Incident Management and Change Request Management: E-Mail functionality in SAP Solution Manager 7.1

<transaction type>_SEND_MAIL_<business role>: Sends an E-Mail to the business partner in the relevant business role

More details for Mail forms in section 6. Mail forms

When you are creating a change document from a request for change and you have activated the e-mail actions for example for the developer when an urgent change is created it could happens that the request for change is not moving to Being implemented status, you get message "Update was terminated" with error info "Address doesn't exist" (sm21 entry Update module: COM_PARTNER_UPDATE_DU), ensure that you have applied the latest version of the note 1983993 and also note 1976403 - Unexpected change on Partner function address II.

In the case that the request for change is moving to status Being implemented but the change document is really created, you get message "Transaction

with the transaction number 'XXX' is not available or archived", them implement note 1976403 - Unexpected change on Partner function address II too.

For creating PPF actions supporting e-mail notifications via Smart Forms see the following SCN documents:

The following error text was processed in the system:

Function call of /1BCDWB/SF00000001 failed; the obligatory parameter FORM_NAME

Exception Class CX_SY_DYN_CALL_PARAM_MISSING
Error Name
Program CL_SDK_DOC_PROC_CRM_ORDER=====CP
Include CL_SDK_DOC_PROC_CRM_ORDER=====CM004
ABAP Class CL_SDK_DOC_PROC_CRM_ORDER
Method CRM_SRVORDER_EXEC_SF_MMR
Line 425
Long text The call of the function /1BCDWB/SF00000001 failed: the required parameter FORM_NAME was not filled.

The only solution here is to copy the class CL_SDK_DOC_PROC_CRM_ORDER to Z* and to adapt the method CRM_SRVORDER_EXEC_SF_MMR, so it calls the Smart Form with the parameter FORM_NAME, see KBA 1831361 - Solution Manager - Changing status of an Incident in
CRM_UI gives BSP error - CX_SY_DYN_CALL_PARAM_MISSING

For using E-mail actions  with mail forms you need to fulfill the following prerequisites:

1. You have activated the following switches in transaction SFW5:

- CRM_IC_CEBP: this BF enable the  option #Service Request Attribute#, see note "1983807 - Service Request Attributes in Mail

Forms"

- CRM_SHSVC

2. In Customizing under Customer Relationship Management -> Marketing -> Marketing Planning and Campaign Management -> Personalized Mail -> Maintain Attribute Contexts for Mail Forms, you have selected the following:

Attribute Context               Marketing Attributes                    Type

SERVICE REQUEST        All Marketing Attribute Sets        SQM Service Request Management

In this activity, you can adjust the HTML mail forms you want to use for e-mail notifications.

For more information on the configuration of mail forms, see SAP Help Portal at http://help.sap.com/crm-> <SAP CRM 7.0 and above> -> Application
Help -> Marketing -> Campaign Management -> Personalized Mail.

6.2. Mail form definition

In the WebClient UI, choose Service Operations.

Choose Create -> Mail Form to create a new mail form or choose Search -> Mail Forms to copy an existing mail form and adapt it to your needs.

Enter an ID for your mail form and enter the information required for your e-mail notification.

Enter the ID of your mail form as the initial value for the expression MAIL_FORM_TEMPLATE, as described in the activity Activate PPF Actions.

Select the attribute context Service Request Attributes.

Note: A mail form has an original language, for example, English. You can translate it into other languages by choosing More -> Translate. If the mail form is only available in the original language, with no translation, and a user logs on in a different language, editing and saving a change document, an empty e-mail notification is displayed to the recipient.

Example

The following example shows the HTML source text for an e-mail template. You can save the text into a local file, and then upload it to the mail form editor.
Note the following:

Replace the placeholder <URL to your server> with your server URL.

