Purpose

This Workflow process is triggered whenever an error occurs during the process of sending an E-mail (when executing an E-mail campaign). If such an error occurs, a work item is sent to the assigned agent (maintained in Customizing) telling him/her to view the mailing list to determine the reason for the error.
This process sends a work item only once for a given campaign/campaign element/target group combination. For a given campaign/campaign element/target group combination, this process is therefore used to avoid too many failure /status reporting mails being sent to the agent, that is, one work item per combination is sent instead of one work item per individual error message.

Prerequisites

The event and the Workflow must be linked together in Customizing.

To activate this linkage and to assign agents for the task, access Customizing and choose Customer Relationship Management ® Basic Functions ® SAP Business Workflow ® Perform Task-Specific Customizing.
The system displays the Task Customizing Overview screen.

1. Access the component CRM-MKT-ML and click on Activate event linking.
   The system displays the Event Linkage: Event Triggering screen.
2. Open the task/event WS 10001062 (Mail on Status of Sent Documents) and set the status of the task/event SendStatusChanged Error to ACTIVATED.
3. Choose Back.
4. On the screen Task Customizing Overview, assign agents for the task TS10008193 by clicking on the column ASSIGN AGENTS next to the component CRM-MKT-ML.
5. Choose the relevant task from the folder and assign agents by choosing Agent Assignment ® Create.

Process Flow of Workflow WS10001620 (Status of the Mail Transmission Process)

The Workflow is started whenever the event ERRORSENDSTATUSREACHED is triggered for the object CRM_DOCU. This event is triggered if an error occurs while sending mails/faxes/SMS's during the execution of a campaign. This process retrieves information about the campaign, campaign element, and target group in which the error occurred. Using this information, the process checks if the error has already occurred for this combination. If the error has occurred for the first time, the process sends a work item to the agent assigned in Customizing, alerting him/her of the error. The work item is then available in the agent’s Workplace Inbox. By executing the work item, he/she can have a look at all the error mails for this combination in the mailing list.

Technical Execution

The actual procedure is implemented in the Workflow template WS10001620.

This Workflow is triggered by the event ERRORSENDSTATUSREACHED of the object CRM_DOCU.

This Workflow event is made available by the object CRM_DOCU.

Recommendations

Make a copy of the template crm_im_mail (WS10001062) and add steps wherever needed to change the business flow.