This is really a quick tip that I’m posting more for me, but which I thought I’d share with the rest of the community.
If you are using the Service Desk functionality of Solution Manager, you may know that it is possible to create support requests right from your satelite SAP system.
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.