Restrict Help Desk Message Screen

Dear All,
I had configured Help Desk in Solution Manager.
Now I want to do some user specific restricetion as follow.
1) When we open any Help Desk message, at that time on the left side selection screen, we are able to see message like Last week, This Week, Next Week, Last Year, This Year, Next Year etc. When we select these option it will display all the message as per selection but i want to display meaasge for respective user only. Is it possible?
2) In Help Desk message, after pressing Transaction Data Button, in SAPAttribute tab, one field named SAP Component is there.
We are able to change the Component of that meaage. But I dont want to allow any one to change Message Component once its created. I want it only in display mode. Is it possible?
Waiting for your reply.
Regards,
Nisit

Hi Rogério,
This is what I did at my customer end. instead of deleting it completelty, I moved the message to different table.
This code might solve your problem.
REPORT Z_CRMDORDERADMH_COPY.
*data: lv_crmd type crmd_orderadm_h,
     lt_crmd like table of lv_crmd.
**select * from crmd_orderadm_h into table lt_crmd where PROCESS_TYPE = 'SLFN' and posting_date GE '20090601'.
INSERT ZCRMDORDERADMH from table lt_crmd.
*clear lv_crmd.
*select single * from ZCRMDORDERADMH into lv_crmd where guid = '06632C4AA3B00278E10000008625C830'.
*insert crmd_orderadm_h from lv_crmd.
*commit work.
if sy-subrc = 0.
   delete crmd_orderadm_h from table lt_crmd.
   commit work.
   endif.
If you can not understand the code, please ask any abaper to check and understand what exactly this code does.
Regards,
Shyam.

Similar Messages

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 :
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TRANSACTION)
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The inputs that i gave in wizard inorder to add attachment as a new feild in CRMD_ORDER transaction are:
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2) While defining the feild name, i gave Attachment as the feild name and choos check box.
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Now can you tell me,if the steps and the inputs that i gave are right or nt?
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Delete Help Desk Message

Dear All,
I my Solman Help Desk there are lot of test message.
I want to delete it, so for that I need to archive those message.
One can archive data using SARA.
But I don't know how to execute SARA. Can any one guide me in detail to execute SARA to archive help desk message?
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Hi Rogério,
This is what I did at my customer end. instead of deleting it completelty, I moved the message to different table.
This code might solve your problem.
REPORT Z_CRMDORDERADMH_COPY.
*data: lv_crmd type crmd_orderadm_h,
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**select * from crmd_orderadm_h into table lt_crmd where PROCESS_TYPE = 'SLFN' and posting_date GE '20090601'.
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If you can not understand the code, please ask any abaper to check and understand what exactly this code does.
Regards,
Shyam.

L1 and L2 in Solman Help Desk

Dear All,
There are two level, L1 and L2 in Solution Manager Help Desk Message.
Can any one help, what is the difference between these two level?
Regards,
Nisit

Hi Nisit
whr/wht r u referring to.
Service desk is totally configurable/Flexible and can be integrated with 3rd party also...
L1 & L2 can be internal
e.g Basic issue first solved by internal L1 Team and advanced issues can be solved by L2 team
or
L1 can be internal and L2 is external like send to SAP
but it is all based upon requirements so u can configure it based upon ur requiremetns
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Regards
Prakhar

Create support desk message through "Help"

Dear friends,
I am creating support desk message in my Sol Man system through "Help" menu. At that time, system automatically calling transaction type "SLF1".
Now i have created the new transaction type "ZZSL" by copying from SLF1.
Now i want the system to call the new transaction type "ZZSL", when i create a support ticket through "Help".
How to enable this?
Please guide me on this.
Regadrs
Senthil

Dear Anand,
Thank you for the reply. But this one will work, if i create a support desk message through t.code NOTIF_CREATE.
But i am NOT creating the support desk message through the transaction NOTIF_CREATE.
I think you are of aware of creating the support desk message through "Help" menu.
At that time i want to link transaction type "ZZSL".
or..can u give u mail ID ..i will send the screen shots
Senthil

Restricting values F4 help in selection screen-Urgent

Hi,
can anyone pls tell how can I ristrict the values for search help in any field in selection screen.
please tell me the way to hide some values in F4 help in selection screen so that user can not see those data for selection.
Regards

i think u can not hide the data.........
create own f4 help............restrict the data and then pass it the f4 internal table....
fro exp;;;;;
types : begin of ty_tab,
          post_code1 like adrc-post_code1,
         end of ty_tab.
data : it_tab type ty_tab occurs 0.
data : lt_field type table of dfies,
         lw_field type dfies.
select post_code1 from adrc into corresponding fields of table it_tab.
call function 'F4IF_INT_TABLE_VALUE_REQUEST'
      exporting
        retfield        = 'POST_CODE1'
        dynpprog        = sy-repid
        dynpnr          = sy-dynnr
        dynprofield     = 'LI_LIST1'
        value_org       = 'S'
      tables
        value_tab       = it_tab
     field_tab       = lt_field
      exceptions
        parameter_error = 1
        no_values_found = 2
        others          = 3.
if sy-subrc <> 0.
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endif.
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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.
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Issac Ohasi
SAP Solution Manager Consultant
São Paulo - Brazil

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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..

