Link 2 support messages

Dear all,
is it possible to link a support message to another one, so that there's a flow between them (just like the flow between change request and change document)?
Any help would be much appreciated.
Regards
Daniel

Hi
Yes you can do that but from SP23 onwards
http://help.sap.com/saphelp_sm70ehp1_sp23/helpdata/en/76/1815e805b549158589a28645a20d89/content.htm
hope prob is solved
Regards
Prakhar

Similar Messages

How to find Document flow / Relationships to a support message

Hi Friends,
I am new to Solution manager. I would like to know how to find Document flow of a Support message.
For example I have a Support message, there are few Change requests and tasks linked to it. This can be viewed from CRMD_ORDER transaction (Where used list button / Document flow), preceding documents and related documents.
Is there any function module or table where I find the link between these different transaction types or atleast any report!
Thanks in advance

Hello Sesagiri,
Can you explain the process to link support message with change requests and tasks.
pls help me.
Regards,
Babu

Support messages linked to a project

When creating support messges from either the WebGUI or from a test case it is possible to enter a project. When viewing the support message in transaction in the SAP GUI using CRMD_ORDER the Project field is not avaialble.
We would like to be able to use projects as a selection critera for reporting on support messages, is this functionality available?
We are currently on version 4.0, SP 13 - planning on applying SP's soon.
Any advice appreciated,
Tom
Edited by: Thomas Mazalek on Feb 17, 2009 12:23 AM

Hi thomas,
For the ticket created via test cases or test workbench belonging to one test plan ....you dont have to use crm_dno_monitor,
Infact you can just use
STWB_INFO
Enter Project /test plan name here and choose the test plan click message overview tab.
You will an ALV list or output of all the tickets for that test plan
For consolidating all the tickets of a project you have to use crm_dno_monitor as other person told you.
Regards
Prakhar
Edited by: Prakhar Saxena on Feb 20, 2009 11:14 AM

Create a Support Message in Production system showing up in Solution Manage

Has anyone setup the link between creating a support message (under help) in a production system (like ECC) and SAP's Solution Manager.
I understand that it uses BADI SBCOS001 with the interface method PREPARE_FEEDBACK_BO, but when I try to run it, it tells me that Customizing for feedback functionality missing. What functionality is missing? And how to I correct this? And how do I ensure it shows in SAP Solution Manager under a solution or project?
Thanks
Paul

