Hi,
simple question: is it possible to automaically create incidents in SolMan 7.1 ITSM by processing incomming emails?
I already read this guide: E-MAIL INBOUND CONFIGURATION- ALM: Incident Management - SAP IT Service Management on SAP Solution Manager - SCN Wiki
As far as I understand, the email is processed via workflow and send to an inbox where a user (dispatcher) can create an incident out of this item.
I've the requirement that mails with a fix structure should be processed automatically. Is is possible via ERMS configuration or do I have to create an exit rule as outlined by Thomas Jung in his post Receiving E-Mail and processing it with ABAP - Version 610 and Higher?
The WebService API for connecting external Service Desks is not (yet) an option... unfortunatelly..
Regards, Richard