ERMS Consultant Guide

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Transcript of ERMS Consultant Guide

Version 2.1 July 5, 2006

ERM S H o w T o Gu i d e f o r Co n s u l t a n t s

John Burton Product Manager mySAP CRM Interaction Center

ERM S Co n f i g u r a t i o n Gu i d e a n d Ot h e r I n f o r m a t i o nRe a d t h e f o l l o w i n g d o c u m e n t s b e f o r e b e g i n n i n g a n ERM S c onfigurat ion projec t : OSS N o t e s 940882 ERMS FAQ Note

455140 Configuration of SMTP for E-Mail

882653 Set up and configure IC WebClient Agent Inbox 896925 Set up and configure ERMS for CRM 4.0 SIE 925554 ERMS documentation for CRM 5.0 896921 ERMS documentation for CRM 4.0 SIE

940883 Important ERMS correction notes for CRM 4.0 SIE

940884 Important ERMS correction notes for CRM 5.0

On l i n e H e l p & Re l e a s e N o t e s

Http://service.sap.com/releasenotes Http://help.sap.com SAP AG 2005, Title of Presentation / Speaker Name / 2

K e y ERM S Se t u p T a s k sERM S Se t u p

Create RFC system user and receiving e-mail addresses for ERMS

Configure SMTP and SAPconnect

Configure ERMS Service Manager profile (optional, but very good idea) Create ERMS Policies and Rules (extremely, utterly & completely mandatory) Create Categories (optional, good idea)

Enhance ERMS Repository (optional)

Maintain sender e-mail addresses (transaction CRM_ERMS_OUTG_EMAIL)

Activate event linking (transaction CRM_ERMS_WF_CUST)

Assign agent for e-mail handling (transaction CRM_ERMS_WF_CUST)

Map receiving e-mail address to ERMS workflow (transaction SO28)

Define receiving e-mail addresses (transaction CRMC_IC_AUIADDR)

I n t r a n s a c t i o n PFCG a d d y o u r I C M a n a g e r u s e r -I D t o r o l e : SAP_PCC_IC_MANAGER for CRM 5.0 SAP_PCC_ERMS_ADMIN for CRM 4.0

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SA Pc o n n e c t & SM T P Pl u g -I n Co n f i g u r a t i o nSAPconnect provides a direct connection to the Internet through the SMTP plug-in of the SAP Web Application Server. As of SAP Web Application Server 6.10, the SAP systems kernel supports SMTP (Simple Mail Transfer Protocol) directly without the need for the SAP Exchange Connector. The SMTP plug-in, part of the Internet Communication Manager (ICM), is a dynamic library located in the execution directory of the SAP Web Application Server instance. Quick Guide to SMTP Configuration

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SA Pc o n n e c t A d m i n / SM T P M a i l Se r v e rTransaction SCOT calls the admin interface of SAPconnect (with roles SAP_BC_SRV_COM_ADMIN and SAP_BC_SRV_GBT_ADMIN). SAPconnect settings must be made in each client. There is one SMTP node in each client that is created by the SAP system and cannot be deleted. SAPconnect Administration

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SI CF / SM T P Se r v e rIn transaction SICF, there should be one SMTP server (called SAPconnect) supplied in every SAP system. Create an additional SMTP server for each additional client. Create a service for every client in which messages are to be received using the SMTP plug-in. Creating services for SMTP plug-in

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RFC Sy s t e m U s e r f o r I n b o u n d E-M a i l sCreate a system user to process the inbound mails in each SAP client. Use transaction SU01 to create a user of the type System and assign the profile S_A.SCON to it. Creating an RFC user

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De f i n e Re c e i v i n g E-M a i l A d d r e s s e s v i a SA P M e n u

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I n b o u n d Di s t r i b u t i o n (T r a n s a c t i o n SO2 8 )Inbound Distribution enables you to start a Workflow from an incoming e-mail. The business object has to have implemented the method RECEIVE of the interface IFRECEIVE. The method can trigger an event or start a workflow directly. In SO28 an entry is created for each ERMS-managed e-mail address that links the e-mail address to the BOR object ERMS Support 2 (ERMSSUPRT2). The BOR object ERMSSUPRT2 implements a special interface IFRECEIVE that is called by SAPconnect when new e-mails arrives.Fo r n o n -ERM S I n b o x e -m a i l s , SA Pc o n n e c t f o r w a r d s t h e e -m a i l t o t h e B OR o b j e c t I CA U I SU PP (A U I : Su p p o r t o b j e c t ), w h o s e m e t h o d I FRECEI V E i s r e s p o n s i b l e f o r p r o c e s s i n g .

