automatic email notification to support team when incident created

[former_member220083]

automatic email notification to support team when incident created

hi experts,

i want to configure action profile so that our service desk so that when a key user creates an incident the support team is notified automatically even before opening the incident.

i have checked this blog

/people/dolores.correa/blog/2007/09/18/sending-e-mail-from-support-message

but im still not able to setup the action.

kindly assist ASAP.

Kr,

Elizabeth

[prakhar_saxena · Accepted solution]

Hi Elizabeth

The email is triggered to the default value email in the BP for service team/support team of the ticket

whether its BRF+ or PFAC action so you already have 2 different actions provided by SAP

one which uses BRF+

and one which uses PFAC...you can use both or one as per requirement

hope this helps

Thanks

Prakhar

[former_member220083 · Accepted solution]

Dear Prakhar,

the challenge im having with BRF + is that the dispatcher team is not able to forward incidents to other levels which is the requirement of the client.

the requirement of the client is that the dispatcher determines the SAP component manually then forwards to 1st level team.

[former_member220083 · Accepted solution]

Hi Prakhar,

please let me explain again what im trying to achieve.

The organization structure is like

1.Dispatcher

2.1st level team- this is divided in levels based on components e.g.

FI,PP,MM,QM and so forth.this team is made of super users

3.2nd level team-this is divided in levels based on components e.g.

FI,PP,MM,QM and so forth.this team is made of consultants.

The requirement is that the dipatcher is notified when an incident is

created automatically.

Then the dispatch team forwards the incident to 1st level team based on components.

if 1st level team is unable to resolve its forwards to 2nd level team.

is this possible base your expertise?

kr,

elizabeth.

[prakhar_saxena · Accepted solution]

Hi Elizabeth,

Yes it is possible and there are multiple ways of configuring it.

you can either use

1. IBASE for default determination and then action for dispatching
2. 2 ppf actions

etc....

but yes it is possible via several ways.

with 2 ppf actions

1 action of support team with pfac rule will default dispatcher and send email but runs once only on CREATED/NEW status

2nd action of support team with BRF+ is for dispatch with SAP components as the criteria as per required status.

again as i have menitoned there are lot of ways of doing it and above is just one of the solution

hope this has clarified but feel free to revert.

thanks

Prakhar

[prakhar_saxena · Accepted solution]

also check below

Dispatching a Message to a Processor - SAP Solution Manager - SAP Library

[former_member220083 · Accepted solution]

Dear Prakhar,

I'm not able to Dispatch a Message to a Processor Manually

i'm not able to select the message processor from message processor field in SM_CRM UI.

the message processor field has only the list from dispatch team.

do you think im missing authorizations?

my user has sap_all

this urgent

kr,

elizabeth

[prakhar_saxena · Accepted solution]

Hi Elizabeth

Please refer below.

IT Service Management Roles and Authorizations - SAP IT Service Management on SAP Solution Manager -...

you can also create a rule policy for dispatching

Creating a Rule Policy for Dispatching - SAP IT Service Management on SAP Solution Manager - SCN Wik...

hope this helps.

Thanks

Prakhar

[Former Member · Accepted solution]

Dear Prakhar,

thanks for your input in the discussion.

i got a workround from  this link https://scn.sap.com/thread/1829324

answers from https://scn.sap.com/people/fabricius.zatti

The steps are the following:

Spro->CRM->Basic function->partner processing->define Partner

determination procedure.

i put the support team field to changeable + the message processor field.

now im able to select other support team and forward manually.

regarding the automatic notification to the dispatch team is used the pfac rule with action profile ZMIN_STD_FIND_TEAM_SEND_EMAIL.

thanks again Prakhar for your followup.

kr,

elizabeth

[bauert]

Hi,

you can try this via BRF+. Check here:

http://scn.sap.com/docs/DOC-14688

http://wiki.scn.sap.com/wiki/display/SAPITSM/Support+Team+Determination+via+Business+Rule+Framework+...

Thanks.

[former_member220083]

Hi Thomas,

If i activate the BRF as suggested above ,the dispatch team is automatically notified.

However the dispatch team is not able to forward the incident to other teams from CRM_UI.

Is there any other Action i can activate to be able to automatically send an email to the dispatch team automatically when a incident is created without activating the BRT plus, even before opening the incident.

kr,

elizabeth