Service Desk / DSWP settings unknown

I am just starting to configure Service Desk in SM4.0 SP12 using SPRO. Within the transaction DSWP, i am trying to create business partners by clicking on Edit / Create Business Partner i get a popup box saying "DSWP settings unknown". I am not sure how to proceed. Is there any configuration guides available for Service Desk Solution Manager 4.0? I see most articles for Service Desk are pointing towards to Solution Manager 3.2.

Hi Chris,
Please share your resolution.

Similar Messages

Automatic Creation of Business Partens in Service Desk

Hello!
I ma about to set up the Service Desk functionality in SAP Solution Manager 4.0
If I try to create (automatically)the Business partner from DSWP --> Operations --> Service Desk
and choose "Create Business Partner" I receive the error:
<b>DSWP settings unknown</b>
What should be done to avoid this error?
Are IBase also important for this issue?
Thank you!
regards

Hi Thom,
Start DSWP, Menu : Settings -> Global Settings -> Click "Layout" Tab, Check Show "Solution Landscape", Ok,
Go back to "Create Business Partner"

Service desk settings, automatic email status message change

Hi,
I'm working at Solution Manager 7.0 SP16. I've configured and working Service Desk scenario and it works. Now I'm trying configure automatic email at status change of messages, but It doesn't work
I'm following spro transaction, and SAP Note 691393. I am configuring Service Desk Specific Scenario Settings -> Automatic Email at status change.
I've checked:
- SCOT is correctly configured and working OK.
- Business partners emails are mantained.
I made the configuration suggested as described SAP Note 691303 SAP Tutor. Following SAP Tutor I go to transaction sppfcadm->select crm_order->botton "define action profile and actions"->Action Profile(left view) and SLFN0001_ADVANCED(right view)->mode change->new entry...   I follow the next slides at SAP Tutor.
At the end, when I check results, I go to the support message (transaction crm_dno_monitor) to edit-> Fast Entry->service process->status->In process and I press button save. So I go to Transaction data->Actions but any about the send mail action
Please could you help me??
Thanks and Regards
Raul Aguilar

Hi Mahantesh,
The settings that I've defined at the start condition are:
Transaction sppfcadm->select CRM_ORDER->button "Condition Configuration"->button technical names on->select action AI_SDK_STANDARD(double click)->change edit mode->right frame button create and select the new condition "Send an email to the author when status of message changes"->start condition tab->button edit condition->Name: Zsend_email->Condition definition:User status->Operators "="->constant "status profile"->SLFN0001 "Service Desk Status header"->Status E0002 "In process"->boton transfer condition->save button. At the end I have:
&CRM Service Process.User    =
Status&                                  E0002SLFN0001
I create a new support message (help->create support message) -> transaction crm_dno_monitor->open the support message just created->button change->fast entry->service process-> status->In process->button save
In order to test I go to Transaction data->Actions:
I've a line: wth a red circle, Action="send an email to author when status of message has changed" and start condition:
&CRM Service Process.User      =
Status&                                    E0002SLFC0001
Please could you help me?
Thanks and regards
Raul

Service Desk Settings, Automatic Email at status change of messages

Hello experts,
I need your help about this:
I am configuring Service Desk Specific Scenario Settings -> Automatic Email at status change.
I made the configuration suggested as described SAP Note 691303. Also I configured the status profile SLFN0001 in transaction DNO_CUST01, and the Action profile SLFN0001_STANDARD, both for the SLF1 (Service basis message), but still when we change the status of messages, the email is not generated in SCOT, overview of send orders.
I want to clarify that the configuration made for the action of send email was in transsaction SPPFCADM, selected DNO_NOTIF, and push Define Action Profile and Actions, then selected the Action profile SLFN0001_STANDARD for making he ocnfiguration as suggested in note 691303.
SCOT is correctly configured and working OK.
Business partners emails are mantained too.
Thank you very much.
Hector Longarte

Hello. Thanks to all of you for your comments. I am answering to your questions below:
Have you assign proper partner function to every status in action?
I do not know where can I make this assigment. I am thinking that this may be the cause. Please I kindly ask you to give me orientation about this.
Have you defined condition for defined action?
Yes, the condition was defined thru SPPFCADM. Now, I wonder if this must be configured for CRM_ORDER application as described in note 691303, or for DNO_NOTIF ??
Have you maintained user deatils on identification tab in BP?
Yes, the Business partners and emails adresses were correctly mantained.
The configuration we are talking about and you want to change, is it regarding SLFN (Service Desk Messages) or SLF1 (Basis Service Message)?
I supose that for Service desk messages we must configure SLFN, and not SLF1. Right?
In DNO_CUST01, we have SLF1. We have not made any configuration in DNO_CUST04, it is still as original standard. Please let me know if we are right.
You want to send an aut. email notification when status of SLF1 changes?
We want to send email notifications to the message creator about the status change of service desk messages.
Thank you very much.
Best regards.
Hector Longarte.

