Service contract determination for support messages

Hi Gurus,
I have the requirement for automatic determination of service contract for support messages created.
Which rule i should use for automatic determination of sales and service organization for the support messages
Please help me
regards
Naveen

Hello Solman Gurus
Please help for my issue,,, if anyone could...
Full points will be rewarded
regards
Naveen kumar

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Service Contract Determination for material product

Hello,
I am trying to implement service contract determination for a complaint and I observe that the service contract gets determined at the complaint item level only when I add a service type product at the item level and not when I add a product of material type. Is this a system limitation that a service contract can be determined only for a service product or am I missing some configuration? Has anyone else faced a similiar issue?
Thanks,
Divya.

hi divya
the contract get determined even after adding product of type material
1.create a srv contract (sc)
2.add product of type material
3. release the contract and save it (note the no.)
4.create a trnx complaint(crmc) maintain the setting fr contract determinition(F)
5.put the product in trnx and ur contract will get determined
see if it suffice ur requirement
"reward points if u find useful"

Service contract determination for service request

Hi,
is there a way to influence the contract determination in a service request creation process?
The contract should be found if there is one for sold-to-party OR ship-to-party.
Thank you.
Kind regards
Manfred

Hi Manfred,
I don't know about "Ship-to arty" use in contract determination. AFAIK Sold2-Party, Sales and Service Organization, status of the Service Contract (released), Start and End date and the object list are responsible for the Contract determination. Hence if I'm not wrong a sold2-party must be provided.
There is the CRM_SERVICE_CONTRACT Badi and what we did in our process is to use the Event framework to ensure a contract redetermination after change of the sold2-party. Take a look at CRM_SEARCH_SERV_CONTRACTS_EC for ideas in that direction.
Regards,
Hendrik

Service contract list for plant

Hi
How to query from a table for the Service contracts created for a particular plant.
I tried EKKO table , but could not get for a particular plant.
Can anyone guide me how to get the list.
Thanks in advance
Gururaj

Hi,
u have to join the table ekko and ekpo.
in ekpo u will get the field EBELN. u have to filter the EBELN for contract with the following value.
PSTYP (ITEM CATEGORY) = 9(SERVICE)
KNTTP (ACCOUNT ASSIGNMENT CATEGORY) = K(COST CENTER)
and from EKKO table u have to take the field
BSTYP (PURCHASING DOCUMENT CATEGORY) = K (CONTRACT)
u will get the list of service contract.
regards
jash

Error:Administration header could not found for support message

Hi All,
we are creating the support message in CRMD_ORDER transaction. we are getting an error, "Administration header could not found for support message" while saving. And also it is coming out of the transaction.
The transaction type is SLFN.
Please advise.
Regards
kumar

Did you find the solution to this error? I am also getting this error and need to solve the same. Can you please help?

Status Profile and User Status for Support Message

Hi All,
We need to customize Status Profile and User Status Specifc to customer requriments.
we need the following Status for Support Message:
Open
Accepted
Rejected
Fixed
Retest
Closed
Note:
1] Only the Message creator should be able Set staus Open and Closed
2] Message Processor should only set status Accepted, Rejected, Fixed and Retest
I have created the Status Profile in BS02.
Can some one help me the steps or guide how to implement the above logic and restrict the status access between Message Creator and Message Processor
Thanks!
Regards,
Pradeep L

> 1] Do i have to create different Auth.key for Message processor and Message creator and then assing them in BS02 to Status Profile?
       Anand: Diffrent authorization key for different statues......not for message processor and creator
> 2] Now how do i assign this Auth.Key to the Auth Object B_USERSTAT?
       Anand: Using Tcode PFCG, this can be done.... Consult Basis.....
>     do i have to create a new Zrole and assign or is there any other way.
       Anand: Yes u need to create a Z role and include that authorization objects in that z role....
       so u might have to create 2 Zroles and then assign them to the persons concerned....
Inspire ppl by rewarding
Regards,
Anand...

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
Raul

Hi,
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

Service Contract Determination in Follow-Up Transactions

Hi all
in our setup (CRM 2007) we can successfully create Service Orders where Contract Determination on item level takes place and assigns items to contracts. This also works for Service Confirmations, in case we create them as stand-alone transactions.
If we however create a Service Confirmation as follow-up from a Service Order, in which contract determination took place, the contract information is not contained in the Service Confirmation.
Any ideas how to get the contract information over?
Thanks!
Christian
Side note: We did not find a copy routine or copy control settings solving our problem - however we might be wrong...

Hi Christian,
If the service order line items are entittled to service contract , at each item level you will get contract info in contract data tab.
when you transfer these items to confirmation , confirmation item contract data will not have contract information. Only when you enter items in confirmation manually then system will pop up window for selection contract and confirmation items get contract information.
thanks,
Nitin

Configuration in Solman and Satellite system for Support message creation ?

Hi ,
I want to send a support message to solman from the ( help menu -> create support message )
of my satellite system.
any one tell me the settings that i have to make in both the sattelite system and the solman for sending a support message.

Hi,
the necessary steps are described in Solution Manager IMG documentation.
Also you can find that information in the web blogs in this forum.
In a nutshell:
- activate Service Desk in Solution Manager (incl. BC-Sets)
- maintain System Landscape, RFCs and iBase
- create key users (business partners)
- maintain number ranges
- assign roles
- maintain table BCOS_CUST in satellite system
You should just follow the corresponding customizing steps in tx: SPRO.
/cheers

Report for Support Message, Change Request and Change in one overview?

