Problem while configuring email system in service desk message

Hi all,
I have configured my soution manager service desk for sending emails to the key user when the message status changes from New to In process.Now i want that a mail should go to the message processor when the message is assigned to him.For that i will have to define a new action but the issue is which smart form do i need to assign to that action.
Regards
Praveen

Hi Praveen
I am also doing Service Desk config. Can u please tell me how u configured External system. I was able to send messages internally. but from Other systems in landscape i am not able to. I f u have any document from end to end please send me.
Points will be awarded for the solution.
Rajesh

Similar Messages

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

Accessing the service desk message from satellite system

gurus ,
after creating a creating a service desk message to solution manager system via HELP->CREATE SUPPORT MESSAGE ,
how does the message creator from satellite system will view/change the message created by them at late point of time ?

Susin,
the problem is a commonly asked one that I get when I present the Solution Manager to customers. There is always the question: How can the user see the status of the ticket?
From my point of view you can give them access to the worklist but I guess it is really a pain for the user to log on to SolMan and to access the information from there through a complex transaction.
Alternatively to provide the user with access to the ticket system, you could consider sending out an email on (all or only critical) status changes from the system bei assigning an activity to the status change. That might be much easier for the user (and for you).
After looking at and working with work centres I think it would be worth to install the neccesary patch level. It is really beneficial, for the user reporting a problem, as well as for your help desk monitoring their issues.
Since it is a very common question, and Ruediger seems to be close to the source, can you (Ruediger) maybe provide some information how SAP is going to handle that in the future? Is SAP purely focussing on the work centers in Solution Manager, or is SAP planning on a track & trace possibility within the satellite system for the users?
I guess there is no easy solution to your problem, but maybe I was able to provide some ideas how to provide more funtionality.
Cheers
Markus

Error creating Service Desk Message in Satellite System

Hi all
We have two satellite system from which I want to create a Support Message. With my current profile/role and can do it from one system and not from the other system. I get "Error in local message system, message xxx not complete". I dont think it is an Authotization fault, but not sure.
How should the Number ranges be setup for more than one satellite system?
Thanx
Jaco Snyman

Hi Tina
This was my answer in a previuos thread:
Hi all
I also struggled with this for 2 weeks. But the problem is fixed.
Do your "normal: config from the IMG and then:
1) Make sure that you have selected for the system NOT to check for the User in SolMan
tr: DNO_CUST04, Go to Detail, Select the field NO_USER_CHECK, "X", this is very important, otherwise you will have to create a username for everyone on the satellite system... far too timeconsuming.
2) In your satellite system under OSS_MSG: Col1:Application: OSS_MSG, Col2: + : W. Col3: RFC Destination: SM_"SOLMANRFC"_BACK. Col4: + : CUST620. COl5: + : 1.0
In the Solman side you maintain Col3 as "NONE".
3) Make sure that ALL users in the satellite system has the following roles: SAP_SUPPDESK_CREATE and SAP_SV_FDB_NOTIF_BC_ADMIN.
4) Make sure that you have TRUSTED RFC to and from your Satellite system and Solution Manager.
The main one to be sure of is: SAP_ALL for all SOLMANxxx user in the Solution Manager system for every satelite system, because the standard roles from SAP does not work.
This should have your Service Desk Messaging working.
Jaco Snyman

Cannot "Complete" Service Desk Messages in External System

Hello Solution Manager Experts!
I have an issue where we had two Solution Manager Service Desks and needed to consolidate into one. As part of that exercise, we set up an external service desk relationship between the old service desk (call it SID OLD) and the new service desk (call it SID NEW). When sending the service desk messages from OLD to NEW via the action (Send to External Service Desk) we can only set the status to "Accepted", and the status "Completed" is grayed out for the service desk message that resides in the NEW system. In the NEW system, under the Transaction Details-->Transaction Analysis there an error indicating that the message can only be closed by the external system (OLD). However, in the OLD system, the original message is already set to "Complete", and I am no longer able to do anything with the original service desk message. Even if I make another copy of the message in the OLD system and resend the copy to the NEW system (as status "new"), I still cannot mark the service desk message "Complete". In the OLD system, even of this copy of the service desk message is something other then Complete, I cannot mark it complete and synchronize with the new system. I get an error in the old system that says that "The problem message is locked in external system SM_NEWCLNT030_SERVDESK", which is obviously a reference to the RFC destination for the new external service desk.
How can I go back into the NEW system and change the message to "Complete"? Additionally, even if I could close the message in OLD and synchronize with NEW, I am curious how I would get around this issue if the OLD Solution Manager service desk needed to be decommissioned, and was no longer available, this would still be an issue of closing out service desk messages to a status of "Complete". Is there some kind of program I can run agains certain service desk message numbers which will "break" that relationship with the OLD service desk so I can set those messages that originated in OLD to be "Complete" in NEW?
Any service desk messages that are created directly in NEW can be closed out to "Completed". This is an issue that is only a problem with messages that originated in OLD. I hope this makes sense.
Your input is greatly appreciated.
Thanks!

