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1  Overview

 

The E-Mail Inbound scenario is part of the Incident Management Process. The main purpose is to offer another input channel for incidents and service requests from IT Service Management to the SAP end users. Customers using IT Service Management with SAP Solution Manager report that service desk employees have to manually create incidents and service requests in SAP Solution Manager from the e-mails they originally receive. This costs time and is prone to error.

With the E-Mail Inbound scenario, SAP Solution Manager offers an integrated e-mail inbox for service desk employees in which they can review and process e-mails sent by end users directly to a central e-mail address in SAP Solution Manager. By using the inbound e-mail inbox, service desk employees are able to create an incident or service request from an e-mail with a single click. All the relevant information, such as sender, text, and attachments, is automatically copied to the newly-created incident or service request. All communication with the end user then takes place within the incident or service request. Replies are sent automatically to the reporter via e-mail and their replies are automatically copied to the corresponding incident or service request. All follow-up e-mails from the end user are linked to the incident or service request.

The E-Mail Inbound scenario is based on the following SAP standard interfaces and functions:

  • SAPconnect

     SAPconnect is a standard interface for communication between R/3 systems and external communication systems. SAPconnect supports telecommunications services, for example, fax,

     Internet, X.400, and the SAP office R/3-R/3 connection.

  • SAP Business Workflow

     SAP Business Workflow is an efficient cross-application tool enabling integrated electronic management of business processes.

  • E-Mail Response Management System (ERMS)

     E-Mail Response Management System (ERMS) is a tool for managing large amounts of incoming e-mail. Instead of compiling all incoming e-mails into one queue, ERMS provides services for

     automatically processing and organizing incoming e-mail. There are several automated activities that reduce the need for manual intervention by agents, thereby substantially reducing costs

     associated with e-mail processing.

2  Prerequisites and Basic Customizing

 

This chapter describes the prerequisites and basic Customizing activities required to activate the E-Mail Inbound functionality in SAP Solution Manager 7.1. This section also describes the necessary settings for SAPconnect and for e-mail routing that enable Solution Manager to manage the e-mail communication.

NOTE

   The E-Mail Inbound functionality requires at least SAP Solution Manager 7.1  SPS_10.

 

2.1 SAPconnect Settings

 

A properly configured SMTP domain is required to establish the e-mail connections. You need to define these settings according to your network policies.

 

Customizing Path

SAP Solution   Manager → Technical Settings → Set Up SAPconnect

Transaction

SCOT

SAP Note

455140

 

These settings are normally configured by the basis team. An SMTP node labeled, for example, SMTP Mail Server is normally already generated. For more information, see SAP Note 455140.

  1. Double-click the SMTP node.
  2. In the following dialog box, enter your Mail Host and activate Node in use.
  3. In the Supported address types area, choose the Set button next to the Internet checkbox.
  4. Enter * in the first row of the Address area.





  5. In the Settings menu, choose Default Domain.

     
  6. Define a mail (SMTP) domain, for example: <client>.<sid>.<subdomain>.<com>.
  7. Make sure that the user and passwords are configured in the SAPconnect service.

Transaction   

SICF                                                                                                             

 

       

        8.  Choose    to execute the program.

        9.  Double-click SAPconnect.

       10.  Switch to change mode    and go to the Logon Data tab page.

       

 

      11.  Enter a user and password. For more information about how to create a user and for the other virtual host settings, see SAP Help for SMTP Configuration Guide at:

             http://help.sap.com/saphelp_nw70/helpdata/en/af/73563c1e734f0fe10000000a114084/frameset.htm  

      12.  Make sure that the node is active.

2.2 Routing for Inbound E-Mails

 

Transaction  

SO16                                                                                                            

For more information, see SAP Help for Shared Office Settings at:

http://help.sap.com/saphelp_snc70/helpdata/en/6c/69c30f418d11d1896e0000e8322d00/frameset.htm

 

  1. On the Addressing tab page, select the Organizational units and SAP Business Object checkbox.
  2. Save your entries.

       

3  SAP Business Workflow and Communication Settings

3.1 Activating Business Workflow

 

To activate workflows, you need to configure the standard settings for SAP Business Workflow.

The SAP Business Workflow requires some client-dependent system settings.

Transaction  

SWU3                                                                                                               

For more information, see the SAP Library at http://help.sap.com/crm   SAP CRM 7.0 or higher → Application Help  → Basic Functions → SAP Business Workflow.

  1. Select the nodes Maintain Runtime Environment and Classify Tasks as General.
  2. Select the generate icon    for every activity.

             A green checkmark icon indicates that the workflow/task is successfully activated.

       

 Additionally, you have to activate the sub-nodes Classify Generic Standard Tasks as General beneath node Guided Procedures.

