Skip to Content
author's profile photo Former Member
Former Member

Email action not getting triggered in service desk

I have a requirement in Solution Manager Service Desk 7.1 SP10 to send email to Reporter when status of ticket changes I followed steps mentioned in below link by Dolores Correa , but didnot get to see any "action" triggering email , after changing status of the message http://scn.sap.com/people/dolores.correa/blog/2007/09/18/sending-e-mail-from-support-message


T-Code: SPPFCADM Select appl. CRM_ORDER

Enter into action profile SLFN001_ADVANCED and created action definition Z_SEND_MAIL_VIA_ACTION_SENDER

Schedule Automatically

Partner Dependant - SLFN0002 (Reorted by )

Determination Technology - Determination Using Conditions that Can Be Transported

Rule Type - Workflow Conditions

Action Merging - Max. 1 Action for Each Action Definition

Processing type- Smart Forms Mail

Form Name - CRM_REMINDER_MAIL_01

Processing Class - CL_DOC_PROCESSING_CRM_ORDER

Processing Method - CRM_ORDER_EXEC_SMART_FORM

Archive Mode - Mail only


After defining action definition back to T.Code SPPFCADM

Select appl. CRM_ORDER and Condition configuration

For SLFN0001_ADVANCED, created action profile defined in the previous step (Z_SEND_MAIL_VIA_ACTION_SENDER)

As mentioned in about link by Dolores

Defined new Start condition for action profile :

Name: Send_Mail Object Type: BOR BUS2000223

Start condition : &CRM Service Request.User Status& = E0002SLFN0001

Schedule Condition : No Condition (Seen as Fulfilled)


I dont know what I missing here due to that email is not getting triggered and cannot even see any email action in "Action" tab of Support Message


if I am not wrong I have to make changes on SLFNxxxx related transaction type for "Service desk ", not in SMIN transaction type which is for Incident Management


Please help


Thanks

Regards

Jain Pankaj

ServiceDesk.jpg (317.8 kB)
Add a comment
10|10000 characters needed characters exceeded

Assigned Tags

Related questions

1 Answer

  • author's profile photo Former Member
    Former Member
    Posted on Jun 09, 2014 at 07:29 PM

    Hi Jain,

    In solution Manager 7.1,please use the SMIN transaction for incident management.

    Please check the below link for SMIN email configuration.

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

    Please check the below link for new Transaction Types in SAP Solution Manager 7.1

    ITSM & ChaRM

    https://websmp204.sap-ag.de/~sapdownload/011000358700000911492011E/

    Rg,

    Karthik

    Add a comment
    10|10000 characters needed characters exceeded

Before answering

You should only submit an answer when you are proposing a solution to the poster's problem. If you want the poster to clarify the question or provide more information, please leave a comment instead, requesting additional details. When answering, please include specifics, such as step-by-step instructions, context for the solution, and links to useful resources. Also, please make sure that you answer complies with our Rules of Engagement.
You must be Logged in to submit an answer.

Up to 10 attachments (including images) can be used with a maximum of 1.0 MB each and 10.5 MB total.