In service desk functionality action "sent to SAP" is creating problem

I have established a service desk functionality and everything is working fine except action "sent to SAP", I am using solution manager 7.0 and I have made the entry in AISUSER maintenance view in tcode AISUSER and also maintained the RFC connection SAP-OSS and its working fine but when am changing status of a ticket by executing action " sent to SAP" in a ticket and saving it, it is throwing a information pop up saying " SAP customer number unknown for installation number 0020XXXXXX ", which is the installation number of system from where ticket is posted say XYZ system. Please help me out.

Similar Messages

Service Desk: error in Sent to SAP configuration

Hi All,
I am trying to confugure Send to SAP option in service desk solution manger 7.0 SPS 17.
I am following SAP Note 1247502 for the same. But at the 3rd step i stucked as i am not getting method AISDK_SP_SEND_SAP in our solution manager system.
3. Call transaction SE19. Select 'Classic BAdI'. In the 'Implementation'field, enter AI_SDK_SP_PPF . Under 'Defined filters', add the method AISDK_SP_SEND_SAP and save this.
Can anyone please help me out in this.
Thanks,
Bhanu Pratap Singh

Bhanu,
Have you completed first two steps? Because 3rd step is dependent of first 2 steps.
You have to deactive this BAdI - AI_SDK_SP_PPF implementation as per step 2.
Then only you can able to add the method AISDK_SP_SEND_SAP as per step 3rd step.
You have activate the BAdI- AI_SDK_SP_PPF implementation again after adding this AISDK_SP_SEND_SAP method.
I followed these steps. I was able to add the method AISDK_SP_SEND_SAP .
Regards,
Sanjai

Support Desk Message is Sent to SAP; But the status is not updated

Hi All,
We have Solution Manager 7.0 SP15 with Windows Server and Oracle.
Service Desk is configured.
One user has reported a problem from satellite system.
It arrived to Service Desk of Solution Manager.
The support team message processor changed the status to "In Process"
and asked sapadmin user(who can forward messages to SAP) to forward this message to SAP.
sapadmin user(SAP-OSS) has performed the action "Send Message to SAP" successfully.
But the status of the message is still "In Process". It didn't change to "Sent to SAP".
Question is:
1. Where and How to check the message is really sent to SAP or not?
2. Why the status is not changed to SAP? Is anything needs to be done yet?
I have checked this thread and performed the actions. But still it doesn't work.
Send support message to SAP, don't refresh info at service desk
Regards,
Sanjai

Rohit,
Thanks.
I have implemented this note.
I get different error now when the user try to do the action "Send Message to SAP".
The error is: "You do not have authourization to send notification to SAP".
The user has the following roles:
Z:M_SAP_SM_SOLUTION_ALL
Z:M_SAP_SOCM_IT_OPERATOR
Z:M_SAP_SOCM_REQUESTER
Z:M_SAP_SUPPDESK_ADMIN
Z:M_SAP_SUPPDESK_CREATE
Z:M_SAP_SV_FDB_NOTIF_BC_ADMIN
Z:M_SAP_SV_SOLUTION_MANAGER
Z:SAP_MAINT_OPT_ADMIN
SAP Note 1140822 resolved this issue.
We are able to forward the message to SAP.
Regards
Sanjai

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

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

Service Desk: Support team determination - Action Logs error

Hello experts,
I have customized the service desk functionality in Solman 7.0 EHP1 according to SAP help and the various (very helpful blogs from sdn). When I create a message from satelite system the "Support Team" field is already filled with the correct business partner, but when I look into the ACTIONS tab I see the following error message (red light) "Find support team responsible, when message is created". In the processing log I have the following entries:
"Processing CRM_DNO_PARTNER_1 Is Started"
"Action could not be successfully executed".
Additional no Email is sent to the BP SUpport team even I have customized it accourding to the blog from Tammy Powlas "Service Desk Support Team E-mail Notification".
When I open the created message in change mode and save the message (without any changes), then the email is sent correctly.
Can anyone give me a hint, what I did wrong.
Thanks in advance,
Thomas