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M a p Re c e i v i n g A d d r e s s t o ERM S Wo r k f l o w v i a SA P M e n u o p t i o n M a i n t a i n Re c i p i e n t Di s t r i b u t i o n

Choose ERMS support 2

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A s s i g n A g e n t f o r E-M a i l H a n d l i n g v i a SA P M e n uI n t r a n s a c t i o n CRM _ERM S_WF_CU ST u n d e r ERM S 1 w o r k f l o w , e i t h e r u s e a g e n e r a l t a s k f o r ERM S d e c i s i o n i n o r d e r t o a l l o w r o u t i n g t o a l l a g e n t s (d e p e n d e n t o n Ru l e M o d e l e r r u l e s ), o r alt ernat ively spec ify individual agent s or agent groups w ho w ill b e e l i g i b l e f o r e -m a i l r o u t i n g (d e p e n d e n t o n Ru l e M o d e l e r r u l e s ).

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A c t i v a t e Ev e n t L i n k i n g i n CRM _ERM S_WF_CU ST

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M a i n t a i n Se n d e r E-M a i l A d d r e s s e s v i a SA P M e n u

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B u s i n e s s Wo r k f l o wE-mails coming from SAPconnect are internally carried by workflow work items with a SAPoffice document representing the email itself. The work items are assigned to the Interaction Center Agent Inbox of the responsible owner. For each inbound ERMS e-mail an instance of an workflow is created, which remains alive until an IC agent processes the e-mail. At this point a CRM business document is created (Service Ticket or Interaction Record) and the SAPoffice document is saved with business document. The workflow instance that carried the ERMS process to this stage is terminated and the business document takes over. Screenshot on the next page shows workitem selection of task type TS00207914 in transaction SWI1.

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B u s i n e s s Wo r k f l o w

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M o n i t o r i n g E-M a i l a n d B u s i n e s s Wo r k f l o wIn order to monitor whether incoming e-mail has reached SAPconnect use transaction SOST. E-mail can be released from SAPconnect via batch job or manually via the SAPconnect administration transaction SCOT. In order to monitor the e-mail work items once they have left SAPconnect, use transaction SWI1. Select task type TS00207914 (dialog step) to display the work item container of the e-mail including actions and factbase. N o n ERM S I n b o x e -m a i l s u s e t a s k t y p e T S0 0 1 4 0 0 8 0 3 0 . Select task type TS00207915 (background) to view, via the workflow log, the list of agents for routing. Transaction CRM_ERMS_LOGGING (Check Automatic Processing Details) can be used to display a detailed log of a selected ERMS work items (using the work item ID from SWI1) including complete rule execution results. See the attachment FAQInbox of OSS note 882653 for detailed information on how e-mails arrive into the Interaction Center Agent Inbox via SAPconnect.

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M o n i t o r i n g E-M a i l i n B u s i n e s s Wo r k f l o w (t a s k T S0 0 2 0 7 9 1 4 )

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M o n i t o r i n g E-M a i l i n B u s i n e s s Wo r k f l o w (t a s k T S0 0 2 0 7 9 1 5 )

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CRM _ERM S_L OGGI N G Ch e c k A u t o m a t i c Pr o c e s s i n g De t a i l s

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B CI (B u s i n e s s Co m m u n i c a t i o n I n t e r f a c e )Inbound e-mails come through the SAPconnect BCI (Business Communication Interface) layer. In transaction SO28 (Inbound Distribution), SAPconnect can be configured so that received emails are processed by BOR object ERMSSUPRT2 via interface IFRECEIVE. A BOR object of type SOFM (e-mail document) is created for each newly arrived e-mail, and the RECEIVE method of ERMSSUPRT2 is called with the e-mail document as a parameter. The RECEIVE method calls function module CRM_ERMS_RECEIVE_DOCUMENT to handle tasks such as raising the event MailReceived, which is the starting event for the workflow ERMS1 (WS00200001). N o n -ERM SI n b o x e -m a i l s u s e t h e w o r k f l o w i s WS1 4 0 0 0 1 6 4 .

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Ro l e o f B OR Ob j e c t ERM SSU PRT 2 i n ERM S

Receives SAPconnect e-mail

Invoked by SO28 to create SAP office document and BOR SOFM representation of e-mail Trigger ERMS1 workflow for each e-mail if event linking active

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B OR Ob j e c t ERM SSU PRT 2 Ev e n t M a i l Re c e i v e dEv e n t l i n k i n g m u s t b e a c t i v a t e d .

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ERM SU PRT 2 Ev e n t M a i l Re c e i v e d T r i g g e r s Wo r k f l o w T e m p l a t e ERM S1

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Wo r k f l o w T e m p l a t e ERM S1 Co n t a i n e rT h i s w o r k f l o w i s u s e d a s t h e c o n t a i n e r f o