Problem in Service Desk ITSM in SOLMAN 7.1

Dear Experts,
I have facing a problem in ITSM Service desk configration.Almost configration part is complete but whn my end user raise a ticket
it is not showing me in SOLMAN_WORKCENTER.I have assign the role for both side processor & keyuser role.
Please help.
Rgds
Sudarshan

Hi Sudarshan,
have you created a support team and set it determination as per below blogs
http://scn.sap.com/people/dolores.correa/blog/2007/10/06/service-desk-support-team-determination
Incident Management: Support team determination in Solution Manager 7.1
once you do above the ticket is assigned to support team and filled in the incident/ticket.
further, the team assigned ....its member can view that in their own queues
hope this clarifies & resolves
Thanks
Prakhar

Similar Messages

Service Desk Issue in SolMan 4.0 - Installation Number differrence

Hi all,
I am in the process of setting up Service Desk in SolMan 4.0. When I create a message in my satellite system, the message is sent successfully and appears in my Solution Manager. However, I have red light appearing. This is because I need to provide Sold-To Party and Reported By Business Partner entries in the support message. My understanding, please correct me if I am wrong, is that these entries can be automatically filled based on iBase information. I have followed the IMG to setup the iBase.
Upon further investigation, I noticed the following problem. My installation number in the satellite should be XXXXXXXXXX, this is reflected in the System Landscape and iBase. But, when I look at the SAP Attributes tab in the Support Message, the installation number is YYYYYYYYYY. I think that this difference is a possible cause of my problem at hand.
This was the problem as there was an entry in table BCOS_CUST with YYYYYYYYYY in the satellite system. Can anyone tell me where this entry came from? Could this be from configuration of Service Desk?
Thanks,
Robert

Thank you very much!
The problem is solved!
Im my case was necessary to apply SAP Note 1055630.
I have assigned the role "SAP_SM_S_USER_GRP" to the user with RFC_READ connection, refreshed the last alert in DSWP and tha is.
regards!
Thom

No users are shown for Service Desk functionality in SOLMAN 4.0

Hello!
I would like to set up the business partners for Service Desk in SAP Solution Manager.
If I choose the solution and execute "Edit --> Create Business partner" for the SAP R/3 4.7 then I get the warning no users are shown under the system.
For the SAP SRM 5.0 I get only one user (SOLMAN<SID><CLNT>), meanwhile I set the data selection to blank.
I also copied the user account of SOLMAN<SID><CLNT> to the user test with no success.
I have assigned the Object S_RFC_ and S_USER_GRP.
The users have also the profile SAP_ALL.
How can this problem be solved?
Thank you very much!
regards
Thom

Thank you very much!
The problem is solved!
Im my case was necessary to apply SAP Note 1055630.
I have assigned the role "SAP_SM_S_USER_GRP" to the user with RFC_READ connection, refreshed the last alert in DSWP and tha is.
regards!
Thom

No users are shown for Service Desk functionality in SOLMAN

Hello!
I would like to set up the business partners for Service Desk in SAP Solution Manager.
If I choose the solution and execute "Edit --> Create Business partner"
no users are shown under the system.
Especially for the SAP R/3 4.7 system it is the case.
If I change the data selection for an earlier time or leave blank, the situation does not change, meanwhile I have enough users in the satellitesystems.
<b>How can this problem be solved? </b>
Thank you very much!
regards
Thom

Hi,
Answering your question!
Ans. 1. Either user should have SAP_ALL + S_RFC.. it is very important to have S_RFC object. SAP excluded S_RFC from SAP_ALL for the security reason.
or , any user should have authority to create and delete users + S_RFC, S_RFCACL & S_T-CODE.. I just did my setup, so I remember after searching for long long....
Ans. 2. you need the following RFC's for sattelite system;
>>> SM_<SID>CLNT(CLIENT#)_READ
>>> SM_<SID>CLNT(CLIENT#)_TRUSTED
>>> SM_<SID>CLNT(CLIENT#)_TMW
you should see them in solman sm59.... make sure you use proper user with proper OBJECT. other wise, u'll see bunch of dumps every hour.. Let me know if you need any other help!!
Thanks,
I hope this will fix your problem

Problem in service desk

Hi All,
I have configured service desk in my solution manager system. And the service message sent from satillite system are reaching solution manager. Now my doubt is, how to view the reply sent from solution manager? is there any Transaction code to view that reply? Please help me in this....

