Customizing "Create Support Notiffication"

Hi;
On satellite systems when click to Help -> Create Support Message, it calls BCOS_CREATE_MSG.
I want to customize this function. (ZBCOS_CREATE_MSG)
How can I do it?
Thanks in advance.
Adem Bulut

Thank you for your answers.
I want to enhance Create Support Message screen. I want to add additional fields to ask user.
Also I want to do additional actions before send the message. For example add any attachment automatically.
So I want to customize Create Support Message workflow in R3.
Thanks.
Adem Bulut

Similar Messages

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
Ravi

Any ideas?

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

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

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

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

I lost the ability to order and hide site columns if i use custom content type with a custom Create Form

I have a team site collection and I want to add a new App of type Issue Tracking list. so I did the following:-
From the site collection I created a new App of type issue tracking.
Then from the site collection I created a new Content type named “CustomIssue” which has its parent as “Issue” content type.
I went to the Issue tracking list and I changed the default content type from Issue , to the new “CustomeIssue” content type.
I open the site collection using SP designer and I created a new Create form for my Issue tracking list based on the "CustomIssue" content type and I select to have the Create form as the default form when creating an item.
Everything till this point worked well. But when I open the “customIssue” content type , and I re-order the columns and I hide some columns, this was not reflected inside the custom Create form …
although when using the default content type and the default create form you can control the order of the fields and to specify if certain fields hold be hidden inside the Create form.. so can anyone advice on this please?

Hi,
According to your post, my understanding is that you lost the ability to order and hide site columns if i use custom content type with a custom Create Form.
I try to reproduce the issue, the result is the same as yours.
As a workaround, if I modify the custom content type form the site setting, and then change the NewForm as the default form, it will change the column orders.
However, if I use the new created form as the default form, it will remain the original orders.
I recommend that you modify the custom content type form the site setting, and then reset the NewForm as the default form.
The result is as below:
Best Regards,
Linda Li
Linda Li
TechNet Community Support
ok thanks for the explanation ,, but what if i want to change the order and hidde some fields in the future ,, do i have to chnage the defualt create form again ...

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

Create support message in satellite system

Hi,
What are the pre-requisites to configure creating support message in satellite system.
Thanks
Rajesh

Hi,
Follow this blog u can set up ur service desk
mainly it comprises of roles table entry and rfc destination in satellite systems
/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
hope it solves ur problem
Regards
Prakhar

ERROR when Trying to create support message in satellite system

Hi
I have a wired problem.
My user's are opening support message in the solman through the ECC system.
But when a user is open a support message with the component FI he get the following message:
"Error in Local Message System: Component FI does not exist: Check your entry Message was Not Created"
I'm working with ECC6 and SOLAMN 4.
Why I can't generate support message with the component "FI" ?
Please advice
Best regards
Lior Grinberg

Hi
SAP Component is FIN Financials not FI that is why I thnk u r getting an error.
Normal process is
Whenever your user will post any message from any Transactions of FI module in ECC they goto help->create support message
This will automatically fill the SAP Component
Secondly if they are posting from initial logon screen they can choose the value by pressing F4 in SAP component field
Hope it solves ur problem
Regards
Prakhar

How to change in NOTIF_CREATE - Create Support Notification

Hi
I want to add the following thing in the NOTIF_CREATE
1. Person Responsible-when i use to create message in notif_create my name is not appeared in the F4(I have tried in IMG-Service desk-BP ,but my name is not appeared there)
2.How to create new category?
3.How to use E-mail function in Create Support Notification?
Please help me
Regards,
Neni

Hi
Thanks for u answers,
1. I had already created the BP but still my problem is not solved
2. I am geting this problem-choose the key from allowed name space
3.Can you please tell me what i have to do in in Action profiles
Thanks for ur reply
Regards
Neni

