action profile that send an email to dispatcher when requestor create a incident in ITSM

[Former Member]

Hi, Colleagues

I want to know whether there is any function that notification mail is sent to service desk message dispatcher in Solution Manager ITSM when requestor create a message.

In the service desk, IRT is very important. Because IRT is related with service level agreement.

For this reason, I want to make a notification be sent to service desk when requestor create a message.

Is there any way to make a notification in Solman ITSM?

If then, please give me a guide.

Thanks.

[former_member210909]

Hi,

Please refer below link to activate email triggering for Incident Management. Enhance it as per your requirements.

https://scn.sap.com/docs/DOC-35291

Thanks,

Rakesh B

[rishav54]

Hi,

Any progress?

Thanks

Rishav

[rishav54]

Hi,

I guess you had asked two questions here, l

1. If you want to send the email to support team/ processor its very much possible. There is already action for same *_STD_SLA_IRT_ESC.

2. If you want an email to trigger for service desk once the incident had been created, proceed as follow.

-> Create a PPF action in ZMIN_STD profile, Define it as partner dependent and partner as your support team.

-> In processing define the corresponding smart forms to be send. you can change the content of smartforms if you want in the transaction SMARTFORMS.

Lot of links are there in steps to modify smartforms as according to user... | SCN

-> after that create the condition and give the start condition as status dependent.

More about actions and conditions definition

http://wiki.scn.sap.com/wiki/display/SAPITSM/Change+Request+Management+%28ChaRM%29+-+How+to+enhance+...

Here are some screen shots for your reference