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!

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

Automatic Message Processor Assignment In Service Desk Message

Dear Expert,
We have configured Service Desk as per the web log in the following link
[/people/bruyneel.guillaume/blog/2008/05/02/service-desk-implementation-guide-part-i|/people/bruyneel.guillaume/blog/2008/05/02/service-desk-implementation-guide-part-i]
Everything is working fine. We have set the rule as per SAP Component assignment.
Now every thing is working fine aprt from Message Processor assignment. Even it is picking up
the correct support team but not the Message Processor included in that team.
Regards,
Partha

Hello Partha,
In that article it states:
Assign Business Partner to iBase Components.
IMG Path: SAP Solution Manager Implementation Guide -> SAP Solution Manager -> Configuration -> Basic Settings -> Standard Configuration of Basic Settings -> Solution Manager -> iBase -> Assign Business Partners to iBase Components.
To be able to assign automatically some type of partner to the message transaction, we have to assign those partners directly to the iBase Component.
So have you been able to do this step successfully?
Regards,
Paul

Service Desk Msg Issue... help pls...

Hello SolMan Gurus,
I understood that while creating a service desk message, a basis ABA message and a CRM message are created.(Correct me if I am wrong).
The CRM messages can be viewed by crm_dno_monitor.
The ABA message can be viewed by dnotifwl.
Initially everything was fine and both the messages got created for me for each service desk message I raise from the Tester's workbench.
Recently I am finding that only the CRM messages are created and the ABA messages are not getting created.
Becos of this I am not able to find any messages created from the tester's workbench in the 'Message Overview' tab associated with the test package.
Any inputs will be greatly appreciated. Pls help.
Thank you all in advance.
best regds,
Alagammai.

Hello Dolores,
Thank you for your reply.
Now Based on my finding in (2), I realised that some text type associated with SLF1 is missing.
Then while checking the entries associated with SLF1, I found that the below items were missing.
(1) Notification Types 'ABSC' & 'TASK' were missing.
(2) Associated to notification type 'SLF1', no entries were available for Theme.
(3) Associated to notification type 'SLF1', Priorities were missing(Sometime back when I found priorities missing while create messages using notif_create, I added those priorities)
(4) Associated to notification type 'SLF1', no entries were available for 'Text Types'
Now,
(1) I added the Themes(referrring to entries in '000' client)
(2) I tried to add 'Text Types' entries (referring to entries in '000' client). But it did not allow me to add as a replica as we have to the ids starting with 'z'(user namespace). Hence I was able to add only 9 entries whereas there were more entries in the '000' client.
Now, answering to your question, relating to (3), the processing log says
"Text segment type SD unknown".
This is agian relating to the 'Text Types' entries which were missing.
Can I activate the BC Set for service desk again? If so, will I be losing all groundwork done with service desk? Pls advise.
best regds,
Alagammai.

Service Desk Unable to set status to Customer Action and Proposed Solution

Hi Everyone,
We are unable to set a service desk issue to the status Customer Action or Proposed solution.
I have someone create a new issue in the bakend system and when I receive the issue I assign it to myself as the processor. When I try to set teh status to Customer action it is grayed out.
I have checked the following:
1. As a test I assigned My user with sap_all profile so does not appear to be authroisation related
2. The status profile has all six standard values (New, customer action, In Process, Sent to SAP, Proposed Solution, Confirmed).
3. The transaction types have been defined using the standard profiles for Text Det. Procedure, Partnet Determination Procedure, Status Profile. The Partner Function ORG is set to Sold-To-Party , The date profile is a SRV_SLA_ITEM and the Action profile is set to SLFN0001_ADVANCED. The Org Data Prof is set to a customer defined one: ZSSC000000001.
4. I have checked transaction ppoma_crm and the org structure and my user is assigned to a team lead position.
Your assistance is greatly appreciated.
Michael

Hi Michael,
please check your status profile for the "lowest status no." and "highest status no." values of the status values as Alex mentioned!
You can find this in SPRO under "SAP Solution Manager> Scenario-Specific Settings>Service Desk>Service Desk>Status Profile".
If the "high" value of the status "New" is lower than the status number of status "Customer Action" than you can not set the message from "New" to "Customer Action"!
Hope this helps,
Christoph

Service desk SLA

Hi all,
I have implemented basic service desk.
Now i want to implement SLA for the same.
Currently i have config the mailing action depending upon Status change. But now the req is to to trigger the mails depending upon timeline.Which can be done via SLA.
I have gone thru the Service desk additional guide which is available on service.sap but not that much helpful.
Can anyone please explain me how to implement the same.
Points will be rewarded for sure.

