Sending an automatic mail on changing message status

Hey,
I faced this problem previously where i wanted to send a mail to the key user as soon as the message status of any Service Desk message changes from new to In Progress. I received a SAP Tutor file from SAP Support which showed the whole process of configuring it. I implemented it and it was working fine. Now i have this situation that i want to send an email to the user everytime the message status is changed. So what i basically did was that i editted the condition to include all the statuses.
Now the problem i am facing is that the email is only sent when the message status is changed for the first time. Any subsequent changes later on dont result in mail being delivered. Actually that action of
sending mail is not being generated after the first time. Please help mein this regard.
Regards,
Bilal Nazir

Hello Chetan,
First of all, are you using SolMan 3.2 or 3.1? I am asking that because the SAP Tutor file shows old version of Service Desk. If you have 3.2, are you working with SLFN transaction type or SLF1? With SLFN, you have to change action profile SLFN0001_ADVANCED. In order to send email on status change, create a new action as explained in the SAP Tutor, but using the correct action profile. Then create a condition for action for the correct status profile. It should work, it works for me..
I use the standard action "Email to message creator" to send email to message creator. I just configured "Max. 1 Unprocessed Action for Each Action Definition", Scheduled Automatically, Partner Dependent and put the message creator partner function in the Action Definition.
If it does not work for you, please explain in details what you have done and if you have any error message.
Did you check the Actions tabstrip in your Service Desk Message? You have all the log of the actions there, if the action was scheduled and did not work, you should find an error.
Regards,
Raquel Cunha

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Re: Sending an automatic mail on changing message status
Mail during the creation of Support Message
Please reward points.

SolMan automatic mail notification.

Dear All,
i had config all necessary settings for ticketing system through our solution manager .
then i had config SCOt and then through PPF adm i had maintain action for message creater SLFN0002.
and make a condition for In Process.
So when ever i am saving any support message at In Process status then automatically mail generated for key user.
but problem is that
Mail only generated for those support message which had been generated only in SolMan system.
i do not know why so ?
obviously key user will create message from another server , what they are doing from production server and at SolMan support team getting those ticket/message but when SolMan admin is changing support message status from new to In Process then in action tab no action happen related to mail.....
while if for testing purpose i create any message from SolMan only then after changing message status i getting action related to mail in action tab.
Can any one tell why it is going on...
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Dear Vadim Shmarin
Can you check that the message creater (SLFN0002) is filled correctly if        you create message from the satellite system
dear how can i check it out....
as i am checking under transaction data tab
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Description               MATERIALS    16.09.2009 15:49:38
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System Data               MATERIALS    16.09.2009 15:49:38
SY-DBSYS................ ORACLE    10.2.0.2.0
SY-HOST................. sapserver
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SY-SYSID................ MRD
SY-MANDT................ 100
SY-UNAME................ MATERIALS
SY-DATUM................ 20090916
SY-UZEIT................ 153055
SY-ZONLO................ INDIA
as per above information MATERIALS a key user and end user at our devlopment server and through that id i had created message and processing accordingly....
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