Problem in service desk

Hi All,
I have configured service desk in my solution manager system. And the service message sent from satillite system are reaching solution manager. Now my doubt is, how to view the reply sent from solution manager? is there any Transaction code to view that reply? Please help me in this....

Hello Alex,
Please see Doubt on viewing service message reply from solution manager???
Best regards,
Dolores

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Problem in Service Desk ITSM in SOLMAN 7.1

Dear Experts,
I have facing a problem in ITSM Service desk configration.Almost configration part is complete but whn my end user raise a ticket
it is not showing me in SOLMAN_WORKCENTER.I have assign the role for both side processor & keyuser role.
Please help.
Rgds
Sudarshan

Hi Sudarshan,
have you created a support team and set it determination as per below blogs
http://scn.sap.com/people/dolores.correa/blog/2007/10/06/service-desk-support-team-determination
Incident Management: Support team determination in Solution Manager 7.1
once you do above the ticket is assigned to support team and filled in the incident/ticket.
further, the team assigned ....its member can view that in their own queues
hope this clarifies & resolves
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Prakhar

Problem while configuring email system in service desk message

Hi all,
I have configured my soution manager service desk for sending emails to the key user when the message status changes from New to In process.Now i want that a mail should go to the message processor when the message is assigned to him.For that i will have to define a new action but the issue is which smart form do i need to assign to that action.
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Praveen

Hi Praveen
I am also doing Service Desk config. Can u please tell me how u configured External system. I was able to send messages internally. but from Other systems in landscape i am not able to. I f u have any document from end to end please send me.
Points will be awarded for the solution.
Rajesh

In service desk functionality action "sent to SAP" is creating problem

I have established a service desk functionality and everything is working fine except action "sent to SAP", I am using solution manager 7.0 and I have made the entry in AISUSER maintenance view in tcode AISUSER and also maintained the RFC connection SAP-OSS and its working fine but when am changing status of a ticket by executing action " sent to SAP" in a ticket and saving it, it is throwing a information pop up saying " SAP customer number unknown for installation number 0020XXXXXX ", which is the installation number of system from where ticket is posted say XYZ system. Please help me out.

I have established a service desk functionality and everything is working fine except action "sent to SAP", I am using solution manager 7.0 and I have made the entry in AISUSER maintenance view in tcode AISUSER and also maintained the RFC connection SAP-OSS and its working fine but when am changing status of a ticket by executing action " sent to SAP" in a ticket and saving it, it is throwing a information pop up saying " SAP customer number unknown for installation number 0020XXXXXX ", which is the installation number of system from where ticket is posted say XYZ system. Please help me out.

Error creating Service Desk Message in Satellite System

Hi all
We have two satellite system from which I want to create a Support Message. With my current profile/role and can do it from one system and not from the other system. I get "Error in local message system, message xxx not complete". I dont think it is an Authotization fault, but not sure.
How should the Number ranges be setup for more than one satellite system?
Thanx
Jaco Snyman

Hi Tina
This was my answer in a previuos thread:
Hi all
I also struggled with this for 2 weeks. But the problem is fixed.
Do your "normal: config from the IMG and then:
1) Make sure that you have selected for the system NOT to check for the User in SolMan
tr: DNO_CUST04, Go to Detail, Select the field NO_USER_CHECK, "X", this is very important, otherwise you will have to create a username for everyone on the satellite system... far too timeconsuming.
2) In your satellite system under OSS_MSG: Col1:Application: OSS_MSG, Col2: + : W. Col3: RFC Destination: SM_"SOLMANRFC"_BACK. Col4: + : CUST620. COl5: + : 1.0
In the Solman side you maintain Col3 as "NONE".
3) Make sure that ALL users in the satellite system has the following roles: SAP_SUPPDESK_CREATE and SAP_SV_FDB_NOTIF_BC_ADMIN.
4) Make sure that you have TRUSTED RFC to and from your Satellite system and Solution Manager.
The main one to be sure of is: SAP_ALL for all SOLMANxxx user in the Solution Manager system for every satelite system, because the standard roles from SAP does not work.
This should have your Service Desk Messaging working.
Jaco Snyman

