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Applies to:
Applies to Solution Manager 7.0, Enhancement Pack 1. For more information, visit the Application Management homepage.
Summary
Using the Solution Manager Service Desk scenario, you can set up e-mail notifications to the support team automatically. This article will walk you through these steps.
Author:
Tammy Powlas
Author Bio
Tammy Powlas works for Fairfax Water, is a SAP Mentor and ASUG volunteer with the BI and BITI communities. She is SAP-certified in FI, CO, BW, SEM and ASAP.
Table of Contents
Service Desk E-mail Notification ........................................................................................................................ 3 Background: .................................................................................................................................................... 3 Detailed Steps ................................................................................................................................................. 4 Troubleshooting: ........................................................................................................................................... 17 Related Content ................................................................................................................................................ 18 Disclaimer and Liability Notice .......................................................................................................................... 19
How e-mail notification works: When a support message is created, the support team can automatically be assigned, and then sent an email notifying them that a new ticket has been created. Detailed Steps Transaction SPPFCADM
Select CRM_ORDER first and click button Define Action Profile and Actions
Select COPY
Change the Action Definition and Description. When prompted, select COPY ALL
Press ENTER
Select Partner-Dependent checkbox and change PartnerFunction to SLFN0003, which represents the partner determination for the support team
Also select schedule automatically, and click off changeable in dialog/executable in dialog.
Change the SmartForms as needed. Click SAVE and yellow arrow UP.
Click Change
Enter description
Press ENTER Click SAVE. Yellow arrow up and click YES at Save Data?
Using transaction SMARTFORMS, you can change the format of the e-mail:
Make sure that the first level support business partner has an e-mail address using transaction BP:
Troubleshooting: If your configuration steps are correct and you are not seeing any e-mail, check the master data the business partner transaction BP. If the e-mail addresses are not maintained, then no e-mail will be sent. Also check that the background SAP Connect jobs are running.
To also aid in troubleshooting, check the actions tab of the support message:
Related Content
Service Desk: Support team Determination A workflow eye over Solution Manager Service Desk SAP Help: Incident Management For more information, visit the Application Management homepage.