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.

Similar Messages

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

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

Support desk configuration from portal

Hi all
is anybody configured sending message from support desk in portal to solution manager ?
i followed this link
http://help.sap.com/saphelp_nw04s/helpdata/en/84/91bfddb6c33246a6eae4d483749635/frameset.htm
i am getting 102 jco exeption error but i havent created any jco connection between potal and solution manager .
anybody knows here how the data was transmitted from portal to solution manager.
if possible can somebody points me to some configuration document to do so
Regards,
Vijay.
ps: i had successfully configured support desk scenerio for all the satellite system with abap stacks.

HI
thanks for your reply
i had already done that correction specified by you
The actual problem is with the firewall and after unblocking the firewall now i could able to test my system succesfully in portal landscape but still i could not able to send message from portal to solution manager as it is taking too long time and hanging at the end of transaction.
what could be the reason
any idea?
regards,
Vijay.
ps: i could able to send the message from portal to solution manager .i have still some issues with BP configuration.
Edited by: vijayakumar kanniah mohan on Oct 16, 2008 1:27 PM

Creating support desk ticket based on the result in TCode : STWB_WORK

Hi All,
I am now under the process of TEST Management.
I had done creating and assigning Test Packages to the tester.
When tester tries to test their respective package in STWB_WORK, the result will be success or failure (with errors or warnings)
Now I want to create a support desk message automatically when the result is not success.
I had developed program for creating support message but I am unaware of where to incorporate the program and how to retrieve the values of the error message.
Earlier I planned to have workflow so that when the user executes the test, we can automatically perform support desk message creation.
But the error message is initially shown in the ECC Server and then only updated in SOLMAN.
Please help me to create support ticket automatically.
Thanks in advance
Saman

Hi,
please check function module STAT_OBJECT_EDIT_TW.
It is called when a test case is edited.
You can enhance it at the end. There you have the old status value and the new status value. If the new status value is an error status and not the same as the old status, you can create a support message with your program.
Regards,
Christoph

Creating Support Desk message in Satellite System Priority & Trans.Type

Dear Colleagues,
When we click on Help ->Create Support Message . Create Message screen appears, in this screen we can select the Priorities. I wanted to know where we define these priorities. Is it in Satellite System(R/3 ) or in Solution manager.
After creating the message, it will automatically take SLFN Transaction Type. But I want use Z Transaction type for all support messages. Where i need do the changes.
Regards
PK

Hi PK,
There is an IMG activity for defining a default priority. It work within workcenter and message creation from SolMan. You can test if it works when you create the message from R/3 backend.
Please refer to SAP Note 1362264 - Work Centers: Incident Create default Priority & Category, where the customizing is given (you only need to apply the note if you are using .the workcenters).
Edit : it is likely that the default priority comes from the basis notification when creating message from backend. You can try to change the default priority using the BAdI SBCOS001 in the satellite system.
Best regards,
Stéphane.
Edited by: Stephane BUSTARRET on Mar 9, 2010 4:19 PM

Can I Test the Test Package Created in SolMan Directly from ECC?

Hi,
the test plan and test packages are created in Solution Manager. The Test Packages are comprised of transactions (on ECC).
(The business scenarios and processes are defined in Solar01, ECC is defined as logical component and assigned to every tx, the test case description is uploaded in Solar02,...)
The needed Trusted RFC (to enable the tester to start the tx from within SolMan) is running late, but I can see that STWB_WORK tx is also available in ECC.
Of course - when I open it in ECC (logged on as a test user - defined in test package in SolMan) the test package is empty in ECC.
What kind of connection is there within STWB_WORK in ECC and SolMan?
Can one somehow "transfer" the packages from SM to ECC, so the tester can start to test the transactions from ECC directly?
Is it possible to see the results and status overview in SolMan during and after testing?
Thank you in advance,
cheers,
Nenad

Hi
You getting confused between old ECC test workbench and Solution Manager Test workbench.
Test workbench is present there from r/3 version onwards.
When you are performing testing via solman then you have to use the test packages assign to you in STWB_WORK which has the relevant transaction and doc for you to test
here you upload the test result and update status .Later any PM can generate report for overall testing including entire landscape and not one system.
But remember it has got no connection to ur r/3 workbench
The diff between 2 is...solman test workbench is for entire landscape including BI R/3 ECC any other system ...but in r/3 etc the workbench is alone and obsolete now is used for standalone testing.
Hope it carifies ur doubt completely
Regards
Prakhar

Customer Support Number calling from Mexico Help!!!

Im traveling in Mexico, and need to activate the Data package so I wont have to pay big bucks. Im looking for the telephone number of Verizon custore support. I have looked in the web site and no luck. Please help!!!

You can call *611 from your cell phone, or 800-922-0204 from any phone.

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
Harsha

Dear 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

Support desk queries on solution manager

Hi All
I have few queries on solution manager support desk functionality.
1.Is this the only way to create support desk message HELP-CREATE support desk Message from each individual system??
2.In our scenario,when we are creating the message we would like to assign component( it should be project specific component,not SAP specific component)...How to acieve this??
3.We have a requirement where the message has lot of status and fields and depending on the message processor I would like to control which status or field user should be able to view and work on...how to achieve this??
4.Need the way to send a message to the processor,as soon as his name appear as message processor.
5.I want to track all the persons involved in the message processing,how can I do this??
6.I want to use a different transaction type not the standard SLFN,so what configurations are needed??When I create a message it should automatically take properties of transaction type of newly created one??

Hello Dolores,
first of all thanks for that answer. I read it in the germany documentation help.
Here an extract:
+Anlegen von Support-Meldungen über NOTIF_CREATE
Mit der Transaktion NOTIF_CREATE können Benutzer, die in Satellitensystemen arbeiten, Meldungen anlegen und an den SAP Solution Manager versenden.
Vorgehensweise
Starten Sie Transaktion NOTIF_CREATE.
Geben Sie folgende Werte im Dialogfenster Anlegen einer Support Meldung ein:
Priorität
System/IBase-Komponente
Kurz- und Langtext
Um Anlagen anzuhängen, wählen Sie Registerkarte Anlagen.
Sichern Sie Ihre Eingaben.
Ergebnis
Sie haben eine Support-Meldung angelegt.+
Yesterday I search the internet for a note, but I didn't find one. So I'am happy now.
But now the next problem occurs. My next issue is about the SLD. The system cannot get the data from the satellites. I'am not sure, but I think our SLD isn't perfectly configuried. Do you have an "How To" or something like that?
regards
marc

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

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

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 Ellahi

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

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 Chang

Hi 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

Creating a Report from ECC

Can we create a report directly from ECC (R/3) instead of BW Cude or BW Query using WebI or Crystal Reports??

Thanks for the response.
So, to build report directly from ECC (R/3 Tables), Crystal Report is the solution?? you mentioned about InfoSet also, Is there any steps to create a report using InfoSet??
Regards,
Raju

Creating support desk messge from ECC "Help"

Similar Messages

Maybe you are looking for