3.2 Defining Communication Method Settings

 

Customizing   Path

Customer   Relationship Management  →  Interaction Center WebClient→  Agent   Inbox → Settings   for Asynchronous Inbound Processing  →Define Communication Method Settings

Transaction code

CRMC_IC_AUIGNCOM

 

In this Customizing activity, you define settings for each inbox communication method. The relevant communication method for the E-Mail Inbound Scenario is INT (e-mail).

The Category, Copy Subject, and Text ID fields are used when an incident or service request is created based on an inbox work item.

You can also use default values.

 

3.3 Defining E-Mail Receiving Address

 

Customizing Path  

Customer   Relationship Management  → Interaction Center WebClient → Agent   Inbox → Settings   for Asynchronous Inbound Processing → Define Receiving

 E-Mail Addresses/Fax Numbers

Transaction code

CRMC_IC_AUIADDR

 In this Customizing activity, you define incoming e-mail addresses for the Inbound E-mail Inbox. E-Mail addresses must exist in the system.

 

Customizing Path  

Customer   Relationship Management  →  Interaction Center WebClient  →Agent   Inbox  →Settings   for Asynchronous Inbound Processing  →Define Receiving

E-Mail/Fax Settings

Transaction code

CRMC_IC_AUIGNADR

 

In this Customizing activity, you define settings for the receiving e-mail addresses. You can define the following settings:

  • The workflow priority of the work item created
  • How soon items are escalated
  • What calendar the escalation uses to identify working times for your contact center
  • Whether an automatic reply is sent


3.4 Customizing Due Date

Customizing Path  

Customer   Relationship Management  →  Interaction Center WebClient  →Agent   Inbox  →Settings   for Asynchronous Inbound Processing  →Define Receiving

E-Mail/Fax Settings

Transaction code

CRMC_IC_AUIGNADR

3.5 Configuring Inbound Distribution

 

In this Customizing activity, you make settings to route the incoming e-mail via SAP Business Workflow to the ERMS.

Transaction code

SO28                                                                                                        

  1. Choose the Insert line icon   and configure the entries as described below.



  2.  Select the New recipient field and choose press the F4 key.

       

        

        3.   Choose SAP object instance and confirm your selection.

        

 

       4.   Select ERMS Support 2 and confirm your selection.

       5.   Use the search help to choose one of the e-mail addresses defined earlier as the receiver address.

       

 

      

 

       6.   Confirm your selection.

       7.  Use the search help to choose one of the e-mail addresses defined earlier as the recipient.

       

 

       

       

        

      

        8.  Save your entries.

        9.  Repeat steps 1 to 8 for each recipient e-mail address.

 

3.5 Activating Agent Assignment

 

Transaction code

CRM_ERMS_WF_CUST                                                                          

 You have to activate e-mail handling for the inbound e-mail to be processed by workflow and assign a rule that determines the agents.

 

 

  1. Choose Activate event linking
     
  2. Expand the node WS 002000001


  3. Choose the Detail view   button  to set the status to Activated.


  4. Choose the icon   to go back to the overview screen.


  5. Choose Assign Agents.

  6. Expand the node ERMS 1.


  7. Select ERMS decision and choose Attributes.


  8. Change the task type to General task.

     
  9. Choose Transfer.
    ERMS decision is now a general task.



  10. Choose the   icon  to exit the transaction.

3.6 Configuring Event Queue Administration

 

 The event queue administration is responsible for handling the initial routing of inbound e-mails and linking replies to an existing service ticket (incident or service request).

Transaction code

SWEQADM                                                                           

 

 

  1. On the Basic data tab page, make sure that Receiver error feedback is set to 3 Do not change linkage.



  2. On the Activation tab page, enable Switch on event queue.



  3. On the Background job tab page, you can change the Interval until event queue next checked value. By default, the value is 5 minutes.



  4. On the Overview tab page, check that all the statuses are now green.

3.7 Assigning Standard Tasks to Communication Methods

 

Define which SAP Business Workflow tasks are used to process inbound inbox items that are received from the communication channels supported by the inbox.

Customizing   Path

Customer   Relationship Management →   Interaction Center WebClient → Agent   Inbox→   Settings   for Asynchronous Inbound Processing → Assign Standard Tasks to Communication Methods

For E-Mail Response Management System (ERMS), workflow template WS00200001 (ERMS1), use workflow task 207914 (TS00207914) with communication method INT (E-Mail).

 

 4  E-Mail Response Management System (ERMS) Customizing

4.1 Mapping Business Transactions to Responsible Employees and Groups

 

Customizing Path

Customer   Relationship Management →    Interaction Center WebClient   → Agent   Inbox   → Map Item   Attributes to Inbox Attributes   →

Map   Business Transactions to Responsible Employees and Groups

Transaction code

CRMC_IC_AUI_PARTNER

In this Customizing activity, you assign partner functions for displaying search results and define partner functions for searching using Assigned To. You define which partner functions are displayed in the Responsible Employee and Responsible Group columns in the inbox result list.

