Message exchanging by using Support Desk

Hi everyone.
I want to know wheher it is possible or not that user can exchange message
by using only R/3.
I know it is possible that user can register message.
But if answer from Support Desk is not satisfied , message exchange is go on.
thanks!
Toshi

Dear Toshi,
If an Support Desk message has to be replied by the creator of the message, he has to access the message. ( using either Solution Manager or Webgui or ICwebclient ). There is no chance that he can append the message using the satellite system unless you have some kind of an transaction developed so that end users can access and reply to their messages or add more information to their messages if it is required.
I hope that this clarifies the doubt.
Regards
Amit

Similar Messages

Error 513, no message was created in support desk system BCOS005

Hi All,
After completing the ITSM config on Solution Manager 7.1, I am stuck with the following error when creating message from any of the satellite system, or from SM itself.
"Because of error 513, no message was created in support desk system"
Message no. BCOS005
Error logs from SLG1:
"No message created from SAP message 00xxxxxx 000xxxxx 2013 due to missing IBase"
Transaction: SOLMAN_INCIDENT_UPD
Program:AI_CRM_IM_UPDATE_FROM_SAP
I have already checked various threads and suggested notes including 1522809 / 1741109, but unable to fix the issue.
RFC's between both the systems are working fine. The entry for BCOS_CUST on SM is maintained as
OSS_MSG W NONE CUST 6.2 1.0
The number range for SLF1 is maintained as 01 in TCode DNO_CUST01
I suspect this to be related to IBASE or Number range, but seem to have the correct values maintained as mentioned in above notes. Would appreciate your valuable inputs on this.
Thanks,
Varun

Hi Vivek,
Tried updating the parameter, but no luck
"Because of error 513, no message was created in support desk system"
Message no. BCOS005
Should be something to do with BCOS, can't figure out though.
Any further thoughts?
Regards,
Varun

Error 513, no message was created in Support Desk System

After implementing QAS in sp's 15, when the user wants to create a message from QAS solution manager, get the following error "Because of error 513, no message was created in Support Desk System"
has been revised rfc connections and have no problem because when the user is done with NetWeaver - works perfect basis.
Nor is it because of permissions users have the same roles that were assigned in the other systems DEV and PRD, and when they have no problems sending messages.
I have reviewed the table BCOS_CUST "and is fine. As in other systems.
I am grateful if someone can help me.
Regards

Dear Leonor,
This forum is related to Public Sector Funds Management (budget) issues.
I believe the best for you is to open this thread in the Basis forum. There you will find the experts to help you.
Best Regards,
Vanessa.

Because of error 513, no message was created in Support Desk System

Hello all...
Currently setting up Service Desk and when I create a service message in my satellite systems (ECC DEV, QAS, PRD, etc.), I get the error 513 as described in my subject line.
I am able to create messages within the Solution Manager environment without issue, but nothing but the error in my satellites.
Any information / assistance is greatly appreciated in advance.
We are using SM 4.0
Thanks!!!

Is your table BCOS_CUST configured so it points to the Solution Manager? If you do a test connection via SM59 for the given destination, does it work?
Markus

Use of two different Transcations for Support Desk Message

Hi All,
I am using Service Desk Support Message Transaction SLFN
Now to do some customizing i have copied SLFN to ZLFN and made some changes to Status and Date Profile.
I have added this transaction ZLFN into the PROCESS_TYPE field value in the Transaction code: DNO_CUST04
Query:
Is there a way to use both the transaction type SLFN and ZLFN, as SLFN is being used for another project in the same system.
Please suggest.
Regards,
Pradeep L

Hi Pradeep L,
Before support package 18 of the SAP Solution manager, the service desk does not support multiple transaction type. So when you create a notification, you can not select transaction type. That means you can not use two transaction type in one service desk.
But in Support package 18 and later version, the service desk will support multiple transaction type.
Support package 18 will be released to customer soon. Most probabily , the end of this month.
Best regards,
Lament

