Integration through ICS
It might be a basic question but it is really creating problem to me. Actually, I want to integrate OSvC to CRM OD through ICS such that incident creation will be triggered from CRMOD. Problem is that, I cannot figure out that where to map contact's mail address as in incident object, only contact ID is accepted not the mail address, and without contact details, incident cannot be created.
So, please help me with - how to create incident through ICS integration?