SLA email notification to head of Support Team

[Former Member]

Hi everybody.

Email notification to Message Processor about SLA exceeded works fine.

Is it possible to send this notification also to head of Message Processor's Support Team?

I use the Solution Manager 7.1 SP11.

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regards,

Yessen

[Former Member]

Hi,

all sla Escalation releated actions are partner dependent. Default would be message processor, change that too, support team. then it should trigger email to entire team

for actions related to SLA Emails refer here http://scn.sap.com/docs/DOC-46493

Thanks

Jansi

[Former Member]

Hi Jansi,

yes, exactly.

I'm use Support team and put several emails of team (with head's email) in BP but system send notification to only first email in list.

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thanks,

Yessen

[former_member118647]

In the standard there is no business partner function available for the selection based (Manager).

In order to get emails sent to a manager of a support team you need to declare this business partner function, add the business partner to the partner determination procedure used in the transaction type and then create an Email SLA action with this partner.

[Former Member]

Hi Suhel.

You right, but my target is to send notifications about SLA only to 2 people of team: processor and his head (not for all members).

Currently I solved my problem as a workaround by this way:

• I have added 1 email of head of Support team to Support Team and send SLA ESC types (IRT and MPT) notifications only to head of team.
• Also I have created SLA WRN types (IRT and MPT) and send notifs about it to Message Processor only.

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thanks,

Yessen

[Former Member]

Hi , If i got your question correctly, there is one simple way of doing it. Add Email ID of Message Processor HEad in BP of Support Team. Then whenever you Message Processor recieves mail, head will aslo recieve. Regards, Shashank Sahu

[Former Member]

Hi Shashank.

Thank you for your reply.

Then should I change the Partner determination to 'Support Team' also?

Or I can continue to use 'Message processor' partner function in action definition?

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regards,

Yessen.