Amrish Singh's Complete Guide to ERMS

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As well as possible

Issues

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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

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1.2. RFC User

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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]

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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].

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Define Service Manager Profile

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Select the rule 50  RE_RULE_EXEC under the Directly Called Services

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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

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1.8.1. Click on the activate event linking

Then click on the details tab ad enter in the following 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

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1.9. Add the Outgoing mail 

crm_erms_outg_email

1.10. Business Role Config

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

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1.10.2. Check the Maintain categories

1.10.3. Email Profile

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1.11. Define Outgoing E-Mail Address Groups

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Assign the above to the business role make sure E-Mail provider is set to 2 agent inbox

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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

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1.14. Check workflow is configured and activated.

Transaction  SWU3

Selected each of the relevant nodes and generated.

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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

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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

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1.20. Check the role Configured

Check the role configured to see if the email 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

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Look for your context being ERMS

Select ERMS

Click on ADD to Transport

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1.2. Release Transports

Release all your transport for ERMS and Transport of Copies as well

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1.4. SMTP and SAP Connect Basis to configure and DO

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1.5. RFC User

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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

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1.8. Transaction  So28

Client specific step

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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

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Select the rule 50  RE_RULE_EXEC under the Directly Called Services

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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

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1.12.1. Click on the activate event linking

Came in to check and it was activated already

Checked the details

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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 Org Unit

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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

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1.14.2. Check the Maintain categories

Transported

1.14.3. Email Profile

Transported

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

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1.15. Define Outgoing E-Mail Address Groups

Transported

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Assign the above to the business role make sure E-Mail provider is set to 2 agent inbox

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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

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1.18. Check workflow is configured and activated.

Would need to do this as per screen dump below, Client specific step

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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

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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

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1.22. Test ERMS

1.23. SOIN

1.24. Check task in SWi1 – TS00207914

Or you can leave it blank

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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.

. ERMS Decision is not set to Genreal Task Set this by clicking Edit on the top then attributes

Set

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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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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…

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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

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2.2. RFC User

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2.3. Setting in transaction SO16

Had to make the setting in PRD as well

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2.4. Define Receiving Email Address

Came through via transports , just went in to check all is in order. Dev

Transaction  CRMC_IC_AUIADDR

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2.5. Transaction  So28

Client specific step

Click on the New Recipient

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[email protected] mailbox will forward emails to contact [email protected]

Save

2.6. Define Service Manager Profile

Transported

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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

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2.9.1. Click on the activate event linking

Came in to check and it was activated already

Checked the details

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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 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 

crm_erms_outg_email

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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2.11.1. Outgoing Email Config related to the above…using the standard

transaction 005

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Category INT set

2.11.2. Check the Maintain categories

Transported

2.11.3. Email Profile

Transported

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Changed the Reply address and errors address to [email protected]

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2.12. Define Outgoing E-Mail Address Groups

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2.13. Make sure communication methods have been set

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2.14. Check workflow is configured and activated.

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

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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

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2.17. SWDD – check workflow  WS00200001 check if its

activated

Came into PRD and seen this was activated as well

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2.18. Test ERMS

2.19. SOIN

2.20. Check task in SWi1 – TS00207914

Or you can leave it blank

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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.

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Check Soin All looks Good

Check SWi1

All looks good now…

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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

Amrish Singh's Complete Guide to ERMS

As well as possible

Issues

Table of Contents

A. Executive Summary

1. Introduction

B. Configuration Steps

1.2.

RFC User

1.3.

Setting in transaction SO16

1.4.

Define Receiving Email Address

1.5.

Transaction  So28

Define Service Manager Profile

1.6.

Assign Service Manager Profile

1.7.

Create Rules for Routing

1.8.

CRM_ERMS_WF_CUST

1.8.1.

Click on the activate event linking

1.8.2.

Then Assign Agents  for this scenario it will be the org model. Click

on the assign agents

1.9.

Add the Outgoing mail 

crm_erms_outg_email

1.10.

Business Role Config

1.10.1.

Outgoing Email Config related to the above…using the standard

transaction 005

1.10.2.

Check the Maintain categories

1.10.3.

Email Profile

1.11.

Define Outgoing E-Mail Address Groups

1.13.

Make sure communication methods have been set

1.14.

Check workflow is configured and activated.

1.15.

Maintain Email address in Org

1.16.

SWDD – check workflow  WS00200001 check if its

activated

1.17.

Test ERMS

1.18.

SOIN

1.19.

Check task in SWi1 – TS00207914

1.20.

Check the role Configured

C. Client Specific Steps

1. Client Specific steps

1.1.

Transport Rules

1.2.

Release Transports

1.4.

SMTP and SAP Connect Basis to configure and DO

1.5.

RFC User

1.6.

Setting in transaction SO16

1.7.

Define Receiving Email Address

1.8.

Transaction  So28

1.10.

Assign Service Manager Profile

1.11.

Create Rules for Routing

1.12.

CRM_ERMS_WF_CUST