Solman ITSM - Cannot create Incidents and Service Request from Inbox

[WernerJ]

HI All

In SM 7.2 SP6 ITSM.

I configured Inbound Email according to the below to links

https://wiki.scn.sap.com/wiki/display/SAPITSM/Email+Inbound

https://wiki.scn.sap.com/wiki/display/SAPITSM/E-MAIL+INBOUND+CONFIGURATION-+ALM%3A+Incident+Manageme...

If I send and email through transaction SOIN to the configured inbound email address, the email is delivered in my ITSM Inbox. - Working

If I add "Create Incident" in the Rule Policy, the incident is automatically created when an email is received. - Working

For my requirement, I do not want incidents to be automatically created. To do this I remove the "Create Incident" from the Rule Policy.

For my requirement I need to be able to create an incident from the emails, manually from the Inbox.

2 Buttons are available for this purpose. Create Incident and Create Service Request.

I select an email in the Inbox and then click the "Create incident" button. No incident is created. For a millisecond it looks like it searches for something. No popup window opens and no incident is created.

I found this Note with the exact problem, but it did not resolve the issue. My service manager profile is configured the same as in the Note.

"2430345 - Cannot create Incidents and Service Request from Inbox"

One weird thing that I noticed is, when I add "Create incident" in the rule policy for automatic incident creation, I can create incidents(with the buttons) from old emails, which was not created automatically.

In short....I require no automatic incidents, incidents must be created manually from the inbox with the "Create Incident" button.

I hope this make sense

Thanks

Werner

[rajat_rahamatkar]

Hi Prashant,

To restrict automatic incident creation from inbound emails, remove entry AH_CREATE_INC from indirectly called services for your service manager profile.

Regards,

Rajat R

[pnagar]

HI @wernerj

Did you solve your issue i am also facing the same problem please suggest how to resolve it.

[WernerJ]

Sorry Prashant - This was something I worked on a while back and the requirement for this was not needed anymore.

I cannot remember if we got it fixed in the end.

I might be looking into it for a different client, I will update if this happens.

Good luck.