For searches using Account, you define which partner functions appear in the inbox result list as contact persons and sold-to parties.

This activity is necessary for inbox search using the Assigned To and Account search criteria.

 

 

4.2 Defining Service Manager Profiles

 

Service manager profiles determine which services and related properties are executed or performed and in what sequence when called by the service manager.

Customizing Path

Customer   Relationship Management  → E-Mail   Response Management System → Service   Manager  → Define   Service Manager Profiles

Transaction code

CRMC_ERMS_SM_PROF

  1.  Copy the factory Sevice Manager Profile AI_INBOX to your customer namespace (e.g. ZAI_INBOX).

  2. Check out the properties of the Directly Called Services with Service ID RE_RULE_EXEC.
  3. The property value for the ID POLICY represents the assignment of the used CRM Rule Policy required for automatic e-mail processing (e.g. automatic Incident creation). 
  4. The related Rule Policy needs to be created later on. Therefor, refer to chapter 4.7.1

4.3 Assigning Service Manager Profiles

 

In this activity, you determine which service manager profile is used during E-Mail Response Management System (ERMS) automated processing. The determination is based on the assignment of the service manager profile to the incoming e-mail address, the workflow task that invokes the service manager, or the combination of the two.

Customizing Path

Customer   Relationship Management → E-Mail   Response Management System  → Service   Manager  → Assign   Service Manager Profiles

Transaction code

CRMC_ERMS_SM_PDET

  1. Create a new entry for your incoming e-mail address and the Service Manager Profile you have copied to customer namespace before.
  2. Enter to the ObjectID the value 0.

4.4 Defining E-Mail Profiles

 

Customizing Path

Customer   Relationship Management  → Interaction Center WebClient  B→ asic   Functions →   Communication Channels  → Define   E-Mail Profiles

Transaction code

CRMC_IC_EMAILX

In this Customizing activity, you configure options for e-mail processing in the Interaction Center (IC) WebClient including:

  • Default to and from e-mail addresses
  • Maximum e-mail attachment size
  • E-Mail headers used for the mail client
  • Transfer of information with the communication management software
  • Form used to print e-mails
  • E-Mail channel used
  • Standard response group for outbound e-mails

To create an e-mail profile Z_ERMS_EMAIL_PROFILE, enter the following values:

 

  NOTE

    This profile is for both inbound and outbound e-mails.

4.5 Setting Sender E-Mail Address

 

To create a general sender address, for example, for sending acknowledgements, you can create a sender e-mail address.

Customizing Path

SAP Solution   Manager  →   Capabilities (Optional)  → IT Service   Management →   Personalized E-Mail   → Maintain Sender Addresses for E-Mail

or

Customer   Relationship Management → Marketing → Marketing Planning and Campaign Management à Personalized Mail à Maintain   Sender Addresses for E-Mail

Create an e-mail address that you can use as a sender e-mail address.

4.6 Testing Inbound E-Mail

 

It is important to check that inbound e-mail is being passed to the workflow engine and then onto ERMS. If Microsoft Exchange is not connected to the SAP system, an inbound e-mail must be simulated using transaction SCOT or in SOIN Utilities→ Import MIME.

Transaction code

SCOT  

Menu

In the transaction, go to Utilities → Inbox Overview

  1. Create a .txt file containing an e-mail.
  2. Choose Utilities → Import MIME.
  3. Select the .txt file.



  4. Specify the address to which the e-mail is sent.

            

 

 

Transaction   code

SWI1 Choose Execute on selection screen.                         

Incoming e-mails should be visible in the workflow transaction SWI1.


 

4.7 Configuring ERMS Rule Policies

 

You create rule policies in the e-mail response management system (ERMS) context to handle and evaluate incoming e-mails. Rules are evaluated every time an incoming e-mail is received. Rule policies are responsible for routing the incoming e-mails to an organizational unit and sending auto acknowledgments.

For more information, see the SAP Library at: http://help.sap.com/crm   → SAP CRM 7.0 or higher→   Application Help → Interaction Center  → E-Mail Response Management System.

4.7.1              Creating Rule Policies

Transaction code

SM_CRM (Starts the Web UI)

  1. Select business role SOLMANPRO or the corresponding custom business role and navigate to the Service Operation work center.



  2. Choose Rule Policy in the Create screen area.

  3. Select the Context E-Mail Response MS for ITSM Inbox and enter the name of the rule policy which has been assigned to the Service Manager Profile (chapter 4.2).



