Re: Inbox email search with no routing

Hi Mohit,

I think there are 3 choices for you.

1. If you know the searvice requese ID, then the quickest way is you search

for service requests first in inbox and then check the linkage for email.

2. If you know the description of Email, you can search by search criteria "Description"

in inbox.

3. Or you can customize to assign all incoming emails which are triggerring the creation of a service request to some org. unit. Then you can search the email by org. unit in inbox.

To enable this. You need to do following steps:

3-1. Assigning the incomming E-mail address to relevant Service Manager Profiles.

    You can refer to step 4.3 Assigning Service Manager Profiles in following wiki link：            http://wiki.scn.sap.com/wiki/x/Jw2EFQ.

3-2. define the relevant Service Manager Profiles

    You can refer to the screenshot under "step 3 Ensure that agents are identified either by"

    in KBA　 1850076．http://service.sap.com/sap/support/notes/1850076

    Here you maintain your rule policy and DEF_ROUTING.

    Note: DEF_ROUTING needs to be defined in the service manager profile (Transaction    CRMC_ERMS_SM_PROF) as safety net to ensure that the E-Mail is routed to an organizational unit    in case no org. units could be found because of evaluation of rules defined in the rule modeler

3-3. logon by IC_MANAGER role, and defind your rule policy. You can set action to route emails

    to your expected org. unit.

    You can refer to following step 4.7.1 to 4.7.5 and 4.7.6 in following wiki link：          http://wiki.scn.sap.com/wiki/x/Jw2EFQ .

    4.7.1              Creating Rule Policies

    4.7.5              Creating Actions

3-4. make sure, the agent you logged on IC WebUI by is ssigned to the organizational unit to which      the mails has been routed in the org model

3-5. This note 1375170 offerred the possibility to select Emails by org. unit.

    You need to implement the BEFORE_SEARCH method of BAdi CRM_IC_INBOX_BADI. Please read note 1375170 thoroughly, you can also find an attached coding example in this note 1375170.http://service.sap.com/sap/support/notes/1375170

3-6. after above, you can search the relevant emails by org. unit. you can find all emails which

    triggerred to create the service request.

Hope above information helps.

Best Regards,

Bruce