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
For more information, see the Customizing for SAP Solution Manager under
.