Several support desk messages using BADI_DET_PROC_TYPE_FROM_DNO

Hello,
We're trying to realize creation of several support desk messages ZLF1 and ZLF2 based on the SAP system from wich messages were sent. For example, from SS1 system it's necessary to create support notification ZLF1 and corresponding service desk transaction ZLFN; from SS2 system it's necessary to create ZLF2 and YLFN.
We'd like to implement BADI_DET_PROC_TYPE_FROM_DNO for this case. Could anybody help us with the implementation?
Regards,
Arkadiy Terzi

Hi Jansi,
Thank you for the answer.
We made necessary settings in SPRO->SAP Solution Manager -> Service Desk -> Multi Transaction Type Handling.
And created BADI implementation ZBADI_DET_PROC_TYPE_FROM_DNO. But it seems that the system doesn't take into account this implementation.
Could you provide more detailed information or any SAP notes about the issue?
Thanks,
Arkadiy

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

Support Desk Message - Systems missing

Hi
I have configured all of my systems in SMSY and can use them successfully for CTS etc from Solution Manager.
When creating a new support desk message I want to be able to pick any of the systems in my landscape in the Attributes: System: and Client.
Why is it that all of my systems are not in this list when they are all configured the same in SMSY? I cannot see any reason why some are in the list and others are not.
ALL of my systems appear in the iBase list and can be chosen for the creation of a change request, but they do not ALL appear in the Systems list for creating a support message or for creating a job in the Job manager.
Any ideas welcome.
Regards
Marina
Edited by: Marina Walden on Apr 18, 2011 10:03 AM

Thanks - I had followed the configuration.
I don't really understand what you mean by
"Also ensure the missing systems actually have the stauts "Put in Solution" in the solution they are contained."
When I look in SMSYmy Solution contains all of my logical components, all of the logical components are "active". The Product systems are defined as expected & I cannot see any difference between the ones which appear in the list and those that don't. I cannot see the "put in solution" status you mentioned - is this for the solution, the logical component or the product system?
Edited by: Marina Walden on Apr 18, 2011 4:36 PM

Change the status of a Support Desk Message in Sol. Man.

Hello,
On the Solution manager system I have configured the service desk functionality. So end users are able to create support messages from the satellite systems as well on the solution manager system. For the confirmation of a proposed solution I want to use a workflow which asks the creator if the proposed solution is correct yes or no.
Is there a BAPI or function which change the status of the support desk message? If so how does this BAPI or function work. An example would be great.
Kind regards,
Richard Meijn

decveloped the custom rfc

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

Problem in assigning number range to support desk messages

Gurus ,
we are in the process of configuring service desk in solution manager
7.0 .
so far the following steps were done ,
- implemented note 898614
-Activate Solution Manager Services via SICF
-activated BC sets for service desk
-Fetched SAP components vis DSWP
-Assigned number range for ABA notification via DNO_CUST01
but while assigning the support desk for service messages via ,
SPRO--> SAP Solution Manager --> Basic Settings --> SAP Solution
Manager System --> Service Desk --> Number Ranges for Notifications.
Then press the execute icon ( ) next to Assign number range for Service
Desk Messages.,
when assigning internal number as '01' and external number as '02' and clicking on save button we
get the error as "Enter valid number range interval '

Hi Susin,
you may have a look at this to get more information about number ranges
http://help.sap.com/saphelp_nw70/helpdata/EN/2a/fa02fd493111d182b70000e829fbfe/frameset.htm
A number range is a range of numbers which are assigned to objects uniquely.
Such numbers are some kind of identifiers (which may be used to describe obejcts). In your case the ABA / Basis notifications are identified by those unique numbers.
Hope this clarifies things a bit.
/cheers

To Add additinal feilds in the Standard Support Desk message screen

Hello Experts,
                    The requirement is to add the attachment feild in the support desk message screen in the Fast track tab , although in the transaction tab already the document option is available for attachments the end user's want it in intial screen
    I think this can be done EASY ENHANCEMENT WORKBENCH - EEWB but i have not worked with it,can anyone tell me about its working?....IS there any screen Exits or USer Exits available for the same?
IS it possible to do this?
if anyone has woked with this please give me your valuable suggestions.This is a urgent requirement give me a solution ASAP.
Thanks & Regards,
Mohana Priya

