Can Support messages be created in portal?
Hi Experts,
Is threre a way to create "support Messages" in portal itself, instead of creating in SAP system by going into Help.
Thanks in Advance.
Hey Sateesh,
Please go through the link below:
[http://help.sap.com/erp2005_ehp_03/helpdata/EN/84/91bfddb6c33246a6eae4d483749635/frameset.htm|http://help.sap.com/erp2005_ehp_03/helpdata/EN/84/91bfddb6c33246a6eae4d483749635/frameset.htm]
this can be used if you are on SP12 or less, if you are on SP13 or above this is deprecated and you need to use a different application. Which is a BSP application,
BSP Application Name: DSWPNOTIFCREATE to do the changes go to SE80 and modify the BSP application.
Hope this helps.
Pramod
award points if helpful.
Similar Messages
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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 -
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
RaulHi,
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 -
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 AguilarHi 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 . -
ERROR when Trying to Create Support Message in Satillite system
Hi,
I have configured Service Desk in solution manager, when i try to send a Support Message(Help ->Create Support Message) from satillite system to Solution Manager i got this ERROR msg. "Error in local message system; message 000000000001 not complete".
Help me to sort out this.....Hey ...I had a same problem last week...
I'm unable copy the Weblog / upload the document ...Any way follow below steps.
1)Go To Transaction Code SPPFCADM in Solution manager
select DNO_NOTIF and click on 'Define action profile and actions
Select action profile 'SLFN0001_STANDARD_DNO'
2)choose action definition 'SLFN0001_STANDARD_DNO_CRM' and click on
the processing types
3)delete the container expression ITEM_PRODUCT_ID
Refer SAP Note 1011376
Hope this helps you.
Praveen, -
Support Message creation in Satellite System should trigger ZLFN not SLFN
Hi Experts!
I guess (hope) this is a rather simple question but I just can not find the right section in SPRO.
We made a lot of customizing regarding Change Requests and Change Documents (made copies of SDCR and SDMJ). The Support Message (SLFN) has been left unchanged (except copy rules to create ZDCR instead of SDCR)
Soon it might be necessary to change SLFN regarding (adding more Partner Functions and such) so I would like to make a copy to ZLFN and have Solution Manager create ZLFN instead of SLFN when a Support Message is created in satellite system.
Could anyone please tell where to make this setting? Just can not find the right section in customizing!
Thanks a lot.
/cheersHi Christian,
Thanks for updating your post.
Could you please confirm the following:
The Transaction Type used in Support Messages created from SolMan is diferent from the Transaction Type used when a message is composed from Satellite Systems ?
Can you please list any additional details missed out in that thread.
Warm regards,
Srini -
Sold-to party rol doesn't fit new support message
Hi,
I'm configuring Solution Manager SP17, I work at VAR SAP so I've to manage many customer numbers. Some scenarios are running.
I've a customer with three SAP systems, these SAP systems have been defined at smsy transaction in Sol. Man. VAR successfully. So these systems exists at ib52 transaction too.
From satellite SAP (customer site):
1.- system->system->status Installation number is 0020225238
2.- at service.sap.com for this customer this is the installation number that appears for this SAP system.
At Solution Manager VAR SAP(VAR site):
1.- smsy->systems at the header data tab this installation number appears 0020225238
2.- ib52 for this SAP system I've defined this system with one entry to the correct client:
BWP 0020225238 100
3.- I've filled for this SAP System and the other two SAP systems for this customer partner so I select BPW SAP system->goto->partner.The business partner with function sold-to party has these roles: business partner and sold-to party. At the identification tab it has 3 entries(one per SAP system):
BWP 0020225238 100 SANTI
If I execute steps to create a support message:
1.- from satellite SAP system(customer site) help->create support message I create and send successfully the support message
2.- from Solution Manager VAR SAP(VAR site) crm_dno_monitor transaction I open the support message just created and :
- sold-to party field is empty.
(this field is filled successfully to the other two SAP systems for this customer)
- at transaction data buttton->SAP Attributes tab the installation number that appears is 0120009939 and not 0020225238.
Please could you help me?
Thanks and Regards.
RaulHi Sreedhar,
Thanks for your reply.
As I typed at my first description. The role sold-to party is working. This customer has three SAP systems: R/3 development, R/3 productive, BW productive. So when the customer sends a SAP message from his SAP satellite system to our SAP VAR solution manager, the sold-to party rol works only to R/3 development, R/3 productive but doesn't work to BW productive(Netweaver 04).
I've chequed that:
- ib52 transaction the SAP satellite system BW productive has the same installation number that you can view If you logon at the SAP satellite system BW productive->system->status. The client is correct too.
- bp transaction the sold-to party Business Partner has three lines( one per SAP system).
