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Mail Configuration in Service Desk

Applies to:
SAP NetWeaver Solution Manager 7.0. For more information, visit the Application Management homepage.

Summary
This article is a hands-on guide with screenshots explaining the step by step procedure for configuring mail in Solution Manager Service Desk.

Author:

Prableen Jolly

Company: Accenture Services Private Ltd. Created on: 26 July 2010

Author Bio
Prableen Jolly has 3+ years of experience as SAP Basis Consultant with Accenture Services Pvt.Ltd.

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Mail Configuration in Service Desk

Table of Contents
Table of Contents ............................................................................................................................................... 2 Steps for Mail Configuration in Solution Manager Service Desk ........................................................................ 3 Related Content ................................................................................................................................................ 21 Disclaimer and Liability Notice .......................................................................................................................... 22

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Mail Configuration in Service Desk

Steps for Mail Configuration in Solution Manager Service Desk


The process of mail configuration for Service Desk involves creating a new action for action profile SLFN0001_ADVANCED and then assigning the start condition. Below are the steps for the same: a. Login to Solution Manager and call transaction SPPFCADM

b. Now choose the application CRM_ORDER and click on the button Define Action Profile and Actions

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Mail Configuration in Service Desk

c.

Select the Action Profile SLFN0001_ADVANCED, switch to change mode and click on New Entries.

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Mail Configuration in Service Desk

d. Provide the following information in the New Entries screen : Action Definition: Z_SEND_MAIL_VIA_ACTION_SENDER Description: Enter a description Action Settings: Schedule Automatically ( deactivate all others) Partner Determination: Partner Dependent; Partner Function SLFN0002 Action Merging: Max. 1 action for each definition Tab: Action Description: Enter a description

Note: On selecting partner function SLFN0002, the mail would be sent to the message creator. Similarly, if we want that an automatically generated mail should go the message processor, whenever any message is assigned to him/her, then we need to select partner function SLFN0004.

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Mail Configuration in Service Desk

e. Select Processing Types, switch to change mode and click on New Entries.

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Mail Configuration in Service Desk

f.

In Permitted Processing Types, select Smart Forms Mail and then click on the button Set Processing

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Mail Configuration in Service Desk

g. Provide the following input for the Mail Settings : Form Name: CRM_REMINDER_MAIL_01 Processing Class: CL_DOC_PROCESSING_CRM_ORDER Processing Method: CRM_ORDER_EXEC_SMART_FORM

Click on the save button and save the changes in a transport request. Assigning Start Condition

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Mail Configuration in Service Desk

h. Call transaction SPPFCADM, select application CRM_ORDER and click on the button Condition Configuration (Transportable Conditions)

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Mail Configuration in Service Desk

i.

Click on the button Technical Names and select the action profile SLFN0001_ADVANCED

j.

Double click on the above selection, the following screen appears:-

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Mail Configuration in Service Desk

k.

Switch to change mode and click on the create button and make the following selection:

l.

Select the row, click on the tab Start Condition and then click on the button Edit Condition

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Mail Configuration in Service Desk

m. Create a new start condition with the following values: Name: Send_Mail Object Type: BOR BUS2000116 Click on: Click here to create a new condition"

The following Create Parameter Condition screen appears:-

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Mail Configuration in Service Desk

n. Double click on user status and click operator =

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Mail Configuration in Service Desk

o. Now select the status E0002 In Process

The possible values are: E001 New E002 In Process (Mail will be sent when the message status is changed to in process ) E003 Customer Action E004 Sent to SAP E005 Proposed Solution E006 Confirmed

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Mail Configuration in Service Desk

p. Click on the button or press F3 to transfer the condition.

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Mail Configuration in Service Desk

q. Click on save button and save the changes to a transport request.

r.

Go back and save your changes again

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Mail Configuration in Service Desk

The default format of the mail that the key user or the message reporter, will receive is as follows: From: Sender [mailto:xxx.yyyy@domain.com] Sent: Date and Time To: Key user Subject: Reminder mail With a pdf attached called: Reminder mail.pdf, with the following content: One of your activities is overdue. Number: 8000000030 Description: Support Message description Please do not respond to this mail, as it was automatically generated. Best Wishes - System Administration

Steps to Change the Content of the Mail In order to change the content of this pdf file, follow the below mentioned steps:a. Go to transaction sppfcadm b. Select CRM_ORDER and click on Define Actions Profile and actions button c. Select SLFN0001_ADVANCED from action profile, click on action definition Z_SEND_MAIL_VIA_ACTION_SENDER that you have created and click on processing types, here you will see the form that is used in your mail is called: CRM_REMINDER_MAIL_01 d. Double click on the form name, this will open the smart form

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Mail Configuration in Service Desk

e. Click on the Change button in the smart forms window

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Mail Configuration in Service Desk

f.

Now in the smart form select the form attributes in the global settings folder, here you can see the description of the form change it to whatever you want, for example: Message "in process" status.

g. Change the message content as desired

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Mail Configuration in Service Desk

The mail now looks like: From: Sender [mailto:xxx.yyyy@domain.com] Sent: Date and Time To: Key user Subject: Message "In process" status With a pdf attached called: Message _In process_status.pdf, with the following content: One of your activities is overdue. Number: 8000000072 Description: Support Message description Please do not respond to this mail, as it was automatically generated. Best Wishes - System Administration

Sending the message as text in the email instead of an attachment In transaction SCOT under SMTP node -> internet settings -> output formats, the setting for SAP script/Smart Forms is set to PDF. Change it to TXT, this will populate the body of the email and not send a PDF attachment.

This completes the configuration part. Now, to be able to receive the mails properly, ensure the following:Ensure that SCOT is correctly customized in your Solution Manager system, see note 455140. Ensure the Business Partner assigned to the key user sending the message to Solution Manager system has an email associated in BP transaction

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Mail Configuration in Service Desk

Related Content
www.help.sap.com www.sdn.sap.com For more information, visit the Application Management homepage

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Mail Configuration in Service Desk

Disclaimer and Liability Notice


This document may discuss sample coding or other information that does not include SAP official interfaces and therefore is not supported by SAP. Changes made based on this information are not supported and can be overwritten during an upgrade. SAP will not be held liable for any damages caused by using or misusing the information, code or methods suggested in this document, and anyone using these methods does so at his/her own risk. SAP offers no guarantees and assumes no responsibility or liability of any type with respect to the content of this technical article or code sample, including any liability resulting from incompatibility between the content within this document and the materials and services offered by SAP. You agree that you will not hold, or seek to hold, SAP responsible or liable with respect to the content of this document.

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