Send data from "create support messages" via Mail to a ticket system
Hello all,
I'd like to make use of the option "create support messages" directly out of the induvidula SAP systems. This would raise highly the Information our supporters recieve.
As far as I understand there must be an initial setup to get the above mentioned functionaly in an individual SAP system.
The problem is that we do not want to use the SAP Service Center. We have a very effectiv Interface to our current ticket system which scans incomming eMails, evaluates, classivies and routes them.
Due to this I like still to use the "create support messages" directly out of the induvidula SAP systems to gather the information BUT then I like to send all as an eMail to our ticket system.
Has anyone done something like this or has an idea how to set this up? I have heard that this is a not too rar setup but until now I couldn't find someone who actually set this up.
Thanks a lot
Michael
Hello Michael,
I found your forum entry and I would like to ask if you have solved this problem? I would also like to implement a third party ticked system with menu - create support message.
Do you have any information or documentation how to do this?
Thanks and kind regards,
Leo
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Thanks in advance.
Best regards,
Sérgio VieiraHello,
I'm talking about the message in the Overview tab, under Transaction Data.
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SV -
Create Support Message via ESS
Hi,
I have come up with one new requirement to create support message from ESS.
I have found one BSP application DSWP_CREATE_MSG for same and attached
It in portal. Now the problem is, when message is created SOLD-TO-PARTY, Reported By
Are not getting populated, even Ibase is not getting populated.
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Please help me in this matter..
Edited by: SHREE WADEKAR on May 29, 2009 3:19 PMHi SHREE WADEKAR,
Did you find solution for this issue?
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Hi,
i try to configure my SolMan, so that only a couple of person can create a support message with Help -> Create Support Message.
I look for a role, but can't find anything to solve this issue. Does anyone now what I have to customize, that only people I allow can create a support message in that way?
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MichaelThanks for your replies, but this doesn't solve my problem
1) When I don't create a business partner for those people, they can create messages, but then then the filed "message processor" would be empty in SolMan
2) which role do you mean? I tested with a test-user without any role - he can create support messages as well...
regards
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Hello everybody,
I had installed the Solution manager and IDES server.
I have configure the Maintenance Optimizer, Now I am able to send the
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But Now where to find or serach the message in solution manager ?
or need to be configure service desk?
Please suggest me step by step configuration to check the sended message.
Thankshi
>
ganesh borase wrote:
> I have configure the Maintenance Optimizer, Now I am able to send the
> support message from the IDES.
> Thanks
sorry nt clear from your above statement, you configured maintenance optimzer for download supprot packages. do you want to configure support messages functiionality?
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Create Support Message via BAPI with additional partners
Hi all,
i need to create a support message (slfn) via bapi / function module. The basic creation is no problem with BAPI_NOTIFICATION_CREATE.
But i need to set additional partner(functions) like "approved by" in the support message. With this bapi i can only set the processor and creator of the message.
How can i add additional partners via BAPI call?
Any help would be much appreciated.
DanielHi Daniel,
i do not think there is a standard functionality for this.
you can use function module CRM_DNO_UPDATE_PARTNER to set partner functions to a message. You will have to build your own RFC enabled function module around this, though.
Then you can use it to add your partners after the message was created.
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Christoph -
Error 513 while creating support message help menu in Solman system.
Hi Expert
I am trying to create support message though help in the Solman system. But i am getting an "error 513 message has not created in the Solution manager system".
- maintained the BCOS_CUST table with RFC - NONE
- have SAP ALL authorisation
- using the transaction type SLFN for support message.
- Check the Action profile for SLF1 and found OK.
- Also refered some notes in the sap and implemented but still i am getting the same error.
Please advice.
Regards
Kumar.HI
Do u have BP existing for ur id in solman
Use BP_GEN to create bp for ur user id
otherwise using BP tcode and check if the identification tab is carrying details for solman system with curent client and userid
Hope it solv ur prb
Regards
Prakhar -
Dear sir,
we are facing problem while creating support message in solution manger and satellite systems.we have done all the basic settings in SPRO and activated EWA.
in the satellite system.it is working fine.But while creating support message we are getting the following error message ERROR IN LOCAL MESSAGE SYSTEM
MESSAGE 009999000014 NOT COMPLETE. in solution manager and satellite system.
we have refer the following notes 824640,838063.please suggest me.
Regards,
VenkatHello Venkat,
If you are in SOLMAN 4.0 SP9 for solving the problem in SOLMAN apply note
1011376.
