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Function documentationUsing the Inbox


The inbox provides an overview of the e-mails that are related to incident processing. Incidents can be completely processed in the IT Service Management view.

The inbox shows the e-mails that were sent to and from IT Service Management.


The dispatcher, can perform the following actions:

  • Create an incident from an incoming e-mail

  • Reply in an incident; the system automatically replies to the reporter by e-mail

  • Display the e-mail reply, including attachments, of the customer within the incident

  • Search for the messages that are related to an e-mail

  • When you change the status in the message, the system changes the status in the inbox automatically

More Information

For more information, see the Customizing for SAP Solution Manager under Start of the navigation path Capabilities (Optional) Next navigation step IT Service Management Next navigation step Inbound E-Mail (Inbox) End of the navigation path.