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No function to create incident from incoming e-mail?

We're implementing the ITSM scenario on SolMan 7.1. I've followed the excellent wiki and I now get the e-mails in the inbound e-mail inbox of my Dispatcher role. However, there's no function to create an incident as a follow-up to the e-mail. I haven't seen this scenario working, so I don't know exactly what it should look like. If anybody finds a good YouTube link, I'd be happy to see it.

Anyway, I'd expect a button Create Incident or similar. There's none (see picture below). The Create functions seen in the left-hand side don't count, as they don't relate to the e-mail I've opened. I want the incident to pick up data, like sender, header, dates, from the e-mail.

Everything should be quite standard. As the wiki says,

By using the inbound e-mail inbox, service desk employees are able to create an incident or service request from an e-mail with a single click.

Now, where should I do this 'single click'?

How can I create an incident from an incoming e-mail?

I don't see the function. Also, I can't find the config spot where we define what transactions can be created out of the e-mail. Something like a PPF definition for the incoming e-mail.


Hi Arto,

Before you get into that screen, you should have a button in your inbox to create the incident/service request. Just watch this demo to see this process in action:

Also, if you want to create the service request automatically through ERMS, take a look into attachment of note 1596134, it's a good starting point

Kind regards,


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