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Former Member
Feb 06, 2016 at 07:23 PM

ERMS Incident creation via e-mail in SOLMAN 7.1 SPS13

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Hi All,

I followed all the steps in the blog -

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

How ever this blog doesn't explain Rule Policies to create an incident via email.


I created rule policy as per the rule details ..

IfE-Mail Subject Contains "Test"ThenSend Auto Acknowledgement ( Mail Form = Zemail form; Outgoing E-Mail Address = testsaphelp@xxx.com; Create Interaction Record = No; Create Service Order = No; Create Service Request = Yes ) andRoute EMail ( Organizational Object = Basis support Team ) andStop Further Rule Processing


but incident is not getting created.


Email is getting received in SOIN and auto notification is sent to receiver (but without Incident Number and also the Incident is not getting created in the UI)


Also referred and implemented the manual activities as in snotes - 1724280; 1616660; 1596134 too along with

1846041 - How to analyze why an ERMS inbound E-Mail is not found in the agent inbox


Referred most of the blogs on the CRM / ERMS / SOLMAN which have this incident creation subject - but unable to create the incident.

Any help is really appreciated.


Thanks / Vijay.