Enable email notification from Service Desk for every status change

[Former Member]

Hello Gurus,

We have setup service desk functionality in our Solution Manager system , and all the basic "service desk functions are working fine. We have also configured "Email sending" function , but the problem is when we use the option

"Email to message creator" , it sends a "PDF" to the creator of the support message ,but with the initial details.

We would like to implement such a functionality

Scene 1 : The support message is taken "In Process" and some details are added to the ticket log an email should go to "Customer" as well as "Person responsible".

Hence we would like to have an email function which will trigger after every "change in status".

Please note we are currently using "Action Profile" : SLFN0001_ADVANCED in SPRO

Status Profile : SLFN0001

Please provide your opinion on the same.

Regards,

Victor

[Former Member · Accepted solution]

I personally like setting up emails for every status/recipient combination. It allows for greater flexibility, but does require a bit more setup and maintenance.

To do what your asking, I would copy the default email action and setup something like the following

ZSLFN_EMAIL_REQUESTER_01

Set the schedule condition to user status = Open and the starting condition to user status = in process

ZSLFN_EMAIL_REQUESTER_02

Set the schedule condition to user status = in process and the starting condition to user status = customer action

ZSLFN_EMAIL_MESSAGE_PROCESSOR_01

No Schedule condition, starting condition is user status = created

Make the setting for this to fire only once

ZSLFN_EMAIL_REQUESTER_03

Set the schedule condition to users status = in process or customer action or sent to SAP and the starting condition to user status = proposed solution

ZSLFN_EMAIL_MESSAGE_PROCESSOR_02

Set the schedule condition to user status = proposed solution and the starting condition to user status = confirmed

Feel free to tweak these of course based on your requirements. You can also change the Smart Forms for each action to better fit the situation. (i.e. Dear <requester>, we have proposed the following solution, please logon and confirm the solution...)

Make sure you change the partner functions on the copied actions, or they will all go to the message processor

[sunny_pahuja2]

Hi,

You need to activate Actions for it in transaction SPPFCADM. You can check SAP note 1512895, 1275036 and 691303.

Thanks

Sunny