Send email immediately on creation of support message

[former_member191441]

How do I set up system to create an email automatically immediately when a support message has been created.

I can get it right to send an email when the status change. But then the message only get send once someone is attending to the message and he/she changes the status.

The reason for this is to send and email with the notification number and description back to the user that he/she can keep as a reference. It can sometimes take more than 2 hours before someone actually open a support message and change the status on that support message.

Therefore I presume that you will not be using an action then or would you still use an action.

Thank you

JB

[Former Member · Accepted solution]

Hi Johan,

Implement Note 1041455, then your action will act properly.

regards,

Jason

[former_member191441]

answered

[Former Member]

Hi Johan,

How did you do because i'm facing the very same problem. I've implemented the new BAdI, but i'm still not able to send this mail without openning the support message. Can you explain to me the solution you've implemented ?

Thanks in advance,

Fabien

[Former Member]

Please tell us how did you solve the problem? We've also implemented the SAP Note but still no email is being sent.

[former_member191441]

problem solved

[former_member191441]

Question opened again

[Former Member]

Hi Johan,

please see thread

Regards,

Arkadiy

[former_member191441]

Jason

Please just clarify the following for me.

SAP note 1041455 refer:

1) Copy the BAdi - I did use SE19:

1a) I copy the BAdi: CRM_DNO_PARTNER1 to ZCRM_DNO_PARTNER1

I also copied the imp.Class: now called :ZCL_IM_ZCRM_DNO_PARTNER_1

1b) The note ask me to assign new filter value (Method)

What must be done here in this step?

1c) I changed the code.

1d) I SAVED but could not activate it, becuase I get message that say the value

is not unique.

So I presume it has to do with adding the new filter value that must be added

in 1b). Must I select a new filter value from the list or must I just type

in a new value name like "ZCRM_DNO_PARTNER1" and then try and

activate this new BAdi. Currently the value that is here in the filter value is

ZCRM_DNO_PARTNER1.

2) Customsing.

The note refer to the action definition that uses the BAdi and assign the

new filter value in the processing settings of your action.

Can you maybe just eloborate to what to do.

Thanks

JB

[Former Member]

Hi Johan,

after you copy the default BaDI to the other one and change the code you need to save it. Then you need to click the activate button. If it says it isn't unique, then you are using a name that already exists. Perhaps someone has implemented the note already. Do a search to see if it already exists. You can also just redo the steps and give it another name, like put the letter "B" at the end.

Then you need to go to SPRO Service Desk activity Define Action Profiles and Actions. Open up the SLFN Action profile, open up your email action and change the method in the Processing Type to your newly created BaDI.

Hope this helps.

regards,

Jason

[former_member191441]

Thanks Jason. I get error when awarding points.. Did you get your points

[Former Member]

yep I received them, thanks.