Hi Paul
The only way is to use the IMG. I have just completed this via the IMG info. BUT, it is not that simple.
Make sure your RFC's are trusted and that you have SAP ALL during config.
I hope this will help:
Setup Service Desk
Steps to follow while configuring support desk.
1) Implement the note 903587 .
2) Create all the relevant RFC objects in the satellite system and add the appropriate logical components using transaction SMSY.
3) Check all the objects in the table BCOS_CUST using transaction SM30.
Appl : OSS_MSG
+ :W
DEST :BACK RFC NAME (for solution manager system keep this field as 'NONE')
+ :CUST 620
+ :1.0.
*4) Check whether the BC sets are activated or not using the transaction SCPR20.If the BC sets are not activated then implement the note 898614.The steps to activate the BC sets are described below
4.1) Activate SOLMAN40_SDESK_BASICFUNC_000 BC Set.
4.2) Activate this in expert mode with option u201COverwrite everythingu201D.
4.3) Activation of the following components has to be done by replicating the previous steps
3.1) SOLMAN40_SDESK_TPI_ACT_AST_001
3.2) SOLMAN40_SDESK_ACTIONLOG_001
3.3) SOLMAN40_SDESK_ACT_ADVCLOSE_001
3.4) SOLMAN40_SDESK_TEXTTYPES_001
*Depends upon the number of inactive BC set objects that we have after the upgrade.
4.4) if the actions mentioned in 4.3 are not listed while executing the transaction SCPR20, then implement the note 898614.In the source client 000 of the solution manager system create a transport request using transaction SE09, unpack the file 'PIECELIST_SERVICE_DESK_INIT.ZIP' from the attachment of the note. Copy the contents of the file 'PIECELIST_SERVICE_DESK_INITIAL.TXT' to the transport request. And activate the actions. Use transaction SCC1 to import the transport request to the solution manager client. If any short dump occurs during the activation, implement the note 939116.
5) Check whether the number range is set correctly. If not set the number ranges of basic notification (ABA) and the support desk message (Service transaction SLFN).To be able to use the same number ranges for both message types, the internal number range for basic notification (ABA) must correspond to the external number range for the support desk message.
Number ranges for ABA notifications
5.1) create an internal and external number range using transaction DNO_NOTIF.
5.2) assign number range intervals to groups internal and external.
5.3) SLF1 is the internal number range group
5.4) SLF2 and SLF3 is the external number range interval
5.5) Use transaction DNO_CUST01 to assign message categories to the number range.
5.51) Go to transaction DNO_CUST01
5.52) From the GOTO menu select the menu item DETAILS
5.53) Now you can assign the number range of basis notification (ABA) into the notification type.
The number range for ABA notification is 12 characters in length and to make it compatible with the CRM service transaction insert 2 ZEROES at the beginning.
Number ranges for Support Desk notification
5.54) Use transaction CRMC_NR_RA_SERVICE, and define the internal and external number ranges. Intervals must correspond to the intervals of the basic notifications (ABA notification).
5.6) Then assign both the external and internal numbering
5.61) Go to SPRO and then to SAP Solution Manager
5.62) Then select General Settings and then select Transaction types
5.63) Select the transaction type SLFN and then select the menu item DETAILS from the GOTO menu.
5.64) In the Transaction Numbering block, assign the internal and external number range. The Number Range object should be CRM_SERVIC.
5.7) To view the priorities use transaction DNO_CUST01 and select the notification type as SLF1 and then select priorities from the left pane of the screen. The priorities of the first four cannot be deleted, but new priorities can be added.
6) Check the Action profiles for ABA Notifications (Action profiles are used for synchronization of ABA notification with the CRM Service transaction).
6.1) To check the action profiles use the transaction SPPFCADM and select the application type DNO_NOTIF then select u2018DEFINE ACTION PROFILE AND ACTIONSu2019.
6.2) Select the item u2018SLFN0001_STANDARD_DNOu2019 and then from the menu GOTO, select the menu item DETAILS.
7) The Action profile u2018SLFN0001_STANDARD_DNOu2019 has to be assigned to the message category SLF1 (ABA notifications) using the transaction DNO_CUST01.
8) The action profile for the support desk message can be set to u2018SLFN0001_ADVANCEDu2019.
8.1) From SPRO select SAP Solution Manager then Scenario Specific Settings.
8.2) Select the item Service Desk and then to general settings.
8.3) Execute the category u2018Define Transaction Typesu2019.
8.4) Select the transaction type as SLFN
8.5) From the GOTO menu select the menu item u2018DETAILSu2019 and assign the action profile as SLFN0001_ADVANCED .
9) Activate the partner/ Organization
9.1) Go to CRM->MASTER DATA->BUSINESS PARTNER->INTEGRATION BUSINESS PARTNER ORGANIZATION MANAGEMENT->SET UP INTEGRATION WITH ORGANIZATIONAL MANAGEMENT.
9.2)Find the entries starting with HRALX
HRALX-HRAC WITH VALUE 'X'.
HRALX-OBPON WITH VALUE 'ON'.
HRALX-PBPON u2018ONu2019.
HRALX-MSGRE u2013 u20180u2019.
9.3) If entries are not found create it.
10) Generate Business partner screens
10.1) Go to transaction BUSP.
10.2) Execute the report with the following parameters
CLIENT - Client in which business partners should be created (solution manager client)
APPLICATION OBJECT-
SCREEN - *
Generate all/ selected screens - All screens.
delete sub screen containers -
11) implement SAP note 450640.
11.1) Go to transaction SA38 and select the report CRM_MKTBP_ZCACL_UPDATE_30.
11.2) Execute it with test mode box unchecked.
If a new relationship is to be created then steps 12 and 13 has to be followed
12) To create a relationship category
12.1) Go to transaction BUBA
12.2) Select the entry CRMH00: Undefined relationship
12.3) click on copy
12.4) Rename CRMH00 to ZCRMH00.
12.5) CREATE A RELATIONSHIP CATEGORY.
IN GENERAL DATA FILL LIKE ' FROM BP1 : HAS THE ACTIVITY GROUP '.
' FROM BP2 : IS A PART OF ATTUNE
13) Add the relationship category to the support team partner function
13.1)Use SPRO
IMG GUIDE->SAP SOLUTION MANAGER->SCENARIO SPECIFIC SETTINGS->
-> SERVICE DESK->PARTNER DETERMINATION PROCEDURE->DEFINE PARTNER FUNCTION.
13.2) FIND THE PARTNER FUNCTION SLFN0003 (SUPPORT TEAM).
13.3) In the field relation ship category, Select the newly created relationship category and save.
14) Steps 12 and 13 should be repeated for various business partner types like sold-to-party, message processors if new relationship is to be created for the respective business partner types.
15) Create a new access sequence for the support team determination
15.1) Go to the following IMG Path: SAP Solution Manager Implementation Guide ->
SAP Solution Manager -> Configuration ->
