How to give the replay service desk messages

Hi Gurs,
I configured the service desk , now i am able to see the satilite system messgages in crm_dno_monitor , but how can i give the replay to the message please help me .
cheers

Hi Gopal Rao,
As per your Message I came to know that you want to send a reminder / reply to the message creator (Key User) about the Status of the Message he created.
If you are looking for the above then you need to creat a smartform (mail form) and assign to the action definition as smart mail.
In the T.code SPPCADM go to the Application and the action profile - Action definition - E-mail to Msg Creator - Processing Type - Smart Forms Mail form Name: CRM_SLFN_ORDER_SERVICE_01 (Standard) copy the mail for as per your requirements (T.code- SMARTFORMS) do changes and save it and assign in the above said action definition with the condition.
Hope this will address your message.
Regards,
44040

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Cannot "Complete" Service Desk Messages in External System

Hello Solution Manager Experts!
I have an issue where we had two Solution Manager Service Desks and needed to consolidate into one. As part of that exercise, we set up an external service desk relationship between the old service desk (call it SID OLD) and the new service desk (call it SID NEW). When sending the service desk messages from OLD to NEW via the action (Send to External Service Desk) we can only set the status to "Accepted", and the status "Completed" is grayed out for the service desk message that resides in the NEW system. In the NEW system, under the Transaction Details-->Transaction Analysis there an error indicating that the message can only be closed by the external system (OLD). However, in the OLD system, the original message is already set to "Complete", and I am no longer able to do anything with the original service desk message. Even if I make another copy of the message in the OLD system and resend the copy to the NEW system (as status "new"), I still cannot mark the service desk message "Complete". In the OLD system, even of this copy of the service desk message is something other then Complete, I cannot mark it complete and synchronize with the new system. I get an error in the old system that says that "The problem message is locked in external system SM_NEWCLNT030_SERVDESK", which is obviously a reference to the RFC destination for the new external service desk.
How can I go back into the NEW system and change the message to "Complete"? Additionally, even if I could close the message in OLD and synchronize with NEW, I am curious how I would get around this issue if the OLD Solution Manager service desk needed to be decommissioned, and was no longer available, this would still be an issue of closing out service desk messages to a status of "Complete". Is there some kind of program I can run agains certain service desk message numbers which will "break" that relationship with the OLD service desk so I can set those messages that originated in OLD to be "Complete" in NEW?
Any service desk messages that are created directly in NEW can be closed out to "Completed". This is an issue that is only a problem with messages that originated in OLD. I hope this makes sense.
Your input is greatly appreciated.
Thanks!

I found a workaround by going into the status profile in the NEW system, double clicking on the CONF status, changed "To be distributed" to "allowed" and "set". Then I backed up one screen so I could see all my status's; and then in the last column of the CONF status in the column labled "Trans.", I set it to RELE instead of FINI.
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Accessing the service desk message from satellite system

gurus ,
after creating a creating a service desk message to solution manager system via HELP->CREATE SUPPORT MESSAGE ,
how does the message creator from satellite system will view/change the message created by them at late point of time ?

Susin,
the problem is a commonly asked one that I get when I present the Solution Manager to customers. There is always the question: How can the user see the status of the ticket?
From my point of view you can give them access to the worklist but I guess it is really a pain for the user to log on to SolMan and to access the information from there through a complex transaction.
Alternatively to provide the user with access to the ticket system, you could consider sending out an email on (all or only critical) status changes from the system bei assigning an activity to the status change. That might be much easier for the user (and for you).
After looking at and working with work centres I think it would be worth to install the neccesary patch level. It is really beneficial, for the user reporting a problem, as well as for your help desk monitoring their issues.
Since it is a very common question, and Ruediger seems to be close to the source, can you (Ruediger) maybe provide some information how SAP is going to handle that in the future? Is SAP purely focussing on the work centers in Solution Manager, or is SAP planning on a track & trace possibility within the satellite system for the users?
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Dear all,
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GN

Hi GN,
You have different options to create messages in test component SV-SMG-SUP-TST:
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Thanks
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Error creating Service Desk Message in Satellite System

Hi all
We have two satellite system from which I want to create a Support Message. With my current profile/role and can do it from one system and not from the other system. I get "Error in local message system, message xxx not complete". I dont think it is an Authotization fault, but not sure.
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Thanx
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Hi Tina
This was my answer in a previuos thread:
Hi all
I also struggled with this for 2 weeks. But the problem is fixed.
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tr: DNO_CUST04, Go to Detail, Select the field NO_USER_CHECK, "X", this is very important, otherwise you will have to create a username for everyone on the satellite system... far too timeconsuming.
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4) Make sure that you have TRUSTED RFC to and from your Satellite system and Solution Manager.
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How to configure solution manager service desk knowledge base for customer?

Hi Expert,
How to configure u201CSolution Manager Service Desk Knowledge Baseu201D to allow Customer to check on the solution?
Can we make the Solution Database open for the key user? Can we add one link in the workcenter and the customer can search existing solutions before they create message to us?
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regards,
ng chong chuan

>
Chong Chuan Ng wrote:
> How to configure u201CSolution Manager Service Desk Knowledge Baseu201D to allow Customer to check on the solution?
>
> Can we make the Solution Database open for the key user? Can we add one link in the workcenter and the customer can search existing solutions before they create message to us?
Hi,
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Ruediger

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Hi Guru's,
I need help on the flow of service desk in solman 4.0.I have configured the service desk and iam able to send messge from satellite systems to solman.Anybody please tell me after recieving the support message how the message should be processed and what is the flow or how one cycle for a message process should be completed??.its urgent anybody please help me out..

Hi Sanju,
Once the service desk message is raised, you can see that message using CRM_DNO_MONITOR transaction in Solution Manager system.
Click on the link of the message, it will take you to the message. There the status of the message will be "new", "message created by" field will be filled and the "message processor" field need to be selected.
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https://websmp205.sap-ag.de/~form/sapnet?_SHORTKEY=01100035870000633637&
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Dont forget to reward points for useful answers.
best regds,
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Hi digesh,
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Customizing the Subscription-service email message

Hello, just wondering if anyone knows how I could go about customizing the Subscription-Service email message? The current default looks like this:
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Hi,
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My flex project works fine using the below but when I upload my flash file to the server I doesn't work, all the relative paths and files are the same execpt the remote one is a linux server.
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paul.williams wrote:
You are confusing "served from a web-server" with "compiled on a web-server". Served from a web-server means you are downloading a file from the web-server, it does not necessarily mean that the files has been generated / compiled on the server.
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Hi NIshkam ,
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Edited by: Srini24 on May 4, 2010 9:06 AM

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Hi,
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Hi,
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Dear Team ,
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Hi pavan,
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Assign the points ...
Regards
Chandravilas
Edited by: Chandravilas Sonawane on May 14, 2008 12:13 PM
Edited by: Chandravilas Sonawane on May 14, 2008 12:25 PM

How to give the replay service desk messages

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