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Version 14
created by Dolores Correa on Jan 20, 2013 6:41 AM, last modified by Dolores Correa on Oct 4, 2015 6:57 AM
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Purpose
With the following document you will determine the available e-mail options for Incident Management and
Change Request Management documents in Solution Manager 7.1.
This blog is valid for Solution Manager 7.1, the screenshots was taken from a Solution Manager 7.1 SP5.
Overview
In Solution Manager 7.1 there are now different ways to trigger e-mails actions from the documents:
- E-mail creation in CRM Web UI
- PPF E-mail actions: the following incident management standard actions are explained in detail
E-mail to Reporter
E-Mail to Reporter at Status Change
E-Mail to Message Observer
- PPF E-mail actions using HTML mail forms since Solman 7.1 SP10
We will see also the available smartforms and the way to send e-mail to multiple recipients indicated in one
BP.
http://scn.sap.com/docs/DOC-35291
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5. In spro go to Customer Relationship Management -> Transactions -> Settings for Activities -> Maintain
Categories, Goals, and Priorities -> Maintain Categories.
Ensure that Category "401" (description "E-Mail") use Class "G Email" from the dropdown list.
6. Also ensure that in spro-> SAP Solution Manager -> Capabilities (Optional) -> IT Service
Management->Follow-up Document Creation -> Define Copying Control for Transaction Types
Definitions for the standard type SMIN:
The same need to be done for ChaRM transaction types like SMCR,
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Note: If the e-mail button in CRM Web UI is opening an appointment ensure that in spro points under
. > IT Service Management > Follow-Up Document Creation are also followed for the indicated
transaction type:
3. Sending E-mails
You can send E-Mails in several ways in the CRM WebClient UI.
The email should be linked to the incident, see Reference field and Related Transactions AB.
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Note: for charm document it could be a BSP error CX_BOL_EXCEPTION when you:
1. click on Send Email in a request for change or normal change document in crm_ui
2. in the following send email screen, click on cancel.
There are special PPF actions to determine the support team automatically. These actions can be
customized to send e-mails to the support team that has been found:
<Action_Profile_Name>_FIND_PARTNER_FDT: Find Support Team Responsible by FDT Rule
<Action_Profile_Name>_FIND_TEAM_SEND_EMAIL: Find Support Team and Send E-Mail
See note 2050396 - Email to Support Team is not sent: "No recipient available"
Incident
There are special PPF action <Action_Profile_Name>_MAIL_FORM, E-Mail to Reporter with Mail Form, to
automatically send an email with CRM mail form
if message status is set to Customer Action or Proposed Solution.
3.2.1. E-mail to Reporter in detail
Action ZMIN_STD_MAIL: Sends e-Mail to reporter of message, but this action needs to be triggered
manually from the document.
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Click on the button Reply and add some text. In a while you will receive an e_mail with a pdf attachment.
Check the file attached. The name of the file and the subject of the e_mail are as follows: [Incident ID:
Incident Description]
The content of the attachment is showing some details like Priority and Status, Short text and the text you
just added (Reply).
3.2.4. E-Mail to Reporter with Mail Form
Action: ZMIN_STD_MAIL_FORM
An E-Mail in HTML format is sent to the reporter of the incident message.
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See notes:
- 1751307 E-Mail Notification when Information from SAP sent to SM 7.1
3.3 Change Request management: Delivered E-Mail sending actions in the standard
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Starting in Solman 7.1 SP10 the following PPF actions are supporting e-mail notifications via Mail Forms:
<transaction type>_SEND_MAIL_<business role>: Sends an E-Mail to the business partner in the relevant business role
More details for Mail forms in section 6. Mail forms
For creating PPF actions supporting e-mail notifications via Smart Forms see the following SCN documents:
- SCN Blog:
Sending E-Mail from Support Message
- SCN Blog: Pep Up Your ChaRM - Part 1: HowTo Create a Smart e-Mail Action
The email notification can be triggered by a:
- HF_SET_STATUS:
scheduling condition has to have the source user status
starting condition has to have the target status
- SET_PREDOC:
scheduling condition has to have the target user status
starting condition has to have the target status
Reason: with SET_PREDOC the user status is already set for the document as this is done directly not via a
PPF Action Framework run
See also if note 1609682 Smart form does not work for request for change is relevant for your solman 7.1
patch level.
