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.
Leonardo De Araujo