How to create email to Support Team when NEW message created in SupportDesk

[Former Member]

Hi there,

I have been sitting with this for a while now, and am quite frustrated. I want to know whether it is possible to generate an email notification to the Support Team in the Service Desk whenever a new message is created by the user. So far, the Org Structure is correctly set up in PPOMA_CRM. The rule CRM_DNO_1 (13200137) is configured and works. Application CRM_ORDER with Action Profile SLFN0001_ADVANCED is configured, and by standard config works by correctly determining the responsible Support Team per SAP Component whenever a new message is created. Lastly, I have configured my own Action Definition that sends an email to the user (Reported By) to notify him whenever the Status of the message changes (like to In Process or Confirmed etc), which works.

Now, whenever a new message is created by a user in the satelite system, it gets created in Service Desk and the Reported By, Sold-to-Party and Support Team are determined and the status of the message is NEW. When looking at the message in Service Desk under Actions, the only action assigned so far is the "SLFN0001_ADVANCED_FIND_PARTNER - Find support team responsible, when message is created" action. Now, the issue is this: how do you assign an action to the message straight after the Support Team determination, but before any other processing takes place in the message (meaning, you have to click on Change in Service Desk to start processing the message - when doing this, additional actions are assigned). I have created my own Action Definition (copy of SLFN0001_ADVANCED_FIND_PARTNER) and added another Processing Type after the Method Call (CRM_DNO_PARTNER_1) to email a Smartform (Processing Type = Smart Forms Mail) to the Support Team. But from here things just dont work - either it skips the Support Team determination, or it doesn't process the SmartForm type at all. Even by creating a standalone Action Definition and using Partner Determination / Function SLFN0003 (Support Team - almost same like to notify the Reported By about status changes to the message), this newly-defined action doesn't even list under Actions in the message whenever a new message is created. Only after clicking on Change in the message does this action for the first time list and execute, which is pointless - you don't want someone to open the message first and change it to enable notification of the Support Team of a new message; this should happen as soon as the message gets created.

So, if there is anyone out there who has done this before, please help, it would be much appreciated.

[Former Member]

Gavin,

Did this approach solve your problem?

Roel

[Former Member]

Hi,

It requires Z development. Maintain building field as user location in SU01. Then create Z table with the location and corresponding email id. Ask your abaper to write a program which will trigger mail to support team according to location of user who has created ticket. So whenever message is created it will trigger mail to respective support team member or group of them.

Deactivate partner dependant check box in define action for "New"

Regards,

Nikhil

[Former Member]

Thanks for the info, I implemented note 1041455 (hopefully done ok, coz the instructions in the note suck!) - I copied the standard method CRM_DNO_PARTNER_1 to ZCRM_DNO_PARTNER_1 and changed the code as instructed, then assigned the method to action definition Z_ADVANCED_FIND_PARTNER (my copy of SLFN0001_ADVANCED_FIND_PARTNER). My action definition has 2 processing types - the method call ZCRM_DNO_PARTNER_1 (RULE=AC13200137 and PARTNER_FCT=SLFN0003) plus the method Smart Forms Mail with some form assigned. I also assigned the same Sort Order number to my copied action definition as the SLFN0001_ADVANCED_FIND_PARTNER (10, also made this one inactive).

Then, under Conditions for CRM_ORDER for Z_ADVANCED_FIND_PARTNER, Schedule Automatically is on, Processing when saving Doc, Partner Determination = SLFN0003, both methods are assigned, but not Schedule or Start conditions are defined.

Now, I tested this numerous ways, and when I look at the message that was created in Service Desk, the Support Team etc gets determined correctly, but under Actions my action definition is listed twice (which is right, 1 to determine the team, the other to email them). The action to determine the team is green, but the one for the email is red. But looking at the Action Details for the green, the Action tab shows Partner Independent is ticked (why!!??), the Processing tab shows the description of my custom method, but the Log tab shows that the original CRM_DNO_PARTNER_1 has been processed and not my ZCRM_DNO_PARTNER_1. Looking at the red action, the Action tab show Partner Independent ticked, Processing tab = Internet Address (no recipient) and the Log tab says that it couldn't find the address / recipient.

So, it seems like both actions/methods are processed, but it still can't determine the email address of the team (which I did insert in the Business Partner config).

Any help or ideas?

[former_member218864]

Hi Gavin,

For the description that you made It seams that the only problem is the e-mail address for your support team. You need to define the e-mail address for your Organizational Unit (Soupport Team) In the PPOMA_CRM.

Go to the T-Code PPOMA_CRM, find the Support Team Organizational Unit and double click on it, in the detail section bellow select the Address Tab, at the bottom of the tab will be the field E-mail Address and a button that allows to change it. In my case I used a distribution list and in that distribution list are all support team mebers,

I hope this help you.

Regards.

[Former Member]

Gavin,

I managed to get this working in our system.

