Incident Management Email Notification

[Former Member]

Hi All

We are busy with the implementation of ITSM Incident Management for one of our customers and have a request from the customer to attach there company logo in the email notification that goes to the reporter when an incident is created. I know that the message can be sent as an attachment or as an html email.

When the message is sent as an HTML email to Microsoft Outlook, this is viewed as a text email. Is there anyway that this can be configured in Solution Manager to send the email as an HTML with a company logo in the email.

Regards

Deen

[Former Member]

Hi Jansi/Kamil

Quick question, off the topic here. With SLA configuration, what partner function should one use to send the SLA Escalation to the manager of a support team.

Regards

Deena Govender

[Former Member]

Hi Jansi

Thanks for the information. I had a quick look at it, not sure if it applies to Solution Manager 7.1 SP8. I have also used the standard action "Email to Reporter with Mail From" but this fails with error, "Mail form template not found".

Regards

Deen

[Former Member]

Hi Deen,

This is new for me too, we tried for attachment in text format or send via attachment, rest al goes with developer hands.

but i could say that, this is very generic requirement, not especially to solution manager, as usual we need to do custom calling of those function modules mentioned in my earlier guide. The similar with much better coding example

Mails from SAP to external mail id with HTML formatting - Code Gallery - SCN Wiki

look for the way to use this variables and funcitonal modules along wit the existing smart forms.

Check with your developers. keep track for more suggestion for this issue.

Best regards,

Jansi

[Former Member]

Thanks Jansi, will look into it.

[Former Member]

hi

please check this too http://www.sdn.sap.com/irj/scn/go/portal/prtroot/docs/library/uuid/e009f97e-ee5d-2e10-31ba-9c9509...

Thanks

Jansi

[Former Member]

Hello Deen,

You can embed logo screen in Smartform.

https://websmp202.sap-ag.de/~sapidb/011000358700001903822008E search here for smartform.

Also read this blog http://scn.sap.com/community/it-management/alm/solution-manager/blog/2013/10/16/changing-the-smartfo...

BR,

K.

[Former Member]

Hi Kamil

Thanks for the information. We have adopted the smart forms and added the company logo into the smartform. When the message is sent as a pdf attachment (SCOT) the logo is in the document. The customer wants the message to be sent in the body of the email, no attachments.

The same smartform is used but no logo is displayed in hte message. Any other thoughts on this would be greatly appreciated.

Regards

Deen

[Former Member]

Hi Deena,

In addition there is Wences Lacaze  blog  where he describes  how-to generate the PDF files dynamically with the information of the Ticket.

Unfortunately pics disappeared.

http://scn.sap.com/docs/DOC-41190 part 1

http://scn.sap.com/docs/DOC-41251 part 2

http://scn.sap.com/docs/DOC-41252  part 3

BR,

K.

[Former Member]

Hi Kamil, thanks for all the help. Will look into this now.