2>, l'action <&3> est impossible.

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

Quelle est la cause de ce problème?

Le système émet un message d'erreur et ne vous permettra pas de poursuivre cette transaction tant que l'erreur n'est pas résolue.

Réponse du système

Comment corriger cette erreur?

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.

Procédure pour les administrateurs système

Extrait du message d'erreur du système SAP. Copyright SAP SE.