How to Configure ERMS As well as possible Issues
How to Document for ERMS Setup
Table of Contents A. B.
C.
Executive Summary............................................................................................................ 4 1. Introduction................................................................................................................... 4 Configuration Steps............................................................................................................ 5 1.1. SMTP and SAP Connect Basis to configure and DO..........................................5 1.2. RFC User............................................................................................................ 6 1.3. Setting in transaction SO16...............................................................................7 1.4. Define Receiving Email Address.........................................................................7 1.5. Transaction So28.......................................................................................... 8 1.6. Define Service Manager Profile..........................................................................11 1.7. Assign Service Manager Profile..........................................................................13 1.8. Create Rules for Routing....................................................................................13 1.9. CRM_ERMS_WF_CUST....................................................................................14 1.9.1. Click on the activate event linking.........................................................15 1.9.2. Then Assign Agents for this scenario it will be the org model. Click on the assign agents...............................................................................................16 1.10. Add the Outgoing mail crm_erms_outg_email...............................................18 1.11. Business Role Config......................................................................................... 18 1.11.1. Outgoing Email Config related to the above…using the standard transaction 005................................................................................................... 18 1.11.2. Check the Maintain categories..............................................................19 1.11.3. Email Profile.........................................................................................19 1.12. Define Outgoing E-Mail Address Groups............................................................22 1.13. Define E-Mail Profiles.........................................................................................22 1.14. Make sure communication methods have been set............................................24 1.15. Check workflow is configured and activated.......................................................25 1.16. Maintain Email address in Org............................................................................26 1.17. Check the following is set up in T77S0...............................................................27 1.18. SWDD – check workflow WS00200001 check if its activated.......................27 1.19. Test ERMS.......................................................................................................... 28 1.20. SOIN................................................................................................................... 28 1.21. Check task in SWi1 – TS00207914....................................................................28 1.22. Check the role Configured..................................................................................29 Client Specific Steps........................................................................................................... 31 1. Client Specific steps..................................................................................................... 31 1.1. Transport Rules.................................................................................................. 31 1.2. Release Transports............................................................................................. 34 1.3. Import Transport.................................................................................................34 1.4. SMTP and SAP Connect Basis to configure and DO..........................................35 1.5. RFC User............................................................................................................ 36 1.6. Setting in transaction SO16...............................................................................37 1.7. Define Receiving Email Address.........................................................................37 1.8. Transaction So28.......................................................................................... 38 1.9. Define Service Manager Profile..........................................................................40 1.10. Assign Service Manager Profile..........................................................................43 1.11. Create Rules for Routing....................................................................................43 1.12. CRM_ERMS_WF_CUST....................................................................................44 1.12.1. Click on the activate event linking.........................................................45 1.12.2. Then Assign Agents .........................................................................46 1.13. Add the Outgoing mail crm_erms_outg_email...............................................48 1.14. Business Role Config......................................................................................... 48 1.14.1. Outgoing Email Config related to the above…using the standard transaction 005................................................................................................... 48 1.14.2. Check the Maintain categories..............................................................49 1.14.3. Email Profile.........................................................................................49 1.15. Define Outgoing E-Mail Address Groups............................................................51 1.16. Define E-Mail Profiles.........................................................................................51 1.17. Make sure communication methods have been set............................................53
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How to Document for ERMS Setup
D.
