Sending automatic email notifications ITSM 7.2 from dashboard fiori

[Former Member]

Hello Solman experts,

I want to send automatic email notifications while using dashboard fiori with incident management in SOLMAN 7.2 SP06. with webdynpro CRM_UI I can set it up but with fiori app, I don't know how to do it. Can you please help me? grosso modo, the scenario is the: the service desk processor send back the ticket to reporter asking for information "status customer action". I want automatic email generation with this status.

Thank you for your help.

Mohammed

[Former Member · Accepted solution]

Hello Miguel,

Thank you for your help. After some searches, I think that we don't have to follow your doc for solman 7.2 as almost all actions have been done automatically with solman_setup. But we must activate actions in SPPFCADM to make email notifications available:

<ACTION_PROFILE_NAME>_MAIL_REPORTER: Automatically created email (using smartforms) to reporter if message status is set to customer action or proposed solution

<ACTION_PROFILE_NAME>_MAIL_FORM: Automatically created email (using Mail Forms) to reporter if message status is set to customer action or proposed solution

<ACTION_PROFILE_NAME>_MAIL_INFO_SAP: Automatically created email (using smartforms) to processor in case that SAP provided information

<ACTION_PROFILE_NAME>_MAIL_WATCHLIST: you can add messages to your watch list. when a text to one of these messages, you will receive an automatically created email.

[Miguel_Ariño]

Hello,

The incidents in the Fiori dashboard are CRM transactions too, so the email configuration is exactly the same as ever:

https://wiki.scn.sap.com/wiki/x/cxO7Gg .

Best regards,

Miguel Ariño