Sending E-Mail from Support Message
With the following customizing you will create actions to automatically send an e-mail to:
- the creator of the message (key user) when the message status is changed from 'open' to 'in process', transaction type SLFN---Example 1
- the message processor when the message is assigned to him---Example 2
This is an update to the attached SAP Tutor of SAP Marketplace Note 691303.
NOTE: See the latest information in this document Service Desk E-Mail Functionality from February 2010.
NOTE: See also note 1512895 Support team determination + e-mail notific. to support team
Example 1- Mail to message creator
Valid for Solution Manager 7.0 and Solution Manager 7.1, screens taken from a Solution Manager 7.0 stack 9 (note 1011376 applied).
Step 1. Create a new action for action profile SLFN0001_ADVANCED (transaction type SLFN), or for ZMIN_STD (transaction type ZMIN)
Transaction SPPFCADM: Define Action Profile and Actions button.
Application: CRM_ORDER
Action Profile: SLFN0001_ADVANCED
Action Definition: Z_SEND_MAIL_VIA_ACTION_SENDER
Description: Enter a description
Action Settings: Schedule Automatically ( deactivate all others)
Partner Determination: Partner Dependent; Partner Function SLFN0002
Action Merging: Max. 1 action for each definition
Tab: Action Description: Enter a description
Set Processing Type:
Permitted Processing Type: Smart Forms Mail
Form Name: CRM_REMINDER_MAIL_01
Processing Class: CL_DOC_PROCESSING_CRM_ORDER
Processing Method: CRM_ORDER_EXEC_SMART_FORM
SAP has delivered 3 standard smart forms:
CRM_SLFN_ORDER_SERVICE_01, CRM_SLFN_ORDER_SERVICE_02,
CRM_SLFN_ORDER_SERVICE_03. CRM_SLFN_ORDER_SERVICE_01 can only
displays limited text types
Step 2: Assign start condition
Transaction SPPFCADM: Condition Configuration button
Select Technical Names and select the action profile SLFN0001_ADVANCED
Select Start Conditions button:
Create a new start condition with the following values:
Name: Send_Mail
Object Type: BOR BUS2000116 (use BUS2000223 in solman 7.1)
Click on:"Click here to create a new condition"
CRM Service Process: User Status = Constant E0002 of User Status Profile SLFN0001
Transaction CRMBS02 for User Status Profile of SLFN transaction type: SLFN0001 Service Desk Status Header.
Possible constant values for SLFN (see spro-->Define Status Attributes) :
- E0001 New
- E0002 In processà The mail wil be send when the message status is changed from 'open' to 'in process'
- E0003 Customer Action
- E0004 Sent to SAP
- E0005 Proposed Solution
- E0008 Confirmed
Back to actions: Start Condition Tab
Overview Tab:
Processing Details Tab:
In the Support message you will see that the action has been correctly delivered:
Other details to take into account:
Ensure that SCOT is correctly customize in your solman system, see note 455140.
Ensure the Business Partner assigned to the key user sending the message to solman system has an email associated in BP transaction (xxx.yyyy@domain.com)
Mail that the key user, message reporter, will receive:
From: Sender [mailto:xxx.yyyy@domain.com]
Sent: Date and Time
To: Key user
Subject: Reminder mail
With a pdf attatched called: Reminder mail.pdf, with the following content:
One of your activities is overdue.
Number: 8000000030
Description: Support Message description
Please do not respond to this mail, as it was automatically generated.
Best Wishes - System Administration
In order to change the content of this pdf file, go to sppfcadm, select CRM_ORDER and click on Define Actions Profile and actions button, select SLFN0001_ADVANCED from action profile, click on action definition Z_SEND_MAIL_VIA_ACTION_SENDER that you have created and click on processing types, here you will see the form that is used in your mail is called: CRM_REMINDER_MAIL_01
Double click on the form name, this will open the smartform, click on change button:
Now in the smartform select the form attributes in the global settings folder, here you can see the description of the form change it to whatever you want, for example: Message "in process" status.
