Service Desk: How do i Reply back to a support message?

[Former Member]

I am in the process of configuring the servcie desk.

I am using Solution manager 4.0 sp13.

I am recieving the messages in the Service desk, and the suport team members are able to get their respective messges based on the PFAC responsibility rules.

How do the support team members reply back to the message creater about the completion of the work,?

Or

put it another way, how does a mesage creater in a satellite system know the status of his message?

Lalchand.R

.

[Former Member]

Hi Lalchand,

An action can be defined in configuration (SPRO) for sending mail notification to message creators whenever the message gets a particular status.

You can copy the standard action ' Email message to creator' under the SLFN action profile and change the conditions for automatic trigger.

Regards,

Kathir

[v_veeramalla]

Can u explain little bit more...