Integrate SolMan Support Desk in Portal

Hello everybody,
is it possible to integrate the SolMan's Support Desk into the Netweaver Portal?
If yes, how ? I'd like to integrate the surface and in this way I would need some comments on how to integrate available iviews and how to configure the SSO. I don't want to use the SAP GUI elements. Is there a way to solve it?
Could someone give some advise?
Thx in advance, Max
Edited by: Maximilian Glänzer on Jul 15, 2008 1:48 PM

if you dont like the GUI elements use a BSP app mentioned below:
https://www.sdn.sap.com/irj/sdn/go/portal/prtroot/docs/library/uuid/f064dd7a-f68c-2910-7287-cbc6904024b5
or if you have BI use the below method:
https://www.sdn.sap.com/irj/sdn/go/portal/prtroot/docs/library/uuid/ad0a4b07-0301-0010-5095-ef7615676fc0
hope it helps..

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Error while creating change request via solman support desk message

I have configured CHARM and my change req. is working for urgent correction, I have tested the entire workflow.
however when i try to create a new change req. via support desk message --> create a change request open
I get following error
An action was terminated due to an exceptional situation.
Message no. SOCM_ACTION_LOG 090
Diagnosis
An exception has been triggered in PPF action processing.
System Response
Action processing has been terminated. The status of the transaction is still incorrect.
Procedure
You cannot execute the action until the cause of the error has been removed.
The error messages will be kept until the transaction is next checked for subsequent analysis.
Procedure for System Administration
If necessary, analyze other messages in the application log for the incorrect transaction. To analyze the termination, you can activate the breakpoints in the checkpoint group socm_exception.
Additional Information:
Exception CX_SOCM_PRECONDITION_VIOLATED occurred (program:
CL_HF_HELPER==================CP, include:
CL_HF_HELPER==================CM00A, line: 29).
pls help

Hi Yunus,
Your probably have changed the transaction type SLFN to a the customer namespace Z or Y. If this is the case you MUST also "Define Mapping Rules for Copy Control".
Goto SPRO -> SAP Solution Manager -> Scenario-Specific Settings -> Change Management -> Change Request Management -> Extended Configuration -> Change Transaction -> Change Transaction Types -> Copy Control for Change Request Management -> Define Mapping Rules for Copy Control.
Once at this point in the IMG make a copy of SLFN -> ZLFN. This will resolve your problem.
Kind regards,
Latief

Support desk configuration from portal

Hi all
is anybody configured sending message from support desk in portal to solution manager ?
i followed this link
http://help.sap.com/saphelp_nw04s/helpdata/en/84/91bfddb6c33246a6eae4d483749635/frameset.htm
i am getting 102 jco exeption error but i havent created any jco connection between potal and solution manager .
anybody knows here how the data was transmitted from portal to solution manager.
if possible can somebody points me to some configuration document to do so
Regards,
Vijay.
ps: i had successfully configured support desk scenerio for all the satellite system with abap stacks.

HI
thanks for your reply
i had already done that correction specified by you
The actual problem is with the firewall and after unblocking the firewall now i could able to test my system succesfully in portal landscape but still i could not able to send message from portal to solution manager as it is taking too long time and hanging at the end of transaction.
what could be the reason
any idea?
regards,
Vijay.
ps: i could able to send the message from portal to solution manager .i have still some issues with BP configuration.
Edited by: vijayakumar kanniah mohan on Oct 16, 2008 1:27 PM

Solution Manager : Support Desk Automation in Portal : GP or ABAPworkflow ?

Hi ,
We want to autoamte the Support Desk.
Currently One Person is needed to handle support desk.
- when a request mail comes to support , he(the person who handles support desk) has to create a support desk message, and set the status
-For each reply mail also , he has to update the support desk messge.
So we want to automize the support desk through portal.
-For creating a message, a webdynpro iView will be created.
_ For each user when he logs into the portal, he can view the messages pending with him, and he can act on it.
- For each such action , RFC's will be called to update the solution manager database.
But we are confused about..which workflow should be used? ABAP workflow or GP workflow? Which will perform better?
Can anybody help me to reach a decision?
thanks
Smitha

How about the BSP page? Transaction 'NOTIF_CREATE_BSP'.