4. Smartforms
When sending e-mails via actions, you will receive and e-mail, the content of the smartform will be the
content of the e-mail or the content of the PDF file attached to the e-mail. This will depend on the settings of
scot, SAPscript/Smart Forms PDF or TXT.
Mail Settings:
- Form Name: AI_CRM_IM_FULL_DATA_FORM or AI_CRM_IM_SHORT_TEXT_LINK_FORM
When using AI_CRM_IM_SHORT_TEXT_LINK_FORM form you will get an e-mail which contains the link to
the document but to the document in the workcenter:
http://scn.sap.com/docs/DOC-35291
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Note: In case of error "Entity could not be determined" please see note 1832463 (dont forget the manual activities).
When using form AI_CRM_IM_FULL_DATA_FORM you can use the customizing of the text types, call
SM30: AICV_TEXT_SFORM (View Texts in Smart Forms is displayed) to define the texts contained in the
e-mail.
You can currently only define the text types for this smart form.
With the above configuration you will get and email with this content:
http://scn.sap.com/docs/DOC-35291
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'/sap/bc/bsp/sap/crm_ui_start/default.htm?crm-object-type=AIC_OB_CMCR&crm-objectaction=D&crm-object-value='
lv_sguid
'&crm-key-name=GUID&sap-client=001&sap-language=EN'
INTO lv_url.
crm-object-type=AIC_OB_CMCR for *MCR documents
crm-object-type=AIC_OB_CMCD for charm normal change, charm urgent change, etc...
Object action crm-object-action defines if you are in Edit or Display mode when you open the ticket.
You might want to change to object type for different documents (incidents or change documents) and the
object action defines if you are in Edit or Display mode when you open the ticket.
Charm document example:
http://xxx:8000/sap/bc/bsp/sap/crm_ui_start/default.htm?crm-object-type=AIC_OB_CMCD&crm-objectaction=D&crm-objectvalue=0045568000031EE1BE9CC858092291AC00215E09495E1ED280B6FCC1C594D428&crm-keyname=GUID&sap-client=001&sap-language=EN
Please see SCN doc from
Raquel:
Changing the Smartform to show the link of ChaRM documents
Note: Form name AI_CRM_IM_FULL_DATA_FORM is giving a dump when using with processing method
CRM_SRVORDER_EXEC_SF_MMR:
The following error text was processed in the system:
Function call of /1BCDWB/SF00000001 failed; the obligatory parameter FORM_NAME
Exception Class CX_SY_DYN_CALL_PARAM_MISSING
Error Name
Program CL_SDK_DOC_PROC_CRM_ORDER=====CP
Include CL_SDK_DOC_PROC_CRM_ORDER=====CM004
ABAP Class CL_SDK_DOC_PROC_CRM_ORDER
Method CRM_SRVORDER_EXEC_SF_MMR
Line 425
Long text The call of the function /1BCDWB/SF00000001 failed: the required parameter FORM_NAME was not filled.
The only solution here is to copy the class CL_SDK_DOC_PROC_CRM_ORDER to Z* and to adapt the method
CRM_SRVORDER_EXEC_SF_MMR, so it calls the Smart Form with the parameter FORM_NAME, see KBA 1831361 Solution Manager - Changing status of an Incident in
CRM_UI gives BSP error - CX_SY_DYN_CALL_PARAM_MISSING
See also note: 1854961 Link to incident in smart form opens with wrong language, in case of issue with the
languague of e-mail the receiver receives.
