Automatically Confirm Support Messages

Hello,
I would like to know if somebody already made the following setting:
- Set the status of a support message to "Proposed Solution"
- After this is done the status should automatically change after 7 days
to "Confirmed"
Did anyone try to make this setting? Or has an idea about how to do it in an easy way? I am grateful for any idea.
Thanks in advance
Jenny

Hi Kumar
BP to user id is one is to one relationship
you should delete the extra BP via BUPA_DEL transaction by looking which one's are not used in the transactions or incidents(e.g. search in sm_crm etc)
Thanks
Prakhar

Similar Messages

Automatically generate Support Message from E-Mail

Hello experts!
I have yet another problem:
Is there any possibility to create a support message on the basis of en email?
Or is it possible to migrate e-mails from outlook into a service desk message?
I hope this information is sufficient. I am thankful for any advice.
Best regards
Gerold

See - I didn't know you could do that with a mailto link! 8)
But - this is a very unreliable way to send your email, since
it depends on
a) the sender having an email client installed, and b) that
email client
responding to the mailto link properly.
And, by using mailto:, you cannot add any interactive
elements to the
subject line. Sorry.
Murray --- ICQ 71997575
Adobe Community Expert
(If you *MUST* email me, don't LAUGH when you do so!)
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How to forward support messages to SAP in non-working time automatically?

Hi colleagues and Happy New Year!
I have a question: how to forward support messages to SAP at non-working time automatically?
Details:
when a support message is created at working time it shouldn't leave my system, but when
a support message is created at non working time, for example, on saturday night it should be sent to SAP automatically. Where in the system I can find the options to customize it to provide these requirements?
Edited by: Helen Rudnikovskaja on Jan 3, 2009 12:36 PM

Hi These 2 notes wil solve your problem,
Note 1084744 - Problems with the automatic function "Send to SAP"
Note 1225682
Pls assign pts.

Authorisation for creator to confirm his messages in support desk

Hi Friends,
I have configured support desk functionality where user creates a support message.This message is handled by 1st level support team.If 1st level is not able to resolve it is sent to 2nd level.
Also support message can be created by 1st level and 2nd level support team also.
My requirement is user should confirm his messages only and it should not be done by others.similarly messages created by 1st level support team should be confirmed only by them so as 2nd level should
confirm their own messages.
Is there any way to control these through authorisation.
Kindly give your valuable suggestions.
Regards,
Shanmugam Balamurugan

Hey Brendan,
Let me simulate the whole process for you.
lets assume you have transaction type say T.
1) Go to spro and find the text determination proc asssigned to T.
path: SAP solution manager-> scenario specific settings-> Service desk-> general
settings-> Define Transaction types. Here you find the Text determination Proc assigned to transaction type.
2) Now navigate to the Text determination proc that you found above following:
path: SAP solution manager-> scenario specific settings-> Service desk-> Text Determination proc-> Define TEXT types Or Text Ids.
Reward for usefull answer.
Revert for any clarifications.
Regards,
Anand

Automatic opening of a support message

Hi fiends,
Can you help me configure a automatic trigger of a support message, e.g. : opening messages every days in a same hour.
Rewards points for useful helps..
Thank you..

Dear Claudenir,
Creation of Support desk message automatically is possible via Business process monitoring where you can create an Support Desk message if an particular alert repeats n times.
Can you kindly explain your requirement in details if this does not suit you ?
Regards
Amit

Automatic message processor determination when support message is created

Dear Gurus,
Plz help me with this question.
My requirement is that as soon as Support message is created when msg processor should be automatically be assigned.
I change the SAP standard rule 13200137 for function partner SLFN0004, but can't to choose the Insert Agent - "Person".

