2430345 - Cannot create Incidents and Service Request from Inbox

User is  creating incidents and service request from ITSM inbox.

Buttons "Create Incidents "and "Create Service Requests"  are active.  However,  the incidents and service requests are not created when you select the email and press the corresponding button.

System opens a new window to select the transactions type, for example ZMIN , but it doesn't create the transaction. It does nothing.

SAP Solution Manager 7.2

email inbound, ERMS, SOLMAN, ITSM, IT service Management, AI_INBOX, create incident, Inbox , KBA , SV-SMG-SUP , Service Desk / Incident Management , CRM-BTX-SRQ-INC , Incident Management , Problem