Unable to create Incident using ERMS Inbound configuration

[Saikumar]

Hello All ,

We have set up email inbound with ERMS following given wiki

<link removal>
Emails are reaching the inbox but not able to trigger a automatic incident . Also Manual creation of Incident is not happening .

"In the provided implementation and configuration guide of ERMS for Solution Manager, the incident is not supposed to be first created automatically."

Refereed this note

2430345 - Cannot create Incidents and Service Request from Inbox

But still issue persists . Any other hints to check on rule policy or Service Manager Profiles . Rule condition script would be helpful .

Thanks a lot .

Regards,

Sai

[Saikumar · Accepted solution]

Hello All,

We are able to fix this issue with the help of ABAP colleagues as work around . We debug the create incident manually and found that the entry in the table CRMC_ERMS_ACTN against action service CREATEINC contain IMMEDIATE_EXEC checked ,after we remove the check mark we were able to create the incident from EMAIL inbox manually and then Automatically .

However SAP later also confirmed the same to remove this entry from the table , but they were not sure on how this entry checked for immediate execution though all the configuration was setup correctly . They have later released a note with this workaround .

Thank you .

Regards,

Sai

[former_member623773 · Accepted solution]

Hello Sai,

I am able to create the incident automatically but manually it's not working for me can you please tell me the note number?

Regards

Abhinav

[Saikumar]

Hello Abhinav ,

Referring note is 2670446 - ITSM Inbox: incidents not created automatically out of inbound email

Thank you .

Regards,

Sai