Hi Suzzane,
                 Thank you for sending me the useful link that gave me the steps to go ahead in EEWB.
Now i have created a object and extention in EEWB ,the it took me to the wizard automatically ,i followed up the notes in wizard and after it is completed, it shows a ERROR message as "Definition CRM_BTX_ADD_NEW_FIELDS is of the type 'TSK' and should run on an external system. This is not permissible. Only definitions of type 'SEQ' may be created for external systems."
The inputs that i gave in while creating Extention are :
1)EEW Businness object : BUSINESS_TRANSACTION ( i.e) CRM BUSINESS
TRANSACTION)
2)Extention type : ADD_NEW_FIELDS
The inputs that i gave in wizard inorder to add attachment as a new feild in CRMD_ORDER transaction are:
1) In step 2 of wizard to select thae business transaction type i choose service process and tried even business activity .
2) While defining the feild name, i gave Attachment as the feild name and choos check box.
then follwed with the rest of the steps and completed the wizard.
Now can you tell me,if the steps and the inputs that i gave are right or nt?
and what does the Error Message mean? i think it is some system settings ,how to resolve this ?
Please give me your suggestions ASAP.

From which table is the support desk message picked?

Hi Experts,
In CRM_DNO_MONITOR tcode, i want to know from where support desk message number picking from(from which table).i want where this support desk message number(number range) is maintained in SPRO.
steps i'm working out:
I'm executing CRN_DNO_MONITOR tcode with transaction number, after executing i double click on the details where it will display the details. Going to <b>business transaction</b> and click on create where it will display create business transaction options. Select <b>Support Desk Message</b> and click on create.
In the very next screen, it will display the support desk message number. I want to know from where this support desk message number is picking(table name or settings in spro).
Thanks,
Pawan

Hey pavan,
The tcode for number range maintancance is crmc_nr_ra_service.
Every number range has some number like 01, 02 03 assigned to it..
TO find out which number range your transaction type is using go to : Spro->Customer relationship managemnt->transaction type-> Selct the desired transac tion type and click on details:::
There you can find the number range assignment in field internal number range...
Revert for ny clarifications and plz do forget to reward if this post was usefull..

Time updation for Support desk message and business calender working hours

Hi Experts,
I would like to know how to set the time updation of Support desk message in CRM_DNO_MONITOR. After i receive a new message in it, I can see the from timing and to timing (even after changing the status of message) as 00:00:00. Is there any standard job to automatically update the timing of message?
Also i would like to know, how to set the working hours for various days. Lets say i want to set my business hours for Monday from 10am to 6pm and for Tuesday as 9am to 5pm.
Suitable points will be rewarded.
Thanks in advance,
Naresh Dodeja.

Hi,
The reason is "created by me" selects the role "Creator" of a message/notification.
There are three roles "Creator", "Contact" or "Reporter" and "Responsible" or "Processor".
The creator is identified by his user name and the others by their BP-ID.
Therefore using the report "created by me" does not work if your users are defined for BPgen only.
That it works you have additionally to define in BP the role "BUP003 - Employee".
You find in the transaction BP for "BUP003 - Employee" in the tab "identfication" a field "User Name".
If you enter the User-ID the user has in the Solution Manager then it works.
Good look!
Best regards,
Adelbert

Customize screen for Support Desk Message

Hi all,
I want to customize the screen layout of a Support Desk Message.
In the standard Screen Profile of a Support Desk Message you can select a subject. When selecting a subject, you are selecting a Code. I want to add an extra selection field above the Subject field. For example "Main Subject". And the Main Subject should display the Code Group. When people select the Main Subject first (Code Group), than only subjects (codes) are visible which belongs to that Main Subject. Could somebody help me out here.

Hi Piets!!
Looking for your post and your requirement, you can't do this screen layout modification. It required use a ABAP techiniqué like a SCREEN EXIT or modify a standard screen.
Using a standards customizing, you can put a specific subscreen (a screen into a specific tab) or disable a screen. For all this cases you need tell how you access the message (for TA. CRM_DNO_MONITOR or TA. RNOTIFWL) because there are two diferents paths to configure in the IMG.
Regards
Issac Ohasi
SAP Solution Manager Consultant
São Paulo - Brazil

Message exchanging by using Support Desk

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