How to reference incident message texts in mailforms

[tobias_gbel]

Dear solman-specialists,

i am currently implementing an incident-management-solution on solman71 (SP10).

For creation of emails (both to reporters and processors of incidents) i want to use mailforms - not smartforms - as i do not have any know-how in how to create mails via smartforms.

My Question: is it possible to reference the long texts from incidents (eg. description, customer action, proposed solution) in the mailform?

In our environment the requestors of incidents do not have access to the solution manager. Therefore i need to keep them up to date via email (for example if i need them to read the text that has been added to customer action and give feedback to the support team).

Thanks and kind regards,

Tobias

[VJain]

Hi Tobias,

Please check below Blog and KBA:

Incident Management and Change Request Management: E-Mail functionality in SAP Solution Manager 7.1

http://scn.sap.com/docs/DOC-35291

1831361 - Solution Manager - Changing status in CRM_UI gives BSP error

Exception Class - CX_SY_DYN_CALL_PARAM_MISSING

Thanks

Vikram

[tobias_gbel]

Dear Vikram,

thanks for the reply. The document you referenced is very helpfull for the general implementation of e-mail functionality in Solman71.

Unfortunately it does not help me with my issue. I need to find out a way to create automatically sent mails (via crm mail forms) which have specific long texts of the corresponding incidents in their bodies.

Any further advice here?

Thanks and regards,

Tobias