Sending E-Mail From Support Message

SAP Network Blog: Sending E-Mail from Support Message Page 1 of 17
Blogs
Sending E-Mail from Support Message Subscribe

Dolores Correa Print
Business Card
Permalink
Company: SAP Spain
Posted on Sep. 18, 2007 07:39 AM in SAP Solution Manager
With the following customizing you will create actions to automatically send an e-mail to:
the creator of the message (key user) when the message status is changed from 'open' to 'in process', transaction type
SLFN---Example 1
the message processor when the message is assigned to him---Example 2
This is an update to the attached SAP Tutor of SAP Marketplace Note 691303.
Example 1- Mail to message creator
Valid for Solution Manager 4.0, screens taken from a Solution Manager 4.0 stack 9 (note 1011376 applied).
Step 1. Create a new action for action profile SLFN0001_ADVANCED (transaction type SLFN)
Transaction SPPFCADM: Define Action Profile and Actions button.
Application: CRM_ORDER
Action Profile: SLFN0001_ADVANCED
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
https://weblogs.sdn.sap.com/pub/wlg/7318 27/05/2008
Set Processing Type:

Permitted 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
Step 2: Assign start condition

Transaction SPPFCADM: Condition Configuration button
Select Technical Names and select the action profile SLFN0001_ADVANCED
Select Start Conditions button:
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"
CRM Service Process: User Status = Constant E0002 of User Status Profile SLFN0001
Transaction CRMBS02 for User Status Profile of SLFN transaction type: SLFN0001 Service Desk Status Header.
Possible constant values for SLFN (see spro-->Define Status Attributes) :
E0001 New
E0002 In processà The mail wil be send when the message status is changed from 'open' to 'in process'
E0003 Customer Action
E0004 Sent to SAP
E0005 Proposed Solution
E0008 Confirmed
Back to actions: Start Condition Tab
Overview Tab:
Processing Details Tab:
In the Support message you will see that the action has been correctly delivered:
Other details to take into account:

1. Ensure that SCOT is correctly customize in your solman system, see note 455140.
2. Ensure the Business Partner assigned to the key user sending the message to solman system has an email associated
in BP transaction (xxx.yyyy@domain.com)
Mail that the key user, message reporter, will receive:

From: Sender [mailto:xxx.yyyy@domain.com]
Sent: Date and Time
To: Key user

Subject: Reminder mail
With a pdf attatched 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
In order to change the content of this pdf file, go to sppfcadm, select CRM_ORDER and click on Define Actions Profile and
actions button, 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
Double click on the form name, this will open the smartform, click on change button:
Now in the smartform 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.
Also you can change the message content:
The mail now looks like:

From: Sender [mailto:xxx.yyyy@domain.com]
Sent: Date and Time
To: Key user
Subject: Message "In process" status
Wth a pdf attatched 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
Also see thread:
https://www.sdn.sap.com/irj/sdn/thread?forumID=156&threadID=109733
How to send message as text in the email instead of an attatchment?
In transaction SCOT under SMTP node - internet settings - output formats the setting for SAPscript/Smart Forms is set to
PDF. Change it to TXT, this will populate the body of the email and not send a PDF attachement.
How to get all the subject line of email sent with message number in it rather than generic message 'service
transaction w/message'
Example 2: Send a mail to message processor
Valid for Solution Manager 4.0, screens taken from a Solution Manager 4.0 stack 9 (note 1011376 applied).
In this case we will create an action that send an email to the message processor when he is assigned in the support desk
message. If you want to change the message processor and send a new mail to the new processor, see *
Follow the indications given for example 1 except for the following step:
Action Definition: Z_SEND_MAIL_ACTION_PROCESSOR
Description: Enter a description
Action Settings: Schedule Automatically (Deactivate all others)
Partner Determination: Partner Dependent; Partner Function: SLFN0004
Action Merging: * Max. 1 action for each definition, if you want that another mail is sent to the processor is
you change the processor select: Max. 1 Unprocessed Action for Each Action Definition
Name: Send_Mail
Object Type: BOR BUS2000116
Click on:"Click here to create a new condition"
CRM Service Process: User Status=Constant E0002 of User Status Profile SLFN0001
Again assign mail to Business Partner associated to the message processor.
Other examples
Send mail to Support Team when the message is in New status:
Send a mail to Change Advisory Board from a change request, transaction type SDCR (Action profile SDCR) when the change
request need to be approved:
Other interesting information can be found in:
https://www.sdn.sap.com/irj/sdn/thread?forumID=156&threadID=261433 and
( Note 865619: Actions should only be scheduled if status is newly set)
https://www.sdn.sap.com/irj/sdn/weblogs?blog=/pub/wlg/4053
(Note 1041455: Partner dependant actions are not executed (2)
(Note 1030139 Partner dependant actions are not executed CRM-BTX-SVO)

Note 964651: Long text disappears after sending email smartform
Dolores Correa is a technology consultant for SAP Spain.
Add to: del.icio.us | Digg | Reddit
Your comments and experiences about the contents are very welcome.
Comment on this weblog
Showing messages 1 through 2 of 2.
Titles Only Main Topics Oldest First

Subscribing to Updates
2007-11-27 14:32:38 Eamonn O'Neill Business Card [Reply]
Dolores,
Thanks for that blog - it is very useful.
One requirement I've come across is that observers of the message list should be able to subscribe to specific issues, and
get updates mailed to them until they unsubscribe. (This may be someone who is neither the Raiser or Processor).
Can this be addressed using the approach you've outlined?
Rgds,
Eamonn.
No e-mail created
2007-10-16 06:16:08 Susanna Berninge-Huber Business Card [Reply]
Hi Dolores,
We have followed the instructions in your blog for Example 2 - Send a mail to message processor - but no e-mail is
created. We do not get any error messages. Do you have any suggestions how to proceed?
Thanks and Regards

Susanna
Showing messages 1 through 2 of 2.

Sending E-Mail From Support Message

Uploaded by

Document Information

Original Description:

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

Sending E-Mail From Support Message

Uploaded by

Copyright:

Available Formats

SAP Network Blog: Sending E-Mail from Support Message Page 1 of 17

Sending E-Mail from Support Message Subscribe

Example 1- Mail to message creator

Action Definition: Z_SEND_MAIL_VIA_ACTION_SENDER

Set Processing Type:

Step 2: Assign start condition

Select Technical Names and select the action profile SLFN0001_ADVANCED

Select Start Conditions button:

Create a new start condition with the following values:

E0003 Customer Action

E0004 Sent to SAP

E0005 Proposed Solution

Back to actions: Start Condition Tab

Processing Details Tab:

Other details to take into account:

Mail that the key user, message reporter, will receive:

To: Key user

Also you can change the message content:

The mail now looks like:

Description: Support Message description

Example 2: Send a mail to message processor

Again assign mail to Business Partner associated to the message processor.

Send mail to Support Team when the message is in New status:

Other interesting information can be found in:

(Note 1041455: Partner dependant actions are not executed (2)

(Note 1030139 Partner dependant actions are not executed CRM-BTX-SVO)

Dolores Correa is a technology consultant for SAP Spain.

Add to: del.icio.us | Digg | Reddit

Showing messages 1 through 2 of 2.

Titles Only Main Topics Oldest First

Thanks for that blog - it is very useful.

Can this be addressed using the approach you've outlined?

Thanks and Regards

Showing messages 1 through 2 of 2.

You might also like