Incidentmngt: Linking of customer email response

[Former Member]

Hello together,

Unfortunately the linking of a customers' email response to an existing incident (status: customer action) is not working if we activate the automatic search routine for the sold-to party dependent on the reporter of an incident.

This routine is set in SPRO:

Moreover the checkbox "object permitted in determination" checkbox is activated in the organizationmngt (TA: ppoma_crm) and the linking of reporter to sold-to party in new incidents is working properly.

However, if I deactivate this checkbox the automated routine of finding the sold-to party is NOT working BUT the linking of a customers' email response is working instead. Is there any connection between them?

SAP Sol.Man. 710 SP13

If you need any further information pls let me know.

Best

Lucas

[Miguel_Ariño]

Hello,

There is something about organizational units in the rule policy configuration of the Inbound Email in ITSM. I think it is mostly for the mailbox display.

Do you see the emails at all in the inbound email inbox? I find that , if my user ID is not assigned to the org unit defined in the rule policies, I cannot see the inbound emails in the inbox.

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

Best regards,

Miguel Ariño