Support Team Responsibilities

[Former Member]

Hi Everyone,

If I have a Support Team Responsibility that assigns all SV-SMG* to the Solution Manager Support Team, is it suppose to send an email to each member of the Support Team (as indicated in the org structure) or just to the address that is indicated in the Solution Manager Support Team Business Partner email field?

thanks,

Jason

[Former Member · Accepted solution]

Hi Jason,

It depends on your Support team configurations. Usually if u have configured SV-SMG* component to land in the message processors box( according to roles and responsibilities) it shd send the message only to the support team members mail id specified in the Business partner link. Some typical configurations are done in this way.

1 Mail to Message processor intimating him that the new message is in his queue for his action.

2. Mail to the message creator when ever there is a change in its status

3. Mail to SAP manager when a message is not taken care of in stipulate service contract time ( Only if the Service contract is implemented) etc etc...

They are some typical scenarios i have seen but never a mail has been sent to the whole support team in the ORG STRUCUTRE.

They are a few inputs from my side.. hopefully they are helpful.

Br,

Sri

Award points if helpful.

[Former Member · Accepted solution]

I think our work around will be emailing a distribution list, but I would have liked to see the email go out to all BP's assigned to the Org Unit.

We're using it on a small scale so all 4-6 basis guys want to receive the email when there is an issue.