How To Fix CRM_ERMS_WORKBENCH017 - Cutomizing pour l'événement e-mail n'est pas synchrone avec CorbArrAgent

SAP Error Message - Details

• Message type: E = Error

• Message class: CRM_ERMS_WORKBENCH -

• Message number: 017

• Message text: Cutomizing pour l'événement e-mail n'est pas synchrone avec CorbArrAgent

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).

Quelle est la cause de ce problème?

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.

Réponse du système

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

Comment corriger cette erreur?

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.

Procédure pour les administrateurs système

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