An advanced solution for sending email from Solution Manager (or CRM)

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Advance Sending email from Solution Manager (or CRM)

A solution for sending mail from Service Desk with attachments provided from the Solution Database or from the Activity

Preface

One of the most usefull areas of solution manager is the Service Desk. Unfortunately, even if it’s possible to attach a solution from the solution database to a Service request, in the outbound mail there is no possibility to send any kind of attachments to the "reported by" address.

This issue has two kind of impacts

• If the service team find a solution in the solution database with an attachment that explains how to fix the request, the operator has to send the solution in a different way (for example sending a mail from outlook).
• If the service team attach a document to an certain service request and want to send it to the "reported by" address, the only way to do so is download the file and send it then manually.

Solution

Creating a extended action “send mail with attachment” instead of the standard “send email”. This solution is also working on CRM systems for outboud email from CIC.

Technical implementation

Starting from note 935670 (PPF: Sending an SF output with a main document), we extend with the following logic:

• Prepare a PDF from smart from (as in the standard).
• Determine all kind of attachments available (eg: check if the solution is correlate, check if there are attachments in the activity, etc).
• Show a popup to the end user, where to decide which kind of attachment need to be send.
• Send the mail.

More in detail

Determine witch action is need to be defined

In customizing, under Define Action Profile and Action (TCODE= CRMC_ACTION_DEF) we identify our Action profile (SLFN0001_ADVANCED), choosing Action Definition (SLFN0001_ADVANCED_MAIL) --> Processing type we found which class process the specific action: for this is the class CL_DOC_PROCESSING_CRM_ORDER- CRM_SRVORDER_EXEC_SMART_FORM.

So we can make new class ZSMCL_DOC_PROCESSING_CRM_ORDER based on CL_DOC_PROCESSING_CRM_ORDER and extend the method CRM_SRVORDER_EXEC_SMART_FORM.

After the statement

* determine the tables of the application CALL FUNCTION 'CRM_OUTPUT_SINGLE_READ' EXPORTING

 iv_object = io_appl_object .... et_output_service_i_assi = lt_service_i_assi.

we can put our specific code for the get attachments:

* EPRU  determine attach from activity or solution database  TYPES: BEGIN OF ty_attach,          mark(1),          source(1),                   " A = Attach from activity, S = Attach from Solution Database          file_name TYPE sood-objdes,          ext       TYPE soodk-objtp,          phio      TYPE skwf_io,        END OF ty_attach.  DATA: t_attach TYPE STANDARD TABLE OF ty_attach.  DATA: ls_attach TYPE ty_attach.  DATA: t_body TYPE STANDARD TABLE OF soli.  DATA l_string           TYPE string.  DATA l_subject          TYPE so_obj_des.  DATA lt_ios_prop_result TYPE crm_kw_propst.  DATA ls_ios_prop_result TYPE crm_kw_props.  DATA ls_prop_result      TYPE sdokproptl.  DATA phio         TYPE skwf_io.  DATA phios         TYPE skwf_ios.  DATA bo            TYPE sibflporb.  DATA: content_ascii TYPE sdokcntascs.  DATA: content_bin   TYPE sdokcntbins.  DATA: properties    TYPE sdokproptys.  DATA cr_lf              TYPE abap_cr_lf                            VALUE cl_abap_char_utilities=>cr_lf.* EPRU  Custom specific subject: the default is the title of smartform.  l_subject = ls_output_options-tdtitle.* EPRU  Optionally read default mail body* perform read_body table t_body* EPRU  Get Attach from Solution Database  DATA ls_doc_flow        TYPE crmt_doc_flow_wrk.  DATA lt_doc_flow        TYPE crmt_doc_flow_wrkt.  DATA gs_sol_attachments TYPE crmt_sdb_attachments.  DATA gt_sol_attachments TYPE TABLE OF crmt_sdb_attachments.  DATA lv_solution       TYPE islnr.  DATA lv_version        TYPE isover.* read linked solutions via docflow  CALL FUNCTION 'CRM_SERVICE_H_DNO_READ_DFL_SDB'    EXPORTING      iv_header_guid = ls_orderadm_h-guid    IMPORTING      et_doc_flow    = lt_doc_flow    EXCEPTIONS      OTHERS         = 0.  LOOP AT lt_doc_flow INTO ls_doc_flow.*   Read solution header data    lv_solution = ls_doc_flow-objkey_b.    CALL FUNCTION 'ISBF_GET_SOLUTION'      EXPORTING        i_islnr         = lv_solution        i_islvr         = lv_version      TABLES        e_attachments_t = gt_sol_attachments.    LOOP AT gt_sol_attachments INTO gs_sol_attachments.      phio-objtype = 'P'. " Use phisical file      phio-class   = gs_sol_attachments-class.      phio-objid   = gs_sol_attachments-objkey.*      save info in temporary table      ls_attach-phio      = phio.       ls_attach-file_name = gs_sol_attachments-file_name.      ls_attach-source    = 'S'.      ls_attach-mark      = 'X'.      APPEND ls_attach TO t_attach.    ENDLOOP.  ENDLOOP.* epru - Attach data from service desk request  bo-instid = ls_orderadm_h-guid.  bo-typeid = ls_orderadm_h-object_type.  bo-catid  = 'BO'.  CALL METHOD cl_crm_documents=>get_info    EXPORTING      business_object       = bo      newest_only           = ' '    IMPORTING      phios                 = phios      ios_properties_result = lt_ios_prop_result.  LOOP AT phios INTO phio.    READ TABLE lt_ios_prop_result               INTO ls_ios_prop_result               WITH KEY objtype = phio-objtype  " P                        class   = phio-class    " CRM_L_ORD                        objid   = phio-objid.   " guid    READ TABLE ls_ios_prop_result-properties               INTO ls_prop_result               WITH KEY name = 'KW_RELATIVE_URL'.    ls_attach-phio      = phio.    ls_attach-file_name = ls_prop_result-value.    ls_attach-source    = 'A'.    ls_attach-mark      = 'X'.    APPEND ls_attach TO t_attach.  ENDLOOP.

