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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 central inbox, service desk employees are do not need to create incidents manually. With release 7.2 it is possible to create incidents automatically.  

All the relevant information, such as sender, text, and attachments, is automatically copied to the newly-created incident. All communication with the end user then takes place within the incident. Replies can be sent automatically to the reporter via e-mail and their replies are automatically copied to the corresponding incident. All follow-up e-mails from the end user are linked to the original incident.

The incoming e-mail can be dispatched automatically to the right Support Team. If this is not wanted, an easy way to dispatch incidents is also available within the new central inbox.

The central inbox is able to show the whole process flow, e.g. beginning from an e-mail, processed in an incident and problem and handed over to the Change and Request Management. So the central inbox can be used as the entrance point for the daily work of the service desk employees.

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 7.2. 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

This guide will cover all customizing steps that were also valid for release 7.1. In addition the screenshots were updated to 7.2 and new functionalities or possibilities are covered. For configuring the scenario in 7.1, please have a look in the corresponding guide available in the ITSM wiki as well.

With 7.2 also some setup steps can be found within the Solution Manager guided procedure. After the setup all activities done should be switched to green.

 

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 Code

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. Enter your mail host and the mail port (make sure, that the port you are adding, is the activated in transaction SMICM)




  6. In the Settings menu, choose Default Domain.



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

Transaction Code

SICF                                                                                                             

        9.  Choose    to execute the program.

        10.  Double-click SAPconnect.

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

11. Check parameter settings in RZ10, if parameter settings are done for the virtual host, check also tab “Host Data”, e.g.:

RZ10:

12. 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 

13. Make sure that the node is active.

14. Make sure, that the user you are entering, is available as a system user with profile S_A.SCON

2.2 Routing for Inbound E-Mails 

Transaction Code

SO16                                                                                                            

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

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

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

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.

As a prerequisite, please check, that user WF-BATCH exists in your system. If it is possible, assign profile SAP_ALL.

Transaction Code

SWU3                                                                                                               

  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.

Please also check, if a prefix number is assigned to the dedicated system and client. Select node “Maintain Prefix Numbers” and press F8.

 

For more information, see the SAP Library at http://help.sap.com/crm or via implementation guide:

→  SAP Customizing Implementation Guide →  Customer Relationship Management  → Basic Functions → SAP Business Workflow

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 CodeCRMC_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 Create your own Agent Profile

You can either use the standard agent profile or you can create your own profile.

Therefore, use AI_INBOX as a template.

Later on, this profile will be added to the Business Role. Please refer to the e-mail profile assignment.

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 incident.

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. Make sure, that the background job is active.

  4. On the Overview tab page, check that all the statuses are now green.
  5. Now go again to tab Activation.
  6. Select button Event Linkages.
  7. Check, that two entries are available for ObjectType ERMSSUPRT2.´
     

 

For more details regarding those entries, please refer KBA 2066434.

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. In 7.2 the Account search is renamed to Customer.

Add your custom own transaction types to ensure, that they will be taken into account.

 

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. Create your own Service Manager Profile. Use AI_INBOX as a template.
  2. Copy the factory Sevice Manager Profile AI_INBOX to your customer namespace (e.g. ZAI_INBOX).

 

  1. Check out the properties of the Directly Called Services with Service ID RE_RULE_EXEC.
  2. 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).
  3. The related Rule Policy needs to be created later on. Therefor, refer to chapter 4.7.1.

Check the Indirect Called Services of your used Service Manager Profile (e.g. ZAI_INBOX).

Make sure, that your used incident is assigned for the creating incident service: AH_CREATE_INC > PROCESS_TYPE = ZMIN 

 

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  → Basic   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.

Assign the e-mail profile to your used Business Role e.g. ZSOLMANPRO.

Customer Relationship Management → UI Framework → Business Role → Define Business Role

Search for your Business Role and double click Function Profile on the left side. Assign the e-mail profile and also the agent inbox profile, if not yet done:

 

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 SOIN.

Transaction Code

SOIN                                                                                                                    

 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.

Make sure, that the workflow rule can be seen in column internal recipient.  

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

Transaction Code

SWI1 - Choose Execute on selection screen.                         

 

 If you have problems here, you can use the trace inside transaction SOIN to have a closer look what is happening.

In transaction SOIN go to Utilities and Trace Settings.

You can switch on all traces or at least the one for inbound scenario.

Afterwards, you will have to create again an e-mail with MIME object.

Then you can go again to Utilities, but now choose Trace Selection.

Select an item and check, if an internal recipient could be found, how the normal recipient looks like and what internal recipient was expected.

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 either for routing the incoming e-mails to an organizational unit or to create an incident automatically.

For more information, see the SAP Library at: http://help.sap.com/crm or the implementation guide:

CRM 7.0 or higher →   Application Help → Interaction Center  → E-Mail Response Management System

4.7.0 Preparing Organization Structure

The e-mail needs to be routed to the a dedicated teams. In order to achieve this, set up an organizational model for your team (e.g. ppoma_crm) and assign the employees to it

 

Only users, who are assigned to this support team, will be able to see these e-mails inside the central inbox.