Custom created field created using Addon is overlapping in BP Master form

Hi All,
I have developed an addon to create some custom field in Business partner master data form. Every thing is working fine but the issue is that when I am maximizing and minimizing the BP form the custom created fields are overlapping with existing SAP B1 field. i have created this fields as the sample specified in SAP B1 SDK. I am giving the sample code below please rectify me if I have made any mistake.
                   lItem = form.Items.Add("CBWBCUSTGR", SAPbouiCOM.BoFormItemTypes.it_COMBO_BOX);
                    lItem.FromPane = form.Items.Item("222").FromPane;
                    lItem.ToPane = form.Items.Item("222").ToPane;
                    lItem.DisplayDesc = true;
                    lItem.Left = form.Items.Item("222").Left;
                    lItem.Top = form.Items.Item("222").Top + 15;
                    lItem.Width = form.Items.Item("222").Width;
                    lComboBox = (SAPbouiCOM.ComboBox)lItem.Specific;
                    lComboBox.DataBind.SetBound(true, "OCRD", "U_WBCUSTGR");
l                  Item = form.Items.Add("STWBCUSTGR", BoFormItemTypes.it_STATIC);
                    lItem.FromPane = form.Items.Item("223").FromPane;
                    lItem.ToPane = form.Items.Item("223").ToPane;
                    lItem.Left = form.Items.Item("223").Left;
                    lItem.Top = form.Items.Item("223").Top + 15;
                    lItem.Width = form.Items.Item("223").Width;
                    lStaticText = (StaticText)lItem.Specific;
                    lStaticText.Caption = "Web Customer Group";
Thanks and Regards
Utpal Maity

Hi All,
I have tried the solution provided by you by modifying the code as written below but when i am minimizing it the fields are getting overlapped.
      lItem = form.Items.Add("CBWBCUSTGR", SAPbouiCOM.BoFormItemTypes.it_COMBO_BOX);
                    lItem.FromPane = form.Items.Item("222").FromPane;
                    lItem.ToPane = form.Items.Item("222").ToPane;
                    lItem.DisplayDesc = true;
                    lItem.Left = form.Items.Item("222").Left;
                    lItem.Top = form.Items.Item("222").Top + 15;
                    lItem.Width = form.Items.Item("222").Width;
               lItem.LinkTo = "STWBCUSTGR";
                    lComboBox = (SAPbouiCOM.ComboBox)lItem.Specific;
                    lComboBox.DataBind.SetBound(true, "OCRD", "U_WBCUSTGR");
l                  Item = form.Items.Add("STWBCUSTGR", BoFormItemTypes.it_STATIC);
                    lItem.FromPane = form.Items.Item("223").FromPane;
                    lItem.ToPane = form.Items.Item("223").ToPane;
                    lItem.Left = form.Items.Item("223").Left;
                    lItem.Top = form.Items.Item("223").Top + 15;
                    lItem.Width = form.Items.Item("223").Width;
               lItem.LinkTo = "CBWBCUSTGR";
                    lStaticText = (StaticText)lItem.Specific;
                    lStaticText.Caption = "Web Customer Group";
Thanks and Regards
Utpal maity

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
Elena

Hi,
You can restrict the creation of support message thru the Auth Obj CRM_ORD_PR.
Thnx,
Waseem.

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

Add new field in the Create Support Message Popup Screen

Hi Experts,
I need to create Project Code Field in the standard popup screen Create Support Message
Suggest me any Badi or FM or Bapi or Enhancement to create a new field and update the field value to the Support Message created.
Please let me know if this is possible or not?
Thank You,
Sowjanya Sreekrishna

Dear Abhijit
Even after doing PGI, there are some fields which are in editable mode in delivery. For example, in VL02N, if you select "Goto --> Header --> Shipment, you can see fields like Bill of Lading are in editable mode.
If you specify what your requirement is, then probably, a better option can be given.
Thanks
G. Lakshmipathi

Customizing "Create Support Notiffication"

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