Hello Alex,
Please see Doubt on viewing service message reply from solution manager???
Best regards,
Dolores

Service desk integration with 3rd party tool

Hi all,
I've problems understanding the setup of connecting a 3rd party service desk tool with solman itsm.
So far it's clear that I need to activate and configure the service provider and consumer in soamanager.
The webservice then will be called by the 3rd party tool with corresponding data.
However, according to spro I need to define a value mapping for incoming/outgoing calls.
I do not understand this mapping... the WSDL of webservice ICT_SERVICE_DESK_API contains lots of fields, but in spro -> value mapping I can only define the following fields (which are hard coded in type pool AIICT):
SAPCategory
SAPComponent
SAPDatabase
SAPFrontend
SAPIncidentID
SAPIncidentStatus
SAPInstNo
SAPOperatingSystem
SAPSoftwareComponent
SAPSoftwareComponentPatch
SAPSoftwareComponentRelease
SAPSubject
SAPSystemClient
SAPSystemID
SAPSystemType
SAPUserStatus
What about attachments, priority etc.?
Will the interface parameters mapped to these ones?
For what purpose do I need to maintain the value mapping?
Can you give me a hint?
Regards, Richard Pietsch

can you please check the WIKI Solution manager Service Desk Integration with third party service desk - SAP Solution Manager - Security and Authorizat…

Service Desk - Expert Mode - Not all actions are available

Dear SAP colleagues,
I have just implemented the Service Desk in our SOLMAN system.
1. I choose Incident Management
2. I click on Queries
3. I click on a ticket (Transaction ID).
4. I edit the message
5. When I select Actions, I only have the 4 following options :
    - Send Message to SAP
    - Maintain SAP Logon Data
    - Display SAP Action Log
    - Update SAP Message
When I consult some demos, there are many differents options available in Actions menu, as, for example :
- Open System fro SAP
- Confirm Message to SAP
- E-Mail to Message Creator (Mail)
- Print Message
- Create Change Document
- Call Solution Manager Diagnostics.
Is it due to an missing authorizations (roles and profiles) ?
Thanks for your input.
Best regards
CP2009

Dear Rajeev,
First of all, thanks for your input.
I have choosen SIVA when I have activated BC Sets.
Should I activate also BC Sets for transaction type SLFN ?
1. I have started SPPFCADM and follow your recommandations.
2. I have choosen CRM_ORDER
3. I have then click on "Condition Configuration (Transportable Conditions)
4. There are many entries related to the Support and Service Desk
Example : Support Desk Message Action Profile
I have 5 actions defined -
Action 01 : Send Message to Processor
Action 02 : Create/Change Basis Message from CRM Procedure
Action 03 : Send Notification to SAP
Action 04 : Update Message from SAP
Action 05 : Confirm Message to SAP
I have activate BC Sets for transaction type SIVA, not for SLFN.
Best regards
CP2009

Service Desk: Support team determination - Action Logs error

Hello experts,
I have customized the service desk functionality in Solman 7.0 EHP1 according to SAP help and the various (very helpful blogs from sdn). When I create a message from satelite system the "Support Team" field is already filled with the correct business partner, but when I look into the ACTIONS tab I see the following error message (red light) "Find support team responsible, when message is created". In the processing log I have the following entries:
"Processing CRM_DNO_PARTNER_1 Is Started"
"Action could not be successfully executed".
Additional no Email is sent to the BP SUpport team even I have customized it accourding to the blog from Tammy Powlas "Service Desk Support Team E-mail Notification".
When I open the created message in change mode and save the message (without any changes), then the email is sent correctly.
Can anyone give me a hint, what I did wrong.
Thanks in advance,
Thomas