Need help correcting message error number

Hello, i need help correcting message number for running archiving test runs.
05.08.2011 08:31:42 Message number 999999 reached. Log is full                                BL           252          E
05.08.2011 08:31:42 Job cancelled after system exception ERROR_MESSAGE                        00           564          A
Any help wopuld be appreciated.
Regards.

Summary
Symptom
One or several database tables of the application log contain too many entries.
The following database tables belong to the application log:
- BALHDR (all releases)
- BALHDRP(< 4.6C)
- BALM   (< 4.6C)
- BALMP (< 4.6C)
- BALC   (< 4.6C)
- BALDAT (>= 4.6C)
- BAL_INDX (all releases)
Other terms
RSSLG200,
RSSLGK90,
SLG2,
application log,
log
delete,
performance
Reason and Prerequisites
The application log is a tool to collect, save and display logs.
Many different applications collect messages in the application log which contain information or messages for the end user. The application automatically log serves as a temporary storage for messages. The logs are written on the database but they are not automatically deleted.
There is no general procedure for switching the application log on or off. Some applications provide this option or they offer the option of reducing the number of entries created. (See Notes 91519, 183960, 141244).
The expiration date of application logs
A log usually has an expiration date, which is set by the application, that calls the 'Application log' tool. If the application log does not set an expiration date, the 'Application log' tool sets the expiration date as 12/31/2098 or 12/31/9999,depending on the release, which allows the logs to stay in the system for as long as possible. The end user cannot set the expiration date. The expiration date does not mean that logs which have reached that date will automatically be deleted. It is used to control the deletion of logs when you call the Deletion report. The DEL_BEFORE flag in the BALHDR table determines whether or not the log can be deleted even before the expiration date is reached.
DEL_BEFORE= SPACE means that the log can be deleted before the expiration date is reached. (Default value)
DEL_BEFORE='X' means that the log can only be deleted after the expiration date.
Solution
Deleting the logs of the application log.
Releases >= 4.6A:
=====================================================================
In Releases >= 4.6A, use Transaction SLG2.
On the selection screen you can restrict the amount of logs to be deleted:
The 'Object' and 'Subobject' fields specify the application area in which the logs were written (see F4 Help).
The 'External Identification' field specifies the number which was          provided for this log by the application.
o If you also want to delete logs which have not reached the expiration date you must set the option "Also logs which can be deleted before the expiration date".
Select 'Help with application' in Transaction SLG2 for further explanation of the procedure for deleting.
SLG2 is a report transaction. The corresponding report is SBAL_DELETE. At regular intervals, this can be scheduled as a background job.
Releases < 4.6A:
=====================================================================
For Releases < 4.6A, note the following instructions:
In general, the deletion of application logs can be carried out in two steps:
1. Report RSSLG200: Deletion of all logs which expired:
Use report RSSLG200 to delete all logs whose expiration date is reached or exceeded. (This report is not yet available in the standard in Release 3.0F. In this case, the report can be installed in advance; see corrections attached to this note).
As of Release 3.1H, Report RSSLG210 is also available. This report allows the definition of a job that runs regularly and deletes such logs.
2. Report RSSLGK90: Deleting all logs for which a deletion is allowed before expiration:
Sometimes, step 1 does not delete enough logs. The reason for this might be that the expiration date of the logs is too far in the future or that no expiration date has been defined at all (in this case, depending
on the release, the assumed expiration date is 12/31/2098 or 12/31/9999)
Use report RSSLGK90 for these logs.
When you execute this report, you can restrict the logs to be deleted in a selection screen:
The fields 'Object' and 'Subobject' specify the application area which wrote the logs (see F4 help).
The field 'External number' indicates the number which was assigned by the application for this log.
Field 'Log class' indicates the importance of the log.
NOTE: By default, this field contains the value '4', this means only logs with additional information. If you want to delete all logs, enter the value '1' in this field. All logs with log class '1' or higher will then be deleted.
The fields 'To date' and 'Until time' refer to the creation date of a log.
If you enter 12/31/1998 and 23:59:59, you get all logs created in and before 1998
NOTES:
Client-dependency:
Note that the application log tables are client-dependent. Therefore, you must delete data in each client.
Which applications create entires in the application log:
To determine which applications create the logs, look in Table BALHDR to see which objects the logs were created for ( Transaction SE16, Table BALHDR, Field OBJECT). You can find the text description for the object in Table BALOBJT. The application is usually derived from the name and text of the object. The log is displayed in Transaction SL61. The display is restricted to certain objects, among other things.
Database error:
If very many data exists on the DB, Report RSSLGK90 might cause problems. In this case, implement Note 138715.
In very rare cases a dump is created even after Note 138715 was implemented:
    ABAP/4 runtime error DBIF_RSQL_SQL_ERROR
    SQL error 1555 occurred accessing table "BALHDR "
    Database error text...: "ORA-01555: snapshot too old
If you cannot correct the error by means of database utilities, Note 368700 provides a way to bypass this error.
Report RSSLG200 can also run into problems. In this case, use the correction for Report RSSLG200 attached to this Note.
Expiration date in Report RSSLGK90:
There are logs on the database which may only be deleted explicitly after the expiration date (flag DEL_BEFORE = 'X' in table BALHDR). These logs are not deleted in advance by report RSSLGK90. Since, however, this flag is used very rarely, you can ignore this data.
Restriction of the quantity of log data by the application:
To avoid large quantities of logs from different applications, also refer to the following notes:
- 91519
- 183960
- 141244
Archiving logs:
As of Release 6.20, it has been possible to archive logs.
The logs are archived via archiving object BC_SBAL.
The archiving programs are started via Transaction SARA (archive administration).
Via Support Packages, the archiving of application logs has been made available for Releases 4.6C (SAPKB46C27), 4.6D (SAPKB46D17), and 6.10 (SAPKB61011) as well.
Header Data
Release Status: Released for Customer
Released on: 04.08.2005 13:55:45
Master Language: German
Priority: Recommendations/additional info
Category: Consulting
Primary Component: BC-SRV-BAL Basis Application Log
Affected Releases
Software
Component Release From
Release To
Release And
subsequent
SAP_APPL 30 30F 31I
SAP_APPL 40 40A 40B
SAP_APPL 45 45A 45B
SAP_BASIS 46 46A 46D X
SAP_BASIS 60 610 640 X
Corrections Instructions
Correction
Instruction Valid
from Valid
to Software
Component Last
Modifcation
158903 30F 30F SAP_APPL 16.05.2000 07:13:08
162069 31H 45B SAP_APPL 16.05.2000 07:16:07
Related Notes
1009281 - LAW: Runtime error CONNE_IMPORT_WRONG_COMP_TYPE
856006 - Mass processing saves unnecessary logs
737696 - Add. info on upgrade to SAP R/3 Enterprise 4.70 Ext. 2 SR1
706478 - Preventing Basis tables from increasing considerably
637683 - Add info about upgrade to SAP R/3 Enterprise Core 4.70 Ext 2
587896 - Add. info on upgrade to SAP R/3 Enterprise Core 4.70 SR1
540019 - Report RJBTPRLO does not work correctly
400687 - Delete application log: DBIF_RSQL_INVALID_CURSOR
390062 - Additional information about upgrading to 4.6C SR2
370601 - Composite SAP note: APO 3.0 and 3.1 performance
365602 - M/AM: Sales agent determination log - perf.
327285 - Additions to upgrade to 4.6C SR1
183960 - ALE: Deactivating application logs for data transfers
141244 - Deactivating the application log during data transfer
138715 - RSSLGK90: Too many lock entries in the database
118314 - Installing the interface to a separate EH&S
91519 - Deleting logs of the application log
Print Selected Notes (PDF)
Attributes
Attribute Value
Transaction codes BALC
Transaction codes BALM
Transaction codes CLEAR
Transaction codes HIER
Transaction codes SARA
Transaction codes

