Different Transactions or Reports to find Support Messages.

Hi,
What are the different transactions available in SAP Solution Manager 4.0 SR1 system thorugh which we can get the support desk message listing depending on our requirements.
e.g.
support message list as per the module
support message list as per the error message
support message created by an users
support message solved by user
etc...
right now i am using crm_dno_monitor transactions to monitor & update the support message status.
Thanks,
Avinash

under CRM_DNO_MONITOR you can create a filter and save it as a variant, which can then be stored in a transaction. These transactions can in turn be assigned to roles.
You can create variants using the Selection Monitor (CRM_DNO_MONITOR).
Define the criteria in the Transaction Monitor, such as where priority = 1 and subject = system issue.
Then choose from the menu: Goto > Variants > Save as variant
Give it a name and click Save,
Go to Transaction SE93:
Create a new transaction code
Select the transaction with parameters (parameter transaction)
Specify the transaction field, enter "Start_Report" and set "Skip entry screen"
For GUI support, select all options
Specify the following parameters:
D_SREPOVARI-REPORT = CRM_DNO_SERVICE_MONITOR
D_SREPOVARI-VARIANT = Name of the previously created variant
D_SREPOVARI-NOSELSCRN = "X"

Similar Messages

Default value for Sold to Party and Reported By with Support Message

I have customized the service desk scenario and went through the entire service desk implementation guide part I blog that talks about the partner setup.
When I create a support message through the service desk scenario (under help) in the satellite system it does default the sold-to-party and the reported by person in the resulting document.
When I create a support message in Solution Manager out of DSWP or SOLAR02 it does as well.
However when I create the support message out of Solution Manager under help it does NOT default the sold to party and reported by, and I always have to correct that in the document later on.
Has anyone experienced this before and can tell me why this happened. Obviously has something to do with setting up the partner in Solution Manager, but I do not understand how it can work for the Satellite system but not in Solution Manager itself.
Thanks
Paul

> Has anyone experienced this before and can tell me why this happened. Obviously has something to do with setting up the partner in Solution Manager, but I do not understand how it can work for the Satellite system but not in Solution Manager itself.
Did you generate BP entries for the SolMan system itself?
Markus

Creating support message field reported by doesn't fill

Hi colleagues,
When I create a support message field reported by doesn't fill automatically.
I think that I've completed all required steps in order these fields were filled automatically. Fields sold-to party and support team are filled automatically, they work ok.
The steps that I've checked:
- The support message is created successfully from satellite message(SID=DES_01). The user which creates this message is zprueba5 exists with profiles: SAP_ALL, SAP_NEW at the satellite system.
-In the solution manager system(SID=SMG), transaction ib52 for the satellite system is filled with partners: employee responsible, sold-to party and system administrator.
- In the solution manager system(SID=SMG), zprueba5 exists with profiles: SAP_ALL, SAP_NEW.
- Transaction bp, zprueba5 user contains BP roles: Business Partner, Employee, Bill-To Party, Financial Services and at the tab "Identification":
External BP Number: SMG 010 ZPRUEBA5
ID Type     Description                         Identification number
CRM001    External System Identifier   DES_01 0020281686 100 ZPRUEBA5
CRM001    External System Identifier   SMG 0020276689 010 ZPRUEBA5
So, In the solution manager system(SID=SMG), crm_dno_monitor transaction when I open the support message just created from satellite system, I have an error because reported by field isn't filled.
Please could you help me?
Thanks and Regards
Raul Aguilar

Hi Nikhil,
At this message I'm going to reply your last two replies.
1.- You typed me "In ib52 select both the system simultaneously and then go to->parner and assign proper bp no for the respective partner function. You need to do it for every system may be users are same.
I hope you have maintained proper access sequence i.e. via ibase."
For each SAP System that I've defined at SAP Solution Manager, at ib52 transaction I've defined the three roles that IMG activity documentation types:
        Assign business partners with the following functions to the new iBase component systems:
            Administrator
            Key User
            Sold-to Party
SAP Solution Manager Implementation Guide->SAP Solution Manager(SP 17)->Configuration->Basic Settings->Standard Configuration of Basic Settings->Solution Manager->iBase->Assign Business Partners to iBase Components ->transaction Change iBase (IB52), enter in field Installed Base '1' and I select the SAP System->Goto -> Partner
      Function                                        Partner
    00000014 Employee Responsible     298
    00000001 Sold-To Party                  295
    SLFN0001 System Administrator      295
2.- You typed me "Select you partner determination procedure and double click on "User interface setting" here select appropriate partner functions and assign all of them in ibase as I said in above reply.
You must not be getting reported by partner function. Take out System administrator. Motivate by assigning points."
My Partner Determ. Proc. is SLFN0001, so I double click on User interface setting like you explained me, adn now appears:
Header Screen:
Sequence and Functions for (main) Partner Displayed
Partner Function1 00000001 Sold-To Party (CRM)
Partner Function2 SLFN0002 Reported by (CRM)
Partner Function3 SLFN0003 Support Team (CRM)
Partner Function4 SLFN0004 Message Processor (CRM)
But now I don't understand if at ib52 transaction I've to add any role or if from "User interface setting" I've to delete any Partner Function. Could you detail me when you type "You must not be getting reported by partner function. Take out System administrator", please?
Regards,
Raul .

