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Former Member
Dec 20, 2011 at 05:42 AM

Auto response in ERMS for CRM service orders


Hi All,

We are configuring auto responce with Tracking number for our client. Can u pls tell the configuration steps to do this?

So far I have below Configuration steps.

1) Service ID

2) Define Service manager Profile

3) Assign service manager profiles

I have defined the Rule Policy for Automatic service order creation as mentioned below.


E-Mail Original Recipient Contains u201CXYZ"(mail address)


Create Service Order (IT).

With this Rule we are able to create service order successfully.

But as a second step we need to send Auto Responce without agent action.

I try many ways for Auto Response with Tracking Number. But we are unable generate same in the system.

I have Create Multi Level Category Schema also with attached mail forms.

Below Rule Policy example what I created in the system for Auto Response.


E-Mail Original Recipient Contains "XYZ" ( mail address)


Create Service Order (IT) and

Auto Respond (Category Schema = IT Helpdesk; Mail Form = Z_SONUMBER; Outgoing E-Mail Address = donotreply( mail address) ; Create Interaction Record = No; Route To (On Exception) = ""; Inline = No )

Please advise me how to set up Auto Response with Tracking Number .