3503676 - A Reply Sent via Email for a Service Request is Not Being Registered in the Document in the System

When replying to a Service Request created via e-mail, the reply is not recorded in the Service Request document, instead a new Service Request is being created in the system.

SAP Business ByDesign

1. Create a new Service Request by sending a e-mail to service.request@myABC.mail.sapbydesign.com (where myABC represents the Tenant Number).
2. Open the Business ByDesign system.
3. Go to the New Business Work Center.
4. Go the Service Requests View.
5. Search for the Service Request created via E-mail.
6. Open, Select View All.
7. Navigate to the General tab.
8. Select the Main Information sub tab.
9. Select Notes and History.
10. Select Add -> Reply to Customer.
11. Select Submit button.
12. Open the e-mail app.
13. Respond to new e-mail generated from the Service Request.

When responding the e-mail, a new Service Request document is created in the Business ByDesign system. The response is not recorded on the Service Request document previously created.

Updating Service Request via e-mail is currently not possible in the Business ByDesign system. It is only possible to create Service Requests from incoming e-mails. 

This is currently the standard system behavior.

In this case, it is required to manually update the Service Request documents with the responses.

KBA 3372934 - Service Request Documents are Not Created From Email via Outlook Addin

KBA 3345865 - How to Create Service Request via Microsoft Outlook 

Configuration: Creating Service Requests From Incoming E-Mails
Service Requests Quick Guide

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