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Mail is triggered from worng Processor for PPF action

Former Member
0 Kudos

Hi All,

We are using the Change request mangement for Transport mangement.

For sending the mails we are using the smartforms mail configured in

PPF action which sends the mail depending upon the Status and to

Partner function for service message ( SLFN ).

The service message is raised by requester and the support team is

identified depending upon rules maintained and mail is triggered to

support team Partner.

Then if the coordinator of support team i.e processor1 identifies that

the service message is related to different support team then he

change support team and coordiantor name in partner function and then

he changes the status to 'Assigned to Cordiantor' which triggeres the

mail to new corrdinator.

Now the new corrdiantor i.e. processor2 change the stauts to 'In

Process' this triggers the mail to requester but the mail sent to

requseter contains the sender name of processor1 which is wrong bcoz

the status is changed by processor2 so the mail also should be

triggered from Processor2.

This causes the confusion at requester end .

We need to know why the mail is triggered from Processor1 even after

the status is changed by Processor2.

Any help regarding this will great help for us.

Regards,

Amar Kamat

Accepted Solutions (1)

Accepted Solutions (1)

Former Member
0 Kudos

Hi.

What is the schedule condition of your aut. mail action?

Try to have the mail scheduled when status "Assigned to Coordinator" (i.e. the status before start condition is met) is reached. In addition have the current processor automatically be assigned to the support message.

This is done via customizing: Make settings for change transaction types -> <your transaction type> -> specify copy of current user -> enter your transaction type and partner function SDCD0004.

This way the scheduled mail action (wich was scheduled by processor1) should now be updated by processor2 and get the correct sender this way.

Let me know if it worked.

/cheers

Former Member
0 Kudos

Hi Christian

We have defined the Start condition for Status when mail needs to be triggered .

I also tried with the solution of assigning 'SDCD0004' to copy of current user , But still the mail is triggered to requester contains the sender as 'Processor1'.

How the trigered mail finds out the sender address? I debugged the code and found that the information for the class which triggeres the mail is populating from Standard code with some BOR object of sender if you can provide some more information on this that will be the great help for me.

Appreciate your help

Regards,

Amar Kamat

Former Member
0 Kudos

Hi Amar.

This depends on the schedule condition. When the status is set which would meet the schedule condition the business partner who is currently editing the document is assigned as sender. The senders address is maintained in transaction BP (business partners).

Lets assume the following:

- mail action

- processor_a (who schedules the action at first)

- processor_b (the one who's mail address should be used for sending)

- status_a (schedule condition for mail action)

- status_b (start condition for mail action)

So to get the correct sender we need the following steps to be true.

1.) processor_a is editing the document

2.) processor_a sets status_a which schedules the mail action (now processor_a's mail address is filled in as sender)

3.) processor_a stops editing the document and exits transaction (document still got status_a)

4.) processor_b edits the document and should be asked if he wants to "take over the document" (document stil lgot status_a)

5.) after confirming the "take over" and because document status is still status_a (schedule condition) the mail action will be updated to processor_b and processor_b's mail address will be used now.

6.) processor_b sets status_b and mail action will be triggered.

The deal is to get the mail action updated to processor_b which happens at point 4.). To get this working you should follow the instructions I gave in previous post.

In tx: CRMD_ORDER in tab: transaction data you can have a look at the details of the mail action (after it is scheduled or sent) and should find creation date/created by and updating date/updated by.

Hope this helps a bit.

/cheers

Former Member
0 Kudos

Hi Christian ,

I assigned the new schedule condition for the status_b and it worked fine all the way.

Thanks a lot...

Regards,

Amar Kamat

Answers (1)

Answers (1)

Former Member
0 Kudos

Hi ,

Sender name & mail ID are picked from the log in data.

Please check the data maintained for the User ID that is used by processor2.

You can change the user data in transaction SU01 Address Tab.

Also please check the data maintained in BP of the processor2.

regards,

mahantesh

Edited by: Mahantesh Patil on Sep 1, 2008 11:20 AM