EEWB enhancement for Service Desk

We are doing enhancement for solution manager - Service Desk, which is using CRM program.
Our current status is that the extension is working fine for change request and for maintenance optimizer, but not with support message.
We used the following :
EEWB Bus obj : SERVICE TRANSACTION
Extension Type: CUSTOMER_H
We are wondering what EEW business object and Extension type we should use. We suspect that what cause the problem.
Thanks in advance...
Srinivas
Message was edited by:
SRINIVASAN RENGANATHAN

Hello Friend,
I am facing a similar kind of a problen.
Were you able to get through this?
If yes, please share the solution.
Thanks in Advance,
Sumit

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New componant list for service desk in Solution manager.

Hello,
We wanted to customize new componants for service desk. Please let me know is it possible to define new componant list in the Solution manager.
Regards,
Bhavesh

Hello Waseem,
Actually I want to configure a list of Customise component in side solution manager for incident management.( service desk)
when we create ticket in service desk (in Solman) we have to select a component for the respective module( like BASIS, MM , Etc) those are the standard
Components that is given by SAP. I want to change that list and want to put my own list of component in the system.
is it possible to do it in Solution manager? If yes then what sort of configuration required. ?
Thanks in Advance
Regards,
Bhavesh

No users are shown for Service Desk functionality in SOLMAN 4.0

Hello!
I would like to set up the business partners for Service Desk in SAP Solution Manager.
If I choose the solution and execute "Edit --> Create Business partner" for the SAP R/3 4.7 then I get the warning no users are shown under the system.
For the SAP SRM 5.0 I get only one user (SOLMAN<SID><CLNT>), meanwhile I set the data selection to blank.
I also copied the user account of SOLMAN<SID><CLNT> to the user test with no success.
I have assigned the Object S_RFC_ and S_USER_GRP.
The users have also the profile SAP_ALL.
How can this problem be solved?
Thank you very much!
regards
Thom

Thank you very much!
The problem is solved!
Im my case was necessary to apply SAP Note 1055630.
I have assigned the role "SAP_SM_S_USER_GRP" to the user with RFC_READ connection, refreshed the last alert in DSWP and tha is.
regards!
Thom

No users are shown for Service Desk functionality in SOLMAN

Hello!
I would like to set up the business partners for Service Desk in SAP Solution Manager.
If I choose the solution and execute "Edit --> Create Business partner"
no users are shown under the system.
Especially for the SAP R/3 4.7 system it is the case.
If I change the data selection for an earlier time or leave blank, the situation does not change, meanwhile I have enough users in the satellitesystems.
How can this problem be solved? 
Thank you very much!
regards
Thom

Hi,
Answering your question!
Ans. 1. Either user should have SAP_ALL + S_RFC.. it is very important to have S_RFC object. SAP excluded S_RFC from SAP_ALL for the security reason.
or , any user should have authority to create and delete users + S_RFC, S_RFCACL & S_T-CODE.. I just did my setup, so I remember after searching for long long....
Ans. 2. you need the following RFC's for sattelite system;
>>> SM_<SID>CLNT(CLIENT#)_READ
>>> SM_<SID>CLNT(CLIENT#)_TRUSTED
>>> SM_<SID>CLNT(CLIENT#)_TMW
you should see them in solman sm59.... make sure you use proper user with proper OBJECT. other wise, u'll see bunch of dumps every hour.. Let me know if you need any other help!!
Thanks,
I hope this will fix your problem

Tables for Service Desk Org Structure

Dear Colleagues,
Can anybody tell me what is the name of tables for Service Desk Org Stsructure
in ppoma_crm we define all the support teams/ org units. When defined it creates Id also like for example: I have defined MM Support Teams as Org Unit for this the ID is O 50000011.
I need the table name where these deta is saved
Regards
Praveen K
Edited by: PK on Apr 8, 2010 1:41 PM

Hi PK
The data was stored in tables HRP1000 and HRP1001.
Regards Andreas

No users are shown for Service Desk in SOLMAN for satellite systems

Hello!
I would like to set up the business partners for Service Desk in SAP Solution Manager.
If I choose the solution and execute "Edit --> Create Business partner" for the SAP R/3 4.7 then I get the warning no users are shown under the system.
If I log onto the satellite system and make some changes in su01 or pfcg the situation does not change.
How can this problem be solved?
Thank you very much!
regards
Thom

