Mail configuration in service desk

Hi,
I am trying to configure Service Desk Scenario in Solution Mananger 4.0.I have done the required configuration to send mail during the status change of messages,ie during 'In Process','Customer Action' 'Confirmed'..etc.I am getting the mails only when the status is changed for the first time,ie either to 'In Process','Customer Action' 'Confirmed',but if i change it again,say to customer action mails are not getting triggered.What could be the reason.
Thanks & Regards,
Cherry

You need to create a start condition.
Go to CRMC_ACTION_CONF
Click GoTo > Start Conditions
Click the Create Icon
Object Type: BOR Object
Business Object:2000116
Click "Click here to create new condition"
Select "User Status" for the left hand side, set the operator to "equals" then for the Constant search for the "SLFN0001" ones.
Make it look something like the following: This one send an email to the Support Team if the status is New or Confirmed.
&CRM Service Process.User Status& = E0001SLFN0001
or
&CRM Service Process.User Status& = E0008SLFN0001
E0001 is New
E0002 is In Process
E0003 is Customer Action
E0004 is Sent to SAP
E0005 is Proposed Solution
E0008 is Confirmed
The assign the start condition to your action.

Similar Messages

Who generally configures the Service Desk?

Who generally configures the Service Desk, Basis or configurers?
Thanks
Judy

Dear Friend,
It is a team of consultant who configures.
Basis will install solman and create and assign roles to person as communicated by Solman Func
Solman functional consultant who does all the configuration like conf status action profile ..mail etc....
Only if standard needs to be enhanced then we req developer
Developer if mailing smartforms should be changed or validation are required/BADI Implementation.
I hope it clarifies your doubt.
Please assign Pts.
Edited by: Prakhar Saxena on Sep 16, 2008 9:02 AM

Configuration of service desk on solution manager 4.0

hi all
plz tell me how to configure service desk on sol 4.0
The available guides for 3.2 is not helping for 4..
plz tell me from wer i can get a proper guide ...
Thank you

Hi,
Congrats that you are into Solman 4.0 We have got Hardship ahead.
As first thing you need to Define Service Desk Destination in the Solution Manager.
then define number range for message types.
Also take care that your IBase componants are intalled, Create Business partners.
This will enable you to create support message and keep exploring.
In the process if you get any runtime error you may need to apply some patches.
Hope this will help you.
Feel free to revert back i hope i can help you.
--Ragu

Trex configuration for Service desk

Hi All,
After installation of TREX server on solution manager server, when i run SAF
Search Engine Name :STANDARD
i am getting SAF overview in error mode. then i try to check server engine status-->in side check info:"Error: Communication or other system error"
so i use guide to fix problem , then click on TEST, it gives DUMP as below.
Runtime Errors         CREATE_OBJECT_CLASS_NOT_FOUND
Except.                CX_SY_CREATE_OBJECT_ERROR
Date and Time          30.12.2008 17:36:24
Short text
     CREATE OBJECT: The class "CL_CRM_SAF_SE_TREX_AB" was not found.
Please help.
Regards
Andrew

Hi ,
I applied   Note 1124452 . and reconfig. Trex in solman SAF tool settings.hope this will help you.
Andrew

Missing link to Service Desk Message in e-mailed attached HTM doc

When e-mailing a Service Desk Message, the receiver gets an e-mail with an attached HTM document. However, when opening the HTM document, the following is included:
Go to the following URL:
If the link is not to a valid server, log on to the SAP system and check the following object:
System:OPG
Client:030
BOR Object Type:BUS2000116
BOR Object Key:4A1E433AFCF5012CE10080000A98170D
However, the URL is missing.
I am curious as to what I missed in the configuration. I have combed through the forum on Service Desk configuration and have rechecked everything that was suggested in the forum; but I can't seem to find the piece that inserts the URL into the HTM document that gets attached to the e-mail when the service desk message is sent to a message processesor. I couldn't find an answer in service.sap.com.
We are using SAP SolMan 7.0 support pack 17
Any help will be appreciated.

