Create Support Message via Help - Limitation for certain people
Hi,
i try to configure my SolMan, so that only a couple of person can create a support message with Help -> Create Support Message.
I look for a role, but can't find anything to solve this issue. Does anyone now what I have to customize, that only people I allow can create a support message in that way?
Thanks in advance
Michael
Thanks for your replies, but this doesn't solve my problem
1) When I don't create a business partner for those people, they can create messages, but then then the filed "message processor" would be empty in SolMan
2) which role do you mean? I tested with a test-user without any role - he can create support messages as well...
regards
Michael
Similar Messages
-
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 -
Send data from "create support messages" via Mail to a ticket system
Hello all,
I'd like to make use of the option "create support messages" directly out of the induvidula SAP systems. This would raise highly the Information our supporters recieve.
As far as I understand there must be an initial setup to get the above mentioned functionaly in an individual SAP system.
The problem is that we do not want to use the SAP Service Center. We have a very effectiv Interface to our current ticket system which scans incomming eMails, evaluates, classivies and routes them.
Due to this I like still to use the "create support messages" directly out of the induvidula SAP systems to gather the information BUT then I like to send all as an eMail to our ticket system.
Has anyone done something like this or has an idea how to set this up? I have heard that this is a not too rar setup but until now I couldn't find someone who actually set this up.
Thanks a lot
MichaelHello Michael,
I found your forum entry and I would like to ask if you have solved this problem? I would also like to implement a third party ticked system with menu - create support message.
Do you have any information or documentation how to do this?
Thanks and kind regards,
Leo -
Create Support Message via BAPI with additional partners
Hi all,
i need to create a support message (slfn) via bapi / function module. The basic creation is no problem with BAPI_NOTIFICATION_CREATE.
But i need to set additional partner(functions) like "approved by" in the support message. With this bapi i can only set the processor and creator of the message.
How can i add additional partners via BAPI call?
Any help would be much appreciated.
DanielHi Daniel,
i do not think there is a standard functionality for this.
you can use function module CRM_DNO_UPDATE_PARTNER to set partner functions to a message. You will have to build your own RFC enabled function module around this, though.
Then you can use it to add your partners after the message was created.
Regards,
Christoph -
Error 513 while creating support message help menu in Solman system.
Hi Expert
I am trying to create support message though help in the Solman system. But i am getting an "error 513 message has not created in the Solution manager system".
- maintained the BCOS_CUST table with RFC - NONE
- have SAP ALL authorisation
- using the transaction type SLFN for support message.
- Check the Action profile for SLF1 and found OK.
- Also refered some notes in the sap and implemented but still i am getting the same error.
Please advice.
Regards
Kumar.HI
Do u have BP existing for ur id in solman
Use BP_GEN to create bp for ur user id
otherwise using BP tcode and check if the identification tab is carrying details for solman system with curent client and userid
Hope it solv ur prb
Regards
Prakhar -
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 -
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 -
How to restrict usage of "Create Support Message" action in Help menu
Dear Experts,
hoping someone can help me to find a solution to this:
in our company we are building a business process so that not everyone should be able to open a new support message under maintenance cycle, but only "Power Users" - we call them BPE for Business Process Experts.
All the rest business comunity should filter their inquiries thru BPE's, and if BPE decides that Support Message is required, then (s)he will use the Create Support Message function under Help main menu.
Is there any way in SAP to restrict usage of "Create Support Message" function to only a group of people (BPE) by security or other means, so that it's invisible (or not executable) by other people ?
Thank you in advance
ElenaHi,
You can restrict the creation of support message thru the Auth Obj CRM_ORD_PR.
Thnx,
Waseem. -
Help-Create Support Message In SAP
Hi,
When iam creating a new message from Help-Create Support Message it is throwing the error message as 513. Can anyone help me in the mentioned issue.
Regards,
Mirza Kaleemulla Baig.Hi Mirza,
Please check the following:
- Check that the users used to create the support desk message has the
following authorizations.
