Create a Support Desk Message from WEB

Hi All,
I am trying to create a web message from the web.
I am trying the following link:
http://dodsm.domain.com:8081/sap/bc/bsp/sap/dswp_create_msg?sap-client=<001>
I get a login screen into the web application server(webas). when i enter a valid user of the webas, it fails with the folowing message.
Logon failed
What has happened?
Call of URL http://dodsm.domain.com:8081/sap/bc/bsp/sap/dswp_create_msg terminated due to error in logon data.
Note
Logon performed in system SOL.
Logon performed for client <00, user j2ee_admin, and language EN.
Error Code: ICF-LE-http-c:<00-l:E-T:231-C:3-U:5-P:5-L:7
HTTP 401 - Unauthorized
Your SAP Internet Communication Framework Team
Please help. in the above i could see that i have entered the client as <001> where as the error says it is seeing only <00
any authorisation i am missing?

hi,
I want to place a button in the web template of bi 7, so that when the user clicks on the button i want to call bsp appliaction which creates the support desk ticket. so that the user can fill/edit and submit his support request.
Regards,
Shamila

Similar Messages

Set sap Component mandatory while creating the support desk message

Hi,
When create the support desk message from any application sysytem, the sap component get selected automatically but when we create the suppport desk message from the Easy Access the component wiil be blank, so some user create the support message without giving the component. So we want to make the component as mandatory while createing the support desk message from application system and also set mandatory when we create support message in solman.can anybody help me in setting component mandatory.
Regards
charan

Dear Charan,
The logic of setting the SAP Component mandatory is explained in the note 640532.
Kindly use the note to resolve the purpose.
Hope this solution helps.
Regards
Amit

Create support desk message through "Help"

Dear friends,
I am creating support desk message in my Sol Man system through "Help" menu. At that time, system automatically calling transaction type "SLF1".
Now i have created the new transaction type "ZZSL" by copying from SLF1.
Now i want the system to call the new transaction type "ZZSL", when i create a support ticket through "Help".
How to enable this?
Please guide me on this.
Regadrs
Senthil

Dear Anand,
Thank you for the reply. But this one will work, if i create a support desk message through t.code NOTIF_CREATE.
But i am NOT creating the support desk message through the transaction NOTIF_CREATE.
I think you are of aware of creating the support desk message through "Help" menu.
At that time i want to link transaction type "ZZSL".
or..can u give u mail ID ..i will send the screen shots
Senthil

Creating support desk messge from ECC "Help"

Hi Experts,
I am working in SP20 EHP1 of Sol Man.
Kindly provide the configurations & authorizations to be done in ECC system & in Sol Man system to create the support message from ECC "Help" menu.
I have created the ZLFN transaction type (copy of SLFN). When i create the support message in ECC help menu, i need to create the support desk message with "ZLFN" transaction type.
Your valuable inputs required.
Regards
Senthil

Hi Naveen,
Thanks for the SAP note. Can you explain point no:5?
1. The client was not completely created by the copy of Client 001
    I need to check this with basis team
2. The BCOS_CUST table was not maintained correctly
    In BCOS_CUST (In satellite System), i have maintained the following:
    OSS_MSG W SM_DM3CLNT110_BACK CUST620 1.0
3. Missing authorizations for message creation (correct: roles copied from SAP_SV_FDB_NOTIF_BC_CREATE and SAP_SOL_SERVTRANS_CREATE or SAP_SUPPDESK_CREATE)
I am having SAP_ALL authorization in Satellite system. Is these roles to be assigned in Sol Man also?
4. incorrect action profile assigned for the message type SLF1 (correct: SMSD_ABA_MLDG_SERVICEVORGANG or SLFN0001_STANDARD_DNO)
For SLF1, i have assigned the action profile :SLFN0001_STANDARD_DNO. But inside this action profile, i have changed the values like PROCESS_TYPE to "ZLFN" & PARTNER_FCT_CREATOR to "ZLFN0002".
5. Number ranges are not assigned correctly
Can you explain this? For SLF1 & ZLFN , i have maintained "Internal" number ranges.
6. The logical system is not defined
Logical system for Sol Man & Satellite system is created.
7. Modification of the standard settings of the message type SLF1.
I have changed the Text for Priority in SLF1.

