Hiding Application Component -Support message creation F4 help

Hi,
How to hide the component 'Access Controls GRC-AC' in F4 help while creating support message .
Regards
PK

Hello Oliver,
I see it as when i have an entry in fixed values as DEN, i can search it with D, i get the value in F4. When i try with X, i get F4 with no values. Probably you are right i am using NW 70, in that it caould be a bug in NW 700, could not check that yet
Regards
Senon

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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.

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Support message creation using "BAPI_NOTIFICATION_CREATE" standard BAPI

Hello Experts,
I am a ABAPer making use of "BAPI_NOTIFICATION_CREATE", for creation of support desk message in SOLMAN 4.0 . The problems that i am facing , when i create message using this BAPI are,
1)By default the notification type is taken as 'SLFN',though i pass 'SLF1' as my input parameter to BAPI.WHY is this happening?
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3)Support Team value is getting picked up in the partners tab of Transaction data in support desk screen.
4)I would like to ADD ATTACHMENTS also ? where should i pass this parameter ?
Other than this i am getting the rest of the feilds,in the message created
If some one has worked with this standard BAPI pls send me the details of the input parameters that i have to pass for the message creation and give solution for my problem ASAP.
If there are any SAP notes or blogs that are related to this,pls send me those details also, its a urgent requirement.
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Was this resolved? I am having same issue I need to get the Description and Attachements fixed, Any help is appreciated, Thanks

Configuration in Solman and Satellite system for Support message creation ?

Hi ,
I want to send a support message to solman from the ( help menu -> create support message )
of my satellite system.
any one tell me the settings that i have to make in both the sattelite system and the solman for sending a support message.

Hi,
the necessary steps are described in Solution Manager IMG documentation.
Also you can find that information in the web blogs in this forum.
In a nutshell:
- activate Service Desk in Solution Manager (incl. BC-Sets)
- maintain System Landscape, RFCs and iBase
- create key users (business partners)
- maintain number ranges
- assign roles
- maintain table BCOS_CUST in satellite system
You should just follow the corresponding customizing steps in tx: SPRO.
/cheers

Support Message creation in Satellite System should trigger ZLFN not SLFN

Hi Experts!
I guess (hope) this is a rather simple question but I just can not find the right section in SPRO.
We made a lot of customizing regarding Change Requests and Change Documents (made copies of SDCR and SDMJ). The Support Message (SLFN) has been left unchanged (except copy rules to create ZDCR instead of SDCR)
Soon it might be necessary to change SLFN regarding (adding more Partner Functions and such) so I would like to make a copy to ZLFN and have Solution Manager create ZLFN instead of SLFN when a Support Message is created in satellite system.
Could anyone please tell where to make this setting? Just can not find the right section in customizing!
Thanks a lot.
/cheers

Hi Christian,
Thanks for updating your post.
Could you please confirm the following:
The Transaction Type used in Support Messages created from SolMan is diferent from the Transaction Type used when a message is composed from Satellite Systems ?
Can you please list any additional details missed out in that thread.
Warm regards,
Srini

Customize Application Component Structure for Support Messages Workcenter

Is it possible to customize the application component structure for creation of support messages via Incident Workcenter (meaning adding own entries to the structure)?
Cheers,
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Hi Andy Rohr
Its always possible. We did our Custom application for Service desk Using Work Centers. We have copied existing SLFN content to ZLFN done changes as per the requirement.
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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.
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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.
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Eric

In Support Message T-Code Details and Screen Number details missing

Hi,
We have configured Service Desk in our landscape. When any message is raised through Service Desk we can track the message through CRM_DNO_MONITOR but when we double click the message to see the message details we go to Transaction Tab but here in the Overview Tab we could not see the details regarding Transaction Code details and Screen Number Details for the Support Message.
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One thing I have had trouble with is the authorizations for the user in the RFC destination in BCOS_CUST of your satellite system; give that user SAP_ALL temporarily in your SolMan system and try to send again. Also, just to be sure make sure the user on the satellite system creating the ticket as SAP_ALL on that system. Then of course remove SAP_ALL.
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Hello Experts,
                    I am a ABAP Developer , as mentioned in subject, my part is to Create support desk message in solution manager,through external Emails like outlook Express . To do this task i am in need of more information about some componenets which are used in solution manager support desk Message.
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2) What if the ibasecomponent is mentioned as a defaut value ' 24 ' ( i.e is the ibasecomponent for solution manager - support desk ) ?
3) To track the system from which the message is created , is ibase required or the SAP component will give those information?
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Hello Mohana,
Let see if I can explain this well:
1) What is the use of Ibasecomponent in Message Creation?
When you define a Solution in the SOLMAN, you need to update your Ibase
Edit->Initial Data transfer for Ibase
This create a tree structure in the ibase IB52, as you can see in the attachment.
You get a componet number for SID-Client
You can configure the SOLMAN in a way that when a message arrives from
<System ID> <Installation Number> <Client> <User Name>
this is what solman knows from a message comming from a satellite, them you
know directly from which component/ibase the message has been received.
This is important data, the component/ibase, for reporting issue, for assigning this component to a sold-to-party (being in IB52, left tree, select a system and go to Goto->Partner you can assign a Sold-to party BP there for example)
2) What if the ibasecomponent is mentioned as a defaut value ' 24 '
By default the SOLMAN system has a Intalled base 01 already created for being used and maintained "automatically":
being in dswp, solution : Edit->Initial Data transfer for Ibase
If not you msut maintain the ibase manually from IB52, this is also possible.
The Ibase 01 is a prconfigured iBase for being used for the SOLMAN application.
Tink that the SOLMAN system is built up a CRM system, so the IBase is CRM matter. SOLMAN is only using some CRM applications to build the Service Desk scenario for example.
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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

How to change web screen for Creation of SAP Support Message.

Hi Experts
I need assistance on the following, I need to change the web screen for Creation of SAP Support Message to the user's requirements.
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Web Dynpro Component: AGS_WORK_INCIDENT_CREATE
Window Info: MAIN
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Hi
Is there other solutions?
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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.
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+91 9818880902

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Did you also patch your SOLMAN system ?
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Regards.
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Hiding Application Component -Support message creation F4 help

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