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Incident Management and Change Request

Management: E-Mail functionality in SAP
Solution Manager 7.1
Activity
Communications
Actions
Browse
Version 14
created by Dolores Correa on Jan 20, 2013 6:41 AM, last modified by Dolores Correa on Oct 4, 2015 6:57 AM
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Purpose
With the following document you will determine the available e-mail options for Incident Management and
Change Request Management documents in Solution Manager 7.1.
This blog is valid for Solution Manager 7.1, the screenshots was taken from a Solution Manager 7.1 SP5.
Overview
In Solution Manager 7.1 there are now different ways to trigger e-mails actions from the documents:
- E-mail creation in CRM Web UI
- PPF E-mail actions: the following incident management standard actions are explained in detail
E-mail to Reporter
E-Mail to Reporter at Status Change
E-Mail to Message Observer
- PPF E-mail actions using HTML mail forms since Solman 7.1 SP10
We will see also the available smartforms and the way to send e-mail to multiple recipients indicated in one
BP.
1. Settings for e-mail creation in the CRM WebClient UI

The Outgoing E-mail transaction type must be maintained in the following customizing:
Go to transaction SPRO -> SAP Reference IMG -> Customer Relationship Management -> Basic Functions
-> One-to-One E-Mail -> Assign Transaction Types
Maintain the outgoing e-mail transaction type here:
Define Multipart E-Mail Option and Groupware Integration:
http://scn.sap.com/docs/DOC-35291
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Incident Management and Change Request Manageme... | SCN
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2. How to Configure Outbound E-Mail in the CRM WebClient UI as a

follow-up transaction
You can send e-mails as follow-up documents from Incidents and other CRM transactions.
If this does not work, and you have upgraded your system from a previous Solution Manager release, please
follow
the instructions in note 1587298 CRM_UI: E-mail not available as follow-up transaction
1. Call transaction CRMC_PROCESS_MA.
2. Select transaction type "0005" and, in the structure tree, select "Assignment of Business Transaction
Categories".
3. Select the business transaction category "Business Activity"and, in the structure tree, select "Customizing
header"
4. Select the category "E-mail" (401).
5. In spro go to Customer Relationship Management -> Transactions -> Settings for Activities -> Maintain
Categories, Goals, and Priorities -> Maintain Categories.
Ensure that Category "401" (description "E-Mail") use Class "G Email" from the dropdown list.
6. Also ensure that in spro-> SAP Solution Manager -> Capabilities (Optional) -> IT Service
Management->Follow-up Document Creation -> Define Copying Control for Transaction Types
Definitions for the standard type SMIN:
Specify Mapping Rules for Copy Control
The same need to be done for ChaRM transaction types like SMCR,
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Note: If the e-mail button in CRM Web UI is opening an appointment ensure that in spro points under
. > IT Service Management > Follow-Up Document Creation are also followed for the indicated
transaction type:
3. Sending E-mails
You can send E-Mails in several ways in the CRM WebClient UI.
3.1. Function More-> Send E-mail

The E-Mail contains by default the Description text from the Text assignment block. You can change the
format (HTML or text), recipient, subject and contents of the E-Mail before you send it.
It opens the Email Editor page.
The email should be linked to the incident, see Reference field and Related Transactions AB.
This function is available for SMIN,SMRQ, SMCR, SMMJ, SMHF documents:
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Note: for charm document it could be a BSP error CX_BOL_EXCEPTION when you:
1. click on Send Email in a request for change or normal change document in crm_ui
2. in the following send email screen, click on cancel.
These two notes should solve the issue: 1772697, 1723372.
3.2 Incident Management: Delivered E-Mail sending actions in the standard

The following PPF actions are supporting e-mail notifications via Smart Forms:
- Manually created e-mails:
<Action_Profile_Name>_MAIL
<Action_Profile_Name>_MAIL_PROCESSOR
- Automatically created E-Mails:

<Action_Profile_Name>_MAIL_REPORTER
<Action_Profile_Name>_MAIL_WATCHLIST
There are special PPF actions to determine the support team automatically. These actions can be
customized to send e-mails to the support team that has been found:
<Action_Profile_Name>_FIND_PARTNER_FDT: Find Support Team Responsible by FDT Rule
<Action_Profile_Name>_FIND_TEAM_SEND_EMAIL: Find Support Team and Send E-Mail
See note 2050396 - Email to Support Team is not sent: "No recipient available"
(more details in SDN document

