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Former Member

Send message to support team directly after creation.


after a message has been created in the satellite system we would like to get notified about it. I created an action that a message is send to the support team automatically when the support message has the user status new. The problem is that the e-mail will only be send when somebody opens the support message. This is not what we would like to have. We would like to be notified about the new message directly after it has been created. Do we have to develop a report for it or can we use an already existing job?

Thanks and kind regards,


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    Former Member
    Feb 28, 2007 at 08:59 AM

    Hi Jenny,

    You find the correct Support Team by using an action defintion which is using the rule 13200137 isn't it (based on component)?

    First thing you can try is to make sure the action definition for sending the mail will be performed directly after the action definition to find the Support Team (sort order).

    But this could be not the solution. The problem could be, that the Support Team is found to late when saving the message in Solution Manager. And when the Support Team is found to late, no partner is found to send the mail to.

    In this case you have to find your Support Team before saving. This can be established be using the Partner Determination Procedure to find the Support Team instead of using an Action Definition. To find the Partner you have to create a new Access Sequence for finding the Partner bij Component.

    Hope this will help you.


    Remy Piets

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