ICR FBICR3 Maintaining the email template

Dear All,
I would like to use the Standard email template provided in the FBICR3 transaction to trigger email of the Unassigned items to the responsible person. How do I configure the place holders which has key 0005, 0010, 0020 & 0040 to get the Keydate, partner and company information?  When I created email, the email did not translate the 0005, for example, with key date.
Any help will be appreciated.
Thanks
Srini

Hello Vito,
The only automatic update in the standard is when you send an email from FBICR*. Most customers will send an email via Internet email to an external mail server so their employees receive their ICR emails together with their "normal" emails. Replying to an ICR email in an external email solution is completely outside the control of SAP. Therefore we wouldn't know when such a reply is sent.
If you're using SAP Office as your communication solution in this context: There is nothing in the standard and I wouldn't know how to start with implementing something to get what you're asking for. You would have to implement something like "If the subject lines contains the string "ICR" in a relevant position, then try to do something". Finding the relevant ICR data records for which the original email was sent would be difficult at best...
If you want more of a tracking of the communication you could look into the FSSC Service Request integration which was delivered with EHP5. Instead of creating an email this solution will create a Service Request which can then be tracked outside the ERP system.
Another solution / option is to use group email accounts where the emails are not sent to one specific person but to a special mailbox which different people can access and where everyone relevant can review the complete correspondence...
Theoretically you can also trigger a workflow for ICR items based on the BOR services (same function as attachments etc.). But you would have to implement the workflow yourself. Currently there is no standard functionality in place.
Best regards,
Ralph

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    --boundary-name--
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