Send email immediately on creation of support message

Question

How do I set up system to create an email automatically immediately when a support message has been created.
I can get it right to send an email when the status change. But then the message only get send once someone is attending to the message and he/she changes the status.
The reason for this is to send and email with the notification number and description back to the user that he/she can keep as a reference. It can sometimes take more than 2 hours before someone actually open a support message and change the status on that support message.
Therefore I presume that you will not be using an action then or would you still use an action.
Thank you
JB

Answer 1

Jason
Please just clarify the following for me.
SAP note 1041455 refer:
1) Copy the BAdi - I did use SE19:
1a) I copy the BAdi: CRM_DNO_PARTNER1 to  ZCRM_DNO_PARTNER1
      I also copied the imp.Class: now called :ZCL_IM_ZCRM_DNO_PARTNER_1
1b) The note ask me to assign new filter value (Method)
      What must be done here in this step?
1c) I changed the code.
1d) I SAVED but could not activate it, becuase I get message that say the value
      is not unique.
      So I presume it has to do with adding the new filter value that must be added
      in 1b). Must I select a new filter value from the list or must I just type
      in a new value name like "ZCRM_DNO_PARTNER1" and then try and
      activate this new BAdi. Currently the value that is here in the filter value is
      ZCRM_DNO_PARTNER1.
2) Customsing.
     The note refer to the action definition that uses the BAdi and assign the
     new filter value in the processing settings of your action.
     Can you maybe just eloborate to what to do.
Thanks
JB