creating incidents automatically through EMails

[former_member1287644]

Hi all,

im studying business informatics and im totally new to SAP and the Solution Manager so I hope you can help me.

We are using Solution Manager 7.1 SP10

My first project is to find out if it is possible to send a Mail with keywords in the subject of the mail (e.g. <Title><ReportedBy><Priority>) to an accurately defined address and the Solution Manager will automatically generate an Incident with the keywords and the mail-text as description.

I hope you can help me with an how-to or something else.

Thank you all,

Sebastian

[prakhar_saxena · Accepted solution]

Hi Sebastian,

This is a known functionality called as ERMS  and you can check the config guide as below

E-MAIL INBOUND CONFIGURATION- ALM: Incident Management - SAP IT Service Management on SAP Solution M...

Hope this helps

Thanks

Prakhar

[former_member1287644 · Accepted solution]

Hi Prakhar,

thank you for your quick reply.

I will have a look and give a new answer

Thanks and greetings,

Sebastian

[former_member1287644 · Accepted solution]

Hi Prakhar,

Is there a chance of creating the incident automatically without an employee clicking on it in the Inbox?

So a customer is writing a mail to this address and the ticket is automatically created by the System without any external "help"?

Thanks

Sebastian