Attach Email to Service Ticket

[Former Member]

Dear expert,

I'm using CRM 5.0. I would like to attach an incoming email to a service ticket in the IC WebClient. But I don't see any functionality for that.

I can display emails and service tickets in the IC WebClient and I don't know how to link them together.

Thanks for your help,

Best regards,

Stephanie

[Former Member · Accepted solution]

Oh, in fact, there is a view in the Service Ticket where I can see attached emails. (Business Context View).

So, when I create a service ticket and generate an email from this service ticket, I see the link in the Business Context View of the Service Ticket.

However, when people reply to this email, we will receive an email in the system but without link to the Service Ticket.

Is there a way to add - manually or automatically - this email to my service ticket in ICWC?

(Sorry to be confused in my question)

Thanks for your help

Best regards

Stephanie

[Former Member · Accepted solution]

Hi Stephanie,

I know that business context view is already there as SAP standard. But the problem is with incoming mails.

I can think of a crude solution which we have implemented. You can put the document number in the subject of the outgoing mails and when the customer replies, you can have a logic to scan the subject of the incoming mail and then link the mail with the case in the doc. flow. But this is not full-proof.

This has to be done manually.

Reward if this helps...

Regards

Sudipta

[Former Member]

Thanks Sudipta. Does it mean that if I want to manually or automatically link an email to a service ticket, I'll need to implement a custom view and a search API?

Thanks

Stephanie

[Former Member]

Hello Stephanie,

At the moment in ICWC service ticket, we do not have any consolidated view to show the related Emails of a service ticket.

I am doing a custom development project for a CRM 2006s ramp-up customer where I am building a seperate view in service ticket for this.

You can develop this functionality on your own by building a search API which will get the email details from the doc. flow of the case and get this search result object to display in a custom-built view.

Reward if this helps!

Best regards,

Sudipta Sarma

Message was edited by:

Sudipta Sarma