Requirement regarding service desk.

Hi all,

We have one requirement regarding service desk.

We want that - whenever user creates a help desk ticket from SAP R/3 and it comes to service desk in solution manager, a mail should be triggered to a fixed person (say Project manager) which will assign the work to the different message processor.

How is it possible?

Can sms be sent for the same to the fixed person's mobile.

Best regards

Sara