Service Desk - Send email when ticket status is changed

[Former Member]

Hi everyone,

In Service Desk Iu2019m trying to get an automated email sent out when the issueu2019s u201CStatusu201D changes.

The problem I have is that I want the email to only be generated if the status value has CHANGED (for example u2013 from u201CNewu201D to u201CIn Processu201D).

We've only gotten it up to this point (following a tutorial I found online).

When a user hits u201CSaveu201D it checks if the ticket status equals a particular value that I specify (for example: u201CIn Processu201D).

So if the ticket status = u201CIn Processu201D an email is sent.

Here lies the problem.

As long as the ticket status is u201CIn Processu201D, even if no changes are made but the user hits u201CSaveu201D, Service Desk will send the email.

I want to set it up so that Service Desk only sends the email if it detects the CHANGE from u201CNewu201D to u201CIn Processu201D.

Is that possible?

[jon_friesen2 · Accepted solution]

Hi Laurence,

You are on the right track. The technique you are looking for was introduced in note 1275036, which introduced the BAdI implementation you need. Check that note out and see if it is what you are looking for.

Jon

[Former Member · Accepted solution]

Hey Jon!

Thanks for your awesome reply.

I just got it configured yesterday thanks to the your reply.

However I'm still getting the same issue (emails sent even if the status wasn't changed).

So I'm going to look into 2 things:

1. Did I set it up properly (double check my settings)

2. Did Inactivating the old setup not work

Thanks for your reply. I'll get back to you if it works!

Cheers,

Laurence

[Former Member · Accepted solution]

Thanks Jon!

I managed to get it implemented in our Solution Manager test environment and it seems to be working! Strangely it doesn't work in our Production environment. But since it works in one I'm confident we'll be able to get it working. Thanks again for your help!

Laurence

[Former Member]

I've had great success with the implementation of badi recommended in note 865619. Also, this badi is usable in both Service Desk as well as ChaRM ticket types.

Cheers,

Pranav

[Former Member]

Thanks Pranav!

I'll look into it and get back to you!