Hello Experts,
I am facing an issue with ERMS. Need your inputs. I have setup my process as follows:
Customer sends email > Email received in Inbox > Complaint created and linked with Inbound Email >Email responded back by agent.
Since, I was setting this up for the first time hence I decided to use everything as standard and see how it works. I was initially using service request SRVR (which is standard) and it worked just fine with Email being received and Service Request got created with Email tagged inside the Service Request, however with one exception, when I checked for Work item in SWI1 there was no work item displayed.
Then, I changed the standard transaction SRVR with YCOM and changed the transaction in Indirectly called Services and Properties in my Service Manager Profile configuration with my Complaint transaction (BOR object 2000116).
Now email comes to the Inbox and Complaint transaction also gets created but there is no connectivity between Incoming email and Complaint transaction.
Also, when I reply to this Incoming email the replied email gets tagged to Complaint transaction and is seen in the transaction history of Complaint.
Thanks,
Anuj