>
Alexey Rtischev wrote:
> Dear Gurus,
>
> Plz help me with this question.
> My requirement is that as soon as Support message is created when msg processor should be automatically be assigned.
> I change the SAP standard rule 13200137 for function partner SLFN0004, but can't to choose the Insert Agent - "Person".
Dear Alexey,
If you want to have the processor assigned automatically you need to perform the definition of customer specific
partner determination and the configuration of determination rules in the system. You can refer to SAP Note 616946 but this Note only provides an example how the determination of the support team could be reached.
The message processor will be assigned only if there is just one processor to the selected component. Otherwise the Team will be assigned The important thign here is that just one value can be found.
Hope that the information helps.
Regards
Amit

Support message doesn't show automatically the details about created person

Hi,
I'm facing an issue with Support message which has been created in Sattelite system and available at Solution manager system . The issue is , support message doesn't show automatically the details about created person under colum ' Contact Person ' . Please provide your great suggestions , thanks
Regards
Vivek

Hi Vivek,
Check if BP is created for that user and you have mapped to satellie system (identification tab)
e.g TRXN BP create business partner for that user and in identification tab maintain
ID type identification number
CRM001 <SID> <inst number> <CLNT> <User> (satellite system details)
Regards,
Shyam.

Support Message still showing up as Open even though confirmed

Hello,
We have what looks like a bug in system.
We have some support messages in our system which have gone to status "Confirmed".
The problem is that they are still showing up in report DSWP when we select the "Not Completed" button.
Normally when we confirm our Support Message they no longer appear in our DSWP report when we select "Not Confirmed".
There appears to be a difference between these ones and all the other ones which do not appear.
The ones which do not appear have a black and white chequered flag, whereas the ones which do appear have a green tick. So it makes me think that these are not properly closed.
Has anyone come across this before and does anyone have a solution?
regards
Craig

Hi,
You have to map user status with the system status. In status profile in transaction type column enter "FINI" transaction type against "Confirm" status.
This will be affected from new message and not to old message.
Inspire by rewarding.
Regards,
Nikhil

Confirming own support messages

Hi Solman Gurus,
I have configured support desk where all are able to confirm the messages created by others. I want the message creator to confirm his messages and auto confirmation through workflow to happen.Is there any authorisation object.Kindly guide me.
Regards,
Balamurugan

Hello Balamurugan,
Please refer to the SAP note 621927 Authorization for creation of Support Messages.
I hope that the note helps.
Regards
Amit

Email automaticly to the message prosessor

Hello
Our need is to send to the message processor (that become automatically by a bp relationship) an Email that tell him
that a support message is waiting for him just a few mints after the message created the solution manager system.
I have an Action profile ZSLFN1 with the action definition
ZEMAIL_TO_MESSAGE_PROCESSOR.
This action should process using report and should only run one time. This action definition has a *start condition* that
say: when the "Current date&time" big them the "Requested Start"
But it doesn't work. the action definition was not showmen in the CRMC_ACTION_JOB report.
Did someone have an idea Why is that?
And is there another way to deles with our needs
Best Regards
Merav

Merav,
have you implemented note 1041455?
If so, just make you starting condition something that is always true, such as when the user status does not equal confirmed.
regards,
Jason

Automatic confirmation in process order

Hello everybody.
I need made automatic confirmation to some phases in process order, I hade read that this is possible using process messages.
Process management supports the direct confirmation from the PI sheet and process control system to the process order by sending process messages to predefined message destinations.
Someone know what are the steps I need to follow to customize process message?
What are the transactions that I need to use?
In some documentation say that for access process management, I need proceed as follows:
From the main R/3 menu, select the menu options Logistics u2192 Production - process u2192 Process management.
The system branches to the initial process management menu. From here, you can access all the application functions of process management.
But when I access that path there is not any transaction for use process management.
Something is missing for install or what is the transaction that I need use?
Thanks in advance.

