on 10-14-2010 7:55 AM
Hello!
I try to implement the solution manager incident-management with web dynpro. Especially i have a problem with the web dynpro ags_incident_trans_key.
In SAP-help http://help.sap.com/saphelp_smehp1/helpdata/en/40/8ac473d40943ddb23def12bdb33437/frameset.htm you can read under topic "Replying to Solution Proposals or Questions", that when you do the action "answer" the user status of the support message is reset to In Process. But this doesn't happened. Where can this be customized? In transaction sppfcadm it's not possible, because the button "answer" is no PPF-action (or I can't find it).
Is there any solution, that the support employee is automatical informed with an mail, that the user status of the support message is reset to In Process?
Thanks in advance
Ralph
Hello Ralph,
when you do the action "answer" the user status of the support message is reset to In Process. But this doesn't happened. Where can this be customized? In transaction sppfcadm it's not possible, because the button "answer" is no PPF-action (or I can't find it).
This can be done using the table AGS_WORK_REP_STA.
Is there any solution, that the support employee is automatical informed with an mail, that the user status of the support message is reset to In Process?
Please have a look to this blog : [http://www.sdn.sap.com/irj/scn/weblogs?blog=/pub/wlg/15438] [original link is broken] [original link is broken] [original link is broken];
Hope this helps.
BR.
Stu00E9phane.
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Hello Stéphane,
thank you for your answer. I will check this.
Please have a look to this blog : /people/riccardo.escher/blog/2009/08/21/pep-up-your-charm--part-1-howto-create-a-smart-e-mail-action
--> It's a guide for sppfcadm. I know this transaction very well. I think, I can trigger a mail-action with the status In Process.
Ich will check this too und tell you the results.
Regards,
Ralph
Hello,
sorry, but it doesn't work. I found note 1493154 and installed it.
I had to jump in ZLFN from E0004 to E0002.
The STSMA in table TJ30 is ZLFNHEA2
First I tried AGS_WORK_CUSTOM.
NAME = IM_REP_STA_ZLFN_E0004
VALUE = E0002
No success.
Then I tried AGS_WORK_REP_STA.
ORI_STATUS = E0004
REP_STATUS = E0002.
No success.
What's missing? I hope, the user doesn't need the rights TEXTID=SU15;ACTVT=02....
Regards,
Ralph
Hi,
with your entry in AGS_WORK_REP_STA the status change should work.
Can you please check if there is an authorization issue?
Please also check that the status profile allows a status change from E0004 to E0002.
If that is OK, you can try to debug:
Webdynpro Component AGS_CC_INCIDENT_DETAILS
View V_PREVIEW
Method NEED_CHANGE_STATUS gets the status to set
Method ONACTIONREPLY_MSG_OK changes the status
Regards,
Christoph
Hello Christoph,
Thankx for your answer!
I had to modify the status profile in crmbs02. After that the status changes perfect.
Now I am able to change in transaction crm_dno_monitor the status in two ways:
a) button "action" --> choose action --> everything is fine. A mail is created with PPF-Action and the status changes. But this button is not availbale in the web-dynpro (and that's good!).
b) button "status" --> choose status --> status of incident-dokument changes, but there is no mail-action. The button "status" has the same result as pushing the "answer"-button in the web-dynpro.
The user should use only the web-dynpro-button "answer". So, how musst this mail-action be configured? Maybe in sppfcadm?
Regards,
Ralph
Edited by: Ralph Dollinger on Oct 18, 2010 12:02 PM
Hi,
Please kindly have a look at this link, it may help
there is also another expert blog on email notification
/people/dolores.correa/blog/2007/09/18/sending-e-mail-from-support-message
Hope this helps.
Cheers
SH
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