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No function to create incident from incoming e-mail?

We're implementing the ITSM scenario on SolMan 7.1. I've followed the excellent wiki and I now get the e-mails in the inbound e-mail inbox of my Dispatcher role. However, there's no function to create an incident as a follow-up to the e-mail. I haven't seen this scenario working, so I don't know exactly what it should look like. If anybody finds a good YouTube link, I'd be happy to see it.

Anyway, I'd expect a button Create Incident or similar. There's none (see picture below). The Create functions seen in the left-hand side don't count, as they don't relate to the e-mail I've opened. I want the incident to pick up data, like sender, header, dates, from the e-mail.

Everything should be quite standard. As the wiki says,

By using the inbound e-mail inbox, service desk employees are able to create an incident or service request from an e-mail with a single click.

Now, where should I do this 'single click'?

How can I create an incident from an incoming e-mail?

I don't see the function. Also, I can't find the config spot where we define what transactions can be created out of the e-mail. Something like a PPF definition for the incoming e-mail.

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2 Answers

  • Best Answer
    Oct 29, 2015 at 02:22 PM

    Hi Arto,

    Before you get into that screen, you should have a button in your inbox to create the incident/service request. Just watch this demo to see this process in action:

    https://websmp206.sap-ag.de/~sapidb/011000358700001066702013E

    Also, if you want to create the service request automatically through ERMS, take a look into attachment of note 1596134, it's a good starting point 😊

    Kind regards,

    Garcia

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    • Bruno, thanks for the demo link! It answered my question about how it should work.

      Apparently I'm still missing some config, as the function gives the error message 'No text customizing found for ERMS scenario'. Anyway, now I'm on the right track!

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    Former Member
    Oct 30, 2015 at 07:05 AM

    Hi Arto

    Yes, you can proceed with ERMS functionality, you can create the incidents/service request from the incoming mails, also the emails exchanged between support team and end user will get automatically attached.

    Please find below configuration guide for same

    E-MAIL INBOUND CONFIGURATION- ALM: Incident Management - SAP IT Service Management on SAP Solution Manager - SCN Wiki

    Please note that there is licensing cost associated with the ERMS,

    Thanks

    Rishav

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