Replace the placeholder <ID for change transaction type> with the ID for the change transaction type you use the mail form for:

Request for change: AIC_OB_CMCR

Normal change: AIC_OB_CMNC

Urgent change: AIC_OB_CMUC

General change: AIC_OB_CMGC

Administrative change: AIC_OB_CMAC

Defect correction: AIC_OB_CMTM

<HTML><HEAD>

<META
content="text/html; charset=utf-8"
http-equiv=content-type></HEAD>

<BODY>

<P><FONT
size=2 face=Arial>Dear Colleague,</FONT></P>

<FORM>

<P><FONT
size=2 face=Arial>You are the change manager of the following administrative
change, and there are some actions which you should perform on
it.</FONT></P>

<P><FONT
size=2 face=Arial>Description                                 
</FONT> <INPUT dir=ltr id=%SAP_CRMS_SRQM_GEN_FIELDS-CRM_SRQM_DESC
value=Description><FONT size=2><BR><FONT
face=Arial>Status                                        
</FONT></FONT> <INPUT dir=ltr id=%SAP_CRMS_SRQM_GEN_FIELDS-CRM_SRQM_STATUS
value=Status><FONT size=2><BR><FONT face=Arial>Priority                                       
</FONT></FONT> <INPUT dir=ltr
id=%SAP_CRMS_SRQM_GEN_FIELDS-CRM_SRQM_PRIORITY
value=Priority><BR><FONT size=2 face=Arial>Service Request
Complete Date     </FONT> <INPUT
dir=ltr id=%SAP_CRMS_SRQM_GEN_FIELDS-CRM_SRQM_CMPL_DATE value="Service
Request Complete Date"><BR><FONT size=2 face=Arial>Document
ID                              
</FONT> <INPUT dir=ltr id=%SAP_CRMS_SRQM_GEN_FIELDS-CRM_SRQM_NUMBER
value="Service Request ID"><FONT
size=2><BR></FONT></P><BR><BR>

<P><FONT
size=2 face=Arial>Click here to </FONT> <A
href="http://<URL to your
server>/sap/bc/bsp/sap/crm_ui_start/default.htm?CRM-OBJECT-TYPE=<ID for
change transaction type>&CRM-OBJECT-ACTION=B&CRM-OBJECT-VALUE=%SAP_CRMS_SRQM_GEN_FIELDS-CRM_SRQM_GUID"><FONT
size=2 face=Arial>open the document</FONT></A></P>

<P><FONT
size=2 face=Arial>Best regards,<BR>SAP Solution Management
Administration</FONT></P></FORM><BR><BR></BODY></HTML>

6.3. PPF Action

Choose an action profile, for example, for a normal change.

Choose the action <transaction type>_SEND_MAIL_CHANGE_MANAGER or <transaction type>_SEND_MAIL_IT_OPERATOR.

Choose Processing Types.

Select Method Call and choose Change Definition for the processing parameter.

Select the standard expression MAIL_FORM_TEMPLATE.

Under Initial Value, enter the name of your e-mail template for the expression.

Select the standard expression DEFAULT_SENDER_EMAIL.

Under Initial Value, enter the e-mail address of the sender of your e-mail notifications, for example, the e-mail address of your support team.

Check the initial value of the parameter MAIL_FORM_TEMPLATE. It must not have leading spaces.

Notes:

Ensure that the mail form is available in the required language. The e-mail is sent in the logon language of the user who saves the change transaction. It is not sent in the language maintained in the business partner data of the user who receives the e-mail.

If the mail form is not available in the required language, the system sends an empty e-mail without a subject.

Check the initial value of the parameter DEFAULT_SENDER_EMAIL. It must not have leading spaces.

Ensure that the sender e-mail address exists in your mail infrastructure.

Ensure that a business partner has been entered in the change transaction, with the business partner function for which an e-mail is to be sent.

Check the business partner data, that is, it contains an e-mail address, and the standard communication method is e-mail.

Ensure that the business partner to whom an e-mail is to be sent is not used in more than one business function in your change transaction.

The system does not send e-mail notifications to business partners used in several partner functions in a change transaction. If you want the system to send e-mails anyway, refer to SAP Note 621183.

You can only send e-mails from change transactions that are error-free.