Incident: ********

MODS PLEASE NOTE.
Ref the above incident report. Love to reply to the email but totally unable to because of the below:
Hello,
We’ve received an email reply from you relating to the incident
reference number shown above, however the email address you sent it
from doesn’t match that of the original enquiry.
If you’re a BT customer and wish to reply to an email from us, please
use the email address you originally used. We’re sorry for this
inconvenience, but it’s necessary to protect your privacy.
Regards
BT Customer Services
So, the response from my own email in response to the incident is..................total hogwash.
Same email, simply yet again another BT screwup!
I did follow the link you gave but is the same webpage as already used to request pin and guess what, that never arrived either. Plus any attempt to use the page results in 'server error' and the above email response from BT yet again.
If any MOD would like to pick this up, it would be appreciated please.
Solved!
Go to Solution.

Hi cherkhan,
I am sorry that this call back never happened. I can see Toni emailed you again on Monday, did you get this email? If so are you able to reply back to it?
Cheers,
OlgaC
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry that we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

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Error when running incident management

Hi,
We have problem with incident management web interface.
When we open support messages "in Process" or others we get error
Some information of error below:
Note
The following error text was processed in the system ESM : Adaptererror in TRANSPARENT_CONTAINER "TCO_LONG_TEXT" of view "AGS
CCINCIDENT_DETAILS.V_PREVIEW": The CS length specification in property"IFUR_NW7_SCROLLCONTAINER~WIDTH" contains invalid characters
The error occurred on the application server sapesm_ESM_20 and in
the work process 0 .
The termination type was: RABAX_STATE
The ABAP call stack was:
Method: RAISE_FOR of program CX_WDR_ADAPTER_EXCEPTION======CP
Method: IF_NW7_VIEW_ELEMENT_ADAPTER~SET_CONTENT of program
/1WDA/C7STANDARD==============CP
Method: IF_NW7_VIEW_ELEMENT_ADAPTER~SET_CONTENT of program
/1WDA/C8STANDARD==============CP
Method: IF_NW7_VIEW_ELEMENT_ADAPTER~SET_CONTENT of program
/1WDA/C8STANDARD==============CP
Method: IF_NW7_VIEW_ELEMENT_ADAPTER~SET_CONTENT of program
/1WDA/C8STANDARD==============CP
Method: IF_NW7_VIEW_ELEMENT_ADAPTER~SET_CONTENT of program
/1WDA/C7STANDARD==============CP
Method: IF_NW7_VIEW_ELEMENT_ADAPTER~SET_CONTENT of program
/1WDA/C8STANDARD==============CP
Method: IF_NW7_VIEW_ELEMENT_ADAPTER~SET_CONTENT of program
/1WDA/C8STANDARD==============CP
Method: IF_NW7_VIEW_ELEMENT_ADAPTER~SET_CONTENT of program
/1WDA/C8STANDARD==============CP
Method: IF_NW7_VIEW_ELEMENT_ADAPTER~SET_CONTENT of program
/1WDA/C7STANDARD==============CP
This happened after we change size of window.
we made a mistake in setting the height.
Any body have a solution for resolve this error?

I would suggest to open a message on component BC-WD-ABAP or SV-SMG-SUP.
Ruediger

How do I use a runbook Activity on an Incident and Runbook Initialize Data activity to sync and get the GUid from the Incident?

I currently have a runbook running every hour to attach Incidents Templates to Problems. I would like to just add a runbook activity to the Incident Template to activate the runbook, and only link that Incident to the problem it needs to be attached to.
I don't know how to set-up my Initialize Data activity in my runbook to load the calling Incidents GUID though.
I'm very new to Orchestrator, so please be detailed in your directions.
The way my runbook works now is, I make my incident templates have the PR # they are for in the Alt Contact Block. My runbook searched for that, and then loads the PR# it has there and creates the relationship between the two, and then deletes that PR# so
it doesnt hit on the next search.
I would like my activity that calls the runbook to pass the Incident GUID to the runbook, so my runbook only has to query the PR# included in the incident, and create the relationship that way.
Thanks for any help you can provide.