  4. Enter a description and save the rule policy.

            

4.7.2              Creating Folders

  1. Switch to change mode   and select Draft Rules.
     
     
  2. Choose New to add a new rule folder (subfolder).
  3. Enter a name and description for the rule.

 

4.7.3              Creating Rules

Select the line containing the folder icon under Draft Rules (the one you just have created in chapter 4.7.2) and choose New to create a rule.

 

4.7.4              Creating Conditions

  1. In the rule you just have created in chapter 4.7.2, switch to Edit mode.
  2. In the Conditions assignment block choose Add Entry to create a condition.
  3. In the Attribute column, select the condition E-Mail Original Recipient.
     
     
  4. In the Value column, enter the default e-mail address of your Solution Manager system, as defined above.

 

4.7.5              Creating Actions

  • In the rule you have created in chapter 4.7.2, switch to Edit mode
  • In the Actions assignment block choose Add Entry to create actions for acknowledgment and routing to an organizational unit (for example, the dispatcher team).

 

4.7.6              Releasing Rules

  • Release your draft rule.

    Your rule is now released.

 

  • If you want to set up E-Mail Threading which ensures that inbound E-Mails are assigned to a business transaction if referenced in a tracking text, check Wiki page https://wiki.scn.sap.com/wiki/x/H4A2FQ
  • If you define a rule that creates an incident from the received E-mail automatically, ensure that user WF-BATCH has enough authorizations to create an incident. The user processing the workflow when an E-mail is received will be the one creating the incident in this automatic incident creation process. Authorization object S_RFC is also requested to call FM "AI_CRM_IM_EMAIL_RECEIVED" and "AI_CRM_IM_ERMS".

5   WebClient UI Customizing

 

The Inbound E-Mail Inbox is delivered as part of the business roles SOLMANDSPTCH and SOLMANPRO. The Inbound E-Mail Inbox work center is active in business role SOLMANDSPTCH and inactive in business role SOLMANPRO. If you want to use the Inbound E-Mail Inbox work center with your own custom business role, you need to complete the Customizing steps described in this section.

 

5.1 Inbound E-Mail Inbox WebClient UI Configuration

 

5.1.1                 Defining Inbox Profiles

Create a new inbox profile to be used in the function profile of the business role. The inbox profile specifies the following aspects of the inbox for the user role:

  • Main categories
  • Quick searches
  • Time periods
  • Search view
  • Result list display

Customizing Path

Customer   Relationship Management  → Interaction Center WebClient → Agent   Inbox  → Define   Inbox Profiles

  • You can create a new profile or copy the AI_IM_INBOX inbox profile or use the standard profile and business role if you do not need to adjust them.

 

5.1.2                 Business Role

The Inbound E-Mail Inbox work center is part of standard business roles SOLMANDSPTCH and SOLMANPRO.

In the SOLMANDSPTCH business role, the work center is delivered as active, in SOLMANPRO, it is delivered as inactive.

 

Both business roles are using Inbox profile AI_IM_INBOX. If you need to adjust the inbox profile or business role, copy the business role to the customer name space.

 

6  IT Service Management Customizing

6.1 Creating Mail Forms

 

Mail forms are used to provide personalized e-mail content used in auto acknowledgements, auto responses, and standard responses, including tracking text for service tickets.

In a mail form, you define the layout and content of the personalized e-mail. You can insert static content that is the same for all recipients or you can specify the insertion of personalized content. The system inserts the personalized content when you send the personalized mail.

Transaction code

SM_CRM (Starts the WebClient UI)                                     

  • Select business role SOLMANPRO or the equivalent customer business role and choose Service Operations.

 

  • Choose Mail Forms and complete the required fields to create a mail form.


  • You create your own custom e-mail notification including links, text elements, and context attributes for the incident or service request-specific information, such as business partners, status values, and so on.
  • You assign your newly created mail form ID to parameter MAIL_FORM_TEMPLATE of the PPF Action for sending notification to the reporter (see Maintain PPF Action for E-Mail Notification).

For more information, see the SAP Library at:  http://help.sap.com/saphelp_crm70/helpdata/en/29/3ea450ad734304903f235f1e426c0d/frameset.htm.

6.2 Maintaining PPF Actions for E-Mail Notifications

 

Communication with the reporter of an incident or service request (the sender of the original e-mail) is carried out using e-mails that are sent automatically from SAP Solution Manager on status change in the message. The e-mails are sent by PPF actions and contain some information about the message, such as ticket ID or current user status. A mandatory attribute of these e-mails is the tracking ID used to ensure that replies from the reporter are linked to the corresponding message.