-> Scenario Specific Settings ->Service Desk -> Partner Determination Procedure ->
->Define Access Sequence
15.2) Click on New Entries
15.3) Define a new access sequence with sequence name as u2018Z001u2019 and description u2018NEW BP RELATIONSHIP ACTIVITY GROUPu2019
15.4) Create an new Individual Access with the following value:
u2022 Batch Seq: 10
u2022 Dialog Seq : 10
u2022 Source : Business Partner Relationship.
u2022 Detail on the source:
u2022 Partner Function : Reported By (CRM)
u2022 Mapping/restrictions
u2022 Flag Mapping/definition for partner being Searched
u2022 Partner Function in Source: Support Team (CRM).
Save it.
This Access Sequence will give us the Partner which has the relationship assigned
to the Support Team in the Reported By partner data.
16) Adapt the partner determination schema/Function
16.1) Go to the following IMG Path: SAP Solution Manager Implementation Guide ->
SAP Solution Manager -> Scenario Specific Settings ->Service Desk ->
-> Partner Determination Procedure -> Define Partner Determination Procedure.
16.2) The two options to adapt partner determination schema are
16.21) Adapt the standard Procedure (SLFN0001) or to create a new one by copying the standard one.
16.22) select the line starting with SLFN0001 or the newly created procedure.
16.23) Double Click on Partner Function in Procedure.
16.24) Select the Partner Function "Support Team", and click Details.
16.25) in the detail view only change the Partner Determination/access Sequence to
the one we've just created. Save your entry.
17) Create a root organizational model.
17.1) Go to the following IMG Path: SAP Solution Manager Implementation Guide -> SAP Solution Manager -> Configuration-> Scenario Specific Settings ->Service Desk -> Organizational Model ->Create a Root Unit for Your Organizational Structure.
17.2) creating an organizational unit by entering the data in the BASIC DATA tab.
17.3) enter the organizational unit, the description and save it.
18) Create the support team organization
18.1) go to the following IMG Path: SAP Solution Manager Implementation Guide -> SAP Solution Manager -> Scenario Specific Settings ->Service Desk -> Create Organizational Objects in the Organizational Structure. Or use transaction (PPOMA_CRM).
19) Create the business Partners.
19. 1) Key users- End user (Business Partner General) ,Address should be specified.
19.2) go to the transaction BP.
19.3) create a new Person, Select the role: Business Partner (Gen).
For Identification of the key user
19.31) click on the identification tab
19.32) enter a line in the identification number formatted as follows
IDTYPE : CRM001.
Identification number : <SID><INSTALL NUMBERS><CLIENT><USERNAME>
eg: USER NAME : USER1.
CLIENT : 100.
SID : ER1.
INSTALL NUMBER : 123456789.
IDENTIFICATION NUMBER : ER1 123456789 100 USER1.
20) Message Processors- Support Team members .
20.1) they should be created first as the users in the corresponding client of the solution manager.
20.2) As business partners they will have the role 'EMPLOYEE'.
20.3) Go to transaction BP .
20.4) Create New Person with the role employee.
20.5) In the Identification tab you should enter the user name in the employee data/User Name.
eg: username: proc1
enter proc1 in the field User name.
21) Organizational Business Partner- Organizational BPS have the same country in there main address tab. They should be created through the organizational model. Business partner corresponding to the root organization have the role 'SOLD TO PARTY'.
22) Assign the business partners (Message Processors) to the previously created support team.
22.1) Go to transaction PPOMA_CRM.
22.2) Select the support team 1.
22.3) Click on create
22.4) select position
22.5) call it 'MPROC_T1/Message Processors for team 1
22.6) Replicate it for the other support teams.
22.7) Select the position MPROC_T1/Message Processors for team1 and click assign,
choose owner/Business Partner find and select the business partner
22.8) Validate and Save it.
22.9) If the assignment of business partner is not possible then implement the note 1008656
Or 997009
23) Create the iBase component
23.1) IMG Path: SAP Solution Manager Implementation Guide -> SAP Solution Manager -> Basic Settings -> Standard Configuration of Basic Settings -> Solution Manager -> iBase -> Initially Create and Assign the Component Systems as iBase Components.
23.2) or use the transaction IB51 to create the installed base.
23.3) it is also possible to create the SOLUTION_MANAGER, select the solution and go to menu Edit -> Initial Data Transfer for iBase.
24)Assign Business Partners to iBase Components
IMG Path: SAP Solution Manager Implementation Guide -> SAP Solution Manager -> Basic Settings
-> SAP Solution Manager System ->ServiceDesk-> iBase -> Assign Business Partners to iBase Components.
*--optional--
If you want to be able to assign the System Administrator: Go to the IMG: SAP Solution Manager Implementation Guide -> Customer Relationship Management -> Basic Function -> Partner Processing -> Define Partner Determination Procedure.
Select the entry "00000032 Installed Base/IBase" and double click on Partner Functions in Procedure.
Then copy the Entry "Contact Person (CRM)" to a new entry with the partner Function "System Administrator (CRM)" , save it.
Go back to transaction IB52, select a component, and Goto -> Partner, you should be able
now to assign the partner Function "System Administrator".
25) Assign the SAP Standard Role to the user. Message Creator should have the role : SAP_SUPPDESK_PROCESS.
26)Define the transaction variant for the message processors
Go to the following IMG Path: SAP Solution Manager Implementation Guide -> SAP Solution Manager -> Configuration -> Scenario Specific Settings ->Service Desk -> General Settings -> Specify User Selection Variant.
Here we will create variants for the central message processing transaction CRM_DNO_MONITOR.so that the user will have direct access to there dedicated message.
27) Go to transaction PFCG
27.1) Enter the role name as Z_MSG_PROCESSORS and choose single role.
27.2) Give a description Message Processor role and save it.
27.3) Go to the menu tab and choose add report
27.4) select the report type : ABAP Report
27.5) And in the report enter the report name as 'CRM_DNO_SERVICE_MONITOR'.
27.6) Enter the previously created variant.
27.7) flag the skip initial screen box.
27.8) flag the SAPGUI for windows.
27.9) Create a new transaction with tcode starting with Y or Z.
27.10)Display this transaction and check the values at the bottom of the screen
in the subscreen Default Values, you should have the following parameters:
u2022 D_SREPOVARI-REPORT = CRM_DNO_SERVICE_MONITOR
u2022 D_SREPOVARI-VARIANT = MY_TEAM_MSG
u2022 D_SREPOVARI-NOSELSCRN = X
And also all the user should have the correct role.

