Sending E-Mails

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You have a number of options for sending e-mail to reporters and other employees.

Prerequisites

The user master records of the sender and recipient contain e-mail addresses.
The functions are set up in the SAP Solution Manager configuration.

Procedure

You can send e-mail in several ways in the WebClient UI.

Function	Navigation	More information
Sending e-mail	More Send 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	Actions E-Mail to Reporter 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: Print E-Mail to Reporter Print Preview E-Mail to Reporter
Send message to Reporter	Actions E-Mail to Reporter with Mail Form	An e-mail in HTML format is sent to the reporter of the incident message or service request. You create e-mail templates under Service Operations Mail Form , in Attribute Context Service Request Attributes.

Function

Navigation

More information

Sending e-mail

Start of the navigation path More Next navigation step Send E-Mail End of the navigation path

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

Actions E-Mail to Reporter
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:

Print E-Mail to Reporter
Print Preview E-Mail to Reporter

Send message to Reporter

Start of the navigation path Actions Next navigation step E-Mail to Reporter with Mail Form End of the navigation path

An e-mail in HTML format is sent to the reporter of the incident message or service request. You create e-mail templates under Start of the navigation path Service Operations Next navigation step Mail Form End of the navigation path , 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 them having to be logged on to IT Service Management.