on 07-15-2012 6:32 PM
Hello!
We are planning to set up Incident Management VAR with Solution Manager 7.1 SP5.
One of the important points is the set up of Team Determination and automatic Mail notification.
We have tree support teams, each of them has own Outlook Mail Account/collective line:
Basis: bc@your-company.com
FI/CO: fico@your-company.com
What is the best procedure to set up an automatic E-mail notification in case of new incidents for each team (mail to collective line into Outlook) and automatic support team determination (message with BC-component to Basis Team, etc.)?
Thank you!
Hi,
normally we proceed this way as first define our organisation structure in PPOMA_CRM,(hom many support teams. howmany levels of them needed), then configure support team auto determaintaion, once it is worked then append another configuration as auto email generation.
there are few sources which help you through
http://www.sdn.sap.com/irj/scn/go/portal/prtroot/docs/library/uuid/202cfee9-7ff5-2d10-a0b5-ff82aa...
http://www.sdn.sap.com/irj/scn/go/portal/prtroot/docs/library/uuid/30bfb120-d4fa-2d10-7389-fadeee...
Thanks,
Jansi
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
Hi Alex
you can create 3 support team assigned to one org model "Support Team" in the sam PPOCA_CRM trasaction
so inside this organizational you have 3 different support team as per req.
they will have different BPs.e.g BC wil have a separate BP say "1" Fico wil have "2" etc
so you can filter the message later based upon teams as well.
Hope it helps
Regards
Prakhar
Hi Alex,
You can also use BRFPLus functionality to achieve this. The documentation is already available in Service Marketplace in Inst Guides.
There are standard actions available in SOlution Manager to determine support team and send an email.
Please check the guide Config_bus_rule_framework_plus in the Inst guides of solman -> Application Inc Management.
This guide explains step by step process to achieve.
THanks,
Jagadish.
Hi Alex,
First of all if you want to trigger an email to a group email like yours you have to maintain that in a BP or business partner
so create BP and then maintain the group email in this BP No.
you can use the action to trigger emails ( this works if SCOT is configured) ...check this blog
http://scn.sap.com/people/dolores.correa/blog/2007/09/18/sending-e-mail-from-support-message
hope it resolves the problem
Regards
Prakhar
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
User | Count |
---|---|
88 | |
23 | |
11 | |
9 | |
8 | |
5 | |
5 | |
5 | |
5 | |
4 |
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.