Also you can change the message content:
The mail now looks like:
From: Sender [mailto:xxx.yyyy@domain.com]
Sent: Date and Time
To: Key user
Subject: Message "In process" status
Wth a pdf attatched called: Message _In process_status.pdf, with the following content:
One of your activities is overdue.
Number: 8000000072
Description: Support Message description
Please do not respond to this mail, as it was automatically generated.
Best Wishes - System Administration
Also see thread:
Sending an automatic mail on changing message status
How to send message as text in the email instead of an attatchment?
In transaction SCOT under SMTP node - internet settings - output formats the setting for SAPscript/Smart Forms is set to PDF. Change it to TXT, this will populate the body of the email and not send a PDF attachement.
How to get all the subject line of email sent with message number in it rather than generic message 'service transaction w/message'
Example 2: Send a mail to message processor
Valid for Solution Manager 4.0, screens taken from a Solution Manager 4.0 stack 9 (note 1011376 applied).
In this case we will create an action that send an email to the message processor when he is assigned in the support desk message. If you want to change the message processor and send a new mail to the new processor, see *
Follow the indications given for example 1 except for the following step:
Action Definition: Z_SEND_MAIL_ACTION_PROCESSOR
Description: Enter a description
Action Settings: Schedule Automatically (Deactivate all others)
Partner Determination: Partner Dependent; Partner Function: SLFN0004
Action Merging: * Max. 1 action for each definition, if you want that another mail is sent to the processor is you change the processor select: Max. 1 Unprocessed Action for Each Action Definition
Name: Send_Mail
Object Type: BOR BUS2000116
Click on:"Click here to create a new condition"
CRM Service Process: User Status=Constant E0002 of User Status Profile SLFN0001
Again assign mail to Business Partner associated to the message processor.
Other examples
Send mail to Support Team when the message is in New status:
Hints:
You may know that the PPF actions are working like this:
First we check the schedule conditions of all relevant actions one by one, according to the sort order, if the schedule condition of one action is satisfied then
a. If the processing time of the action is 3, the start condition of this action will be checked,if start condition is satisfied the action is processed.
b. But if the processing time is 4 for the action, then the action with schedule condition satisfied will be added to a waiting list for action processing. After the schedule condition check is finished for all actions, then the start conditions for all actions in the waiting list will be checked, when start condition is also satisfied the action is processed.
Remember that empty conditions means that are fullfilled.
Also pay attention to the sort order of the action. You should better set a value which is bigger than the ones in the standard actions in the action profile. The sort order determines the sequence of the actions to be triggered. The action with the smaller sort order will be triggered first.
The email sender in SOST will be the user who schedule the action, not the user that processes the action, this is the standard behaviour regarding PPF actions, the user who creates the transaction is the sender of the email.
Please see note 788626 as additionnal example on how to set up a sender according to your wishes.
Note: When you use the same BP number for differents partner fucntions the action is not getting scheduled, this is documented in note:
895546 FAQ: Partner-dependent actions
4. A partner-dependent action is not scheduled or executed although the partner exists. Why is this the case?
Check if the partner appears in two different partner functions. If so, the activated standard implementation of CRM_ACTION_BADI may be the cause of the problem. Deactivate it. See Note 621183 for more information.
NEW!!! Please check note 1275036 "Linking action execution and status change"
"As of Support Package 19 of SAP Solution Manager 7.0, the BAdI implementation AGS_SDK_SCHED_ST_CHD is available, which you can assign actions of the rule type "Conditions Using Business AddIn (BAdI)" in transaction SPPFCADM."
See also note 1271530: Actions are carried out twice in transaction
NEW!!!
Please have a look to this new document "Service Desk E-Mail Functionality" in http://service.sap.com/~sapidb/011000358700001903822008E
See also SCN document Incident Management and Change Request Management: E-Mail functionality in SAP Solution Manager 7.1
Other interesting information can be found in:
Email on Status Change
( Note 865619: Actions should only be scheduled if status is newly set)
(Note 1041455: Partner dependant actions are not executed (2)
(Note 1030139 Partner dependant actions are not executed CRM-BTX-SVO)
- Note 964651: Long text disappears after sending email smartform
- SAP Managed Tags:
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