How to find Document flow / Relationships to a support message

Hi Friends,
I am new to Solution manager. I would like to know how to find Document flow of a Support message.
For example I have a Support message, there are few Change requests and tasks linked to it. This can be viewed from CRMD_ORDER transaction (Where used list button / Document flow), preceding documents and related documents.
Is there any function module or table where I find the link between these different transaction types or atleast any report!
Thanks in advance

Hello Sesagiri,
Can you explain the process to link support message with change requests and tasks.
pls help me.
Regards,
Babu

Service Desk: Can't find Support Team when creat.message in satellite syste

Hi all,
strange thing:
In service desk I customized the partner determination rule for the support team with the rule AC13200137.
(In the rule pretty much everything is filled with * )
a) when creating a message via transaction NOTIF_CREATE within solman itself, the support team can be determined without any problems.
b) when creating a message in a satellite system via ->Help ->Create Support Message, the message gets created in the solution manager, but the support team could not be determined.
In the action log for "when message is created, find
support team responsible" the protocol is red.
Details of the log:
- green: Date and time stamp
- green: Processing CRM_DNO_PARTNER_1 is started
- red: Rule container does not exist
- red: Actim could not be successfully executed
Any idea why this is acting differently ?
Thanks
Christian

hi,
It might be because of the buffer synchronization problem , you can try executing the program
HRBCI_ATTRIBUTES_BUFFER_UPDATE
in se 38 and see whether the responsiblites that you created are getting updated.Its because of the master data change and some time it take a longer time to get updated in the database .
Goodluck ,hope this is gets resolved
from,
Varghese

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

Support Message from satelite system: Reported By field blank only from BI

Hi,
I have configured the Incident Management for solman 7.1 with SP12. I am using the transaction type ZMIN that is a copy of SMIN.
In our landscape are two satelite systems: BI and ECC
When I create a message from managed/satellite system via HELP>Create Support Message, it comes to Solman the field "Reported By" is not filled automatically if I created the message from BI. The Creation from ECC works fine: the field "Reported By" is filled automatically.
The system data is fetched up correctly and it includes the system info, component code and all details. Even the Support Team Determination with BRF+ is working fine.
Not successful actions to solve the problem:
- I tried some access sequences in Partner Determination for "Reported By":
     - Preceeding Document -> Reporter -> Current User
     - User
- Checked IB52
- Checked DNO_CUST04
     No_User_CHECK; No Existence Check for User; field value:X
- Checked BP (Generated with BP_GEN):
     identification in BP seems correct (I added created/expiry date manually)
- Checked BCOS_CUST.
- Checked Read RFC.
Has someone an idea what the problem could be?
Thank You for your effort in advance,
Beda

Hi,
1) Under identification tab in external BP no. put details as
<Server short name>space<client>space<search term
(which you have maintained in address tab or employee no.
of that user in satellite system)>
2) In ID type put CRM001
3) Under identification put details as <Server short
name>space<installation no.>space<client>space<search
term (which you have maintained in address tab or
employee no. of that user in satellite system)>
4)Go to trns. BP>select BP role as "Employee"> Indentification tab--> Maintain user name same as user id of employee in satellite system or serch term you maintained while creating BP.
Try this. Reward the points for useful answer.
Regards,
Niks

Solman 40: When message is created, find support team responsible

Hi ,
I have problem in SOLMAN 40 - service desk implementation.
When my message arrive from the satellite systems on the solman, and when I go to check messge with the transaction CRM_DNO_MONITOR i can see the following error message associated to the satellite systems support mess:
"When message is created, find support team responsible"
or deeper in the log :
"Processing CRM_DNO_PARTNER_1 Is Started
Incorrect parameter transfer ()
Action could not be successfully executed"
I have checked my determination rule CRM_DNO_1 with tr PFAC and everything seems to be ok . !?
Before I sent the message from the satellite systems I had created rules(CRM_DNO_1) for BC team SAP component BC, FI Team SAP Component FI , and1'st level of support SAP component from A* to Z* , with the corresponding priorities.
Would you be so kind and tell me what to check/do/read next?
rgds
BM