1.18. Check workflow is configured and activated.......................................................54 1.19. Maintain Email address in Org............................................................................55 1.20. Check the following is set up in T77S0...............................................................56 1.21. SWDD – check workflow WS00200001 check if its activated.......................56 1.22. Test ERMS.......................................................................................................... 58 1.23. SOIN................................................................................................................... 58 1.24. Check task in SWi1 – TS00207914....................................................................58 1.25. How I fixed the above so that ERMS can work in QA.........................................60 2. Client Specific steps PRD............................................................................................. 63 2.1. SMTP and SAP Connect Basis to configure and DO..........................................63 2.2. RFC User............................................................................................................ 64 2.3. Setting in transaction SO16...............................................................................65 2.4. Define Receiving Email Address.........................................................................66 2.5. Transaction So28.......................................................................................... 67 2.6. Define Service Manager Profile..........................................................................69 2.7. Assign Service Manager Profile..........................................................................72 2.8. Create Rules for Routing....................................................................................72 2.9. CRM_ERMS_WF_CUST....................................................................................73 2.9.1. Click on the activate event linking.........................................................74 2.9.2. Then Assign Agents .........................................................................75 2.10. Add the Outgoing mail crm_erms_outg_email...............................................77 2.11. Business Role Config......................................................................................... 77 2.11.1. Outgoing Email Config related to the above…using the standard transaction 005................................................................................................... 77 2.11.2. Check the Maintain categories..............................................................78 2.11.3. Email Profile.........................................................................................78 2.12. Define Outgoing E-Mail Address Groups............................................................80 2.13. Make sure communication methods have been set............................................81 2.14. Check workflow is configured and activated.......................................................82 2.15. Maintain Email address in Org............................................................................85 2.16. Check the following is set up in T77S0...............................................................85 2.17. SWDD – check workflow WS00200001 check if its activated.......................86 2.18. Test ERMS.......................................................................................................... 87 2.19. SOIN................................................................................................................... 87 2.20. Check task in SWi1 – TS00207914....................................................................87 2.21. How I fixed the above so that ERMS can work in PRD.......................................89 Possible issues................................................................................................................... 92 1.1. Possible issues ot notes to use in order to fix incoming mails that are not coming into the agent mailbox.................................................................................................. 92
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How to Document for ERMS Setup
A. Executive Summary 1. Introduction The Document describes the Step by Step actions required to set up ERMS. Using the John Burton ERMS how to document as well as the SAP Expert ERMS under the hood document
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B. Configuration Steps 1.1.
SMTP and SAP Connect Basis to configure and DO
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1.2.
RFC User
Make sure RFC user has the parameter S_A.SCON and Email address assigned
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1.3.
Setting in transaction SO16
This activates the selection for SAP Business objects in SO28 when assigning the email addresses.
1.4.
Define Receiving Email Address Dev Receiving Mail
[email protected] Outgoing Mail
[email protected] Transaction
CRMC_IC_AUIADDR
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1.5.
Transaction So28
Click on the New Recipient
Select on the SAP object instance Then ERMS2 support 2
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Look for the Receiver / Address , which was created in the steps above (Transaction CRMC_IC_AUIADDR)
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Then type in the address to which the initial email is getting sent to and then passed back to CRM. So in this instance
[email protected] mails will get routed to
[email protected], so the recipient address has to be
[email protected] and not
[email protected].
Save
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How to Document for ERMS Setup
Define Service Manager Profile
Copy the Default program and Name it Z_ERMS_DEFAULT
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Select the rule 50 RE_RULE_EXEC under the Directly Called Services
Then click on properties and change the POLICY name to Z….._ERMS
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1.6.
Assign Service Manager Profile
Make sure you have QA and PRD addresses added in here as well. As this is transportable and need to be added in prior to going to QA.This was one of the reasons QA didn’t work on intial set up.
1.7.
Create Rules for Routing Now to create the rules in the ui… select the Service professional role and make sure you enter in the Rule policy stipulated above within the service manager profile then the work center Service Operations then rue policies
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1.8.
CRM_ERMS_WF_CUST
Assign Agent for Email Handling and activate event linking crm_erms_wf_cust
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How to Document for ERMS Setup 1.8.1.
Click on the activate event linking
Then click on the details tab ad enter in the following save.
Save
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1.8.2.
Then Assign Agents for this scenario it will be the org model. Click on the assign agents
Select the ERMS1 level and click to the top left in order to assign an Org model, not the level that is highlighted below. If you are not able to , make that level ERMS a Genreal task select Edit then Attributes.
