Mails not triggering in CHARM

Question

Hi Experts,
I have configured Solution Manager 4.0 for CHARM.  It is working fine.  My requirement is that, it should trigger mail whenever support team changes.
Initally, I defined a action to trigger mail once whenever a support team is assigned.  It worked fine. But the problem with this setting is that, whenever I change support team, it is not triggering a mail and this is understood because I configured to trigger once only.  So, I changed the setting of action to "unprocessed", it starts triggering mails whenever I change the support team.
Now Issue is that, it is also triggering the mail to support team whenever the transaction is saved (Ex:  When I create change document for a support message, transaction saves automatically) even though support message is not changed.  This leads to unnecessary mails.
In order to avoid unnecessary mails, I deleted the existing action and created a new one wherein start condition was not maintained but maintained setting under scheduled condition as per SAP note 865619 and implemented BADI also. 
Now I am not getting a single mail whenever a support team is assigned or changed.
Any suggestion please provide.
Thanks in advance.
Regards
Kumar

Answer 1

Hi Kumar,
This can be done very well.
For this you can implement the BADI ORDER_SAVE, method CHECK_BEFORE_SAVE.
In this method you write a code as mentioned below,
1. Use FM
  WA_HEADER = IV_GUID.
  Insert wa_header into table lt_header.
  CALL FUNCTION 'CRM_ORDER_READ'
   EXPORTING
     IT_HEADER_GUID                = lt_HEADER
      IT_ITEM_GUID                  =
   IMPORTING
     ET_CUSTOMER_H                  = lt_customer_h
     ET_ORDERADM_H                  = lt_orderadm_h
      ET_OPPORT_H                   =
      ET_PARTNER                    = lt_partner
      ET_STATUS                     = It_status
      ET_REFOBJ                     = lt_CRMT_refobj_WRKT
       ET_SUBJECT                    = lt_CRMT_SUBJECT_WRKT
   EXCEPTIONS
     DOCUMENT_NOT_FOUND            = 1
     ERROR_OCCURRED                = 2
     DOCUMENT_LOCKED               = 3
     NO_CHANGE_AUTHORITY           = 4
     NO_DISPLAY_AUTHORITY          = 5
     NO_CHANGE_ALLOWED             = 6
     OTHERS                        = 7
  IF sy-subrc <> 0.
    MESSAGE ID SY-MSGID TYPE SY-MSGTY NUMBER SY-MSGNO
            WITH SY-MSGV1 SY-MSGV2 SY-MSGV3 SY-MSGV4.
  ENDIF.
2. You will get the Business Partners entered on the screen in the internal table lt_partner, read the address number1 for the partner function of the support team.
3. Get the contents from view CRMV_LINKPARTNER using the LV_GUID. And get the address number2 for partner function of the support team.
4. Compare the address number2 & address number1. If they are not equal then trigger a mail  else don't.
Let me know if you need some more help.
Reward if it helps.
regards,
mahantesh