This might help:
Working With Relationships in the SCSM Orchestrator Integration Pack
Basically, you'll receive the ID of the runbook automation activity from Service Manager, which you can then use with the Get Object and Get Relationship to get the runbook activity object, then get the incident object related to it. I realize this is confusing,
but there should be more info out there to search on as well. Hope that helps.
Noah Stahl | Automys |
Downloadable Microsoft automation examples and solutions

Error when assigning Service Team to Incident

When trying to assign a service team that I created to an incident I receive the message stating:
Diagnosis
A search help should be executed for a UI partner field with partner function category 0016. For that partner function category a
corrsponding partner function is missing in the partner determination procedure for that transaction.
Therefore the search help view could not be processed.
Procedure
You need to add a partner function with partner function category 0016
to the partner determination procedure that is assigned to the used transaction type.
I have been looking primarily at the this guide, but I don't see anything relating to that function category. I am using SLFN0001 partner determination procedure with the changes specified in the blog.
Service Desk Implementation Guide PART I
-Jon
Edit: Also, I am using SolMan 7.1 and I think the guide is for SolMan 7 or 7.01. Does anyone know if there is a major difference in Service Desk config and function between the two?
Edited by: Jon Morozowski on Mar 2, 2012 5:32 PM

Hi Jon,
Please check following guides for 7.1:
Service Desk Confug Guide:
Please goto:
http://wiki.sdn.sap.com/wiki/display/SAPITSM/ConfigurationandAdminist
rationofITSM
(all in one line)
And select Configuration Guide - Application Incident Management
Security Guide:
https://websmp104.sap-ag.de/~sapidb/011000358700000482312011E.PDF
Business and Authorization Roles:
https://websmp207.sap-ag.de/~sapidb/011000358700000409432011E
Please check this and let me know if you still having an isuse.
thanks
Regards
Vikram

Help in resolving the error - Incident Queue is full

I've been given a 4.2.4 system to look into since the previous admin left some time ago.
I have found we are seeing the following
Error pn datax IncidentXmlNotificationServlet PN-1100: Java message: Error sending XML Notification. Incident Queue is full.
and we no longer get the previously configured XML emailed actions when a rule gets hit.
I have been looking trying to determine what and how needs to be cleared.
Any insight would be appreciated.

Thanks,
Actually that is what I did (reboot) and functionality has returned.
Thanks for suggesting something so obvious that I didn't think about that. I guess I wanted to make the issue and resolution more complex that it needed to be.

Reproducing Incident Form Elements in a Custom Class

Hello again everyone,
I am trying to rollout a completely separate module in SCSM to record MACD (Move/Add/Change/Delete) requests. I decided to use the OOB incident module as my base class as it already contained many fields I require (I inherited the properties
and relationships) and created a new form assembly in Visual Studio to wire the properties to.
After created the form and labels, I imported the .dll into the Authoring Tool so I can just drag out each property from the MP explorer onto the form. Everything works except for the last few fields which are a bit more complex than a standard list or textbox.
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So I went back into Visual Studio and added a ListView to the form, thinking I will have to wire the data bindings inside the form itself. However, I am stuck as I am not sure where "Services" are being written to, as I will need this location
to reference in my empty ListView. I have provided my code and commented where I believe I am missing logic. Thank you in advance for any help!
Note: "servicerelatestoworkitem" is not actually an object, my logic is conceptual and I still have not found which class/object the list of services is being written to.
C# Code containing button logic (an add button to add a service to the ListView, and a delete button to remove a service from the ListView.
private void add_services_button_Click(object sender, RoutedEventArgs e)
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private void del_services_button_Click(object sender, RoutedEventArgs e)
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XAML Code containing the list view and two buttons: (Note: The binding is most likely incorrect, I was just experimenting with it)
<ListView x:Name="AffectedServicesListView" HorizontalAlignment="Left" Height="95" Margin="10,414.6,0,0" VerticalAlignment="Top" Width="521" ItemsSource="{Binding Path=AffectedServicesListView, Mode=Default, UpdateSourceTrigger=PropertyChanged}">
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                            <GridView>
                                <GridViewColumn/>
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                        </ListView.View>
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                    <Button x:Name="add_services_button" Content="" HorizontalAlignment="Left" Margin="470.55,382.749,0,0" VerticalAlignment="Top" Width="27.674" Height="26.851" Click="add_services_button_Click" BorderBrush="{x:Null}">
                        <Button.Background>
                            <ImageBrush ImageSource="add.png"/>
                        </Button.Background>
                    </Button>
                    <Button x:Name="del_services_button" Content="" HorizontalAlignment="Left" Margin="503.224,382.749,0,0" VerticalAlignment="Top" Width="27.776" Height="26.851" Click="del_services_button_Click" BorderBrush="{x:Null}">
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Cardinality is a property of relationships classes, not a property of specific relationships. each type of relationship has it's own cardinality values, but the engine only really recognizes "one" and "many". it makes sense to say that
the "affected user" relationship is many to one, because Each work item can have one and only one affected user, but each users may be the affected user of many work items. The Related work items relationship is a many to many, because each workitem
may be related to many other work items. it doesn't make sense to say this specific relationship between this IR and that user is "many to one", because each instance is only between one specific object and another specific objects. the cardinality
just controls how many of those specific relationships instances can exist for each type of relationship.
There are no out of the box controls for many to many relationships. the Instance Picker control is designed to support one to one and many to one relationships. you'd have to write your own controls for support many to one relationships. Consider Travis
Wright's SR Example for 2010, since most of this code should execute in 2012 and 2012r2 with only minor modifications.
You'd have to either find the control that defines it, like with the history tab, or recreate it using the
authoring tool or
Visual Studio.

