How to create email to Support Team when NEW message created in SupportDesk

Question

Hi there,
I have been sitting with this for a while now, and am quite frustrated. I want to know whether it is possible to generate an email notification to the Support Team in the Service Desk whenever a new message is created by the user. So far, the Org Structure is correctly set up in PPOMA_CRM. The rule CRM_DNO_1 (13200137) is configured and works. Application CRM_ORDER with Action Profile SLFN0001_ADVANCED is configured, and by standard config works by correctly determining the responsible Support Team per SAP Component whenever a new message is created. Lastly, I have configured my own Action Definition that sends an email to the user (Reported By) to notify him whenever the Status of the message changes (like to In Process or Confirmed etc), which works.
Now, whenever a new message is created by a user in the satelite system, it gets created in Service Desk and the Reported By, Sold-to-Party and Support Team are determined and the status of the message is NEW. When looking at the message in Service Desk under Actions, the only action assigned so far is  the "SLFN0001_ADVANCED_FIND_PARTNER - Find support team responsible, when message is created" action. Now, the issue is this: how do you assign an action to the message straight after the Support Team determination, but before any other processing takes place in the message (meaning, you have to click on Change in Service Desk to start processing the message - when doing this, additional actions are assigned). I have created my own Action Definition (copy of SLFN0001_ADVANCED_FIND_PARTNER) and added another Processing Type after the Method Call (CRM_DNO_PARTNER_1) to email a Smartform (Processing Type = Smart Forms Mail) to the Support Team. But from here things just dont work - either it skips the Support Team determination, or it doesn't process the SmartForm type at all. Even by creating a standalone Action Definition and using Partner Determination / Function SLFN0003 (Support Team - almost same like to notify the Reported By about status changes to the message), this newly-defined action doesn't even list under Actions in the message whenever a new message is created. Only after clicking on Change in the message does this action for the first time list and execute, which is pointless - you don't want someone to open the message first and change it to enable notification of the Support Team of a new message; this should happen as soon as the message gets created.
So, if there is anyone out there who has done this before, please help, it would be much appreciated.

Answer 1

Gavin,
I managed to get this working in our system.
This is what I did:
   - action ZSLFN0001_ADVANCED_FIND_PRTNR (copy of SLFN0001_ADVANCED_FIND_PARTNER): changed in processing type the method to ZCRM_DNO_PARTNER_1 which I created as described in note 1041455. The Sort Order of this action has the same number as the original action of SAP (nr. 10 in my case).
   - I created another action Z_MAIL_TO_SUPPORTTEAM_OPEN with Sort Order one higher than the previous (nr. 11 in my case).
Processing Time: When saving document
Processing Times not permitted: No Restrictions
Sort Order: 11
Schedule Automatically
Partner-Dependent: SLNF0003
Determination Technology: Using Conditions that can be Transported
Rule Type: Workflow Conditions
Action Merging: Max. 1 Action for Each Action Definition
Processing Type
              -  Form Name: ZFORM
              -  Processing Class: CL_DOC_PROCESSING_CRM_ORDER
              -  Processing Method: CRM_SRVORDER_EXEC_SMART_FORM
              -  Archive Mode: Mail Only
Then I configured a Schedule Condition for Z_MAIL_TO_SUPPORTTEAM_OPEN: &CRM Service Process.User Status& = E0001ZSMSD001.
For me it's working like a ChaRM now
Hope it also solves your problem!
Best regards,
Roel