Support Message and cProject

Hi experts,
I'm working with Solman Service desk and I would like to know
how can I do to create support message in cProject?
Somebody help me.
Thanks
Daniely

Hi Ragu,
I'm implementing the SolMan - Service Desk.
So the end-user can create support message in many system like CRM, R/3, and BW. The end-user working in c-Project too but, in this system there isn't the same option (through help- create support message).
I wouldnu2019t like available a link to SolMan - Service desk because, in this way the system not fill the component system automatically for example.
Is it possible to available u2018help-create support messageu2019 like the other system?
Do you know how can I do this?
Thanks
Daniely

HOW create support message ONLY for KEY USER

Hi all,
I just configured my service desk and I wanted to give only the key users the permission to create support messages. But every user have the rights to create a message from the satellite system.
How can I prevent that? Is it possible to hide the option in the menu bar (help - create message) for non-key-users? The key users have the role SAP_SV_FDB_NOTIF_BC_CREATE . non sap users have just standard roles for hr, ...
Thanks in advance!

hi,
in the documentation it is written
Create messages from satellite systems with Help ® Create Support Message
SAP_SOL_SERVTRANS_CREATE
Authorization object S_RFC,
profile S_RFC_VERS with the activity Execute for the object SAPSMO*
this is working fine
see link http://help.sap.com/saphelp_sm310/helpdata/en/71/50548566324a7491916585fe73a2b4/content.htm
best regards Xavier

Unlinking Support Messages.

