Note number is not saved in Service Desk ticket

Dear All,
We are opening a ticket in transaction crm_dno_monitor. After
that we searched for some notes and saved them under the notes
tab.After the note was saved in the SAP Notes tab and the ticket was
reopened the saved note is not available.
Regards,
Pavan.

Need to activate the Action definition

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RNOTIFUPDATE01 - SAP Status not updated from Service Desk msgs

Hi Folks,
Already for some days we're facing the issue that SAP status of Solution Manager msgs that are sent to SAP is not updated in the SolMan itself.
So, if a msg is send to SAP, and SAP made an update and changed their status to 'Customer Action' or 'Solution Provided', the status in SolMan is still 'Sent to SAP'. Only at the marketplace we're able to see the real status.
The job RNOTIFUPDATE01 runs successfully every hour, no errors listed.
However when I run the job manually in SE38, i get a message like:
9999017765 012005041000000066052008 Read/Update Error
9999017765 012005041000000066052008 Locked, Entry in DNOD_UPDATE Successful
Searching for these errors in the notes, gave me some results, but unfortunately these corrections are already in our system.
Our patch level is SAPKA70015, SAPKB70015 and SAPKITL426.
I'm not 100% sure, but I think that it is related to installation number, as some msgs are updated and other aren't.
Does any of you has an idea?
Thanks a lot for your help folks!
Roel

Hello Roel,
The update of the status in the Solution Manager service desk document (usually SLFN), to match the SAP one, is managed by the method AISDK_SP_CHECK_DNO. To configure this, do as follows:
- Execute transaction SPPFC, selecting the Application DNO_NOTIF
- Open the action profile SLFN0001_STANDARD_DNO (or the one you created as a copy)
- Open the action definition SLFN0001_STANDARD_DNO_CHECK (or the one you created as a copy)
- Under "Processing Types", check if the method AISDK_SP_CHECK_DNO is set (if not, set it as the method to be called)
- Check the method parameters:
USER_STATUS1 is the status that was set BEFORE SAP answers
USER_STATUS2 is the status that will be set WHEN SAP answers (this is the one you should modify)
Save everything and test.
Please let me know if this works for you.
Best Regards,
Cristiano Canzone

Message not displying in Service Desk ( solman as satellite System)

Hi all,
We have implemented Solution 4.0 with service desk configured and working fine from my development system.
i.e if i raise a message from development i am able to see in CRM_DNO_MONITOR
But i have one more requirement in which my Solution manager System Client 100 will act as Service desk system and from same system and same client if i raise a message i will not be able to See the message in CRM_DNO_MONITOR.
I have maintained following settings in solution manger
Application: OSS_MSG
Type : W
RFC: NONE
CUST640 and 1.0
Thanks & Regards,
Balaji.S

Hi All,
Issue got resovled.
Ref : note no 722459.
It was wrong format of logical system for client.
Thanks & Regards,
Balaji.S

How to analyze and evaluate Service Desk Tickets

Hi folks,
we are running SolMan 4.0 SP12 and I implemented Service Desk as well as ChaRM.
For ChaRM I copied SDHF (Urgent Correction) to ZDHF (does not work properly right now, but I won't give up on that..).
My question: how do I evaluate those processes? For example it would be nice to know..
- how long has it has taken to solve a problem?
- how much cost was generated?
- does the Support Team work efficient?
- where are the bottlenecks in the whole workflow system?
Are there any transactions who deal with the given information to answer those questions? Maybe in a management-friendly way?
If not, does anybody know in which tables this information is saved?
I was searching over and over but it is very hard (impossible?) to gather relevant information concerning SolMan. Forum Points will be rewarded as a matter of course!

Hey Dirk,
You need to go for some Zdevelopments to suit your requirement...
There is SAP Standard report named RDSWP_REP_SERV_DESK, it can be used for various Type of analyses....
Just try out and let me know if this is helpfull..
There are no other Standard reports which would do this for you..
Let me know how it goes...
And plz reward for usefull post...
Regards,
Anand....

