Issue Management clarification

[Former Member]

Hi All,

I have got the following doubts related to issue management.

1. how is the issue is sent to the processor automatically. where is the configuration done for this .

2. can we be able to configure automatic email notification to the processor.

i tried to define a email notification but it was not successful. only the issue is trggered and the smartform is not getting triggered.

kindly advice on where can we find this configuration.

Regards,

Subhashini.

[former_member207325 · Accepted solution]

Hello Subhashini,

The standard transaction type for an issue is 'SLFI' and you can have a look in the SAP Solution Manager by using the transaction SPRO and there you can find the definition with the CRM IMG below Transactions->Basic Settings. The default action profile is 'SLFI_ACTION_PROFILE'. That profile trigger the email notification if the processor of an issue is changing. You can replace that action profile by your own action profile.

Best regards,

Veit.

[Former Member]

Hi all,

Thanks for your inputs . I have defined the smartforms and it is triggering the email as per the req.

Thanks for the help.

Regards,

Subhashini.

[Former Member]

Hi Fernanado,

when i go through the help, i could understand that it activates the automatic notification when technical attributes are changed.

i am not sure about what technical attributes they are referring. is it the status change or priority or something else.

I have copied the slfi action profile and made a Z copy of it. intially when the issue is created , the automatic notification works fine.

but i want this notification for my custom defined statuses.

when i look in to the action profile there is only one action item where it logs the change made.

i wanted to know where can i control this automatic notification for a set of statuses.

kindly advice on how can i tackle this problem.

Regards,

Subhashini.

[Former Member]

Hi Subashni

You need to create an Action Profile for your Z transaction type. In that profile you define your actions and the which is basically tellin solman waht to do when a specific status is choosen. You then also need to define the condition for that action.

[Former Member]

Hi Fernando,

Thanks for your reply.

i will check the path specified and let u know once done or in case of any more doubts.

Regards,

Subhashini.

[Fernando_Camare]

Hi,

Have a look into SPRO:

SAP Solution Manager Implementation Guide/SAP Solution Manager/Scenario-Specific Settings/SAP Engagement and Service Delivery/Issue Management/Create Automatic Notifications

Best regards,

Fernando