Send email immediately on creation of support message

[former_member220430]

Hello,

I want my Service Desk in Solman 4.0 to send an email to a particular address when a new support message is created. I have done the following in SPPFCADM so far but it does not work.

1. Define new action definition ZSLFN0001_STANDARD_MAIL for application CRM_ORDER action profile SLFN0001_STANDARD with the following settings:

Processing Time: Processing when saving document

Processing Times Not Permitted: No Restrictions

Schedule Automatically

Partner-determination: unchecked

Determination Technology: Determination Using Conditions that Can Be Transported

Ruel Type: Workflow Conditions

Action Merging: Max. 1 Unprocessed Action for Each Action Definition

Processing Type: Smart Forms Mail

Form Name: CRM_REMINDER_MAIL_01

Processing Class: CL_DOC_PROCESSING_CRM_ORDER

Processing Method: CRM_ORDER_EXEC_SMART_FORM

Archive Mode: Mail Only

2. Then, I scheduled a condition Send_Mail defined as &CRM Service Process.User Status& = E0001SLFN0001 (User Status = New) for this action. In the Processing Details tab, I specified an email address in the Recipient(s) Address.

Does anyone know any step I missed or why this is not working?

Thanks,

Regina

[Ananthuvb97]

May I know where the mail address should be maintained for this scenario?

[Former Member]

Hi Regina,

You must use action profile SLFN0001_ADVANCED and then create Start Condition.

Also SAPconnect must be configured.

Best regards,

Aleksandr

[former_member220430]

marked as closed.

[Former Member]

Hey Regina,

To add to what Arkadiy Ponomarev pointed out.

First find out whether in Tcode SOST, you have those mails in Yellow status ( waiting status ).

If yes, only then follow what Arkadiy had pointed out..

If you dont find them, post your action details in the support message by navigating to the action tab....

Please reward for usefull post..

Regards,

Anand...

[Former Member]

Hi Regina,

You must configure SAP connect additionally (T-Code SCOT). This service will send your e-mail from SAP system.

Regards,

Arkadiy