Create Support Messages in Solution Manager

Hello,
Can you please tell me the basic and easy steps for creating Support Messages in Solution manager.
I am using Following link for the same.
http://help.sap.com/saphelp_sm32/helpdata/en/29/fc811d62c24906b71f395ec8558cd7/content.htm
but i am not able to understand the steps from No. 4. When i click on "New" button i gor an error saying that "Exception condition "CUSTOMIZING_MISSING" raised."
Please guide.
I think the version of the Solution manager on which i m working is different from that of the version for which is documentation is prepared.
Thanks in advance,
Prashant

Hello Prashanth,
You, the Solution Manager version could be different than the version which help.sap.com describes. However, may I know which user and its authorizations you are using to create Support Message? Because, authorizations plays most important role.
Please go through the following links.
SAP Solution Manager Roles
http://help.sap.com/saphelp_sm40/helpdata/en/f9/35023b6b33162ee10000000a11402f/content.htm
First steps to work with Change Request Management scenario
First steps to work with Change Request Management scenario in SAP Solution Manager 7.0
Managing Changes with the SAP Solution Manager
https://www.sdn.sap.com/irj/sdn/go/portal/prtroot/docs/library/uuid/5d29d690-0201-0010-2f9f-a0f957dee385
Hope the above info is helpful.
Regards,
Satish.

Similar Messages

Error submitting a support message to Solution Manager

I get an error when try to submitting a message to solution manager via portal. Can anyone explain why this error occur.
An exception occurred while processing a request for :
iView : pcd:portal_content/com.bc.SuperRoles/com.bc.role.solutionmanager/com.bc.rolefolder/com.bc.iview.solman
Component Name : com.sap.portal.epsolman.EPSolman
The exception was logged. Inform your system administrator..
Exception id: 12:56_22/03/05_0012
See the details for the exception ID in the log file

Hi Ramesh. We are facing the same problems at a customer. Did you ever get an answer to your problem:
Error submitting a support message to Solution Manager
Posted: Mar 22, 2005 1:59 PM Reply E-mail this post
I get an error when try to submitting a message to solution manager via portal. Can anyone explain why this error occur.
An exception occurred while processing a request for :
iView : pcd:portal_content/com.bc.SuperRoles/com.bc.role.solutionmanager/com.bc.rolefolder/com.bc.iview.solman
Component Name : com.sap.portal.epsolman.EPSolman
The exception was logged. Inform your system administrator..
Exception id: 12:56_22/03/05_0012
See the details for the exception ID in the log file
Kind regards Thomas

Howto Close support message in Solution Manager

Hello,
Iu2019m installing and setting up the Service Desk on my Solution Monitoring system.
Iu2019m able now to create a support message in my satellite system with menu action u201CHelp  Create Support Messageu201D. The message is put in the queue and could be edited in the tr-Solution_Manager under the Item u201CService Desk  Messagesu201D. When I open a message Iu2019m able to change the status of the message form u201CNewu201D to u201C in progressu201D etc. but the item u201CConfirmedu201D is always gray!
Could anyone explain to me how I or the end user could confirm thesupport message?
I couldnu2019t find a detailed description about the process flow only a global one.
Thanks for the information.
Kind regards,
Richard Meijn

Hi Meijn,
Already solved? If no, check the following customizing.
In SPRO, SAP Solution Manager -> Scenario-Specific Settings -> Service Desk -> Service Desk -> Status Profile -> Change Status Profile for User Status, then choose status profile "SLFN0001" or your customized profile.
"Lowest status no." and "Highest status no." shows which status it can be changed to.
For example, in the following case, you can not change the status from NEW to Confirmed. Also, you can not change it from WIP to NEW. In such cases, target status which you can not change to will be shown as gray in status list.
Status Text low high
10   NEW 10 20
20...WIP    20 40
30...
40   Confirmed 40 40
I hope this could help...
Kobayashi

How to send support message in solution manager?

Dear All:
I need a guilde or document can show me how to configure the service desk in solution manager ...like how to set up a support team and how to send the sopport mesage to SAP and role setting
thanks
Regards
Jack Lee

Dear Expert:
I tried to finished these document below:
Service Desk: Support team determination
/people/dolores.correa/blog/2007/10/06/service-desk-support-team-determination
Service Desk Implementation Guide
/people/bruyneel.guillaume/blog/2008/05/02/service-desk-implementation-guide-part-i
/people/bruyneel.guillaume/blog/2008/06/13/service-desk-implementation-guide-part-ii
but I found out that there were something different with my solution manager,
my solution manager is version 7.
is there any other documents can clearly guide me how to set up the service desk service on solution manager 7?
actually i'm not get the whole picture of the concept.
and i still can't send out the message to SAP~@@
Regards
Jack Lee

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

Create support message

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,
Venkat

Hello 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

Create messages on Solutions manager system it self.