Error while uploading document to service desk ticket

Hi all,
I get error while uploading document to ticket
Message No: SKWF_SDOKERRS119 .
If iam correct I have given all the required authorisation mentioned in security guide.
what could be the reason for this kind of behaviour
Best Regards,
Alok

hi
what is your solman version? chk the sap note
[ Note 1401196 - Work Centers: attachment not saved in Incident Management|https://websmp130.sap-ag.de/sap(bD1lbiZjPTAwMQ==)/bc/bsp/spn/sapnotes/index2.htm?numm=1401196]
might be this helps,
[Message No: SKWF_SDOKERRS119|Message No: SKWF_SDOKERRS119]
jansi

Service Desk Message Creation Error on R3E System

Dear Team ,
We are not able to create the message from R3E System.Whenever we are
creating the message from R3E Satellite system ,message is thrown "Error513 , No Message is not created in service Desk." At the same time, in
CRM_DNO_Monitor on solution manager system , I am able to see thismessage without external reference number. This solution manager is
connected to 5 satellite systems where service desk message creation is
working fine.
This problem is occuring only with R3E & R3T System.and it might affect
to R3P production servers also . Kindly look into this as urgent issue
Message creations on R3E systems was working fine upto 12/4/2008.
HR/ABAP/BASIS Patch Application activity was carried out on 17/4/2008 onR3E System.Kindly suggest if this has affected message creation.
Regards,
Pavan.

Hi pavan,
Pl check ,action profile assigned for the message type SLF1 (correct: SMSD_ABA_MLDG_SERVICEVORGANG or SLFN0001_STANDARD_DNO) is correct or not also check
Number ranges are assigned correctly.
Assign the points ...
Regards
Chandravilas
Edited by: Chandravilas Sonawane on May 14, 2008 12:13 PM
Edited by: Chandravilas Sonawane on May 14, 2008 12:25 PM

Service desk RFC destination in the Satellite system

HI All,
can any body tell me the RFC destination that is to be maintianed in the satellite system so that the message reaches the solution manager service desk.
I am creating messages they are being send to the service desk successfully but are not visible when I go into the service desk of the solution.
But they are visible through the transaction code CRM_DNO_MONITOR .Can any body help the RFC destination to be maintaned in the BCOS_CUST table so that the message reaches the Service Desk.]
Currently I am using the RFC destination to the service desk client in the solution manager ie SIDCLNT200
Thanks in advance
Regards
Amit

Hi Amit,
I think your expectation is not correct. I understood, you can create a message in a satellite system and you can see the ticket in SolMan service desk. Then everything is configured correct. What you are now looking for is to see the ticket in a solution when the sat. system is part of the solution. This is not working. If you create out of a solution a service desk ticket, these ticket get a special attribute that they belong to this solution, all other tickets can not be selected by a solution.
Sorry but I am quite sure that it is working like this.
There is only one option, that you define special variants so you can see only tickets from special systems, but these variants can not be assigned to a solution.
Regards,
uDo

Service desk message error

Dear Experts,
Am not able to create the service desk ticket from the sattilite system.
It is giving the following error.
Error in Local Message System: Error when op
an RFC connection Message was Not Created
Error in Local Message System: Error when opening an RFC connection Message was Not Created
Message no. BCOS088
Please suggest.
I have all rfc authorization , support desk roles to my id and also the BCOS_cust i have given the entry.
Regards,
Umesh

Hi Umesh,
It could be a lot of things,
firstly check the BCOS_CUST setting, If instead of BACK, you're using TRUSTED it could be checked for
current user. In this case the user connected will need the trusted authorizations S_RFC and S_RFCACL(not contained in SAP_ALL profile) are assigned on both systems. In case it is not "current user" you should check the user used in the Trusted.
In general this should solve it.
Kind regards,
Fabricius