Select the Org Unit
Click on back
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1.9.
Add the Outgoing mail
1.10.
Business Role Config
crm_erms_outg_email
Make sure the all business role Config is done
1.10.1. Outgoing Email Config related to the above…using the standard transaction 005 Transaction is active
Category INT set
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How to Document for ERMS Setup 1.10.2.
Check the Maintain categories
1.10.3.
Email Profile As per previous dumps
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Assigned to the Business Role
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1.11.
Define Outgoing E-Mail Address Groups
1.12.
Define E-Mail Profiles
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Assign the above to the business role make sure E-Mail provider is set to 2 agent inbox
Email made avialble
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Also added the following to the OP maping, so that the EMAIL work center could open up in order to send mails as well as to get the mails to open in the inbox…so that it can be viewed
1.13.
Make sure communication methods have been set
Added 207914 INT
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1.14. Transaction
Check workflow is configured and activated.
SWU3
Selected each of the relevant nodes and generated.
Check the verification
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Check that workflow has started properly for ts14008030 transaction SWI1
1.15.
Maintain Email address in Org
Make sure that the email address supportdev…………...com is maintained in the org model
Check the following is set up in T77S0
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1.16. SWDD – check workflow WS00200001 check if its activated
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1.17.
Test ERMS
Send mail to system Mail out of my outbox…
1.18.
SOIN
1.19.
Check task in SWi1 – TS00207914 Or you can leave it blank
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1.20.
Check the role Configured Check the role configured to see if the email came through
Check in the Inbox if the mail came through
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C. Client Specific Steps 1. Client Specific steps The following steps would need to be done in the QA and then PRD systems.
1.1.
Transport Rules
Select the as per steps below or transaction CRMD_ERMS_TRANS_RULE
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How to Document for ERMS Setup Look for your context being ERMS Select ERMS
Click on ADD to Transport And save to the transport request for rules
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1.2.
Release Transports
Release all your transport for ERMS and Transport of Copies as well
1.3.
Import Transport
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1.4.
SMTP and SAP Connect Basis to configure and DO
Transaction Scot ( This was done already just came in to check)
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1.5.
RFC User
Make sure RFC user has the parameter S_A.SCON and Email address assigned, had to this in QA
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1.6.
Setting in transaction SO16
Had to make the setting in QA as well
This activates the selection for SAP Business objects in SO28 when assigning the email addresses.
1.7.
Define Receiving Email Address
Came through via transports , just went in to check all is in order. Dev Receiving Mail
[email protected] Outgoing Mail
[email protected] Transaction
CRMC_IC_AUIADDR
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1.8.
Transaction So28
Client specific step
Click on the New Recipient
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Select on the SAP object instance Then ERMS2 support 2
Look for the Receiver / Address , which was created in the steps above (Transaction CRMC_IC_AUIADDR)
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[email protected] mailbox will forward emails to contact
[email protected] [email protected] mailbox will forward emails to contact
[email protected] [email protected] mailbox will forward emails to contact
[email protected]
Save
1.9.
Define Service Manager Profile
Transported
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Copy the Default program and Name it Z_ERMS_DEFAULT
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Select the rule 50 RE_RULE_EXEC under the Directly Called Services
Then click on properties and change the POLICY name to Z.._ERMS
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1.10.
Assign Service Manager Profile
Transported
1.11.
Create Rules for Routing
Rules didn’t get transported, so I was lucky to have QA open to which I created the new rules again. In any case needed to this as the Email address initially assigned was for dev so will need to have prd open to do assign correct email address again
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1.12.
CRM_ERMS_WF_CUST
Assign Agent for Email Handling and activate event linking crm_erms_wf_cust
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How to Document for ERMS Setup 1.12.1.
Click on the activate event linking
Came in to check and it was activated already
Checked the details
Clicke back
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1.12.2.
Then Assign Agents
For this scenario it will be the org model. Click on the assign agents and do again in QA.
