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.