Hi Thomas,
When the PDF is generated during the creation of the message, some information is not yet available to the smartform program, so most of the fields are not filled. In order to have the complete PDF, you have to send the e-mail after the document is completely created, which means using the processing time "Processing when saved" (and then you have to open the message and save), or via Job using the Processing time "Processing using selection report", and scheduling the job as mentioned by Cristiano. In this case no e-mail will be created immediately as you wish (I did not use "sent immediately" , but "created immediately", because it also depends on your SCOT job which will send the e-mail). In my case I did not need to send in the e-mail details such as System ID, SAP Component and System details to the Support team, only the message number, priority and description.
If you decide to schedule the job, create a variant as explained by Cristiano. Enter the Application CRMD_ORDER, Action profile, Action definition if you want to specify which action or actions you want to execute (if you only want to schedule the job for your email to support team action, put this action definition here), Promotion status "0", keep empty field Processing type (do not put INT for e-mail), and select Processing Time "Processing using selection report". Keep dates in blank. Set "Processing without dialog" on. It's very important that you configure your action to be executed via report, as I said in the beginning, otherwise the job will not work and you will have the "0 actions have been selected" message. Also schedule your job periodically with a very short interval if you have many messages created each hour. It also depends on your SCOT configuration. The CRM action job will only send the e-mails to the queue.
The business partner assigned to the user that holds the position below the org unit should be entered in the message processor field, but this should not cause any error in the action that determines the Support Team business partner, as this field is correctly determined. Did you configure any other action or BADI to fulfill the message processor automatically? The standard SLFN0001_ADVANCED_FIND_PARTNER action as far as I know will not do it. I have Solution Manager 7.0 with SP25 and I don't have any error message in the FIND_PARTNER action, it is all green.
If you did not create yet any action or BADI implementation for the message processor, and if you have only one business partner (person) assigned to your support team, as you described (one Org Unit, with one position and one member), you can do the following:
- Go to the Access Sequences definition and copy access sequence 0009 (organizational data: employee for an org. unit). In the Individual Accesses change the Source from Department to Support Team.
- Go to the partner determination procedure and for the SLFN0004 select the access sequence just created.
This access sequence uses Rule AC10000258 to determine the business partner Employee of an Org Unit.
Try to create a new message and check if it works. This rule does not work if you have many members below one support team.
You may also check SAP note [1041455|https://websmp130.sap-ag.de/sap%28bD1lbiZjPTAwMQ==%29/bc/bsp/spn/sapnotes/index2.htm?numm=1041455].
Regards,
Raquel
Edited by: Raquel Cunha on Mar 3, 2011 4:30 PM

SAP Attributes of Service Desk in Solution Manager

Dear all,
We are using the Service Desk functionality of Solution Manager to create issues out of the satellite systems directly in SolMan.
When opening a SolMan msg, navigating to 'Transaction Data > SAP Attributes', you have a field called 'System Type'.
I'm trying to find out how this field is filled out. I suppose this is done by the satellite system at the moment the msg is send to SolMan.
Already did some investigation:
- in the satellite systems:
t-code: USMM - System Type
t-code: SCC4 - Client Role
- in SolMan:
t-code: IB52 - no system type attribute found in the IBase
We have one system where none of the system type is set to 'Production', but when raising an issue in SolMan system type 'Production' is choosen.
Anybody an idea where this info comes from?
Thanks a lot!
Roel

Hi Roel,
quick answer since I have been trying to find some answers about Service Desk myself.
Anyway, I would double check again the satellite system and make sure that the client you have logged on is the same like in the service desk message. Usually, the IBase number the last 3 digits will tell you, which client it was created in. There might be one client configured in SCC4 as productive client even though it is not a production server. I have that kind of situation with one customer environment. Once the sap router is up and running for this customer system, then I will see, if this actually does happen.
Otherwise, I would not have any ideas either.
Your welcome,
Markus

In solman 4.0 how to send message to SAP through service desk

Dear all,
I have configured service desk functionality, My requirement is from service desk how to send message to SAP.
Regards,
Pavan.