Hi,
Check pages 15 - 19 [in this document|https://websmp105.sap-ag.de/~sapdownload/011000358700001197002005E/Addtional_Information.pdf]. This will solve your problem.
Feel free to revert back.
--Ragu

Report support message activity

Hi,
I am looking for a report to trace activities of a support message, but can't figure out how to find one. I want to select a support message and see its log (date - user - modification etc). Could you recommend me a report, pls?
Best regards,
Ádá

Hello,
I am not sure if it is what you are looking for, but in a support message editing screen, if you go to Extras -> Change Documents, you can see who changed the message since its creation.
I hope this information helps.
Best regards,
Miguel Ariñ

Unable to find the sended message from create support message in solman.

Hello everybody,
I had installed the Solution manager and IDES server.
I have configure the Maintenance Optimizer, Now I am able to send the
support message from the IDES.
But Now where to find or serach the message in solution manager ?
or need to be configure service desk?
Please suggest me step by step configuration to check the sended message.
Thanks

hi
>
ganesh borase wrote:
> I have configure the Maintenance Optimizer, Now I am able to send the
> support message from the IDES.
> Thanks
sorry nt clear from your above statement, you configured maintenance optimzer for download supprot packages. do you want to configure support messages functiionality?
Can you please clarify your requirement?
Thanks,
Jansi

Service desk-Support Messages-"Reported by" not getting updated

Hi gurus,
In a support message when we create message from satellite system. System is not captuing automatically the "Reported by" field.(BP number of the creator).
Can you pl guide me, is there any missing setting to capture this "Reported By" field.
Thanks in advance.

Hello,
Execute tcode SPPFCADM.....
There you have to select DNO_NOTIF Application.... scrolll down to get this application.....
Now after selecting that application, click on "Define action profile and actions" tab.....
Now you will get 2 actions profiles there....
Select action profile SLFN0001_STANDARD_DNO...
This action profile has two actions....
Select action SLFN0001_STANDARD_DNO_CRM....
In this Settings method call tab, select Change Processing parameter, there add....
Element/Name/Short Description as --> PARTNER_FCT_CREATOR
Structure--> CRMD_PARTNER
Field--> PARTNER_FCT
Under initial value tab enter SLFN0002. Save your settings and check it by creating new message.
Regards,
Nikhil

Report to Find different between PCR & Schemas

hi guru's,
Can Any tell me the Report to Find different between PCR & Schemas in Two Clients,(For examle from 4.7 to 6.0)
Regards,
Bala

Hi Bala,
The following link will help you.
PCR and SCHEMAS
Thanks & Regards,
Sandip Biswas

Report to find relation transaction - Solman 7.1

Hello Sap Solution Manager Experts,
Is there any transaction or report to view the associated relation/message? In other words, given the message number 8*344, i should be in position to see that two messages namely 8*474 and 8*473 are linked to the message 8*344.
Thanks and kind regards,
Yovish.

Hi Victor,
Please look into this thread:
Registering solution with sap from solution manager 7.1 for golive
This will show you the navigational path.
Divyanshu

Report for Support Message, Change Request and Change in one overview?

Is there a report that shows the relation between the support message, change request and the change in one overview? I am already aware of the Change Management Reporting via SOLAR_EVAL, but this does not show the whole document flow in one overview.
The incident message processors want to have a quick overview of the status of the changes that are created on the basis of the support message.
If there is no report, could you point me in the right direction... Do I have to create a query or are you using BW for service desk/charm reporting?

Hi
chk te sap note
[Note 1466131 - ChaRM Reporting: Performance of data update|https://websmp130.sap-ag.de/sap(bD1lbiZjPTAwMQ==)/bc/bsp/spn/sapnotes/index2.htm?numm=1466131]
jansi

The system can't find support team when support message create

Dear experts,
The system can't find support team when support message create.
It show the error that
"<u>The action definition SLFN0001_ADVANCED_SMDIAG has not been assigned a merging technology</u> "
and "<u>the action merging cannot be executed</u>."
Did anyone know how to solve this problem?
Thanks in advance

Hey pavienee,
Let me inform you that the action defination SLFN0001_ADVANCED_FIND_PARTNER is responsible for finding the right support team, this is valid if you make relevant settings by assigning partners in ib52 ti the ibase component.
The action log SLFN0001_ADVANCED_SMDIAG has nothing to do with support team determination.... This action is meant for Solman diagnositics.
Please Reward points for usefull answer and revert for any clartifications.
Regards,
Anand..

Different Transactions or Reports to find Support Messages.

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