Sending e-mail notification to all processors of Support Team in Incident Mgmt

[Former Member]

Hi,

Is there any way to send email notification to all the processors who are assigned to a particular support team when message is created?

We haev set up support team determination rule which can determine which service team needs to be assigned when an incident is created. Also i know  that we can set up distribution list and assign to support team org. unit so when message is created, it gets distributed to all processors. But is there anything possible with actions  or some better solution?

Thanks.

SM

[Former Member]

Hello Suchit,

There are 2 ways of doing it.

• Either as per document mentioned above.

In the BRFplus you can map SAP component to BP of any particular user and in email id you can have other users as well.But then Team concept is out of picture.

• Other way is to create an generic group email id in exchange server like mmsupportteam@xyz.com and tag all the processor's email id to this generic group id.

       Then in BP of the support team maintain the mmsupportteam@xyz.com.So when as per your BRFplus setting ticket is created for MM* component the email will be triggered to all the persons tagged in mmsupportteam@xyz.com.You will face issue while sending mail from SAP through exchange server because of the authentication issue. That will be taken care by the mail administrator.

Regards

Abhishek

[prakhar_saxena]

Hi Suchit,

It is possible via config as shown in this blog

http://scn.sap.com/docs/DOC-35291

hope it resolves

Regards

Prakhar

[Former Member]

Hi Prakhar,

If you look at the very last line of the blog send by you, its mentioned that its not possible for support team so if there are multiple processors under support team, all of them can not be notified as std.

any other tips.

Thanks.