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solman 7.1 sp12->incident management->e-mail configuration

Hi experts, we have a running solman SP12 configured for VAR scenario, we have been using it for incident management, however, we have not working the mail sending feature. We did the configuration using: "Application Incident Management –Configuration and Upgrade Guide for Service Provider / SAP Channel Partner (VAR) " but theres no anything about mail sending.

When we go to an incident and then More->Send E-Mail->Send , we get the message:"No e-mail adress in your user master record; E-mail will not be sent", however if i check in SU01 and BP transactions,my system users and business partners(related to this users) all have e-mail adress.

Another strange thing is that , in the mail screen, if i select more->from  , i get an empty list

And also, when listing the contact persons for a ticket, the email is empty,however all su01 and business partners, have e-mail assigned:

Does anybody has some tips for configuring e-mail(and make e-mail adresses appear in the incident management screens)?

Thank you so much!

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