Thank you very much!
The problem is solved!
Im my case was necessary to apply SAP Note 1055630.
I have assigned the role "SAP_SM_S_USER_GRP" to the user with RFC_READ connection, refreshed the last alert in DSWP and tha is.
regards!
Thom

Create new components for service desk

Hi All,
For Service Desk, to use it for non-SAP components, we are planning to create new Z* components. Can some one tell me how to do it? From reading through the messages, I can see that adding entries to tables - dswp_csncomp and dswpcsncomptxt should be able to create the components. When I tried going to SM30 and provided these table names, its not letting me maintain the tables. When i click Maintain, it gives me the message - "The called function with the view/table DSWPCSNCOMPTXT needs a special maintenance dialog which, however, either does not exist at all, or does not exist completely" - Can some one tell me how this can be done - please ?
Thanks!

Hi Jim,
It is sap hierarchy you can't edit it and the thread you are referring to
it is a development they have talked about which i have told you earlier itself but that will create a problem during upgrades and you need to test it everytime after upgrade so you need to check before to go for that development.
Secondly you can go for service desk XT license there is small variation and separate license to be taken and then you can use service desk for NON SAP problem
like printer not working etc
Hope it helps.
Regards
Prakhar

Number range for service desk

hello,
i have some questions regarding number ranges:
which are the default number ranges groups?
what number range should i use for service desk?
thx

Hi Galan,
I'd post the answer but the forum nanny is saying I have posted forbidden words and phrases. Even though it was just a frew quick sentences.
Forum Admins, can we get this thing removed? It's annoying and bever tells you what is flagged.
Jason

Organisation Module for service desk

Dear Folks,
How can I use org structure for service desk?
What is the significance of it in service desk? Does it require for automatic determination of required partner function? Any clarification.
Please help.
Regards,
Nikhil

Hello Nikhil,
I read this thread in context to similar problem I am facing.
I have explained my problem in thread Multiple Message Processors in IB52 for partner determination rule 13200137
I need to define an access sequence which will determine my processor automatically.
So, I thought you will be of some help to me.
Is it possible for you to inform me which access seq you used to resolve your problem?
Because in the last part of the resolution of your thread, the statement " So you assign the partner det proc ...any partner this access seq...then whoever logs in his name will appear here.
If in the access seq you check the box for BP then this BP will appear here." may help me in resolving my issue.
Thanking you in advance for the extended help,
-Deepak Garde
9582533475

Reports For Service desk

Hi experts,
              I would like to know the different kind of report that i can use for service desk reporting .I have used service analysis report directly from the solution_manager transaction,
but was not able to execute it properly,
       regrads,
              Varghese

Hi Varghese,
At the moment, I am using only CRM_DNO_MONITOR.
However, I do hear abot BI reports being possible; I raised a query too, but didn't get a reply.
If you have the time you may like to explore the thread referred in my query [thread|BI Reports for Service Desk - any pointers, insights, experience please!;.
Regards,
Srini

End User Role for Service Desk in Solution Manager

Hey,
I am launching the Service Desk functionality for my End Users. One thing that i want to know of is the role that I should assign my user in Solution Manager to access his message. E.g.
I have a user 'A' who creates a message from any system in my landscape:Test, QA, Dev or Production. Now this message reaches in Solution Manager and is assigned to a certain Support Team according to the rules I defined. Now the personnel of Support Team needs some feedback from the end user who created the message. For that the user 'A' has to log into Solution Manager, access his message and enter the details which the Support Team requested.
I want to know that what Role should i give to this user 'A' so that he is able to access ONLY the messages that he created i.e. "Reported by" field showing user 'A'; and is able to view and edit them.
If I give him the role SAP_SUPPDESK_CREATE and SAP_SUPPDESK_DISPLAY, he is just able to see the messages, all of them, but is not authorized to edit any. Please help me out in this matter as i need a solution asap.
Regards,
Bilal Nazir

Hi Nazir,
Create a role and add this t-code manually.
CRM_DNO_MONITOR - Transaction Monitor
This is will definitely solve your problem.
Feel free to revert back.
Thanks and Regards,
Ragu
ERP,
Suzlon Energy Limted, Pune
Extn: 2638
+919370675797
I have no limits for others sky is only a reason

