Using 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.
Activities
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 
Capabilities (Optional)
IT Service Management
Inbound E-Mail (Inbox)
.