e-mails not linked in ICWC business context

[Former Member]

Hi Forum,

we are using 'service confirmation' action profile for outbound mail with the service ticket tracking id and the closing date. But when the service ticket is saved in ICWC(CRM 5.0 SP8) the e-mail sent out(through action based on the status) to the customer is not seen in the business context in the service ticket.

In other case if we save a service ticket and send e-mail from the ICWC(without calling action) the e-mail is linked to the service ticket and can be seen in the business context. We want the e-mail sent out(through action) to be linked to the service ticket in the business context. Please suggest how this can be achieved.

Shridhar

[Former Member · Accepted solution]

Hello Shridhar,

As far as I know the email with tracking id will only appear in the business context once the customer has replied to the mail, not at the time it's being sent. If you want to achieve this you should use workflow and write your own logic to add the email to the business context.

Regards,

Joost

[Former Member · Accepted solution]

Hi Joost,

Thanks for the reply. Can I trigger an erms mail for service order confirmation?

Shridhar

[Former Member · Accepted solution]

Hello Shridhar,

Yes you can with workflow.

A possible solution would be to create a 'workflow event' when the service order reaches a specific user/system status (when service order is confirmed I suppose a specific status will be set?)

This can be done in transaction BSVW. Once you declared the workflow event in BSVW you can use it in the workflow builder.

Next to that you probably want to inherit the default service order business object (BUS2000116) through SWO1 and expose some attributes of your service order.

Sending an email is really easy from workflow.

Hope this helps you on track!

Regards,

Joost

[Former Member · Accepted solution]

Hi Joost,

Thanks for the reply. We are not building any workflow rather using ERMS for these requirements. can u suggest how this can be achieved in ERMS?

Shridhar

[Former Member · Accepted solution]

Hello Shridhar,

First, I must correct myself, ERMS emails you sent should also appear in the business context but only when you reload your service ticket. If this is not the case see note 954938.

ERMS is just a way to handle and route your emails, an ERMS email is exactly the same as a workflow email.

You have something that occurs in a service order and you want to send an email once this happens. You need a mechanism that is 'listening' to that specific action that happens on the service order and trigger a corresponding action.

The only way I see to do this is with workflow...

Can't help you any further on this....

Regards,

Joost

[Former Member]

The Links appearing in the Business Context are generally achieved using Doc Flow Functionality . So for this case , if you can implement some Custom Logic to add a Doc Flow entry to the Service Ticket Business Transaction when the Outbound Mail is being sent , then I think it will start appearing the Business Context.