CRM: Unable To Create Case From ERMS Unstructured Email

(Doc ID 1452961.1)

Last updated on AUGUST 02, 2016

Applies to:

PeopleSoft Enterprise CRM Multichannel Communications - Version 9.1 and later
Information in this document applies to any platform.


Cases are not being created from incoming emails

Can see them under CorrespondenceMgt > Search Inbound Emails, so process is working.
Updated the GRoup Worklist associated with the mailbox as follows:
Checked 'Group Worklist is ERMS Queue' and 'Create Case for every new inbound Email',  also set the appropriate values for BUSINESS_UNIT and TEMPLATE Family under the Case Defaults section. No cases are ever created, however.

Errors in RB_MAILROUTE trace:


HTTP error - status code 902 - Connect Failed.  Please check REN server. (162,1459) RB_WF_WORKLIST.E RMSWorklist.OnExecute  Name:NotifyToQ  PCPC:1183  Statement:32 Called from:RB_EM_IB.GBL.SavePostChange  Statement:79

This error NotifyToQ should be because Event Notification wasn't set to Yes.  And the reason it's set to No is because app server couldn't boot it when it was set to Yes.

CMDTUX_CAT:1685: ERROR: Application initialization failure
CMDTUX_CAT:827: ERROR: Fatal error encountered; initiating user error handler


Your request cannot be completed at this time. (162,1693) RB_WF_WORKLIST.ERMSWorklist.OnExecute  Name:AssignToQ  PCPC:775  Statement:18

Called from:RB_WF_WORKLIST.ERMSWorklist.OnExecute  Name:AssignEM  Statement:231

Called from:ERMS.InboundEmail.Lib.SaveProcessing.OnExecute  Name:PerformWLRouting  Statement:41

Called from:RB_EM_IB.GBL.SavePreChange  Statement:13


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