Manager 7.1 document)
Incident
Management: Support team determination in Solution
There are special PPF action <Action_Profile_Name>_MAIL_FORM, E-Mail to Reporter with Mail Form, to
automatically send an email with CRM mail form
if message status is set to Customer Action or Proposed Solution.
3.2.1. E-mail to Reporter in detail
Action ZMIN_STD_MAIL: Sends e-Mail to reporter of message, but this action needs to be triggered
manually from the document.
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Select the option E-mail to Reporter from the list.
3.2.2. E-Mail to Reporter at Status Change in detail

Action ZMIN_STD_MAIL_REPORTER
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3.2.3. E-Mail to Message Observer

Action: ZMIN_STD_MAIL_WATCHLIST
Automatically sends an e-Mail to the users which have the message in their watch list in case there is a text
change in the message.
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In the workcenter click on the button Add to Watch List

A message saying: Message added to Watch List appears in the upper part of the screen
Click on the button Reply and add some text. In a while you will receive an e_mail with a pdf attachment.
Check the file attached. The name of the file and the subject of the e_mail are as follows: [Incident ID:
Incident Description]
The content of the attachment is showing some details like Priority and Status, Short text and the text you
just added (Reply).
3.2.4. E-Mail to Reporter with Mail Form
Action: ZMIN_STD_MAIL_FORM
An E-Mail in HTML format is sent to the reporter of the incident message.
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See Personalized E-Mail spro point for details:
See notes:
- 1751307 E-Mail Notification when Information from SAP sent to SM 7.1
3.3 Change Request management: Delivered E-Mail sending actions in the standard
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Starting in Solman 7.1 SP10 the following PPF actions are supporting e-mail notifications via Mail Forms:
<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
For creating PPF actions supporting e-mail notifications via Smart Forms see the following SCN documents:
- SCN Blog:
Sending E-Mail from Support Message
- SCN Blog: Pep Up Your ChaRM - Part 1: HowTo Create a Smart e-Mail Action
The email notification can be triggered by a:
- HF_SET_STATUS:
scheduling condition has to have the source user status
starting condition has to have the target status
- SET_PREDOC:
scheduling condition has to have the target user status
starting condition has to have the target status
Reason: with SET_PREDOC the user status is already set for the document as this is done directly not via a
PPF Action Framework run
See also if note 1609682 Smart form does not work for request for change is relevant for your solman 7.1
patch level.
4. Smartforms
When sending e-mails via actions, you will receive and e-mail, the content of the smartform will be the
content of the e-mail or the content of the PDF file attached to the e-mail. This will depend on the settings of
scot, SAPscript/Smart Forms PDF or TXT.
In the email action you should maintain these entries:
Mail Settings:
- Form Name: AI_CRM_IM_FULL_DATA_FORM or AI_CRM_IM_SHORT_TEXT_LINK_FORM
When using AI_CRM_IM_SHORT_TEXT_LINK_FORM form you will get an e-mail which contains the link to
the document but to the document in the workcenter:
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Note: In case of error "Entity could not be determined" please see note 1832463 (dont forget the manual activities).
When using form AI_CRM_IM_FULL_DATA_FORM you can use the customizing of the text types, call
SM30: AICV_TEXT_SFORM (View Texts in Smart Forms is displayed) to define the texts contained in the
e-mail.
You can currently only define the text types for this smart form.
With the above configuration you will get and email with this content:
But the link to the message is gone..

