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Former Member
Jun 21, 2007 at 03:55 PM

Transform received email in business transaction


Hi experts,

All the incoming emails received in the IC Agent Inbox should result in a business activity, in order to feed the customer interaction history (when the mail is related to the BP Master Data).

For this purpose we performed the following customizing:

- One-to-One E-mail / Assign Transaction Types

- where we added our own business transactions - “Transaction Type for Activities from Incoming E-Mails” / …Outgoing Emails”

- Agent Inbox Settings / Communication Type Settings

- where we define the Communication Method “INT”:

Transact. Profile Z_PERFTRANS_INT

Search Profile Z_BPSEARCH

Search Type EMAIL

Resp. Funct. 00000014

Category INT

Text ID A002

However, no business activity is created!!!

Additionally, if we receive an email not related to the customer, how can we preserve the email, after the IC Agent has closed the contact? Where can we access it afterwards?

Can anyone help us regarding this issue,

Thanks in advance,