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ERMS mail form

Hi all, in solman 7.2 we configured ERMS for processing incidents.

How can i add to mail form text from incident which i send to user in status customer action? a can't find attribute for it from standart set's.

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3 Answers

  • Feb 12 at 06:17 AM

    Hi Anton,

    If I understand your requirement correctly, you wanted to extract the text from NOTES field/TEXT field in ITSM screen and display it in the mailform.

    If so, I don't think, there will be fields to maintain the lengthy texts in mailforms as there are length restrictions in the FMs that use to compose the mailforms.

    May I know what kind of text you want to display in mailform?

    -Ricky.

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  • Feb 12 at 10:45 AM

    Hello, Ricky thanks for reply, i already use standard customizing to fetch incident long text to e-mail form,

    I have another question. How to confirm incident from e-mail?

    I think that i can add some rule like "If e-mail content contain Confirm then ...? but i dont find any action for incident confirmation in list of action.

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  • Feb 13 at 07:10 AM

    Anton,

    These text types you maintained are to enter the text in ITSM. Correct?

    I am actually not able to understand what exactly you want to display in the mailform.

    Coming to the second question, there will be a class assigned to the ERMS. In that class, there will be an interface IF_CRM_ERMS_SERVICE~EXECUTE. You will have to write the code to change the status to 'Confirmed' when the email's subject (preferred)/body has the word 'Confirm' or 'Close'.

    -Ricky.

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