Hi guru's,
Please help me out here it is very urgent.
In SAP Solution Manager I have setup the Interaction center Webclient.
I do not know how they do it, I am not sure how to reproduce the steps they are taking, but our key-users manage to link Messages with each other.
Is there any way to un-link messages?
Kind regards,
Remy Piets

I doubt it is possible to capture cost of support messages created in CRM by customer.
Regards,
Rajesh Banka

Can't open file:///-Links in Messages or Mail (Adium is working)

In 10.9 opening of file:///-Links was no problem with PathFinder. After upgrading I can't open file:///-Links in Messages or Mail. Only Adium is still working. What can I do to enable it again? Or did Apple stopped supporting the file:///-Protocol? Best regards Michael

Safari > Preferences > General > Default web browser: Safari (or whatever you want.)

Dynamic link error message again?

Hi
I am running Bridge CS6, somethimes with photoshop CS6.
I am running mac OSX.6.8 (snow leopard).
mac book pro
I am getting the dynamic link error message again after not having the problem since CS6beta. It sometimes is only with mov or other movie files but sometimes it is with all. It is also very slow and sluggish in general.
When I click on a video files Bridge spins the wheel for a whlie and then gives me the below error message
(in case the screen shot does not load)
The error message reads
"dynamiclinkserver has encountered an error"
and then it reads off a file thread. and then I must click to continue
I click to contiue. the message comes back. I click once more and the file then presents. I click to play the vid. the error message again comes back. And I must repeat the clicking twice. I have reset the preferences and purged the cashe. I have installed the patch I found in the forum too. thanks for any help you can render, Uhane

Yes I did that while talking to tech support on the phone. They had given up and refered me to an upper tech support staff who was supposed to call me back but never did. Where is a link to this udate? It did not show up when I ran the updater.?! As for permission listed as a culprit on the other thread you link to I have no such firewall or other software running. All the permissions have been set to my admin accnt which is the one and only accnt on this machine. I had NO problem since the beta version and then all of sudden it started again with the dynamic link fail with somoe files types in the last day or so. As for the other problems ... I honestly don't have a clue but assume they are all related to a single cause as they all showed up at the same time. I will reset once more. All start up scripts are checked. always have been. Can you tell me more about this update?? Is there a link? I will go fish...thanks for your help

Issue Management and support message

Hi;
I just want to know what are the main differences between the issues and messages in Solution Manager? is there any reference that explain these differences?
please help

Hi Wael,
In my opinion, this is mostly linked with the type of problem you are handling.
Whenever you face a problem using one SAP system ( e.g.: dumps, error messaes, etc ) it is recommended to create a support message. This support message will bring along all information related to the exact point where the error ocurred ( transaction, screen, user, release, client, system, etc ) that will help support desk team to discover the cause and propose a solution.
Whenever you face a problem not related directly to one System, like administrative issues, then we generally create one new Issue. The issue would handle issues like lack of human resources, lack of hardware resources, management decisions, need of hiring software licenses, etc.
One message can be converted into a new issue, like when the error is caused by lack of hardware resources ( storage, memory, processing power ) and need to have a purchase created and management approval to get it fixed. The other way is also possible, when the management asks the support team to take a deep analysis on the presented scenario to confirm that the request is valid.
Hope this helps clarify.
Regards,
Valdecir

Automatically generate Support Message from E-Mail

Hello experts!
I have yet another problem:
Is there any possibility to create a support message on the basis of en email?
Or is it possible to migrate e-mails from outlook into a service desk message?
I hope this information is sufficient. I am thankful for any advice.
Best regards
Gerold