Show Popup

At this point we have all the information needed in the table t_attach (id, name, source (Attach/SolutionDB), selected). We send all this information to the custom function module that shows the table t_attach and permit to the user to change the subject, write body mail and select the attachment.

* EPRU  call screen   CALL FUNCTION 'Z_SM_MANAGE_ATTACH_FOR_SD'    TABLES      lt_attach  = t_attach      lt_body    = t_body    CHANGING      ls_subject = l_subject    EXCEPTIONS      stop_send  = 1      OTHERS     = 2.  IF sy-subrc ne 0.    EXIT.  ENDIF.

prepare the mail

The rest of the code is as describe in oss note 935670, with an exception after the code

CALL METHOD document->add_attachment EXPORTING i_attachment_type = 'OTF' i_attachment_subject = ls_output_options-tdtitle i_attachment_size = l_otflen i_att_content_text = text.

we put

* Attach data (retrive from km and attach)        LOOP AT t_attach INTO ls_attach             WHERE mark = 'X'.          CALL METHOD zsm_attach_phio_docu            EXPORTING              phio     = ls_attach-phio              document = document.        ENDLOOP.* epru - end

Add Attach

Finally, the method ZSM_ATTACH_PHIO_DOCU (that physically attach the file to the mail) will be:

method ZSM_ATTACH_PHIO_DOCU .DATA: properties    TYPE sdokproptys.DATA: content_ascii TYPE sdokcntascs.DATA: content_bin   TYPE sdokcntbins.DATA: propertie     TYPE sdokpropty.DATA l_otflen           TYPE so_obj_len.  DATA: lv_size_i       TYPE i.  DATA: lv_buffer       TYPE xstring.  DATA: lt_content      TYPE solix_tab.  CALL METHOD cl_crm_documents=>get_document    EXPORTING      io            = phio    IMPORTING      properties    = properties      content_ascii = content_ascii      content_bin   = content_bin.  lv_size_i = 0.  REFRESH: lt_content.  IF NOT content_bin[] IS INITIAL.    DESCRIBE TABLE content_bin.    lv_size_i = sy-tfill * sy-tleng.    CALL FUNCTION 'SCMS_BINARY_TO_XSTRING'      EXPORTING        input_length = lv_size_i      IMPORTING        buffer       = lv_buffer      TABLES        binary_tab   = content_bin.    CALL FUNCTION 'SCMS_XSTRING_TO_BINARY'      EXPORTING        buffer     = lv_buffer      TABLES        binary_tab = lt_content.  ELSE.    DESCRIBE TABLE content_ascii.    lv_size_i = sy-tfill * sy-tleng.    CALL FUNCTION 'SCMS_TEXT_TO_XSTRING'      IMPORTING        buffer   = lv_buffer      TABLES        text_tab = content_ascii.    CALL FUNCTION 'SCMS_XSTRING_TO_BINARY'      EXPORTING        buffer     = lv_buffer      TABLES        binary_tab = lt_content.  ENDIF.  DATA: file_name TYPE sood-objdes.  DATA: ext TYPE soodk-objtp.  l_otflen = lv_size_i.  READ TABLE properties INTO propertie             WITH KEY name = 'FILE_NAME'.  SPLIT propertie-value AT '.' INTO file_name ext.  lv_size_i = STRLEN( propertie-value ) - 4.  file_name = propertie-value+0(lv_size_i).  lv_size_i = lv_size_i + 1.  ext = propertie-value+lv_size_i.  CALL METHOD document->add_attachment    EXPORTING      i_attachment_type    = ext      i_attachment_subject = file_name      i_attachment_size    = l_otflen*                i_att_content_text   = text.*      i_attachment_header = header      i_att_content_hex    = lt_content.endmethod.

Last step

Now the only activity left is to copy and modify the original action definition SLFN0001_ADVANCED_MAIL with the new one SLFN0001_ADVANCED_MAIL_ATT; that uses the custom class ZSMCL_DOC_PROCESSING_CRM_ORDER

The result

Now you are ready to choice the new action as follow:

and then the customer popup is displayed

Afterwards, in the mail client we will detect the mail sent by the system:

That's all folks!

What will be developed in the future

• Starting from the business partner in the service request, the user can select one or more accounts to send the email with attachments.
• ... suggestions will be appreciated...