Initiate email from support message

[Former Member]

Hi everyone,

this question is related to the testmanagement workflow. I would like to modify the worklow for the support message and hope someone can help me.

When a user posts a support meassage after testing a transaction I would like the message to be sent to the outlook mail account of the concerning person instead of the message going to service desk. Is this doable with workflow management? If so, how?

Thanks for helping

[Former Member · Accepted solution]

Hi,

You can use the Action Profile for sending Emails when message is created.

Chk the Std Action Profile SLFN0001_ADVANCED and the action SLFN0001_ADVANCED_MAIL

Chk the below blog. Its used to send emails when the status of the message is changed.

/people/emmanuele.prudenzano/blog/2006/08/03/an-advanced-solution-for-sending-email-from-solution-manager-or-crm

Also chk for advanced solution for sending email in the below blog.

/people/emmanuele.prudenzano/blog/2006/08/03/an-advanced-solution-for-sending-email-from-solution-manager-or-crm

Thnx,

Waseem.

[Former Member · Accepted solution]

If I understood right, this e-mail function only works when you have the support message in the service desk...

But we don't have a service desk yet,that is why I want an email created as soon as someone creates a support message.

Is that also possible with the action profile?

[Former Member · Accepted solution]

Hi,

You can create a Z Actions for sending emails when you create a new message by having required START conditions.

Once you create a new message, you will have your Message in OPEN status.

Then you can create an action for triggering emails to PartnerFunction Reported by.

Set you START condition based on this status to send mail.

Have the START condition as like CRM Service Process.User Status& = E0001ZSLFN1 (OPEN STATUS).

Thnx,

Waseem.

[Former Member]

Hi,

You can use the Action profile for sending the E-mail to Partner function through service desk Ticket.

Regards,

Pavan.