SOLMAN 7.1 PPF Action - Send email notification for a status every 15mins, fixed duration

[Former Member]

Hi Experts,

I have a requirement in SOLMAN 7.1 Service Desk / ITSM, where they wants the email notification to be sent on a status (eg: New) every 15 minutes, to a support team, until they (support team) picks up the ticket and change the status to other than "New" (eg: In Process).

I am sure this scenario is common, in an organization using Service Desk, where you keep sending reminder to a particular team, until they pick up the tickets.

Below are the configurations done, but still not getting thru.

I don't thing there are any problems with email setup or so on, since my other ppf actions (SPPFCADM / CRMC_ACTION_DEF / CRMC_ACTION_CONF) sending email to the same support team is working fine .

tcode:CRMC_ACTION_CONF

ZMIN_STD

I have selected "Processing Using Selection Report", since i am planning to run the report RSPPFPROCESS every 15mins.

There should be NO schedule condition, right ? (i have tried all 3 options (only with schedule condition, only with start condition, and both).

All seems not working. But under overview tab, i saw this: Schedule Condition: No Condition (Seen as Fulfilled).. does this mean, with only start condition is more than enough ?

This is the start condition (i have 2 statuses, where i want this to happen: New (force L1 to pickup the ticket) and Sent to Vendor (force vendor to pickup the tickets).

Note: I am not using Optimization Rule, since i dont have that much of actions, and i dont think performance wise, there will be any impact.

But let me know if this option can help..

Now, about setting up the jobs to run every 15mins..

tcode: CRMC_ACTION_JOB

Then, after the above selection, save as variant (as shown below).

Below, enter a variant name and description.

For the both entries (D and Z), i have removed it (so, please ignore that).

So, now, create the job in SM36 as RSPPFPROCESS,

start condition: schedule it 15mins periodically (for testing, i make it 5mins)

step: Abap program RSPPFPROCESS, with the variant created just now.

Looks like, after removing the above D and Z entries in the variant, the job is getting the incidents with New statuses.

under the job spool, i am able to see the incidents with New status now....

Please advise what configuration which i have missed or to be corrected.

I really appreciate the help.

I am sure people out there might be looking for similar solution.

Thanks

Shahul

[tanmeya_mohan]

Hi Shahul,

I agree with Former Member

Check you action for below setting -

Tab Action Definition ->

Block Action Determination & Action Mapping ->

Option Action Merging ->

Values for Action Merging: * Max. 1 action for each definition, allows action to be available for one execution only.

* Max. 1 Unprocessed Action for Each Action Definition, allows action to be available again after execution.

You need to select the later one.

Best Regards,

Tanmeya

[Former Member]

Thanks Tanmeya,

I have done as per ur suggestion...

Do I need to change anything else here... please let me know..

How about the below.. I think should be OK..

Thanks in advance, i really appreciate ur help

Thanks

Shahul

[tanmeya_mohan]

Hi Shahul,

Other settings look fine. Let us know the result.

Best Regards,

Tanmeya

[Former Member]

Thanks Tanmeya,

But its still not working..

I have adjusted the following for both schedule and start condition, please advise the appropriate condition for both of them...

I have used these for triggering email during status change, which is working fine..

The question is, how to make sure the JOB RSPPFPROCESS (which is scheduled every 15mins) is able to trigger this action ?

Thanks in advance.

Regards

Shahul

[tanmeya_mohan]

Hi Shahul,

You need to remove the Schedule Condition as shown in screenshot 2.

It will conflict as you have selected "Schedule Automatically" option in first screen-shot.

Also Start Condition as shown in screenshot 3 should be modified & the conditions specified under Schedule Condition as shown in screenshot 2 should be used instead.

I mean drop Schedule Condition.

Drop Start condition for "due date = current date"

User Start consition for "User status = E0001 or E0030"

Also regarding your query wheter these actions are being picked up or not, check "Schedule Action" are for an Incident in UI, after saving these changes & logging in again in UI.

Hope it helps.

Best Regards,

Tanmeya

Message was edited by: Tanmeya Mohan

[Former Member]

Thanks Tanmeya,

Yes, after your config above, i can see them in "Scheduled Action" Assignment Block, as below.

The question now, is how to automate this every 15 mins ?

Really appreciate ur help

Thanks in advance

Shahul

[joost_janssens3]

Hi Shahul,

My two cents: I believe it is reqiured that the action is rescheduled every time the previous one is executed. Then the next run of the job will pick up the newly scheduled action. As soon as the status is changed, no new action will be scheduled and then the mail will no longer be sent. Only downside is that there might be an action pending while the status has been changed already.

Best,

Joost

[tanmeya_mohan]

Hi Shahul,

Would recommend you to please go through the below SAP Note & other related notes under this -

896858 - FAQ: SPPFP - Report RSPPFPROCESS

If you have any dumps/error while execution, please send a screen-shot.

Best Regards,

Tanmeya

[Former Member]

Hello, Joost!

Do you know, what settings can help with rescheduled the action.

In CRMC_ACTION_DEF I check "schedule automatically",  run of the job change status of the action to Green, but new action is not planned (in CRMC_ACTION_DEF I have only start condition USER_STATUS = E0037)

[joost_janssens3]

Hi Shahul,

If your problem is that the mail is only sent once for each of the transactions, the setup of the action itself is not correct: the condition and job look fine, but you need to ensure that the action is set to recurring. There are some options for that in the action definition itself. Then, you will probably need to test this: when the action is executed, a new one should be scheduled automatically. This new action is picked up in the next run of the job, and so on.

Regarding conditions: without checking I would suggest using a schedule condition but you will need to test. Also, I would use the operator EQ instead of something else.

Good luck!

Joost

[former_member768454]

Greetings,

sorry if it does not concern the problem described,

do you know if there is a standard program on solman that produces a report with all the TTs open with an ITSM?

Thank you guys