- Processing Class: CL_SDK_DOC_PROC_CRM_ORDER.
- Processing Method: CRM_SRVORDER_EXEC_SF_MMR, this is the standard processing method for
email actions in Solution Manager 7.1
Note: CRM_SRVORDER_EXEC_SMART_FORM was the processing method for Solution Manager 7.0, can
be used in Solution Manager 7.1 but it is not allowing sending an email to multiple recipients as indicated in
section 5. E-mail to multiple recipients
- Keep Archive Mode: Mail Only unchanged.
Please check this example for getting the link to the document in crm_ui by writing some code in the
smartform:
CONCATENATE 'http://'
lv_host ':' lv_port
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'/sap/bc/bsp/sap/crm_ui_start/default.htm?crm-object-type=AIC_OB_CMCR&crm-objectaction=D&crm-object-value='
lv_sguid
'&crm-key-name=GUID&sap-client=001&sap-language=EN'
INTO lv_url.
crm-object-type=AIC_OB_CMCR for *MCR documents
crm-object-type=AIC_OB_CMCD for charm normal change, charm urgent change, etc...
Object action crm-object-action defines if you are in Edit or Display mode when you open the ticket.
You might want to change to object type for different documents (incidents or change documents) and the
object action defines if you are in Edit or Display mode when you open the ticket.
Charm document example:
http://xxx:8000/sap/bc/bsp/sap/crm_ui_start/default.htm?crm-object-type=AIC_OB_CMCD&crm-objectaction=D&crm-objectvalue=0045568000031EE1BE9CC858092291AC00215E09495E1ED280B6FCC1C594D428&crm-keyname=GUID&sap-client=001&sap-language=EN
Please see SCN doc from
Raquel:
Changing the Smartform to show the link of ChaRM documents
Note: Form name AI_CRM_IM_FULL_DATA_FORM is giving a dump when using with processing method
CRM_SRVORDER_EXEC_SF_MMR:
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
See also note: 1854961 Link to incident in smart form opens with wrong language, in case of issue with the
languague of e-mail the receiver receives.
5. E-mail to multiple recipients

1. Maintain the partner e-mail addresses in /nbp
2. Maintain the field Correspondence language on the address tab:
3. Choose the tab Address, section Communication. Select the yellow arrow in the field E-Mail. A screen
named Maintain internet mail addresses appears.
Add a new line and enter an e-mail address. Repeat this action if needed and confirm with the green
checkmark button.
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When running action ZMIN_STD_MAIL, for example, two emails are sent.
Currently sending mails to multiple receivers is only available for personal BP (for example, reported by,
processor), but not for organizational BP (for example, sold-to party, support team).
6. HTML Mail forms

6.1. Prerequisites
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>
Dear Colleague,
<FORM>
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You are the change manager of the following administrative
change, and there are some actions which you should perform on
it.
Description
 <INPUT dir=ltr id=%SAP_CRMS_SRQM_GEN_FIELDS-CRM_SRQM_DESC
value=Description> Status
 <INPUT dir=ltr id=%SAP_CRMS_SRQM_GEN_FIELDS-CRM_SRQM_STATUS
value=Status> Priority
 <INPUT dir=ltr
id=%SAP_CRMS_SRQM_GEN_FIELDS-CRM_SRQM_PRIORITY
value=Priority> Service Request
Complete Date <INPUT
dir=ltr id=%SAP_CRMS_SRQM_GEN_FIELDS-CRM_SRQM_CMPL_DATE value="Service
Request Complete Date"> Document
ID
 <INPUT dir=ltr id=%SAP_CRMS_SRQM_GEN_FIELDS-CRM_SRQM_NUMBER
value="Service Request ID"> 
Click here to <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_FIELDSCRM_SRQM_GUID">open the document</A>
Best regards, SAP Solution Management
Administration</FORM> </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.
Related Content
Related Documentation
SCN Blog:
Sending E-Mail from Support Message
SCN Blog: Pep Up Your ChaRM - Part 1: HowTo Create a Smart e-Mail Action
SCN Blog:
Pep Up Your ChaRM - Part 3: Turn Cinderella PDF-Mails into Pretty&Usefull Ones
Related Notes
Please check notes:
- 1609682 Smart form does not work for request for change
- 1751307 E-Mail Notification when Information from SAP sent to SM 7.1
Categories: Change & Release Management, IT Service Management

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37 Comments
Tom Cenens Jan 21, 2013 9:32 AM
Hi Dolores
Thanks for sharing this information
. Love the amount of details.
Best regards
Tom
Like (0)
Nicholas Chang Jan 23, 2013 4:33 AM
Always looking forward for your resourceful blog on solman. Thanks.

Like (0)
artem jegalin Jan 30, 2013 7:59 PM
Hi, Dolores.
Thank you for this very usefull information!
But could you help me with getting the link to the document in crm_ui?
I've copied this part in my smartform:
CONCATENATE 'http://'
lv_host ':' lv_port
'/sap/bc/bsp/sap/crm_ui_start/default.htm?crm-objecttype=AIC_OB_CMCR&crm-object-action=D&crm-object-value='
lv_sguid
'&crm-key-name=GUID&sap-client=001&sap-language=EN'
INTO lv_url.
But nothing happens. No link.