I found a workaround by going into the status profile in the NEW system, double clicking on the CONF status, changed "To be distributed" to "allowed" and "set". Then I backed up one screen so I could see all my status's; and then in the last column of the CONF status in the column labled "Trans.", I set it to RELE instead of FINI.
This enables me to set the "completed" messages from my legacy (OLD) system to "completed" in my (NEW) system. Once I have all the status's set, I'll set the status profile entry for CONF back to the way it was.

Facing some problem while configuring Workflow Manager 1.0.

Hi,
I am facing some problem while configuring Workflow Manager 1.0. in my farm.
Scenario is,
I have installed and configured workflow manager in my farm, it was working well with no issue. But one of team member played with AD and deleted Farm administrator's entry from AD by mistake. So suddenly workflows get affected and stopped working.
Then I added administrator entry in AD, uninstalled the Workflow Manager and installed it again. But now while configuring workflow manager I am facing some issues that "Failure to adding user in BUILTIN\Administrative group. Please add it manually"
And after sometime it shows another error message that, "Starting service Service Bus Massage broken failed: Timed out has expired, the operation has not been completed"
If I go for services then "Service bus Message broker" service is not running properly (Its status is just showing "Starting") and don't starts.
I have also added the user in BUILTIN\Administrator, IIS_IUSER, WSS_WPG group of the machine from computer manager - user and groups.
Also given permission to databases, and assign role of sysadmin and dbcreator to user
I also tried following steps
1) Stop all services associated to workflows
2) Uninstalled workflow manager
3) Deleted all databases associated with workflows
4) Installed workflow manager and tried to configure.
But showing same error.
If I use another SharePoint server farm to configure workflows, there I am not getting first error of adding user to BUILTIN\Administrator group. but second error remains same.
We having SQL server and Active directory at another machine and FARM at another machine, if I use local admin for configuration of the workflows (as local admin can start any services) but entry of local admin is not Active directory so can not assign SQL's
sysadmin, and dbcreator role to local admin.
I am attaching snapshot of error for better understanding.
Your help will be very precious to me.
Thanks,
Rajesh
Rajesh Agravat

Rajesh
Check to see what the service accounts are being used for these Workflow Manager 1.0 services:
Service Bus Message Broker
Service Bus Gateway
Workflow Manager Backend
All of these should be running and your workflow service account should be running all of these. If any are still configured under the old service account, they'll need to be updated. Next, check to see what service accounts have access to the
Workflow Manager 1.0 databases:
SbGatewayDatabase
SbManagement
SbMessageContainer
WFInstanceManagement
WFManagement
WFResourceManagement
The Workflow Manager service account should be mapped as the DBO for all of these. if any are still configured under the old service account, they'll need to be updated.
Given the complete loss of the original workflow service account, and the resultant impact on security configuration throughout the workflow farm, I would recommend performing a re-installation. Do it thus:
Launch Workflow Manager Configuration Wizard
Select the Leave Workflow Manager Farm
Stop all workflow services (see above list)
Repeat steps 1-3 for each instance of Workflow Manager 1.0 Server installed.
Delete all Workflow Manager databases (see above list).
reboot.
Start new installation.

