Symptom
You are trying to create a Service Request via e-mail but no document is created upon sending the e-mail.
Environment
SAP Business ByDesign
Cause
In order to perform the creation of Service Requests via e-mail, you need to have maintained the following:
- Have performed the needed configuration in the system to allow the exchange of information between SAP Business ByDesign and Microsoft Outlook.
- Downloaded the SAP Business ByDesign Add-In for Microsoft Outlook Integration.
Resolution
This is the system behavior.
- Go to the Business Configuration work center.
- Select Implementation Projects view.
- Click Edit Project Scope.
- Navigate to the Scoping tab.
- Expand Communication and Information Exchange.
- Select Office and Desktop Integration business option.
- Select the Microsoft Outlook® Integration check box.
- Go to Service.
- Expand Customer Care.
- Select Service Request Management.
- 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. - Now you have to download the SAP Business ByDesign Add-In for Microsoft Outlook Integration.
- Go to the Application and User Management work center.
- Select Download Center view.
- Search and download the SAP Add-In for Microsoft Outlook Integration.
- Once you have completed the download, closed and opened Microsoft Outlook, to create the Service Request perform the following:
- In Outlook, log in the system.
- Once you have logged, select the e-mail you want to send for the system.
- Right click on top of the e-mail.
- Go to Service Desk work center.
- Select the Service Requests view.
- 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
Keywords
Service Request, E-mail, Outlook, Integration, Add-In, Unable, Sending, To Send, , KBA , SRD-CRM-SEO , Service Orders , How To
Product
SAP Business ByDesign all versions