Select the ERMS1 level and click to the top left in order to assign an Org model, not the level that is highlighted below. If you are not able to , make that level ERMS a Genreal task select Edit then Attributes.
Select the Org Unit
Click on back
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1.13.
Add the Outgoing mail
crm_erms_outg_email
Came through via Transports
1.14.
Business Role Config
Came through via transport Make sure the all business role Config is done
1.14.1. Outgoing Email Config related to the above…using the standard transaction 005 Transaction is active
Category INT set
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1.14.2.
Check the Maintain categories
Transported
1.14.3.
Email Profile
Transported As per previous dumps
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Changed the Reply address and errors address to QA
[email protected] Assigned to the Business Role
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1.15.
Define Outgoing E-Mail Address Groups
Transported
1.16.
Define E-Mail Profiles
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Assign the above to the business role make sure E-Mail provider is set to 2 agent inbox
Email made avialble
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Also added the following to the OP maping, so that the EMAIL work center could open up in order to send mails as well as to get the mails to open in the inbox…so that it can be viewed
1.17.
Make sure communication methods have been set
Added 207914 INT
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1.18. Transaction
Check workflow is configured and activated.
SWU3
Would need to do this as per screen dump below, Client specific step
Selected each of the relevant nodes and generated.
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Workflow fixed so mails should come through now..One of the dew issues experinced in QA Check the verification
Check that workflow has started
1.19.
Maintain Email address in Org
Had to do this in QA again Make sure that the email address
[email protected] is maintained in the org model for QA
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1.20.
Check the following is set up in T77S0
Setting was in QA
1.21. SWDD – check workflow WS00200001 check if its activated Came into QA and seen this was activated as well
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In dev its Version 0002
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1.22.
Test ERMS
Send mail to system Mail out of my outbox…
1.23.
SOIN
1.24.
Check task in SWi1 – TS00207914 Or you can leave it blank
One other issue expeirnced in the QA ERMS Setup
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How to Document for ERMS Setup Note this is not coming through as its an error followed the note 184601 to find out I get the "Error when processing node '0000000004' (ParForEach index 000000)" check to which I then checked note 1850076 in order to fix.
. ERMS Decision is not set to Genreal Task Set this by clicking Edit on the top then attributes
Set
Checked again by sending mail out, mail comes into SOIN as per below
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Check workflow again. SWi1
Still in error – same 00004 error
1.25.
How I fixed the above so that ERMS can work in QA
SPRO SETTING
In transaction
CRMC_ERMS_SM_PDET
Intially I only had DEV email address , Object ID for the Z Service Manager profile assigned. I then noticed this and went in to change it so I added the rest for QA and PRD to which you would need to transport across.
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How to Document for ERMS Setup Transaction SOIN , Note the internal recipient was always pulling through despite this being the issue in DEV
Then checked swi1 Magic…all completed
And it’s in the Inbox…
So you can go ahead and test with the user….
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2. Client Specific steps PRD The following steps was done in the PRD system.
2.1.
SMTP and SAP Connect Basis to configure and DO
Transaction Scot ( This was done already just came in to check)
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2.2.
RFC User
Make sure RFC user has the parameter S_A.SCON and Email address assigned, had to this in QA
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2.3.
Setting in transaction SO16
Had to make the setting in PRD as well
This activates the selection for SAP Business objects in SO28 when assigning the email addresses.
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2.4.
Define Receiving Email Address
Came through via transports , just went in to check all is in order. Dev Receiving Mail
[email protected] Outgoing Mail
[email protected] Transaction
CRMC_IC_AUIADDR
Need to come back and check if the users have access to see these if so we need to delete.
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2.5.
Transaction So28
Client specific step
Click on the New Recipient
Select on the SAP object instance Then ERMS2 support 2
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Look for the Receiver / Address , which was created in the steps above (Transaction CRMC_IC_AUIADDR)
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[email protected] mailbox will forward emails to contact
[email protected]
Save
2.6.