Dear Prakhar,
If you want to work with SLAs a service product and contracts have to be
used. The relevant dates then are not on header level of a service desk
message but on item level. The actions concerning the SLA have to be
defined on item level.
The processing of the service desk messages is done with the transaction
CRM_DNO_MONITOR. In this transaction monitor fields to the header of a
message as well as to the item of a message are available and can be
displayed.
CRM transaction type SLFN actually is NOT configured for the use with
contracts, SLAs,... . If you want to use these functionalities CRM
transaction type SLF1 or an own defined transaction type should be used.
Availability and Response Times can be maintained with transaction
CRMD_SERV_SLA.
Detailed information about the use and the customizing of Service
Contracts and Service Level Agreements can be found
- in the online documentation to Service Level Agreements
- in the CRM IMG documentation, e.g.:
- Customer Relationship Management
    - Transactions
      - Settings for Service Processes
        - SLA Escalation Management      <-
        - in the additional informations to the service desk that are to
find in the SAP Service Marketplace under the quicklink
'Solutionmanager'
- Media Library
    - Technical Papers
      -> Service Desk: Additional Information
Hope this helps explain things.
Regards
Amit

Service Desk: error while sending message to SAP

Hello Gurus,
I have configured Service Desk in Solution Manager. When i create a message in one of my Satellite Systems the message appears in Solman but when i try ro send the message to SAP i get the following error.
"You do not have authorization to Send or Compare a notification"
The user has SAP_ALL and NEW and the same has been maintained in AISUSER table. After i get the error i executed SU53 but there are no missing authorization.
Can someone please tell me what the problem could be?
Regards
Anil Verma B

Hi,
Apart from the SAPOSS, SAP-OSS, SAP-OSS-LIST-01 rfcs, pls ensure the basic authorizations for solman has been verified and given.
SAP_SUPPDESK_ADMIN
SAP_SUPPDESK_CREATE
SAP_SV_FDB_NOTIF_BC_ADMIN
Please also verify if you had the BADI settings done correctly as per note
1140822 SAP customer number for installation number &1 unkn
Hope this helps.
Cheers
Sh

Service Desk - Support Determination error

All:
When I create a customer message in a satellite system using help -> customer message, the support team is not automatically determined.
Based on related threads I have checked the following:
1. The organization model is defined and the attribute country US is set and inherited throughout the tree.
2. Partner detemination procedures -> Partner function is procedure : the access sequence is left empty
3, In Tcode PFAC_RESPO (AC 13200137), I have created responsibilities/rule for automatic partner determination, such that based on the SAP component during message creation the teams are assigned in service desk. The simulation in solman works, but during actual message creation the teams are not determined.
Please advise.
Thanks
S.

Sanjai,
   I made the IB52 settings like you suggested, it helped.
I still have a problem though with one of the responsibilities. "Find First Level Support Team" works, "Determine BC Team using SAP Component" doesn't.
The following is how the responsibilities are set up:
Rule 13200137 CRM_DNO_1
Responsibilities:
Determine BC Team using SAP component : priority 02: SAP Component : BC*
Assignment: Basis Team (Org U)-> Basis Support Team(position) -> Shabna (User)
Find First Level Support Team: priority 01: SAP Component: A* to Z*
Assignment: 1st Level Support (Org U) -> 1st Level Support Employee (position)
The following is the Org structure:
Org Structure:
     XXX Service Desk (O)
                      Service Desk (O)
                            1st Level Support (O)
                                   1st Level Support Employee (P)
                             2nd Level Support(O)
                                    Basis Team(O)
                                         Basis Support Team (P)
                                                           Shabna (U)
                                    Security Team(O)
                                        Security Support Team(P)
                                                              Shabna(U)
O - Org Unit
P - Position
U - User
Where am I going wrong?
Shabna

