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ITSM ERMS How to link email reply to incident/service request

Dec 06, 2016 at 03:14 PM


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Former Member

Dear all,

According to the Inbound Email Wiki we set up ERMS. Everything is working fine for new email that are received.

The issue we are having is regarding email reply link to already existing tickets. We made all necessary customizing me

ntionned in the wiki and still email replies with a tracking ID were not linked. After investigation we saw that the function module AI_CRM_IM_EMAIL_RECEIVED is responsible for assigning email to incident/service request if they have a Tracking ID. So in the MAILRECEIVED event of the corresponding ERMS Workflow (ERMSSUPRT2) we changed the original receiver function module to this one.

After this change email reply linking finally worked. But we now have a regression because the workflow isn't working anymore for email that doesn't contain a tracking ID.

If we change back to the orginal receiver function module (SWW_WI_CREATE_VIA_EVENT_IBF) it's working as before but email reply are not linked.

Am I missing something here ?

Thanks for your help.


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1 Answer

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Former Member Jan 16 at 04:16 AM

Did you find the answer? I have the same issue ....

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