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The email is sent twice when I save the service desk message

Hi Guys,

Need you help to resolve below issue.

The email is sent twice when I save the service desk message though condition is not defined for that action.

Solution manager version 7.0 Ehp1

Basis/Abap 701 level 07

BBPCRM 500 level 17

Automatic email should be sent based on below condition.

User status Email to Team

1. To be approved Approve Team

2. To be implemented Implementation Team

3. Implemented Requestor Team

But.....

1. When user status changed to "To be Approved" email is sent to "Approver Team" which is correct.

2. When user status changed to "To be implemented" email is sent to "Implementation team" and "Approver Team" which is not correct.

3. When user status changed to "Implemented" email is sent to "Requestor Team" as well as "Implementation Team" which is not correct.

Action definition and condition configuration is as per SAP standard. Only one mail should be sent based on defined condition.

Appreciate your help in this.

Thanks,

Umesh..


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1 Answer

  • Posted on Apr 30, 2012 at 07:16 AM

    Hi Umesh

    you need to go through the below link it covers how to create an action with conditions for emailing

    http://scn.sap.com/people/dolores.correa/blog/2007/09/18/sending-e-mail-from-support-message

    what i have understood from your query is you dont have proper condition and action processing condition

    understand the above blog and condition

    like schedule condition shoudl when you want the email to get schedule and start when it will fire or send mail

    hope it helps

    regards

    Prakhar

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    • there might be various reasons

      have you checked if there is no other action or previous existing action getting scheduled for email

      you can goto transaction data of the ticket to check actions in the action tab

      here you can see all the actions which got executed. just if there are not required action which are present and executed

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