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Action when a Support Team - Business Partner Changes

Happy new year.

This is a question that may lead to different answers. We appreciate in advance your contribution.

In the CRM WebUI / ITSM, when a Support Team (Assigned Team) is changed, we want to notify that team via email. We need to stress the fact that the action does not depend on a change in the User Status, but only when the Support Team field is updated with another team.

We initially created and action via CRMC_ACTION_DEF depending on SLFN0003 (Support Team), but we found ourselves before CRMC_ACTION_CONF not knowing what condition to create, because what equation can we use to schedule a condition: "if Support Team changes proceed"?

We believe then there is ABAP code involved, but would like to know from the community what may be the best approach.

Thanks,

Juan

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3 Answers

  • Jan 17 at 01:44 PM

    Hi Juan-Carlos Garcia-Garavito,

    You can check below thread which has a sample code you can adapt.

    https://answers.sap.com/questions/326890/solman-72-itsm-send-email-to-support-team-when-cha.html

    Hope this resolves

    Thanks

    Prakhar

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  • Jan 17 at 01:14 PM

    Hello Juan,

    with a customer own implementation to BADI CRM_ACTION_BADI the required functionality should be possible.

    Consider the note 512973 & the documentation of BADI CRM_ACTION_BADI for your issue.

    Best Regards

    Gerhard

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  • Feb 16 at 03:37 PM

    Thanks to both Prakhar and Gerhard. Prakhar: I knew there was an answer somewhere, already, but none of the searches I did, in which I am 100% I included "Support Team" and "changed" , retrieved me what you found for me. Many, many thanks, indeed to both.

    Juan

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