Service Request is not getting generated

[former_member799786]

Service Request Should be generated when an email is Received , but when a user Confirms an Account and Sender's email address is a contact on that account then SR appears on WHR interaction record , However if the senders email address is not tied to the SOLD to it does not appear

ALL emails should generate and present an SR on the interaction record regardless of the status of the sender email address' relationship to the soldto.

Please Reply,

Thanks.

[corrine_guan]

Hello,

Not sure what do you mean 'senders email address is not tied to the SOLD to '. Do you mean actually the senders email address are not tied to any BP? Which senario are you using? Do mean you have configured ERMS, assign service manager profile,etc, and expect that a service request will be created when an Email reaches CRM? If you are using service AH_CREATE_SR, check SPRO->...->E-Mail Response Management System->Service Manager->Define Services, the class CL_CRM_ERMS_AH_CREATE_SREQ is assigned to it. According to the source codes in CL_CRM_ERMS_AH_CREATE_SREQ->IF_CRM_ERMS_SERVICE~EXECUTE, if no BP is assigned to the email, transaction won't be created.

Best Regards, Corrine