on 09-17-2011 12:59 PM
Hi Experts,
Recently we implemented the Service desk. Mail trigered to creater as well as Support team when ticket created. but Support team change the status & mentioned some description & save, that time mail trigered, but without Description. When we checked in Transaction data in Action tab & come back, system ask to same message, when click on save, system will generate the new mail with description in same ticket.
Please help me on this.
Thanks in advance.
Regards,
Milin Javalkar
Edited by: Milin Javalkar on Sep 17, 2011 2:00 PM
Edited by: Milin Javalkar on Sep 17, 2011 2:00 PM
Hi,
Please check the action definition for this action[which triggers the mail when the support team edits the message] using the tocde SPPFCADM, check the Processing TIme in the action details tab.
Regards,
Sam
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Hi ,
Check in Action definition for particular mail action, select below option.
Sort order for display:
Check on the check box schedule automatically for emails. And check mark on changeable in dialog and executable dialog has to be removed
Action Determination and Action Merging :
Action Merging: .MAx1.umprocessedaction for eachaction definition.
Now the Mails will in trigger in single time only.
Rg,
Karthik
Try this,
Sort order for display:
Check on the check box schedule automatically for emails. unchecked the other option.
Action Determination and Action Merging :
Action Merging: .MAx1.unprocessed action for eachaction definition.
I am not in front of systems.
If still you get same issue. reply the option you selected in action definition and start condition.
Rg,
Karthik
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