Which message number did you get in the satellite? please check that the user used in the RFC connection SM_..._BACK in SOLMAN system has roles
SAP_SUPPDESK_CREATE
SAP_SV_FDB_NOTIF_BC_ADMIN
In PFCG make sure that both roles has Authorization and User tabs in green status.
Hope this helps,
Dolores -
Create Support Message from external system
HI experts,
I would like to change the Create Support Message screen(Menu->Help->Create Support Message) and add three fields namely: Category, Subject and Solution Number because currently these fields are not populated in the Service desk if I create message in this way unlike in using NOTIF_CREATE tcode where there are selection fields for these.
Also, I'm creating the support message from an external SAP system and the messsage is sent to the Solution Manager system. The NOTIF_CREATE tcode does not exist in the external system as well as the whole package DSWP.
Please let me know you rthoughts on this.
Thanks
EricHi guys,
Thanks for your answers... But is it possible to call transaction NOTIF_CREATE from an external system?
I have done something already so that those 3 fields will be automatically populated for a message sent from an external system.
I changed the screen and called FM BAPI_NOTIFICATION_CREATE(a remote enabled FM which is the one being used by transaction NOTIF_CREATE to create a message) inside FM BCOS_SEND_MSG.
I populated the category, subject and solution in the FM export parameters as well as the solution number in the sap data table. I put a destination also..
This FM calls another FM DNO_OW_CREATE_NOTIFICATION which is the one being used from the external system but do not cater the functionality to send the 3 fields that we need.
As you will notice, there are lots of standard objects that I've changed. =)
My problem now is that the system data sent is the same with the system data if you create the message using NOTIF_CREATE. Some system that were sent when a message is sent from an external system is missing but at least the sap system and client ID is sent. There is no external reference number also. But hopefullly, the users will accept it. Can't find any other solution to this.
Thanks,
Eric -
How to send ALV output data into Excel sheet format via Mail to the user?
Hi friends,
I have a doubt ie,
How to send ALV output data into Excel sheet format via Mail to the user?
regards
MoosaHi,
Provide the output internal table to the objbin in the below FM
Send Message
CALL FUNCTION 'SO_NEW_DOCUMENT_ATT_SEND_API1'
EXPORTING
document_data = i_docdata
put_in_outbox = c_x
TABLES
packing_list = i_objpack
object_header = i_objhead
contents_bin = i_objbin
contents_txt = i_objtxt
receivers = i_reclist
and specify the document type
i_objpack-doc_type = 'XLS'.
and try.
Regards,
Nandha -
Roles required to create support message from satellite system
Hi Team,
I am trying to create support message from satellite system. i have assigned S_RFC and S_RFCACL to the Zrole. Apart from that, is there any other roles to be assined in satelite system to create support message?
Regards
KumarI think that's it.
Of course they roles in the central system too: SAP_SV_FDB_NOTIF_BC_ADMIN and SAP_SUPPDESK_CREATE (or copies thereof).
Regards,
Sean -
Creating Support Messages from Satellite System without SolMan user account
Hi
We are having some problems with users "creating support message" from our ECC system to SolMan, if the user does not have a user account in Solution Manager.
It is not correct, that users from Satellite systems can create support messages from these systems, without the user having an account in Solution Manager? And that the user is identified by the business partner for the user, that must exist in the Solution Manager system ?
We have set up the RFC for the supportmessages between SolMan and the ECC system as trusted RFC, with the "Current user" as the user, but how should this be set up, if the user does not have an account in the Solution Manager system. If we enter a user with the right authorizations in the RFC, will the messages that come through not just appear as created by that user, instead of the ECC user and corresponding business partner ?
Regards
LarsHi,
you can use the use the user for the RFC-Connection in that case. I have customizied a similar scenario. In my scenario the System from which the message was created, is the business partner (SOLD-TO-PARTY). For that you have to create a communication user (i.e SOLMAN<SYSID>). In TA SM59 in the satellite-system you assign this user for the connection. (Don't forget to assign the user to the role "SAP_SV_FDB_NOTIF_BC_ADMIN"). Now, it schould be possible to create messages from the satellite system to the solution manager. Additionally you should create business-partner for each user of the satellite system, by using TA DSWP>EDIT>CREATE BUSINESS PARTNER.
With this TA, it is easy to create BP for each satellite system.
