support desk -sending notification to the user SAP business workplace

[Former Member]

hi team,

in support desk ,a notification has to be sent to the SAP business workplace(SAP inbox).as of now we open up the support ticket,go to the document flow icon,double click on the preceding document notification ,go to change mode and then click on option "Send status to user",

is there a way to send a notification to the SAP inbox by change of the status itself .that is as soon as i open the support ticket and change the status can a notification be sent to SAP inbox

regards

Praveen

[Former Member]

Hi,

Generate E-Mail Automatically from a Support

Notification

SAP Note 691303 describes how to customize an action to automatically send an E-mail to the

creator of a notification (Key User) when the notification status is changed from 'open' to 'in

processu2019.

To include a link to the Support Desk notification in the e-mail, follow the steps described in SAP

Note 733511.

Roles

There are several predefined roles for Support Desk, containing specific authorizations.

Rolle Bezeichnung

SAP_SUPPDESK_ADMIN Administrator role for Support Desk. Comprises

authorizations to configure Support Desk

SAP_SUPPDESK_PROCESS Role for processing Support notifications. Comprises all the

authorizations for notification processing and using the

Solution Database

SAP_SUPPDESK_DISPLAY General display role, no authorization to create or change

notifications

SAP_SUPPDESK_CREATE Role to create Support notifications. This role must be

assigned to both users who will create notifications in the

SAP Solution Manager and to users who will create

notifications from the satellite systems in the SAP Solution

Manager.

If you encounter problems with authorizations when you create a notification by choosing Help

Create Support notification, check the following authorization:

· Authorization object "S_RFC", Activity "Execute"

· Name of the RFC Object to Protect: "/SAPSMO*", "SYST"

· Type of the RFC Object to Protect: "Function group

Regards

Sreedhar Reddy

[Former Member]

hi sridhar,

I am aware of Sending mail notification to the user through actions and we have created actions which would send mail to the Lotus notes Id of the user ,but in our case many users dont have Lotus notes Id so i want this notification to also go to the SAP inbox of the sytem from which the support desk message has been created for Eg R3 Production .

thanks

praveen

[raguraman_c]

Hi,

You need to go for workflow in this case.

SOLMAN does not provide standard workflow template for Servicedesk. Create a custom workflow template for Servicedesk Business Object. Create a rule and assign it to the workflow template.

Hope this helps.

Feel free to revert back.

-=-Ragu