Hello AP
Can you be more specific about what you mean by "check your default assignment for the message opening". Where do I check this, what should I be looking for? What t-code or SPRO area should I be checking?

Solution manager service desk - configuration -pls help

Hi Forum,
I have completed basic configuration of service desk (solution manager 7.1) and able to realize things like create/process/confirm message and email notification after automatic support team determination (which works well based on component). However facing below issues and have few requirement.
1. Once the support team gets determined automaitcally based on component field 'Support Team' gets filled with a predeifined value which is obvious however furhter to that when i wish to change the 'Support Team' manually its grayed out i.e. i am not able to change it as it goes to non-edit mode. how to solve this issue?
2. In mail notification if message is raised from the satellite system or solution manager itself i am receiving the details of the system e.g. products installed and software components which makes message unneccesarily long. Can i configure system to produce e-mail noification without system info so that a notification can be kept short. (This is required as client needs to use service desk for internal purpose and not happy to see the system information as its increasing the length of the message)
3. While creating organizational structure in /nppoma_crm . i have created organizational unit/Support team/support employees..now in support team determination e-mail notification goes to the determined supoport team (to bp for which e-mail id is entered) however it doesnt goes to the employees mapped under support team as members (pls note bp for each member is maintained along with the e-mail id)
4. I would like to know the method used for automatic sold-to-party determination as like support team determination & is it possible to reset the number range as while test plenty of messages got created e.g. 8000000584/8000000585/8000000586 to be reset to 8000000001 again so client can start from 8000000001.
Please help by sharing your thought on this at earliest.
Regards,
Rupesh
Edited by: rupesh_modi12 on Dec 23, 2011 12:25 PM

Hi Jitu,
Thank you very much for sharing the links. However sad to say after succesful configuration still the issues mentioned below remains same :
1. Once the support team gets determined automaitcally based on component field 'Support Team' gets filled with a predeifined value which is obvious however furhter to that when i wish to change the 'Support Team' manually its grayed out i.e. i am not able to change it as it goes to non-edit mode. how to solve this issue?
2. In mail notification if message is raised from the satellite system or solution manager itself i am receiving the details of the system e.g. products installed and software components which makes message unneccesarily long. Can i configure system to produce e-mail noification without system info so that a notification can be kept short. (This is required as client needs to use service desk for internal purpose and not happy to see the system information as its increasing the length of the message)
3. While creating organizational structure in /nppoma_crm . i have created organizational unit/Support team/support employees..now in support team determination e-mail notification goes to the determined supoport team (to bp for which e-mail id is entered) however it doesnt goes to the employees mapped under support team as members (pls note bp for each member is maintained along with the e-mail id)
4. I would like to know the method used for automatic sold-to-party determination as like support team determination & is it possible to reset the number range as while test plenty of messages got created e.g. 8000000584/8000000585/8000000586 to be reset to 8000000001 again so client can start from 8000000001.
Regards,
Rupesh

Service desk configuration for solution manager

hi this ,
sudheer i have configured the service desk configuration on my solution manager system with all satellite system, i have mapped all business partners in my satellite systems to solution manager , and also iam able to see all messages are send by business partners using DSWP transaction, but how to see reply from solution manager sytem to satellite system ( message inbox of satellite system)
can any body tell the configuration of satellite system to see reply message from solution manager ?
thanks and regards
sudheerkoppala@ g ma il .com

>
sudheer koppala wrote:
> sudheer i have configured the service desk configuration on my solution manager system with all satellite system, i have mapped all business partners in my satellite systems to solution manager , and also iam able to see all messages are send by business partners using DSWP transaction, but how to see reply from solution manager sytem to satellite system ( message inbox of satellite system)
> can any body tell the configuration of satellite system to see reply message from solution manager ?
There is no "message inbox" in satellite systems, but you can use the SAP Solution Manager to have a central access to all reported messages.
Configure Work Center "Incident Management" in SAP Solution Manager and grant access for message reporters.
See answers to similar question in accessing the service desk message from satellite system
Best regards,
Ruediger

