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Function documentationSending E-Mails

 

In addition to automatic notifications, you can send e-mails manually when editing a service request. To do so, you can use the Send E-Mail button in the work area toolbar.

Example Example

You can use this function for the following purposes:

  • Inform partners who are not subscribed. For more information, see Notification Framework.

  • Contact the reporter of an incident

End of the example.

Prerequisites

  • You have configured the e-mail communication channel (transaction SCOT).

  • For business roles of the Interaction Center (IC), you have created an e-mail profile and assigned it to your business roles.

Features

If you have activated the business function Notification Framework and E-Mail (CRM_ITSM_ALERTS), the following features are available:

Using Mail Forms

In the setup of the mail forms, you can define mail forms that meet the specific requirements of Service Request Management.

  • You can filter the mail forms.

    You can assign the mail forms to specific business roles for the Interaction Center as well as for non-IC business roles. By doing so, you can simplify the selection of the suitable mail forms. Instead of displaying all existing mail forms in the input help of field Default Text, the system filters the list with the business role the user is logged on. If you assign no business role at all, all mail forms are available.

    You can define the business role assignment time-dependently. This function enables you to schedule the availability of mail forms.

  • In the mail form, you can add placeholders for various attributes of the service request. For this purpose, the attribute context Service Request Attributes is available.

    In the attribute context you have the following options:

    • The attribute category SRQ Standard Attributes contains various fields. You can add these fields as placeholders, for example to display the description or the ID of the service request.

    • With attribute URL to the transaction you can add a placeholder that represents the URL of a service request. The URL allows the recipient of an e-mail to open the service request directly from the e-mail.

    Note Note

    The attribute context Service Request Attributes as well as the attribute category SRQ Standard Attributes is hard coded. You cannot configure additional attributes in Customizing.

    End of the note.
Filling the E-Mail Recipient Automatically (Only Non-IC Business Roles)

In the standard, the recipient of an e-mail (To field) is filled with the e-mail address of the contact person from an account. You can define a partner function with which the recipient is filled automatically.

Example Example

You want to inform the employee responsible with an e-mail that you have assigned him or her to an incident. To make this procedure more comfortable, you fill the recipient field automatically with the e-mail address of the employee responsible.

End of the example.

To do so, proceed as follows in Customizing of Customer Relationship Management:

  1. Under Start of the navigation path Basic Functions Next navigation step Partner Processing End of the navigation path, define an access sequence that you want to use to determine the required e-mail address of the business partner.

    1. Copy partner determination function 000000E2 - E-Mail to your namespace.

    2. Determine a customer-specific access sequence for partner function 00000804 - Mail Recipient To (CRM).

  2. Under Start of the navigation path Transactions Next navigation step Basic Settings Next navigation step Define Transaction Types End of the navigation path, copy the transaction type 0005 - Outgoing E-Mail to your namespace. Assign the partner determination procedure to the outgoing e-mail transaction type.

  3. Under Start of the navigation path Basic Functions Next navigation step One-to-One E-Mail Next navigation step Assign Transaction Types End of the navigation path, assign your transaction type to the activities from outgoing e-mails.

Attaching Overview PDF

To the e-mail, you can automatically attach a PDF that contains the most important data of the service request. In Customizing of Customer Relationship Management under Start of the navigation path Transactions Next navigation step Settings for Service Requests Next navigation step Assign Smart Form for Attachment to Service Request Transaction End of the navigation path, you can define the transaction types for which you want to make this function available.