Define Service Desk Destination in the Solution Manager System (Dump creen)

hi,
in SPRO when i click on Define Service Desk Destination in the Solution Manager System
i got dump screen with the error below
any help?
Runtime Errors         SAPSQL_EMPTY_TABNAME
Except.                CX_SY_DYNAMIC_OSQL_SYNTAX
Date and Time          13.07.2008 14:05:57
Short text
    A dynamically specified FROM clause has an unexpected format.
What happened?
    Error in the ABAP Application Program
    The current ABAP program "SAPLSHI2" had to be terminated because it has
    come across a statement that unfortunately cannot be executed.
Error analysis
    An exception occurred that is explained in detail below.
    The exception, which is assigned to class 'CX_SY_DYNAMIC_OSQL_SYNTAX', was not
     caught in
    procedure "STREE_READ_NODE_GENER" "(FUNCTION)", nor was it propagated by a
     RAISING clause.
    Since the caller of the procedure could not have anticipated that the
    exception would occur, the current program is terminated.
    The reason for the exception is:
    The running ABAP program attempted to execute an Open SQL statement in
    which a FROM clause was specified dynamically in the field "TABLE_NAME". In
     this
    FROM clause, either a table name after a join operator is missing, or an
     alias name after the key name "AS". The field "TABLE_NAME" could be empty as
    well.
regards

Hi,
I am facing the same problem. What is SP15 ?
Is there any SAP Note that can be applied to correct this ?
Thanks.

How to analyze and evaluate Service Desk Tickets

Hi folks,
we are running SolMan 4.0 SP12 and I implemented Service Desk as well as ChaRM.
For ChaRM I copied SDHF (Urgent Correction) to ZDHF (does not work properly right now, but I won't give up on that..).
My question: how do I evaluate those processes? For example it would be nice to know..
- how long has it has taken to solve a problem?
- how much cost was generated?
- does the Support Team work efficient?
- where are the bottlenecks in the whole workflow system?
Are there any transactions who deal with the given information to answer those questions? Maybe in a management-friendly way?
If not, does anybody know in which tables this information is saved?
I was searching over and over but it is very hard (impossible?) to gather relevant information concerning SolMan. Forum Points will be rewarded as a matter of course!

Hey Dirk,
You need to go for some Zdevelopments to suit your requirement...
There is SAP Standard report named RDSWP_REP_SERV_DESK, it can be used for various Type of analyses....
Just try out and let me know if this is helpfull..
There are no other Standard reports which would do this for you..
Let me know how it goes...
And plz reward for usefull post...
Regards,
Anand....

Service desk integration with 3rd party tool

Hi all,
I've problems understanding the setup of connecting a 3rd party service desk tool with solman itsm.
So far it's clear that I need to activate and configure the service provider and consumer in soamanager.
The webservice then will be called by the 3rd party tool with corresponding data.
However, according to spro I need to define a value mapping for incoming/outgoing calls.
I do not understand this mapping... the WSDL of webservice ICT_SERVICE_DESK_API contains lots of fields, but in spro -> value mapping I can only define the following fields (which are hard coded in type pool AIICT):
SAPCategory
SAPComponent
SAPDatabase
SAPFrontend
SAPIncidentID
SAPIncidentStatus
SAPInstNo
SAPOperatingSystem
SAPSoftwareComponent
SAPSoftwareComponentPatch
SAPSoftwareComponentRelease
SAPSubject
SAPSystemClient
SAPSystemID
SAPSystemType
SAPUserStatus
What about attachments, priority etc.?
Will the interface parameters mapped to these ones?
For what purpose do I need to maintain the value mapping?
Can you give me a hint?
Regards, Richard Pietsch

can you please check the WIKI Solution manager Service Desk Integration with third party service desk - SAP Solution Manager - Security and Authorizat…

