You have a number of options for sending e-mail to reporters and other employees.
The user master records of the sender and recipient contain e-mail addresses.
The functions are set up in the SAP Solution Manager configuration.
You can send e-mail in several ways in the WebClient UI.
Function |
Call |
More information |
---|---|---|
Sending e-mail |
|
The e-mail contains the texts from the assignment block Text. You can change the format (HTML or text), recipient, subject and contents of the e-mail before you send it. |
Send message to reporter, as PDF attachment |
; Save |
When you save the message, an e-mail is sent to the reporter. The e-mail attachment in PDF format contains a link to the message in the WebClient UI. The PDF attachment is created with Smart Forms. Alternative call: |
Send message to Reporter |
|
An e-mail in HTML format is sent to the reporter of the incident message or service request. You create e-mail templates under , in Attribute Context Service Request Attributes. |
You can specify that the system sends e-mails automatically at the following events:
Initial support team assignment.
This informs the support team members quickly about their tasks, without their having to be logged on to IT Service Management.
A message is set to the status Customer Action or Proposed Solution.
This informs a customer quickly about the processing progress of the messages, without his having to be logged on to IT Service Management.