Send E-Mail to Message Processor with Info from SAP

[former_member210909]

Hi Experts,

We want to activate the standard configuration of  “Send E-Mail to Message Processor with Info from SAP” so that an email will be sent to message processor whenever there is reply from SAP for OSS raised through an Incident form Solution Manager ITSM.

Below are the steps we have performed for same.

  Step1. Activated the standard Action Definition ” Send EMail to Message Processor with Info from SAP”

Please refer the image namely Step1 and Step2 attached.

Below are processing type maintained by default.

Please refer the image namely Step3 attached.

We have also maintained the Message Processor email address in SU01 profile as well as in BP transaction.

But still an email is not triggered to message processor when there is an reply from SAP for same.

Thanks,

Rakesh Bhor

[Former Member · Accepted solution]

Hi Rakesh,

what are the conditions for this action ?

Actions from ITSM are triggered by some event usually a status change.

So how it is designed to work in your case ?

For example Status of Incident changed to (say) "Customer Action" and that should trigger an email to message processor.

And that status should be indicated in the conditions for this action to be executed.

Can you check this please ?

Regards

Elena

[former_member210909 · Accepted solution]

Hi Elena,

PFB the screenshot for reference of the condition we have maintained.

In addition to the standard condition of "New SAP Text Found" user status "In Process" has been added. Please check if its correctly defined also if any thing else has to be added in the condition.

Thanks,

Rakesh

[former_member210909 · Accepted solution]

Hi Experts,

Any update on above.

[Former Member · Accepted solution]

Hi Rakesh,

the condition does not seem to be correct to me.

For the user status you should use CRM user status variant. Similar to this:

And make sure that E0002 in your settings is the status you want the email to be triggered from.

Regards

Elena

[Former Member · Accepted solution]

Hi Rakesh,

Make sure the Partner Dertmination/ Function is set & also check whether Schedule condition is marked Automaticaly or not. Abone all check for the Time of processing also.

[Former Member]

Rakesh,

first of all the status parameter is still wrong - it should be CRM user status, not STATUS SAP.

Secondly, you showing condition screen without connection to the action, so which condition is it : schedule or start ?

[Former Member]

Hi Rakesh

is your problem resolved ?

Thanks

Elena

[former_member210909]

Hi Elena,

The problem still persist. We have created new  Zaction as per requirements and maintained below conditions. But still its not working.

Thanks,

Rakesh