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Trigger action profile when email is sent through More option in ITSM

Saikumar
Participant
0 Kudos

Hello All ,

Is there any possibility to call action profile , method when we send email through more drop down in ITSM ticket .

Thanks a lot .

Regards,

Sai.

Accepted Solutions (0)

Answers (1)

Answers (1)

Miguel_Ariño
Advisor
Advisor
0 Kudos

Hello,

The email functionality "more => Send email" is not a PPF action , but it leads to another CRM email functionality. So, I would say you cannot do it without enhancing the CRM Web UI component.

If you would like to change that, you would need to create a link that executes a PPF action of your choice. You could take for example the SAP collaboration assignment block for examples of buttons that trigger PPF actions directly, instead of going through the action drop-down.

Best regards,

Miguel Ariño