Hi Thomas,
When the PDF is generated during the creation of the message, some information is not yet available to the smartform program, so most of the fields are not filled. In order to have the complete PDF, you have to send the e-mail after the document is completely created, which means using the processing time "Processing when saved" (and then you have to open the message and save), or via Job using the Processing time "Processing using selection report", and scheduling the job as mentioned by Cristiano. In this case no e-mail will be created immediately as you wish (I did not use "sent immediately" , but "created immediately", because it also depends on your SCOT job which will send the e-mail). In my case I did not need to send in the e-mail details such as System ID, SAP Component and System details to the Support team, only the message number, priority and description.
If you decide to schedule the job, create a variant as explained by Cristiano. Enter the Application CRMD_ORDER, Action profile, Action definition if you want to specify which action or actions you want to execute (if you only want to schedule the job for your email to support team action, put this action definition here), Promotion status "0", keep empty field Processing type (do not put INT for e-mail), and select Processing Time "Processing using selection report". Keep dates in blank. Set "Processing without dialog" on. It's very important that you configure your action to be executed via report, as I said in the beginning, otherwise the job will not work and you will have the "0 actions have been selected" message. Also schedule your job periodically with a very short interval if you have many messages created each hour. It also depends on your SCOT configuration. The CRM action job will only send the e-mails to the queue.
The business partner assigned to the user that holds the position below the org unit should be entered in the message processor field, but this should not cause any error in the action that determines the Support Team business partner, as this field is correctly determined. Did you configure any other action or BADI to fulfill the message processor automatically? The standard SLFN0001_ADVANCED_FIND_PARTNER action as far as I know will not do it. I have Solution Manager 7.0 with SP25 and I don't have any error message in the FIND_PARTNER action, it is all green.
If you did not create yet any action or BADI implementation for the message processor, and if you have only one business partner (person) assigned to your support team, as you described (one Org Unit, with one position and one member), you can do the following:
- Go to the Access Sequences definition and copy access sequence 0009 (organizational data: employee for an org. unit). In the Individual Accesses change the Source from Department to Support Team.
- Go to the partner determination procedure and for the SLFN0004 select the access sequence just created.
This access sequence uses Rule AC10000258 to determine the business partner Employee of an Org Unit.
Try to create a new message and check if it works. This rule does not work if you have many members below one support team.
You may also check SAP note [1041455|https://websmp130.sap-ag.de/sap%28bD1lbiZjPTAwMQ==%29/bc/bsp/spn/sapnotes/index2.htm?numm=1041455].
Regards,
Raquel
Edited by: Raquel Cunha on Mar 3, 2011 4:30 PM

Deletion of messages created in solution manager service desk

Hi All,
I have implemented service desk functionality on solman 4.0. and for the testing we have created a number of messages from the satelite system. now i want to delete the messages from the list in crm_dno_monitor list.
could someone help me as to how do i delete all the test messages created in the service desk.
Regards
Mahendra K

Hi Ben,
Thanks a lot for ur reply, but i have a few queries which have not been answered in the attached post.
after we confirm the message deletion from the table DNOD_NOTIF. but again when we go ot the message list and observe we still find the messages there.
also how do we delete messages with status of 'External Processing' and the list only shows the messages which are outstanding the date.
could you help me in resolving the same.
Regards
Mahendra K

Solman 4.0 Service Desk Error

We have recently installed Solman SR1, with sp level 8 in windows/oracle10g.
We have activated the SD as per the logs and in SPRO.
When we try to create a support message in crmd_order, we receive the below dumps. We have checked in SAP notes but there is no solution.
Can you please help us on the same.
Also if you have any documents related to activating service desk for solution manager 4.0, it would be of great help to us.
Please send the same to [email protected]
Thanks & Regards
Senthil
Runtime Errors         OBJECTS_OBJREF_NOT_ASSIGNED
Except.                CX_SY_REF_IS_INITIAL
Date and Time          30.05.2007 10:28:04
Short dump has not been completely stored (too big)
Short text
     Access via 'NULL' object reference not possible.
What happened?
     Error in the ABAP Application Program
     The current ABAP program "CL_TRIGGER_SELECTOR_PPF=======CP" had to be
      terminated because it has
     come across a statement that unfortunately cannot be executed.
What can you do?
     Note down which actions and inputs caused the error.
     To process the problem further, contact you SAP system
     administrator.
     Using Transaction ST22 for ABAP Dump Analysis, you can look
     at and manage termination messages, and you can also
     keep them for a long time.
Error analysis
     An exception occurred that is explained in detail below.
     The exception, which is assigned to class 'CX_SY_REF_IS_INITIAL', was not
      caught in
     procedure "SELECT_PROFILES_BY_APPL_REF" "(METHOD)", nor was it propagated by a
      RAISING clause.
     Since the caller of the procedure could not have anticipated that the
     exception would occur, the current program is terminated.
     The reason for the exception is:
     You attempted to use a 'NULL' object reference (points to 'nothing')
     access a component (variable: "LO_TRIGGER").
     An object reference must point to an object (an instance of a class)
     before it can be used to access components.
     Either the reference was never set or it was set to 'NULL' using the
     CLEAR statement.

