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Function documentationActions for Incident Messages

 

This section applies to actions in the SMIN_STD action profile.

Other action profiles might contain similar actions.

Configurable Actions

You can configure the actions listed in this section to adapt them as required.

  • 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.

    Edit the following processing parameters if required:

    • DEFAULT_SENDER_EMAIL: To send the e-mail from a generic e-mail account, enter a system e-mail address, such as support@company.com. To send the e-mail from the e-mail account of the user who is logged on to IT Service Management, leave the field empty.

    • USE_TRACKING_ID: For the system to insert an ID with which the e-mail can be linked to a message, enter X. This parameter is only applicable if the action is used in the Inbound Inbox scenario.

    • ADD_KNOW_ART_TO_MAIL: For the system to attach a knowledge article in PDF format to the e-mail, enter X. End users can then read knowledge articles on their mobile devices.

    • SMARTFORM, KNOW_ART_STATUS and KNOW_ART_AUTH_SCOPE: If knowledge articles are attached to the e-mail configure the details here.

  • 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.

    Edit the following processing parameters if required:

    • PARTNER_FCT: Enter the partner function with which the support team is found.

    • SMARTFORM: Enter the smart form that defines the e-mail elements.

  • 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.

    Edit the following processing parameters if required:

    • PARTNER_FCT: Enter the partner function related to the support team.

    • RULE: Enter the rule that finds the support team, for example, using the related component.

    • SMARTFORM: Enter the smart form that defines the e-mail elements.

  • 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

    Edit the following processing parameters if required:

    • CRM_KNOWLEDGE_ARTICLE_NEW: Enter the smart form that defines the PDF layout.

      Default: Smart form from CRM

    • KNOW_ART_STATUS: Status the knowledge article must have before it can be converted to PDF.

      Default: Published

    • KNOW_ART_AUTH_SCOPE: Scope the knowledge article must have before it can be converted to PDF.

      Default: Public

  • 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.

Actions for Background Tasks

SAP delivers the actions described in this section to perform background tasks that enhance the workflow when working with messages.

Caution Caution

Do not change these actions.

End of the caution.
  • 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 exchanging messages with SAP: The user adds another text to the message and the incident at SAP is updated accordingly, without changing the message status at SAP or at the customer side.

    Best Practice:

    • If a message is currently being processed by SAP, you use this action to send more information to SAP.

    • If SAP has sent the message back to you, you inform SAP about something without changing the status.

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

    The following processing parameters are available:

    • TEXT_ID: Text type that is used for providing the additional information to SAP

      Default: Information for SAP

  • Automatically Confirm Message at SAP

    SMIN_STD_CLOSE_AUTO

    When exchanging messages 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 message at SAP.

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

  • Confirm Message at SAP

    SMIN_STD_CLOSE_SAP

    When exchanging messages 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 Confirmed.

  • Send Message to SAP

    SMIN_STD_SEND_SAP

    When exchanging messages with SAP: You use this action to send a message to SAP. Technically, the message is replicated at SAP and SAP is responsible for processing it. The status of the message in the customer system indicates that SAP is processing the message.

    Best Practice: Use this action as the standard action for sending a message to SAP for processing.

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

    The following processing parameters are available:

    • USER_STATUS: Message status that is set after the action is executed.

  • 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 Message from SAP

    SMIN_STD_UPDATE_SAP

    When exchanging messages with SAP: Use this action to trigger an update from SAP manually when a message 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 Start of the navigation path More Next navigation step Root Cause Analysis End of the navigation path.

  • 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 a message 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 Start of the navigation path Capabilities (Optional) Next navigation step IT Service Management Next navigation step Time Recording Next navigation step Set Time Recording Reminder End of the navigation path.

  • 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 message 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 a message, 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, Start of the navigation path Perform Optional Configuration Next navigation step Configure Manually End of the navigation path 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.

More Information

For more information about the actions available in IT Service Management, see SAP Solution Manager Customizing under Start of the navigation path Capabilities (Optional) Next navigation step IT Service Management Next navigation step Define Action Profile Next navigation step Change Actions and Conditions End of the navigation path.