1861250 - ERMS inbound E-mail containing a tracking text does not get linked to the service ticket/service request mentioned in the tracking text | SAP Knowledge Base Article

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1861250 - ERMS inbound E-mail containing a tracking text does not get linked to the service ticket/service request mentioned in the tracking text

Symptom

An inbound E-Mail arrives in the CRM system. Although it contains a tracking text referring to an existing service ticket/service request, it does not get linked to the business transaction mentioned in the tracking text by ERMS workflow.


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Environment

You have set up CRM Interaction Center using

  • a mail form to insert a tracking text to an outbound mail and
  • ERMS workflow to be triggered for inbound E-Mails

Service Tickets (which is a variant of the IC service order business transaction) was introduced in SAP CRM 4.0 Add-On for Services Industries) whereas Service Requests are available starting with CRM 7.0 (SAP note 1261247).

Keywords

Email Verknüpfung Mailformular , KBA , e-mail threading , CRM-IC-EMS , E-Mail Response Management System , CRM-IC-UNI , Agent Inbox , CRM-IC-EMS-AUT , Automated Rule Processing , Problem

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