If you are using the Exchange Connector, how does the Workflow get triggered within the email sent to the user?...
In particular, does the Workflow connect back to SAP automatically or does the end user need to log on to SAP via the SAPGUI?
Using Exchange Connector, you can not deliver Work Items to the email client. The best you can do is provide a link back to the User's Business Workplace.
You will need to use either Desktop Workplace or SAP MAPI to allow users to execute their Work Items directly from their e-mail client.
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