Service Desk (Configuration in R3 systems) [Number Range Issue]

Hi,
I am using Sol Man 3.2 version.
I have established the RFC connection between Sol Man and R3.
When I create a Support Message from R3 system, I am getting the below error
Error in Local Message System: For object DNO_NOTIF , number range interval 03 do Message was Not Created.
This is a case where there is a mismatch between the number range.
Is there any setting I have to do in the R3 system to enable the correct number range.?
Because, when I login to my Sol Man system and create a support message, I am able to create the support Message and I can see the message in Transaction Monitor.
I am unable to create support Message from R3 system.
Regards,
Vikas

Dear Vikas,
Please logon to your R/3 System which is configured in your Solution Manager Landsacpe.
Follow the below steps now
1. Run Transaction SM30.
2. Table Name "BCOS_CUST"
3. Maintain Entries as shown below ( column info )
 a. Appl - OSS_MSG
 b. + - W
 c. Dest. - SM_<SID>CLNT<Client#>_TRUSTED
 d. + - CUST620
 e. + - 1.0
4. Save the Entries
5. Click on Help Menu -> Create Support Message.
Now enter the appropriate information in the message window and click on send button.
Once you will get the notification of support message creation, logon to your solution manager system and run transaction crm_dno_monitor and check the support message.
I hope this info will help you to create message from your R/3 system to solution manager.
Thanks,
Avinash

Similar Messages

Service Desk Configuration (Raising message from R3 system)

Hi,
I want to configure my R3 system, so that when I create a support Message it is reflected in Solution Manager.
I have done the following steps, in R3 system
1) Use transaction SM30 and modify BCOS_CUST table.
Entries in this table are
Col 1: OSS_MSG
Col 2: W
Col 3: SOLUTION_MANAGER (Not sure, what is the right entry for this column)
Col 4: CUST620
Col 5: 1.0
I am confused over the entry for Col 3:
In some postings I have seen that the value is SM_<sysid>CLNT<client>_TRUSTED, so assuming my Solution Manager SID is SL3 and Client is 100, the value for Col3 must be
SM_SL3_CLNT100_TRUSTED
Is the above assumption right?
2) Is it necessary to make entries for RFC destination in my R3 system using transaction SM59.
Also while creating the RFC Connection using transaction SM59 in the R3 system, it asks about the type of connection.
Which type of the connection, should be chosed.
Type :: Short text
I :: Connection to application server with same database
3 :: Connection to R/3 System
2 :: Connection to R/2 System
T :: Start an external program via TCP/IP
L :: Reference entry (refers to another destination)
S :: Start an external program via SNA or APPC
X :: RFC via special ABAP/4 driver routines
M :: CMC connection
H :: HTTP Connection to R/3 System
G :: HTTP Connection to External Server
Hope you can help..
Regards,
Vikas

Hi,
The third one is RFC destination which is a way of linking two systems providing there ip and login credentials.
When you create RFC in sm59 tcode you have to provide ip address and login credentials and a name,This name you have to provide in se11 bcos_cust table third field.
You have to create an R/3 or abap connection.check this for creating rfc connection.
http://help.sap.com/saphelp_nw04/helpdata/en/26/64f62cfa8911d386e70000e82011b8/content.htm
Check the following .
/people/federico.babelis2/blog/2006/04/14/service-desk-configuration-guide-for-dummies
in short first of all go to tcode sm59 create a r/3 connection to your server and provide a name to it.
secondly go to bcos_cust table and provide this name in the third field.
Please reward points if it helps.
Message was edited by:
Prakhar Saxena

