Support Team Determination via BRFplus and E-Mail Notification

[nelis]

Good day,

There are a lot of threads on Service Desk and E-Mail notification but none appear to cover BRFplus.

In Solution Manager 7.1 I have configured BRFplus to determine the Support Team based on the relevant component category when a message is sent to the Service Desk. This is working perfectly.

What I would like to know now is can I also create a rule in BRFplus to send an email to that Support Team once it has been determined ? I realize you can do this via action profiles in SPPFADM but what if you have selected to use the action definition "SMIN_STD_FIND_PARTNER_FDT" instead of "SMIN_STD_FIND_TEAM_SEND_EMAIL" in action profile SMIN_STD, how then do you send an email to the Support Team ?

I'm not sure if it's possible to have both of these action definitions active because they both "find the support team", just one does not send an email but uses BRFplus.

Any suggestions would be appreciated.

Regards,

Nelis

[Former Member]

Hi,

the standard currently:

1. actions SMIN_STD_FIND_TEAM_SEND_EMAIL,

SMIN_STD_FIND_PARTNER_FDT:

Automativally finds support team based on a rule framework (PFAC or

BRF+) and sends an e-Mail to the Support Team, if found.

2. action SMIN_STD_MAIL

Sends e-Mail to reporter of message, but this action needs to be

triggered manually.

3. action SMIN_STD_MAIL_PROCESSOR

Sends e-Mail to processor of message, but this action needs to be

triggered manually.

4. action SMIN_STD_MAIL_WATCHLIST

Automatically sends an e-Mail to the users which have the message in

their watchlist in case there is a text change in the message.

Currently in standard system it is not delivered to have automatic e-Mails

to Reporter and Processor. For this feature customers have to get in

touch with consulting colleagues to get a customer specific solution.

Thanks

regards,

Vikram

[nelis]

Thanks Vikram, I wasn't aware SMIN_STD_FIND_PARTNER_FDT also does email and thought it just points to BRFplus to manage the rules.

The other information was useful too.

Regards,

Nelis