Change Msg partner in support desk message

Hi,
I want to change the msg processor in support desk message from webdynpro. Which RFC Function module will be helpful ?
Note : with the following function module we already tried , it is not changing msg processor in solution manager Sup dsk.
crm_order_maintain
crm_order_save
bapi_transaction_commit
Please refer the following code.
FUNCTION zchange_msgpart.
""Local interface:
*" IMPORTING
*"     VALUE(OBJECT_ID) TYPE CRMT_OBJECT_ID OPTIONAL
*"     VALUE(IT_LINES) TYPE COMT_TEXT_LINES_T OPTIONAL
*"     VALUE(I_STATUS) TYPE CRM_J_STATUS OPTIONAL
*"     VALUE(REF_PARTNER_NO) TYPE COMT_PARTNER_NUMBER OPTIONAL
*"     VALUE(PARTNER_NO) TYPE CRMT_PARTNER_NO OPTIONAL
*" EXPORTING
*"     VALUE(ET_EXCEPTION) TYPE CRMT_EXCEPTION_T
*" TABLES
*"      RETURN_N STRUCTURE BAPIRET2 OPTIONAL
Import Parameters for CRM_ORDER_MAINTAIN
DATA : lt_status TYPE crmt_status_comt,
          lt_text    TYPE crmt_text_comt,
          lt_partner TYPE crmt_partner_comt,
          lt_billing TYPE crmt_billing_comt.
changing Parameters for CRM_ORDER_MAINTAIN
Local fields for CRM_ORDER_MAINTAIN
DATA: lv_guid TYPE crmt_object_guid,
lt_object_to_save TYPE crmt_object_guid_tab,
ls_input_fields TYPE crmt_input_field,
ls_status TYPE crmt_status_com,
ls_field_names TYPE crmt_input_field_names,
lt_field_names TYPE crmt_input_field_names_tab,
it_partner TYPE crmt_partner_comt,
ls_partner TYPE crmt_partner_com,
lt_input_fields TYPE crmt_input_field_tab,
l_logkey TYPE crmt_logical_key,
ls_temp_input_fields TYPE crmt_input_field_tab,
ls_billing TYPE crmt_billing_com,
lt_saved_object TYPE crmt_return_objects,
ls_text TYPE crmt_text_com.
Get the GUID for the Transanction no
SELECT SINGLE guid
                INTO lv_guid
                FROM crmd_orderadm_h
                WHERE object_id = object_id.
CHECK sy-subrc EQ 0.
ls_text-ref_guid = lv_guid.
ls_text-ref_kind = 'A'.
ls_text-tdid     = 'SU01'.
ls_text-tdspras = sy-langu.
ls_text-tdstyle = 'SYSTEM'.
ls_text-tdform   = 'SYSTEM'.
ls_text-mode     = 'A'.
APPEND LINES OF it_lines TO ls_text-lines.
APPEND ls_text TO lt_text.
APPEND lv_guid TO lt_object_to_save.
ls_status-ref_guid = lv_guid.
ls_status-ref_kind = 'A'.
ls_status-status = i_status.
ls_status-user_stat_proc = 'ZENT0001'.   "MODIFIED BY SRINIVASULU
ls_status-activate = 'X'.
APPEND ls_status TO lt_status.
ls_input_fields-ref_guid = lv_guid.
ls_input_fields-ref_kind = 'A'.
ls_input_fields-objectname = 'STATUS'.
CONCATENATE ls_status-status ls_status-user_stat_proc INTO l_logkey.
DATA: lf_guidset TYPE crmt_object_guid.
DATA: lf_par_guid TYPE comt_partner_guid.
SELECT SINGLE guid_set FROM crmd_link INTO lf_guidset WHERE guid_hi = lv_guid AND objtype_set = '07'.
SELECT SINGLE partner_guid FROM crmd_partner INTO lf_par_guid WHERE guid = lf_guidset.
for message processor
