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Due Date for Incoming Emails

devashish_bhattacharya
Active Participant
0 Kudos

Hi folks,

I have a requirement to influence the due date of Inbound emails in Agent Inbox.

Presently it takes it as the current date.

Does any of you provide some insight?

Thanks,

Devashish

Accepted Solutions (1)

Accepted Solutions (1)

devashish_bhattacharya
Active Participant
0 Kudos

Hi folks,

I achieved this using the config as per below path :

Interaction Center WebClient>Agent Inbox>Settings for Asynchronous Inbound Processing>Define Receiving E-Mail/Fax Settings.

Here you need to provide :

1. The recieving email address

2. The comm method ( choose INT for email and not 05 )

3. Work Flow priority ( I chose medium )

4. Time period ( in hours )

5. Int meas unit (H)

Regards,

Devashish

Answers (2)

Answers (2)

Sigrid
Product and Topic Expert
Product and Topic Expert
0 Kudos

Hi Devashish,

This is one option on how to define escalation times, other ones are  explained in SAP Library which I have provided to you

Defining E-Mail Escalation

Best Regards,

Sigrid

Sigrid
Product and Topic Expert
Product and Topic Expert
0 Kudos

Hello Devashish,

to set up due date, you should set up escalation for E-Mails, see SAP Library
for further information.

Best Regards,
Sigrid

devashish_bhattacharya
Active Participant
0 Kudos

Thanks, I will check this.

Do you think BADI CRM_IC_INBOX_BADI would be helpful?

devashish_bhattacharya
Active Participant
0 Kudos

Hi Sigrid,Sigrid Wieshofer

There are lot of stuff given in that link.

Would be helpful if you could just brief up what certain steps do I need to bring in place to influence the Due Date for Emails.

Thanks,

Dev