Perform the following steps to configure the e-mail notification:

 

Customizing Path

SAP Solution   Manager  →   Capabilities (Optional) →  IT Service   Management   → Define   Action Profile → Change   Actions and Conditions   →

Define   Action Profiles and Actions

Transaction code

SPPFCADM

  1. Select the action profile assigned to the transaction type that you are using.
  2. Double-click Action Definition.
     
     
  3. Action *_STD_MAIL_FORM (E-Mail to Reporter with Mail Form) is used to send a reply to the incident reporter.

  4.  Double-click Processing Types to view the settings.
  5. Choose    to view the processing parameters.
                • MAIL_FORM_TEMPLATE: Assign the ID of the mail form to be used (see Mail Form - chapter 6.1.).
                • DEFAULT_SENDER_EMAIL: Enter the SAP Solution Manager inbox address defined above (see chapter3.3.)
                • USE_TRACKING_ID: Set to X to add a tracking ID at the end of the e-mail notification in order to link the e-mail to the corresponding incident or service request.
                • ADD_KNOW_ART_TO_MAIL: Optional. Used to add a knowledge article to the e-mail as PDF attachment if any are attached to the incident/service request.
                • SMARTFORM: Only when ADD_KNOW_ART_TO_MAIL is set to X. Assign the ID of the smartform to be used for the knowledge article as attachment.
                • KNOW_ART_STATUS: Only knowledge articles in the specified status are sent.
                • KNOW_ART_AUTH_SCOPE: Only knowledge articles in the specified authorization scope are sent.

 

6.3 Mapping Text Types

 

Customizing Path

SAP Solution   Manager → IT Service   Management  → Inbound   E-Mail (Inbox)→   Define   User Status after E-Mail Reply                                       

Transaction code

SM30 Maintenance view: AICV_ERMS_TEXT

In this Customizing activity, you define the text mapping rules for e-mail and incident or service request according to the current processing state (semantic user status) and the direction of the communication flow (new e-mail, reply to reporter, or reply from reporter).

  1. You specify which text types are used to transfer information between the text assignment block of an incident or service request and an e-mail. You can assign several text types for each transaction type and communication flow direction. You map the text types to the semantic status of an incident or service request, which is defined in table AISTATUS.

The following types are available:

  • Initial text transfer from new e-mail: Defines the text type to which the e-mail text is copied
  • Reply from reporter via e-mail: Defines the text type to which the e-mail reply from the reporter is copied.
  • Reply from processor to reporter: Defines which text types are copied to the outgoing e-mails when the message processor sets the incident status to Customer Action or Proposed Solution.

        2.  You configure values for every transaction type in use with the Inbound E-Mail Scenario.

 

6.4 Mapping Status

 

Customizing Path

SAP Solution   Manager → IT Service   Management  I→ nbound   E-Mail (Inbox)  D→ efine   User Status after E-Mail Reply                                           

Transaction code

SM30 Maintenance view: AICV_ERMS_STATUS

In this Customizing activity, you define a status mapping rule for e-mails replies from the reporter to existing incidents or service requests.

  • You specify the user status to which the incident or service request is set after the reply is received and linked to the corresponding ticket.

     You need to specify the user status for every transaction type to be used with the Inbound E-Mail Scenario.

 

6.5 Inbox Status Customizing

 

In this Customizing activity, you map the Inbound Inbox statuses that you defined to the system statuses and user statuses of the inbox item types. The inbox status represents the relationship between the current user status of a service transaction (incident or service request) and the status of the inbox objects (e-mail objects).

 

6.5.1               Define Inbox Status

In this Customizing activity, you define statuses for the inbox. These statuses are available as values for the status search criterion in the inbox search.

 

Customizing Path

Customer   Relationship Management  →   Interaction Center WebClient →  Agent   Inbox → Inbox   Search Definitions →  Define   Inbox Status         

 

6.5.2               Inbox Status Mapping

In this Customizing activity, you map the inbox statuses that you defined to the system statuses and user statuses of the inbox item types.

 

Customizing   Path

Customer   Relationship Management  →   Interaction Center WebClient →  Agent   Inbox   → Map Item   Attributes to Inbox Attributes  →                 

 Map   Element Status to Inbox Status

 

6.5.3               Inbox Types for Searches

In this Customizing activity, you add your new document type to the Inbox Search.

 

Customizing   Path

Customer   Relationship Management  →   Interaction Center WebClient →  Agent   Inbox   → Inbox Search Definitions →                 

 Define Item Types for Searches

 

7  Authorizations

 

To use the Inbound Inbox Scenario, you need special authorizations. The most important authorization objects are listed below.

For more information, see the SAP Solution Manager Security Guide in the SAP Service Marketplace, under http://service.sap.com/instguides   → SAP Components  → SAP Solution Manager<current release>, under 4 Operations.