Important: Even if you don't intend  to process the e-mails in your inbox as you will only process incidents created from inbound e-mail, you need to create at least dummy organization with one user assign to prevent worflow error related to node '0000000004' (ParForEach index 000000) - no agents could be determined (KBA 1850076 ).

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 like ZSOLMANPRO 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 (AI_INBOX) and enter a name for the rule policy which has been assigned to the Service Manager Profile (chapter 4.2).
  4. In previous versions the context ERMS was used. Check that the new context will be used.

  5. Enter a description and save the rule policy.

4.7.2 Creating Folders

  1. Switch to change mode   and select Draft Rules.
  2. Choose Subfolder to add a new rule folder.

  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 Subfolder 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 creating and incident.

  • In order to make sure that an e-mail gets routed to the right organization and prevent error  (which is a prerequisite for the workflow), add an additional action using  for example Route Email . As value use organization you created in 4.7.0.

4.7.6 Releasing Rules

  • Release your draft rule.

    Your rule is now released.

4.7.7 Assign Rule Policy to Service Manager Profile

The newly created rule policy  needs to be assigned to the Service Manager Profile used.

Use the implementation guide to enter the profile: Customer Relationship Management → E-Mail Response Management System → Define Service Manager Profiles

Choose your defined profile and select the direct called services on the left side. Afterwards select RE_RULE_EXEC and click on properties.

 

Assign the created rule to the policy. Make sure, that the context attribute is available as well as AI_INBOX is assigned.

 

 

4.7.8 Assign Default Routing organization to your service manager profile

In order to make sure that the e-mail is assigned to an organization and employees are found, assign the one default organization to your service manager profile by help of property e DEF_ROUTING.

This is only taken into account if the system  did not identify any organization during rule execution but  helps you  to prevent workflow error related to node '0000000004' (ParForEach index 000000) - no agents could be determined (KBA 1850076 ):

 

 

You have to assign the ID mentioned in the organizational model (e.g. ppoma_crm).

 

 

Within SWI1 you can check the agents assigned to your organizations are found:

  • Select the workflow item and double click on it.
  • Afterwards choose Agent and Agent selected.

 

 

4.8 Process e-mail and incidents in inbox

Within the 7.2 central inbox it is easily possible to process the automatic created incidents. The dispatcher for example can easily forward the incident to a support team.

Therefore, use the Forward button.

 

 

A processer can reserve an incident within the central inbox. Use the Reserve button.

 

 

It is possible to reserve the e-mail or the transaction type. As a result, the processor will be entered.

 

 

This reservation can be reset. Use Reset Reservation button to delete the assignment.

The Complete button is only valid for workflow items e.g. the e-mail item can be completed.

 

 

As a prerequisite, ensure, that the following business function is active (SFW5):

 

 

For more information check: http://help.sap.com/saphelp_crm700_ehp01/helpdata/en/d0/b4631e417c4f8e85e5adca241d057a/content.htm

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 not used anymore in 7.2. As already described the new central inbox will taken from standard.  

5.1 Central 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

  • During a previous chapter the inbox was already created and assigned to the used ZSOLMANPRO business role
  • 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.

 

Inside your own profile, maintain the categories that should be available inside the search of the central inbox.

 

 

It is also possible to create quick searches with transaction CRMC_IC_AUI_QUICKS, e.g.

 

 

These quick searches can be assigned later on in the inbox profile.

 

 

From standard the time periods are defined.

 

5.1.2 Business Role

The Central Inbox work center is part of standard business roles SOLMANDSPTCH and SOLMANPRO.

Check the work center within your custom own Business Role. The E-Mail Inbound Inbox work center was replaced with the Central Inbox.

 

 

Both standard business roles are using Inbox profile AI_IM_INBOX. As already shown a copied inbox profile can be assigned to the Business Role within Function Profile settings.

 

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 ZSOLMANPRO 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 (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. Check that the action is not inactive.

  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).
  • DEFAULT_SENDER_EMAIL: Enter the SAP Solution Manager inbox address defined above
  • 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.
  • ADD_KNOW_ART_TO_MAIL: Optional. This attribute is used to add knowledge articles to the e-mail as PDF attachment if any are attached to the incident.
  • 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 PathSAP 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-mails and incidents 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 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, 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  → Inbound   E-Mail (Inbox)  → Define 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 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 Item 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 7.2 under 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

 

8  Troubleshooting

  • 1846041 How to analyze why an ERMS inbound E-Mail is not found in the agent inbox
  • 455140 Configuration E-Mail, Fax, SMS with SMTP  
  • 1850076 ERMS Inbound E-Mails, Error when processing node
  • 1143079 Agent Inbox is not filled with Responsible Group
  • 1516469 E-Mails do not reach Agent Inbox – Container ACTIONS is empty
  • 2066434 Inbound e-mail not linked to Incident (KBA)

  

 

 

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