Support Team Determination and E-Mail using Mailforms

[michael_haehnel]

Hi there,

is it possible to use mail forms in connection with support team determination in SolMan 7.1?

I configured Support team determination with BRF+ and it sends mails, but using smart forms. In action definition AI_SDK_DETERMINE_SUPPORT_TEAM there is no parameter for mail forms. Is there any chance to use mailforms in this context?

Thank for you help

Michael

[BigWheel]

Hi,

for CRM / WEB UI what was mentioned here in the comments

https://answers.sap.com/answers/11575176/view.html

, which was also my attempt, works but unfortunately not for FIORI. The Support Team is being populated immediately with a seperate action for the mailform to be processed later on saving the ticket does not help. Contacted SAP support but the outcome was zero.

If someone has a hint, it would be very welcome.

Kind regards

[Former Member]

Hi Michael

Did you manage to sort this out?

I'm trying to send mail using mail forms.

I've scheduled a condition on status NEW, but i'm still receiving the smartform email.

Regards

Jogi

[Former Member]

Hi Michael,

Handle the Determination and the notification separately.

Schedule the E-Mail-Notifications based on the Status e.g New.

In this way it is possible to use mailforms.

Regards,

Robert

[michael_haehnel]

Hi Robert,

thanks for your idea.

In this case I see the problem, that both actions are in relation to each other:

1. the support team determination must be finshed and the BP value for team stored

2. only after the supp-team-det action the action to send the E-Mail can run

BUT: how can i tell one action to wait for another action?

If I remember well, this was the reason to include sending of e-mail into the support team determination process during the early days of SolMan 7.0.

Michael

[former_member201148]

Hello Michael,

i think you will have it actually, but for the audience...:

SORT Order in the action Profile will handel this:

1. Find Support Team   - Sort Order = 1

2. Mail to Team             - Sort Order = ...~1 = e.g 500

Help:

PPF: Sort Field for Action Definitions

Any number can be entered in this field, which can be used for sorting action definitions in the subsequent display.

If you want to use the sort function, first enter the requested ranking order in this field. You can then define sorting in this field using the layout functions in the action display in your document.

When you choose 'Beim Save Document' the actions are processed in the sequence in which they were displayed previously in the display list. You can use the sort sequence to process actions in a certain sequence.

Note that the individual actions must be independent. As sorting can be changed manually, and actions can be executed manually, there is no guarantee that the actions will always be processed according to the sort sequence in Customizing.

[michael_haehnel]

Hello Kim,

thanks for your reply.

Indeed, I did this.

What I observe is, the action is not triggered at all after creating a new message out of a managed system. The case I am using is mainly this, not creating a message inside SolMan.

Michael