Service Desk: Pricing data for partner could not be read

Hi all,
I am trying to configure the Service Desk functionality for Service Providers (on EHP1).
I follow the SAP Documentation (SAP Solution Manager: Service Desk for Service Providers) and SLA's made easy in SAP Solution Manager. Also some discussion threads helped me with some steps (I applied e.g. the recommendation from Pricing data for partner 106 could not be read. , but it didn't help).
I am facing some errors related to the CRM part of the configuration.
When I create Service Desk Contract (SLFV) in CRMD_ORDER, the error appears Pricing data for partner xxx could not be read. I checked the setting of BP and I am not able to find the reason, for customer's (sold-to-party) BP the sold-to-party > Sales Area Data the Sales Organization/Distribution Channel/Division are maintained. Which information for pricing is needed and where can it be configured?
Another error - I am sure it is related to the first one - the service contract cannot be determined in the service message (in Item details view under product). The error messages are about sales area/organization, so I suppose there is something wrong with the link Service Contract -> Business Partner definition.
Could you please help me what can cause the error?
Thanks in advance,
Vaclav

Hi Balaji.S,
my problem was solved when I double checked the settings of org structure. That means there must be a consistent setting for sales organization / distribution channel / division in businness partner (tcode BP), organizational model (PPOMA_CRM), product workbench (COMMPR01). The setting must be same for both the sales department of the service provider and the customer's company (I am sorry I am not CRM, so I am following just this simple logic)
In the long text of the error (in CRMD_ORDER) I could see "expected" combination for sales organization / distribution channel / division (message e.g. The access was carried out with sales organization 'O 50000613', distribution channel '01' and division '') -> when the org model was set up everywhere in this way, the contract was automatically filled by the organization data and in the next step the contract could be determined in the service desk message.
Anyway it took some time to find out the correct combination. Deeper CRM knowledge would help me much.
Vaclav

Kill Finder pop-up window for LiveUpdate "ALERT: Please contact the Service Desk at (212) 522-7777."?

Hello! I bought a second-hand 2008 Intel iMac last May from Ebay, which I was told was wiped but was/is not entirely. First off I will say I'm not a programmer; secondly I will say I first had Snow Leopard on this system and have recently upgraded to Mavericks, and the problem remains.
I started receiving the occassional popup window on my desktop: "ALERT: Please contact the Service Desk at (212) 522-7777. Your AntiVirus software needs repair. LiveUpdate could not be found in the expected location." Typically appears after every time I restart my computer. I don't have LiveUpdate installed, so I did some Web searching and found that Symantec installs can sometimes leave crumbs around your computer, so I did some Terminal window stuff to try to clean this up (can't remember exactly what I did, but it was instructions from the Symantec website for uninstalling LiveUpdate). Didn't stop the the windows from popping up. I left it for a while, then was aggravated again when I found some parental settings in iTunes set by what seemed like a ghost administrator that was not there -- searched on that, and resolved the parental settings issue by clearing all relevant settings and fields under System Preferences > Network > Advanced, through which the computer was once remotely administered by TimeInc.
I thought that would also take care of the popups as well but it didn't. I did the Symantec uninstall (that I mentioned above) again, no luck. I had been trying to search the Web for the entire popup message text to no avail, but then I tried just searching for the first sentence, and I found a website where someone had written code that looks to be for sysadmins to make these messages appear on computers they administer. I am almost positive my computer is not being remotely administered, but I assume I need to do something in my Terminal window to make this message stop appearing. Here's the code I found on the Web:
if [ -f "/Applications/Symantec Solutions/LiveUpdate.app/Contents/MacOS/Liveupdate" ]
then
$logger "LiveUpdating Silently"
"/Applications/Symantec Solutions/LiveUpdate.app/Contents/MacOS/LiveUpdate" -liveupdateautoquit YES -update LUal -liveupdatequiet YES
$logger "LiveUpdating Completed"
else
$logger "LiveUpdate is missing!"
osascript -e 'tell app "Finder" to activate' -e 'tell app "Finder" to display dialog "ALERT: Please contact the Service Desk at (212) 522-7777. Your AntiVirus software needs repair. LiveUpdate could not be found in the expected location."'
fi
$logger "Terminating Normally"
exit 0
Any advice on how to kill this Finder pop-up window will have my eternal gratefulness. Thanks!
- Justin

My preference is to not reinstall from scratch.
Well, I can't in good conscience help with that. Essentially, what you're asking is the same as a guy telling his doctor, "Sorry, doc, I'm going to keep right on eating a dozen doughnuts a day, I just want you to give me a pill I can take to keep my arteries clear."
Not only might there be malware on the machine, either accidentally (no, Symantec products won't do a decent job of protecting against that) or purposefully installed by the seller, but the machine obviously contains all manner of software that you do not have a license for. That software should not have been left on the machine, and it is not legal for you to be using it.
Save yourself a lot of trouble and just wipe it clean. You'll get a fresh system, with no residual issues and no legal problems to deal with.

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 / DSWP settings unknown

Similar Messages

Maybe you are looking for