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SAP Solution Manager Service Desk Support Team E-mail Notification

Applies to:
Applies to Solution Manager 7.0, Enhancement Pack 1. For more information, visit the Application Management homepage.

Summary
Using the Solution Manager Service Desk scenario, you can set up e-mail notifications to the support team automatically. This article will walk you through these steps.

Author:

Tammy Powlas

Company: Fairfax Water Created on: 01 January 2011

Author Bio
Tammy Powlas works for Fairfax Water, is a SAP Mentor and ASUG volunteer with the BI and BITI communities. She is SAP-certified in FI, CO, BW, SEM and ASAP.

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SAP Solution Manager Service Desk Support Team E-mail Notification

Table of Contents
Service Desk E-mail Notification ........................................................................................................................ 3 Background: .................................................................................................................................................... 3 Detailed Steps ................................................................................................................................................. 4 Troubleshooting: ........................................................................................................................................... 17 Related Content ................................................................................................................................................ 18 Disclaimer and Liability Notice .......................................................................................................................... 19

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SAP Solution Manager Service Desk Support Team E-mail Notification

Service Desk E-mail Notification


Solution Manager Service Desk can be used to automatically e-mail the support team of an incident or the emails can be sent manually. Background: Prerequisite 1: The SAP Interface Connect / SCOT functionality should be set up. See OSS note 455140. Prerequisite 2: The e-mail address also needs to be maintained on the support team business partner using transaction BP this is needed so the message creator can receive the e-mail:

Prerequisite 3: Check OSS note 1275036

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SAP Solution Manager Service Desk Support Team E-mail Notification

How e-mail notification works: When a support message is created, the support team can automatically be assigned, and then sent an email notifying them that a new ticket has been created. Detailed Steps Transaction SPPFCADM

Select CRM_ORDER first and click button Define Action Profile and Actions

Select SLFN0001_ADVANCED and double click on Action Definition

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SAP Solution Manager Service Desk Support Team E-mail Notification

Select Change and Action Definition E-mail to Message Creator.

Select COPY

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SAP Solution Manager Service Desk Support Team E-mail Notification

Change the Action Definition and Description. When prompted, select COPY ALL

Press ENTER

Select entry and magnifying glass

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SAP Solution Manager Service Desk Support Team E-mail Notification

Select Partner-Dependent checkbox and change PartnerFunction to SLFN0003, which represents the partner determination for the support team

Also select schedule automatically, and click off changeable in dialog/executable in dialog.

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SAP Solution Manager Service Desk Support Team E-mail Notification

Double-click on Processing Types.

Change the SmartForms as needed. Click SAVE and yellow arrow UP.

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SAP Solution Manager Service Desk Support Team E-mail Notification

Click Condition Configuration

Select Support Desk Message Action Profile Advanced

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SAP Solution Manager Service Desk Support Team E-mail Notification

Click Change

Click Create and select E-mail to First Level Support Team

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SAP Solution Manager Service Desk Support Team E-mail Notification

Select Start Condition tab and then select Edit Condition

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SAP Solution Manager Service Desk Support Team E-mail Notification

Enter description

Click where red arrow is to create a new condition

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SAP Solution Manager Service Desk Support Team E-mail Notification

Select User Status and then =

Select match code next to Constant and enter SLFN0001

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SAP Solution Manager Service Desk Support Team E-mail Notification

Select E0001 and press ENTER.

Press ENTER Click SAVE. Yellow arrow up and click YES at Save Data?

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SAP Solution Manager Service Desk Support Team E-mail Notification

Using transaction SMARTFORMS, you can change the format of the e-mail:

Make sure that the first level support business partner has an e-mail address using transaction BP:

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SAP Solution Manager Service Desk Support Team E-mail Notification

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SAP Solution Manager Service Desk Support Team E-mail Notification

Troubleshooting: If your configuration steps are correct and you are not seeing any e-mail, check the master data the business partner transaction BP. If the e-mail addresses are not maintained, then no e-mail will be sent. Also check that the background SAP Connect jobs are running.

SAP also recommends reviewing OSS note 812385 for troubleshooting.

Also ensure that the action definition is active.

To also aid in troubleshooting, check the actions tab of the support message:

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SAP Solution Manager Service Desk Support Team E-mail Notification

Related Content
Service Desk: Support team Determination A workflow eye over Solution Manager Service Desk SAP Help: Incident Management For more information, visit the Application Management homepage.

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SAP Solution Manager Service Desk Support Team E-mail Notification

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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