Minimum steps required for Change Management and Incident management

Hello experts,
Does anyone have a check list of the absolute minimum steps required for getting Change Management and Incident management functioning in Solution Manager.
I just need it to function with creating changes and incidents and be able to assign them, change their status and close them.
The purpose is to get an idea if this is something for us to use. If we then find it useable, then we will go for a full scale implementation using official guides, education etc.
I just need an absolute minimum guide for demonstrating the functions, and if you guys have any recommendations, things we should pay special attention to or other experiences feel free to tell me.
Thanks in advance.
Regards,
Kenneth

Hi,
There are a number of Blogs in the SDN about Charm and ServiceDesk, explaining first steps and more.
Check these to start:
http://wiki.sdn.sap.com/wiki/display/SM/ChangeRequestManagement
The Complete ChaRM Solution
Change Request Management scenario: Usual questions and known errors
First steps to work with Change Request Management scenario in SAP Solution Manager 7.0
Regards,
Jan

Support Message Status should default to Incident in Solution Manager

Hi Friends
Need your Help!!
I need to change the Priority settings set for the support message in Solution Manager , If a user logs a support message in the ECC system (production) with any priority (low, medium, high, very high etc.) it should default to Incident in Solution manager.
From there the client wants to classify the Priority as per his requirement in Solution Manager.
The current settings are like below
For a Low Priority it is defaulting to Incident
For a Medium Priority it is defaulting to 1: Bug P1-2
For a High priority it is defaulting to 2: Bug P3-4
For a Very High Priority it is defaulting to 3: Bug P5-10
Really appreciate your help, many thanks.
Kind Regards,
Vattikonda.

Hi
thank you for response.
It is the clients requirement to default the priority status to Incident if a support message is created from a managed system (ECC).
for e.g,
An user creates a support message in ECC production client giving the relevant input and he selects the priority as High, this created message should default to Incident in solution manager.
please see how the current settings are from my earlier at the bottom..
Kind Regards,
Sandeep.

How to find out the Number range object for Incident number

How to find out the Number range object for Incident number ?
CCIHT_IAL-IALID
regards,
lavanya

HI, an example.
data: vl_num type i,
      vl_char(6) type c,
      vl_qty type INRI-QUANTITY,
      vl_rc type INRI-RETURNCODE.
CALL FUNCTION 'NUMBER_GET_NEXT'
EXPORTING
    NR_RANGE_NR                   = '01'
    OBJECT                        = 'ZRG0000001'
   QUANTITY                       = '1'
SUBOBJECT                     = ' '
TOYEAR                        = '0000'
IGNORE_BUFFER                 = ' '
IMPORTING
   NUMBER                        = vl_num
   QUANTITY                      = vl_qty
   RETURNCODE                    = vl_rc
EXCEPTIONS
   INTERVAL_NOT_FOUND            = 1
   NUMBER_RANGE_NOT_INTERN       = 2
   OBJECT_NOT_FOUND              = 3
   QUANTITY_IS_0                 = 4
   QUANTITY_IS_NOT_1             = 5
   INTERVAL_OVERFLOW             = 6
   BUFFER_OVERFLOW               = 7
   OTHERS                        = 8
IF SY-SUBRC <> 0.
MESSAGE ID SY-MSGID TYPE SY-MSGTY NUMBER SY-MSGNO
        WITH SY-MSGV1 SY-MSGV2 SY-MSGV3 SY-MSGV4.
ENDIF.
vl_char = vl_num.
write vl_char.
Regard

