Doubts in Email notification

[Former Member]

Hi,

I have configured a email notification for user status : in process. mail to be sent to msg processor

condition i hve given as

&CRM Service Process.User Status& = E0002SLFN0001 ie when the msg goes to in process mail shd be triggered to msg processor.

Problem:

Now when L1 takes ticket in process, mail is triggered to L1 msg processor, but I wanted mail to be triggered when L1 assigns msg to L2 keeping the status as in process.

any suggestion on what condition do i need to give, so that mail is sent to msg processor, each time processor is changed irrespective of the status of msg.

Regards,

Shyam.

[Former Member · Accepted solution]

You can do it.

- Determine what action profile your service desk message is using

- Determine the action that triggers your email

Then go to transaction SPPFCADM

For the application CRM_ORDER, go to the 'define action profile and actions'.

Find the action definition above, then the action (from above)

In the action merging, select the max . 1 unprocessed action for each definition.

Read more about it in my post here ;[http://www.renet-web.net/2009/07/23/automated-emails-in-sap-solution-manager-made-easy/|http://www.renet-web.net/2009/07/23/automated-emails-in-sap-solution-manager-made-easy/]

Rgds