Prblem Service Desk configuration in Solution Manager 4.0

Hi All,
Here I have done the configuration of Service Desk in Solution Manager 4.0 by using the document which I have for release 3.2. However I have face some problem in Step Initially create and Assign the Satellite Systems as iBase C and Manually create and Assign the Satellite Systems as iBase Co .So I exclude above mention step. But still I am able to create the support message from Satellite Systems.
So can please let me know whether it will work fine in upcoming time or Do I need to test my Service Desk configuration for same.
Moreover please let me know how to test Service Desk configuration for real time environment.
Following are the step and problem which I face while doing the Service desk configuration.
STEP 1 #Initially Create and Assign the Satellite Systems as iBase C
To be able to use the Service Desk and Change Request scenarios in SAP Solution Manager, you need to define the Installed Base (iBase). An iBase component has to be created for each satellite system from which Service Desk messages will be sent to the SAP Solution Manager system.
The iBase components for the iBase structure SOL_MAN_DATA_REP (installation 1) can be created and assigned either automatically or manually. Note that these components and the assignments can only be created once automatically for every solution. To refresh your existing iBase data execute IMG activity Manually Create and Assign the Satellite Systems as iBase Components.
Requirements:-
You have defined your system landscape in the Solution Manager System Landscapes(transaction SMSY).
Activities:-
1. In transaction SOLUTION_MANAGER, open a solution.
2. Choose Operations -> Service Desk.
3. Choose Edit -> Initial Data Transfer for iBase.
The data is copied automatically. The iBase systems for the solution are automatically assigned to SOL_MAN_DATA_REP (installation "1"). An iBase component is created for each system installation number (which can be displayed by choosing System -> Status).
For each solution repeat these steps.
Problem in STEP1 :- I am not able to check the System  Status.
STEP 2 #Manually Create and Assign the Satellite Systems as iBase Co
In this IMG activity, you define the Installed Base (iBase) manually, i.e. for refreshing existing iBases after solutions have been changed.
An iBase component has to be created for each satellite system from which Service Desk messages will be sent to the SAP Solution Manager system.
Activities:-
1. In transaction Change Installed Base (IB52), use the input help (F4) to find the Installed Base with external ID SOL_MAN_DATA_REP.
2. Continue as follows:
 If SOL_MAN_DATA_REP does not exist:
a) Call transaction Create Installed Base (IB51).
b) Choose iBase Category 01 (Installed Base).
c) Choose Enter.
d) Specify the iBase header data in the iBase section.
e) Specify the external ID SOL_MAN_DATA_REP and enter a short description.
 If SOL_MAN_DATA_REP exists:
a) Choose iBase No. 1 (SOL_MAN_DATA_REP).
b) Choose the SAP WEB AS component.
3. To assign the systems as iBase components, go to the Text item tab.
Three components are included in the standard package.
4. Add all the satellite systems as text items to the table:
o Column Short text: Description of the system
o Column Identification: System ID, space, installation number
5. Save.
After changes have been made to a solution, repeat these steps to update system landscape data for iBase.
Note:-
Every system is only listed once in the iBases. That means a system is not listed in an iBase if it has been listed in another iBase before.
Problem in STEP2:- Here I am not able to find Text item tab as per point 3 .
STEP 3 # Assign Business Partners to iBase Components
You need to assign business partners to the new iBase components.
Activities:-
1. In transaction Change iBase (IB52), choose Goto -> Partner
2. Assign business partners with the following functions to the new iBase component systems:
o Administrator
o Key User
o Sold-to Party
3. Save.
4. Repeat these steps for each iBase component.
Problem in step3 :- In IB52 t-code screen there no any menu path like goto  partner
Thanks a lot,
Harshal

Hi Harshall,
You have to enter the value as 1 in Installed base field and then press enter.
You will be taken inside and then you will be able to see the Goto - Partner screen.
Hope this will help.
Please reward points suitably.
Regards,
Naresh.

Message not displying in Service Desk ( solman as satellite System)

Hi all,
We have implemented Solution 4.0 with service desk configured and working fine from my development system.
i.e if i raise a message from development i am able to see in CRM_DNO_MONITOR
But i have one more requirement in which my Solution manager System Client 100 will act as Service desk system and from same system and same client if i raise a message i will not be able to See the message in CRM_DNO_MONITOR.
I have maintained following settings in solution manger
Application: OSS_MSG
Type : W
RFC: NONE
CUST640 and 1.0
Thanks & Regards,
Balaji.S

Hi All,
Issue got resovled.
Ref : note no 722459.
It was wrong format of logical system for client.
Thanks & Regards,
Balaji.S

Service desk configuration for solution manager

hi this ,
sudheer i have configured the service desk configuration on my solution manager system with all satellite system, i have mapped all business partners in my satellite systems to solution manager , and also iam able to see all messages are send by business partners using DSWP transaction, but how to see reply from solution manager sytem to satellite system ( message inbox of satellite system)
can any body tell the configuration of satellite system to see reply message from solution manager ?
thanks and regards
sudheerkoppala@ g ma il .com

>
sudheer koppala wrote:
> sudheer i have configured the service desk configuration on my solution manager system with all satellite system, i have mapped all business partners in my satellite systems to solution manager , and also iam able to see all messages are send by business partners using DSWP transaction, but how to see reply from solution manager sytem to satellite system ( message inbox of satellite system)
> can any body tell the configuration of satellite system to see reply message from solution manager ?
There is no "message inbox" in satellite systems, but you can use the SAP Solution Manager to have a central access to all reported messages.
Configure Work Center "Incident Management" in SAP Solution Manager and grant access for message reporters.
See answers to similar question in accessing the service desk message from satellite system
Best regards,
Ruediger