3. Choose the tab Address, section Communication. Select the yellow arrow in the field E-Mail. A screen
named Maintain internet mail addresses appears.
Add a new line and enter an e-mail address. Repeat this action if needed and confirm with the green
checkmark button.
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When running action ZMIN_STD_MAIL, for example, two emails are sent.
Currently sending mails to multiple receivers is only available for personal BP (for example, reported by,
processor), but not for organizational BP (for example, sold-to party, support team).
In this activity, you can adjust the HTML mail forms you want to use for e-mail notifications.
For more information on the configuration of mail forms, see SAP Help Portal at http://help.sap.com/crm-> <SAP CRM
7.0 and above> -> Application
Help -> Marketing -> Campaign Management -> Personalized Mail.
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<P><FONT
size=2 face=Arial>You are the change manager of the following administrative
change, and there are some actions which you should perform on
it.</FONT></P>
<P><FONT
size=2 face=Arial>Description
</FONT> <INPUT dir=ltr id=%SAP_CRMS_SRQM_GEN_FIELDS-CRM_SRQM_DESC
value=Description><FONT size=2><BR><FONT
face=Arial>Status
</FONT></FONT> <INPUT dir=ltr id=%SAP_CRMS_SRQM_GEN_FIELDS-CRM_SRQM_STATUS
value=Status><FONT size=2><BR><FONT face=Arial>Priority
</FONT></FONT> <INPUT dir=ltr
id=%SAP_CRMS_SRQM_GEN_FIELDS-CRM_SRQM_PRIORITY
value=Priority><BR><FONT size=2 face=Arial>Service Request
Complete Date </FONT> <INPUT
dir=ltr id=%SAP_CRMS_SRQM_GEN_FIELDS-CRM_SRQM_CMPL_DATE value="Service
Request Complete Date"><BR><FONT size=2 face=Arial>Document
ID
</FONT> <INPUT dir=ltr id=%SAP_CRMS_SRQM_GEN_FIELDS-CRM_SRQM_NUMBER
value="Service Request ID"><FONT
size=2><BR></FONT></P><BR><BR>
<P><FONT
size=2 face=Arial>Click here to </FONT> <A
href="http://<URL to your
server>/sap/bc/bsp/sap/crm_ui_start/default.htm?CRM-OBJECT-TYPE=<ID for
change transaction type>&CRM-OBJECT-ACTION=B&CRM-OBJECT-VALUE=%SAP_CRMS_SRQM_GEN_FIELDSCRM_SRQM_GUID"><FONT
size=2 face=Arial>open the document</FONT></A></P>
<P><FONT
size=2 face=Arial>Best regards,<BR>SAP Solution Management
Administration</FONT></P></FORM><BR><BR></BODY></HTML>
Related Content
Related Documentation
SCN Blog:
Sending E-Mail from Support Message
SCN Blog: Pep Up Your ChaRM - Part 1: HowTo Create a Smart e-Mail Action
SCN Blog:
Pep Up Your ChaRM - Part 3: Turn Cinderella PDF-Mails into Pretty&Usefull Ones
Related Notes
Please check notes:
- 1609682 Smart form does not work for request for change
- 1751307 E-Mail Notification when Information from SAP sent to SM 7.1
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(16 ratings)
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37 Comments
Tom Cenens Jan 21, 2013 9:32 AM
Hi Dolores
Thanks for sharing this information
Best regards
Tom
Like (0)
Hi, Dolores.
Thank you for this very usefull information!
But could you help me with getting the link to the document in crm_ui?
I've copied this part in my smartform:
CONCATENATE 'http://'
lv_host ':' lv_port
'/sap/bc/bsp/sap/crm_ui_start/default.htm?crm-objecttype=AIC_OB_CMCR&crm-object-action=D&crm-object-value='
lv_sguid
'&crm-key-name=GUID&sap-client=001&sap-language=EN'
INTO lv_url.
