E-Mail to Reporter

SMIN_STD_MAIL

Use this action to send e-mails to the reporter in smart form format when saving a message.

Send E-Mail to Message Processor

SMIN_STD_MAIL_PROCESSOR

Use this action to send e-mails to the message processor in smart form format when saving the message.

E-Mail to Reporter at Status Change

SMIN_STD_MAIL_REPORTER

Use this action to send e-mails to the reporter in smart form format when saving the message.

Conditions: The status changes to E0003 or E0005.

E-Mail to Reporter with Mail Form

SMIN_STD_MAIL_FORM

Use this action to send e-mails to the reporter in HTML format when saving a message with the Customer Action or Solution Proposed status.

Find Support Team Responsible by FDT Rule

SMIN_STD_FIND_PARTNER_FDT

Use this action to check which support team is responsible for processing a message.

Find Support Team and Send E-Mail

SMIN_STD_FIND_TEAM_SEND_EMAIL

Use this action to notify the support team that a new message is assigned to the team.

Add Knowledge Articles

SMIN_STD_ADD_KA_ATTACHMENT

Use this action to convert related knowledge articles into the PDF format and attach them to a message. This action is useful for end users who mainly process messages on their mobile devices. If this action is active, knowledge articles are always attached in PDF format, regardless of whether a mobile device is actually connected.

Conditions: Status changes to Customer Action or Proposed Solution

Send Survey

SMIN_STD_SEND_SURVEY

This action sends a survey for the user to fill out after the user confirms the message.

E-Mail to Message Observer

SMIN_STD_MAIL_WATCHLIST

For the Incident Management work center, use this action to add messages to the user’s watch list. The system sends an e-mail to the user whenever the message text is changed.

Conditions: Text is added to the message.

Send E-Mail to Message Processor with Info from SAP

SMIN_STD_MAIL_INFO_SAP

Use this action to send an e-mail to the processor, without changing the message status. The e-mail contains the text from the Information from SAP note.

Print Message

SMIN_STD_PRINT

Use this action to generate a PDF version of a message.

Send Additional Information to SAP

SMIN_STD_ASYNCH_INFO_SAP

When collaborating with SAP: The user adds another text to the message and the incident at SAP is updated accordingly, without changing the incident status at SAP or at the customer side.

Best Practice:

Conditions: There are several schedule conditions to restrict this action to contexts where the action can be executed.

Automatically Confirm Incident at SAP

SMIN_STD_CLOSE_AUTO

When collaborating with SAP: This action confirms an incident at SAP when a user confirms the corresponding message in the customer system. There is no indication in the incident at SAP that it was confirmed automatically.

Best Practice: Use this action as a fallback option if the user does not confirm the incident at SAP.

Conditions: Schedule conditions are set to detect incidents at SAP that have not been confirmed.

Confirm Incident at SAP

SMIN_STD_CLOSE_SAP

When collaborating with SAP: In the SAP Collaboration assignment block, the Confirm at SAP pushbutton is active if the incident status is Customer Action or Proposed Solution. You use this action to set the status of the incident at SAP to Confirmed.

Close Message in Ext. Service Desk

SMIN_STD_CLOSE_THIRD

When exchanging messages with an external service desk: You use this action to close a message automatically in the external service desk when the status of the message is Closed.

Send Incident to SAP

SMIN_STD_SEND_SAP

When collaborating with SAP: You use this action to send an incident to SAP. Technically, the message is replicated as an incident at SAP and SAP is responsible for processing it. The message status in the customer system indicates that SAP is processing the incident.

Best Practice: Use this action as the standard action for sending an incident to SAP for processing.

Conditions: Schedule conditions are set to the message statuses where processing at SAP is reasonable.

Send to External Service Desk

SMIN_STD_SEND_THIRD

When exchanging messages with an external service desk: You use this action to send a message to another service desk that is then responsible for processing the message. Before using this action, you configure the connection to the external service desk. SAP Solution Manager sets the status of the message to In External Processing. The action is executed when saving the message.

Send Solution to External Service Desk

SMIN_STD_SOL_THIRD

When exchanging messages with an external service desk: You use this action to suggest a solution for a message at the external service desk. The solution is available in SAP Solution Manager and at the external service desk. The message status is set to Solution Provided and the message requester can then process the message.

