Jaco, This is how I configured it in our system.

An e-mail will be sent to the Support Team from the moment a new Support Message is created from a satellite system. Before this action is executed, another action is executed which defines the correct Support Team for the message based on the SID of the satellite system.
-Automatically send mail to Support Team when new Support Message arrives in Solution Manager created from a PRD satellite system o Maintain e-mail address for BP of Support Team o Implement note 1041455 with ZCRM_DNO_PARTNER_1 o Action When Message is Created, find Support Team Responsible needs to be executed first, otherwise the Support Team field will be empty o TA SPPFCADM o Application: CRM_ORDER o Button: Define Action Profile and Actions o Support Desk Message: SLFN0001_ADVANCED > Action Definition ZSLFN0001_ADVANCED_FIND_PRTNR > Processing Types Method : ZCRM_DNO_PARTNER_1 NEW ACTION: WHEN SEND EMAIL TO SUPPORT TEAM IF "OPEN" Action Definition : Z_MAIL_TO_SUPPORTTEAM_OPEN Description : Send E-Mail to Support Team if "Open" Double-click Z_MAIL_TO_SUPPORTTEAM_OPEN Processing Time: Processing when saving document Processing Times Not Permitted : No Restrictions Sort Order For Display: 11 Schedule Automatically (no user interaction needed) : checked Delete After Processing : not checked Changeable in Dialog (action can be manipulated in TA CRMD_ORDER): not checked

 Changeable in Dialog (action can be manipulated in TA CRMD_ORDER): not checked Executable in Dialog : not checked Display in Toolbox (show action in Action button of TA CRMD_ORDER) : not checked Partner-Dependent (in case of i.e. automatic mailing, here the recipient can be assigned) : checked o PartnerFunction : SLFN0003 Determination Technology : Determination Using Conditions that Can Be Transported Rule Type : Workflow Conditions Action Merging (define how many times action can be executed) : Max. 1 Action for Each Action Definition Z_MAIL_TO_SUPPORTTEAM_OPEN > Processing Types Assignment : Smart Forms Mail (in case of i.e. sending notification mails) Form Name : ZMAIL_TO_BP Processing Class : CL_DOC_PROCESSING_CRM_ORDER Processing Method : CRM_SRVORDER_EXEC_SMART_FORM Archive Mode : Mail Only Define conditions for actions o TA SPPFCADM / CRMC_ACTION_CONF o Application : CRM_ORDER o Button : Condition Configuration (Transportable Conditions) o Button : Technical Names o Service Desk : SLFN0001_ADVANCED Action Z_MAIL_TO_SUPPORTTEAM_OPEN Schedule Condition: Z_SEND_MAIL_OPEN &CRM Service Process.User Status& = E0001ZSMSD001 -Hope this helps. Best regards, Roel

Jaco Snyman
Posts: 40 Registered: 9/30/08

Re: Email notification from Service desk

Posted: Jan 19, 2009 12:59 PM in response to: Roel Beckers

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Forum Points: 2

Hi Roel I have done it like that. Here is my problem. The message only gets send when i go into Solman, open the message and fill a name in the Reported by field. This field does not get populated automatically. I think this is my problem. When someone creates the message, that person's name should be in the "Reported by" field. Also how do i determine the who gets the message that there is a "call' for him? So there should be two messages send: 1 to the Creator of the message to tell him the message is attended to and another one to the resposible person. Can you assist in this?
Jaco Snyman

Guest

Re: Email notification from Service desk

Posted: Jan 19, 2009 1:03 PM in response to: Jaco Snyman

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Jaco, To make sure that the Reported By field is populated with the username of the user that is creating the message from a satellite system; you need to verify that in the Identification tab of the Business Partner of the user, the satellite system with the correct SID / Client / Installation number / username is maintained. Roel

Jaco Snyman
Posts: 40 Registered: 9/30/08

Re: Email notification from Service desk

Posted: Jan 19, 2009 1:16 PM in response to: Guest

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Forum Points: 2

Hi Roel I will make sure of this, thanx. Jaco

Jaco Snyman
Posts: 40 Registered: 9/30/08

Re: Email notification from Service desk

Posted: Jan 22, 2009 9:12 AM in response to: Guest

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Forum Points: 2

Hi Roel It worked perfectly, thanx. What is the difference between: Sold-to-Party, Reported by, Support Team and Message Processor? And how are these populated. When I change the status to "In Progress" the Reported by gets a mail which states that "One of your activities is overdue". I do not understand. Could you please shed some wisdom on this?
Jaco

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