Email notification from Service desk

Question

Hi all
I have setup the service desk, tested, and it is working fine. My next step is that when the message "arrives' in SolMan, I want the system to send an email to the necassery person/people.
Can someone assist me with this?
Jaco

Answer 1

Jaco,
This is how I configured it in our system.
An e-mail will be sent to the Support Team from the moment a new Support Message is created from a satellite system.
Before this action is executed, another action is executed which defines the correct Support Team for the message based on the SID of the satellite system.
     Automatically send mail to Support Team when new Support Message arrives in Solution Manager created from a PRD satellite system
o     Maintain e-mail address for BP of Support Team
o     Implement note 1041455 with ZCRM_DNO_PARTNER_1
o     Action u2018When Message is Created, find Support Team Responsibleu2019 needs to be executed first, otherwise the Support Team field will be empty
o     TA SPPFCADM
o     Application: CRM_ORDER
o     Button: Define Action Profile and Actions
o     Support Desk Message: SLFN0001_ADVANCED > Action Definition
     ZSLFN0001_ADVANCED_FIND_PRTNR > Processing Types
u2022     Method : ZCRM_DNO_PARTNER_1
NEW ACTION: WHEN SEND EMAIL TO SUPPORT TEAM IF "OPEN"
     Action Definition : Z_MAIL_TO_SUPPORTTEAM_OPEN
     Description : Send E-Mail to Support Team if "Open"
     Double-click Z_MAIL_TO_SUPPORTTEAM_OPEN
u2022     Processing Time: Processing when saving document
u2022     Processing Times Not Permitted : No Restrictions
u2022     Sort Order For Display: 11
u2022     Schedule Automatically (no user interaction needed) : checked
u2022     Delete After Processing : not checked
u2022     Changeable in Dialog (action can be manipulated in TA CRMD_ORDER): not checked
u2022     Executable in Dialog : not checked
u2022     Display in Toolbox (show action in Action button of TA CRMD_ORDER) : not checked
u2022     Partner-Dependent (in case of i.e. automatic mailing, here the recipient can be assigned) : checked
o     PartnerFunction : SLFN0003
u2022     Determination Technology : Determination Using Conditions that Can Be Transported
u2022     Rule Type : Workflow Conditions
u2022     Action Merging (define how many times action can be executed) : Max. 1 Action for Each Action Definition
     Z_MAIL_TO_SUPPORTTEAM_OPEN > Processing Types
u2022     Assignment : Smart Forms Mail (in case of i.e. sending notification mails)
u2022     Form Name : ZMAIL_TO_BP
u2022     Processing Class : CL_DOC_PROCESSING_CRM_ORDER
u2022     Processing Method : CRM_SRVORDER_EXEC_SMART_FORM
u2022     Archive Mode : Mail Only
     Define conditions for actions
o     TA SPPFCADM / CRMC_ACTION_CONF
o     Application : CRM_ORDER
o     Button : Condition Configuration (Transportable Conditions)
o     Button : Technical Names
o     Service Desk : SLFN0001_ADVANCED
     Action Z_MAIL_TO_SUPPORTTEAM_OPEN
u2022     Schedule Condition: Z_SEND_MAIL_OPEN
&CRM Service Process.User Status&      = E0001ZSMSD001
Hope this helps.
Best regards,
Roel