mail configuration in service desk
TRANSCRIPT
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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.
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2010 SAP AG 2
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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2010 SAP AG 3
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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2010 SAP AG 4
c. Select the Action Profile SLFN0001_ADVANCED, switch to change mode and click on NewEntries.
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2010 SAP AG 5
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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2010 SAP AG 6
e. Select Processing Types, switch to change mode and click on New Entries.
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2010 SAP AG 7
f. In Permitted Processing Types, select Smart Forms Mail and then click on the button SetProcessing
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2010 SAP AG 8
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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2010 SAP AG 9
h. Call transaction SPPFCADM, select application CRM_ORDER and click on the button ConditionConfiguration (Transportable Conditions)
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2010 SAP AG 10
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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2010 SAP AG 11
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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2010 SAP AG 12
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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2010 SAP AG 13
n. Double click on user status and click operator =
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2010 SAP AG 14
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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2010 SAP AG 15
p. Click on the button or press F3 to transfer the condition.
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2010 SAP AG 16
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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2010 SAP AG 17
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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2010 SAP AG 19
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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2010 SAP AG 20
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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2010 SAP AG 21
Related Content
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For more information, visit theApplication Management homepage
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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.