BI content for Support Desk (Solman)

Hi all,
     What are the standard infoprovides (Cube and ODS) available for Support desk (solman). Where can i find the BI content for reports, cube for support desk alone.
Thanks in advance.
Regards,
PM

HI,
You can goto Business Content InfoProviders by InfoAreas rtside Customer Relationship ManagementCRM Analytics--Service Analyses.
In the same way you can select for other objects also..ie Query,infoobjects,Infosources...
Mostly these were the ICUBE and ODS used,
Confirmations (Header Data)      0CRM_CNFH
Confirmations (Item Data)      0CRM_CNFI
Data for Service Codes      0CRM_COD
Service Orders: Header Data      0CRM_PROH
Service Orders: Item Data      0CRM_PROI
Service Quotations (Header Data)      0CRM_QUTH
Service Quotations (Item Data)      0CRM_QUTI
Confirmations (Item Data) - Reference Update      0CRM_RUCF
Service Orders: Item Data (Reference Update)      0CRM_RUOI
Service Orders and Confirmations: Item Data      0CRM_PRI
Service Orders and Confirmations: Header Data      0CSRV_C11
<b>Service Orders and Confirmations: Header Data      0CSRVMP07
Service Orders and Confirmations: Item Data      0CSRVMP08</b>
and these 2 were the MProviders used..
Hope this helps you...

Portal - multiple file upload from the Solman support iView

Hi Solman experts
I need to make a modification to the portal solman support iView in order to attach multiples files to a support request (like it is possible to do when creating a OSS message to SAP).
I have tried to look at the configuration but it does not seem that this is possible to customize u2013 is there another application that could be used instead?
Any ideas in how to solve this issue would be appreciated.
Thanks in advance
BR
John Stubbe

Hi,
Please note as per SAPUI5 SDK - Demo Kit
Since version 1.21.0. Please use the control sap.ui.unified.FileUploader of the library sap.ui.unified instead.
Try with sap.ui.unified.FileUploader and check if there are any issues with IE 10/11
Regards,
Chandra

What is system admin- support - Support Desk - portal content directory .

what is System Admin -> Support -> Support Desk ->Portal content directory . why is this used for so that we can get any idea for which it is used, there are object and principal option which is like search criteria.

Hello Jaya,
You can find information about what portal content directory is in the following SAP documentation:
http://help.sap.com/saphelp_nw70ehp2/helpdata/en/45/a8029ecf140039e10000000a11466f/frameset.htm
I hope this helps you.
Regards,
Blanca

Support Desk Integration with Enterprise Portal

Hi Experts,
We have a scenario to Implement Service desk with portal.
can any buddy tell me the procedure to achieve this scenario.
thanks in advance.
BK

Hi
Are you taking about web based service desk
this is standard called workcenters in solution manager
https://websmp210.sap-ag.de/~sapdownload/011000358700000776062009E/Howto_ServiceDesk.pdf
https://websmp210.sap-ag.de/~sapdownload/011000358700000150572007E/How_to_use_IC_WebClient.pdf
Regards
Prakhar

Set sap Component mandatory while creating the support desk message

Hi,
When create the support desk message from any application sysytem, the sap component get selected automatically but when we create the suppport desk message from the Easy Access the component wiil be blank, so some user create the support message without giving the component. So we want to make the component as mandatory while createing the support desk message from application system and also set mandatory when we create support message in solman.can anybody help me in setting component mandatory.
Regards
charan

Dear Charan,
The logic of setting the SAP Component mandatory is explained in the note 640532.
Kindly use the note to resolve the purpose.
Hope this solution helps.
Regards
Amit

Priority issue in Support Desk in Solutionsolution Manager

Hi Guru's
When we create the support Desk Message in solMan or thru any Satellite system, the email will trigger to the Concerned person, But in the Support Desk mail the priority is not appearing,we are using the solution Manager 4.0 ( Upgraded).can Any Guru's Help me out.
Regards
Charan

Check if the below linnk can help you....
Mail to Support Team During the creation of Support Message
It makes anote of a BADI and may be further configuration to this BADI can reach you to the requirment. I personally have not worked on this but would be great if it works out for you.
All the best
Br,
Sri
Award points for helpful answers

IBase Determination in support desk message

Hi Friends,
Support desk determination for satellite system SAP BI.
I have done all the configuration for Solman & BI for Service Desk determination.
But still not getting Sold to party, Reported By ,IBase & Component.
Kindly suggest. Many thanks in advance
Regards
PK