How I should define a place in the smartform, where link will appear?
Like (0)
Johannes Rensen Feb 18, 2013 2:41 PM
Hello Dolores,
very good guided procedures! I have configured 5 E-mail to multiple recipients for 3 persons as
recommended, but email only reached by the first entry of the recipient list...:-(.
Can you give an advice?
Thanks
Johannes
Like (0)
Huong Le Mar 7, 2013 10:31 AM (in response to Johannes Rensen)
Hi Johannes,
You should call method CRM_SRVORDER_EXEC_SF_MMR instead.
Thanks,
HL
Like (0)
Mani Sekaran Muthu Feb 28, 2013 2:53 AM
Delores,
Thanks for the informative blog.
One question: How does the &STATUS_CHANGE& parameter (flag) get set to the value 'X' in
"Schedule Condition" tabs in Sections 3.2.2 & 3.2.4?
Thanks,
Mani
Like (0)
Mani Sekaran Muthu Mar 11, 2013 3:38 AM (in response to Mani Sekaran Muthu)
Delores,
I found the answer to my question above. Please disregard my question.
&STATUS_CHANGE& flag gets set in the method
IF_EX_CONTAINER_PPF~MODIFY_CONTAINER (Implementation:
CHECK_STAT_CHANGE, CLASS: CL_IM_CHECK_STAT_CHANGE, BAdI
CONTAINER_PPF).
This implementation is available only as of SolMan 7.1 SP 5.
07/10/2015
Pgina 15 de 19
Thanks,
Mani
Like (0)
Huong Le Mar 7, 2013 9:54 AM
Hi Dolores,
Thanks for your useful guide!
I have a request to send email notif to many people. I follow your instruction in point 5) Email to
multiple recipients. But I've got an error.
1) In business partner, I maintained 2 email addresses.
2) In action profile ZMIV_VAR_MAIL, I keep as standard settings:
- Form AI_CRM_IM_SHORT_TEXT_LINK_FORM
- Class CL_SDK_DOC_PROC_CRM_ORDER
- Method CRM_ORDER_EXEC_SF_WL ==> To send email to multiple addresses
But email cannot be sent. Below is the action log:
Successful - Name of the Smart Form: AI_CRM_IM_SHORT_TEXT_LINK_FORM
Successful - Processing class: CL_SDK_DOC_PROC_CRM_ORDER
Successful - Processing method: CRM_ORDER_EXEC_SF_WL
Successful - Activity is not relevant; authorization check is not implemented
Error - Error when sending to
xxx@yahoo.com
Error - Action could not be successfully executed
If I call method CRM_SRVORDER_EXEC_SMART_FORM, only one email will be sent to the standard
email of the business partner.
Could you help to unblock me for this point?
Thanks very much for your support,
HL
Like (0)
Huong Le Mar 7, 2013 10:31 AM
Sorry Dolores, I called a wrong method. It should be CRM_SRVORDER_EXEC_SF_MMR for multiple

recipients.
Thanks,
HL
Like (0)
Johannes Rensen Mar 8, 2013 1:35 PM (in response to Huong Le)
Hello Huong,
thanks for your hint, but I tried already CRM_SRVORDER_EXEC_SF_MMR and it does not
work.
regards
johannes
Like (0)
Hi Johannes,
The business partner needs to be a Person business partner, not an Organization.
Regards,
HL
Like (0)
Johannes Rensen Mar 12, 2013 11:52 AM (in response to Huong Le)
Hi Huong,
in PPOMA_CRM I have maintained an organisation CAB with a person bp
with three email recipients but only the first one recieves an email. Can
you assist?
Regards
Johannes
Like (0)
Hi Johannes,
I implement the same concept from Dolores to SolMan 7.0 and it
works too.
Could you try firstly with the standard action of sending email to
Requester (i.e. ZMIN_STD_MAIL)? Then you maintain 2 email
addresses in Communication data of this person bp. Let's see the
result.
Please let me know your current settings so that I can assist you
further.
Regards,
HL
Like (0)
07/10/2015
Pgina 16 de 19
Johannes Rensen Jun 20, 2013 3:42 PM (in response to