I need help to hide system data in service desk message

We want to our service desk message has so view:
Description AS2_SMS 09.06.2010 10:40:09
test sen
test sen
But it include very many technical info and view so:
Description AS2_SMS 09.06.2010 10:40:09
test sen
test sen
System Data ... 09.06.2010 10:40:10
SY-DBSYS................ ORACLE ...
SY-HOST................. ...
SY-OPSYS................ SunOS ..
SY-SYSID................ ...
SY-MANDT................ 200
SY-UNAME................ ...
SY-DATUM................ 20100609
SY-UZEIT................ 123949
SY-ZONLO................ CET
SY-CALLD................
SY-CPROG................ SAPLSMTR_NAVIGATION
SY-DYNNR................ 0100
SY-REPID................ SAPLSMTR_NAVIGATION
SY-TCODE................
SY-MSG.................. 000
SLIC_SYSID.............. ...
SAP version............. 701
operating system........ SunOS
machine type............ i86pc
node name............... ...
SAP system id........... ...
database system......... ...
database name........... ...
database host........... ...
database owner.......... SAPSR3
rsyn....................
IP address.............. ...
kernel release.......... 701
database library........ OCI_102 (10.2.0.2.0)
kernel compiled......... ...
kernel patch level...... ...
supported SAP vers...... 700, 701
supported database...... ORACLE 9.2.0.., ORACLE 10.1.0.., ORACLE 10.
valid OP system......... SunOS ...
OP system release....... 5.10
ABAP load version....... 1565
CUA load version........ 32
kernel kind............. opt
relinfo................. valid
hot package level....... 5
Компонент ПО/верс./подд. EA-APPL 600 0016
Компонент ПО/верс./подд. EA-DFPS 600 0016
Компонент ПО/верс./подд. EA-FINSERV 604 0004
Компонент ПО/верс./подд. EA-GLTRADE 600 0016
Компонент ПО/верс./подд. EA-HR 600 0045
How to hide System Data part? We use auth CRM_TXT_ID and set TEXTID = SU01 (without SUSD) but system data are included in message.
Edited by: Andrey Garshin on Jun 9, 2010 11:19 PM
Edited by: Andrey Garshin on Jun 9, 2010 11:54 PM

what is term - "scheme"? I don't meet that.
COMV_TEXT_PD is clear for all select.
but:
COMV_TEXT_AS - CRM_ORDERH :
01 Business Partner Text
02 Final Note
03 Header Memo for Predecessor
ASH_PCKI Packing Instructions - Header
IPM00001 IPM BP Text Supplier
ISA_AG01 ISA: Customer Request
OPSM0001 StandardText Sales Methodology
SUSH0001 Header Text and Response Text
not SUSD.
may be another COMV_TEXT*-? Where is it customize?
I find Text Determination Procedure (se73) - CRM_ORDERH-SUSD. But it for print header only, imho..

Regarding problem while assigning logical system

Hi Friends,
I had a problem while assigning logical system to the client where in both of my systems are having same client number which belong to 2 different systems.
while assigning the sender and receiver logical system to the same client i am facing problem stating that an entry has already been made for the same key.
could any one plz give me a clear idea...while assigning logical systems (cross clients) for 2 different systems having same client number.
Regards,
Madhu

Hello Madhusree,
I'm running with same problem. I've created two logical systems and assigned them to two different clients. But here pops up the issue while generating partner profiles, throwing error "No active plan version exists". Later when I researched about the issue, I came to know that T77S0 table doesn't have any entries regarding plan versions. Basically, I created two clients by doing "client copy" from source client (800 & 100). And I could see plan version entries in the T77S0 of client 800. So, I thought of assigning just defined logical system to the source client 800 itself. But it throws error saying "entry already exists"; as client (800) is already assigned with other logical system.
By coming across your post, gives me leap of hope that two logical systems can be assigned to same client. Could you please share me those troubleshooting steps concerning this issue. Points will be awarded.
Regards, Anil.

Bold 9000: problem while adding email address to TO:

Hi Guys!!
I am facing a problem while adding email addresses (whcih are already stored in my BB Bold 9000). while adding "To: or CC:" only 1 email stored contact is displayed. others are not.
please help me some solution.
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If I understand you correctly, while adding email addresses to any particular email IDs you're can't see multiple email IDs. Email addresses are stored under the contact names. You can save multiple email address under one contact. Now while putting name in To/CC field you should be typing the names of the contact and when pressing/selecting names you would be prompted with multiple email addresses.
Try this -
When you device is POWERED ON, remove the battery for a minute, and then reinsert the battery. This make a reboot to your device which minor issues with the BlackBerry device.
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If your query is resolved then please click on “Accept as Solution”
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Service Desk Messages are not generating

