Email action not getting triggered in service desk

[Former Member]

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

[Former Member]

Hi Jain,

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

Please check the below link for SMIN email configuration.

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

[Former Member]

Thanks for reply Karthik

I only want Service Desk not Incident Management

Scenario:

End user (Reporter) should be able to create messages from satellite system and those messages will flow to Solman and message can be seen in t-code: crm_dno_monitor

and when change in message status happens , "Reported By" user should get email notification

Regards

Pankaj

[former_member118647]

In solman 7.1 service desk is called as incident management.

As karthik said you need to use SMIN transaction type and not SLFN in solman 7.1