Incident management send email to support team when message created

[Former Member]

Hi! We are trying to configure the solution manager incident management (Service Desk). For the phase 1, we just try to see if

a alert or email can be sent to support team member (through either email or business workplace)when a incident message is created. Can someone give me some guide how to do this? Your help is very much appreciated!

[Former Member · Accepted solution]

Hello Hailan,

Please find the procedure in the below given links.

http://www.sdn.sap.com/irj/scn/index?rid=/library/uuid/c04f30f0-6b6f-2b10-7891-df429b20770e

http://help.sap.com/saphelp_sm32/helpdata/en/13/4807f4fc6f421cb39002c6603d452c/frameset.htm

Good Luck.

Thanks,

Siva Kumar

[Former Member]

Hi,

As Siva said, Configuration steps should be very similar between 7.0 and 7.2. Refer to the below Incident Management document

Process document for Service Desk - http://www.rbe-plus.ru/pdf/solman_ServiceDesk.pdf

https://websmp109.sap-ag.de/~sapdownload/011000358700001230062009E.pdf

Regards,

Arjun

Edited by: Arjun Venkateswarlu. on Jan 13, 2012 11:36 AM

[Former Member]

Thank you all for the help. I have awarded points to both of you.

[Former Member]

Thank you for your quick response. I forgot to add that we are in solution manager 7.2

[Former Member]

Hello Hailan,

I believe basic steps of service desk configuration is same on solman 7.20 as 4.0.

I would suggest you to go thread the below thread for better understanding. Good Luck.

Thanks,

Siva Kumar