Work item is not generating when getting the reply email from inquired person

[Former Member]

Hi Experts

Can you please help me for resolving the below issue

1) In the part of Incident Processing any  incident inquiry is send to employee from Incident Manager from People tab   email is triggering to particular employee and he is able to open the form and once completion of filling required data if he press send button Automatic mail is triggering with Incident Manager Mail id . But the same is not converting in to work item.not getting in to Incident manager work overview

we are maintained all configurations , if any thing is still yet to configure

1) . " SAP_EHSM_HSS_INCIDENT_EML_REC "Role assigned to Incident Manager & Mail id of IM is maintained in IM User

2) Inbound processing setup was done

Balajee

[Former Member · Accepted solution]

Hi Balajee,

Have you checked the EHSM log files in transaction SLG1 ?

This will tell you if any errors occurred in the inbound handler of the email. (Your log file shows sending of emails, I would expect to see an inbound message after the user has submitted the form). If you can't find an entry in here it is unlikely that the exit handler has been called.

I assume you are using the standard workflow template WS00500002 (for offline investigation enquiry processing?) If you look at this workflow (in transaction SWDD) you will see there is a wait step called "wait for e-mail" response which is triggered by the inbound exit class. If you are not "seeing" a work item in SAP Business Worfkflow Inbox (SWBP) it is because this event has not been triggered.

It is possible to switch on the event trace (transaction SWELS) and view it (transaction SWEL) to see if this in fact happens. Once this event is triggered, the investigator will be shown a decision task to decide if they would like to accept the information for the investigation (see screen shot of template below).

Bottom line, I would check that your inbound email is being handled correctly by the SAP system.

Kind Regards,

Warren

[Former Member · Accepted solution]

Hi Warren

I was checked the WF (00500002) & found it is activated even in graphical image also all steps are defined until closing of WF Task .

If i Check the Event Trace i found work flow is triggering and comes up to the step of  "waiting for Reply " without any errors. so i feel there may not be any issue with WF ( Screen Shots attached below) , 

Still i am unable to get the any information of replied information from the inquired person  in the logs , after send the reply to the enquiry , if i check the trace & as well as in Application log  there is no information i was getting there ,

Balajee

[Former Member · Accepted solution]

Hi Balajee,

If the workflow is still in the "waiting" step, then your inbound email configuration is likely incorrect. i.e. the inbound handler has not been triggered. This is caused either by a routing error on the email (e.g. Outlook exchange server routing rule) or on the SMTP inbound configuration (SMTP node / basis settings) or your exit class configuration (transaction SO50). Please resend the inbound email and check the trace / log files for resolution.

Good Luck,

Warren

[Former Member · Accepted solution]

Dear Warren & Edward

iam able to get the log from SLG1 for inbound processing of mails (replies for inquiries) iam getting below log , but not able to get any work item in manager work overview.

I was tested the form again using Programme "R_EHHSS_P_CR_OFFL_REC_FORMS".

Here i have once more question for processing Maintenance notification we will use   SAP_COCKPIT_EAMS_GENERIC_FUNC2 role , similarly for processing quality & service requests which roles we have assign to the concern users.

Balajee

[wayne_xy_wang · Accepted solution]

Hi, Balajee,
My EHS Management extension is 4.0. I have the same situation as your issue now. would you plealse tell me how to sort it out if this issue has been figured out.

Thanks.

[Former Member · Accepted solution]

Hi

Can you please let me know where exactly you are facing issue and do you check all above possible steps

Thank you

Balajee

[wayne_xy_wang · Accepted solution]

Hi,Balajee,

Thanks for your reply.

I have the same susituation. I sent incident inquiry to employee and he filled and send back. the outlook could receive the filled form, but no work item was generated in the incident manager work view. And workflow is still in the "waiting" step.

moreover, the other workflows still work except this one.

all the configurations as follow:

1. assign the role SAP_EHSM_HSS_EML_REC to the email user "MAILSEND".

2. the inbound email configuration

3. specify the email for the form

Can you tell me the reason and how to fix it.

[wayne_xy_wang · Accepted solution]

Would you pleas tell me the two below configurations:

1. Inbound email configuration

2. Must the Incident Manager and witness have the role "SAP_EHSM_HSS_EML_REC"?