Send message to a support team

[Former Member]

Hi,

how can I do to send a message automaticatlly, when a new message arrive to our Solution Manager Service Desk ?

Thank's in advanced

Francesc

[Former Member · Accepted solution]

Hi Francesc,

as Fabio said, you need to use the determination rules (tx: PFAC) to get the support team assigned to the support message automatically at creation. You need this because you need a recipient for your automated mail notification.

Afterwards you need to create a new action which send a mail to "support team" and the start condition will be set to status E0001.

For email configuration in general there are a lot of threads in this forum.

Regards

[Former Member · Accepted solution]

Hi Francesco, see the SAP Note 691303 (follow the itutor which is included).

Regards,

Ignacio Benitez.

[Former Member]

Hello Francesc,

To send a Support Message to a Team automatically, use the transaction PFAC. Edit the rule 13200137 and in the "Responsabilities" create your rules. The support message will be directed in agreement with the SAP Component whose you put in your rule.

Regards,

FS.

[Former Member]

Fabio,

that's for assigning a support team. He wants to know how to get an email when a new message comes into the service desk. At least that's how I understand it, he's kind of vague with the requirement.

regards,

Jason

[Former Member]

Hi Francesc,

we would need a bit more information, such as who you want to send the email to.

The good news is this question has been asked many many times. If you do a search you'll find a wealth of info, including notes that might need to be installed. Make sure you search in posts older than 90 days too. This question has been around for a few years.

regards,

Jason