ITSM automated emails are triggering to wrong user

[Former Member]

Hi Flocks,

I had configure automatic email in ITSM Solman 7.1, I am struck with the problem like when I had craeted  the incident in CRM UI , the mail should to go to reported by (one who raises issue)  when I save the incident but its triggering to wrong user .. When I change the status of the incident for further actions  its getting triggered to correct user ...

Could some one please let me know the areas where I need to check to fix this ...

Thanks,

Phani.

[former_member186543]

Hi Phaneendra,

Please check the action definition being triggered while the transaction is being created. Then check the customizing of that action's definition in CRMC_ACTION_DEF , there is a field as Partner function . Please check that partner function mentioned is the creator.

/Hasan

[Former Member]

Hi Hasan,

This is resolved .. thanks .

Now I am facing issue in mail triggering when an incident is closed/confirmed. Can u pls advice me on this

[richard_pietsch]

I think there's an issue with your action definition in the correspondinf profile, e.g. the wrong partner function.

Regards, Richard