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CRM_IC_065 - Assign Service Manager Profiles

PERFORM Short Reference   ABAP Short Reference  
This documentation is copyright by SAP AG.

In this Customizing activity, you determine which service manager profile is used during automated processing by the E-Mail Response Management System (ERMS). The determination is based upon the assignment of the service manager profile to the incoming e-mail address, the workflow task that invokes the service manager, or the combination of the two.

You have maintained service manager profiles in Customizing activity Define Service Manager Profiles.

You have maintained incoming e-mail addresses in Define Receiving E-Mail Addresses/Fax Numbers, if you want to use these addresses for determining the service manager profile.

1. Enter the Profile(Service manager profile).
2. Enter the:

• Address/Number (Incoming e-mail address)

• Object ID(Workflow task)

The object ID is the workflow task that invokes the ERMS service manager. To search for the default ERMS entries, use the search term ERMS*.

The Address/Number and Object ID are both optional fields. You can enter one, both, or none. Since there are several possible entry combinations, the system determines what service manager profile is used based upon the following search sequence:

1. Combination of incoming e-mail address and workflow task
2. Incoming e-mail address
3. Workflow task

The system continues through the list from the top to the bottom and stops once the right instance applies.

If you did not enter the incoming e-mail address and the workflow task, then the service manager profile you entered is used for all automated processing.

ROGBILLS - Synchronize billing plans   PERFORM Short Reference  
This documentation is copyright by SAP AG.

Length: 2250 Date: 20240523 Time: 154104     sap01-206 ( 38 ms )