Automatically Synchronize with Ext. Service Desk

SMIN_STD_SYNC_AUTO

When exchanging messages with an external service desk: Use this action to send the current status information from SAP Solution Manager to the external service desk without changing the message status. By default, the system is configured to update the message at the external service desk when saving the message. You can trigger this action manually when the connection to the external service desk is configured.

Refresh in Ext. Service Desk

SMIN_STD_SYNC_THIRD

When exchanging messages with an external service desk: Use this action to send the current status information, texts, and attachments from SAP Solution Manager to the external service desk manually.

Update Incident with Information from SAP

SMIN_STD_UPDATE_SAP

When collaborating with SAP: Use this action to trigger an update from SAP manually when an incident is currently being processed by SAP.

Condition: The info from SAP is saved in the message.

Maintain SAP Logon Data

SMIN_STD_SECURE_AREA

You use this action to deposit the user name and password for your SAP Solution Manager system securely. For example, after opening a service connection to SAP, you securely deposit the logon data for SAP Support to log on to your system remotely. This action calls a URL that cannot be directly accessed in the WebClient UI. To call this action in a message, in the SAP Collaboration assignment block, choose Maintain SAP Logon Data. This button is only displayed if you are authorized to perform this action.

Call Solution Manager Diagnostics

SMIN_STD_SMDIAG

You use this action to call the Root Cause Analysis work center in SAP Solution Manager so that you can perform, for example, a root cause analysis for an incident. This action calls a URL that cannot be directly accessed in the WebClient UI. To call this action in a message, in the message menu, go to  More Root Cause Analysis .

Open System for SAP

SMIN_STD_SYSTEM_OPEN

You use this action to open the service connection between your SAP system and SAP. This action calls a URL that cannot be directly accessed in the WebClient UI. To call this action in a message, in the SAP Collaboration assignment block, choose Open System for SAP. For example, when sending an incident to SAP, before depositing the logon data for the SAP Support, you open a service connection to SAP.

Time Recording Call

SMIN_STD_TIME_REMIND_MANUAL

If configured, this action displays a warning when a processor saves a message and has not entered data in the Time Recording assignment block. For more information, see the documentation of the Customizing for SAP Solution Manager under  Capabilities (Optional) IT Service Management Time Recording Set Time Recording Reminder .

Display SAP Action Log

SMIN_STD_ACTION_LOG

In the Incident Management work center, you use this action to view a log of the actions SAP performed to process the incident you sent to SAP. This action calls a URL that cannot be directly accessed in the WebClient UI. To call this action in a message, in the SAP Collaboration assignment block, choose Display SAP Action Log.

Maintain Positive Call Closure (PCC) for SAP

SMIN_STD_ENTER_PCC

This action displays a link to a questionnaire that SAP provides when you close an incident at SAP. You fill out the questionnaire (positive call closure (PCC)) to provide your feedback about how SAP Support processed the incident. This action calls a URL that cannot be directly accessed in the WebClient UI. To call this action, in the SAP Collaboration assignment block, choose the Perform PCC at SAP link.

SLA Escalation (IRT)

SMIN_STD_SLA_IRT_ESC

For service level agreements, this action sends an e-mail when the initial response time (IRT) is exceeded.

SLA Escalation (MPT)

SMIN_STD_SLA_MPT_ESC

For service level agreements, this action sends an e-mail when the maximum processing time (MPT) is exceeded.

Update SLA Data

SMIN_STD_SLA_UPDATE

For service level agreements, this action calculates the SLA timelines so that they can be monitored correctly. If the status is set using an action, the SLA timelines must be calculated as the last action after saving a message.

For more information about use cases and configuring service level agreements, in SAP Solution Manager Configuration, in the IT Service Management scenario,  Perform Optional Configuration Configure Manually step, see the Configure Service Level Agreement activity.

Automatic Forwarding of Messages

SMIN_STD_MSG_DISPATCH

For service level agreements, when a user chooses the Dispatch pushbutton, this action forwards the message to the support team assigned, for example, by using the multilevel categorization.

Start Delta Compilation

SMIN_STD_SET_KB_DELTA

This action collects messages that have changed for TREX delta indexing.