If an alert is sent by Internet mail or SMS message, it is also possible to confirm alerts by sending an Internet mail or SMS message back to the SAP system. Alert Management uses inbound processing for this.
The following prerequisites have to be met in order to confirm alerts with inbound processing:
A user has been created to receive the mails confirming the alerts. An Internet mail address has been assigned to this user. The user has been entered for inbound processing in alert configuration.
Inbound processing has been set up in transaction SO50.
You must enter the Internet mail address of the alert user, * for document class, and CL_ALERT_CONFIRM_BY_MAIL as the exit name.
The incoming e-mails have to be processed via an SMTP plugin. You find further information in the SAPconnect documentation.
Confirming Alerts by Internet Mail
When an alert is sent by Internet mail, the Internet address of the alert user entered in alert configuration is entered as the Reply To address of the mail. An alert ID is inserted into the text of the mail. When the recipient answers the mail from the alert system, the alert is confirmed automatically. Inbound processing sends a status mail to the sender stating either that the alert has been confirmed successfully, or that an error has occurred. The alert ID must be included in the body of the reply mail.
Confirming Alerts by SMS Message
A service provider is required for confirming alerts by SMS. The alert system itself can only work with incoming mails. The SMS message confirming the alert is sent to an SMS-to-mail service. The text of the message must include the alert ID. The service converts the SMS message into a mail and forwards this to the alert system. The status mail from the alert system to the sender is sent to the mail address of the SMS-to-mail service, but it is also possible to send the status mail back to the mobile device using a mail-to-SMS service.
Confirming Alerts by an Application
Besides the user-driven confirmation, it is possible to confirm within an application. Therefore, the application uses the corresponding API-function module SALRT_CONFIRM_ALERT.
Business contract 1 has a critical status, for example Customer escalation. An alert is raised whereby the responsible manager is informed. Before the responsible manager can react, a follow-up contract 2 is changed and leads to an update of contract 1. This update induces that the customer escalation is no longer relevant. In such a situation, the deletion of the escalation should imply the automatic confirmation of the corresponding alerts.