Initiate email from support message

Hi everyone,
this question is related to the testmanagement workflow. I would like to modify the worklow for the support message and hope someone can help me.
When a user posts a support meassage after testing a transaction I would like the message to be sent to the outlook mail account of the concerning person instead of the message going to service desk. Is this doable with workflow management? If so, how?
Thanks for helping

Hi,
You can use the Action Profile for sending Emails when message is created.
Chk the Std Action Profile SLFN0001_ADVANCED and the action SLFN0001_ADVANCED_MAIL
Chk the below blog. Its used to send emails when the status of the message is changed.
/people/emmanuele.prudenzano/blog/2006/08/03/an-advanced-solution-for-sending-email-from-solution-manager-or-crm
Also chk for advanced solution for sending email in the below blog.
/people/emmanuele.prudenzano/blog/2006/08/03/an-advanced-solution-for-sending-email-from-solution-manager-or-crm
Thnx,
Waseem.

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Initiate email from support message

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