Mail during the creation of Support Message

[Former Member]

Hi,

How can I configure the system to send mail to the Support Team/Message Processor during the creation of support message.

Regards,

Sam

[Former Member]

Here is the answer. It's not possible to send mail to support team when message is created because the support team itself is determined with an action and not available for the email action. See note 812385 - Partner determination: BAdI COM_PARTNER_BADI and access seq

[Former Member]

Hey Jung

Can you please share the source code for programming the partner determination rule as mentioned in the end of ur mentioned note?

Or can i use the same partner determination rule and just write the code of sending the email in this BADI.

Regards

Bilal

[Former Member]

Sample code from SAP for use in BAdi COM_PARTNER_BADI

method IF_EX_COM_PARTNER_BADI~DETERMINATION_ADD_IN_1 .

DATA lc_action_execute TYPE REF TO cl_action_execute.

DATA lv_header_guid TYPE crmt_object_guid.

DATA lv_rule TYPE hrobjec_14.

DATA lv_partner_no TYPE bu_partner.

DATA lv_partner_guid TYPE bu_partner_guid.

DATA ls_partner_s TYPE comt_partner_found_via_badi.

*definition of rule and partner function

lv_rule = 'AC13200137'.

lv_header_guid = is_partner_control-document_id.

*prüfen, ob Auftraggeber schon existiert.

read table it_existing_partners transporting no fields

with key partner_pft = '0001'.

if sy-subrc <> 0.

ev_access_not_possible = 'X'. exit.

endif.

*Lesen der Priorität, wenn keine da, dann BAdI verlassen.

CALL FUNCTION 'CRM_ACTIVITY_H_READ_OW'

EXPORTING

IV_REF_GUID = lv_header_guid

EXCEPTIONS

ACTIVITY_H_NOT_FOUND = 1

OTHERS = 2.

if sy-subrc <> 0.

ev_access_not_possible = 'X'. exit.

endif.

• call partner determination

CALL FUNCTION 'CRM_DNO_READ_PARTNER_WFRULE'

EXPORTING

iv_header_guid = lv_header_guid

iv_act_object = lv_rule

IMPORTING

ev_partner_guid = lv_partner_guid

EXCEPTIONS

input_error = 1

rule_processing_error = 2

OTHERS = 3.

IF sy-subrc IS INITIAL.

*converting guid to BP-No

CALL FUNCTION 'COM_PARTNER_CONVERT_GUID_TO_NO'

EXPORTING

• IV_PARTNER =

IV_PARTNER_GUID = lv_partner_guid

• IV_BYPASS_BUFFER = ' '

• IV_BUFFER_REFRESH = ' '

IMPORTING

EV_PARTNER = lv_partner_no

• EV_PARTNER_GUID =

• ES_BUT000 =

EXCEPTIONS

PARTNER_DOES_NOT_EXIST = 1

OTHERS = 2.

*wenn nicht ok, dann wird die Variable auf X gesetzt, so dass BAdI nochmals durchlaufen wird.

IF SY-SUBRC <> 0.

ev_access_not_possible = 'X'. exit.

ENDIF.

ENDIF.

IF NOT lv_partner_no IS INITIAL.

• fill partner data

ls_partner_s-partner_number = lv_partner_no.

ls_partner_s-no_type = 'BP'.

ls_partner_s-display_type = 'BP'.

INSERT ls_partner_s INTO table et_found_partners.

ELSE.

*wie oben, wenn die Variable auf X steht, dann bedeutet das, dass die Partnerfindung nochmals durchlaufen wird.

ev_access_not_possible = 'X'. exit.

ENDIF.

endmethod.

[Former Member]

Hey Jung

Thanks for the source code. I need to ask you something else as well. I am following the procedure as mentioned in SAP Note 812385. I have implemented the BADI and defined the access sequence. The first step in the note where it tells to deactivate the previous partner determination action is it necessary ? If so then how am I suppose to deactivate it, am using Rule AC13200137 to find support team currently.

Regards

Bilal

[Former Member]

IF you are using Outlook / Microsoft exchange the email can be directed to a distribution list and thus be received by all team members. This happens by setting up each of the team members in SU01 with the distribution list name as the email address ( ie SAP_Basis)

This way any one of the team can respond to the issue posted

[Former Member]

Thanks Jung Yeo

Finally got this thing done.

Regards

Bilal

[Former Member]

Dear Members,

Can you please help me with some Solution document contaning the Configurations for Change request functionality.

Please help.

regards

Vikram Bhatia

vikram_bhatia@satyam.com

[Former Member]

For create Support Message

BADI is SBCOS001

If one writes an implementation maybe

you can do quite a bit of customizing

-jnc@Kolkata

[Former Member]

Hi,

https://websmp205.sap-ag.de/solutionmanager

help.sap.com/solutionmanager

and go to SPRO settings

Prakash

[MariaJoãoRocha]

Hi

To send a mail when a new message is comming you can use

BADI DNO_EVENT_SAVE see note 571782 - Basis notification Badi during the saving

Best Regards,

Maria João Rocha

[Former Member]

Hi,

Try using transaction SPPFCADM - Support Notification -> PPF: Initial Screen in Customizing and SPPFDETCRM - PPF: Action Profile with Conditions to configure.

I hope this helps,

Isaac

[echo_haryono]

hi guys

there is any sample configuration for this

ho to config !, thx for your help

rgds

echo

[Former Member]

Hello Echo,

you should change action profile that is linked to your transaction type (in this case notification type) and add a step to automatically send a mail to some user.

Refer to action profile "*_advanced":here you find a step to send mail.

Oliver