Incident management send email to support team when message created

Hi! We are trying to configure the solution manager incident management (Service Desk). For the phase 1, we just try to see if
a alert or email can be sent to support team member (through either email or business workplace)when a incident message is created. Can someone give me some guide how to do this? Your help is very much appreciated!

Hi,
As Siva said, Configuration steps should be very similar between 7.0 and 7.2. Refer to the below Incident Management document
Process document for Service Desk - http://www.rbe-plus.ru/pdf/solman_ServiceDesk.pdf
https://websmp109.sap-ag.de/~sapdownload/011000358700001230062009E.pdf
Regards,
Arjun
Edited by: Arjun Venkateswarlu. on Jan 13, 2012 11:36 AM

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Send email to Support Team with "New" Status

Dear Expert!
My Service Desk can send email to message creator when support message have created("New" Status), but can not send email to support team. and Service Desk can send mail to Message Creator and Support Team when change Status into "IN Process". So now, I don't know why that's happen ?Please show me about that as soon as possible. Thank you very much
Thanks and Best Regards
Tru Hang

Hi,
Please refer /people/dolores.correa/blog/2007/09/18/sending-e-mail-from-support-message .
Check the last part : Other examples Send mail to Support Team .
Hope this may help you.
Regards,
Nibu Antony

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

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.
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Gavin,
I managed to get this working in our system.
This is what I did:
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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
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              - 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

Incident Management sending EMAIL problem

Dear Solman Gurus,
We are using Sap Solman 7.1 incident management,
As screen shot maintained below. When i try to open a message there 3 options to use incident system. When i choose "Incident(VAR)(SMIV)" and "Support Message(SLFN)" not send automatic EMAIL.
But when i choose "Incident(VAR) V (ZMIV)" it sends EMAIL related to ticket owners. How can i activate sending EMAIL features for others ?
I need your help
Regards

Hello Kemal,
SAP suggest to use new transaction types sucha as SMIN or SMIV
1567003 - FAQ: ST710 Incident Management Frequently Asked Questions
SAP recommends that you transition from your old transaction types (based on transaction type SLFN) to the new ones.
Please check if configurationg is maintained according to blog
Sending E-Mail from Support Message
BR,
K.

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..
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plz help as ASAP...

Suzzane,
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The system can't find support team when support message create

Dear experts,
The system can't find support team when support message create.
It show the error that
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Hey pavienee,
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The action log SLFN0001_ADVANCED_SMDIAG has nothing to do with support team determination.... This action is meant for Solman diagnositics.
Please Reward points for usefull answer and revert for any clartifications.
Regards,
Anand..

I can't send emails from my phone when I'm abroad. How can I change that?

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Hi,
Is it possible to ristict access to the message processers for the field support team and message processer in crm_dno_monitor. Iwant to restrickt message processer should only change message processer field .
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S.Manu

Hi manu,
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Authorization for "Support Team" and "Message processor"

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Vladimir Kogan

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Service Desk: Can't find Support Team when creat.message in satellite syste

Hi all,
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(In the rule pretty much everything is filled with * )
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In the action log for "when message is created, find
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Details of the log:
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Any idea why this is acting differently ?
Thanks
Christian

hi,
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HRBCI_ATTRIBUTES_BUFFER_UPDATE
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from,
Varghese

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Incident management send email to support team when message created

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