Routing of emails with valid Service Ticket Tracking Text

Hi Experts,
System: SAP CRM 2007 (ERMS)
If an email is send to the ERMS system with a valid Service Ticket Tracking Text, based on the rule:
If
Service Ticket Responsible Is Not Equal To ""
Then
Route to Service Ticket Responsible ( Route To (On Exception) = "" )
The email can be routed to the Service Ticket Responsible of the Service Ticket or a default org.
My requirement is to route the email with a valid Service ticket tracking text to the Responsible Org (Service Employee Group) of the Service Ticket.
How can this be made possible. Can any one guide me with the Steps.
Regards,
Namita
Edited by: Namita Singh on Jul 10, 2009 8:42 AM

Hi Namita,
I was trying to simulate your condition and i thought the following could be useful to you.
You validate your tickets based on "Text" for them to be put into the ERMS --(Is it true?)
and then you want the service ticket responsible org to be intimated about the ticket
while selecting the action/parameters --> You will need to add the entry Route E-mail , this will give you the organization unit object .
At the back end in the service manger profile the service id for this is -->AH_ROUTE and the class is CL_CRM_ERMS_AH_ROUTE
There should be an enhancement written in this class for the identification of the Responsible org unit partner function org so that it gets identified as the org to be intimated about the ticket.
The other way is to add the service FG_SVCTKT to your service manger profile(guess it should be the default one) so that then you can check for the Actions/parameters to assign the partner function holding the responsible org data.
Hope this helps
Regards
Raj

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.oO(BarryGBrown)
> I have a php file which generates an email from a form
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required
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function.
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Then you should start simple with plain text. There are some
classes out
there which make it easy to generate text and HTML emails
(phpmailer for
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want to use
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Routing of emails with valid Service Ticket Tracking Text

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