EAM email notification - Addtional information

[Former Member]

Hello experts,

   Could any one help on Additional information option/tab on EAM which is at controller page? This is about an email notification on 2 steps with additional information task.

   1) Email from controller to firefighter user

   2) Email from Firefighter user to controller

   My controller wants to get information on the usage of the Firefighter Id from the Firefighter user. Hence controller requested for an additional information to the Firefighter user by clicking on additional information (image 1). Now, the log went to the Firefighter user but here the issue occurs.

The Firefighter user receives a work item but Firefighter user does not notified with an email. An email indicating that Firefighter log report requires an additional information for the controller.

In the same way, when the Firefighter user returns the information to the controller  (image 2) then the controller directly receives work item. But controller does not get email notification that Firefighter user returns the log report with an additional information.

     Thank you very much! and Hope to hear from you soon!

Best regards,

Priya

[former_member73766]

Hi Priya,

Please follow the steps in SAP Note 2024111 - Firefighter not receiving email notification on work
item , this should solve your issue, also if the controller ask the info for the second time you need to implement SAP Note 2230867 - WF: Return event e-mail notification not being sent again
if already sent once

Thanks

Rafael

[Former Member]

Hi Rafael,

  Thank you for the reply! and my issue is solved 50% but mot 100%

  Firefighters are receiving the notification when controller sends/forward the log report for additional information. This is solved completely.

  But when the Firefighter return the log item to the controller then Controllers are not receiving the email notification. But but the controllers are having the work item in their work inbox.

  I have created a template for Return notification and updated the table GRFNVNOTIFYMSG.
Also I have included the variables at MSMP and maintain the notification setting.

Thank you very much!

Thanks,

Priya

[Former Member]

Priya not sure if your issue is resolved or not. Did you apply any of the notes mentioned above by Rafael?

You could also check a couple of things if issue is not resolved...

1) Check table GRFNVNOTIFYMSG using SM30 to see if 'Message Class' you created for FORWARD & RETURN are there...if not then make sure you create one...follow this EAM 10.0 How to add Notifications for Return and Forward event in workflow - Governance, Risk and Co...

2) Then make sure the Document Objects, for FORWARD & RETURN, are mapped to your 'Message Class' in SE61.

3) Then follow note 2024111...and make sure new version is generated in MSMP after these Notification Settings in Stage 5.

I'm assuming you've already checked SCOT settings & email id's for controller & ff user etc.

Curious to know how it goes.

Thanks

Rajiv

[Former Member]

I forgot...go to SM30 and check table GRFNVNOTIFYMSGC and your 'Message Class' should be there...rajiv

[Former Member]

Hi Rajiv,

  I have made all the changes but did not work.

  The Fireifghter user not receiving any email when the controller forward for the additional information but Firefighter users are receiving the work item

  I have another strange issue that, when the Firefighter user return the log item then the controller is not getting the work item. but the work item is going to our GRC team

Thanks,

Priya

[Former Member]

Hi Priya,

The Notes suggested by Rafael and WIKI from Rajiv should give you all the details for fixing this.

If you have created custom document objects for forward and return and linked these to message classes are they available in table GRFNVNOTIFYMSG?. Ensure that the last version status of these documents are Active and not raw version in SE61.

Can you re-check if the template ID's for SAP_GRAC_FIREFIGHT_LOG_REPORT  are correctly maintained for forward and return notification Events in the Notification Settings(Step 5 of MSMP)

Also the recipient ID for forward has to be GRAC_REQUESTOR and   GRAC_CURRENT_APPROVERS for return and a new version has been successfully generated in step 7.

Check if SAP Connect is configured properly and controllers and firefighters have valid email address maintained in the user master.

Let us know if you need any other details.

Regards,

Manju