Amrish Singh's Complete Guide to ERMS

July 14, 2017 | Author: thahirahmad | Category: Email Address, Email, Computer Mediated Communication, Network Service, Technology
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Short Description

Amrish Singh's Complete Guide to ERMS...

Description

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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How to Document for ERMS Setup

B. Configuration Steps 1.1.

SMTP and SAP Connect Basis to configure and DO

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How to Document for ERMS Setup

1.2.

RFC User

Make sure RFC user has the parameter S_A.SCON and Email address assigned

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How to Document for ERMS Setup

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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How to Document for ERMS Setup

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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How to Document for ERMS Setup

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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How to Document for ERMS Setup

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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How to Document for ERMS Setup

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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How to Document for ERMS Setup

Assigned to the Business Role

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How to Document for ERMS Setup

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How to Document for ERMS Setup

1.11.

Define Outgoing E-Mail Address Groups

1.12.

Define E-Mail Profiles

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How to Document for ERMS Setup

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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How to Document for ERMS Setup

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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How to Document for ERMS Setup

1.16. SWDD – check workflow  WS00200001 check if its activated

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How to Document for ERMS Setup

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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How to Document for ERMS Setup

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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How to Document for ERMS Setup

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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How to Document for ERMS Setup

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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How to Document for ERMS Setup

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How to Document for ERMS Setup

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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How to Document for ERMS Setup

1.8.

Transaction  So28

Client specific step

Click on the New Recipient

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How to Document for ERMS Setup

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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How to Document for ERMS Setup

[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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How to Document for ERMS Setup

Copy the Default program and Name it Z_ERMS_DEFAULT

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How to Document for ERMS Setup

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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How to Document for ERMS Setup

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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How to Document for ERMS Setup

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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How to Document for ERMS Setup

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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How to Document for ERMS Setup

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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How to Document for ERMS Setup

1.14.2.

Check the Maintain categories

Transported

1.14.3.

Email Profile

Transported As per previous dumps

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How to Document for ERMS Setup

Changed the Reply address and errors address to QA [email protected] Assigned to the Business Role

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How to Document for ERMS Setup

1.15.

Define Outgoing E-Mail Address Groups

Transported

1.16.

Define E-Mail Profiles

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How to Document for ERMS Setup

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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How to Document for ERMS Setup

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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How to Document for ERMS Setup

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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How to Document for ERMS Setup

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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How to Document for ERMS Setup

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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How to Document for ERMS Setup

In dev its Version 0002

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How to Document for ERMS Setup

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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How to Document for ERMS Setup

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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How to Document for ERMS Setup

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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How to Document for ERMS Setup

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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How to Document for ERMS Setup

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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How to Document for ERMS Setup

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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How to Document for ERMS Setup

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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How to Document for ERMS Setup

Look for the Receiver / Address , which was created in the steps above (Transaction CRMC_IC_AUIADDR)

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How to Document for ERMS Setup

[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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How to Document for ERMS Setup

Select the rule 50  RE_RULE_EXEC under the Directly Called Services

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How to Document for ERMS Setup

Then click on properties and change the POLICY name to Z_ERMS

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How to Document for ERMS Setup

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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How to Document for ERMS Setup

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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How to Document for ERMS Setup

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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How to Document for ERMS Setup

Changed the Reply address and errors address to [email protected] Assigned to the Business Role

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How to Document for ERMS Setup

2.12.

Define Outgoing E-Mail Address Groups

Transported

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How to Document for ERMS Setup

2.13.

Make sure communication methods have been set

Added 207914  INT

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How to Document for ERMS Setup

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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How to Document for ERMS Setup

Check the verification Check that workflow has started

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How to Document for ERMS Setup

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How to Document for ERMS Setup

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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How to Document for ERMS Setup

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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How to Document for ERMS Setup

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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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.

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How to Document for ERMS Setup

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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How to Document for ERMS Setup

Check Soin All looks Good

Check SWi1 All looks good now…

Check the Inbox

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How to Document for ERMS Setup

And it works…

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How to Document for ERMS Setup

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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