Please could you help me?
Thanks and Regards.
Raul -
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 PMHi These 2 notes wil solve your problem,
Note 1084744 - Problems with the automatic function "Send to SAP"
Note 1225682
Pls assign pts. -
Support Message Status should default to Incident in Solution Manager
Hi Friends
Need your Help!!
I need to change the Priority settings set for the support message in Solution Manager , If a user logs a support message in the ECC system (production) with any priority (low, medium, high, very high etc.) it should default to Incident in Solution manager.
From there the client wants to classify the Priority as per his requirement in Solution Manager.
The current settings are like below
For a Low Priority it is defaulting to Incident
For a Medium Priority it is defaulting to 1: Bug P1-2
For a High priority it is defaulting to 2: Bug P3-4
For a Very High Priority it is defaulting to 3: Bug P5-10
Really appreciate your help, many thanks.
Kind Regards,
Vattikonda.Hi
thank you for response.
It is the clients requirement to default the priority status to Incident if a support message is created from a managed system (ECC).
for e.g,
An user creates a support message in ECC production client giving the relevant input and he selects the priority as High, this created message should default to Incident in solution manager.
please see how the current settings are from my earlier at the bottom..
Kind Regards,
Sandeep. -
SOLMAN EHP1 - anyone can create support message in Satellite System's Help?
Hi,
I just curios that why everyone can create support message in satellite system-> help -> create support message?
I tested with restricted profile user and without role SAP_SUPPDESK_CREATE, NO BP created but he still manage to create support message???? Any idea??
Also, same goes to any user can process ticket in SOLMAN with no BP-Employee role and SAP_SUPPDESK_* roles assigned.
Your kind input is very much appreciated.
Thanks,
Nicholas ChangHi Nicholas
If you are using a "Named" user instead of the Trusted Relationship in the RFC maintained in BCOS_CUST for entry OSS_MSG then this is quite possible. In this case the "Named" user will be used to call the interface to create message and the calling user ie the end user creating the ticket will only be used as "Reporter" of the message.
The user entered in the RFC details probably has the authorization to create Support desk messages.
Regards
Amit -
Service Desk: Can't find Support Team when creat.message in satellite syste
Hi all,
strange thing:
In service desk I customized the partner determination rule for the support team with the rule AC13200137.
(In the rule pretty much everything is filled with * )
a) when creating a message via transaction NOTIF_CREATE within solman itself, the support team can be determined without any problems.
b) when creating a message in a satellite system via ->Help ->Create Support Message, the message gets created in the solution manager, but the support team could not be determined.
In the action log for "when message is created, find
support team responsible" the protocol is red.
Details of the log:
- green: Date and time stamp
- green: Processing CRM_DNO_PARTNER_1 is started
- red: Rule container does not exist
- red: Actim could not be successfully executed
Any idea why this is acting differently ?
Thanks
Christianhi,
It might be because of the buffer synchronization problem , you can try executing the program
HRBCI_ATTRIBUTES_BUFFER_UPDATE
in se 38 and see whether the responsiblites that you created are getting updated.Its because of the master data change and some time it take a longer time to get updated in the database .
Goodluck ,hope this is gets resolved
from,
Varghese -
With SP16-17 we can't create support message from satellite system anymore
hello,
We have implemented the support package 16 and 17 SAPKITL427 in solution manager last week-end and since then all satellite systems can not create support message anymore.
The process is perfectly working in solman itself and we don't think we have thus a process customizing issue here but who knows...
The key user creates the message with the help -> create support message
and when he saves it (clicking the mailbox button) he gets the following error
Error in Local Message System: Function not available Message was Not
Created
In fact the error Message is BCOS088
We debugged the function BCOS_CREATE_MSG and we found out that the function
DNO_OW_CREATE_NOTIFICATION is returning error code 1.
We checked out RFC connection and it looks ok
There is no dumps in ST22, no error in SLG1 in both system...a nightmare
The notification SLF1 is created in solman but the status field of the notification is empty and it looks that the record is somehow corrupted because you can't modify it with dnotifwl.
Due to the fact that the notification is not correctly created the support message is also not created.
SAP and our solman consultant are working on it since 2 days but don't have a clue. Maybe some program where no regenerated correctly ?
