Copy control for attachment not working as expected for email.
Attachments should be copied from transaction type ZMRQ to 0005 (email) only. All other transaction types (ie. ZMCR, ZMIN) should not copy attachments to 0005 (email).
Reproducing the Issue
1. Check the radio button under “Attachment” for ZMRQ to 0005 via IMG node SAP Solution Manager -> Capabilities (Optional) -> IT Service Management -> Follow-up Document Creation -> Specify Mapping Rules for Copy Control
2. Uncheck the radio button under “Attachment” for ZMCR to 0005
3. Create a Service Request (ZMRQ) which includes an attachment and select More -> Send Email
4. Create a Request for Change (ZMCR) which includes an attachment and select More -> Send Email
As expected, attachments get copied from ZMRQ (Service Request) to 0005 (Email).
Not as expected, attachments get copied from ZMCR (Change Request) to 0005 (Email).
The configuration was not effective because Parameter CRM_EMAIL_NO_COPY is checked.
If Parameter CRM_EMAIL_NO_COPY is enabled, then all attachment will NOT be copied to email. If CRM_EMAIL_NO_COPY Parameter is disabled, then all attachment will be copied to email. In other words, you cannot define specifically which transaction get attachment copied.
Parameter CRM_EMAIL_NO_COPY is a function added by implementing Note 1855313. By resetting this note, the specific requirement can be fulfilled.
How to specify attachment copy in CRM?
Transaction spro (CRM/Transactions/Basic Settings/Copying Control for Business Transactions/Define Copying Control for Transaction Types).
Why can’t I see this radio button in my system?
Note: 2008321 – Copy control customizing for attachment is not possible
Note 1784502 – Not all CRM_ITSM* functions are activated
Please note: this function only works when “Target Transaction Type” is either BUS2000223 or BUS2000224
What is the function of Parameter CRM_EMAIL_NO_COPY? How can I edit it?
Note: 1855313 – Switch to suppress the copy of Notes & Attachments to E-Mail