Need automatic e-mail config for Service Desk Solman 7.1 SP12

[Former Member]

Hi All,

We have configured Service desk in Solution Manager 7.1 SP12 and working below steps.

1. We can able to create the ticket from DEV System.

2. User can able to login into the Solution Manager and assign it to related to group and below are working.

1. a. In-progress
2. b. Solution Provided
3. c. Closed by the reporter.

On the screen of the ticketing tool we have option of Send a mail to reporter and Send a mail ( one or more people) - working fine.

But we are not getting automatic mails when the ticket status changed to in-progress, solution provided or closed etc.,

I am having old docs for automatic e-mail configuration , can any one provide Solution Manager 7.1 SP12 automatic e-mail config doc.

Regards,

Karthik

[prakhar_saxena]

Hi Karthik,

By default it won't trigger emails on each status and you need to configure it as per requirements.

The concept for triggering remains same so the configuration remains similar. In simple terms instead of SLFN we now have SMIN transaction type

so if in the past it was ZLFN then you can use ZMIN/YMIN etc as per requirement.

further there are lot of notes and documents but you can proceed with configuration and let us know if you struck somewhere.

http://scn.sap.com/people/dolores.correa/blog/2007/09/18/sending-e-mail-from-support-message

also

1759791 - E-mail action is not triggered

2147679 - How to Send E-Mail as an attachment from ITSM Incidents in Solution Manager

hope this resolves

thanks

Prakhar

[prakhar_saxena]

Hi Karthik

are you able to do it?

Thanks

Prakhar

[Former Member]

Hi Prakhar,

Thanks for the information, I am working on this.

I am actually Basis Admin , do we need any CRM consultant on this?

Regards,

Karthik

[prakhar_saxena]

Hi Karthik,

Typically this configuration is implemented by Solman functional person but yes you can try with CRM functional

this should resolve it

Thanks

Prakhar

[Former Member]

Hi Prakhar,

I am able to create the ticket in ECC ( DEV) and the ticket is appearing in the Solution Manager but we need to generate an automatic mail to support team.

Can you please let me know:

1. What actions needs to select

2. What conditions to follow

I can able to see the docs where it containing previous and we have solution manager 7.1 SP12.

Please provide the steps.

Regards,

Karthik

[rishav54]

Hi Karthik

Have you checked the links which Prakhar had mentioned

Sending E-Mail from Support Message

http://scn.sap.com/people/dolores.correa/blog/2007/09/18/sending-e-mail-from-support-message

Thanks

Rishav