SAP_SUPPDESK_CREATE
- Can you please attach the contents for the table BCOS_CUST in both the
solution manager system and one of your satellite systems.
This table must show this entry at least:
OSS_MSG W NONE CUST620 1.0
- Check also note 1011376
Hope this helps,
Dolores -
HOW create support message ONLY for KEY USER
Hi all,
I just configured my service desk and I wanted to give only the key users the permission to create support messages. But every user have the rights to create a message from the satellite system.
How can I prevent that? Is it possible to hide the option in the menu bar (help - create message) for non-key-users? The key users have the role SAP_SV_FDB_NOTIF_BC_CREATE . non sap users have just standard roles for hr, ...
Thanks in advance!hi,
in the documentation it is written
Create messages from satellite systems with Help ® Create Support Message
SAP_SOL_SERVTRANS_CREATE
Authorization object S_RFC,
profile S_RFC_VERS with the activity Execute for the object SAPSMO*
this is working fine
see link http://help.sap.com/saphelp_sm310/helpdata/en/71/50548566324a7491916585fe73a2b4/content.htm
best regards Xavier -
Sold-To Party and Reported missing when doing Help - Create Support Message
Sorry, I know this has been asked multiple times, but I'm missing something in the responses. The responses I am finding either don't seem to apply to my situation, or aren't detailed enough to explain what I'm supposed to be doing.
Solution Manager 7.0 EhP1 SAPKITL435.
If we try to do a "Help - Create Support Message" from within our production Solution Manager system, the "Reported by" field is correct, but the Sold-To Party is blank.
If we try to do a "Help - Create Support Message" from within our non-production Solution Manager system, both the "Reported by" and Sold-To Party fields are blank.
If we try to do a Help - Create Support Message" from another SAP system whose RFC is pointing to our non-production Solution Manager system, both the "Reported by" and Sold-To Party fields are blank.
I've looked at IB52, as well as the SPRO activities under "Partner Determination Procedure." I think a big part of my problem is that they just don'e make sense to me yet, because I can't figure out what I should be changing.
For example, IB52 looks to me like it only applies if you want to assign something to the same person all the time. Am I missing something there, or is that an answer to a different question?
I also can't figure out if I need to create something new in "Define Access Sequences," or modify something existing, and, if I modify, to what?
Does anyone know where I could find specific instructions for setting this up?Hi Brenda,
Regargind this issue, please check if Sold-To party is maintained for
your system with IB52 in your solman system as the steps below:
SOLUTION MANAGER system
->IB52
->select the system on left hand side
->click on 'goto' on top menu
->Select 'partner'
->Now maintain Sold-To party
Also check below note:
1165357 Sold-to-Party is not assigned to Service Desk messa
As you said ou already assigned then i would request you to please check if you have assigned at the system level or not. Somtimes people define at top of the tree and also at system level. Please assign at system level and delete all other. Most of the times this is the issue Sold-to-party doesnt fill automatically.
For reported by field:
Please check the note: 824640: Customizing missing for Service Desk in Solution
read this note carefull and this will help you fixing the reported by issue.
Please, make sure you have applied the following corrections:
1439191 Incident Create: Message Reporter or Processor is not saved
1486132 Incident Create: Enhance search help of Reporter field
1497700 Work center: Message details not updated after refresh
After this if you still having issue you need to provide more details but i think this will fix the issue.
Thanks
Regards
Vikram -
Urgent SAP Help menu not showing option "Create Support Message"
Hi all,
We are running SAP 4.6c landscape (dev,qa,prd), and have solution manager installed .
Now when i want to create a support messge from any system in my landscape i dont get the option "Create Support Message" in the SAP Help menu, and we create a support message using Help->Feedback option . Is this the correct was or is there any other settings or notes i need to make/apply on my landscape to get this option.
Message was edited by: Kamran EllahiHi guys,
Thanks for your answers... But is it possible to call transaction NOTIF_CREATE from an external system?
