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Inbox -> Incident Support Team finding

Former Member
0 Kudos

Hi Experts,

I configrate the E-Mail Inbound configuration. When a E-Mail arrived in our SAP Solution Manager 7.2 the Mail created directly a Incident (ZMIN)

I create a new Action in the ERMS Repository - Context ERMS. Its called Create Incident with  Action Service - ID AH_CREATE_INC

So in the Actionparameter I just created "Description)

So in the Inbox, everything looks fine. But!!!

I Want when the E-Mail create a Incident that in the ticket the Support Team is automatically assigned and maybe sold -to -party.

Thank you for your help.

Kindly regards

Tom

Accepted Solutions (0)

Answers (1)

Answers (1)

ganievzm
Explorer
0 Kudos

Hi, Tom?

Could you provide copies of the screens in English, please ?

Regards,

Zavdat Ganiev

Former Member
0 Kudos

Hi Zavdat,

here are the Screenshot in english. Sorry for that 🙂

I Cahnged it from the Rule in the Repository into the Serviceprofile

Thank you.

Kindly regards

Tom

Former Member
0 Kudos

Hi Tom,

is the support team determination working if you raise the incident manually?

Please have a look at those very helpful links, the wiki for the support team determination (Support Team Determination via Business Rule Framework plus - SAP IT Service Management on SAP Solut...)  and the how-to document (

Cheers

Markus

Former Member
0 Kudos

Hi Markus,

the Support Team Dispatching in ZMIN works fine.

But what not working is following. E Mail receive in the Solution Manager.

automatic this E-Mail create a Incident via Serviceprofile.

So what I want is, When E Mail is in the Inbox and create automatically a Incident the Support Team need to be inside the ZMIN.

This is my problem. To create diractly a incident the BRF plus works fine.

Thank you for your help

regards

Tom