Configure Service Desk in SAP Solution Manager

Hi guys,
I'm currently trying to configure SAP Service desk to our custumers but i really dont know how much steps i must take to do that.
Im currently have users from satellite systems generated by tcode BP_GEN in Business Partners.
But, how it really goes?
When i using the following site:
http://ip:8000/sap/bc/webdynpro/sap/ags_workcenter?sap-client=001&sap-language=EN
which data i must provide to logon on workcenter!
How can i assign systems from one customer to the user that represents it to, when he logs to the workcenter, he can see the respective system information that belong to him.
I know that i must provide diferent roles for the administrator and the users that represent the customer!
Can anyone give any ideas or a point of direction?
Regards,
Filipe

Hi
Based upon the BP identification system entries maitained for respective users
they/Reporter can see only those systems in the list
Rest is same for all users they have to logon with userid pwd of solman in the URL
and automatically based upon the roles you have assigned to them in su01 they can see the reporter or processor interface of service desk
Regards
Prakhar

Prblem Service Desk configuration in Solution Manager 4.0

Hi All,
Here I have done the configuration of Service Desk in Solution Manager 4.0 by using the document which I have for release 3.2. However I have face some problem in Step Initially create and Assign the Satellite Systems as iBase C and Manually create and Assign the Satellite Systems as iBase Co .So I exclude above mention step. But still I am able to create the support message from Satellite Systems.
So can please let me know whether it will work fine in upcoming time or Do I need to test my Service Desk configuration for same.
Moreover please let me know how to test Service Desk configuration for real time environment.
Following are the step and problem which I face while doing the Service desk configuration.
STEP 1 #Initially Create and Assign the Satellite Systems as iBase C
To be able to use the Service Desk and Change Request scenarios in SAP Solution Manager, you need to define the Installed Base (iBase). An iBase component has to be created for each satellite system from which Service Desk messages will be sent to the SAP Solution Manager system.
The iBase components for the iBase structure SOL_MAN_DATA_REP (installation 1) can be created and assigned either automatically or manually. Note that these components and the assignments can only be created once automatically for every solution. To refresh your existing iBase data execute IMG activity Manually Create and Assign the Satellite Systems as iBase Components.
Requirements:-
You have defined your system landscape in the Solution Manager System Landscapes(transaction SMSY).
Activities:-
1. In transaction SOLUTION_MANAGER, open a solution.
2. Choose Operations -> Service Desk.
3. Choose Edit -> Initial Data Transfer for iBase.
The data is copied automatically. The iBase systems for the solution are automatically assigned to SOL_MAN_DATA_REP (installation "1"). An iBase component is created for each system installation number (which can be displayed by choosing System -> Status).
For each solution repeat these steps.
Problem in STEP1 :- I am not able to check the System  Status.
STEP 2 #Manually Create and Assign the Satellite Systems as iBase Co
In this IMG activity, you define the Installed Base (iBase) manually, i.e. for refreshing existing iBases after solutions have been changed.
An iBase component has to be created for each satellite system from which Service Desk messages will be sent to the SAP Solution Manager system.
Activities:-
1. In transaction Change Installed Base (IB52), use the input help (F4) to find the Installed Base with external ID SOL_MAN_DATA_REP.
2. Continue as follows:
 If SOL_MAN_DATA_REP does not exist:
a) Call transaction Create Installed Base (IB51).
b) Choose iBase Category 01 (Installed Base).
c) Choose Enter.
d) Specify the iBase header data in the iBase section.
e) Specify the external ID SOL_MAN_DATA_REP and enter a short description.
 If SOL_MAN_DATA_REP exists:
a) Choose iBase No. 1 (SOL_MAN_DATA_REP).
b) Choose the SAP WEB AS component.
3. To assign the systems as iBase components, go to the Text item tab.
Three components are included in the standard package.
4. Add all the satellite systems as text items to the table:
o Column Short text: Description of the system
o Column Identification: System ID, space, installation number
5. Save.
After changes have been made to a solution, repeat these steps to update system landscape data for iBase.
Note:-
Every system is only listed once in the iBases. That means a system is not listed in an iBase if it has been listed in another iBase before.
Problem in STEP2:- Here I am not able to find Text item tab as per point 3 .
STEP 3 # Assign Business Partners to iBase Components
You need to assign business partners to the new iBase components.
Activities:-
1. In transaction Change iBase (IB52), choose Goto -> Partner
2. Assign business partners with the following functions to the new iBase component systems:
o Administrator
o Key User
o Sold-to Party
3. Save.
4. Repeat these steps for each iBase component.
Problem in step3 :- In IB52 t-code screen there no any menu path like goto  partner
Thanks a lot,
Harshal

