Send mail to 1st level Suppport Employee.

[Former Member]

Hi all.

Service desk for VAR. with transaction type SIVA.

That's what i need:

When i create notif. with tcode notif_create( type SIVA). I need to send mails to BP that are in 1st level Suppport Employee group...

tcode ppoma_crm

Service provider-Service Desk-Service Manager-1st level Support-1st level support employee

How can this done???

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Im using SAP EHP 1 for SAP Solution Manager 7.0

things i tried:

1) created action in action profile AI_SDK_STANDARD. ( Z_SEND_MAIL_SUPPORTTEAM )

Processing Time: processing when saving document

Processing Times Not Permitted : no restrictions

Sort Order For Display 11

Schedule Automatically = 'X'

else = ' '

Determination Technology Determination Using Conditions that Can Be Transported

Rule Type Workflow Conditions

Action Merging Max. 1 Action for Each Action Definition

2) added in AI_SDK_STANDARD to Service Desk Message Action Profile...

Processing Details

no schedule and start conditons.

Recipient Type Internet address

Address mail_adrress

Archive Mode mail only

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Mail is sedning after notif create but only to 1 person, whos mail i entered in Address

I need to send mail to all presons in 1st level Suppport Employee

Help pls

Regards Sindry

[RajeevP · Accepted solution]

hi

Have you already gone through this Note 1512895 : Support team determination + e-mail notific. to support team.

Check these blogs ..

/people/dolores.correa/blog/2007/10/06/service-desk-support-team-determination

/people/dolores.correa/blog/2007/09/18/sending-e-mail-from-support-message

Also, check this forum too

Rajeev

[Former Member · Accepted solution]

Note 1512895 implemented, i did all actions in note. But didnt worked

my action that i added marked with red...

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SLG1 :

Date: 17.02.2011 Time: 10:03:53

Name of the Smart Form: ZCRM_REMINDER_MAIL_01

Processing class: CL_DOC_PROCESSING_CRM_ORDER

Processing method: CRM_SRVORDER_EXEC_SMART_FORM

No communication data could be determined from address

No Recipient Is Available

Action could not be successfully executed

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/people/dolores.correa/blog/2007/10/06/service-desk-support-team-determination - this thread help only if i enter the notification and switch statuses or enter processor. This is not that i need.

I need automatically send messages to people who are in 1st level Suppport Employee not to 1 person...

/people/dolores.correa/blog/2007/09/18/sending-e-mail-from-support-message - done

- will try this ... mb

i have question about this link /people/dolores.correa/blog/2007/10/06/service-desk-support-team-determination

how can i make automail after creation notification without focusing on any parameters entered during notification creation.

[RajeevP · Accepted solution]

hi,

> > No communication data could be determined from address

> No Recipient Is Available

> Action could not be successfully executed

Could you please check this note 862287 and ensure you maintained independent and dependent address for the business partner?

Rajeev

[Former Member · Accepted solution]

Hi Rajeev

Thanks for responses!

i have checked out note 862287.

Entered mails in address-independent communication

and also in standard address section.

but still my action is red

SLG1:

Date: 17.02.2011 Time: 12:15:43

Processing AI_SDK_TEAM_MAIL_DET Is Started

Error in resolution of rule 'AC35000139' for step '1'

Action could not be successfully executed

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Regardly Sindry...

[RajeevP · Accepted solution]

Hi Sindry,

This clearly indiacates the issue lies in the rule you configured. Could you please recheck the rule AC35000139 in PFAC? Ensure that you maintained all the necessary steps there like transaction type etc and the same in maintained in your action too. Use simulate option in the rule to check how it works.

If you are unable to find out the issue, please give the details of how you configured the rule?

Rajeev

[Former Member · Accepted solution]

HI again Rajeev!

Ok here is the settings:

Rule definition:

Abbr. AGS_ICT

Name Responsibility for Service Desk Message

Category Agent Determination: Responsibilities

Consider secondary priorities = not flagged

Personal RUle = not flagged

Terminate if Rule Resolution Without Result = not flagged

Container:

Initial values are = < Not Set > for all

SAP Component

SAP_INSTALLATION

Transaction Type

Transaction no.

PRIORITY

Category

Subject Catalog

Subject Code Group

Subject Code

Sold-To Party

Requester Region

Requester Country

SAP System

SAP Client

Language

Reporter Region

Reporter Country

Responsibilities are empty....

Thank you for helping.

Regardly Sindry

[RajeevP · Accepted solution]

Hey,

The issue lies in the Responsibility part. you need to maintain that in order the rule to work. You can get an idea how to do that from the below blog.. try this out and let me know the results..

/people/dolores.correa/blog/2007/10/06/service-desk-support-team-determination

Rajeev

[Former Member · Accepted solution]

Hey !!!!

It worked yeeesss!!

but e-mail only comes to one person whos email are in ppoma_crm

org. unit 1 level empl - in the tab "Address-E-Mail Address".

But ok we can solve it by distribution in outlook.

Here is your 10

p.s. i still wonder is there a way to send mails to all peoples in 1st group.

Thanks Rajeev for your help!

Rgardly Sindry.

[RajeevP · Accepted solution]

Great Sindry.. happy to hear.. that is worth more than 10..

Rajeev

[Former Member · Accepted solution]

Ok how about 26 ? sry did as much as it allows

c ya around

[former_member187933 · Accepted solution]

Hello Sindry,

I usually create the support levels in Tx: ppoma_crm for example:

First Level Support

-- Person 1 or Group 1

-- Person 2 or Group 2

Second Level Support

-- Person 1 or Group 1

-- Person 2 or Group 2

and you can mantain the e-mail of the outlook group in their corresponding bp.

When key user sent the ticket to the First Level support it automatically triggers the notification to the corresponding Support Level and here you have to maintain the actions and rules according to your requirements.

Regards,

Maythe Organista