Sending E-Mail From Support Message
Transcript of Sending E-Mail From Support Message
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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
Sending E-Mail from Support Message Dolores Correa Business Card Company: SAP Spain Posted on Sep. 18, 2007 07:39 AM in SAP Solution Manager
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Page 1 of 17SAP Network Blog: Sending E-Mail from Support Message
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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
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Step 2: Assign start condition
Transaction SPPFCADM: Condition Configuration button
Select Technical Names and select the action profile SLFN0001_ADVANCED
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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
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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
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Overview Tab:
Processing Details Tab:
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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 ([email protected])
Mail that the key user, message reporter, will receive:
From: Sender [mailto:[email protected]] Sent: Date and Time
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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:
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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.
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Also you can change the message content:
The mail now looks like:
From: Sender [mailto:[email protected]] 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
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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
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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:
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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:
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Other interesting information can be found in:
� https://www.sdn.sap.com/irj/sdn/thread?forumID=156&threadID=261433 and
https://www.sdn.sap.com/irj/sdn/thread?forumID=156&threadID=560751
( Note 865619: Actions should only be scheduled if status is newly set)
� https://www.sdn.sap.com/irj/sdn/weblogs?blog=/pub/wlg/4053
� https://www.sdn.sap.com/irj/sdn/thread?forumID=156&threadID=331973
(Note 1041455: Partner dependant actions are not executed (2)
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(Note 1030139 Partner dependant actions are not executed CRM-BTX-SVO)
� Note 964651: Long text disappears after sending email smartform
� https://www.sdn.sap.com/irj/sdn/thread?forumID=156&threadID=533021
Dolores Correa is a technology consultant for SAP Spain.
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Your comments and experiences about the contents are very welcome. Comment on this weblog
� 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
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