Hi All,
I have done BPM to monitor some of the batch jobs of the satellite system in the Solman production system. i have defined notifications(service desk messages) so that i will get a ticket when some job will get cancelled.
Same Configuration i have done for the same set of batch jobs in the other Solman system (i.e development system).
The problem is when some job is cancelled i should get a ticket, but am getting the ticket in Solman dev system but not in solman prod system.
i have checked the configuration several times. Each and every steps i have defined is same in both the systems.
But still am not getting ticket in prod system. Not able to understand where the problem is in prod system.
can anyone please help.
Thanks
Tripti

resolved

Not able to see the Service Desk Message in "Solution_Manager"

Hi Gurus,
Can anyone help me solving my problem,
We are using Solution Manager 4.0, and want to implement service desk for our systems. I have configured the solution manager service desk and we are able to rise the message from satellite system to solution manager, but i am not able to see those messages in "solution_manager" transaction under service desk in solman, but those messages are reflecting in transaction code "dnotifwl" under "No Processer assigned" option of Personal selection>Notifications Tab.
Pease guide me to resolve the problem.
Thanks,
Krishna.J

Hi Nico Effenberger ,
Thanks for ur reply,
1.have not copied slfn to zslf but modified the entries of slf1 and using directly. When i try to copy either it is copying only the entries or saying Entry zslf does not exists in DNOC_TYPE_NOTIF.
2. I am having full authorisation sap_all, and sap_new for my system
3. yes i have created a slfn based on this slf1 messages.
It will be very helpfull if you could send me any doc related to solman service desk configuration you have done.
thanks & regards
Krishna Joish

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

Service Desk Message - Sold-to Party and Reported by

Hi Team,
The Sold-to Party, Reported by are automatically populated in CRMD_ORDER whenever I create Service Desk Message from Satellite Systems, But when I create Support Message in Solution Manager, these does not get populated.
Thanks,

Hi NIshkam ,
If you are creating the support message from help->create support message in solution manager
Please check the following
1. Whether the solution manager is set up in the I-Base in transaction IB52.
2. Check if your ID is maintained in the identification tab of Business Partner for the    solution manager server.
   (path : transaction- BP -> enter the login ID ->Select change in BP role as Business Partner (Gen.)
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ID Type              System - Installation Number - Client - BP ID
CRM0001             zzz   - xxxxxxxxxx          -   999 - login ID.
if these are done then system should be able to recognize the reported by and sold to party.
if you are using CRMD_ORDER trasnaction for the creation of the support message, then the reported by field, SAP Component field and I-Base are entry fields and are not automated. On entering these and save the reported by , support team and Sold to party will be determined base on your configuration.
check if this of help,
regards,
Srinivas
Edited by: Srini24 on May 4, 2010 9:06 AM

Service Desk message does not appear in DSWP

Hi,
I'm currently configuring Service Desk in SolMan 4.0. I noticed that the service desk messages are created successfully from the satellite systems as they generate a message number that appears in CRM_DNO_MONITOR of the Solution Manager system. However, when I check in tcode DSWP --> Operations --> Service Desk, no message appears in the list. I have only used SLFN message type but nothing appears even if I filter the seach for it.
Can anyone help me solve this?
Thanks,
Regina

Hi,
I have seen them now in SAP_SLFN_STAND. It has been working after all.
Thanks anyway!

Missing link to Service Desk Message in e-mailed attached HTM doc

When e-mailing a Service Desk Message, the receiver gets an e-mail with an attached HTM document. However, when opening the HTM document, the following is included:
Go to the following URL:
If the link is not to a valid server, log on to the SAP system and check the following object:
System:OPG
Client:030
BOR Object Type:BUS2000116
BOR Object Key:4A1E433AFCF5012CE10080000A98170D
However, the URL is missing.
I am curious as to what I missed in the configuration. I have combed through the forum on Service Desk configuration and have rechecked everything that was suggested in the forum; but I can't seem to find the piece that inserts the URL into the HTM document that gets attached to the e-mail when the service desk message is sent to a message processesor. I couldn't find an answer in service.sap.com.
We are using SAP SolMan 7.0 support pack 17
Any help will be appreciated.

Hello AP
Can you be more specific about what you mean by "check your default assignment for the message opening". Where do I check this, what should I be looking for? What t-code or SPRO area should I be checking?

Problem while configuring email system in service desk message

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