Send email to suppor team when service desk message is created

[Former Member]

Hello,

I have configured the e-mail functionalities in our Solution Manager Service Desk to send email for example when the status of support message is changing.

(Dolores's blogs are really helpful in this subject: )

The only function what I couldn't configure is send an e-mail automatically (without any user interaction) immediately when someone creates a new Service Desk message.

If I play with Schedule Conditions (for action profiles) as Dolores wrote in her Blog and set the condition to User Status equal "New" then the email is sent to the team when someone open the message and switch it to "Change" mode. But this functionality is not enough for me. I would like to trigger this action immediately when the message is created. (The support team determination is working fine).

I would be glad to hear any suggestion in the subject.

Thanks in advance!

Best regards,

Peter Kalmar

[Former Member]

Hello Peter,

I had resolved same issue in my case.

1. In action profile SLFN0001_ADVANCED, for action   SLFN0001_ADVANCED_FIND_PARTNER which is used to determine the support   team, set processing time 'Immediate Processing'

2. For action Z_SLFN0001_ADVANCED_MAIL which is used to send the

   email to support team the processing time has to be 'processing   when saving document'.

As this action is depend on SLFN0003 (support team), So before this Mail

   action executed, the support team should be determined.

Regards,

Darshan..

[former_member265259]

It works.

Tested in SSM 7.2 SP09.