Hello Dolores,
very good guided procedures! I have configured 5 E-mail to multiple recipients for 3 persons as
recommended, but email only reached by the first entry of the recipient list...:-(.
Can you give an advice?
Thanks
Johannes
Like (0)
Hi Johannes,
You should call method CRM_SRVORDER_EXEC_SF_MMR instead.
Thanks,
HL
Like (0)
Delores,
Thanks for the informative blog.
One question: How does the &STATUS_CHANGE& parameter (flag) get set to the value 'X' in
"Schedule Condition" tabs in Sections 3.2.2 & 3.2.4?
Thanks,
Mani
Like (0)
Mani Sekaran Muthu Mar 11, 2013 3:38 AM (in response to Mani Sekaran Muthu)
Delores,
I found the answer to my question above. Please disregard my question.
&STATUS_CHANGE& flag gets set in the method
IF_EX_CONTAINER_PPF~MODIFY_CONTAINER (Implementation:
CHECK_STAT_CHANGE, CLASS: CL_IM_CHECK_STAT_CHANGE, BAdI
CONTAINER_PPF).
This implementation is available only as of SolMan 7.1 SP 5.
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Thanks,
Mani
Like (0)
Hi Dolores,
Thanks for your useful guide!
I have a request to send email notif to many people. I follow your instruction in point 5) Email to
multiple recipients. But I've got an error.
1) In business partner, I maintained 2 email addresses.
2) In action profile ZMIV_VAR_MAIL, I keep as standard settings:
- Form AI_CRM_IM_SHORT_TEXT_LINK_FORM
- Class CL_SDK_DOC_PROC_CRM_ORDER
- Method CRM_ORDER_EXEC_SF_WL ==> To send email to multiple addresses
But email cannot be sent. Below is the action log:
Successful - Name of the Smart Form: AI_CRM_IM_SHORT_TEXT_LINK_FORM
Successful - Processing class: CL_SDK_DOC_PROC_CRM_ORDER
Successful - Processing method: CRM_ORDER_EXEC_SF_WL
Successful - Activity is not relevant; authorization check is not implemented
Error - Error when sending to
xxx@yahoo.com
Error - Action could not be successfully executed
If I call method CRM_SRVORDER_EXEC_SMART_FORM, only one email will be sent to the standard
email of the business partner.
Could you help to unblock me for this point?
Thanks very much for your support,
HL
Like (0)
Hello Huong,
thanks for your hint, but I tried already CRM_SRVORDER_EXEC_SF_MMR and it does not
work.
regards
johannes
Like (0)
Hi Johannes,
The business partner needs to be a Person business partner, not an Organization.
Regards,
HL
Like (0)
Johannes Rensen Mar 12, 2013 11:52 AM (in response to Huong Le)
Hi Huong,
in PPOMA_CRM I have maintained an organisation CAB with a person bp
with three email recipients but only the first one recieves an email. Can
you assist?
Regards
Johannes
Like (0)
Hi Johannes,
I implement the same concept from Dolores to SolMan 7.0 and it
works too.
Could you try firstly with the standard action of sending email to
Requester (i.e. ZMIN_STD_MAIL)? Then you maintain 2 email
addresses in Communication data of this person bp. Let's see the
result.
Please let me know your current settings so that I can assist you
further.
Regards,
HL
Like (0)
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Hello Huong,
in the meantime there were urgent issues so I cannot
pass this issue. Now, I have maintained my bp as
Dolores wrote and put in the standard form
AI_CRM_IM_SHORT_TEXT_LINK_FORM like your
mail. Always when I execute the action send mail the
first person in the communication list receive the email,
but not second and third with Method
CRM_SRVORDER_EXEC_SF_MMR. Any hints??
Best regards
Johannes
Like (0)
Hi Houng:
You can still use a BP organization or group and even though they are not
an employee, you can bridge them to a external BP who is an actually an
employee. That way the organization will receive e-mails, as well.
