Amrish Singh's Complete Guide to ERMS

How to Configure ERMSAs well as possible

Issues

How to Document for ERMS Setup

Table of ContentsA. Executive Summary............................................................................................................4

1. Introduction...................................................................................................................4B. Configuration Steps............................................................................................................5

1.1. SMTP and SAP Connect Basis to configure and DO..........................................51.2. RFC User............................................................................................................61.3. Setting in transaction SO16...............................................................................71.4. Define Receiving Email Address........................................................................71.5. Transaction So28..........................................................................................81.6. Define Service Manager Profile..........................................................................111.7. Assign Service Manager Profile..........................................................................131.8. Create Rules for Routing....................................................................................131.9. CRM_ERMS_WF_CUST....................................................................................14

1.9.1. Click on the activate event linking.........................................................151.9.2. 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...............................................181.11. Business Role Config.........................................................................................18

1.11.1. Outgoing Email Config related to the above…using the standard transaction 005...................................................................................................181.11.2. Check the Maintain categories..............................................................191.11.3. Email Profile.........................................................................................19

1.12. Define Outgoing E-Mail Address Groups............................................................221.13. Define E-Mail Profiles.........................................................................................221.14. Make sure communication methods have been set............................................241.15. Check workflow is configured and activated.......................................................251.16. Maintain Email address in Org............................................................................261.17. Check the following is set up in T77S0...............................................................271.18. SWDD – check workflow WS00200001 check if its activated.......................271.19. Test ERMS.........................................................................................................281.20. SOIN...................................................................................................................281.21. Check task in SWi1 – TS00207914....................................................................281.22. Check the role Configured..................................................................................29

C. Client Specific Steps...........................................................................................................311. Client Specific steps.....................................................................................................31

1.1. Transport Rules..................................................................................................311.2. Release Transports............................................................................................341.3. Import Transport.................................................................................................341.4. SMTP and SAP Connect Basis to configure and DO..........................................351.5. RFC User............................................................................................................361.6. Setting in transaction SO16...............................................................................371.7. Define Receiving Email Address........................................................................371.8. Transaction So28..........................................................................................381.9. Define Service Manager Profile..........................................................................401.10. Assign Service Manager Profile..........................................................................431.11. Create Rules for Routing....................................................................................431.12. CRM_ERMS_WF_CUST....................................................................................44

1.12.1. Click on the activate event linking.........................................................451.12.2. Then Assign Agents .........................................................................46



1.15. Define Outgoing E-Mail Address Groups............................................................511.16. Define E-Mail Profiles.........................................................................................511.17. Make sure communication methods have been set............................................53

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1.18. Check workflow is configured and activated.......................................................541.19. Maintain Email address in Org............................................................................551.20. Check the following is set up in T77S0...............................................................561.21. SWDD – check workflow WS00200001 check if its activated.......................561.22. Test ERMS.........................................................................................................581.23. SOIN...................................................................................................................581.24. Check task in SWi1 – TS00207914....................................................................581.25. How I fixed the above so that ERMS can work in QA.........................................60

2. Client Specific steps PRD.............................................................................................632.1. SMTP and SAP Connect Basis to configure and DO..........................................632.2. RFC User............................................................................................................642.3. Setting in transaction SO16...............................................................................652.4. Define Receiving Email Address........................................................................662.5. Transaction So28..........................................................................................672.6. Define Service Manager Profile..........................................................................692.7. Assign Service Manager Profile..........................................................................722.8. Create Rules for Routing....................................................................................722.9. CRM_ERMS_WF_CUST....................................................................................73

2.9.1. Click on the activate event linking.........................................................742.9.2. Then Assign Agents .........................................................................75



2.12. Define Outgoing E-Mail Address Groups............................................................802.13. Make sure communication methods have been set............................................812.14. Check workflow is configured and activated.......................................................822.15. Maintain Email address in Org............................................................................852.16. Check the following is set up in T77S0...............................................................852.17. SWDD – check workflow WS00200001 check if its activated.......................862.18. Test ERMS.........................................................................................................872.19. SOIN...................................................................................................................872.20. Check task in SWi1 – TS00207914....................................................................872.21. How I fixed the above so that ERMS can work in PRD.......................................89

D. Possible issues...................................................................................................................921.1. 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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A. Executive Summary1. 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 Steps1.1. SMTP and SAP Connect Basis to configure and DO

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1.2. RFC UserMake 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 DevReceiving Mail [email protected] Mail [email protected]

Transaction CRMC_IC_AUIADDR

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mailto:[email protected]



1.5. Transaction So28

Click on the New Recipient

Select on the SAP object instanceThen 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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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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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 crm_erms_outg_email

1.10. Business Role ConfigMake 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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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. Check workflow is configured and activated.Transaction 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 ERMSSend mail to system

Mail out of my outbox…

1.18. SOIN

1.19. Check task in SWi1 – TS00207914Or you can leave it blank

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1.20. Check the role ConfiguredCheck 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 Steps1. 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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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 TransportsRelease 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 DOTransaction Scot ( This was done already just came in to check)

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1.5. RFC UserMake 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 SO16Had to make the setting in QA as well


1.7. Define Receiving Email Address Came through via transports , just went in to check all is in order.

DevReceiving Mail [email protected] Mail [email protected]


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1.8. Transaction So28Client specific step


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



Save

1.9. Define Service Manager ProfileTransported

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Then click on properties and change the POLICY name to Z.._ERMS

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1.10. Assign Service Manager ProfileTransported


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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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 Org Unit

Click on back

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1.13. Add the Outgoing mail crm_erms_outg_emailCame through via Transports

1.14. Business Role ConfigCame through via transport

Make sure the all business role Config is done



Category INT set

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Transported


TransportedAs per previous dumps

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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 GroupsTransported

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


Added 207914 INT

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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 that workflow has started

1.19. Maintain Email address in OrgHad 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 T77S0Setting was in QA


Came into QA and seen this was activated as well

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In dev its Version 0002

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1.23. SOIN


One other issue expeirnced in the QA 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.

. 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 QASPRO 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…

So you can go ahead and test with the user….

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2. Client Specific steps PRDThe following steps was done in the PRD system.

2.1. SMTP and SAP Connect Basis to configure and DOTransaction Scot ( This was done already just came in to check)

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2.2. RFC UserMake 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 SO16Had 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.

DevReceiving Mail [email protected] Mail [email protected]


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 So28Client specific step



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Save

2.6. Define Service Manager ProfileTransported


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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 ProfileTransported


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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Came in to check and it was activated already

Checked the details

Clicked back

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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_emailCame through via Transports

2.11. Business Role ConfigCame through via transport and is active

Make sure the all business role Config is done

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Category INT set


Transported


TransportedAs per previous dumps

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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 GroupsTransported

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Added 207914 INT

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


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 that workflow has started

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2.15. Maintain Email address in OrgHad 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 T77S0Setting was in PRD

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Came into PRD and seen this was activated as well

In dev its Version 0002

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2.19. SOIN


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 PRDIssue 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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Documents

Amrish Singh's Complete Guide to ERMS