Configuration of Incident Management in CRM IC Web Client

Hi,
Can anyone give me the procedure for configuring the incident management in IC Web UI and what are the pre-req for configuration
Thanks,

Hi ,
You can try two things:
1. Find a standard business role(in tx crmc_ui_profile) that has the links as you need
2. Create a custom business role by copying from some standard business roles that has all the links you have mentioned and more, then remove unwanted links from the ui profile
You might need to configure the navigation bar profile using transaction crmc_ui_nblinks.
Regards,
Shiromani

Creation of RFC (YMCR) from Incident (ZMIN) fails

Dear experts,
I created an action to automatically create an RFC (YMCR) from an Incident (ZMIN). In the action i assigned the method SOCM_COPY_DOCUMENT in it. Did the copy control to. Now i am getting the error "Details An action was terminated due to an exceptional situation" if i process the action.
But when i create the YMCR transaction through the 'Follow up' button i am getting no errors and transaction YMCR is created.
Has someone came accros this error before? I would really appriciate some advice on this one.
Thanks in advance.
Regards,
Ricky

Hello,
Are you letting the wizard create the RFC's for you?
On the Client tab in SMSY?
Also you assigned S_RFCACL what about S_RFC?
I would ask you to check the logon tab and make sure Current user is not checked.
Also, please review this Note 128447 - Trusted/trusting systems
This should help resolve.
Regards,
Paul

How can you create a new category list and attach it to a new incident template

We intend to create helpdesks for various teams e.g. Facilities, IT, HR etc and allow staff to email separate email addresses via the exchange connector. So incidents get assigned to separate queues categorised via the support group set in the
assigned template used by the connector. I want separate category lists for each template so IT staff don't see Facilities categories etc. This all works apart from having separate Incident classification lists attached to the appropriate template.
Thanks
David

So I suppose I have to do something similar to the blog post below. I assume that if I create a new 'facilities incident' class I can create a distinct category list and attach that to a template without showing the default category list?
Thanks
David
http://blogs.technet.com/cfs-filesystemfile.ashx/__key/telligent-evolution-components-attachments/01-6241-00-00-03-47-72-46/SCSM-Creating-a-user-classification-field-using-the-Authoring-Tool.docx

Add Custom fields in Report Incident Screen in EHSM

Hello experts,
I want to add custom fields like Notification No. and division in Report Incident screen in EHSM.
I have added two fields.
Business Object: EHHSS_INCIDENT
Node: BASIC_INFO_ALL
Structure: INCL_EEW_EHHSS_INC_BINFA_D (added two fields using append structure)
Now how can i link with my screen and how to fetch notification data (standard F4 help)?
and when i save data, where it will save?
Can you guide me with proper steps for it as i am new in it.
Thanks in advance.

Hi Jayvin,
To add the above fields on the screen, open the component configuration of the required screen.
Enhance the same and add the fields from the respective Node.
You did not worry about saving the data, once the fields are placed on the screen it will get save on click of save/ on event of save.
Regards,
Sanket.

Status in incident is NULL when it is created from SC

HI All,
We are experiencing an issue with service catalog.
interface connector: Open a new incident
when we order an item from catalog, interaction is being created along with the related incident. But when i open the related incident, format still remains in IM.Open.incident where as display screen is chaging to apm.edit.problem. After debugging, i come to know that status is set to null instead of open for the related incident. This is working fine for normal interaction to incident relation. Issue lies only with service catalog items. please let us know from where status is being set to open in incidents.
also, recently we have installed src-1.40 in our server. we are facing issues with service portal as well, when we tried to submit a support request or service request we are receiving an error like "could not submit a request".
log entries are as follows:ERROR [http-bio-8080-exec-6] (Log4jTarget.java:45) - Message.General Exception when invoking service 'remoting-service': com.hp.siberia.exception.ServiceException: Could not submit a request
incomingMessage: Flex Message (flex.messaging.messages.RemotingMessage)
Please help me to resolve these issues. Many thanks.....

Hi,
I have the same issue with SRC.140 and SRC 9.32 when requesting SVC items. The issue are probably inside SM.
error msg. Could not submit request
Have you solved yours??
BR/M

Adding a populated field to an incident form

Hi,
hopefully someone here can help me out, I'm looking to add a field to the Incidents form in SCSM 2012, specifically a 'Location' dropdown with a few of our sites already in it and a 'room number' text box.
I'm having trouble getting started with this customisation and the more I read TechNet articles and blog posts the more difficult it seems.
Does anyone have any pointers on how to achieve this?
Thanks.