Best regards
Marc -
With SP16-17 we can't create support message from satellite system anymore
hello,
We have implemented the support package 16 and 17 SAPKITL427 in solution manager last week-end and since then all satellite systems can not create support message anymore.
The process is perfectly working in solman itself and we don't think we have thus a process customizing issue here but who knows...
The key user creates the message with the help -> create support message
and when he saves it (clicking the mailbox button) he gets the following error
Error in Local Message System: Function not available Message was Not
Created
In fact the error Message is BCOS088
We debugged the function BCOS_CREATE_MSG and we found out that the function
DNO_OW_CREATE_NOTIFICATION is returning error code 1.
We checked out RFC connection and it looks ok
There is no dumps in ST22, no error in SLG1 in both system...a nightmare
The notification SLF1 is created in solman but the status field of the notification is empty and it looks that the record is somehow corrupted because you can't modify it with dnotifwl.
Due to the fact that the notification is not correctly created the support message is also not created.
SAP and our solman consultant are working on it since 2 days but don't have a clue. Maybe some program where no regenerated correctly ?
If you would have any idea in which direction to look, i would greatly appreciate
thanks a lot
best regards Xavierhi Rohit,
on the satellit I have the following versions
SAP_BASIS 700 0012 SAPKB70012 SAP Basis Component
SAP_ABA 700 0012 SAPKA70012 Cross-Application Component
PI_BASIS 2005_1_700 0012 SAPKIPYJ7C PI_BASIS 2005_1_700
ST-PI 2005_1_700 0006 SAPKITLQI6 SAP Solution Tools Plug-In
SAP_BW 700 0013 SAPKW70013 SAP NetWeaver BI 7.0
SAP_AP 700 0009 SAPKNA7009 SAP Application Platform
SAP_HR 600 0018 SAPKE60018 Human Resources
SAP_APPL 600 0010 SAPKH60010 Logistics and Accounting
EA-IPPE 400 0010 SAPKGPID10 SAP iPPE
EA-APPL 600 0010 SAPKGPAD10 SAP Enterprise Extension PLM, SCM, Financials
EA-DFPS 600 0010 SAPKGPDD10 SAP Enterprise Extension Defense Forces & Public Security
EA-HR 600 0018 SAPKGPHD18 SAP Enterprise Extension HR
EA-FINSERV 600 0010 SAPKGPFD10 SAP Enterprise Extension Financial Services
FINBASIS 600 0010 SAPK-60010INFINBASIS Fin. Basis
EA-PS 600 0010 SAPKGPPD10 SAP Enterprise Extension Public Services
EA-RETAIL 600 0010 SAPKGPRD10 SAP Enterprise Extension Retail
EA-GLTRADE 600 0010 SAPKGPGD10 SAP Enterprise Extension Global Trade
IS-PS-CA 600 0010 SAPK-60010INISPSCA IS-PUBLIC SECTOR CONTRACT ACCOUNTING
IS-OIL 600 0010 SAPK-60010INISOIL IS-OIL
IS-M 600 0010 SAPK-60010INISM SAP MEDIA
IS-H 600 0010 SAPK-60010INISH SAP Healthcare
IS-CWM 600 0010 SAPK-60010INISCWM Industry Solution Catch Weight Management
INSURANCE 600 0010 SAPK-60010ININSURANC SAP Insurance
FI-CAX 600 0010 SAPK-60010INFICAX FI-CA Extended
FI-CA 600 0010 SAPK-60010INFICA FI-CA
ERECRUIT 600 0010 SAPK-60010INERECRUIT E-Recruiting
ECC-DIMP 600 0010 SAPK-60010INECCDIMP DIMP
IS-UT 600 0010 SAPK-60010INISUT SAP Utilities/Telecommunication
SEM-BW 600 0010 SAPKGS6010 SEM-BW: Strategic Enterprise Management
LSOFE 600 0010 SAPK-60010INLSOFE SAP Learning Solution Front-End
ST-A/PI 01K_ECC600 0000 - Application Servicetools for ECC 600
APICON 1470000000 0000 - APICON GmbH, Interface Add ON
thank you Xavier -
Create Support Message from satellite system
Hi, when I create a ticket using "Help - Create support Message" the parameter SY-UNAME is not passed to Service Desk
in other word, the message is created but the field "Reported by" is not filled.
if I want to display the entire message in the form, before saving, I can see that this value is correct...
