Email to Support Team fails !!!!
Dear friends,
i am having problems in sending an email to support team as soon as the support team is created..
I am using std rule 13200137 and i have configured responsibilites, and this rule works fine and automatic support team is found out as soon as the support team is created ..
But i have also created an action for sending an Email to support team as soon as the support team is created.. which unfortunately is not triggered as soon as the msg is created but is triggered when the support msg is opened for changes...
i have properly configured the action and its start condition and still the problem persists..
I have also used email to msg creator(Sap Standard ) action which is getting triggered properly..
Is it that i am having too many actions triggering at the creation of the support msg that is creating the problem.??
plz help as ASAP...
Suzzane,
I have a quick question regards Email to Suppor Team. I understand that you have to maintain the email address in the ORG level for support Team email address. That looks like a group email address I have to assign to it. Can I make to send to employee(Solver) email addresses instead of creating a group email address and adding those employee email address to group. Please adivce on this.
Thanks
Kumar
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Please refer /people/dolores.correa/blog/2007/09/18/sending-e-mail-from-support-message .
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I managed to get this working in our system.
This is what I did:
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Edited by: Arjun Venkateswarlu. on Jan 13, 2012 11:36 AM -
Hi
I have two Support teams, my requirement is
if Support Team A is selected then a mail should go a two different mail ids and similarly for Team B mail should be triggerred to other two mail ids.
I could able to do with single mail id by assigning it in the BP but not working for two mail ids.
If i create a different distribution lists then how can i link the Support team and the respective distribution list.
I have the support teams in Organization structure and automatic determination is also working perfectly.
In the action definitions --> Condiftions -- > Processing details i tried with the receipient type Organizational uint/position but it is also results in error.
Error log says that Invalid recepient
Kindly advice.
Edited by: Naveen on Mar 23, 2009 1:15 PMHi at all,
does anyone have another solution than creating an outlook distribution list an maintain this in the business partner? I don´t want to create 50 distribution lists and I don´t want to maintain organisational data in two different systems.
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Hello experts,
I have customized the service desk functionality in Solman 7.0 EHP1 according to SAP help and the various (very helpful blogs from sdn). When I create a message from satelite system the "Support Team" field is already filled with the correct business partner, but when I look into the ACTIONS tab I see the following error message (red light) "Find support team responsible, when message is created". In the processing log I have the following entries:
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When I open the created message in change mode and save the message (without any changes), then the email is sent correctly.
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If you decide to schedule the job, create a variant as explained by Cristiano. Enter the Application CRMD_ORDER, Action profile, Action definition if you want to specify which action or actions you want to execute (if you only want to schedule the job for your email to support team action, put this action definition here), Promotion status "0", keep empty field Processing type (do not put INT for e-mail), and select Processing Time "Processing using selection report". Keep dates in blank. Set "Processing without dialog" on. It's very important that you configure your action to be executed via report, as I said in the beginning, otherwise the job will not work and you will have the "0 actions have been selected" message. Also schedule your job periodically with a very short interval if you have many messages created each hour. It also depends on your SCOT configuration. The CRM action job will only send the e-mails to the queue.
The business partner assigned to the user that holds the position below the org unit should be entered in the message processor field, but this should not cause any error in the action that determines the Support Team business partner, as this field is correctly determined. Did you configure any other action or BADI to fulfill the message processor automatically? The standard SLFN0001_ADVANCED_FIND_PARTNER action as far as I know will not do it. I have Solution Manager 7.0 with SP25 and I don't have any error message in the FIND_PARTNER action, it is all green.
If you did not create yet any action or BADI implementation for the message processor, and if you have only one business partner (person) assigned to your support team, as you described (one Org Unit, with one position and one member), you can do the following:
- Go to the Access Sequences definition and copy access sequence 0009 (organizational data: employee for an org. unit). In the Individual Accesses change the Source from Department to Support Team.
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This access sequence uses Rule AC10000258 to determine the business partner Employee of an Org Unit.
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You may also check SAP note [1041455|https://websmp130.sap-ag.de/sap%28bD1lbiZjPTAwMQ==%29/bc/bsp/spn/sapnotes/index2.htm?numm=1041455].
Regards,
Raquel
Edited by: Raquel Cunha on Mar 3, 2011 4:30 PM -
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We implemented note 1041455 and changed the method of the action SLFN0001_ADVANCED_FIND_PARTNER to ZCRM_DNO_PARTNER_1.
However, my Support Team Email Action still does not fire when a Support Message is created. It does fire when we open the Support Message and click save, just like it use to.
Can someone who has implemeted this note please let us know if the did any addtional steps?any ideas?
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[http://help.sap.com/saphelp_wp/helpdata/en/c7/4d09dc10af11d294d100a0c92f024a/content.htm|http://help.sap.com/saphelp_wp/helpdata/en/c7/4d09dc10af11d294d100a0c92f]
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