Define Service Manager Profile
Transported
Copy the Default program and Name it Z_ERMS_DEFAULT
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Select the rule 50 RE_RULE_EXEC under the Directly Called Services
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Then click on properties and change the POLICY name to Z_ERMS
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2.7.
Assign Service Manager Profile
Transported
2.8.
Create Rules for Routing Rules didn’t get transported, so I was lucky to have QA open to which I created the new rules again. In any case needed to this as the Email address initially assigned was for dev so will need to have prd open to do assign correct email address again
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2.9.
CRM_ERMS_WF_CUST
Assign Agent for Email Handling and activate event linking crm_erms_wf_cust
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How to Document for ERMS Setup 2.9.1.
Click on the activate event linking
Came in to check and it was activated already
Checked the details
Clicked back
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How to Document for ERMS Setup
2.9.2.
Then Assign Agents
For this scenario it will be the org model. Click on the assign agents and do again in QA.
Select the ERMS1 level and click to the top left in order to assign an Org model, not the level that is highlighted below. If you are not able to , make that level ERMS a Genreal task select Edit then Attributes.
Select the Org Unit Click on back
Noticed that ERMS Decision didn’t have General Task so I added it as this is needed. Select ERMS decision Edit then Attributes.
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This has now been added.
2.10.
Add the Outgoing mail
Came through via Transports
2.11.
Business Role Config
Came through via transport and is active Make sure the all business role Config is done
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crm_erms_outg_email
How to Document for ERMS Setup 2.11.1. Outgoing Email Config related to the above…using the standard transaction 005 Transaction is active
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How to Document for ERMS Setup Category INT set
2.11.2.
Check the Maintain categories
Transported
2.11.3.
Email Profile
Transported As per previous dumps
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Changed the Reply address and errors address to
[email protected] Assigned to the Business Role
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2.12.
Define Outgoing E-Mail Address Groups
Transported
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2.13.
Make sure communication methods have been set
Added 207914 INT
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2.14. Transaction
Check workflow is configured and activated.
SWU3
Would need to do this as per screen dump below, Client specific step Selected each of the relevant nodes and generated.
Came in and this is how workflow looked so genreated the nodes so that it looks like the above screen.
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Check the verification Check that workflow has started
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2.15.
Maintain Email address in Org
Had to do this in PRD again Make sure that the email address
[email protected] is maintained in the org model for PRD
2.16.
Check the following is set up in T77S0
Setting was in PRD
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2.17. SWDD – check workflow WS00200001 check if its activated Came into PRD and seen this was activated as well
In dev its Version 0002
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2.18.
Test ERMS
Send mail to system Mail out of my outbox…
2.19.
SOIN
2.20.
Check task in SWi1 – TS00207914 Or you can leave it blank
One other issue expeirnced in the PRD ERMS Setup
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Note this is not coming through as its an error followed the note 184601 to find out I get the "Error when processing node '0000000004' (ParForEach index 000000)" check to which I then checked note 1850076 in order to fix.
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2.21.
How I fixed the above so that ERMS can work in PRD
Issue was that there was no user assigned in the Org Model. So I assigned my self
Checked if this pulled through in crm_erms_wf_cust to which it did…I then activated all the levels just to make sure
I then went to make sure my rules were active as well.when I intially went to check it was active on yellow to which I then activated and saved and made sure its on Green.
Sent a mail from my inbox
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Check Soin All looks Good
Check SWi1 All looks good now…
Check the Inbox
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And it works…
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D. Possible issues 1.1.
Possible issues ot notes to use in order to fix incoming mails that are not coming into the agent mailbox
The following list of notes will assist if the emails are not coming through to the Agent Inbox.
1846041 - How to analyze why an ERMS inbound E-Mail is not found in the agent inbox
1850076 - ERMS inbound E-Mails Error when processing node '0000000004' ParForEach index 000000 no agents could be determined
1516469 - E-Mails to not reach Agent Inbox Container ACTIONS is empty
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