Hi Michael,
Bouncing was implemented by Marketing area (CRM-MKT-ML). I suspect at this point ERMS WF is working and are receiving at CRM Agent Inbox the E-mail, if not so take a look to KBA 846041.
Make sure you have maintained entry at: SO50
Internet Mail <Recip.Addr> INT CL_CRM_BOUNCE_HANDLER 1
At your Srv. Manager Profile(CRMC_ERMS_SM_PROF) do you make use of Service: FG_BOUNCE?
At ERMS Repository (CRMC_ERMS_REPOSITORY) for Context: ERMS review definition of:
Attribute IS_BOUNCE
[x]Show Attribute
XPath Expr. /parts/bounce/is_bounce/text()
Fact Gathering Srvc: <FG Service>
Check if Service: <FG Service> = "FG_BOUNCE_DETECT" exists at CRMC_ERMS_SM_SRV,
if missing it is possible that Bouncing still could work, if Service Class/Method: CL_CRM_ERMS_FG_IS_BOUNCE=>IF_CRM_ERMS_SERVICE~EXECUTE is being called internally, for example: when Attribute IS_BOUNCE is being evaluated at a Rule's Condition within your Rule Policy.
Via CRM_ERMS_LOGGING for your <Srv.Mgr.Profile>; <BG WI>; <SOFM Key>, you may check if an exception is raising related to: "FG_BOUNCE_DETECT" and/or if mentioned class/method is being called implicitly.
In the past when dealing with problem on this topic, CRM-MKT-ML experts have outline:
In the bounce scenario several options can be chosen if a bounce is coming in:
M_VERIFICATION
UPDATE_BP_DATA
UPDATE_STATUS2
UPDATE_STATUS5
For these actions the bounce management uses the ERMS, which can be used for much more complex situations. If IS_BOUNCE is not handled in your scenario, it is likely additionally Coding (Z* Service) would be required at your side.
Regards,
Luis Vera