Service desk error creating support message "help- create support message"

Hi
I'm customizing SM 7.0 SP Stack 15 service desk scenario. I'm in a VAR SAP, so It's a mandatory scenario.
I've done all basic settings from General Settings, Connection to SAP, Online Documentation, ...,
Business Partners, iBase, Basic BC-Sets for Configuration, Number Ranges. After them , for Scenario-Specific Settings-> Service Desk->Service Provider I've done all these steps. At SAP System Solution Manager, I've created solutions at dswp transaction and EW Alert are centralized these steps works. Transaction notif_create works and iBase are well mantained.
The problem is when I try create a support message from satellite SAP system. I logged With a SAP user which is BP, key user and has authorizations in a satellite system and I choose help->create support message, so a pop-up appears and I fill the fields, and I press button (Save/Send). An error appears:
Error in Local Message System: Access via 'NULL' object reference not possible. Message was Not Created
In order solve the error I review:
- The satellite SAP system is at the iBase installed components.
- I've Assign Number Range for ABA notifications at SLF1 transaction.
- I've Checked number range for Service Desk Message at SLFN transaction.
- I've configured ABA Message transaction DNO_CUST01, transaction DNO_CUST04
- (satellite system) Transaction sm30, table BCOS_CUST:
   Appl.            +       Dest.                                  +                     +
   OSS_MSG   W     SM_SMGCLNT010_BACK    CUST620          1.0
   TST_CUS                                                        0120009939
   RFC SM_SMGCLNT010_BACK works, SM recollects EW Alert from this satellite system
- (satellite system) I logged with a SAP user with these roles:
SAP_SUPPDESK_CREATE
SAP_BC_CUS_CUSTOMIZER according SAP NOTE 834534
SAP_BC_CUS_ADMIN       according SAP NOTE 834534
SAP_SV_FDB_NOTIF_BC_CREATE
SAP_SV_FDB_NOTIF_BC_ADMIN
All these roles are mantained.
- I've review SAP Notes 834534, 864195, 621927(I haven't applied this SAP Note because it's older)
Please could you help me?
Thanks and Regards
Raul

Hi,
When I try create a SAP message via help->create suuport message, I get the same error so I run help->create support message in a satellite system so I run help->create support message in Solution Manager
system. Also, a dump is generated in Solution Manager when I try create support message or from satellite or from solution manager.
========================================================================
Runtime Errors         OBJECTS_OBJREF_NOT_ASSIGNED
Date and Time          10.07.2008 10:17:26
Short text
    Access via 'NULL' object reference not possible.
What happened?
    Error in the ABAP Application Program
    The current ABAP program "CL_BOR_SERVICE_PPF============CP" had to be
     terminated because it has
    come across a statement that unfortunately cannot be executed.
Error analysis
    You attempted to use a 'NULL' object reference (points to 'nothing')
    access a component (variable: " ").
    An object reference must point to an object (an instance of a class)
    before it can be used to access components.
    Either the reference was never set or it was set to 'NULL' using the
    CLEAR statement.
How to correct the error
    If the error occures in a non-modified SAP program, you may be able to
    find an interim solution in an SAP Note.
    If you have access to SAP Notes, carry out a search with the following
    keywords:
    "OBJECTS_OBJREF_NOT_ASSIGNED" " "
    "CL_BOR_SERVICE_PPF============CP" or "CL_BOR_SERVICE_PPF============CM004"
    "PROFILE_CONTAINS_PARTNERDEP"
    If you cannot solve the problem yourself and want to send an error
    notification to SAP, include the following information:
Information on where terminated
    Termination occurred in the ABAP program "CL_BOR_SERVICE_PPF============CP" -
     in "PROFILE_CONTAINS_PARTNERDEP".
    The main program was "SAPMSSY1 ".
    In the source code you have the termination point in line 41
    of the (Include) program "CL_BOR_SERVICE_PPF============CM004".
=========================================================================
Thanks and Regards
Raul