Hi,
You can do that in T Code CORW.
For the required production scheduler select the batch creation for process order.
Also in the Assignment tab of the process order, there is a field for batch, next to it there is a Create button. Click that, you will get the batch number in that field.
Hope that helps.
Regards,
Rohit.
Added: I apologise, its not the Assignment tab in process order. It is Goods Receipt tab.
Edited by: Rohit Chauhan on Aug 3, 2009 9:42 AM

ERROR when Trying to create support message in satellite system

Hi
I have a wired problem.
My user's are opening support message in the solman through the ECC system.
But when a user is open a support message with the component FI he get the following message:
"Error in Local Message System: Component FI does not exist: Check your entry Message was Not Created"
I'm working with ECC6 and SOLAMN 4.
Why I can't generate support message with the component "FI" ?
Please advice
Best regards
Lior Grinberg

Hi
SAP Component is FIN Financials not FI that is why I thnk u r getting an error.
Normal process is
Whenever your user will post any message from any Transactions of FI module in ECC they goto help->create support message
This will automatically fill the SAP Component
Secondly if they are posting from initial logon screen they can choose the value by pressing F4 in SAP component field
Hope it solves ur problem
Regards
Prakhar

Service desk settings, automatic email status message change

Hi,
I'm working at Solution Manager 7.0 SP16. I've configured and working Service Desk scenario and it works. Now I'm trying configure automatic email at status change of messages, but It doesn't work
I'm following spro transaction, and SAP Note 691393. I am configuring Service Desk Specific Scenario Settings -> Automatic Email at status change.
I've checked:
- SCOT is correctly configured and working OK.
- Business partners emails are mantained.
I made the configuration suggested as described SAP Note 691303 SAP Tutor. Following SAP Tutor I go to transaction sppfcadm->select crm_order->botton "define action profile and actions"->Action Profile(left view) and SLFN0001_ADVANCED(right view)->mode change->new entry...   I follow the next slides at SAP Tutor.
At the end, when I check results, I go to the support message (transaction crm_dno_monitor) to edit-> Fast Entry->service process->status->In process and I press button save. So I go to Transaction data->Actions but any about the send mail action
Please could you help me??
Thanks and Regards
Raul Aguilar

Hi Mahantesh,
The settings that I've defined at the start condition are:
Transaction sppfcadm->select CRM_ORDER->button "Condition Configuration"->button technical names on->select action AI_SDK_STANDARD(double click)->change edit mode->right frame button create and select the new condition "Send an email to the author when status of message changes"->start condition tab->button edit condition->Name: Zsend_email->Condition definition:User status->Operators "="->constant "status profile"->SLFN0001 "Service Desk Status header"->Status E0002 "In process"->boton transfer condition->save button. At the end I have:
&CRM Service Process.User    =
Status&                                  E0002SLFN0001
I create a new support message (help->create support message) -> transaction crm_dno_monitor->open the support message just created->button change->fast entry->service process-> status->In process->button save
In order to test I go to Transaction data->Actions:
I've a line: wth a red circle, Action="send an email to author when status of message has changed" and start condition:
&CRM Service Process.User      =
Status&                                    E0002SLFC0001
Please could you help me?
Thanks and regards
Raul

Creating support message field reported by doesn't fill

Hi colleagues,
When I create a support message field reported by doesn't fill automatically.
I think that I've completed all required steps in order these fields were filled automatically. Fields sold-to party and support team are filled automatically, they work ok.
The steps that I've checked:
- The support message is created successfully from satellite message(SID=DES_01). The user which creates this message is zprueba5 exists with profiles: SAP_ALL, SAP_NEW at the satellite system.
-In the solution manager system(SID=SMG), transaction ib52 for the satellite system is filled with partners: employee responsible, sold-to party and system administrator.
- In the solution manager system(SID=SMG), zprueba5 exists with profiles: SAP_ALL, SAP_NEW.
- Transaction bp, zprueba5 user contains BP roles: Business Partner, Employee, Bill-To Party, Financial Services and at the tab "Identification":
External BP Number: SMG 010 ZPRUEBA5
ID Type     Description                         Identification number
CRM001    External System Identifier   DES_01 0020281686 100 ZPRUEBA5
CRM001    External System Identifier   SMG 0020276689 010 ZPRUEBA5
So, In the solution manager system(SID=SMG), crm_dno_monitor transaction when I open the support message just created from satellite system, I have an error because reported by field isn't filled.
Please could you help me?
Thanks and Regards
Raul Aguilar

