follow-up document 0005 outgoing mail

[richard_pietsch]

Hi all,

I defined 0005 (outgoing mail) as follow-up document for our incidents.

Now, when I choose the option via the tool bar (under "More" -> "Send Mail") the systems loads the component BT126H_APPT which is the appointment instead of BT126H_MAIL (regular mail form). If I call the direct link from navigation panel (under group "Create") the correct component is shown.

What can be the issue here? Appears to be a misleading navigation or linkage... I've gone through the UI customizing

Any ideas?

Regards, RP

[richard_pietsch]

solved

[Former Member]

Richard,

Can you share how you solved your issue?

Thanks

Paul

[richard_pietsch]

Hi, I followed this document:

The important issue was "5. In spro go to Customer Relationship Management -> Transactions -> Settings for Activities -> Maintain Categories, Goals, and Priorities -> Maintain Categories.

Ensure that Category "401" (description "E-Mail") use Class "G Email" from the dropdown list."

However, I used a Z* copy of 0005 as I need a different partner det. procedure and integrated this one into my scenario.

[VJain]

Please check my KBA:

2050632 - Solution Manager ITSM - Send EMail option gives "Category 401 is not permitted for transaction type 0005" error

2063309 - Error: "Category 101 does not exist" while creating an Incident from CRM_UI in Solution Ma...

Thanks

Vikram

[VJain]

Sorry the correct one is:

2047306 - Sending E-Mail from an Incident or Change Document opens
an appointment screen instead of ...

https://i7p.wdf.sap.corp/sap/support/notes/2047306

Thanks

Vikram

[Former Member]

Hi Richard,

Which Business Process Role are you using to access your Incidents? I had the same trouble when I used role ZSOLMANREQU but the right component BT126H_MAIL came up when I used ZSOLMANPRO.

Kindest regards

Paul

[Former Member]

I recommend to you to use CRM Email and not smartform.

The procedure can be found here (Step 6):

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