Hi Experts,
I would like to use the Mail form filter feature mentioned in the BF CRM_ITSM_ALERTS.
The exact functionality mentioned below is what I need.
- You can filter the mail forms.You can assign the mail forms to specific business roles for the Interaction Center as well as for non-IC business roles. By doing so, you can simplify the selection of the suitable mail forms. Instead of displaying all existing mail forms in the input help of field
Default Text
, the system filters the list with the business role the user is logged on. If you assign no business role at all, all mail forms are available.You can define the business role assignment time-dependently. This function enables you to schedule the availability of mail forms.
However, Sending E-Mails - Service Request Management - SAP Library does not mention much configuration or such. It only asks to activate the business function CRM_ITSM_ALERTS and thats it.
I do not require the notification framework functionality (with subscription etc). Does the notification framework have to be set up for the mail form filter to work.
What we need is actually restricting the mail forms displayed in the input help of the mail form search in the 'E-mail' work center to specific templates only.
I have tried using CRMC_EMAIL_ROLE but I am not sure what to put in the CRM ORDER OBJECT GUID field. I have looked into authorization object for mail forms, but it only restricts activities irrespective of template. I realise that the mail form (PMLED_MAIN) should have a "Business role" assignment block activated once the BF CRM_ITSM_ALERTS is active and I can see it in teh UI workbench but it just doesnt appear on the Mail form page in teh Web UI.
Any suggestion would be extremely welcome!
Thanks in Advance!