SY-SYSID DE1
SY-MANDT 300
SY-UNAME SOLMAN
SY-DATUM 20080410
etc.
Any suggestion ?
Regards,
Nacho.Hi,
1) Under identification tab in external BP no. put details as
<Server short name>space<client>space<search term
(which you have maintained in address tab or employee no.
of that user in satellite system)>
2) In ID type put CRM001
3) Under identification put details as <Server short
name>space<installation no.>space<client>space<search
term (which you have maintained in address tab or
employee no. of that user in satellite system)>
4)Go to trns. BP>select BP role as "Employee"> Indentification tab--> Maintain user name same as user id of employee in satellite system or serch term you maintained while creating BP.
Try this. Reward the points for useful answer.
Regards,
Niks -
Service desk error creating support message "help- create support message"
Hi
I'm customizing SM 7.0 SP Stack 15 service desk scenario. I'm in a VAR SAP, so It's a mandatory scenario.
I've done all basic settings from General Settings, Connection to SAP, Online Documentation, ...,
Business Partners, iBase, Basic BC-Sets for Configuration, Number Ranges. After them , for Scenario-Specific Settings-> Service Desk->Service Provider I've done all these steps. At SAP System Solution Manager, I've created solutions at dswp transaction and EW Alert are centralized these steps works. Transaction notif_create works and iBase are well mantained.
The problem is when I try create a support message from satellite SAP system. I logged With a SAP user which is BP, key user and has authorizations in a satellite system and I choose help->create support message, so a pop-up appears and I fill the fields, and I press button (Save/Send). An error appears:
Error in Local Message System: Access via 'NULL' object reference not possible. Message was Not Created
In order solve the error I review:
- The satellite SAP system is at the iBase installed components.
- I've Assign Number Range for ABA notifications at SLF1 transaction.
- I've Checked number range for Service Desk Message at SLFN transaction.
- I've configured ABA Message transaction DNO_CUST01, transaction DNO_CUST04
- (satellite system) Transaction sm30, table BCOS_CUST:
Appl. + Dest. + +
OSS_MSG W SM_SMGCLNT010_BACK CUST620 1.0
TST_CUS 0120009939
RFC SM_SMGCLNT010_BACK works, SM recollects EW Alert from this satellite system
- (satellite system) I logged with a SAP user with these roles:
SAP_SUPPDESK_CREATE
SAP_BC_CUS_CUSTOMIZER according SAP NOTE 834534
SAP_BC_CUS_ADMIN according SAP NOTE 834534
SAP_SV_FDB_NOTIF_BC_CREATE
SAP_SV_FDB_NOTIF_BC_ADMIN
All these roles are mantained.
- I've review SAP Notes 834534, 864195, 621927(I haven't applied this SAP Note because it's older)
Please could you help me?
Thanks and Regards
RaulHi,
When I try create a SAP message via help->create suuport message, I get the same error so I run help->create support message in a satellite system so I run help->create support message in Solution Manager
system. Also, a dump is generated in Solution Manager when I try create support message or from satellite or from solution manager.
========================================================================
Runtime Errors OBJECTS_OBJREF_NOT_ASSIGNED
Date and Time 10.07.2008 10:17:26
Short text
Access via 'NULL' object reference not possible.
What happened?
Error in the ABAP Application Program
The current ABAP program "CL_BOR_SERVICE_PPF============CP" had to be
terminated because it has
come across a statement that unfortunately cannot be executed.
Error analysis
You attempted to use a 'NULL' object reference (points to 'nothing')
access a component (variable: " ").
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.
How to correct the error
If the error occures in a non-modified SAP program, you may be able to
find an interim solution in an SAP Note.
If you have access to SAP Notes, carry out a search with the following
keywords:
"OBJECTS_OBJREF_NOT_ASSIGNED" " "
"CL_BOR_SERVICE_PPF============CP" or "CL_BOR_SERVICE_PPF============CM004"
"PROFILE_CONTAINS_PARTNERDEP"
If you cannot solve the problem yourself and want to send an error
notification to SAP, include the following information:
Information on where terminated
Termination occurred in the ABAP program "CL_BOR_SERVICE_PPF============CP" -
in "PROFILE_CONTAINS_PARTNERDEP".
The main program was "SAPMSSY1 ".
In the source code you have the termination point in line 41
of the (Include) program "CL_BOR_SERVICE_PPF============CM004".
=========================================================================
Thanks and Regards
Raul
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