Hi ,
On our customer solutions manager system we don't have access to directly log messages via the solutions manager itself, but from the customers ECC (SAP production system)
When we select Help --> Create support message, we get the error "You dont have authorization to create a support message".
Would any one know how this restriction is made where you restrict users from logging messages directly on SM.
Its it a standard role with authorisation. If so please advise the role.
Thank you & regards,
Harshini.

Dear Harshini,
I dont know if in solution manager additonally a authorization is needed maybe you can ask one colleague by open a ticket under component SV-SMG* . For Service Marketplace your user id must have the authorization object" create sap customer message".
Best wishes,
Dragana Manojlovic
SMP TECH Senior Support Consultant II | AGS Primary Support | Global Support Center Austria
SAP Österreich GmbH | Lassallestrasse 7b | A-1021 Vienna | Austria

How to create a New ' Support Team ' in Solution manager Service desk

Hi ,
How we can create new entries for ' Support Team ' in solution manager Service desk . Please provide me your great suggestions , thanks
Regards
Vivek

Hello Vivek,
I am assuming that you have created BP for users. In this case right click on position assign Owner(Business partner).
user under that BP is automatically recognized.
If you not created BP then you have to activate the integration between business partners and employees by setting the switch HRALX/PBPON to 'ON'
read the document available at spro>sap solman imp guide>CRM>Master data>Business Partner-->Integration bP-org mgmt->setup integration with org mgmt.
also read the blog in my previous post.
Hope this helps.
Regards,
Shyam.

How to check the messages in solution manager?

hai experts !
how to check the messages in solution manager?
in which transaction do we see them?

Hi Kiran,
From what I gather from your brief question, you are perhaps looking for CRM_DNO_MONITOR that would display all queries created from Satellite/SolMan system itself, as support messages.
If you are looking for Notifications underlying those messages, please look for DNOTIFWL.
For more specific answers, please provide more description of what you are looking for.
Trust this helps.
Regards,
Srini

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

Wrong number range in ECC Message creation in "Create Support message " tab

Dear All,
While creating the support message in any R3 server (ECC,BW etc.) system by clicking
help->create support message option in main menu tab.
The message number sequence changes from existing to new saequence.
The initial sequence is 9999011940 but the current sequence generated
by system is 1549. We had updated our R3 system with SAP_APPL component
stack to 17. This changed sequence is happening after patch upgrade.
Thanks in advance.
Regds
Ravi Kant Arya
+91 9818880902

Hi Ravi,
Did you also patch your SOLMAN system ?
I believe this is controlled by number range object CRM_SERVIC in your solution manager. Check OSS note 903528 (particularily the section around the resetting of the number range object)
Regards.
Ruchit.

How to create Support Message in Solaman

Dear All,
I know how to create message in satellite system and configuration required for that but now my requirement is to create message in solman only and then further process the same as usual. How can I do that.
NOTIF_CREATE is the transaction code for that but it ask for lot of details to create ticket. Can I create ticket form Help--->Create Support Message? Do I need to maintain table BCOS_CUST in solaman? What else configuration is needed to be done?
Regards,
Nikhil

Hi Nikhil,
There can be many reasons for 513 error.
Please check the following steps in you systems:
Check the number range assignment for SLF1 in transaction dno_cust01.
Check for ur authorization of SAP_SUPPDESK_CREATE to create the messages.
Go to transaction DNO_CUST04. Select the field NO_USER_CHECK, and check the "filed value". should be X
Confirm Ur entries in Service Desk destinations in the Solution Manager System. OSS_MSG must exist
Regards,
Sunny

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

Create Support Message from external system

HI experts,
I would like to change the Create Support Message screen(Menu->Help->Create Support Message) and add three fields namely: Category, Subject and Solution Number because currently these fields are not populated in the Service desk if I create message in this way unlike in using NOTIF_CREATE tcode where there are selection fields for these.
Also, I'm creating the support message from an external SAP system and the messsage is sent to the Solution Manager system. The NOTIF_CREATE tcode does not exist in the external system as well as the whole package DSWP.
Please let me know you rthoughts on this.
Thanks
Eric

Hi 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

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 Xavier

hi 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

Create Support Messages in Solution Manager

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