SAP ITSM : Service Desk Support Teams with SAP’s Shared Distribution List

I had this issue, where I had to create a email notifications for support teams.

Challenges were

• The teams will get email notification every time there is a change in the incident status or the incident is assigned to them
• The distribution list has to be from SAP not from exchange or Domino mail server.
• There are no KBA’s or SCN blog available, and SCN discussions are mostly unanswered.

Below is the step by step procedure to create

• Transaction  SPPFCADM -> CRM_ORDER -> Define Action Profile & Actions

• go to action profile ZMIN_STD. If you haven’t created one then must do and map it with transaction profile ZMIN. Refer ITSM Master guide.
• Create 1 action definition each for all your support teams

• Each team should have following as action properties

• In processing type set the following details for all

• Now add the earlier created action definition in the action profile

• For each one, in overview tab, define following determination BP with the Number of your Business Partner (refer transaction BP for business partner of Support team)

• For each one , in processing tab, define the shared distribution list (refer SBWP-> Distribution list for shared distribution list or create with exact name)

• Create Schedule Condition or Start Condition as per your own need. I created mine for my own convenience to get email for “ANY” change in incident.

• In the distribution lists add the emails. any email which you want.
• test it by creating incident and check in tab scheduled action

Check in SOST for mails & you are done

Please comment if you feel this can be further improved.

Thanks

Abhijeet