Emails from office365 to Solutionmanager ITSM inbox

[Former Member]

Dear Expers

we have already configured changemanagement and incident management in our solution manager. But we would like to send mails from office365 shared inbox to solman. so that support users can see all these mails in solman. I have seen E-mail inbox in ITSM can we use this purpose??

kindly advise the best solution...

Thank you

Ravi

[richard_pietsch · Accepted solution]

You can configure ERMS to get your mails into the solman inbox: E-MAIL INBOUND CONFIGURATION- ALM: Incident Management - SAP IT Service Management on SAP Solution M...

[Former Member · Accepted solution]

Dear Richard

Thanks for the quick reply

I have already started working on it but then i thought it was not the right one hence i raised a question..

our scenario should like this.. we have emails coming from diffrent users to a shared inbox of office 365 from this inbox we need to push mails to solman..

will that document help me for our requirements?? if yes do i need to follow only the configuration the suggested document?

please help..

Regards

Ravi

[richard_pietsch · Accepted solution]

We have a similar use case where tickets in solman get automatic created through incoming emails.

Therefore we build an own exit handler based on IF_INBOUND_EXIT_BCS for the incoming mails as the ERMS scenario did not match our requirements (I guess, the scenario in the wiki is considered for marketing/campagne management).

Anyway, you need to ensure that the mails are routed to your SAP system as SAP is not Outlook - it's not a mail client. In our case we needed to define a rule on exchange server to forward emails from the shared mailbox to an "internal" adress.

[Former Member · Accepted solution]

That sounds we need to do the same..

i have done routing mails to SAP system so i think it would similar situation like yours.

I will try to configure the same and update the ticket..

Thanks

Ravi

[richard_pietsch · Accepted solution]

You can place the exit handler in tcode SO50 for your forwarded mail account.

[Former Member · Accepted solution]

great.. how to create our own exit handler??

kindly help..

Thanks

Ravi

[richard_pietsch · Accepted solution]

check this blog from Thomas

[Former Member · Accepted solution]

Hi Rechard,

i have configured solman using the above document but i could see workflow error emails coming to my SAP inbox.

but the same email i can not see in webui.

please see attached screenshot.  i would like to get all mail from SAP inbox to webui inbox. as shown in attached screen.,

pls suggest,

Thanks

Ravi

[ahmad1011 · Accepted solution]

That document no longer exists. Any update?

[ckaberia]

I got a solution for intergration with office 365 using connectors, thank you very much. My mails are now working pearfectly with ERMS in ITSM and Office 365

[LindyC]

Hi Charles

Are you able to advise what connectors you used to achieve the intergration with Office365 ?

[ckaberia]

Hi Lindy, depending on what you would want, the below link will help you go through the Process, you only need Admin rights for office 365;

Set up connectors to route mail between Microsoft 365 or Office 365 and your own email servers | Mic....

Incase of any queries or stuck anywhere please alert me.

[ckaberia]

Hi Ravi did you ever get solution for the above; I have the same scenario and looking for a solution

[ahmad1011]

Any update to this in 2023?

[Former Member]

Ravi,

In CRM we use a tool called SAP CRM Goupware, which is intergrated with Microsoft Outlook, and since Solman also uses CRM engine I assume it should also work. It's a a free client tool, download it and configure it at client level for testing, it can be also installed at server level.As per below link they have also started supporting Office365.

Comparison of the Different Groupware Integration Technologies - Server-Based Groupware Integration ...

Thanks

Jignesh

[Former Member]

Hi,

Thanks for all your replies, I have all the information for now to proceed with configuration.

but as i mentioned i have configured the same setup with exchange server before. But now we are planing to do email inbound setup with office 365 but i am not epert in office365 hence I need your help to configure first office 365 to allow sending emails to SAP solman.

Appreciate your help to configure office365 connectors first.

Thanks

Ravi