on 04-22-2014 3:44 PM
Hello Guys,
we are currently implementing Solution Manager 7.1 SP11 ITSM with VAR scenario.
We have succesfully configured "auto support team determination + mail to support team" for the inital dispatching when new messages are created.
What we now want is: when the 1st Level support team manually forward the message to a 2nd level group, an e-mail should be sent out to the specific support Team.
There is no such action in TX SPPFCADM.
Does anybody have an idea how we can achieve this ?
Thank you very much!
Best Regards,
Dominik Kastner
Thank you for help!
But the problem for me is how i could setup the condition for this action.
Is there a parameter flag like the "&STATUS_CHANGE&", for support team change ?
Because i also set-up the "automatic support team determination", the action should not be triggered when a incident is created. Only when our Service Desk manually change the Support Team in CRMUI.
Best regards,
Dominik
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Hi Dominik,
the most common method is based upon status on which email is triggered
so when the team which is determined is changing the status will set the STATUS to FORWARDED etc
this will trigger your email action for the same
similarly if you don't want to repeat your action for team determination update the schedule condition accordingly.
hope this helps
Regards
Prakhar
Hi Dominik,
There is no standard Action for this but you can easily create your own action.
Please check:
http://scn.sap.com/docs/DOC-35291
Also check:
Service Desk: Support team determination
http://www.sdn.sap.com/irj/scn/weblogs?blog=/pub/wlg/7485
Sending E-Mail from Support Message:
http://www.sdn.sap.com/irj/scn/weblogs?blog=/pub/wlg/7318
Note: 1521582 - Solution Manager: no mail is sent to processor of the message if sender and receiver are the same
Its very easy to create new Action. Above blogs will help you creating them easily. Let me know if any issue.
Thanks
Vikram
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