ls_partner-ref_guid           = lv_guid.
ls_partner-ref_partner_no     = ref_partner_no.
ls_partner-ref_partner_fct    = 'SDSM0004'.
ls_partner-ref_no_type        = 'BP'.
ls_partner-ref_display_type   = 'BP'.
ls_partner-partner_guid       = lf_par_guid.
ls_partner-ref_kind           = 'A'.
ls_partner-ref_partner_handle = '0000'.
ls_partner-kind_of_entry      = 'C'.
ls_partner-partner_fct        = 'SDSM0004' .
ls_partner-partner_no         = partner_no.
ls_partner-display_type       = 'BP'.
ls_partner-no_type            = 'BP'.
ls_partner-mainpartner        = 'X'.
APPEND ls_partner TO it_partner.
ls_input_fields-ref_guid = lv_guid.
ls_input_fields-ref_kind = 'A'.
ls_input_fields-objectname = 'PARTNER'.
CONCATENATE ls_partner-ref_partner_handle ls_partner-ref_partner_fct ls_partner-ref_partner_no
              ls_partner-ref_no_type ls_partner-ref_display_type INTO ls_input_fields-logical_key.
ls_field_names-fieldname = 'DISPLAY_TYPE'.
APPEND ls_field_names TO lt_field_names.
ls_field_names-fieldname = 'NO_TYPE'.
APPEND ls_field_names TO lt_field_names.
ls_field_names-fieldname = 'PARTNER_NO'.
APPEND ls_field_names TO lt_field_names.
APPEND LINES OF lt_field_names TO ls_input_fields-field_names.
APPEND ls_input_fields TO lt_input_fields.
CLEAR : ls_input_fields,lt_field_names[].
MOVE l_logkey TO ls_input_fields-logical_key.
ls_field_names-fieldname = 'ACTIVATE'.
CLEAR : ls_field_names,
          lt_field_names[],
          ls_input_fields,
          ls_temp_input_fields[] .
CALL FUNCTION 'CRM_ORDER_MAINTAIN'
   EXPORTING
      it_text                       = lt_text
IT_SCHEDLIN_I                 =
      it_partner                    = it_partner
      it_status                     = lt_status
      it_billing                    = lt_billing
    CHANGING
      ct_input_fields               = lt_input_fields
   EXCEPTIONS
     error_occurred                = 1
     document_locked               = 2
     no_change_allowed             = 3
     no_authority                  = 4
     OTHERS                        = 5
IF sy-subrc <> 0.
   MESSAGE ID SY-MSGID TYPE SY-MSGTY NUMBER SY-MSGNO
           WITH SY-MSGV1 SY-MSGV2 SY-MSGV3 SY-MSGV4.
ENDIF.
CALL FUNCTION 'ZCRM_ORDER_SAVE'
EXPORTING
    it_objects_to_save         = lt_object_to_save
   IV_UPDATE_TASK_LOCAL       = '-'
   IV_SAVE_FRAME_LOG          = TRUE
   IV_NO_BDOC_SEND            = TRUE
IMPORTING
   ET_SAVED_OBJECTS           = lt_saved_object
   ET_EXCEPTION               = et_exception
ET_OBJECTS_NOT_SAVED       =
CHANGING
CV_LOG_HANDLE              =
EXCEPTIONS
   DOCUMENT_NOT_SAVED         = 1
   OTHERS                     = 2
IF sy-subrc <> 0.
MESSAGE ID SY-MSGID TYPE SY-MSGTY NUMBER SY-MSGNO
        WITH SY-MSGV1 SY-MSGV2 SY-MSGV3 SY-MSGV4.
ENDIF.
CALL FUNCTION 'BAPI_TRANSACTION_COMMIT'.
ENDFUNCTION.
prakash

