SOLMAN 7.2 SP05 ITSM : EMAIL Configuration with a fixed SENDER

[former_member1258891]

Hi everyone.

We've successfully upgraded from SolMan 7.1 SPS12 to Solution Manager 7.2 SPS05. We're using ITSM working as VAR with ZMIV transactions.

Everytime that a ticket has a status change, SolMan generates an email and that is correctly sent to requester or processor.

Recently, we've detected (at STCODE SOST) that emails always has the email address of the user that made the change (user or processor) in the ticket. It means that SolMan generates emails of different sender domains, so the user never receive the notification email.

We need to change the sender email address to be something like "noreply@company.com", in both cases (when the requester performs the "reply" action and when processor replies to the user, putting the incident in "Author action".

The one that configured ITSM in the past is out of the company and I'm new with this.

I was looking on internet for days and I wasn't able to find the solution for this situation.

Could you help me, please?

Thank you in advance

[former_member768454]

Hi Robert, since we also have to implement this type of messages with e-mail when opening a Ticket yes ITSM do you have a specific guide for the configuration, to get the e-mail to the end user when the Ticket is opened? Thanks

CP

[DoloresCorrea · Accepted solution]

Hello Robert,

By default the email sender in SOST will be the user that create the PPF action, schedule the PPF action.

I was looking for similar request some days ago, how to specify a "fixed" sender.

Please see SAP Note 788626.

Best regards,

Dolores

[former_member1258891]

Hi.

After find the action that was being executed, I've followed the SAPNote 788626 and the development team made the magic.

Thank you, Dolores!

[BGarcia]

Hi Robert,

You can also check the corresponding action definition in CRMC_ACTION_DEF that is triggering the email. There are some methods (used by the actions) that will allow you to define who will be the sender email through a parameter. Example:

Kind regards,
Garcia