Hi,
Following the steps:
Basic configuration - RFC Connections to SAP
Check if the RFC Connectino SAPOSS is working properly
Check if load distribution group is set to EWA
The RFC Connections:
- SAP-OSS (Send Message to SAP)
- SAP-OSS-LIST-O01 (Update Message from SAP)
will be created automatically by the system with a user which has been assigned
previously.
IMG Path: SAP Web Application Server | SAP Web Application Server | SAP Solution Manager| Basic Settings | SAP Solution Manager System | Connection to SAP | Assign user for forwarding Service Desk Message
With transaction SM59 you can adjust the RFC connections.
- For further information on SAP R/3 Front-end connections, see SAP Notes: 33135, 766505, 24177
- To forward Service Desk notifications and Issues to SAP, you need to assign a user to the SAPNet R/3
Front-end connection to SAP.
Activities:
- 1. From the SAP Solution Manager (transaction SOLUTION_MANAGER), choose (Edit-> Global Settings.
- 2. Choose Display<->Change.
- 3. For SAP Service Marketplace, specify http://service.sap.com as the URL.
- 4. In the Connection to SAP tab, specify SAPOSS as the RFC destination. Note that the entry is casesensitive.
- 5. For User forwading messages, enter a valid user and a password. This user will require all the authorizations for SAPNet R/3 Front-end for your customer number.
- 6. Save your changes.
The system automatically generates the following RFC destinations and assigns the S-User and password you specified: SAP-OSS, SAP-OSS-LIST-O01
Good Lucky!

How to log in to Service Desk to create sample message to SAP?

Dear all,
How to log in to Service Desk under my Solution Manager server to create sample message to SAP under Component: SV-SMG-SUP?
Regards
GN

Hi GN,
You have different options to create messages in test component SV-SMG-SUP-TST:
1. if you are on 7.1 you can create message using CRM_UI
2. If you are using lower vrsion then either you can create message using Workcenter or using transaction NOTIF_CREATE or using menu --> Help --> Create support message.
Thanks
Regards,
Vikram

Service Desk: error while sending message to SAP

Hello Gurus,
I have configured Service Desk in Solution Manager. When i create a message in one of my Satellite Systems the message appears in Solman but when i try ro send the message to SAP i get the following error.
"You do not have authorization to Send or Compare a notification"
The user has SAP_ALL and NEW and the same has been maintained in AISUSER table. After i get the error i executed SU53 but there are no missing authorization.
Can someone please tell me what the problem could be?
Regards
Anil Verma B

Hi,
Apart from the SAPOSS, SAP-OSS, SAP-OSS-LIST-01 rfcs, pls ensure the basic authorizations for solman has been verified and given.
SAP_SUPPDESK_ADMIN
SAP_SUPPDESK_CREATE
SAP_SV_FDB_NOTIF_BC_ADMIN
Please also verify if you had the BADI settings done correctly as per note
1140822 SAP customer number for installation number &1 unkn
Hope this helps.
Cheers
Sh

Solution Manager Service Desk - Status Profile

Dear Experts,
I have implemented External Service Desk message forwarding and its working fine. I can see "Send to External Service Desk" function under the ACTION node and when I choose that and save the message goes to the external SAP Service Desk (VAR).
I have the following questions.
1) I need to create a new status under the status profile SFLN0001 as "Sent to External System". If I do that what should I select as the transaction (business transaction @ the last column when I go though Transaction: CRMBS02).
2) When I forward the message to the external service desk then the Status wont get transferred to the external service desk but everything else goes. What could be the problem ? (Changed status wont get updated once synchronized with the external help desk).
Thanks a lot in advance.
Best Regards
Kushan

