we are using 'service confirmation' action profile for outbound mail with the service ticket tracking id and the closing date. But when the service ticket is saved in ICWC(CRM 5.0 SP8) the e-mail sent out(through action based on the status) to the customer is not seen in the business context in the service ticket.
In other case if we save a service ticket and send e-mail from the ICWC(without calling action) the e-mail is linked to the service ticket and can be seen in the business context. We want the e-mail sent out(through action) to be linked to the service ticket in the business context. Please suggest how this can be achieved.
As far as I know the email with tracking id will only appear in the business context once the customer has replied to the mail, not at the time it's being sent. If you want to achieve this you should use workflow and write your own logic to add the email to the business context.
The Links appearing in the Business Context are generally achieved using Doc Flow Functionality . So for this case , if you can implement some Custom Logic to add a Doc Flow entry to the Service Ticket Business Transaction when the Outbound Mail is being sent , then I think it will start appearing the Business Context.