Been doing research and setting up ERMS in our system. I know you set up an RFC user and do the SM59 settings to the mail server. But if the e-mail is inbound from a customer (not from a web form) to your customer.service@abc.com and it hits your exchange server, what triggers the exchange server to send it to CRM where it goes thru the routing in S028 & CRM_ERMS_WF_CUST.