Material Master Number Range Issue

Dear Experts,
One of Our Client has 3 company codes and each company has seperate material master.
Company 1: 0100000000 to 0399999999 (10 Characters)
Company 2: 2010000000 to 9999999999 (10 Characters)
Company 3: 10000000000 to 99999999999 (11 Characters)
Is it possible to configure all the three number ranges in Same Client using different Material Type ?.
According to client, the number ranges are not overlapping.
Please suggest.
-MSK

Hi
yes possible
Company 3: 10000000000 to 99999999999 (11 Characters)
want suggestion why not go with below
30100000000 to 399999999999 you have 11 charetersr here it wont get overlap i think
Regards
kailas ugale

I have number range issue for fi posting.

hi gurus,
i have number range issue for fi posting (fb01,fb50).
problem in updating table glpca due to duplication of record.
INSERT GLPCA FROM TABLE T_GLPCA .
With Regards,
Shakthi Raj N.

error msg after generating document no and it is not getting updated in data base
error msg
"Express document "Update was terminated" received from author "ecciabap""
Client.......   750
User.....   ECCIABAP
Transaction..   FB01
Update key...   C83B07DE4DADF13CB4950017A4AB8015
Generated....   02.03.2009, 20:37:23
Completed....   02.03.2009, 20:37:23
Error Info...   00 671: ABAP/4 processor: SAPSQL_ARRAY_INSERT_DUPREC

Error on Service Desk Configuration

HI,
    While configuring Solman 4.0 for service desk(sp9 patch level). i am getting error
"Because of error 513, no message was created in Support Desk System". in satellite server.
I already config below thing in system:
No. range in Solman
BCOS_CUST table entry
BACK RFC in Satellite with user having Role to create Msg in solman.but in sprocheck number range for service desk messageSLF1--goto-details-on transaction numebring i gave int.No.Range No-1,when iam giving Ext.No.Range NO-2 its not taking.
guide me for to resolve the error.
Thanku

Hi,
You need to check several things.
For example sppfcadm ' in the notif_create, set parameter to SLFN or your customized transaction type.
For
You need the follwing role.
SAP_SUPPDESK_CREATE
SAP_SV_FDB_NOTIF_BC_CREATE
After that please check the following authorization objects in the
PFCG:
SAP_SV_FDB_NOTIF_BC_CREATE
Cross-application Authorization Objects
- Follow-Up Functions for Notifications
   Notification Type: SLF1 (Assign the value SLF1!!!!)
SAP_SUPPDESK_CREATE
CRM component:
- CRM Component
   Authorization Object CRM Order - Visibility in Org. Model
    Business Transaction Type: SLFN (this was missing)!!!!
                                     you have to maintain the SLFN.
You also need to check you rfc connection 'NONE' to create a basic notification.
If this still can not work.Please search note for 513 error. It's a common error.
By the way , sp9 is too low. If you'd like , you can upgrade to SP17.
Best regards,

Solution manager service desk - configuration -pls help

Hi Forum,
I have completed basic configuration of service desk (solution manager 7.1) and able to realize things like create/process/confirm message and email notification after automatic support team determination (which works well based on component). However facing below issues and have few requirement.
1. Once the support team gets determined automaitcally based on component field 'Support Team' gets filled with a predeifined value which is obvious however furhter to that when i wish to change the 'Support Team' manually its grayed out i.e. i am not able to change it as it goes to non-edit mode. how to solve this issue?
2. In mail notification if message is raised from the satellite system or solution manager itself i am receiving the details of the system e.g. products installed and software components which makes message unneccesarily long. Can i configure system to produce e-mail noification without system info so that a notification can be kept short. (This is required as client needs to use service desk for internal purpose and not happy to see the system information as its increasing the length of the message)
3. While creating organizational structure in /nppoma_crm . i have created organizational unit/Support team/support employees..now in support team determination e-mail notification goes to the determined supoport team (to bp for which e-mail id is entered) however it doesnt goes to the employees mapped under support team as members (pls note bp for each member is maintained along with the e-mail id)
4. I would like to know the method used for automatic sold-to-party determination as like support team determination & is it possible to reset the number range as while test plenty of messages got created e.g. 8000000584/8000000585/8000000586 to be reset to 8000000001 again so client can start from 8000000001.
Please help by sharing your thought on this at earliest.
Regards,
Rupesh
Edited by: rupesh_modi12 on Dec 23, 2011 12:25 PM