Smart Form for Service Desk

Hey All
I have a pretty simple question to ask to anyone who has configured Service Desk. Actually i want to send the End User an email whenever the status of the message he created is changed to User Feedback. Am doing it currently with the help of an action. What I am not sure of is which Smart Form is best for this purpose. Currently I am using this :
Form Name: CRM_SLFN_ORDER_SERVICE_01
Processing Class: CL_DOC_PROCESSING_CRM_ORDER
Processing Method: CRM_SRVORDER_EXEC_SMART_FORM
The problem is that the form usually only contains the first description entered in the message. I want it to have complete correspondence ie all the descriptions, reply and solutions that are there in the message.
Regards
Bilal Nazir

Hi Bilal,
We copied the standard Form: CRM_SLFN_ORDER_SERVICE_01 and made some modifications to it to fit our needs. We wanted to display all text types in the description field and to display it in descending order by date and time.
Here's the code that we created:
Create Structure and Table type below:
1. Structure: ZTEXT_HEADER_01
Description: Text header for ZRMD_ORDER
Component Component Type Data type Length Decimal Short text
TDOBJECT TDOBJECT CHAR 10 0 Texts: application object
TDID TDID CHAR 4 0 Text ID
TDTEXT TDTEXT CHAR 30 0 Short text
TDLINE TDLINE CHAR 132 0 Text line
TDFDATE TDFDATE DATS 8 0 Date creat
TDFTIME TDFTIME TIMS 6 0 Time Created
2. Table Type: ZTEXT_HEADER_01_TAB
Short text : Table of Text header for ZRMD_ORDER
Line type: ZTEXT_HEADER_01.
At Global definition:
- Add Variables: (table below)
Variable name Type assignment Associated type Default value
ZGT_TEXT TYPE CRMT_TEXT_WRKT
ZGS_TEXT TYPE CRMT_TEXT_WRK
ZGT_TEXT_HEADER TYPE ZTEXT_HEADER_01_TAB
ZGS_TEXT_HEADER TYPE ZTEXT_HEADER_01
ZTDLINE TYPE TLINE
ZGV_DISABLE_TEXT TYPE C Y
- At the Initialization routine: Add the logics to get the long text right after saved the support message. Store long text into buffer (internal table - GT_TEXT_HEADER) and format it, sort the internal table descending by date and time.
Build the Long text for out put
 data: ZLT_ttxit TYPE TTXIT.
Spread out the text line for this
 refresh: ZGT_TEXT,
 ZGT_TEXT_HEADER.
 ZGT_TEXT[] = gt_text[].
 Delete ZGT_TEXT where ( STXH-TDID = 'SUZZ' OR STXH-TDID = 'ZZ'
 OR STXH-TDID = 'SUSD' OR STXH-TDID = 'SD').
Sort descending by date and time
sort ZGT_TEXT descending by STXH-TDFDATE
 STXH-TDFTIME.
Build the Text header table
loop at ZGT_TEXT into ZGS_TEXT.
 clear ZGS_TEXT_HEADER.
 Text ID
 ZGS_TEXT_HEADER-TDID = ZGS_TEXT-STXH-TDID.
 Text Title
 READ TABLE gt_textid INTO ZLT_ttxit
 WITH KEY TDID = ZGS_TEXT-STXH-TDID.
 IF SY-SUBRC = 0.
 ZGS_TEXT_HEADER-TDTEXT = ZLT_ttxit-TDTEXT.
 ENDIF.
 Time and date
 ZGS_TEXT_HEADER-TDFDATE = ZGS_TEXT-STXH-TDFDATE.
 ZGS_TEXT_HEADER-TDFTIME = ZGS_TEXT-STXH-TDFTIME.
 append ZGS_TEXT_HEADER to ZGT_TEXT_HEADER.
 clear ZGS_TEXT_HEADER.
 Detail:
 loop at ZGS_TEXT-LINES into ZTDLINE.
 ZGS_TEXT_HEADER-TDLINE = ZTDLINE-TDLINE.
 append ZGS_TEXT_HEADER TO ZGT_TEXT_HEADER.
 endloop.
 Make separated line
 clear ZGS_TEXT_HEADER.
 append ZGS_TEXT_HEADER to ZGT_TEXT_HEADER.
endloop.
1.Add component under Main Main Window named NEW_TEXT (New Text for Text Header) to display title: Long texts
2.Add under Main Main Window new loop named NEW_TEXT_HEADER_LOOP (Transaction Header Long Texts) to display long text details for each of difference text ID.
 This loop is using the internal table GT_TEXT_HEADER:
- Print out the Text ID, Date, time changed at the Text:
NEW_TEXT_HEADER_TEXTID_DESC
- Print out the Details of long text at text NEW_TEXT_HEADER_TEXTID_DATA.
3.Skip the old logics of printout of long text by set condition ZGV_DISABLE_TEXT <> Y. At the following component under Main Main Window :
- TEXT_HEADER_LOOP - Transaction Header Long Texts.
- GET_TEXTID_TEXT - Text ID Description.
- TEXT_HEADER_TEXTID_DESC - Text ID Description, Date.
- TEXT_HEADER_TEXTID_DATA - Long Text
- TEXT_HEADER_EMPTY_LINE - Blank Line.
The formatting didn't work properly for the tables in this reply section, it's removing the spaces.
Let me know if it was helpful.
Regards,
Salpi
Note: This documentation/code is delivered as is, and Bombardier Aerospace makes no warranty as to its accuracy or use. Any use of this documentation/code is at the risk of the user.

