Automation with SAP SRM

Hello Gurus ,

We are planning for using some automation concept in our SAP SRM 7.0 Ehp2 for our client. Has anyone used automation concept for SAP SRM. Please provide some guidelines or some information would be appreciated. (Automation in terms of solving L1 issues like user creation , substitute , etc via email no need to do manual work ).

Thanks

Gaurav Gautam