Hi Jijo,
a better solution may be to create a custom partner function called Main Message Processor and assign it to SLFN. I'm not sure how to flag one as the main any other way.
regards,
Jason

Error 513, no message was created in support desk system BCOS005

Hi All,
After completing the ITSM config on Solution Manager 7.1, I am stuck with the following error when creating message from any of the satellite system, or from SM itself.
"Because of error 513, no message was created in support desk system"
Message no. BCOS005
Error logs from SLG1:
"No message created from SAP message 00xxxxxx 000xxxxx 2013 due to missing IBase"
Transaction: SOLMAN_INCIDENT_UPD
Program:AI_CRM_IM_UPDATE_FROM_SAP
I have already checked various threads and suggested notes including 1522809 / 1741109, but unable to fix the issue.
RFC's between both the systems are working fine. The entry for BCOS_CUST on SM is maintained as
OSS_MSG W NONE CUST 6.2 1.0
The number range for SLF1 is maintained as 01 in TCode DNO_CUST01
I suspect this to be related to IBASE or Number range, but seem to have the correct values maintained as mentioned in above notes. Would appreciate your valuable inputs on this.
Thanks,
Varun

Hi Vivek,
Tried updating the parameter, but no luck
"Because of error 513, no message was created in support desk system"
Message no. BCOS005
Should be something to do with BCOS, can't figure out though.
Any further thoughts?
Regards,
Varun

Error 513, no message was created in Support Desk System

After implementing QAS in sp's 15, when the user wants to create a message from QAS solution manager, get the following error "Because of error 513, no message was created in Support Desk System"
has been revised rfc connections and have no problem because when the user is done with NetWeaver - works perfect basis.
Nor is it because of permissions users have the same roles that were assigned in the other systems DEV and PRD, and when they have no problems sending messages.
I have reviewed the table BCOS_CUST "and is fine. As in other systems.
I am grateful if someone can help me.
Regards

Dear Leonor,
This forum is related to Public Sector Funds Management (budget) issues.
I believe the best for you is to open this thread in the Basis forum. There you will find the experts to help you.
Best Regards,
Vanessa.

From which table is the support desk message picked?

Hi Experts,
In CRM_DNO_MONITOR tcode, i want to know from where support desk message number picking from(from which table).i want where this support desk message number(number range) is maintained in SPRO.
steps i'm working out:
I'm executing CRN_DNO_MONITOR tcode with transaction number, after executing i double click on the details where it will display the details. Going to <b>business transaction</b> and click on create where it will display create business transaction options. Select <b>Support Desk Message</b> and click on create.
In the very next screen, it will display the support desk message number. I want to know from where this support desk message number is picking(table name or settings in spro).
Thanks,
Pawan

Hey pavan,
The tcode for number range maintancance is crmc_nr_ra_service.
Every number range has some number like 01, 02 03 assigned to it..
TO find out which number range your transaction type is using go to : Spro->Customer relationship managemnt->transaction type-> Selct the desired transac tion type and click on details:::
There you can find the number range assignment in field internal number range...
Revert for ny clarifications and plz do forget to reward if this post was usefull..

Error while creating change request via solman support desk message

I have configured CHARM and my change req. is working for urgent correction, I have tested the entire workflow.
however when i try to create a new change req. via support desk message --> create a change request open
I get following error
An action was terminated due to an exceptional situation.
Message no. SOCM_ACTION_LOG 090
Diagnosis
An exception has been triggered in PPF action processing.
System Response
Action processing has been terminated. The status of the transaction is still incorrect.
Procedure
You cannot execute the action until the cause of the error has been removed.
The error messages will be kept until the transaction is next checked for subsequent analysis.
Procedure for System Administration
If necessary, analyze other messages in the application log for the incorrect transaction. To analyze the termination, you can activate the breakpoints in the checkpoint group socm_exception.
Additional Information:
Exception CX_SOCM_PRECONDITION_VIOLATED occurred (program:
CL_HF_HELPER==================CP, include:
CL_HF_HELPER==================CM00A, line: 29).
pls help

