Mail Configuration in Service Desk

7/30/2019 Mail Configuration in Service Desk

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2010 SAP AG 1

Mail Configuration in Service Desk

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

Summary

This article is a hands-on guide with screenshots explaining the step by step procedure for configuring mailin 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 ServicesPvt.Ltd.
https://www.sdn.sap.com/irj/sdn/applicationmanagementhttps://www.sdn.sap.com/irj/sdn/applicationmanagementhttps://www.sdn.sap.com/irj/sdn/applicationmanagementhttps://www.sdn.sap.com/irj/sdn/applicationmanagement


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Table of Contents

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


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Steps for Mail Configuration in Solution Manager Service Desk

The process of mail configuration for Service Desk involves creating a new action for action profileSLFN0001_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 andActions


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c. Select the Action Profile SLFN0001_ADVANCED, switch to change mode and click on NewEntries.


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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 thatan automatically generated mail should go the message processor, whenever any message is assigned tohim/her, then we need to select partner function SLFN0004.


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


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f. In Permitted Processing Types, select Smart Forms Mail and then click on the button SetProcessing


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


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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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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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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 ParameterCondition screen appears:-


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n. Double click on user status and click operator =


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


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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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The default format of the mail that the key user or the message reporter, will receive is as follows:

From: Sender [mailto:[email protected]]Sent: Date and TimeTo: Key userSubject: 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 sppfcadmb. Select CRM_ORDER and click on Define Actions Profile and actions buttonc. 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, hereyou 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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e. Click on the Change button in the smart forms window


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f. Now in the smart form select the form attributes in the global settings folder, here you can see thedescription 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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The mail now looks like:

From: Sender [mailto:[email protected]]Sent: Date and TimeTo: Key userSubject: 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 aPDF 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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Related Content

www.help.sap.com

www.sdn.sap.com

For more information, visit theApplication Management homepage
http://www.help.sap.com/http://www.help.sap.com/http://www.sdn.sap.com/http://www.sdn.sap.com/https://www.sdn.sap.com/irj/sdn/applicationmanagementhttps://www.sdn.sap.com/irj/sdn/applicationmanagementhttps://www.sdn.sap.com/irj/sdn/applicationmanagementhttps://www.sdn.sap.com/irj/sdn/applicationmanagementhttp://www.sdn.sap.com/http://www.help.sap.com/


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Disclaimer and Liability Notice

This document may discuss sample coding or other information that does not include SAP official interfaces and therefore is notsupported 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 orcode sample, including any liability resulting from incompatibility between the content within this document and the materials andservices offered by SAP. You agree that you will not hold, or seek to hold, SAP responsible or liable with respect to the content of thisdocument.

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Mail Configuration in Service Desk