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May 28, 2018 at 11:30 AM

Solution Manager ERMS: how can I attach email replies to an existing Incident?

1173 Views Last edit May 28, 2018 at 11:37 AM 2 rev

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:

  • ID: 9000000001
  • Description: Help

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:

  • ID: 9000000002
  • Description: RE: 9000000001 Help

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