Notification e-mail to the Key User?

[beapasch]

Is it possible, as part of the standard solution or via “simple” customization, to have End User Incident
creation trigger a notification e-mail to the Key User?

[rahul_mishra7 · Accepted solution]

Dear Ms. Pasch,

When a new incident is reported or changes are made to an incident you are
working on, you can receive a BTM task or notification. You can view your tasks
and notifications by clicking
 
Application and User Management Work Center . As a key user, you can receive the following types of task and notification:

• Task — Check Incident [for All Key Users]

All key users receive this task when a new incident is reported.

• Notification — Incident Updated [by Requester or Provider]

You receive this notification when the requester or provider adds new information to the incident.

• Notification — Incident Overdue [for Processor]

               You receive this notification if no changes have been made for 30 days to an incident that you are processing to inform you that the incident will be completed automatically in a further 60 days if no changes are made to it.

Configuration Settings

It is possible to configure certain elements of some of these notifications
in the Business Task Management for Incident Management business
configuration activity. To find this activity, go to the Business Configuration
work center and choose the Implementation Projects view. Select your Implementation project and click Open Activity List . Select the Fine-Tune phase, then select the Business Task Management for Incident Management activity from the activity list.

Before you can do this, you must add the Business Task Management for
Incident Management activity to your project.

To get the eMail notification you must take care that “Task Notification Using E-Mail Channel”.

[Former Member · Accepted solution]

Hi Rahul,

Unlike SAP ByD and C4C, CfTE doesn't support email notification for incident management. The above configuration settings you mentioned are not available in CfTE.

Could you please confirm if the above answer is correct for CfTE?

Best regards,

Sathia