Dear Kobayashi,
Can you please help me to understand what you have said little bit more.
I have implemented the note : 1388227
Note talks about manual mapping.
Should i just do a mapping in Alternative Value Mapping (1) for "SAPUserStatus" and "Copy Value" for incoming and Out going ? would that be enough ? I did that in both the SDs but didn't work
how do I do this blow mentioned activities ? could you please help me to understand ? where should I define these mappings ? where do I have to specify this "E0001SLFN0001" ??? could you please elaborate this little more in steps as I'm new to this ?
How should I do this "Prior to the mapping, the value with the ID of the status and the status profile is filled" ???
and also this "The status must also be mapped here in the format <status ID><status profile> (for example, E0001SLFN0001)" ???
from the note 1388227 -
Outbound processing:
The user status is transferred as an additional attribute (parameter IctAdditionalInfos) with the attribute name (AddInfoAttribute) "SAPUserStatus". For this, it has to be included in the value mapping of the external interface. Prior to the mapping, the value with the ID of the status and the status profile is filled (for example, E0001SLFN0001).
Inbound processing:
When the attribute "SAPUserStatus" is transferred and the mapped value is not initial, the user status of the message is set to this value. The status must also be mapped here in the format <status ID><status profile> (for example, E0001SLFN0001).
If a user status is not transferred, or the mapping returns an initial value, the logic described above for setting the status based on the executed operation is carried out.
end of the note 1388227 -
Appreciate if you could kindly help me once again
Thanks and Regards
Kushan

Service Desk Mail - Modify the subject -adding ticket number and descriptio

Hello,
I have activated the automatic sending of email when a new ticket arrives into the Service Desk. I am using the standard notifcation smartform However all the mails arrive in the inbox with the same subject, so no possibility of making a quick identification of the ticket.
I heard that is possible to add additional fields in the subject of the mail using some "&" parameters. However I do not have a clue where to modify and what type of & parameters are available. Is that I need to copy and modify the smart form somewhere??
I appreciate your inputs.
Regards
Esteban Hartzstein

Hi Esteban,
The subject line corresponds to the name of the smart form that you can maintain in the "description" field in the sap form builder. you can add dinamyc parameters to the subject by using the placeholder "&". e.g.: & | Action Required.
On se24, copy the class CL_DOC_PROCESSING_CRM_ORDER into the customer workspace (ZCL_DOC_PROCESSING_CRM_ORDER). then edit it and navigate to line 185 and change the following:
REPLACE '&' WITH ls_orderadm_h-object_id INTO ls_output_options- tdtitle.
Other example to use as subject:
Object ID + Priority + Description
Field description value: &1 | &2 | &3
On the class:
REPLACE '&1' WITH ls_orderadm_h-object_id INTO ls_output_options- tdtitle.
REPLACE '&2' WITH ls_activity_h-priority INTO ls_output_options- tdtitle.
REPLACE '&3' WITH ls_orderadm_h-description INTO ls_output_options- tdtitle.
More information on this on the book: SAP Solution Manager Service Desk - Functionality and Implementation
Hope I can help.
Regards,
Ricardo

