Emails attached to the Business Context - ERMS

Dear Gurus,
At the moment we have the following implemented with CRM 5.0 SP08: all customers inbound emails sent are manually linked to a Service Ticket by an Agent. This email gets a Tracking ID (the Service Ticket number) and all the subsequent email thread is linked to the Service Ticket.
You can view all emails that relate to a Service Ticket by going to the Business Context link of that Service Ticket.
The issue is: if it is the first time you search for a service ticket after login, all the emails and other documents will display under business context. However, if you end the search and do a second search, there will be only the first email and an interaction record showing-up under business context. If you navigate further down to interaction record, all the emails and documents can be found there instead of being under the Business Context of the Service Ticket.
I would only want the emails to appear under Business Context of the Service Ticket and never within the Interaction Record related to that Service Ticket. Is there a way to correct this?
I have search for OSS notes but could not find anything relevant...
The problem this is causing is that users are not getting clear visibility of the Email threads within the Service Ticket, in order to find an email the user has to open the Interaction Record (under Business Context) and drill-down to find out the relevant emails.
Thanks in advance for your help

Hello Ramki
DECISION_NOTE is a new element created in the standard decision task as of new releases (Note 1643764)
Once the user fills in the comments, they are saved as SOFM Objectsin DECISION_NOTE (this too is multiline element). All we have to do is bind it back to the workflow container in _ATTACH_OBJECTS.
Hi Ronen
Thanks for the suggestion.....I was thinking on the same lines too....if at all we have to change the approach, I need to keep it least disruptive .
Hi Rick
Will test the FM SO_NEW_DOCUMENT_ATT_SEND_API1 ...let me check if I can redefine SENDTASKDESCRIPTION in a delegated subtype of SELFITEM and use this API ....(if at all I can)....
For the wait step part.... the attachment is added to the mail step via the binding from the workflow...._ATTACH_OBJECTS from Workflow to _ATTACH_OBJECTS of the email task...not sure where you want me to set a wait step. Request you to please elaborate a bit more.
Thank you all for your kind inputs!
Will be back with my today's trials...
Regards,
Modak

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''Zenos [[#answer-671940|said]]''
<blockquote>
I suspect that activenetwork.com is the actual provisioner of the email service used by cornerstoneonline.com and there is a misconfigured server or MX record somewhere that is failing to substitute the appropriate ''from:'' address.
The ''reply-to:'' looks like a ham-fisted attempt to get replies to go back to the preferred account, but they don't help you as all the ''from:'' addresses are incorrect.
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and activenetworks.com provides "software for the unique needs of your church"
http://www.fellowshipone.com/features
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I suspect that someone at cornerstone has misconfigured settings at godaddy.com, from whence they appear to purchased the cornerstoneonline.com domain.
</blockquote>
Thanks Zenos, I'll notify them about the information you gave me.

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We route incoming emails through ERMS to a service org. Then through the inbox, we select email and click on 'interact' button to create a service ticket manually. We notice that email does not show in the business context during the interaction but shows up after we click the end button and come back and look at the service ticket again..This works for us in older CRM 5.0 release but is not working in CRM 7.0. Any pointers on the issue? How can we make the email to show up in the business context during the current interaction. Please note that we do not create a separate interaction record for each interaction. Service ticket is our interaction record for interact purposes..
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Hello Dan,
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Lata

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Hi experts,
We have just upgraded system to 7.0. here we are facing a problem when we create a service order and save it.then we go to inbox and search for the service order->create afollow up activity->go to the action and send a follow up email.
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but here once we send the email another interaction record is getting created in business context area and when we click on the interaction record we have the email with status"sent email" in the activity clipboard.
even If we go to SOST t.code we find the email which was sent is listed here.
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Hi Joaquin ,
I have already gone through Notes 669072 scenario 1 and all teh customising is maintained properly.
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Zip the data and send as an email attachment

