What I will explain here is particularly useful if you are using SAP Solution Manager, but it could also be applied to SAP CRM.
Solution Manager offers a very powerful functionality in that which is Service Desk. However I think that you are missing an important aspect of it if you do not set up automatic email notification. What is the point of logging a priority 1 service request if you have to wait for a support consultant to log on to the service desk and see what messages have been created? The same courtesy is expected of customers – they also need to be pro-active if they want you to fix their problems. In this post I shall discuss the setups that are required to trigger the sending of emails to your customers, whenever the status requests for the customer to act on it.

In the VAR scenario, the customer is expected to act on a message when the status is :

  • Author Action (further information is expected from him)
  • Proposed Solution (a working solution has been tested and is proposed to the customer)


Now that we have set what we want to achieve, let’s go and customise it.
==> It is assumed that transaction SCOT has already been configured in your system to send emails.

Check your action and status profiles

The first thing you need to do is to check the action profile that is assigned to the transaction type you want to customise. In my case, I’m using message SLFN and the action profile assigned to it is AI_SDK_STANDARD. Whilst we are here we’ll also note down the status profile we are using.


Customise the smartform

If you use the standard action that comes packaged in SAP, your customers will simply get an email message titled “Service message w. Transaction” and an attachment (if SCOT is set to send pdf’s) that give more information than is necessary. The point of all this, is to send a message to the customer to let him know that he is required to take action on a service request that he logged so you want this to be specific, short and sweet.

This step is optional – you can do it now or later.

Go to transaction SMARTFORMS. Select the form called CRM_REMINDER_MAIL_01 and make a copy of it.

I have called mine “ZRM_REMINDER_MAIL_01”.
Go to the Form Attributes and change the description to something meaningful.
Note in my exampe that the description terminates with a “&” Character. This character will be replaced with the Service Request number in the email.

Once you have done that go down to the mail content and change it to suit your requirement.
In my case I have conveniently added the link to the service desk portal and re-iterated essential Support Desk information like contact numbers.

This is the text of my mail.
Dear Customer,
A service request – Number: &orderadm_h-object_id& and description
&orderadm_h-description& – logged in the Service Desk has been
actionned and re-assigned to you.

Please logon to the service desk portal to check the status of the request.

The portal can be accessed at:

Please do not respond to this mail, as it was automatically generated.

Best Wishes – Service Desk Support
Tel:99999 999 999

Activate your smartform and leave the transaction.

Define a new action

Now go to transaction SPPFCADM. Here we will add an action to our action profile (the one we determined earlier).
Select the application CRM_ORDER and click on Define Action Profile and Actions.

In the next screen, select your action profile and double click on action definition.

Switch to change mode and click the new entries button.

Define a new action as I have done it here.

Two important switches here are:
The partner function – in my case SLFN0002 the message reporter. In my context, the reporter is the customer, the person that logs the service request. You could change it to another partner function to suit your needs.
Action merging. This setting defines how many times the message will be sent. In my case I want a message to be triggered every time (not just the first time) the status of the message is “author action” or “proposed solution”.
Now go to the “action description” tab and add a small text description for your action.

Now double click on processing type.

Add the processing type and mail setting as shown below.

Note that the form name is the smartform I created earlier. If you did not do that step, then use the form CRM_REMINDER_MAIL_01.
Save your work and step back to the PPF:Applications in customizing screen. Again select the application CRM_ORDER and this time click on Condition Configuration (transportable conditions).

If you are having difficulty location your action profile, click on the Technical Names button.
This will show the language independent name of your action profile.

Switch to change mode if your are not already in it.
To add the action you created, click on the create button and it from the drop down list.

As a result, your action will be added to the list of existing actions.

Double click on it and then go through the tabs as I shown below.



Click on Edit Condition.

In the next screen, give the condition a name, then click the text displayed that says “click here to create new condition (not the Create button).


This will take you to the condition editor.
Remember that we want to trigger the email if the user status is author action or proposed solution.
Double click User Status. This will update the condition expression.


Now click on the “=” button (we want the expression to be equal to…)


Now use the search help in the constant field to find the status “author action”.


Your selection will now be displayed in the constant field.


Then click the selection icon to copy the value in the expression editor.


Now repeat the same steps to add an OR logic to add the “proposed solution” status. Your equation should then look like:


Save your work and leave the transaction.

Putting it all together

We have a message and we change the status from “in process” to “Author action”.


If I check my email inbox, I have an incoming message.


Notice that the service desk number appears in my message.
The details of the request are sent as an pdf attachment. Again note that the service desk number and title come through nicely in the message.


If you do not want to send messages as attachment files, you can send them as text. You can control this in transaction SCOT.


We’ll switch to text and see what happens when the status becomes “proposed solution”.
This time you see that the text of the message is the body of the email.


There you go – emails made easy in SAP Solution Manager (or CRM)

Recommended additional reading:
Sending E-Mail from Support Message on SDN by Dolores Correa