Hi Nikhil,
At this message I'm going to reply your last two replies.
1.- You typed me "In ib52 select both the system simultaneously and then go to->parner and assign proper bp no for the respective partner function. You need to do it for every system may be users are same.
I hope you have maintained proper access sequence i.e. via ibase."
For each SAP System that I've defined at SAP Solution Manager, at ib52 transaction I've defined the three roles that IMG activity documentation types:
        Assign business partners with the following functions to the new iBase component systems:
            Administrator
            Key User
            Sold-to Party
SAP Solution Manager Implementation Guide->SAP Solution Manager(SP 17)->Configuration->Basic Settings->Standard Configuration of Basic Settings->Solution Manager->iBase->Assign Business Partners to iBase Components ->transaction Change iBase (IB52), enter in field Installed Base '1' and I select the SAP System->Goto -> Partner
      Function                                        Partner
    00000014 Employee Responsible     298
    00000001 Sold-To Party                  295
    SLFN0001 System Administrator      295
2.- You typed me "Select you partner determination procedure and double click on "User interface setting" here select appropriate partner functions and assign all of them in ibase as I said in above reply.
You must not be getting reported by partner function. Take out System administrator. Motivate by assigning points."
My Partner Determ. Proc. is SLFN0001, so I double click on User interface setting like you explained me, adn now appears:
Header Screen:
Sequence and Functions for (main) Partner Displayed
Partner Function1 00000001 Sold-To Party (CRM)
Partner Function2 SLFN0002 Reported by (CRM)
Partner Function3 SLFN0003 Support Team (CRM)
Partner Function4 SLFN0004 Message Processor (CRM)
But now I don't understand if at ib52 transaction I've to add any role or if from "User interface setting" I've to delete any Partner Function. Could you detail me when you type "You must not be getting reported by partner function. Take out System administrator", please?
Regards,
Raul .

Support Message from satelite system: Reported By field blank only from BI

Hi,
I have configured the Incident Management for solman 7.1 with SP12. I am using the transaction type ZMIN that is a copy of SMIN.
In our landscape are two satelite systems: BI and ECC
When I create a message from managed/satellite system via HELP>Create Support Message, it comes to Solman the field "Reported By" is not filled automatically if I created the message from BI. The Creation from ECC works fine: the field "Reported By" is filled automatically.
The system data is fetched up correctly and it includes the system info, component code and all details. Even the Support Team Determination with BRF+ is working fine.
Not successful actions to solve the problem:
- I tried some access sequences in Partner Determination for "Reported By":
     - Preceeding Document -> Reporter -> Current User
     - User
- Checked IB52
- Checked DNO_CUST04
     No_User_CHECK; No Existence Check for User; field value:X
- Checked BP (Generated with BP_GEN):
     identification in BP seems correct (I added created/expiry date manually)
- Checked BCOS_CUST.
- Checked Read RFC.
Has someone an idea what the problem could be?
Thank You for your effort in advance,
Beda

Hi,
1) Under identification tab in external BP no. put details as
<Server short name>space<client>space<search term
(which you have maintained in address tab or employee no.
of that user in satellite system)>
2) In ID type put CRM001
3) Under identification put details as <Server short
name>space<installation no.>space<client>space<search
term (which you have maintained in address tab or
employee no. of that user in satellite system)>
4)Go to trns. BP>select BP role as "Employee"> Indentification tab--> Maintain user name same as user id of employee in satellite system or serch term you maintained while creating BP.
Try this. Reward the points for useful answer.
Regards,
Niks

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