autom. create incidents from email via ERMS

[richard_pietsch]

Hi,

simple question: is it possible to automaically create incidents in SolMan 7.1 ITSM by processing incomming emails?

I already read this guide: E-MAIL INBOUND CONFIGURATION- ALM: Incident Management - SAP IT Service Management on SAP Solution M...

As far as I understand, the email is processed via workflow and send to an inbox where a user (dispatcher) can create an incident out of this item.

I've the requirement that mails with a fix structure should be processed automatically. Is is possible via ERMS configuration or do I have to create an exit rule as outlined by Thomas Jung in his post ?

The WebService API for connecting external Service Desks is not (yet) an option... unfortunatelly..

Regards, Richard

[Former Member]

Hi Richard,

die you get any feedback or did you solve this problem.

I have the same question.

Greetings

Michael

[richard_pietsch · Accepted solution]

Hi Michael,

I decided to implement a custom class to handle

inbound mails based in CL_BCS. In the meantime

we built also a custom Webservice to connect

a 3rd party system, the mail interface is used as

backup solution.

Regards, Richard