E-MAIL issue in service desk

[Former Member]

hi

we are working with service desk with automatic emailing,

i have done all necessary config and its working fine --

means mail is getting triggered to both reporter and support team. ( when message is created in solman)

but when i create a message from R/3 mail is triggered to reporter only and not to support team. ( this is only for the new ticket created and all other statuses mail is triggered to both reporter and support team)

could anyone face similar issue ?

please let me have experts view on this

thanks

Anil

[Former Member · Accepted solution]

Hi Anil,

does the Support Team get assigned automatically to the support message when you create it in Sol Man?

Probably at time of aut. mail triggering there is no mail recipient within the support message (support team did not get assignedyet).

Regards

[Former Member · Accepted solution]

Hi Christian,

i agree to ur answer,

whats way out to overcome this...

thanks

ANil

[prakhar_saxena · Accepted solution]

Hi Anil,

There are various ways of achieving this....one way is to create just one action

This action will call a badi that will use the rule to determine the Support Team first then this badi will trigger mails to Reporter and Support Team ID

Hope it helps

Regards

Prakhar