ERMS Email Completed on End button

[luis_cortez]

I was expecting that after interacting with an ERMS E-mail from the Agent Inbox and then clicking the End button in the toolbar, the E-mail would get set to completed. Is standard functionality supposed to set it to Completed or should it remain In Process until I manually set it to Completed?

Thanks

[Former Member]

We have noticed the following behavoir:

Interact > Create IR > End - Email Stays In Process

Interact > Create IR > Reply to Email >End - Email Set to Complete automatically

Interact > Create IR > Create Service Request > End - Email Stays In Process

Interact > Create IR > Create Service Request > Reply to Email > End - Email Stays in Process

We implemented note 1581716 WorkItem/Email not completed after End and Reply Email ERMS. From this note is would seem to imply the email stays in progress unless you reply..and some scenarios above are a bug. Any idea on what true functionality should be for this release?

7.0 - SAPKU70009

Also, in the ERMS Reporting > Event Table - Event Complete (COM) has no Status entry linked to it. Should this event table ever be maintained? We've noticed the all the emails set to complete in the agent inbox have the status In Queue in the Email Work Bench.

Thanks

[former_member686731]

Hi Thomas White,

Parallel to your call, you opened:

>Message Number : 0020079747 0000510422 2011

>Short Text: ERMS Email Status not set correctly on End

which SAP-AG recommended SAP Note: 1555986.

Luis Vera

AGS Primary Support, Business Suite & Technology

[Former Member]

Take a look at OSS note 1366865. We used this note to fix an issue where when an agent interacted with an email it automatically set it to Completed. This note makes sure that when an agent interacts with an email it is set to In Process until they hit the End button. Once the End button is chosen, it should Complete the item. This way, if the system times out on them or if they receive an error as they're working with the email, it doesn't show it as completed when they log back in and do a search to locate it again.

[former_member187490]

Actually you are correct. Selecting an email and presssing the Interact button should automatically set the (email) workflow item to status complete and generate an Interaction Record. It should not be necessary to manually set the workflow item to complete.

[Former Member]

You have to manually set it to "Complete". Generally, all the buttons on the toolbar don't affect anything on the Agent Inbox.