Hi all,
I would like to attach inbound e-mails to an existing incident.
The process is as follows. An incident is created, processor changes status to "author action" and a notification mail is triggered. The incident creator now replies to that mail which is forwarded to solman.
I've gone through the hints of E-MAIL INBOUND CONFIGURATION- ALM: Incident Management - SAP IT Service Management on SAP Solution Manager - SCN Wiki
But I do not see any actions within the rule settings that allows attaching the e-mail to the corresponding CRM object, just actions for forwarding automatic reply etc. Maybe you can give me some hints? Do I need to use a custom class that I assign to the service manager profile for ERMS?
Right now I only see incomming e-mails in SOIN and some workflow items in SWI1..
Regards, RP