7.1 Work Center Inbound Inbox

 

Authorization Role

SAP_SM_CRM_UIU_SOLMANPRO_PROC

Authorization Object

UIU_COMP

Activities

Component Name = AIC_INBOX

Inbound Plug = *

Component Window Name = *

7.2 Mail Forms

 

Authorization Role

SAP_SUPPDESK_PROCESS                      

Authorization Object

CRM_IM_ML

Activities

01,   03

7.3 Rule Policy

 

For more information, see the SAP Library at http://help.sap.com/crm  → SAP CRM 7.0 or higher  →  Application Help  → Basic Functions  R→ ule Modeler Rul→ e Policy Authorizations.

7.4 SAP Business Workflow

 

For more information, see the SAP Library at http://help.sap.com/crm  → SAP CRM 7.0 or higher → Application Help → Basic Functions→   SAP Business Workflow.

8  Troubleshooting

1846041  How to analyze why an ERMS inbound E-Mail is not found in the agent inbox   

  

 

 

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47 Comments

  1. Former Member

    Hello,

    please explain what to do at 4.2 Defining Service Manager Profiles.

    Thx.

    Regards

    1. Former Member

      Hi Ralph,

      For 4.2 Defining Service Manager Profiles, create service manager profile named ZINBOX as a copy of the profile DEFAULT. After that in the profile ZINBOX,  in service (Directly Called Services) "50 RE_RULE_EXEC", in property ID  "POLICY" give "INBOX_ROUTING" as property value. Rule policy is created with the name INBOX_ROUTING in another section.

      Regards,

      Saranya

       

  2. Former Member

    Hello,

    please explain what to do at 4.2 Defining Service Manager Profiles.

    Thx.

    Regards

    1. Former Member

      Hi Satyam,

      For 4.2 Defining Service Manager Profiles, create service manager profile named ZINBOX as a copy of the profile DEFAULT. After that in the profile ZINBOX,  in service (Directly Called Services) "50 RE_RULE_EXEC", in property ID  "POLICY" give "INBOX_ROUTING" as property value. Rule policy is created with the name INBOX_ROUTING in another section.

      Regards,

      Saranya

       

  3. Former Member

    Hi Ralph & Satyam,

    Given a reply for your question

    Regards,

    Saranya

     

  4. Former Member

    Hi,

    Could you please provide an example how it works after completion of this setup? with real screen shots. 

    Thanks

    Kumar

  5. Former Member

    This is a really terrific blog entry!  Very detailed and practical.  I'd like to point to a couple of KB articles which supplement this blog with troubleshooting information:

    Also, the default authorizations on WF-BATCH are not enough.  Note 1574002 - WF-BATCH Authorizations suggests giving this user SAP_ALL.  If that is not possible, so far it seems sufficient to grant WF-BATCH ZSAP_SUPPDESK_ADMIN and ZSAP_SOCM_ADMIN, although I have not seen this documented anywhere!



  6. Some Troubleshooting if you're having problems to open the email in the inbound inbox:
    Be sure to have the 'IC_EMAIL' defined as 'Generic Outbound Plug Mapping' in your Navigation Bar Profile (TA: CRMC_UI_NBLINKS)

    Eg. the 'IC_MAIL' is not part in our ZSOLMANPRO Navigation Bar Profile.

  7. Hello all,

     

    I'm having problems with embeeded images in the email. Instead of attaching it to the Incident (or Service request) it only shows me an reference to the content-server, eg.
    [cid:image001.png@01D05A75.12F36980]. In the view 'E-Mail Recived' I can see the image embed in the email text and not as an attachment (as shown in the demo mentioned below)

    Following the demo of the Ramp-up Knowledge Transfer Demo (https://websmp202.sap-ag.de/~sapidb/011000358700001066702013E/index.htm) it should be possible to transfer embeeded pictures from email to incidents.

    PS: It works, when the pictures are attached to the mail...

    Can someone please help?

    Thank you in advance and best regards,
    Jürgen

    1. +1 from here. We have the exact same issue. So far I was not able to find a correlating SAP Note. Input from SAP would be greatly appreciated.

      1. Former Member

        Hi Jürgen

        What SP in solman are you on ?

        1. Hi Jeppe,

          we're using SP12.

          1. Former Member

            Hi Jürgen

            We are on SP10 and can send email with attachment into solution manager, that lands in our "dispatch inbox" where they are then manually by the click of a button converted into either an incident or a service request, including the attachment.

             

            We can also with point 6.1 to 6.3 send out an email with the content  of text types to end users.

             

            When an end user is replying to this mail (which contains a tracking id), the reply text is then added to the ticket and also the screenshot attached or pasted into the email is attached to the ticket.

             

            One problem is though if an end user is replying to an already closed(confirmed) ticket the email gets lost, due to association with the orignal ticket.

