Service Desk - mail flow issue for Support Team

[Former Member]

Hi

We have configured the service desk ( Solman 7.1 ) and maintained the mail flow for all the actions and condition, its working

fine too except support team notification

After Message creation, mail  is triggering for message creator but not for support team and also its not fetching the support team automatically ( hence we are assigning it manually )

we have maintained the AI_SDK_TEAM_MAIL_DET  for the action of support team but still mail flow is not working for Support team

any solution for this

- Balaji

[Former Member]

Hello Balaji,

Check notes

1857626 - Solution Manager - Email to support team gives error: "No recipient available"

1563586 - Email to Support Team could not be sent, no error is shown

Provide also action logs.

BR,

K.

[Former Member]

Hi Kamil

Thank you

we have already maintained the recommended setting as per your solution but still its not working

[Former Member]

Hi Balaji,

Provide also action logs.

Could you upload action logs which should sent e-mail notification to support team ?

BR,

K.

[Former Member]

Hi Kamil

Please find the details

we have maintained the support team BP manually in the incident message, please find the action for Support team

- Thanks

Balaji

[Former Member]

Hello,

At second screen there is error on 68 incident message 'Enter support team'.

You might to check partner determination procedure using SPRO tcode.

For test purposes enter support team manually set proper incident status save it and check action log again.

BR,

K.

[Former Member]

Hi

Issue resolved and solution as follows

Activated

ZMIN_STD_FIND_TEAM_SEND_EMAIL and deactivate the ZMIN_STD_FIND_PARTNER_FDT

for Support Team we maintained

partner dependent and we unmark the same. Finally we change the smartform for

ZMIN_STD_FIND_TEAM_SEND_EMAIL as like SMIN_STD_FIND_TEAM_SEND_EMAIL

- Thanks

[Former Member]

Hi,

Nice to hear issue was solved .

BR,

K.