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email threading with Interaction Record


I have successfully been able to send an email from SAP cRM with the interaction record number as the tracking id but when I reply and send it

back to SAP it does not link up with the initial IR.

On sending the tracking id out the attribute I chose was generic text.

Which service do I use to decode and link the inbound.?

I have tried FG_SVCREQ and FG_SVCTKT but no luck.

I am nearly there.

any help would be great.



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  • author's profile photo Former Member
    Former Member
    Posted on Dec 12, 2013 at 06:40 AM

    Hi Padraig,

    I am not sure if this feature works for interaction record because the documentation mentions service ticket and order to be used for this.

    Anyhow, we can try checking few configs:

    Have you assigned the tracking text id in your email profile?

    The Email threading is an std feature and thus should work if the set-up is correct.

    Please refer the below link which lists out the steps to be done:

    E-Mail Threading - E-Mail Response Management System - SAP Library

    Also, remember Email threading works only if you are using ERMS for handling incoming Emails.

    Hope this helps.



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