             

            We are using Outlook 2010 so send in I dont know if this makes a differnce.

             

            Let me know, how much is working at you place

             

            Br Jeppe 

             

             

            1. We can send e-mails to the 'dispatcher inbox' and can create incidents or service requst out of them. Attached data to the mail is available in the ticket. Embedded pictures are not available. (We also have a ticket open for this issue at SAP..maybe they can help).

              Second thing which I finally customized today and is tested right now is the linking of replies to the incident. Which unfortunately didn't work till now. I made the mail form with the tracking text attribute and I already followed the kba 1861250 which says I have to assigned the service FG_SVCREQ/FG_SVCTKT to service manager profile. I also tried the second proposed solution for only specifiy sender adresses, which also didn't work.

              1. Former Member

                Hi can you write your contact details then I can get in contact with you diffently (smile)

              2. Former Member

                Can you write me your contact details then I can get in contact with you diffently

              3. Former Member

                As I see it you do not need to use the service FG_SVCREQ/FG_SVCTKT, but it would be really good to see a trace of your incoming mails into solution manager.

                 

                As you state it Works for some mails and not others

                1. There you go (smile)

                  you can contact me at: juergen.veits@comgroup.de

                  Linking from replies to incident didn't work at all.

                  1. Former Member

                    Hi Jürgen

                    I think that your email in does not see the Picture file, can you please show a file in the inbox of solution manager in SOIN and open it. Or my end her I can see an attached file.


                     

    2. Hi Jurgen,

      We are also facing a similar issue in our project. Whenever an email is sent to the inbox of SAP from outlook, the images in the body is not coming in the body of the email. Instead, it comes as a link and the image is coming in attachment section. However, we could see the image coming in body in one of the old email. We are unable to make out what is the difference in these two cases.

       

       

      Do you have some clue on how we can fix this?.

       

      Thanks,

      Faisal

       

  8. Is it possible to link Emails from the Inbox to already existing Incidents? How?

    1. Former Member

      Hi Axel

       

      Look at 6.3 here it should do the trick, if the incoming mail has a tracing ID

  9. Axel,

    If you change the function module who receive the emails to AI_CRM_IM_EMAIL_RECEIVED the system automatically attach the inbox email with tracking code to the original incidente and change the status to "In Process" Again..

    BR

    @WenSolman

     

    1. Thank you for your reply. I just saw that my statement did not hold enough information - sorry.

      We have the automatic linking of Emails to Incidents working properly. However our Service Desk would like to manually link Incidents and Emails from the Inbox (e.g. the Customer replies without Tracking ID which happens occasionally in our daytime operations).

      I tried copying an Email ID from one Incident to another, without success. Is this even possible?

      1. Former Member

        Hi Axel

        Yes we are actually doing this at the moment, you must configure this via the IC Rule editor as in 4,7,5 - route email. This should only add the email to the inbox of the org unit assigned should then be available from the dispatcher inbox.

         

    2. Former Member

      Hi Wences,

      Can you please give the procedure to change the current function module used to receive email to AI_CRM_IM_EMAIL_RECEIVED ?

      I made all the configuration mentionned in the article but email reply is still not linked to existing incident/service request.

      Thanks for your help.

      1. Former Member

        Found the solution.

        Use TCODE SWE2

        Choose Object Type ERMSSUPRT2 and Go to Details.

        From here you can replace the Receiver Function Module to AI_CRM_IM_EMAIL_RECEIVED.

        Email linking to existing incident/service request is now working.

        Thanks.

         

        1. Former Member

          ***UPDATE***

          We had some issue to make ERMS Reply linking working but it finally worked. In order to get email linked you have to ensure the following.

          • Event Type Linkage

          The 2 following event type linkage are required (SWE2).

          • Job SWEQSRV

          Make sure that background job SWEQSRV is in status Released. If not you can unschedule and schedule it again in transaction code SWEQADM.

          Hope it will be helpful for others.

          William Havard

           

  10. Former Member

    Good Day

     

    I am new in Solution Manager, and tried following the document on how to create inbound emails with no success, I cannot locate mails in Dispatcher Inbox checked the notes on how to analyze the errors still not working

     

    If there is anyone who managed to successfully create the inbound mails in Solman SP12 Please share the steps

     

    Your help is highly appreciated

     

    Thanks

    Maria

  11. Former Member

    Good Day

     

    I have managed to get the Email working, now I can view emails in the agent Inbox (smile)

    In addition to that I have created a rule that reads if a mail recipient is XXX@CCC .com the system must automatically create an incident, it is working  fine incident got created but my issue is its creating 2 incidents. How do I resolve so it can only create one incident? See attached

     

    Please share if you have experienced this before

     

    Thanking you in advance!!