Prblem Service Desk configuration in Solution Manager 4.0

Hi All,
Here I have done the configuration of Service Desk in Solution Manager 4.0 by using the document which I have for release 3.2. However I have face some problem in Step Initially create and Assign the Satellite Systems as iBase C and Manually create and Assign the Satellite Systems as iBase Co .So I exclude above mention step. But still I am able to create the support message from Satellite Systems.
So can please let me know whether it will work fine in upcoming time or Do I need to test my Service Desk configuration for same.
Moreover please let me know how to test Service Desk configuration for real time environment.
Following are the step and problem which I face while doing the Service desk configuration.
STEP 1 #Initially Create and Assign the Satellite Systems as iBase C
To be able to use the Service Desk and Change Request scenarios in SAP Solution Manager, you need to define the Installed Base (iBase). An iBase component has to be created for each satellite system from which Service Desk messages will be sent to the SAP Solution Manager system.
The iBase components for the iBase structure SOL_MAN_DATA_REP (installation 1) can be created and assigned either automatically or manually. Note that these components and the assignments can only be created once automatically for every solution. To refresh your existing iBase data execute IMG activity Manually Create and Assign the Satellite Systems as iBase Components.
Requirements:-
You have defined your system landscape in the Solution Manager System Landscapes(transaction SMSY).
Activities:-
1. In transaction SOLUTION_MANAGER, open a solution.
2. Choose Operations -> Service Desk.
3. Choose Edit -> Initial Data Transfer for iBase.
The data is copied automatically. The iBase systems for the solution are automatically assigned to SOL_MAN_DATA_REP (installation "1"). An iBase component is created for each system installation number (which can be displayed by choosing System -> Status).
For each solution repeat these steps.
Problem in STEP1 :- I am not able to check the System  Status.
STEP 2 #Manually Create and Assign the Satellite Systems as iBase Co
In this IMG activity, you define the Installed Base (iBase) manually, i.e. for refreshing existing iBases after solutions have been changed.
An iBase component has to be created for each satellite system from which Service Desk messages will be sent to the SAP Solution Manager system.
Activities:-
1. In transaction Change Installed Base (IB52), use the input help (F4) to find the Installed Base with external ID SOL_MAN_DATA_REP.
2. Continue as follows:
 If SOL_MAN_DATA_REP does not exist:
a) Call transaction Create Installed Base (IB51).
b) Choose iBase Category 01 (Installed Base).
c) Choose Enter.
d) Specify the iBase header data in the iBase section.
e) Specify the external ID SOL_MAN_DATA_REP and enter a short description.
 If SOL_MAN_DATA_REP exists:
a) Choose iBase No. 1 (SOL_MAN_DATA_REP).
b) Choose the SAP WEB AS component.
3. To assign the systems as iBase components, go to the Text item tab.
Three components are included in the standard package.
4. Add all the satellite systems as text items to the table:
o Column Short text: Description of the system
o Column Identification: System ID, space, installation number
5. Save.
After changes have been made to a solution, repeat these steps to update system landscape data for iBase.
Note:-
Every system is only listed once in the iBases. That means a system is not listed in an iBase if it has been listed in another iBase before.
Problem in STEP2:- Here I am not able to find Text item tab as per point 3 .
STEP 3 # Assign Business Partners to iBase Components
You need to assign business partners to the new iBase components.
Activities:-
1. In transaction Change iBase (IB52), choose Goto -> Partner
2. Assign business partners with the following functions to the new iBase component systems:
o Administrator
o Key User
o Sold-to Party
3. Save.
4. Repeat these steps for each iBase component.
Problem in step3 :- In IB52 t-code screen there no any menu path like goto  partner
Thanks a lot,
Harshal

Hi Harshall,
You have to enter the value as 1 in Installed base field and then press enter.
You will be taken inside and then you will be able to see the Goto - Partner screen.
Hope this will help.
Please reward points suitably.
Regards,
Naresh.

Clarification regarding Service Desk

Dear Experts,
We are currently setting up Service Desk functionality for our landscape using Solution Manager 7.0
EhP1.
Following the material available on the SMP, we are now able to create messages within the Solution
Managers(internal support desk) and also in the OSS(Primary Support).
We have a CSS system here internal to SAP to which we raise most of our messages. Please suggest if its possible to configure the service desk such that the messages are sento this CSS system instead
of the Primary support.
Basically, would there be a way to customize the "Send to SAP" action such that it connects to CSS
instead of OSS?
Any suggestion will be appreciated.
Best Regards,
Srikishan

This will answer ur query
/people/bruyneel.guillaume/blog/2008/06/13/service-desk-implementation-guide-part-ii
Regards
Prakhar

In service desk functionality action "sent to SAP" is creating problem

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