Hello,
I have a problem in my Incident Mgmt process:
I have scheduled two actions which should be executed one after another.
1. Dispatch: User can select action "dispatch" from the action menue and save: in the background SolMan is changing the status of the incident to "forwarded" (E0009) and the support team field (from the 1st level team to second level team) by using a PFAC rule --> this is working fine
The schedule condition is: when user status = "in process" (E0002) (dispatch action is only available for the user when incident is in this previous user status)
2. Email to second level team in status forwarded: here SolMan sends an email to the email adress of the support team (which is a BP with proper maintained email adress) to inform the new team that there is a ticekt waiting for processing by the team --> this is working fine as well
The startcondition is when user status "forwarded" (E0009)
BUT my issue is: SolMan did execute both actions fine (they are executed with same time stamp so I assume simultaniously) but in most cases he sends the Email first to the support team BEFORE switching the team by Dispacth action. So Email in most cases sent to wrong support team.
I asked this question to SAP but they said it is customer customizing and no support areas anymore 
Does anybody has an idea what is the root cause? Did I customize it totally wrong?
Any help or idea is very appreciated.
Thank you in advance
Tanja