Hi all,
We've successfully configured Solution Manager 7.2 to create incidents automatically when an e-mail is sent to the support e-mail address (followed these instructions Email Inbound - SAP ITSM on SAP Solution Manager - SCN Wiki).
Now we'd like to automatically attach e-mail replies to the existing Incident. Is this possible?
Consider the following example:
A costumer sends this e-mail:
And an Incident is created automatically:
When I change the Incident status to "Customer Action" in Solution Manager Web UI, the customer receives this message:
And replies:
This is generating a NEW Incident:
Instead, we want to attach the customer's reply to the EXISTING Incident 9000000001.
Is this feasible? If so, how is it done?
Using the same Rule Policies which are creating a new Incident?
Thank you in advance for any help on this.
Regards,
tao