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Applies to:
SAP NetWeaver Solution Manager 7.0. For more information, visit the Application Management homepage.
Summary
This article is a hands-on guide with screenshots explaining the step by step procedure for configuring mail in Solution Manager Service Desk.
Author:
Prableen Jolly
Author Bio
Prableen Jolly has 3+ years of experience as SAP Basis Consultant with Accenture Services Pvt.Ltd.
Table of Contents
Table of Contents ............................................................................................................................................... 2 Steps for Mail Configuration in Solution Manager Service Desk ........................................................................ 3 Related Content ................................................................................................................................................ 21 Disclaimer and Liability Notice .......................................................................................................................... 22
b. Now choose the application CRM_ORDER and click on the button Define Action Profile and Actions
c.
Select the Action Profile SLFN0001_ADVANCED, switch to change mode and click on New Entries.
d. Provide the following information in the New Entries screen : Action Definition: Z_SEND_MAIL_VIA_ACTION_SENDER Description: Enter a description Action Settings: Schedule Automatically ( deactivate all others) Partner Determination: Partner Dependent; Partner Function SLFN0002 Action Merging: Max. 1 action for each definition Tab: Action Description: Enter a description
Note: On selecting partner function SLFN0002, the mail would be sent to the message creator. Similarly, if we want that an automatically generated mail should go the message processor, whenever any message is assigned to him/her, then we need to select partner function SLFN0004.
e. Select Processing Types, switch to change mode and click on New Entries.
f.
In Permitted Processing Types, select Smart Forms Mail and then click on the button Set Processing
g. Provide the following input for the Mail Settings : Form Name: CRM_REMINDER_MAIL_01 Processing Class: CL_DOC_PROCESSING_CRM_ORDER Processing Method: CRM_ORDER_EXEC_SMART_FORM
Click on the save button and save the changes in a transport request. Assigning Start Condition
h. Call transaction SPPFCADM, select application CRM_ORDER and click on the button Condition Configuration (Transportable Conditions)
i.
Click on the button Technical Names and select the action profile SLFN0001_ADVANCED
j.
k.
Switch to change mode and click on the create button and make the following selection:
l.
Select the row, click on the tab Start Condition and then click on the button Edit Condition
m. Create a new start condition with the following values: Name: Send_Mail Object Type: BOR BUS2000116 Click on: Click here to create a new condition"
The possible values are: E001 New E002 In Process (Mail will be sent when the message status is changed to in process ) E003 Customer Action E004 Sent to SAP E005 Proposed Solution E006 Confirmed
r.
The default format of the mail that the key user or the message reporter, will receive is as follows: From: Sender [mailto:xxx.yyyy@domain.com] Sent: Date and Time To: Key user Subject: Reminder mail With a pdf attached called: Reminder mail.pdf, with the following content: One of your activities is overdue. Number: 8000000030 Description: Support Message description Please do not respond to this mail, as it was automatically generated. Best Wishes - System Administration
Steps to Change the Content of the Mail In order to change the content of this pdf file, follow the below mentioned steps:a. Go to transaction sppfcadm b. Select CRM_ORDER and click on Define Actions Profile and actions button c. Select SLFN0001_ADVANCED from action profile, click on action definition Z_SEND_MAIL_VIA_ACTION_SENDER that you have created and click on processing types, here you will see the form that is used in your mail is called: CRM_REMINDER_MAIL_01 d. Double click on the form name, this will open the smart form
f.
Now in the smart form select the form attributes in the global settings folder, here you can see the description of the form change it to whatever you want, for example: Message "in process" status.
The mail now looks like: From: Sender [mailto:xxx.yyyy@domain.com] Sent: Date and Time To: Key user Subject: Message "In process" status With a pdf attached called: Message _In process_status.pdf, with the following content: One of your activities is overdue. Number: 8000000072 Description: Support Message description Please do not respond to this mail, as it was automatically generated. Best Wishes - System Administration
Sending the message as text in the email instead of an attachment In transaction SCOT under SMTP node -> internet settings -> output formats, the setting for SAP script/Smart Forms is set to PDF. Change it to TXT, this will populate the body of the email and not send a PDF attachment.
This completes the configuration part. Now, to be able to receive the mails properly, ensure the following:Ensure that SCOT is correctly customized in your Solution Manager system, see note 455140. Ensure the Business Partner assigned to the key user sending the message to Solution Manager system has an email associated in BP transaction
Related Content
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