Work item is not generating when getting the reply email from inquired person
Can you please help me for resolving the below issue
1) In the part of Incident Processing any incident inquiry is send to employee from Incident Manager from People tab email is triggering to particular employee and he is able to open the form and once completion of filling required data if he press send button Automatic mail is triggering with Incident Manager Mail id . But the same is not converting in to work item.not getting in to Incident manager work overview
we are maintained all configurations , if any thing is still yet to configure
1) . " SAP_EHSM_HSS_INCIDENT_EML_REC "Role assigned to Incident Manager & Mail id of IM is maintained in IM User
2) Inbound processing setup was done
If the workflow is still in the "waiting" step, then your inbound email configuration is likely incorrect. i.e. the inbound handler has not been triggered. This is caused either by a routing error on the email (e.g. Outlook exchange server routing rule) or on the SMTP inbound configuration (SMTP node / basis settings) or your exit class configuration (transaction SO50). Please resend the inbound email and check the trace / log files for resolution.