Queries on SAP Solution Manager ChaRM & Service Desk

Hi All,
I have couple of queries on ChaRM and Service Desk. Request your expert advice.
1. As we know it is possible to create a change request from service desk ticket. Now I want to know if it is possible to have a dependency between the Service Desk ticket and corresponding ChaRM request so that till the time the change request is not closed/ Abandoned, the service request cannot be closed.
2. Can a ChaRM change request can have multiple change documents attached to it and if yes how the status of the change request is determined. If we can create only one change document then is it the case that we can handle changes in only one satellite system with one change reuest. Example u2013 2 change requests are required if changes required in ECC & BI system for same incident.
Thnaks.
Best regards, Vithal

Hi Sanjai & all,
Now I want to know some of the scenario where we are required to have multiple change documents. As we know once the change document has got created it is not possible to change the change request. Also in the change document we have certain actions (e.g. quality team approval) which we get on change level and not for each document. Please let me know how this will be possible in case we have multiple change documents getting created (say one for development team, other for customizing team and one for security team).
So in all we have a scenario where some actions are happening at change request level - then some changes at change document level (have multiple change documents)u2013 then again some actions which we want to do on the collective change (will not mind in doing at change document level).
Thanks for all your pointers.
Best regards,
Vithal

SU01 records for Service desk

Hi all. We are busy implementing Service Desk to receive service requests from all SAP clients in our landscape. I am unsure on how to setup the Business Partner and SU01 records on Solution Manager for key users (those who log service requests).
We will have 2700 key users (users that can log a service request) on various clients and our testing have shown that the service desk cannot recognise/validate the user unless they have an SU01 and Business Partner record on Solution Manager. In our scenario these users will never physically log on to Solution Manager as they do not perform any Service Desk function apart from logging requests from 3rd party SAP systems.
I was under the impression that you only need a business partner record for these users to be validated in service desk, but that seems to be wrong.
Is there anyone that can assure me that I do in fact need to create an SU01 record in Solution Manager for these users? If not, can you please advise as to how we can do it without an SU01 record for these users and only use Business Partner records?
Thanks for reading.

I don't have a working SolMan I can log into right now so the answer is general. You do not need an SU01 user for every message creator. You only need a user for message processors on the SolMan system.
Note: There has been a problem for many years that SAP just won't fix. In order to get the list of BP's automatically from the satellite systems you have to have the auth object S_USER_GRP in the satellite system, then the users appear in the BP create screen in SolMan. They need to put that auth in one of the SolMan satellite system roles.
Also be carful to set the right date range in the BP auto create screen so you get the full list of users.

SOLMAN 7.1 SP10 CRM UI Service Desk - How to clear / remove Message Processor on a particular status

Hi Experts,
I have a requirement to remove the stated Message Processor, when the incident / Service Desk ticket is being saved using a particular status (Eg: Sent to Level 1).
Appreciate if someone can guide me how this can be done (whether using simple PPF (tcode SPPFCADM) or we are forced to use BFR+
Thanks in advance
Regards
Shahul

The solution is here
SOLMAN 7.1 CRM UI - "Reported By" Empty
Thanks to Ash.

Service Desk: Support Team Assignment from User not in a Support Team

I am working on configuring the Service Desk and all has been going pretty well until now.
The issue surrounds automatic assignment of Support Teams when a ticket is submitted.
In cases where people assigned to the org structure (PPOMA_CRM) submits a ticket, the support team is assigned correctly (via Rule 13200137 in PFAC_RESPO), but when an end user submits a ticket, it doesn't assign a Support Team.
I have not assigned end users to the org structure because they are not part of the support team and have been using PPOMA_CRM to only establish the support org structure.
So the question is what am I missing to configure SolMan 7.0 so tickets from general users are assigned to the appropriate support team?
Thank you,
Brian