Creating Support Desk message in Satellite System Priority & Trans.Type

Dear Colleagues,
When we click on Help ->Create Support Message . Create Message screen appears, in this screen we can select the Priorities. I wanted to know where we define these priorities. Is it in Satellite System(R/3 ) or in Solution manager.
After creating the message, it will automatically take SLFN Transaction Type. But I want use Z Transaction type for all support messages. Where i need do the changes.
Regards
PK

Hi PK,
There is an IMG activity for defining a default priority. It work within workcenter and message creation from SolMan. You can test if it works when you create the message from R/3 backend.
Please refer to SAP Note 1362264 - Work Centers: Incident Create default Priority & Category, where the customizing is given (you only need to apply the note if you are using .the workcenters).
Edit : it is likely that the default priority comes from the basis notification when creating message from backend. You can try to change the default priority using the BAdI SBCOS001 in the satellite system.
Best regards,
Stéphane.
Edited by: Stephane BUSTARRET on Mar 9, 2010 4:19 PM

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

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I open Mail, and a new message screen comes up. I cannot get rid of it, and I cannot get to the mail in my mailbox???

When I try to open my mail (not IMail) a new message screen comes up on my iPad (version 8.1.3 (12B466), and I cannot cancel it; it prevents me from getting to the mail in that mailbox.

Try a reset: Simultaneously hold down the Home and On buttons until the device shuts down. Ignore the off slider if it appears. Once shut down is complete, if it doesn't restart on it own, turn the device back on using the On button. In some cases it also helps to double click the Home button and close all apps BEFORE doing the reset.

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I made my apple id today on my ipad 2 ios 6 update and i went straight to logging in on iMessage, i logged in, after reading i clicked next, i got the email to verify on my ipod so i verified but as it was still verifying on the ipad it went right back to the log in box. this repeated itself over and over, help?

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.)
            -> Select the Identification tab.)
   your ID should be maintained as below for the solution manager:
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

Restrict Help Desk Message Screen

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