     

     

    1. Hi Maria,

      I have configured the E-mail Inbound scenario and mail are getting delivered to Agent Inbox by a Rule Policy. Now I would like to create a Rule policy to create Incident automatically instead of dispatching to Agent Inbox. I could not find such option while creating a rule. Can you please share how did you configured it? My SolMan 7.1 is on SP13.

      Thanks.

      Dash.

  12. Former Member

    Hello,

    how can i create automatically incidents based on the eMail and dispatch them via different recipient mail adresses to different Support Teams?

    Regards

    Jürgen

  13. HI,

    I am following it step by step and unfortunately not able to setup automatic incident creation via email

    Can one of you be kind enough to contact me directly so we can review the config on my system

    farwa70@hotmail

  14. Former Member

    Hi.

     

    Do you know, how to send messages not only mail in the clients's card but also mail which is in the independent data block too? I can not find any information

  15. Former Member

    Hi,

    I've configured Email Inbound as described and it works. But when receiving a mail with tracking-id,  the whole text of the mail is copied into the incident inclusively whole mail history.
    Here you can see my configuration of Point 6.3.

    How can I solve the issue? Thanks.

     

    BR Christina

    1. Hi Christina,

      did you resolve the issue? If yes, how? (smile)

      Thanks and best regards,
      Jürgen

  16. Former Member

  17. Former Member

    Hi ,

     

      GREAT GREAT GREAT

      I have a question my friend , to receive inbound mails , these settings are ok  (or ) is there any technical coding we need to write ..?

     

    Regards

    Raj

  18. Former Member

    Hi Experts,

    I did follow all the above steps for creating the incident via email. But the tracking text is not getting instanciated. When i test the mail form with an incident number, in the preview i am getting the ticket number and the details i provide, but when the incident is created via email for the auto acknowledgement reply via the same form, the incident number is not getting populated and empty email is returned with the static text in the mail form. Any help is very much appreciated.

    thanks / Vijay.

  19. Former Member

    Hi Experts,

     

    I followed the above steps and configured the ERMS Inbound processing and we are able to receive the mail but the link was missing in the mail.Because of the missing link we are not able to create incident using mail.

    Please tell us any other settings has to be maintained to get link in the mail.

    thanks,

    Arun.

  20. Former Member

    Hi Experts,

     

    We want to stop the ticket creation if EMAIL is send through CC address.

    Please let me know how to achieve this.

     

    Regards,

    Amrit

     

  21. Former Member

    Dear, 

    I have made all the configurations as described in this blog, but the reply emails are not getting linked to the incidents. 

    I can send an email an it is routed to the correct team with the rule policy. I can then create an incident based n this email. Then we enter a question and send an email to the requester with a ppf action. The email contains a tracking ID:

    ******************** DO NOT DELETE ********************
    TRACKING_ID:0050568926091EE6B680B415B7C55C8C
    ******************** DO NOT DELETE ******************** 

    So far so good. 

    But when the requester answers the email, it is again routed to the correct team with the policy, but the linkage between the mail and the incident is not made. The status is not changed and the email content is not visible in the ticket. 

     

    Do you have any idea what I did wrong? Or how I can monitor what is going wrong? 

    Thanks in advance,

    Philip

    1. Former Member

      OK, I found the answer in one of the replies to this blog:

      Use TCODE SWE2

      Choose Object Type ERMSSUPRT2 and Go to Details.

      From here you can replace the Receiver Function Module to AI_CRM_IM_EMAIL_RECEIVED.

      Email linking to existing incident/service request is now working.

      Thank you William for posting the solution!

    2. Hi Philip,

      Did you use the rules explained in point 4.7.3 Creating Rules? These rules always forward the E-Mails to a organizational unit. What you trying to achieve is E-Mail Threading. Doing this you can take advantage of the tracking text. There are two options •If you only want to make sure that the E-Mail is linked to the incident mentioned in the tracking ID, then you can extend your service manager profile with a service. •If you want to make sure that the new inbound E-Mail gets linked and it is forwarded to the incident responsible, you should use a different rule.

      For detailed information on E-Mail Threading, see https://wiki.scn.sap.com/wiki/x/H4A2FQ .

      Best Regards, Sigrid 

      1. Former Member

        Hi Sigrid,

        Can you please tell what's the difference between Tracking ID and Tracking Text ? As some said on this blog, we normally shouldn't have to use tracking text as we have activated tracking ID in PPF Action (step 6.2).

        It seems that tracking text and Email Threading wiki are useful for CRM-IC-EMS but not for Solution Manager.

        Thanks.

  22. Former Member

    hello, How i can transfer time of creation email to zmiv  ?

    or how i can create zmiv automatic if new email comming

  23. Hi, how can set a default priority to the incident?