Hi,
I have a requirement where I want to send the log as an email attachment. The log size is very huge about 20MB. When I try to send this log as an excel attachment through FM SO_DOCUMENT_SEND_API1 its throwing an error related to the attachment size. Is there any way to zip the data and send the zipped attachment?
Any help is really appreciated.
Thnaks,
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which might help you getting the file from the pc or you can change the source path and then send it to the following reciptant
data method1 like sy-ucomm.
data g_user like soudnamei1.
data g_user_data like soudatai1.
data g_owner like soud-usrnam.
data g_receipients like soos1 occurs 0 with header line.
data g_document like sood4 .
data g_header like sood2.
data g_folmam like sofm2.
data g_objcnt like soli occurs 0 with header line.
data g_objhead like soli occurs 0 with header line.
data g_objpara like selc occurs 0 with header line.
data g_objparb like soop1 occurs 0 with header line.
data g_attachments like sood5 occurs 0 with header line.
data g_references like soxrl occurs 0 with header line.
data g_authority like sofa-usracc.
data g_ref_document like sood4.
data g_new_parent like soodk.
data: begin of g_files occurs 10 ,
text(4096) type c,
   end of g_files.
data : fold_number(12) type c,
       fold_yr(2) type c,
       fold_type(3) type c.
parameters ws_file(4096) type c default 'c:\debugger.txt'.
Can me any file fromyour pc ....either xls or word or ppt etc ...
g_user-sapname = sy-uname.
call function 'SO_USER_READ_API1'
exporting
   user                            = g_user
   PREPARE_FOR_FOLDER_ACCESS       = ' '
importing
   user_data                       = g_user_data
EXCEPTIONS
   USER_NOT_EXIST                  = 1
   PARAMETER_ERROR                 = 2
   X_ERROR                         = 3
   OTHERS                          = 4
if sy-subrc <> 0.
MESSAGE ID SY-MSGID TYPE SY-MSGTY NUMBER SY-MSGNO
        WITH SY-MSGV1 SY-MSGV2 SY-MSGV3 SY-MSGV4.
endif.
fold_type = g_user_data-outboxfol+0(3).
fold_yr = g_user_data-outboxfol+3(2).
fold_number = g_user_data-outboxfol+5(12).
clear g_files.
refresh : g_objcnt,
g_objhead,
g_objpara,
g_objparb,
g_receipients,
g_attachments,
g_references,
g_files.
method1 = 'SAVE'.
g_document-foltp = fold_type.
g_document-folyr   = fold_yr.
g_document-folno   = fold_number.
g_document-objtp   = g_user_data-object_typ.
*g_document-OBJYR   = '27'.
*g_document-OBJNO   = '000000002365'.
*g_document-OBJNAM = 'MESSAGE'.
g_document-objdes   = 'Manohar testing by program'.
g_document-folrg   = 'O'.
*g_document-okcode   = 'CHNG'.
g_document-objlen = '0'.
g_document-file_ext = 'TXT'.
g_header-objdes = 'Manohar testing by program'.
g_header-file_ext = 'TXT'.
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exporting
    method             = method1
   office_user        = sy-uname
   ref_document       = g_ref_document
   new_parent         = g_new_parent
importing
   authority          = g_authority
tables
   objcont            = g_objcnt
   objhead            = g_objhead
   objpara            = g_objpara
   objparb            = g_objparb
   recipients         = g_receipients
   attachments        = g_attachments
   references         = g_references
   files              = g_files
changing
    document           = g_document
   header_data        = g_header
FOLMEM_DATA        =
RECEIVE_DATA       =
File from the pc to send...
method1 = 'ATTCREATEFROMPC'.
g_files-text = ws_file.
append g_files.
call function 'SO_DOCUMENT_REPOSITORY_MANAGER'
exporting
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   office_user        = g_owner
   ref_document       = g_ref_document
   new_parent         = g_new_parent
importing
   authority          = g_authority
tables
   objcont            = g_objcnt
   objhead            = g_objhead
   objpara            = g_objpara
   objparb            = g_objparb
   recipients         = g_receipients
   attachments        = g_attachments
   references         = g_references
   files              = g_files
changing
    document           = g_document
   header_data        = g_header
method1 = 'SEND'.
g_receipients-recnam = 'MK085'.
g_receipients-recesc = 'B'.
g_receipients-sndex = 'X'.
append g_receipients.
call function 'SO_DOCUMENT_REPOSITORY_MANAGER'
exporting
    method             = method1
   office_user        = g_owner
   ref_document       = g_ref_document
   new_parent         = g_new_parent
importing
   authority          = g_authority
tables
   objcont            = g_objcnt
   objhead            = g_objhead
   objpara            = g_objpara
   objparb            = g_objparb
   recipients         = g_receipients
   attachments        = g_attachments
   references         = g_references
   files              = g_files
changing
    document           = g_document
   header_data        = g_header.
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