Hi Yunus,
Your probably have changed the transaction type SLFN to a the customer namespace Z or Y. If this is the case you MUST also "Define Mapping Rules for Copy Control".
Goto SPRO -> SAP Solution Manager -> Scenario-Specific Settings -> Change Management -> Change Request Management -> Extended Configuration -> Change Transaction -> Change Transaction Types -> Copy Control for Change Request Management -> Define Mapping Rules for Copy Control.
Once at this point in the IMG make a copy of SLFN -> ZLFN. This will resolve your problem.
Kind regards,
Latief

Accessing the service desk message from satellite system

gurus ,
after creating a creating a service desk message to solution manager system via HELP->CREATE SUPPORT MESSAGE ,
how does the message creator from satellite system will view/change the message created by them at late point of time ?

Susin,
the problem is a commonly asked one that I get when I present the Solution Manager to customers. There is always the question: How can the user see the status of the ticket?
From my point of view you can give them access to the worklist but I guess it is really a pain for the user to log on to SolMan and to access the information from there through a complex transaction.
Alternatively to provide the user with access to the ticket system, you could consider sending out an email on (all or only critical) status changes from the system bei assigning an activity to the status change. That might be much easier for the user (and for you).
After looking at and working with work centres I think it would be worth to install the neccesary patch level. It is really beneficial, for the user reporting a problem, as well as for your help desk monitoring their issues.
Since it is a very common question, and Ruediger seems to be close to the source, can you (Ruediger) maybe provide some information how SAP is going to handle that in the future? Is SAP purely focussing on the work centers in Solution Manager, or is SAP planning on a track & trace possibility within the satellite system for the users?
I guess there is no easy solution to your problem, but maybe I was able to provide some ideas how to provide more funtionality.
Cheers
Markus

Support Desk Message - Systems missing

Hi
I have configured all of my systems in SMSY and can use them successfully for CTS etc from Solution Manager.
When creating a new support desk message I want to be able to pick any of the systems in my landscape in the Attributes: System: and Client.
Why is it that all of my systems are not in this list when they are all configured the same in SMSY? I cannot see any reason why some are in the list and others are not.
ALL of my systems appear in the iBase list and can be chosen for the creation of a change request, but they do not ALL appear in the Systems list for creating a support message or for creating a job in the Job manager.
Any ideas welcome.
Regards
Marina
Edited by: Marina Walden on Apr 18, 2011 10:03 AM

Thanks - I had followed the configuration.
I don't really understand what you mean by
"Also ensure the missing systems actually have the stauts "Put in Solution" in the solution they are contained."
When I look in SMSYmy Solution contains all of my logical components, all of the logical components are "active". The Product systems are defined as expected & I cannot see any difference between the ones which appear in the list and those that don't. I cannot see the "put in solution" status you mentioned - is this for the solution, the logical component or the product system?
Edited by: Marina Walden on Apr 18, 2011 4:36 PM

Change the status of a Support Desk Message in Sol. Man.

Hello,
On the Solution manager system I have configured the service desk functionality. So end users are able to create support messages from the satellite systems as well on the solution manager system. For the confirmation of a proposed solution I want to use a workflow which asks the creator if the proposed solution is correct yes or no.
Is there a BAPI or function which change the status of the support desk message? If so how does this BAPI or function work. An example would be great.
Kind regards,
Richard Meijn

decveloped the custom rfc

Support Desk Message Creation in SOLUTION MANAGER through External Emails

Hello Experts,
                    I am a ABAP Developer , as mentioned in subject, my part is to Create support desk message in solution manager,through external Emails like outlook Express . To do this task i am in need of more information about some componenets which are used in solution manager support desk Message.
      My Doubts are,
1) What is the use of Ibasecomponent in Message Creation?
2) What if the ibasecomponent is mentioned as a defaut value ' 24 ' ( i.e is the ibasecomponent for solution manager - support desk ) ?
3) To track the system from which the message is created , is ibase required or the SAP component will give those information?
     If anyone has already worked with this subject, please give me some suggestions ASAP.
Thanks in Advance,
Mohana