This is what I did:

- action ZSLFN0001_ADVANCED_FIND_PRTNR (copy of SLFN0001_ADVANCED_FIND_PARTNER): changed in processing type the method to ZCRM_DNO_PARTNER_1 which I created as described in note 1041455. The Sort Order of this action has the same number as the original action of SAP (nr. 10 in my case).

- I created another action Z_MAIL_TO_SUPPORTTEAM_OPEN with Sort Order one higher than the previous (nr. 11 in my case).

• Processing Time: When saving document

• Processing Times not permitted: No Restrictions

• Sort Order: 11

• Schedule Automatically

• Partner-Dependent: SLNF0003

• Determination Technology: Using Conditions that can be Transported

• Rule Type: Workflow Conditions

• Action Merging: Max. 1 Action for Each Action Definition

• Processing Type

- Form Name: ZFORM

- Processing Class: CL_DOC_PROCESSING_CRM_ORDER

- Processing Method: CRM_SRVORDER_EXEC_SMART_FORM

- Archive Mode: Mail Only

Then I configured a Schedule Condition for Z_MAIL_TO_SUPPORTTEAM_OPEN: &CRM Service Process.User Status& = E0001ZSMSD001.

For me it's working like a ChaRM now

Hope it also solves your problem!

Best regards,

Roel

[nelson_e_ochoa]

Hi Roel,

I'm dealing with the same problem regarding actions after partner definition with no success!, could I ask you to share the code of the ZCRM_DNO_PARTNER_1 Badi?, just to be sure that I've correctly applied the 1041455 note.

Many thanks in advance and best regards,

Nelson

[Former Member]

Nelson,

This common problem works in 3 different ways(as of my knowledege after 3 days of dig-through).

We had this same problem. I started to resolve on Monday(31Aug09) and ended a successful solution on Thursday(3Sep09).

I followed note 1041455 and all other steps explained in these folowing threads:

But I had hard luck; nothing worked for me.

The final solution which we found is:

1. I revoked all works i did as per note 4041455.

2. I haven't change anything or copied the standard action definition SLFN0001_ADVANCED_FIND_PARTNER.(10 is sort order as it was - I didn't change).

3. I created a new action definition called: Z_SEND_MAIL_ACTION_SUPPORTTEAM as per the blog

https://www.sdn.sap.com/irj/scn/weblogs?blog=/pub/wlg/7318. [original link is broken] [original link is broken] [original link is broken] The only changes i did:

3.1 I gave sort as 11(which is next to sort order of SLFN0001_ADVANCED_FIND_PARTNER).

3.2 I didn't give any value for "Partner Determination for Action" under tab Action Definition".

3.3 I unchecked the checkbox "Default Settings for Action Definition" for Action Definition under Overview tab.

path is: SPPFCADM->CRM_ORDER->Condition Configuration

3.4 I didn't give any schedule condition or start condition.

It works fine. Anyhow i planned to test with few more test cases by doing some other changes tomorrow.

Hit me back.

Regards,

Sanjai

[former_member89527]

Hello Sanjai,

Thank you for the great steps listed in your response, as I have been working on this issue for some time now. Do you know if these steps are valid for Solution Manager EHP1 SP19? I have gotten all other emails to work when a message is created and assigned a processor but I cannot get it to deliver an email to a support team.

I have set up my support team in the org and as well as responsibilities in the PFAC rule 13200137 but with the same results.

If you or anyone else may know of a resolution to this issue I would greatly appreciate it.

Thanks

Jeremy

[Former Member]

I had the same issue on SM SP19. Applying OSS Note 1041455 is also working for SP19. There is no other way accomplishing this.

To make this working I had to do the following configuration

1.) Partner Determination

Method: ZCRM_DNO_PARTNER_1 (filter value as of 1041455)

Processing time: immediate processing

Sort Orderr: 10

2.) Email Sending

Smart Forms Mail

Processing time: processing when saving document

Sort Order: 11

The different processing time is the key. If both use "processing when saving document" they'll be executed simultaneously which results in an error executing the email sending (no communication data found).

Hope this is helpful.

Heiko

[Former Member]

Hi,

While defining acton for"NEW" assign partner function as "Support team" and then define condition for action.

Please feel free to revert back.

Regards,

Nikhil

[Former Member]

Hi Gavin,

this is a common issue for anyone who has ever tried to do what you are doing. Note 1041455 fixes the problem.

regards,

Jason

[former_member218864]

Hi Gavin,

I configured the same thing that you want. These are my Action definition options:

Name:

Processing Time: Processing when saving the document

Processing Times Not Permitted: No restrictions

Sort Order For Display: 220 (this number is after the partner determination action)

Selected options: Schedule Automatically, Changeable in dialog and Executable in dialog

Partner dependant is selected

Partner Function: SLFN0003

Description: Support Team

Determination Technology: Determination using conditions that can be transported

Rule Type: Workflow conditions

Action Merging: Max 1 Action for each action definition

And some ovious custions but I have to ask, did you add your new action into the condition configuration?, does the Organization Unit (Support Team) has an e-mail account defined?, In the actions tab the action has errors or just did not execute it?

Regards.

Gustavo Balboa