If you would have any idea in which direction to look, i would greatly appreciate
thanks a lot
best regards Xavierhi Rohit,
on the satellit I have the following versions
SAP_BASIS 700 0012 SAPKB70012 SAP Basis Component
SAP_ABA 700 0012 SAPKA70012 Cross-Application Component
PI_BASIS 2005_1_700 0012 SAPKIPYJ7C PI_BASIS 2005_1_700
ST-PI 2005_1_700 0006 SAPKITLQI6 SAP Solution Tools Plug-In
SAP_BW 700 0013 SAPKW70013 SAP NetWeaver BI 7.0
SAP_AP 700 0009 SAPKNA7009 SAP Application Platform
SAP_HR 600 0018 SAPKE60018 Human Resources
SAP_APPL 600 0010 SAPKH60010 Logistics and Accounting
EA-IPPE 400 0010 SAPKGPID10 SAP iPPE
EA-APPL 600 0010 SAPKGPAD10 SAP Enterprise Extension PLM, SCM, Financials
EA-DFPS 600 0010 SAPKGPDD10 SAP Enterprise Extension Defense Forces & Public Security
EA-HR 600 0018 SAPKGPHD18 SAP Enterprise Extension HR
EA-FINSERV 600 0010 SAPKGPFD10 SAP Enterprise Extension Financial Services
FINBASIS 600 0010 SAPK-60010INFINBASIS Fin. Basis
EA-PS 600 0010 SAPKGPPD10 SAP Enterprise Extension Public Services
EA-RETAIL 600 0010 SAPKGPRD10 SAP Enterprise Extension Retail
EA-GLTRADE 600 0010 SAPKGPGD10 SAP Enterprise Extension Global Trade
IS-PS-CA 600 0010 SAPK-60010INISPSCA IS-PUBLIC SECTOR CONTRACT ACCOUNTING
IS-OIL 600 0010 SAPK-60010INISOIL IS-OIL
IS-M 600 0010 SAPK-60010INISM SAP MEDIA
IS-H 600 0010 SAPK-60010INISH SAP Healthcare
IS-CWM 600 0010 SAPK-60010INISCWM Industry Solution Catch Weight Management
INSURANCE 600 0010 SAPK-60010ININSURANC SAP Insurance
FI-CAX 600 0010 SAPK-60010INFICAX FI-CA Extended
FI-CA 600 0010 SAPK-60010INFICA FI-CA
ERECRUIT 600 0010 SAPK-60010INERECRUIT E-Recruiting
ECC-DIMP 600 0010 SAPK-60010INECCDIMP DIMP
IS-UT 600 0010 SAPK-60010INISUT SAP Utilities/Telecommunication
SEM-BW 600 0010 SAPKGS6010 SEM-BW: Strategic Enterprise Management
LSOFE 600 0010 SAPK-60010INLSOFE SAP Learning Solution Front-End
ST-A/PI 01K_ECC600 0000 - Application Servicetools for ECC 600
APICON 1470000000 0000 - APICON GmbH, Interface Add ON
thank you Xavier -
Can we Set the Default SAP Component while Creating Support Message
Hi Friends,
I Have got requirement like, when we create the support desk message from any application system by default the sap component should get selected which we have determined in Solman.Our Business secnario is too complex user give create the support message without giving the Sap Component or they give wrong sap Component, so we want to set the sap component get selected by default while creating the support desk message, guide me in solving this issue.
Regards
CharanI think your logic is reversed. I think it's better to let users create messages from the application areas from which they are having the problem. Based on the standard SAP component which defaults into the component field, the ticket can be routed to one of your 20 teams. This is where the agent detemination rule for support team can be configured. There are a number of message on the forum regarding support team configuration. This way, if your 20 teams can't solve the problem (for example SAP defect) then the message can be forwarded directly to SAP using the correct component. Good luck.
-
The system can't find support team when support message create
Dear experts,
The system can't find support team when support message create.
It show the error that
"<u>The action definition SLFN0001_ADVANCED_SMDIAG has not been assigned a merging technology</u> "
and "<u>the action merging cannot be executed</u>."
Did anyone know how to solve this problem?
Thanks in advanceHey pavienee,
Let me inform you that the action defination SLFN0001_ADVANCED_FIND_PARTNER is responsible for finding the right support team, this is valid if you make relevant settings by assigning partners in ib52 ti the ibase component.
The action log SLFN0001_ADVANCED_SMDIAG has nothing to do with support team determination.... This action is meant for Solman diagnositics.
Please Reward points for usefull answer and revert for any clartifications.
Regards,
Anand.. -
Create Support Message via ESS
Hi,
I have come up with one new requirement to create support message from ESS.
I have found one BSP application DSWP_CREATE_MSG for same and attached
It in portal. Now the problem is, when message is created SOLD-TO-PARTY, Reported By
Are not getting populated, even Ibase is not getting populated.
I have mapped user with BP also.
When same user creates support message from R/3 its works all fine.
Please help me in this matter..
Edited by: SHREE WADEKAR on May 29, 2009 3:19 PMHi SHREE WADEKAR,
Did you find solution for this issue?
We encounter the same issue.
Can you please share the solution?
Thanks in Advance.
Regards
Sanjai
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