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Author's profile photo John Burton

ERMS Configuration Guides and Documentation

Many customers have asked where they can find the latest information, presentations, and configuration guides for E-Mail Response Management System (ERMS) for SAP CRM. So I’ve put together the following, hopefully comprehensive, list:

Configuration Guides

  • SAP Note 940882 (ERMS FAQ Note) that contained links to two presentations: an ERMS Overview presentation and an ERMS How-To Guide.
  • Article, “How to Set Up Threading in ERMS” by Sigrid Wieshofer
  • Updated ERMS Configuration Guide created by Amrish Singh, a Senior CRM Solution Consultant with UCS Solutions (Pty) Ltd. This updated guide is based on CRM 7.0 and includes up-to-date screens shots and instructions. **Please note that the information provided by Amrish is not part of SAP standard documentation and it is thus not a matter of or covered by SAP standard support.
  • Advanced Inbound Email Handling by Christian Drumm (how to forward emails from personal Microsoft Outlook accounts so that the emails can be processed by SAP CRM ERMS, including auto-response to original senders)

SAP Help Portal: Setting Up ERMS

Best Practices


  • SAP Note 1516469 E-Mails do not reach Agent Inbox, Container:ACTIONS is empty, Empl. and Group Responsible not filled
  • KBA 1823519 E-Mails in CRM: how to figure out the right component for SAP Note/KBA search
  • KBA 1846041 How to analyze why an ERMS inbound E-Mail is not found in the agent inbox
  • KBA 1850076 ERMS inbound E-Mails: Error when processing node ‘0000000004’ (ParForEach index 000000) – no agents could be determined
  • KBA 2086590 CRM IC: HTML content, attachment or images are not shown, when displaying an E-Mail
  • KBA 1861686 ERMS: Out of office reply to an Auto acknowledgement causes a loop
  • KBA 2146063 Problems related to triggering escalation E-Mails when using the ERMS inbound E-Mail workflow
  • KBA 2597668 Preventing issues during ERMS inbound e-mail processing by assigning required authorization to workflow user

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      Author's profile photo Maddy P
      Maddy P

      Thank you John.

      Author's profile photo Former Member
      Former Member



      where i can found information about outgoing email from service request ?



      Author's profile photo Sigrid Wieshofer
      Sigrid Wieshofer

      For information about One2One E-Mail Integration, see SAP Library.

      Author's profile photo Former Member
      Former Member



      I try to understand what is the best way to send E-mail when we change status in service request.


      can you help me with the rule modeler or something else ....



      Author's profile photo Former Member
      Former Member

      Hi Tai


      Take a look at the standard Action processing provided by SAP.


      There's loads of good documentation in SAP HELP and SCN.





      Author's profile photo Former Member
      Former Member



      You can send a link to one of the documents ...?


      Honestly, I got lost in SAP HELP and SCN ...




      Author's profile photo Former Member
      Former Member



      If you want a long lasting career in SAP you'll need to master the art of searching the online can thank me later .


      Alternatively check out the SAP CRM Best Practice can start with C78






      Author's profile photo John Burton
      John Burton
      Blog Post Author

      Agreed. Just google PPF (Post Processing Framework) actions.

      Author's profile photo Former Member
      Former Member


      Can the same configuration be used for SOLMAN ERMS too..

      thanks / Vijay.

      Author's profile photo Sanjeev Singh
      Sanjeev Singh

      Hi John , I have a Query , It would be great help If you can guide me .


      I am trying to set ERMS with Multilevel Categorization .


      Author's profile photo Sampath Narayanan
      Sampath Narayanan

      Hi John Burton Thank you for this Article. Always sharing insightful and wonderful great stuff to the community.

      Unfortunately could not access the articles in the URL mentioned in the beginning of the blog. Could you please share the latest.


      Thanks in Advance


      Author's profile photo Henning Duerholt
      Henning Duerholt

      Hi Sampath, the link to the external document has expired and we currently check if and how it can be renewed. in the meantime if you drop me a mail at henning.duerholt@sap.comĀ  I will send you a copy of the document. Thanks and best regards, Henning