Show TOC

 Notification Framework and E-Mail

 

Technical Data

Technical Name of Business Function

CRM_ITSM_ALERTS

Type of Business Function

Enterprise Business Function

Available From

SAP Enhancement Package 2 (SP05) for SAP CRM 7.0

Technical Usage

CRM core

Application Component

Basic Functions for Business Transactions (CRM-BTX-BF)

Required Business Function

Service Request Enhancements (CRM_ITSM)

You can use this business function to keep your business partners informed about the status and the progress of service requests. The Notification Framework enables you to subscribe yourself or a group of persons to a service request or to service requests that have specific attributes.

Additionally, the business function provides you with new features for sending e-mails manually.

Prerequisites

Type of Component

Component

Required for the Following Features Only

Software Component

As of BBPCRM 702 SP05 or BBPCRM 712 SP0

Features

Notification Framework

You can subscribe to a service request or subscription by the following ways:

  • You create a subscription.

  • You subscribe to a subscription.

  • You subscribe to a service request.

Example Example

  • You want to ensure that all parties involved in a service request transaction are informed when the priority of a transaction is set to very high.

  • You are the central contact for a customer. You want to get automatically informed when the customer contacts your service desk.

  • You are the reporter of an incident. You want to get informed when the status of an incident has changed.

End of the example.

For more information, see Notification Framework.

Sending E-Mails

Now the following features for the manual sending of e-mails are available:

  • You can assign the mail forms to single business roles. In the input help of the mail forms, then the system filters the list with the business role the user is logged on.

  • You can add placeholders for various attributes of the service request

  • For non-IC business roles, you can fill the e-mail recipient automatically

  • You can attach a PDF that contains the most important data of a service request

For more information, see Sending E-Mails.