Is there a report that shows the relation between the support message, change request and the change in one overview? I am already aware of the Change Management Reporting via SOLAR_EVAL, but this does not show the whole document flow in one overview.
The incident message processors want to have a quick overview of the status of the changes that are created on the basis of the support message.
If there is no report, could you point me in the right direction... Do I have to create a query or are you using BW for service desk/charm reporting?

Hi
chk te sap note
[Note 1466131 - ChaRM Reporting: Performance of data update|https://websmp130.sap-ag.de/sap(bD1lbiZjPTAwMQ==)/bc/bsp/spn/sapnotes/index2.htm?numm=1466131]
jansi

Service Category determination for Service Tax report

Hi All,
We have applied the SP18 at our client's place in which a new node of Service Tax has been introduced in IMG under Logistics. We would like to configure the Service Category under it.
Suppose the access sequence is maintained as (any suitable) :
Vendor + GL Acc + Tax code + Serv. Catg.
GL Acc + Tax code + Serv. Catg.
Vendor + Tax code + Serv. Catg.
Tax code + Serv. Catg.
We would like to know what is the significance of GL Acct. here. If anyone has used this configuration, kindly help us to understand.
Also, suppose the existing service tax codes are Plant dependant then how do we map this scenario for determining Service Tax Category.
Thanks & Regards,
JND

Hi Manfred,
I don't know about "Ship-to arty" use in contract determination. AFAIK Sold2-Party, Sales and Service Organization, status of the Service Contract (released), Start and End date and the object list are responsible for the Contract determination. Hence if I'm not wrong a sold2-party must be provided.
There is the CRM_SERVICE_CONTRACT Badi and what we did in our process is to use the Event framework to ensure a contract redetermination after change of the sold2-party. Take a look at CRM_SEARCH_SERV_CONTRACTS_EC for ideas in that direction.
Regards,
Hendrik

Automatic message processor determination when support message is created

Dear Gurus,
Plz help me with this question.
My requirement is that as soon as Support message is created when msg processor should be automatically be assigned.
I change the SAP standard rule 13200137 for function partner SLFN0004, but can't to choose the Insert Agent - "Person".

>
Alexey Rtischev wrote:
> Dear Gurus,
>
> Plz help me with this question.
> My requirement is that as soon as Support message is created when msg processor should be automatically be assigned.
> I change the SAP standard rule 13200137 for function partner SLFN0004, but can't to choose the Insert Agent - "Person".
Dear Alexey,
If you want to have the processor assigned automatically you need to perform the definition of customer specific
partner determination and the configuration of determination rules in the system. You can refer to SAP Note 616946 but this Note only provides an example how the determination of the support team could be reached.
The message processor will be assigned only if there is just one processor to the selected component. Otherwise the Team will be assigned The important thign here is that just one value can be found.
Hope that the information helps.
Regards
Amit

Problem in service contract determination using spare part items

Hi experts
I created a service contract with spare parts in product list, and discont for those spare parts in price agreement. The spare parts item category group is SRVM.
If I then create a serice order and add the spare part as the item of the transaction, depends on item category I put in for the spare part, contract determination may or may not happen. If I put SRVP ( service product) as item category then the contract determin will happen. But SRVP is not allowed for the spare part product. If I use SRVM as item category, then the contract determination will not happen at all.
The questions are
Can contract determination be triggered by item category SRVM? If yes, what do I have to do to make it happen? If no, what item category can I use for spare parts to trigger the contract determination?
Your help is highly appreciated.
Ming

Hi
Please check following link.
http://help.sap.com/saphelp_crm70/helpdata/en/c1/315dc323e64f43b1e2ff92ff077d5b/frameset.htm
Regards,
Srini

Customize Application Component Structure for Support Messages Workcenter

Is it possible to customize the application component structure for creation of support messages via Incident Workcenter (meaning adding own entries to the structure)?
Cheers,
Andy

Hi Andy Rohr
Its always possible. We did our Custom application for Service desk Using Work Centers. We have copied existing SLFN content to ZLFN done changes as per the requirement.
Could you please clarify where exactly your having the issue?
Regards
Bhasakr

Service Contract Determination - Multiple sold-to-parties

Hello Gurus,
Can anyone help me on understanding this:
We know that in standard configuration, the sold-to party in the service contract and in the business transaction must be identical.
But It is possible to change someting so that we can assign a service contract to multiple sold-to-parties?
There must be a workaround to do this. Does anyone tried it?
Thanks and regards,
Bruno Garcia

Hello Ashwin,
We're using IC Webclient at our customer Call center. We register all contacts made in Interaction Record document, and all service requests in Service Ticket Document.
What we're trying is to define the same SLA agreement for all sold-to-parties partners. We did all configurations relationated with service profile, response profile, product and service contract.
However, SLA calculation only works if the sold-to-party partner of service ticket is the same that in the service contract. So that's why we put this question here.
We already tried to use CRM_SERVICE_CONTRACT and CRM_SRV_SLA_CALCTIME BAdI's, but no luck: they also seem to depend on this verification.
What we're trying to do is to skip this verification. We need to calculate the SLA for all service ticket, no matter what sold-to-party partner is.
Do you think this is achievable?
Thanks in advance,
Best regards

Service contract determination for support messages

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