> i configured in the child system the rfc connections before and also checked in BCOS_CUST table to make sure that this rfc connection is existing.
> but still i am not able to see the components in the solman.
> i do not have access to market place,
Interesting... so you won't be able to download (and apply) any necessary notes or get the documentation or necessary BC-Sets that are attached to notes...
> are there any other configurations i need to make in child systems. what transactions do i need to use in child systems to send problem ticket to service desk in solman.
You either doubleclick on the SAP icon in the upper right corner in the SAPGUI or you use the "help - send support message" menu.
This is all covered in the documentation.
Markus

Getting Error in Solman 4.0 Service Desk

Hello Everyone,
I have installed Solman 4.0 on windows 2003 server and oracle database, I am starting to configure solman for different features like service desk, solution monitoring, sdccn etc
after i configured service desk from SPRO when i create a message i am able to fill all the fields excect for the field component i am not able to see any components inside the drop down list and without specifying this it is not allowing me to proceed further to create the message (notif_create)
and also how do we create a message from the other systems that we configured in solman through the RFC's.
Can anyone please reply to this message. I will definitely reward points. I need to configure the solman ASAP.
thanking you
srikanth

> i configured in the child system the rfc connections before and also checked in BCOS_CUST table to make sure that this rfc connection is existing.
> but still i am not able to see the components in the solman.
> i do not have access to market place,
Interesting... so you won't be able to download (and apply) any necessary notes or get the documentation or necessary BC-Sets that are attached to notes...
> are there any other configurations i need to make in child systems. what transactions do i need to use in child systems to send problem ticket to service desk in solman.
You either doubleclick on the SAP icon in the upper right corner in the SAPGUI or you use the "help - send support message" menu.
This is all covered in the documentation.
Markus

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 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

Automatic EMAIL creation upon CRM_ORDER creation (SOLMAN Service Desk)

Hi All,
We configured Service Desk in Solution manager and that uses CRM functionality. We created a ACTION PROFILE from copy of standard SLF00001 and created an entry for ACTION DEFINITION Z_SEND_MAIL_TEAM_ON_CREATION with all settings for automatic issuing.
SCHEDULE AUTOMATICALLY = X
PARTNER DEPENDENT = SLFN0003
Determination Technology           Determination Using Conditions that Can Be T
Rule Type                          Workflow Conditions
Action Merging                     Set Highest Number of Processed Actions
With the proper Processing type SMARTFORMS below:
Form Name                   Z_SD_NEW_NOTIF_01
Processing Class            CL_DOC_PROCESSING_CRM_ORDER
Processing Method           CRM_ORDER_EXEC_SMART_FORM
Archive Mode                1 Mail Only
THE WHOLE QUESTION is about the condition I put to it. I created a start condition called "When new service desk message is created" and put the following condition
&CRM Service Process.User Status&          =              E0001SLFN0001
I know it is not ideal to identify if it is a message creation but it should suffice.
The problem is that once the message gets created, I get the following in the actions tab in the message:
- The message gets in status YELLOW (NOT PROCESSED), but the START CONDITION E0001SLFN0001 is EXACLTY the same value I have in CONDITION PARAMETERS.
Any idea why the message is not getting triggered?
The log has the following:
Action Z_SEND_MAIL_TEAM_ON_CREATION (Send Email to Support team on creation)
1 conditions for action Z_SEND_MAIL_TEAM_ON_CREATION were read
Condition 1 returns an action template
Number of action templates from the determination: 1
Action is partner dependent, partner determination is performed
1 partner(s) found
Action Z_SEND_MAIL_TEAM_ON_CREATION type MAI was generated and added
Action Merging: One Unprocessed Action with Equality Check
An identical action has been determined again
Action Z_SEND_MAIL_TEAM_ON_CREATION of type MAI is kept
Help is appreciated.
Thanks
Leonardo De Araujo

Thanks.
I also found this: Note 1041455 Partner dependant actions are not executed
By the way, I assume that if I want to debug the Process method of the process type, I need to set it to 1 (as you said) and run the report. Otherwise the breakpoint is not reached.
What is the report name?
Thanks
Leo

SolMan vs. External Service Desk

Hello all.
I would like to connect SolMan with an external, third-party help desk: does anybody do that?
I need detailed and technical informations,because what is provided in Customizing is not enough.
Thanks in advance
Michele

Hi Michele,
The SAP Solution Manager provides an interface to which you can connect an external, third-party service desk. You can exchange support messages bidirectionally between the two, via this interface.
There is a technical description of the interface in the SAP Service Marketplace, under www.service.sap.com/solutionmanager -> Media Library -> Technical Papers.
You can refer the same, hope it helps
Regards
Taj

Problem in Service Desk ITSM in SOLMAN 7.1

Similar Messages

Maybe you are looking for