Brian,
It sounds like you did not maintain the identification tab with the ibase for the end users. You have to list every system a user can create tickets for on their identification tab in the General Partner role.
It should look something like:
<system ID> <identification number> <client> <userid>
DEV 1234567890 100 BSMITH
QAS 1234567890 100 BSMITH
PRD 1234567890 300 BSMITH
the very left field's value should be CRM001 for all three.
You do not have to fill out the employee role for end users for the functionality you desire.
regards,
Jason

Service Desk: Basis Message has not been created

Hi Experts
After applying the laster patches on our SolMan (CRM Component) the Service Desk is not working properly.
When creating a ticket with TA NOTIF_CREATE the error message pops up:
Message 000000XXXX created in <SID> with the following error: Basis message has not been created.
We use the standard Notification types. Like SLFN and SLF1 (For ABA message)
In TA DNO_CUST01 there is the standard config. activ also standard Action Profile: SLFN0001_STANDARD_DNO
Number Range: 01
Application: DNO_NOTIF
In TA DNO_CUST04: PROCESS_TYPE: SLFN, RFCDEST_SOL_MANAGER: NONE
The ticket is available in the monitor TA, but the ABA Message is missing. All the details concerning the satellite System is missing too and can also not be maintained manually.
If someone has had this problem as well, I would be very interested to hear the solution.
Thank you very much for your help.
Dominik

Hello Dominik,
so log is red right like you have an error ?
I don t understand why you have this log though cause this message is 060 from class 'DNO'. And there is only 4 function calls that launch error with parameter you re facing (I_PARN) that concerns partners (actors of your ticket) !
And when putting a breakpoint in these 4 function calls and retesting; Solman, at least mine does nt go in any one of them.
You can maybe do the test on your side. The 4 function moduls are (tr SE37, first line each time)
DNO_DB_EX_PAR_USER_CHECK
DNO_DB_EX_PAR_USER_DISP
DNO_DB_EX_PAR_ADDR_CHECK
DNO_DB_EX_PAR_ADDR_DISP
Please put a break point in each one of them and launch transaction crmd_order again and retest.
Could you please confirm that Solman goes there and that parameter i_parn is actually empty...?
Regards
Khalil
Edited by: Khalil SERRHINI on Aug 2, 2010 3:08 PM

Service desk message not seen in SOLMAN

Hi Gurus!
We are creating a service desk message in R\3 system that should be displayed in SOLMAN. But it is not displayed in solution manager. Could you please specify what steps shouls i have to do inorder to get that message displayed.
Thanks in Advance.
Regards,
Kiran

Hi,
did you search with the message number?
If you still don't find it change the selection criteria in CRM_DNO_MONITOR.
Check Destination that you have maintained in R/3 under SM30, for object BCOS_CUST.
Provide as much as info possible when u r posting message on sdn, to get immediate positive response.
Feel free to revert back.
--Ragu

While creating import GR ,system is not saving commercial invoice number

Hi,
While creating import GR ,system is not saving commercial invoice number in database table.
Is there any enhancement or sap note to solve this isssue?
Regards,
Madhu.

Hi,
please follow the process as told u will not have any errors.
1. create import PO with all the duties. But here there are some duties which are supposed to be paid to the customs. so we select the condition type and click on conditiondetail icon and here we enter the Customs vendor number and save the PO.
2. if release of PO is there release
3. then invoice is made with customs vendor by selecting planned delivery costs in the options on the right of the screen... The number generated here will be ur Commercial invoice number which you enter while doing J1IEX_C and GR
4.Then capture excise invoice J1IEX_C
5. Then do a GR with PO
6. Then post excise invoice J1IEX_P
7. Then again do a envoice with the same PO number but select Goods/Service Items on the right.
This is the procedure to be followed for import cycle in CIN
Thanks & regards,
Kiran
Edited by: Kiran. V on Apr 28, 2008 9:30 AM

Note number is not saved in Service Desk ticket

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