I have done something already so that those 3 fields will be automatically populated for a message sent from an external system.
I changed the screen and called FM BAPI_NOTIFICATION_CREATE(a remote enabled FM which is the one being used by transaction NOTIF_CREATE to create a message) inside FM BCOS_SEND_MSG.
I populated the category, subject and solution in the FM export parameters as well as the solution number in the sap data table. I put a destination also..
This FM calls another FM DNO_OW_CREATE_NOTIFICATION which is the one being used from the external system but do not cater the functionality to send the 3 fields that we need.
As you will notice, there are lots of standard objects that I've changed. =)
My problem now is that the system data sent is the same with the system data if you create the message using NOTIF_CREATE. Some system that were sent when a message is sent from an external system is missing but at least the sap system and client ID is sent. There is no external reference number also. But hopefullly, the users will accept it. Can't find any other solution to this.
Thanks,
Eric -
FM to create support message for custom process type other than 'SLFN'
Hi All
Is there any function module or BAPI which will create support message for the custom process type other than SLFN.
BAPI_NOTIFICATION_CREATE is posting only for the process type 'SLFN'
Thanks in advance
Regards
RaviAny ideas?
-
Creating support ticket from help
Dear friends,
When i create a support desk ticket from the help menu in any of the satellite sytems ,the sytem calls the standard transaction type SLFN , i have created my own transaction type which is a copy of the standard SLFN ,how do i create support ticket from help menu which calls my transaction type.
thanks
HarshaDear Fr,
Enter tcode dno_cust04 choose process type and double click it
Enter in the field value the ur ztransaction type.
Now whn you post ur ticket it wil take this transaction type for CRM Message which is ur z...
Remember every time you create a message both SLF1 basis message and CRM message is created and you can check it via document flow button ...in crmd_order tcode.
Please assign pts.
Edited by: Prakhar Saxena on Nov 18, 2008 2:34 PM -
Dear sir,
we are facing problem while creating support message in solution manger and satellite systems.we have done all the basic settings in SPRO and activated EWA.
in the satellite system.it is working fine.But while creating support message we are getting the following error message ERROR IN LOCAL MESSAGE SYSTEM
MESSAGE 009999000014 NOT COMPLETE. in solution manager and satellite system.
we have refer the following notes 824640,838063.please suggest me.
Regards,
VenkatHello Venkat,
If you are in SOLMAN 4.0 SP9 for solving the problem in SOLMAN apply note
1011376.
Which message number did you get in the satellite? please check that the user used in the RFC connection SM_..._BACK in SOLMAN system has roles
SAP_SUPPDESK_CREATE
SAP_SV_FDB_NOTIF_BC_ADMIN
In PFCG make sure that both roles has Authorization and User tabs in green status.
Hope this helps,
Dolores
Maybe you are looking for
-
What Battery model number for MacBook Pro 13, model 7,1
Can anyone confirm the correct battery model needed for a MBP 13" 2010 - model no. 7,1 I just need to order one. But don't have the laptop with me to check. Thanks. Jim.
-
No organizer sync after DM 6 update (no error message)
Hi there, After updating to DM 6 and, at the same time, updating the device software to v5.0.0.1036, I am not able to perform or configure organizer synchronisation any longer. When pressing the "Sync" button, it just says "Select your organizer data
-
Bean problem with creating Adapter Module in NW developer studio
Hi Gurus! I started to develop an adapter module like described in https://www.sdn.sap.com/irj/sdn/go/portal/prtroot/docs/library/uuid/02706f11-0d01-0010-e5ae-ac25e74c4c81 Unfortunatelly, I'm getting error described on page 9 of the document: Bean pr
-
TS1702 what do you do if you get billed for an app you did not purchase?
I received a bill for an app I did not purchase. How do I reconcile this issue with iTunes?
-
Hi sap guru's while creating datasource from view, i have given the application component name, descriptions and the view table name, but i am getting the error saying that only transparent tables and database views can be extracted. how to resolve t