Hello Mohana,
Let see if I can explain this well:
1) What is the use of Ibasecomponent in Message Creation?
When you define a Solution in the SOLMAN, you need to update your Ibase
Edit->Initial Data transfer for Ibase
This create a tree structure in the ibase IB52, as you can see in the attachment.
You get a componet number for SID-Client
You can configure the SOLMAN in a way that when a message arrives from
<System ID> <Installation Number> <Client> <User Name>
this is what solman knows from a message comming from a satellite, them you
know directly from which component/ibase the message has been received.
This is important data, the component/ibase, for reporting issue, for assigning this component to a sold-to-party (being in IB52, left tree, select a system and go to Goto->Partner you can assign a Sold-to party BP there for example)
2) What if the ibasecomponent is mentioned as a defaut value ' 24 '
By default the SOLMAN system has a Intalled base 01 already created for being used and maintained "automatically":
being in dswp, solution : Edit->Initial Data transfer for Ibase
If not you msut maintain the ibase manually from IB52, this is also possible.
The Ibase 01 is a prconfigured iBase for being used for the SOLMAN application.
Tink that the SOLMAN system is built up a CRM system, so the IBase is CRM matter. SOLMAN is only using some CRM applications to build the Service Desk scenario for example.
I3) To track the system from which the message is created , is ibase required or the SAP component will give those information?
Ibase is required
Hope this helps,
Dolores

Time updation for Support desk message and business calender working hours

Hi Experts,
I would like to know how to set the time updation of Support desk message in CRM_DNO_MONITOR. After i receive a new message in it, I can see the from timing and to timing (even after changing the status of message) as 00:00:00. Is there any standard job to automatically update the timing of message?
Also i would like to know, how to set the working hours for various days. Lets say i want to set my business hours for Monday from 10am to 6pm and for Tuesday as 9am to 5pm.
Suitable points will be rewarded.
Thanks in advance,
Naresh Dodeja.

Hi,
The reason is "created by me" selects the role "Creator" of a message/notification.
There are three roles "Creator", "Contact" or "Reporter" and "Responsible" or "Processor".
The creator is identified by his user name and the others by their BP-ID.
Therefore using the report "created by me" does not work if your users are defined for BPgen only.
That it works you have additionally to define in BP the role "BUP003 - Employee".
You find in the transaction BP for "BUP003 - Employee" in the tab "identfication" a field "User Name".
If you enter the User-ID the user has in the Solution Manager then it works.
Good look!
Best regards,
Adelbert

What is the concept of Support Desk Message?

Hi,
I have little knowledge about Support Desk Message, but not sure. Can somebody explain me in details or provide notes that can explain what is it and how the functionality is used? I would like to configure it in my solution manager. I need help here with step by step configuration.
Thanks,
I will post points for sure!!

Afi C,
The Service Desk can be used to set up efficient internal support for SAP-related error messages. End users can create error messages and send them to a central support organization working in the SAP Solution Manager. Here, the support employees can use advanced tools to process the error messages and deliver fast problem resolution, for example:
     · Message processing
          ○ Create error messages
          ○ Create internal notes
          ○ Record calls
          ○ Communicate per e-mail, SAPOffice or fax for the status update
          ○ Search for SAP Notes directly in the SAP Service Marketplace
          ○ Inquiry in an internal Solution Database
          ○ Send a message to SAP Support
          ○ Receive an answer from SAP Support
          ○ Implement SAP Notes with the SAP Note Assistant
     · SAP Notes search and automatic implementation of SAP Notes (and dependent Notes) using the SAP Note Assistant
     · Interface between Service Desk and a Third Party Call Tracking System
     · Solution database for knowledge management
You can have more info about SolMan in http://service.sap.com/solutionmanager.
Hope it helps.
Regards,
Raquel Cunha

Create a Support Desk Message from WEB

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