Customize Action definition for sending mail

[Former Member]

Hi Experts,

Im having a complication here. I did customize 2 action definitions for sending mail notification as below:

Action definitions:

<b>1. Mail send to Key User who created the msg

2. Mail send to Support Team</b>

I have a requirement by sending mail to both User(1) and Support Team(2) for a <u>newly created msg</u>. Thus i added Start Condition <b>&CRM Service Process.User Status& = E0001SLFN0001 </b> to both action definition(1)&(2).

FYI, the technical setting for both action definitions are follow:

<b>1. Mail send to Key User who created the msg</b>

Processing time = Processing when saving documents

Processing time not permitted = No Restrictions

Schedule automatically = 'X'

Partner dependent = 'X'

Partner Function = <b>SDSM0002</b> ->Key User

Determination technique = Determination using conditions

that can be transported

Action merging = Max 1 action for each action definition

<b>2. Mail send to Support Team</b>

Processing time = Processing when saving documents

Processing time not permitted = No Restrictions

Schedule automatically = 'X'

Partner dependent = 'X'

Partner Function = <b>SDSM0003</b> ->Support Team

Determination technique = Determination using conditions

that can be transported

Action merging = Max 1 action for each action definition

After all the above, im expecting mail notif. will be sent for to both Key User and Support Team for a newly created msg. But im having a strange result.

Thats, system is able to executed both Action definitions(1)&(2) and 2 mails were sent out. <b>But the problem is 2 mails were sent to the Key User</b>. But if base on my setting, 1 mail will send to Key User and 1 will send to Support Team.

I'm searching upside down to get the thing solve, unfortunately can not get any clue. Thus please comment if you can think of any.

Thanks in advance.

[Former Member]

Hi,

i am trying for the same scenario i.e, sending the mail to the key user when ever the message got created by him.

The action defnitions that i have created:

"E-mail to creator"

The technical setting are:

Processing Time:Immediatepocessing

Processing Times Not Permitted:No restrictions

Sort Order For Display: 5

PartnerFunction:SLFN0002

Description : Reported by

Determination Technology:Determination Using Conditions that Can Be Transported

RuleType:WorkflowConditions

Action Merging:Max. 1 Action for Each Action Definition

The processing type used is smartforms.

Is there any possibility of mapping the user business partner automatically to the partner function,so that the trigger of mail can happen.

Thanks in advance.

Yaswanth.

[Former Member]

Hi FSCHU,

You have to have '&CRM Service Process.User Status& = E0002SLFN0001 ' for sending mail to supporter rather than &CRM Service Process.User Status& = E0001SLFN0001.

Regards,

Cherry

[Former Member]

How can I setup an action definition to only send one email when the status is set to inprocess to the creator and then send another when confirmed. While the status is sitting at in process I dont want it to continuely email the creator everytime the ticket is saved with a status of inprocess.