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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

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




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



Jain Pankaj

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  • 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



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