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ITSM VAR: Send an e-mail when manually dispatching incidents

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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

Accepted Solutions (1)

Accepted Solutions (1)

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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

prakhar_saxena
Active Contributor
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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

Answers (2)

Answers (2)

VJain
Active Contributor
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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

prakhar_saxena
Active Contributor
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Hi Dominik

you can create a new email action for the particular status you are setting up and dependent upon the partner function(dispatcher field)whom you want to be notified.

kindly check the below

kindly proceed and let us know if you need more help

Thanks

Prakhar