We connected the two BPs via External BP Name (The group BP to the
employee BP via External BP Name). Once that reference exists, we are
receiving e-mails using the BP type group or organization in ChaRM.
The screenshots can be found in the link if you need more details.
http://scn.sap.com/thread/3394526
Regards,
Juan
Like (0)
Hola Dolores,
Thanks for sharing
Like (0)
Hi all,
could you please tell me the configuration to create CR from incident ticket.I am using solution
manager 7.1
Thanks
Sajin TS
Like (0)
Cesar Aranda Mar 12, 2013 8:10 PM (in response to sajin ts)
Hello Sajin,
The creation of a change request is configured by defining Request for Change as a valid
follow-on document type from the transactions you wish to create the change request from,
for example, incident and problem.
To access this configuration in Customizing, choose SAP Solution Manager Capabilities
(Optional) Change Management Standard Configuration Transaction Types
Define Copying Control for Transaction Types.
Additionally, to define which data is copied from a source transaction type to a target
transaction type, in Customizing, choose SAP Solution Manager Capabilities (Optional)
Application Incident Management (Service Desk) Follow-Up Document Creation Specify
Mapping Rules for Copy Control.
In the incident you must select 'Create Follow-Up', This will show a dialog box with a selection
of follow-up documents. Select Request for Change of transaction type ZMCR, or of your own
making. This creates a follow-up document immediately and puts you straight into the new
Request for Change document.
Sure advise if I can assist you further.
Kind regards,
#solman71today
Like (1)
Cesar Aranda Mar 15, 2013 5:45 PM (in response to sajin ts)
http://scn.sap.com/docs/DOC-35291
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Csar
Like (0)
Hello Dolores,
Regarding about the More -> Send Email button from a Request for Change, I see that it is not a 'workalone' button, but must necessarily have a follow-up document inside the 'Related Transactions'
Assignment block, is it right?
I mean, I can probably modify actions and conditions of that button to make it work as a stand-alone
button if I wished, right?
Kindly advise,
and much life too you!
Always with my admiration, and sincere respect,
Fine regards,
Csar
Like (0)
Hi Dolores,
you were great again! No news
Thank you very much for your very informative blog.
I had the error you mentioned when using the smartform AI_CRM_IM_FULL_DATA_FORM but at that
time I did not have time to solve it, so I used another form. I will try to use it in my current project and
do the change you mentioned, and see if it works. Do we still have the dump in SP8?
Best regards,
Raquel
Like (0)
Dolores Correa Apr 4, 2013 7:33 AM (in response to Raquel Pereira da Cunha)
Hi Raquel,
Yes, this is happening also in SP08.
Please see KBA 1831361 to see how to modify the method
CRM_SRVORDER_EXEC_SF_MMR.
Best regards,
Dolores
Like (2)
Hi Dolores,
Thanks for your blog.
I was wondering if anyone knew if it was possible to add a link to the CD/CR when you create an email
from the Web UI?
I can see that this functionality would be available if I created an action to send an email, but would
rather manually insert a link.
Cheers,
David
Like (0)
Hi Dolores:
Very useful your contribution, which is redundant to say, but thanks once more.
About item 5, e-mail to multiple recipients, I am planning to test that out today, though it seems people
trying to work it out have not been lucky, so far.
In any case, my only comment would be that then it is kind of extra work having to update all user
accounts with other e-mail addresses, specially thinking, e.g. that if you would like to send the same
e-mail to CAB, also, then you will have to add the same e-mail account to all users or BPs in each
address tab, as explained by you.
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I tried something different that it is not working, but maybe you can shed some light to tell us why or
what to do to make it to work.
In CRMC_ACTION_CONF, we took our action definition for the e-mail notification, and in the
Processing Selection, the Assigned Processings already shows an entry smart forms mail with
and empty e-mail address in the section Details of Selected Processing's Recipient tab. We guess
eventually that address gets populated with the actual BP email when the action starts definition meets
the start condition, to then deliver the email to the correspondent recipient.