Hi Harshall,
You have to enter the value as 1 in Installed base field and then press enter.
You will be taken inside and then you will be able to see the Goto - Partner screen.
Hope this will help.
Please reward points suitably.
Regards,
Naresh.

Configuration guide on Solution Manager Service Desk Scenario

Hi all,
I have just setup a Solution Manager 3.2 system and have followed the configuration guide, SP9.pdf which directs me to use SPRO to configure it. However, after going thru the SPRO, it doesn't gives me specific steps to setup the Service Desk scenarios. I could not find any specifc steps on creating a service Desk, business partners or configuration on the satelite system. Please kindly provide me with the relevant guide. Thanks in advance.

Hi Guan,
I don't know if my message is being sent too late for you, but only now I read your question..
You have to go through Customer Relationship Management configuration in order to customize Service Desk and Change Request Management the way you need. Before, I believe you must have in your hands the specification of your Organizational Structure, who will be each business partner in your organization, with the correct responsibilities, then you draw the workflow you want to implement, which is the complete landscape, have your RFC connection to SAP working in order to send support messages to them (this should be ok if you already have SolMan working, it needs the RFC connection in order to update the services..). Once you define your processes, based on the ITIL, then you can start configuring your Service Desk. Inside the IMG of the SolMan->Service Desk you have the CRM steps you need (if you have SP09 or up), and the documentation inside the IMG are really useful. If you are not used to CRM, I suggest you take a look at the CRM Documentation, because most of the things are better explained there. Actions, Conditions for Actions, Business partners, Installed Base with default business partners, Solution Database..
You may be a little bit confused reading the lots of docs that SAP delivers about SolMan Service Desk regarding using SLF1 or SLFN transaction Type. SLF1 was the old one, used by SolMan 3.1, and it has some differences from SLFN. In fact, SLF1 is more complex. It has items, SLFN does not. It uses a Service Confirmation, SLFN does not.. and so on..
If you need more information, please let me know. I have been working with Service Desk and Change Request Management for one year, in Scandinavia, maybe we can exchange tips.
Best regards,
Raquel Cunha
São Paulo, Brazil

Is there any service desk guide for Solution Manager 7 configuration?

Dear Sir:
I would like to configure the service desk of solution manager 7.
but all i found documents are for solution manager 4.
the IMG setting and other steps are quite different...
wondering is there any new guide or step by step documents for specific solution manager 7?
Regards
Jack Lee

hi,
There is no direct document which is that much specific
Have you checked this document
https://websmp101.sap-ag.de/~form/sapnet?_SHORTKEY=01100035870000722612&_OBJECT=011000358700000122472008E
U can follow the steps and if u dont find any node u cn search in SPRO
in solman 7 mainly all the activities are under the node SPRO->scenario-specific->service desk
rest check this
Service Desk: Support team determination
/people/dolores.correa/blog/2007/10/06/service-desk-support-team-determination
Service Desk Implementation Guide
/people/bruyneel.guillaume/blog/2008/05/02/service-desk-implementation-guide-part-i
/people/bruyneel.guillaume/blog/2008/06/13/service-desk-implementation-guide-part-ii
Hope it helps,
Regards
Prakhar

How to give the replay service desk messages

Hi Gurs,
I configured the service desk , now i am able to see the satilite system messgages in crm_dno_monitor , but how can i give the replay to the message please help me .
cheers