Huong Le)
Hello Huong,
in the meantime there were urgent issues so I cannot
pass this issue. Now, I have maintained my bp as
Dolores wrote and put in the standard form
AI_CRM_IM_SHORT_TEXT_LINK_FORM like your
mail. Always when I execute the action send mail the
first person in the communication list receive the email,
but not second and third with Method
CRM_SRVORDER_EXEC_SF_MMR. Any hints??
Best regards
Johannes
Like (0)
Juan-Carlos Garcia-Garavito Sep 6, 2013 10:50 PM (in response to Huong Le)
Hi Houng:
You can still use a BP organization or group and even though they are not
an employee, you can bridge them to a external BP who is an actually an
employee. That way the organization will receive e-mails, as well.
We connected the two BPs via External BP Name (The group BP to the
employee BP via External BP Name). Once that reference exists, we are
receiving e-mails using the BP type group or organization in ChaRM.
The screenshots can be found in the link if you need more details.
http://scn.sap.com/thread/3394526
Regards,
Juan
Like (0)
Lluis Salvador Suarez Mar 7, 2013 10:43 AM
Hola Dolores,
Thanks for sharing
Like (0)
sajin ts Mar 12, 2013 11:57 AM
Hi all,
could you please tell me the configuration to create CR from incident ticket.I am using solution
manager 7.1
Thanks
Sajin TS
Like (0)
Cesar Aranda Mar 12, 2013 8:10 PM (in response to sajin ts)
Hello Sajin,
The creation of a change request is configured by defining Request for Change as a valid
follow-on document type from the transactions you wish to create the change request from,
for example, incident and problem.
To access this configuration in Customizing, choose SAP Solution Manager Capabilities
(Optional) Change Management Standard Configuration Transaction Types
Define Copying Control for Transaction Types.
Additionally, to define which data is copied from a source transaction type to a target
transaction type, in Customizing, choose SAP Solution Manager Capabilities (Optional)
Application Incident Management (Service Desk) Follow-Up Document Creation Specify
Mapping Rules for Copy Control.
In the incident you must select 'Create Follow-Up', This will show a dialog box with a selection
of follow-up documents. Select Request for Change of transaction type ZMCR, or of your own
making. This creates a follow-up document immediately and puts you straight into the new
Request for Change document.
Sure advise if I can assist you further.
Kind regards,
#solman71today
Like (1)
sajin ts Mar 15, 2013 12:35 PM (in response to Cesar Aranda)
Thank you Cesar It is working now.

Like (1)
Cesar Aranda Mar 15, 2013 5:45 PM (in response to sajin ts)
Really? how Sajin!

Great to know!
Regards,
07/10/2015
Pgina 17 de 19
Csar
Like (0)
Cesar Aranda Mar 12, 2013 8:13 PM
Hello Dolores,
Regarding about the More -> Send Email button from a Request for Change, I see that it is not a 'workalone' button, but must necessarily have a follow-up document inside the 'Related Transactions'
Assignment block, is it right?
I mean, I can probably modify actions and conditions of that button to make it work as a stand-alone
button if I wished, right?
Kindly advise,
and much life too you!
Always with my admiration, and sincere respect,
Fine regards,
Csar
Like (0)
Raquel Pereira da Cunha Apr 4, 2013 4:13 AM
Hi Dolores,
you were great again! No news
Thank you very much for your very informative blog.
I had the error you mentioned when using the smartform AI_CRM_IM_FULL_DATA_FORM but at that
time I did not have time to solve it, so I used another form. I will try to use it in my current project and
do the change you mentioned, and see if it works. Do we still have the dump in SP8?
Best regards,
Raquel
Like (0)
Dolores Correa Apr 4, 2013 7:33 AM (in response to Raquel Pereira da Cunha)
Hi Raquel,
Yes, this is happening also in SP08.
Please see KBA 1831361 to see how to modify the method
CRM_SRVORDER_EXEC_SF_MMR.
Best regards,
Dolores
Like (2)
David Maloon Apr 19, 2013 8:04 PM
Hi Dolores,
Thanks for your blog.
I was wondering if anyone knew if it was possible to add a link to the CD/CR when you create an email
from the Web UI?
I can see that this functionality would be available if I created an action to send an email, but would
rather manually insert a link.
Cheers,
David
Like (0)
Guy Pengelly Apr 23, 2013 12:21 AM
Hi Dolores, nice blog!