Hi,
When I am creating message from Help(Menu), the IBase, support team are getting determined automatically but I am creating message through transaction CRMD_ORDER, the IBASE, Support team and product none is getting determined.
I want to create message both ways.
Could you please help me on this.
Thanks,
Best Regards,
Madhu

Support Desk Message Creation in SOLUTION MANAGER through External Emails

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.
      My Doubts are,
1) What is the use of Ibasecomponent in Message Creation?
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?
     If anyone has already worked with this subject, please give me some suggestions ASAP.
Thanks in Advance,
Mohana

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.
I3) To track the system from which the message is created , is ibase required or the SAP component will give those information?
Ibase is required
Hope this helps,
Dolores

Creating support desk ticket based on the result in TCode : STWB_WORK

Hi All,
I am now under the process of TEST Management.
I had done creating and assigning Test Packages to the tester.
When tester tries to test their respective package in STWB_WORK, the result will be success or failure (with errors or warnings)
Now I want to create a support desk message automatically when the result is not success.
I had developed program for creating support message but I am unaware of where to incorporate the program and how to retrieve the values of the error message.
Earlier I planned to have workflow so that when the user executes the test, we can automatically perform support desk message creation.
But the error message is initially shown in the ECC Server and then only updated in SOLMAN.
Please help me to create support ticket automatically.
Thanks in advance
Saman

Hi,
please check function module STAT_OBJECT_EDIT_TW.
It is called when a test case is edited.
You can enhance it at the end. There you have the old status value and the new status value. If the new status value is an error status and not the same as the old status, you can create a support message with your program.
Regards,
Christoph

Multiple fileupload in the Solman support iView

Hi Solman experts
I need to make a modification to the portal solman support iView in order to attach multiples files to a support request (like it is possible to do when creating a OSS message to SAP).
I have tried to look at the configuration but it does not seem that this is possible to customize u2013 is there another application that could be used instead? Or any ideas on how to solve this by use of development?
Any ideas would be appreciated.
Thanks in advance
BR
John Stubbe

Currently, I do not have access to BI 7.0 system. I am wondering whether it is possible to connect MULTIPLE DataTargets of a single BI 7.0 system to ONE DataSource in the source system?
Yes, it is possible.
Transformations and DTP's are Source - Target specific.
The current requirement is that multiple DataTargets of a single BI system need to get DELTA data from the same DataSource in the source system. If this is technically possible in BI 7.0, should the source system also support such an assignment (since the DELTA load timestamps are maintained in the source system)?
Data is extracted into PSA from the sourcesystem and is taken from there to different targets connected using diff transformations. If the datasource works on timestamp then it all depends on how the data is transformed to diff targets from PSA.
What source systems currently support this feature, if any?
ECC, irrespective of sourcesystem it all depends on how the datasource functions as data is only extracted till PSA.
What are the appropriate tables in the source system that I need to look at to do further investigation?
Datasource properties - ?? ROOSOURCE...

What is the concept of Support Desk Message?

Hi,
I have little knowledge about Support Desk Message, but not sure. Can somebody explain me in details or provide notes that can explain what is it and how the functionality is used? I would like to configure it in my solution manager. I need help here with step by step configuration.
Thanks,
I will post points for sure!!

Afi C,
The Service Desk can be used to set up efficient internal support for SAP-related error messages. End users can create error messages and send them to a central support organization working in the SAP Solution Manager. Here, the support employees can use advanced tools to process the error messages and deliver fast problem resolution, for example:
     · Message processing
          ○ Create error messages
          ○ Create internal notes
          ○ Record calls
          ○ Communicate per e-mail, SAPOffice or fax for the status update
          ○ Search for SAP Notes directly in the SAP Service Marketplace
          ○ Inquiry in an internal Solution Database
          ○ Send a message to SAP Support
          ○ Receive an answer from SAP Support
          ○ Implement SAP Notes with the SAP Note Assistant
     · SAP Notes search and automatic implementation of SAP Notes (and dependent Notes) using the SAP Note Assistant
     · Interface between Service Desk and a Third Party Call Tracking System
     · Solution database for knowledge management
You can have more info about SolMan in http://service.sap.com/solutionmanager.
Hope it helps.
Regards,
Raquel Cunha

Integrate SolMan Support Desk in Portal

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