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Email routing with valid service ticket tracking text

Former Member
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99

Hi Experts,

I am currently configuring ERMS (CRM 2007, WEB UI). When an email is sent with a valid service ticket tracking text, we can use the rule modeler standard action to route the email to the Service Ticket Responsible. In this case does the u201CResponsible Groupu201D also get populated for the email in Agent Inbox (based on the Service ticket Responsible Group)?

Right now this functionality is not working in my system, thatu2019s the reason I want to confirm if this is ever possible.

Regards,

Ronit

Edited by: Ronit Agarwal on Jul 13, 2009 12:51 PM

Edited by: Ronit Agarwal on Jul 14, 2009 5:26 AM

Accepted Solutions (0)

Answers (3)

Answers (3)

former_member217922
Active Participant
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Hi Ronit,

You must create a rule in the Rule Modeler to track the e-mails with tracking ID to the responsible or initial service ticket.

Try this:

If
     Service Ticket Responsible Is Not Equal To ""
Then
     Route to Service Ticket Responsible (Route To (On Exception) = "")

Best Regards,

Heber Olivar

Former Member
0 Kudos

Hi Ronit

Is the Service Ticket employee responsible getting populated for the email in Agent Inbox?

Regards

Rupesh

Former Member
0 Kudos

Hi Ronit

This is absolutely possible through standard ERMS configuration.

Please ensure you service manager profile has the following Directly called services in this order:

SVC_PARAMS

FG_WEBFORM

FG_BP

FG_EMAIL

FG_WI_CONT

FG_SVCTKT

RE_RULE_EXEC

AH_DEF_ROUTING

UT_WORKITEMTEXT

UT_ERMS_REPLICAT

Further details can be found at: https://websmp208.sap-ag.de/crm-inst. Under CRM 5.0, John Burtons documents on ERMS are well worth readings.

Regards

Arden