Delegation of BP/Message processor for service desk message?

Dear All,
How do you i perform the delegation of service desk messages in solution manager ?
Message processor will assign the messages to some other person before he/she goes on leave but what will happen to the newly assigned messages? (Processor is auto determined)
Is there any process thorough which message processor will assign substiute for a particular period ?
(like we normally do in R3 for processing workitems)
I tried to search the forum with the substitute or delegation word but was unable find the relevant thread. So posting a new thread.
Best regards,
Vinod.

Hi digesh,
Service desk and incident management are the same
Yes it is an old functionality and even was working earlier than workcenter
if ur workcenter is not workign no issues just goto BP for the person and then click tab relationships
now choose is replaced by and then bp for the new person who is replacing.
and similarly check or maintain REPLACES old person BP in the relationship tab of bp of the new person.
This is the idea and crux of ur solution which uses BP Relationship functionality
Hope ur prb is solved completely now
Regards
Prakhar

Organization model for service desk

Hello,
I hve configured service desk in solman sps17, and its working fine.
I have one query. in organization model.
i have assigned different teams. but my manager who has been assigned at the top of all team is not able to see any of the tickets raised.
eg . of org model
Company (Org unit)
          Account Manager (Position)
                User
          Support Team (Organizational unit)
                 Lead (Position)
                       User
                 L1 Support team (Org unit)
                       Message Processor (Position)
                                User1
                                User2
                 L2 Support Team (Org Unit)
                      Messg Processor (Posistion)
                                  user1
                                  user2
here every support team member is able to see the ticket assignedx to their team. But SUpport team lead or Account manager is not able to see any tickets.
Is this org structure correct ?
Any suggestions....
Regards,
Shyam.

Hi,
SUpport team lead or Account manager is not able to see any tickets
Is the report CRM_DNO_MONITOR showing blank ALWAYS for their logins?
What were the inputs In CRM_DNO_MONITOR?
Is the User Name filled in the Identification Tab of Employee Role of BP?
Regards,
Rajesh Kumar
Edited by: R Rajesh Kumar on Aug 26, 2009 5:59 PM

IBase / Component for service desk messages

Hi experts,
we implement the service desk and facing the following problem:
if a message is created from a satellite system we would like the fields IBASE/component within the message to be filled during the creation of the message with the right ibase/component as it is defined in trans. IB52 . Instead of that we have zeros in both fields.
Has someone any ideas how to solve this?
Thank you in advance,
Roula

Hi,
You need to generate the ibase components.
Go to tcode : DSWP open your solution --> Edit --> Initial data transfer for ibase
This will generate the ibase components for the systems in that particular solution.
If the old ibase is existing then it will overwrite, duplicate ibases wont be created.
regards
Naveen

EEWB enhancement for Service Desk

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