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author's profile photo Former Member
Former Member

Mail notification of routing of business transactions from the Agent Inbox

Dear SAP CRM experts,

I'm working with SAP CRM 2007, in a Service Scenario with the Interaction Center.

I'd like to know how it is possible to send e-mail notifications to people/groups when a business transaction (for example a Service Ticket) is forwarded from an employee to another (or to a group of employees) from the Agent Inbox.

Can anybody help me?

Thanks in advance,

Andrea

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  • author's profile photo Former Member
    Former Member
    Posted on Mar 25, 2009 at 05:11 PM

    I've not been able to create the triggering condition in the Action Editor...

    I've just been able to add to the event repository the UI event ITEMFORWARD, and to create a rule policy (into the Intent Driven Interaction context) which triggers an alert when an employee forwards a Ticket to another.

    Now, my question is the following:

    can I configure the Rule Policy in order to send an e-mail to someone, instead of triggering an Alert?

    I was not able to find this option among the allowed Actions in the Repository...

    Can anybody help me?

    Regards,

    Andrea

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    • Former Member

      Hi Ricci,

      I need the same type of solution. My requirement is if I assign the service ticket to another employee, then email has to trigger to that employee that the service ticket has assigned to me. If you have got the solution could you please share your idea?

      Ex- "A" assigned the ticket to ''B''

      "B" will get the notification mail that service ticket has assigned to me.

      If not anybody is having any idea to solve this?

      Thanx

      Chinmaya

  • author's profile photo Former Member
    Former Member
    Posted on Aug 27, 2009 at 03:58 PM

    .

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