Well, in that same screen, there is a create button in the same processing selection section
mentioned above, and we used it to create a new similar smart forms mail. Then, in the Details of
Selected Processing, we added the CAB e-mail address there in the Address field, with recipient
type U Internet Address. So, we have 2 smart forms mail: one with empty email address and the
other one with CAB's.
We though the action definition was going to process the 2 smartforms mails, as it is kind of logic if
the section is called assigned processings, that if there are many entries there, they will be
processed one by one, but so far we have not been able to do the processing to the second
smartforms mail.
I can not add the screensshots here due to restrictions, but they were added in
http://scn.sap.com/thread/3394526, which is being moderated as I type. I guess the content is
going to be approved soon.
We thought in CRMC_ACTION_DEF > Action Profile > Action Definition > of our e-mail action
definiton, in action determinmation and action merging > Action Mergind = Set Highest Number
of Processed Records, was going to resolve that, but it did not.
Thanks,
Juan
Like (0)
Juan-Carlos Garcia-Garavito Jan 21, 2014 5:32 PM (in response to Juan-Carlos Garcia-Garavito)
Greetings:
We started publishing our approach for multiple recipients using SAP Workflow. It also
contains a bit of HR Evaluation Paths, BRFPlus and Funtion Modules.
http://scn.sap.com/community/it-management/alm/solution-manager/blog/2014/01/21/sapcrmsolman-charm-multiple-target-agents-via-sap-workflow--minimal-abap-development
Regards,
Juan
Like (0)
Hi Dolores,
I just found out this very helpful article today and thanks a lot for that. Only I have one question and I
think it's shown in the image of generated URL inside the email.
The generated URL has been cut by line, so the hyperlink isn't working. I have the same issue, do you
know how to force the whole URL to be inside on the hyperlink?
Thanks a lot,
Best Regards,
Achmad
Like (0)
Hi Dolores,
I really appreciate your entry of the blog "
http://scn.sap.com/docs/DOC35291".
http://scn.sap.com/docs/DOC-35291
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Hi Dolores,
We are using SAP R/3 4.6C, but for incident management we are using SM of our SAP Support
partner. I asked them if there is an opportunity to send an email to SM with incident number in the
subject and this way to communicate with SM from external organisation. The answer was that this is
not implemented yet and SM doesn't allow this! Now I am getting info or whatever needed and paste it
in SM and vice versa, thus playing the role of a SAP connector between SAP users and SM.
I am relatively new for SAP and I have no rights to do any customization in SM, but I'll forward your
advice to the technical support guy in SAP Support partner to see your comments.
Regards,
O.Nikolov
Like (0)
Hi Dolores,
Thanks for very useful guide!
BG,
Zavdat Ganiev
Like (0)
Hi Dolores,
This guide helped us a lot.
But one question is still open.
I'm referring to section 6.2, where you mention to replace the server URL with our correct server url.
Our problem is, that development system and productive system have two different URL's.
Is there an attribute to set the URL dynamically?
I found the system ID (attribute id="%SAP_SYST-SYSID"), but how do I set host, etc.
Thanks,
Jan
Like (0)
Hi all, concerning mail form for ZMHF (urgent change), the link for zmhf
document="http://xxxx:8000/sap/bc/bsp/sap/crm_ui_start/default.htm?CRM-OBJECTTYPE=CAIC_OB_CMUC&.... does not work:-> An object type with the name CAIC_OB_CMUC was
specified that doesn't exist in Customizing.
Where and how to customize, I found CRM ->UI Framework -> UI Framework Definition -> Design
Layers, but for CAIC_OB_CMUC there is nothing maintained. SOLMAN is on SPS10, all required
switches in SFW5 are active. It works with AIC_OB_CMNC, link to change request document -> but we
need a link for the tester form urgent change... Cheers, Volker
Like (0)
Volker Deneke Sep 21, 2015 4:40 PM (in response to Volker Deneke)
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