Hi Jitu,
Thank you very much for sharing the links. However sad to say after succesful configuration still the issues mentioned below remains same :
1. Once the support team gets determined automaitcally based on component field 'Support Team' gets filled with a predeifined value which is obvious however furhter to that when i wish to change the 'Support Team' manually its grayed out i.e. i am not able to change it as it goes to non-edit mode. how to solve this issue?
2. In mail notification if message is raised from the satellite system or solution manager itself i am receiving the details of the system e.g. products installed and software components which makes message unneccesarily long. Can i configure system to produce e-mail noification without system info so that a notification can be kept short. (This is required as client needs to use service desk for internal purpose and not happy to see the system information as its increasing the length of the message)
3. While creating organizational structure in /nppoma_crm . i have created organizational unit/Support team/support employees..now in support team determination e-mail notification goes to the determined supoport team (to bp for which e-mail id is entered) however it doesnt goes to the employees mapped under support team as members (pls note bp for each member is maintained along with the e-mail id)
4. I would like to know the method used for automatic sold-to-party determination as like support team determination & is it possible to reset the number range as while test plenty of messages got created e.g. 8000000584/8000000585/8000000586 to be reset to 8000000001 again so client can start from 8000000001.
Regards,
Rupesh

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

Service desk status in satellite system.

Hi All,
I have configured service desk in solution manager. I am able to create message from satellite system (Help->create support message). But i am not able to figure it out, how to check the status of my message from the satellite system (i.e. any transaction code is there).
Thanks,
Rohan

>
Rohanravindra Hardikar wrote:
> How to go to "Incident Management" through SAP solution manager.
See some general information on Work Center here
[SAP Support Portal - Work Center|http://service.sap.com/~form/sapnet?_SHORTKEY=01100035870000707406&]
It's available as of ST 400 SP15.
Run transaction solman_workcenter to access Work Center.
Required configuration steps are documented in IMG (transaction spro). See activities under node "Cross-Scenario Settings -> Work Center"
See also section "Work Center Navigation Roles" in Security Guide.
Best regards,
Ruediger

Service Desk configuration

Dear All,
I am in the middle of the configuration of SAP Service desk,
i am able to create message and message are going from Quality Server to Solution manager server fine,
here i can view the message,
i am unable to properly process the message, like how do i reply to the person who has created message in Quality server.
i am not seeing any change when i set the message status to Customer Action,
from where customer will view his or her message,
please clarify these points.
Regards,
Irfan.

Hi
Have already seen this how to guide for service desk for EHP1
https://websmp108.sap-ag.de/~sapdownload/011000358700000776062009E/Howto_ServiceDesk.pdf
Secondly you can check for security for access related stuff
https://websmp202.sap-ag.de/~form/sapnet?_SHORTKEY=00200797470000075728&_OBJECT=011000358700007187872005E
Hope it helps.
Regards
Prakhar

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.

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

Connection Objects / Functional Location Number ranges Issue

Hi ALL
Number range object: ISU_EHAU is related to Connection Object / Functional Location creation.
But my client wants to create Connection Object number and functional Location number with different number range series number.
Can any one guide me how to proceed?
Thanks In Advance
KK

Hi,
As Connection Object & Device Location are functional locations so you have to be sure to map it to the same structure as defined in PM.
The structure can be defined in PM through this path:
Plant Maintenance and Customer Service -> Master Data in Plant Maintenance and Customer Service -> Technical Objects -> Functional Locations -> Create Structure Indicator for Reference Locations/Functional Locations
Here you can define your own edit mask for your structure for the functional location.
according to the error message you got the Edit mask defined in your system must be XXXX-XXX-AA-NN.(kindly Check).
X means you can enter both number and letters.
A means only letters can be entered.
N means only numbers can be entered.
So try something like 1ABC-1A-QW-77(again check with the old number range that was defined)
You can change the edit mask to 'XXXXXXX......XXXXXXXX'.(full field filled with X).
and then I guess you can use the number range you have defined(as you wrote above) in the Connection Object number range(Object : ISU_EHAU)
Kindly revert back for any clarifications.
Regards,
Rakesh..
Edited by: Rakesh Dasgupta on Feb 12, 2011 2:41 PM

Service Desk (Configuration in R3 systems) [Number Range Issue]

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