What is it that controls the email from the UI (the one-to-one function) ?
For the same user,if I use the SOLMANPRO Profile parameter, no problem...but if I use a Z....profile,
no mail 'client' is opened and no doc is created, although a new entry shows in related transactions
(without a doc number)
Cheers, Guy
I found the answer (but thanks anyway). For me, it was the linkID assigned to the navigation bar
profile.
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Juan-Carlos Garcia-Garavito Sep 6, 2013 4:08 PM
Hi Dolores:
Very useful your contribution, which is redundant to say, but thanks once more.
About item 5, e-mail to multiple recipients, I am planning to test that out today, though it seems people
trying to work it out have not been lucky, so far.
In any case, my only comment would be that then it is kind of extra work having to update all user
accounts with other e-mail addresses, specially thinking, e.g. that if you would like to send the same
e-mail to CAB, also, then you will have to add the same e-mail account to all users or BPs in each
address tab, as explained by you.
07/10/2015
Pgina 18 de 19
I tried something different that it is not working, but maybe you can shed some light to tell us why or
what to do to make it to work.
In CRMC_ACTION_CONF, we took our action definition for the e-mail notification, and in the
Processing Selection, the Assigned Processings already shows an entry smart forms mail with
and empty e-mail address in the section Details of Selected Processing's Recipient tab. We guess
eventually that address gets populated with the actual BP email when the action starts definition meets
the start condition, to then deliver the email to the correspondent recipient.
Well, in that same screen, there is a create button in the same processing selection section
mentioned above, and we used it to create a new similar smart forms mail. Then, in the Details of
Selected Processing, we added the CAB e-mail address there in the Address field, with recipient
type U Internet Address. So, we have 2 smart forms mail: one with empty email address and the
other one with CAB's.
We though the action definition was going to process the 2 smartforms mails, as it is kind of logic if
the section is called assigned processings, that if there are many entries there, they will be
processed one by one, but so far we have not been able to do the processing to the second
smartforms mail.
I can not add the screensshots here due to restrictions, but they were added in
http://scn.sap.com/thread/3394526, which is being moderated as I type. I guess the content is
going to be approved soon.
We thought in CRMC_ACTION_DEF > Action Profile > Action Definition > of our e-mail action
definiton, in action determinmation and action merging > Action Mergind = Set Highest Number
of Processed Records, was going to resolve that, but it did not.
Thanks,
Juan
Like (0)
Juan-Carlos Garcia-Garavito Jan 21, 2014 5:32 PM (in response to Juan-Carlos Garcia-Garavito)
Greetings:
We started publishing our approach for multiple recipients using SAP Workflow. It also
contains a bit of HR Evaluation Paths, BRFPlus and Funtion Modules.
http://scn.sap.com/community/it-management/alm/solution-manager/blog/2014/01/21/sapcrmsolman-charm-multiple-target-agents-via-sap-workflow--minimal-abap-development
Regards,
Juan
Like (0)
Himanshu sharma Sep 7, 2013 10:32 AM
Will be very useful in future for me.

Thanks and Regards,
Himanshu
Like (0)
Dirk Wittenberg Sep 7, 2013 11:48 AM
Thanks Dolores for this detailed and useful blog.

Kind regards,
Dirk
Like (0)
Achmad Dimyati Jan 16, 2014 1:57 PM
Hi Dolores,
I just found out this very helpful article today and thanks a lot for that. Only I have one question and I
think it's shown in the image of generated URL inside the email.
The generated URL has been cut by line, so the hyperlink isn't working. I have the same issue, do you
know how to force the whole URL to be inside on the hyperlink?
Thanks a lot,
Best Regards,
Achmad
Like (0)
Laxmikanth Muskari Jun 3, 2014 11:46 PM
Hi Dolores,
I really appreciate your entry of the blog "
http://scn.sap.com/docs/DOC35291".
Do you have any update on the SP10.

regards
Lkanth
Like (0)
07/10/2015
Pgina 19 de 19
Divyanshu Srivastava Jul 28, 2014 9:46 AM
Good Efforts.. and nicely put in words.

