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 map it in your condition configuration

    

  • 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

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