email address determination for support group service desk messages

[Former Member]

WeI have set up a new action for emailing a support group when a new service desk message gets created and assigned to a support group and it cannot resolve the email addresses for the group. We get the error stated below in bold.

We have setup organizational units and have business partners assigned to them. Our assumption is that when a service desk message is assigned and the action fires to send email to support team that it would resolve the email addresses from the organizational unit, is this not correct? How else can we send the email to the whole support group?

No communication data could be determined from address

Message no. SPPF_MEDIA032

Diagnosis

No recipient could be determined for the transferred address.

Company address:

Personal address:

System Response

Processing cannot be performed.

Procedure

Check whether address data has been entered in the central address administration for the required processing type.

[Former Member · Accepted solution]

Hi,

enter the e mail address in communication sub-tab of Business partner initial screen

Regards

Mazher

[Former Member]

Hi Mazher,

thank you for your response.

We do have the email addresses setup in the BP communication section. If we assign a ticket to a processer directly the email goes, it is only when we want it to go to the support team the email address does not resolve.

For instance, when a new ticket gets created it is not assigned to an individual it gets assigned to a support team. (BASIS, Dev, Etc) and we want an email to go out to the members of that team so they know a new ticket has been entered...

Regards,

Jeff

[Former Member]

Hi Jeff,

Mazher was telling you to add a email address to the BP of the organization unit... but in that case, you will have to define a distribution list in your emailing system.

Other thing you can do is to create a copy of the method that sends the mail and parse the organization to send a mail to each individual in it.

Hope it helps,

Stéphane.

[prakhar_saxena]

Hi

What you trying to achieve is an org is getting filled in the ticket as support team and all the org member having e-mail id in BP should get mail

that will not happen or supported.

you need to create a group ID or Distribution list and maitain that in you ORG BP.

so entire team will get notified.

Hope doubt clarified

Regards

Prakhar

[Former Member]

Hello Prakhar! Do you test this? I created DL with use SO23 transaction and then put the name of DL (SAP2GR2CA) for example in BP of Org Unit, but in the system occurs error. The system don't understand that SAP2GR2CA is Distribution List

Best regards Alex Nosevich