Like (0)
Ognyan Nikolov Jan 7, 2015 4:22 PM
Hi Dolores,
We are using SAP R/3 4.6C, but for incident management we are using SM of our SAP Support
partner. I asked them if there is an opportunity to send an email to SM with incident number in the
subject and this way to communicate with SM from external organisation. The answer was that this is
not implemented yet and SM doesn't allow this! Now I am getting info or whatever needed and paste it
in SM and vice versa, thus playing the role of a SAP connector between SAP users and SM.
I am relatively new for SAP and I have no rights to do any customization in SM, but I'll forward your
advice to the technical support guy in SAP Support partner to see your comments.
Regards,
O.Nikolov
Like (0)
Zavdat Ganiev Jan 15, 2015 11:22 AM
Hi Dolores,
Thanks for very useful guide!
BG,
Zavdat Ganiev
Like (0)
Jan Krger Jan 22, 2015 2:14 PM
Hi Dolores,
This guide helped us a lot.
But one question is still open.
I'm referring to section 6.2, where you mention to replace the server URL with our correct server url.
Our problem is, that development system and productive system have two different URL's.
Is there an attribute to set the URL dynamically?
I found the system ID (attribute id="%SAP_SYST-SYSID"), but how do I set host, etc.
Thanks,
Jan
Like (0)
Volker Deneke Aug 27, 2015 9:34 AM
Hi all, concerning mail form for ZMHF (urgent change), the link for zmhf
document="http://xxxx:8000/sap/bc/bsp/sap/crm_ui_start/default.htm?CRM-OBJECTTYPE=CAIC_OB_CMUC&.... does not work:-> An object type with the name CAIC_OB_CMUC was
specified that doesn't exist in Customizing.
Where and how to customize, I found CRM ->UI Framework -> UI Framework Definition -> Design
Layers, but for CAIC_OB_CMUC there is nothing maintained. SOLMAN is on SPS10, all required
switches in SFW5 are active. It works with AIC_OB_CMNC, link to change request document -> but we
need a link for the tester form urgent change... Cheers, Volker
Like (0)
Volker Deneke Sep 21, 2015 4:40 PM (in response to Volker Deneke)
Found it, my mistake, object type is AIC_CMUC, not CAIC.... strange

Like (0)
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Incident Management and Change Request Manageme...

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Incident Management and Change Request

1. Settings for e-mail creation in the CRM WebClient UI

Define Multipart E-Mail Option and Groupware Integration:

Incident Management and Change Request Manageme... | SCN

2. How to Configure Outbound E-Mail in the CRM WebClient UI as a

Specify Mapping Rules for Copy Control

Incident Management and Change Request Manageme... | SCN

3.1. Function More-> Send E-mail

It opens the Email Editor page.

This function is available for SMIN,SMRQ, SMCR, SMMJ, SMHF documents:

Incident Management and Change Request Manageme... | SCN

These two notes should solve the issue: 1772697, 1723372.

3.2 Incident Management: Delivered E-Mail sending actions in the standard

- Automatically created E-Mails:

(more details in SDN document

Management: Support team determination in Solution

Incident Management and Change Request Manageme... | SCN

Select the option E-mail to Reporter from the list.

3.2.2. E-Mail to Reporter at Status Change in detail

Incident Management and Change Request Manageme... | SCN

3.2.3. E-Mail to Message Observer

Incident Management and Change Request Manageme... | SCN

In the workcenter click on the button Add to Watch List

Incident Management and Change Request Manageme... | SCN

See Personalized E-Mail spro point for details:

Incident Management and Change Request Manageme... | SCN

In the email action you should maintain these entries:

Incident Management and Change Request Manageme... | SCN

But the link to the message is gone..

Incident Management and Change Request Manageme... | SCN

5. E-mail to multiple recipients

Incident Management and Change Request Manageme... | SCN

6. HTML Mail forms

All Marketing Attribute Sets

SQM Service Request Management

6.2. Mail form definition

Incident Management and Change Request Manageme... | SCN

6.3. PPF Action

Categories: Change & Release Management, IT Service Management

Average User Rating

Incident Management and Change Request Manageme... | SCN

. Love the amount of details.

Nicholas Chang Jan 23, 2013 4:33 AM

Always looking forward for your resourceful blog on solman. Thanks.

artem jegalin Jan 30, 2013 7:59 PM

But nothing happens. No link.

Johannes Rensen Feb 18, 2013 2:41 PM

Huong Le Mar 7, 2013 10:31 AM (in response to Johannes Rensen)

Mani Sekaran Muthu Feb 28, 2013 2:53 AM

Incident Management and Change Request Manageme... | SCN

Huong Le Mar 7, 2013 9:54 AM

Huong Le Mar 7, 2013 10:31 AM

Sorry Dolores, I called a wrong method. It should be CRM_SRVORDER_EXEC_SF_MMR for multiple

Johannes Rensen Mar 8, 2013 1:35 PM (in response to Huong Le)

Huong Le Mar 11, 2013 6:31 AM (in response to Johannes Rensen)

Huong Le Mar 15, 2013 4:09 AM (in response to Johannes Rensen)

Incident Management and Change Request Manageme... | SCN