So there are two things that you need to do to do this. First: add a place to store this information. Second: add controls to the form so those places are exposed for editing.
The first part is more complicated, but not hard. Let's start with some design choices:
i'm assuming these two values are properties of the affected user, rather then the incident? the distinction here is if the location and room number are the location of the user having the issue, or a unique location for this issue. imagine a printer problem,
and bob calls this problem in. should the location field be linked to Bob's office so the analyst can find bob in the building, or should it be blank until bob specifies the room number that the printer is in?
If you want user properties, then the first step would be to
extend the user class (specifically, System.Domain.User) using
the SCSM authoring tool, by adding a ENUM or list property for the location, and a text property for the room number. you'll want to
save and seal this MP, then close the unsealed version and open the sealed version before continuing. If you want the Incident properties, you'll do the same process, only to the incident
class (System.WorkItem.Incident) instead oft he user class.
In regards to the second part, customizing the form: start by creating a second MP to store the form. you'll want to keep the class and form definitions separate, due to some property reference issues if they are in the same MPs. If the location is linked
to the user, then you'll want to follow
this example to create read only fields linked to the user in the new form. If Not, then you'll want to
customize the incident form, and
add a text box and
list control to link your form properties. Either way, save and seal the form MPs and import them both into Service Manager.
Open the forms and check your work. you'll note the dropdown has no entries. you'll want to create a third MP, this time inside SCSM (not the authoring tool) to store the List entries. find the list you created in the authoring tool and
add some entries.
At this point, if you are just storing the information on the incident, then you're done. if you are storing the data on the users, then you'll want to populate this information. you can do this with some automation, like powershell or orchestrator, to get
this data populated from it's original source, say the HR system that assigns offices, or you can customize the user form to expose these properties so your analyst can start populating this data.

"Link Problem" in Incident Form does not seem to work right? How do I do it correctly?

1. The Link Problem tool in the task pane on our Incidents, do not seem to actually link the Incident to the Problem.
2. I can link the two by going to the Problem and adding it on the related items tab, but this is very time consuming in a call center environment, especially during an outage where we are relying a lot more on Problem and root cause analysis.
3. I have tried creating the incident and applying, then doing the Link Problem tool and selecting the problem, then applying again and selecting OK to close the incident. Again it doesn't work for me.
What am I doing wrong, number one?
Can we do this without manually opening the problem for every incident and attaching from there?
3. Can I build an incident template that will automate the Attachment to the problem at creation? (Tried this today to and it wouldn't work, but then again, the Link Problem might again be the culprit) This would be great for real time saving during
an outage. Once outage is found, I could create the template with all the necessary items filled out, and would like to have it automatically attach to the specific problem I choose at template creation, and that way analysts can simply apply template, and
click OK when they get a call related to the outage.

Thanks for the response Thomas!
The functionality seems to work just fine. I use the LINK PROBLEM and it pops up the problem search box, I search for and select a Problem, I then select it and click ok, and I get no error saying the relationship was not created.
The problem is, when I open the problem after that, there is never any relationship showing in related items there, as it says there should be.
Also, to point out, I am talking about newly created Incidents. I tried even using APPLY prior to doing the LINK PROBLEM but it still did not work. I suspect it may be a workflow problem, where the workflow to create the incident has not completed, there
for the relationship is not completed.... and I get no error.
In my work environment, we have analysts during outages taking a call every 30 seconds, and I need a more efficient way for this system to work. As of now, they spend 1-2 minutes doing the ticket, and that is too long.
I have decided to try a newb way, where I created an Incident (GENERIC OUTAGE) that folks can use, and every 15-30 minutes during an outage, I can open the problem and search for open incidents with that title, and attach all that I find from the problem
side. This is assuming that once attached they will not show up in the search to attach the next time lol. Also this assumes that if attached from the problem, they will auto resolve when the problem is resolved.
I am rusty on my programming, and am currently trying to get refreshed. I am sure that would come in handy for this :)
Oh and lastly, one additional tidbit that will make this clearer, with regard to work flow, we re also running our Service Manager in our help desk, virtualized, as they have not upgraded to Win 7 yet :(. So that compiles my time to add ticket issue :(.

Incident: ********

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