See - I didn't know you could do that with a mailto link! 8)
But - this is a very unreliable way to send your email, since
it depends on
a) the sender having an email client installed, and b) that
email client
responding to the mailto link properly.
And, by using mailto:, you cannot add any interactive
elements to the
subject line. Sorry.
Murray --- ICQ 71997575
Adobe Community Expert
(If you *MUST* email me, don't LAUGH when you do so!)
==================
http://www.dreamweavermx-templates.com
- Template Triage!
http://www.projectseven.com/go
- DW FAQs, Tutorials & Resources
http://www.dwfaq.com - DW FAQs,
Tutorials & Resources
http://www.macromedia.com/support/search/
- Macromedia (MM) Technotes
==================
"heuning" <[email protected]> wrote in
message
news:eh7pd0$m7l$[email protected]..
> Hi Murray
>
> Here is the code for the <form> tag
>
> <form
>
action="mailto:[email protected];[email protected];[email protected]?subject=XYZandThisIs
> WhereIWantToSeeDataElement7" method="post"
enctype="text/plain">
>
>
>

Can Support messages be created in portal?

Hi Experts,
Is threre a way to create "support Messages" in portal itself, instead of creating in SAP system by going into Help.
Thanks in Advance.

Hey Sateesh,
Please go through the link below:
[http://help.sap.com/erp2005_ehp_03/helpdata/EN/84/91bfddb6c33246a6eae4d483749635/frameset.htm|http://help.sap.com/erp2005_ehp_03/helpdata/EN/84/91bfddb6c33246a6eae4d483749635/frameset.htm]
this can be used if you are on SP12 or less, if you are on SP13 or above this is deprecated and you need to use a different application. Which is a BSP application,
BSP Application Name: DSWPNOTIFCREATE to do the changes go to SE80 and modify the BSP application.
Hope this helps.
Pramod
award points if helpful.

[svn] 1338: Bug: BLZ-123-Attempting to use a channel that doesn' t support messaging (AMFChannel/AMFEndpoint withtout polling enabled) should throw error

Revision: 1338
Author: [email protected]
Date: 2008-04-22 07:45:18 -0700 (Tue, 22 Apr 2008)
Log Message:
Bug: BLZ-123-Attempting to use a channel that doesn't support messaging (AMFChannel/AMFEndpoint withtout polling enabled) should throw error
QA: Yes
Doc: No
Details: Added logic in Consumer such that when the Consumer is connected over a non-realtime channel (i.e. non-polling and non-streaming channel), a warning is logged to let the user know that channel is not going to automatically receive updates via client poll or server push. We can't really throw an error here because one might want to disable channel polling and manually send poll requests when needed and this is a valid configuration as well.
Ticket Links:
http://bugs.adobe.com/jira/browse/BLZ-123
Modified Paths:
flex/sdk/branches/3.0.x/frameworks/projects/rpc/src/mx/messaging/AbstractConsumer.as

Thanx Mete, yeah i did...
but i solved it some other way... not entirely sure this was
it though as i was doing a lot of things at once...
it was fds.swc... possibly it was out of date or missing.

Is this a legitimate Apple Support message?

I received a message from this web address: http://westemzagros.com/mac/fp/00/mac/fp/00/file.html stating I had used up most of my allowable storage space.Clicking on the link would allow me to resolve the issue. Before I do anything, can someone confirm this a legitimate Apple Support message?

No, it's phishing. Ignore and delete.

Create Support Messages in Solution Manager

Hello,
Can you please tell me the basic and easy steps for creating Support Messages in Solution manager.
I am using Following link for the same.
http://help.sap.com/saphelp_sm32/helpdata/en/29/fc811d62c24906b71f395ec8558cd7/content.htm
but i am not able to understand the steps from No. 4. When i click on "New" button i gor an error saying that "Exception condition "CUSTOMIZING_MISSING" raised."
Please guide.
I think the version of the Solution manager on which i m working is different from that of the version for which is documentation is prepared.
Thanks in advance,
Prashant

Hello Prashanth,
You, the Solution Manager version could be different than the version which help.sap.com describes. However, may I know which user and its authorizations you are using to create Support Message? Because, authorizations plays most important role.
Please go through the following links.
SAP Solution Manager Roles
http://help.sap.com/saphelp_sm40/helpdata/en/f9/35023b6b33162ee10000000a11402f/content.htm
First steps to work with Change Request Management scenario
First steps to work with Change Request Management scenario in SAP Solution Manager 7.0
Managing Changes with the SAP Solution Manager
https://www.sdn.sap.com/irj/sdn/go/portal/prtroot/docs/library/uuid/5d29d690-0201-0010-2f9f-a0f957dee385
Hope the above info is helpful.
Regards,
Satish.

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