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Former Member

Service Desk: How does one automatically notify the team of a new message?

Hi,

How can the Support Team be automatically notified when a message is assign to the team?

Regards,

AW

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3 Answers

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    Former Member
    Oct 28, 2008 at 08:06 PM

    Avrohom-

    This is a pretty hot topic that a lot of people are usually interested in. If you do some searches on this forum for "Automatic Determination of Support Team", "Email Notification", etc you will find that there are some good threads on it. A lot of them have been closed out with a successful solution.

    That would be a good place to start.

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    Former Member
    Oct 29, 2008 at 06:14 AM

    Hey AW,

    Go to IB52 tcode..

    enter the ibase (1) and execute..

    Now select the component which represents your Satelite system and then go the the menu bar and click on Go To-> partners..

    Select partner Function from the Dropdown and select SUPPORT TEAM from the Drop down and then Assign the Business Partner to it....

    Dats it you are done...

    I assumed you have configured Ibase and Component for the Satellite System in question....

    There is one more solution on this. See how does it help you then I will suggest you another one.

    Inspire by rewarding for more details.

    Regards,

    Nikhil

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    Former Member
    Oct 29, 2008 at 06:55 AM

    Hello,

    When I go into transaction IB52 and goto-->Partner

    There the pulldown for function only shows:

    Contact Person

    Employeee responsible

    Service Employee Group

    Ship-To Party

    Sold-To Party

    What is necesary to add the Supprot Team?

    Regards,

    AW

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    • Former Member

      Ok the question was "how can a support team be automatically notified".

      Maintaining the support team field and "dats it" on the iBase will not accomplish this.

      These other functions will also need to be configured:

      Org structure with Support Teams

      Responsibilities

      Partner Determination Procedure

      Action Profiles

      Action Definitions

      SCOT

      SMTP

      Most importantly, note 1041455 will need to be applied along with the associated development. Without this note application automatic notification of a support team cannot occur.

      So I guess my suggestion is:

      a.) Share your current configuration status, what have you done? Unless we know this it is almost impossible to troubleshoot why the notification isnt working

      b.) Perhaps search around the SolMan forums some more (as I previously suggested) b/c people have asked this question numerous times. I did a quick search and found this link which, although doesnt provide a solution, will get you started.

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