Service desk - SLM 7.0.1 - assign support notification (SFLN)

Hello everyone,
I am trying to customize SolMan Service Desk, but there are so many things that I am not able to make such as :
- creating new messages subjects
- assigning support notification (SFLN) to a team or person, according to these support notification
I mean, if a user A connected to the Service Desk chose to create a "Technical problem" support notification, it will be automatically assigned to the technical support team.
Is it possible ? Do we have to manage Business partners to handle that ?
Thanks a lot for all your suggestions.
Regards,

Hi,
Yes, it is possible. You need to define rules in transaction PFAC for this. Check SAP Note 1512895 - Support team determination + e-mail notific. to support team.
Thanks
Sunny

Service Desk Escaltions First Response Escalate to line manager

Hi Experts
We have successfully implemented Service Desk in Solution Manger. We just have a few problems with regards to escalations.
1. Sap Standard only allows you to escalate to one partner function, we would like to first response and completion deadline missed to escalate to the line manager
as well the message processor, can you please assist on how we can achieve this?
2. With regards to the first response time, when an incident is created is created the message processor has 2 hours to respond before his call escalates, if the initial message processor
sat with the incident for an hour in new status and reassigns to the incident to someone else the second person only has an hour respond the clock does not start again for him and the
call escalates after an hour this is causing a lot of problems for all calls that are been reassigned people no longer have sufficient time to respond to calls,
Has anyone else had similar experience and what was your fix for this problem?
Thanks and Kind Regards.
Zak Kader

Thanks PP for some insights.
Maybe you can help in one more area,
Say we create a Service Order, the header and do not create the line item entry yet.
However, we need the dates (first response date) to feed to an outside system where we are
tracking our SLA's.
Do you know where the date logic is done to get the Frist response date. Any FM's being used
We would like this information as dates that we need are not created until the line item is entered.
We want to not have to create the line item but still get the dates and send them to another tracking system.
Any help on where SAP CRM puts this logic would be helpful
Thanks,
LA

Service Desk Notifications - Processed By

Hello.
I am with an issue in service desk e-mail notifications, when i create a message the system ignores the Processed By function partner (SLFN0004) - the notification do not appear in actions tab. At this moment i have notifications for all function partners, and work fine except the Processor By.
Any ideia to solve this issue?
Thanks in advance.
Best regards,
Sérgio Vieira

Thanks for your reply.
The problem is with the function partner, it seems that the system ignores that partner in the message (SLFN0004 - processed by).
The actions log don't have any information regarding this notification. The notification don't appear in the Message Actions.
Best regards,
SV

Service Desk: error while sending message to SAP

Hello Gurus,
I have configured Service Desk in Solution Manager. When i create a message in one of my Satellite Systems the message appears in Solman but when i try ro send the message to SAP i get the following error.
"You do not have authorization to Send or Compare a notification"
The user has SAP_ALL and NEW and the same has been maintained in AISUSER table. After i get the error i executed SU53 but there are no missing authorization.
Can someone please tell me what the problem could be?
Regards
Anil Verma B

Hi,
Apart from the SAPOSS, SAP-OSS, SAP-OSS-LIST-01 rfcs, pls ensure the basic authorizations for solman has been verified and given.
SAP_SUPPDESK_ADMIN
SAP_SUPPDESK_CREATE
SAP_SV_FDB_NOTIF_BC_ADMIN
Please also verify if you had the BADI settings done correctly as per note
1140822 SAP customer number for installation number &1 unkn
Hope this helps.
Cheers
Sh

Service Desk - Support Determination error

All:
When I create a customer message in a satellite system using help -> customer message, the support team is not automatically determined.
Based on related threads I have checked the following:
1. The organization model is defined and the attribute country US is set and inherited throughout the tree.
2. Partner detemination procedures -> Partner function is procedure : the access sequence is left empty
3, In Tcode PFAC_RESPO (AC 13200137), I have created responsibilities/rule for automatic partner determination, such that based on the SAP component during message creation the teams are assigned in service desk. The simulation in solman works, but during actual message creation the teams are not determined.
Please advise.
Thanks
S.