Hi Gopal Rao,
As per your Message I came to know that you want to send a reminder / reply to the message creator (Key User) about the Status of the Message he created.
If you are looking for the above then you need to creat a smartform (mail form) and assign to the action definition as smart mail.
In the T.code SPPCADM go to the Application and the action profile - Action definition - E-mail to Msg Creator - Processing Type - Smart Forms Mail form Name: CRM_SLFN_ORDER_SERVICE_01 (Standard) copy the mail for as per your requirements (T.code- SMARTFORMS) do changes and save it and assign in the above said action definition with the condition.
Hope this will address your message.
Regards,
44040

Urgent question to service desk

Hi!
I configured a service desk. It work's very fine.
Some of my support teams have a lot of members. My organisational model is configured well, too.
My support teams rule, to finde the right support team, if a message is incoming, works fine.
my Question:
Is there as possibility to send mails automatically to ALL members of the responsible support team? Currently, only ONE mail sent to ONE member of the sp.
Thanks for your help

HI,
Create BP under Organization and maintain group mail id for that BP. Get group id done from your admin people. You have to just assign that id to the BP created for group of super user.
Then...
Go to IB52 tcode..
enter the ibase (1) and execute..
Now select the component which represents your Satelite system and then go the the menu bar and click on Go To-> partners..
Select partner Function from the Dropdown and select SOLD_TO_PARTY from the Dropdown and then Assign the Business Partner to it....
Dats it you are done...
I assumed you have configured Ibase and Component for the Satellite System in question....
Regards,
Nikhil

Service Desk - SAPconnect

Hi,
my team has successfully been able to set up SAPconnect for Solution Manager and email messages can be sent with transaction so00 however we do not know how to configure the system to allow SAPconnect to work with the Service Desk.
How do you configure the service desk to allow message to be sent via emails ?
Any help will be appreciated,
regards
Bilaal

Dear Bilaal,
SAP tutor attched to note 691303 leads you with customizing steps which
is needed to perform triggering of auto mail action. There is used
smartform CRM_REMINDER_MAIL_01 as an example which has content like you
attached.
You can copy this standard form in trasaction SMARTFORM and modify it to your preference.
Hope this information helps.
Regards
Amit

Service Desk: Pricing data for partner could not be read

Hi all,
I am trying to configure the Service Desk functionality for Service Providers (on EHP1).
I follow the SAP Documentation (SAP Solution Manager: Service Desk for Service Providers) and SLA's made easy in SAP Solution Manager. Also some discussion threads helped me with some steps (I applied e.g. the recommendation from Pricing data for partner 106 could not be read. , but it didn't help).
I am facing some errors related to the CRM part of the configuration.
When I create Service Desk Contract (SLFV) in CRMD_ORDER, the error appears Pricing data for partner xxx could not be read. I checked the setting of BP and I am not able to find the reason, for customer's (sold-to-party) BP the sold-to-party > Sales Area Data the Sales Organization/Distribution Channel/Division are maintained. Which information for pricing is needed and where can it be configured?
Another error - I am sure it is related to the first one - the service contract cannot be determined in the service message (in Item details view under product). The error messages are about sales area/organization, so I suppose there is something wrong with the link Service Contract -> Business Partner definition.
Could you please help me what can cause the error?
Thanks in advance,
Vaclav

Hi Balaji.S,
my problem was solved when I double checked the settings of org structure. That means there must be a consistent setting for sales organization / distribution channel / division in businness partner (tcode BP), organizational model (PPOMA_CRM), product workbench (COMMPR01). The setting must be same for both the sales department of the service provider and the customer's company (I am sorry I am not CRM, so I am following just this simple logic)
In the long text of the error (in CRMD_ORDER) I could see "expected" combination for sales organization / distribution channel / division (message e.g. The access was carried out with sales organization 'O 50000613', distribution channel '01' and division '') -> when the org model was set up everywhere in this way, the contract was automatically filled by the organization data and in the next step the contract could be determined in the service desk message.
Anyway it took some time to find out the correct combination. Deeper CRM knowledge would help me much.
Vaclav

Mail configuration in service desk

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