Service Desk email sender recipient problem

[former_member292346]

Hello,

i have the following problem:

When a customer creates an icident with Status "new" a mail is sent from "e-mail adress customer" to "e-mail adress support team".

When a member of the support team changes the status to "in process" a mail is sent from "e-mail adress customer" to "e-mail adress customer" . Because of email security, the emails are blocked by customer site.

How can i configure, that the email is sent from "email adress message processor" to "email adress customer" ?

Thank you

Heiko

[Former Member]

Hi Heiko Rieke,

For this you need to do maintain the actions in your action profiles, for the message processor , in your transaction type.

You need to change the conditions for the e-mail in the actions.

regards,

Srinivas

Edited by: Srini24 on Mar 18, 2010 1:23 PM

[Former Member]

Hi Heiko Rieke ,

You need to create an action definition with partner fucntion 'SLFN0002' in your action profile.

Then you need to define the conditions for the mail trigger on different statuses.

Hope this would fulfill your requirement.

regards,

Srinivas