Sanjai,
   I made the IB52 settings like you suggested, it helped.
I still have a problem though with one of the responsibilities. "Find First Level Support Team" works, "Determine BC Team using SAP Component" doesn't.
The following is how the responsibilities are set up:
Rule 13200137 CRM_DNO_1
Responsibilities:
Determine BC Team using SAP component : priority 02: SAP Component : BC*
Assignment: Basis Team (Org U)-> Basis Support Team(position) -> Shabna (User)
Find First Level Support Team: priority 01: SAP Component: A* to Z*
Assignment: 1st Level Support (Org U) -> 1st Level Support Employee (position)
The following is the Org structure:
Org Structure:
     XXX Service Desk (O)
                      Service Desk (O)
                            1st Level Support (O)
                                   1st Level Support Employee (P)
                             2nd Level Support(O)
                                    Basis Team(O)
                                         Basis Support Team (P)
                                                           Shabna (U)
                                    Security Team(O)
                                        Security Support Team(P)
                                                              Shabna(U)
O - Org Unit
P - Position
U - User
Where am I going wrong?
Shabna

Service desk for non-sap (please - any inputs are welcome)

hi all,,
I know how to setup service desk for SAP use. Can some one provide me some tips on using solution manager - service desk for non-sap as well? eg: the company wants to use service desk for normal activities as well, as laptop not working, server down, other system issues etc.
The questions I have are -
1) Any specific structure to be created for the non-sap? The way we use in SAP specific environment is to use "SAP Components" while creating tickets. How can we create tickets for non-sap components? What will be the "responsibility" selection?
2) How about the Ibase? For SAP, the ibase already have the data from SMSY. How can I get data for non-sap systems? Anything is SAP to keep the Asset management data (like entries of laptops, servers etc)
Thanks for all the suggestions !!
JZKALH

Hi
You need to go for service desk XT which is the extension of service desk to manage non sap or IT incidents
Check below link
https://websmp110.sap-ag.de/_solutionmanager
Heterogeous system environments are a challenge for IT-service management in any company. The associated complex structures and varying forms of media often make it difficult to realize efficient service processes. With SAP Solution Manager Service Desk - Extended Usage (Service Desk XT), SAP offers a centralized support tool as a single point of access - for service requests and problem tickets related to SAP and non-SAP software.
The Single Point of Access for Support
SAP Solution Manager, which is a standard part of every SAP solution and therefore can be used by all SAP customers, supports users in SAP relevant service requests. The standard function of the service desk is restricted to service requests.
With Service Desk XT, SAP provides an extended support tool, which can be also used for general service requests, for example regarding IT or telecommunication equipment.
This priced add-on does not require additional interfaces to third-party products - the same service requests are used for SAP and non-SAP applications. This simplification is a benefit for your employees.
This solution has been created with IT service providers in mind, especially those which work within a company and currently do not have an IT-service desk application in place or would like to replace an existing system.
Also,
check this link
pg(46)
https://websmp205.sap-ag.de/~form/sapnet?_FRAME=CONTAINER&_OBJECT=011000358700000147532009E
Pg 52 onwards
https://websmp205.sap-ag.de/~form/sapnet?_FRAME=CONTAINER&_OBJECT=011000358700000059742008E
https://websmp205.sap-ag.de/~form/sapnet?_FRAME=CONTAINER&_OBJECT=011000358700000548652007E
Hope it helps
Regards
Prakhar

Problem in service desk

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