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Jan 22, 2009 at 09:16 PM

Automatic EMAIL creation upon CRM_ORDER creation (SOLMAN Service Desk)

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Hi All,

We configured Service Desk in Solution manager and that uses CRM functionality. We created a ACTION PROFILE from copy of standard SLF00001 and created an entry for ACTION DEFINITION Z_SEND_MAIL_TEAM_ON_CREATION with all settings for automatic issuing.

SCHEDULE AUTOMATICALLY = X

PARTNER DEPENDENT = SLFN0003

Determination Technology Determination Using Conditions that Can Be T

Rule Type Workflow Conditions

Action Merging Set Highest Number of Processed Actions

With the proper Processing type SMARTFORMS below:

Form Name Z_SD_NEW_NOTIF_01

Processing Class CL_DOC_PROCESSING_CRM_ORDER

Processing Method CRM_ORDER_EXEC_SMART_FORM

Archive Mode 1 Mail Only

THE WHOLE QUESTION is about the condition I put to it. I created a start condition called "When new service desk message is created" and put the following condition

&CRM Service Process.User Status& = E0001SLFN0001

I know it is not ideal to identify if it is a message creation but it should suffice.

The problem is that once the message gets created, I get the following in the actions tab in the message:

- The message gets in status YELLOW (NOT PROCESSED), but the START CONDITION E0001SLFN0001 is EXACLTY the same value I have in CONDITION PARAMETERS.

Any idea why the message is not getting triggered?

The log has the following:

Action Z_SEND_MAIL_TEAM_ON_CREATION (Send Email to Support team on creation)

1 conditions for action Z_SEND_MAIL_TEAM_ON_CREATION were read

Condition 1 returns an action template

Number of action templates from the determination: 1

Action is partner dependent, partner determination is performed

1 partner(s) found

Action Z_SEND_MAIL_TEAM_ON_CREATION type MAI was generated and added

Action Merging: One Unprocessed Action with Equality Check

An identical action has been determined again

Action Z_SEND_MAIL_TEAM_ON_CREATION of type MAI is kept

Help is appreciated.

Thanks

Leonardo De Araujo