SAP Knowledge Base Article - Public

3345865 - How to Create Service Request via Microsoft Outlook


You are trying to create a Service Request via e-mail but no document is created upon sending the e-mail.


SAP Business ByDesign 


In order to perform the creation of Service Requests via e-mail, you need to have maintained the following:

  1. Have performed the needed configuration in the system to allow the exchange of information between SAP Business ByDesign and Microsoft Outlook.
  2. Downloaded the SAP Business ByDesign Add-In for Microsoft Outlook Integration.


This is the system behavior.

  1. Go to the Business Configuration work center.
  2. Select Implementation Projects view.
  3. Click Edit Project Scope.
  4. Navigate to the Scoping tab.
  5. Expand Communication and Information Exchange.
  6. Select Office and Desktop Integration business option.
  7. Select the Microsoft Outlook® Integration check box. 

  8. Go to Service.
  9. Expand Customer Care.
  10. Select Service Request Management.
  11. Scoped the following questions:
    Do you want to create service requests automatically from incoming e-mails? 
    You can create service requests from incoming e-mails. 

  12. Now you have to download the SAP Business ByDesign Add-In for Microsoft Outlook Integration.
  13. Go to the Application and User Management work center.
  14. Select Download Center view.
  15. Search and download the SAP Add-In for Microsoft Outlook Integration.
  16. Once you have completed the download, closed and opened Microsoft Outlook, to create the Service Request perform the following:
  17. In Outlook, log in the system.
  18. Once you have logged, select the e-mail you want to send for the system.
  19. Right click on top of the e-mail.
  20. Go to Service Desk work center.
  21. Select the Service Requests view.
  22. Here you can see that the Service Request was created from the e-mail.

See Also

2025807 - E-mail Text in Edit Output Settings for Service Request is Read Only

Quick Guide for Microsoft Outlook® Integration
Create Service Requests from E-Mails


Service Request, E-mail, Outlook, Integration, Add-In, Unable, Sending, To Send,  , KBA , SRD-CRM-SEO , Service Orders , How To


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