Service Desk Escaltions First Response Escalate to line manager

Hi Experts
We have successfully implemented Service Desk in Solution Manger. We just have a few problems with regards to escalations.
1. Sap Standard only allows you to escalate to one partner function, we would like to first response and completion deadline missed to escalate to the line manager
as well the message processor, can you please assist on how we can achieve this?
2. With regards to the first response time, when an incident is created is created the message processor has 2 hours to respond before his call escalates, if the initial message processor
sat with the incident for an hour in new status and reassigns to the incident to someone else the second person only has an hour respond the clock does not start again for him and the
call escalates after an hour this is causing a lot of problems for all calls that are been reassigned people no longer have sufficient time to respond to calls,
Has anyone else had similar experience and what was your fix for this problem?
Thanks and Kind Regards.
Zak Kader

Thanks PP for some insights.
Maybe you can help in one more area,
Say we create a Service Order, the header and do not create the line item entry yet.
However, we need the dates (first response date) to feed to an outside system where we are
tracking our SLA's.
Do you know where the date logic is done to get the Frist response date. Any FM's being used
We would like this information as dates that we need are not created until the line item is entered.
We want to not have to create the line item but still get the dates and send them to another tracking system.
Any help on where SAP CRM puts this logic would be helpful
Thanks,
LA

Similar Messages

Service Desk Message Notification with Priority.

Hi,
Service desk functionality is configured on our Solution Manager 4.0 System which is sending automatic e-mail updates to users, but priority of the e-mail is not in the message.
Project management, need priority to be mentioned in e-mail. Where and what changes or configuation should I make to achive this ?
Regards,
Krishna

Hi,
is this update that you mentioned sending the standard smartform CRM_SLFN_ORDER_SERVICE_01 as the standard action SLFN0001_ADVANCED_MAIL does? This smartform has the priority by default, you should not have this problem.
Which action are you using for sending the e-mail ?
Regards,
Raquel Cunha.

Error in Solution Manager - Service desk

Dear all Hi,
i need your help please.
i try to create o service desk message from an ERP system -> Solution manager.
when i have SAP_ALL (for the user in the Solution Manager system) the message is created fine
and i can see it and proccess it fine.
when i take off SAP_ALL i get the following error : 'Because of error 513, no message was created in Support Desk System'., even though i have the following authorizations to the user:
SAP_S_RFCACL
SAP_SMWORK_INCIDENT_MAN
SAP_SUPPDESK_CREATE
SAP_SUPPDESK_DISPLAY
SAP_SV_FDB_NOTIF_BC_CREATE
can someone please help ???
thank you in advance.
George

Please find the following points which cause error 513.
1. The client was not completely created by the copy of Client 001.
2. The BCOS_CUST table was not maintained correctly.
3. Missing authorizations for message creation (correct: roles copied from SAP_SV_FDB_NOTIF_BC_CREATE and SAP_SOL_SERVTRANS_CREATE or SAP_SUPPDESK_CREATE).
4. Incorrect action profile assigned for the message type SLF1 (correct: SMSD_ABA_MLDG_SERVICEVORGANG or SLFN0001_STANDARD_DNO).
5. Number ranges are not assigned correctly.
6. The logical system is not defined.
7. Modification of the standard settings of the message type SLF1.
Thanks,
Venkat

Solution Manager Service Desk - Segregation and Customization of HR Tickets

All -
The Solution Manager Service Desk is a great tool for incident management in a system landscape that includes SAP, as well as other technologies.
I wanted to find out whether tickets that contain sensitive information (HR-related) can be segregated and "hidden" from support team members that are not supporting any HR functions.
Also, is there a way, assuming tickets can be segregated by function or support team, that the email message users receive upon the creation of the ticket can be custom tailored?
Thank you in advance!
Scott Watson

Hi Scott,
Yes it is possible and there are various ways to achieve it
for e.g you can use the security concept below to hide from non relevant team members using
authorization object CRM_ORD_LP
check this link
http://wiki.sdn.sap.com/wiki/display/SMAUTH/CRM_ORD_LP
also this one
http://wiki.sdn.sap.com/wiki/display/SMAUTH/UC00035
hope this resolves issue
Regards
Prakhar

Clarification regarding Service Desk

Dear Experts,
We are currently setting up Service Desk functionality for our landscape using Solution Manager 7.0
EhP1.
Following the material available on the SMP, we are now able to create messages within the Solution
Managers(internal support desk) and also in the OSS(Primary Support).
We have a CSS system here internal to SAP to which we raise most of our messages. Please suggest if its possible to configure the service desk such that the messages are sento this CSS system instead
of the Primary support.
Basically, would there be a way to customize the "Send to SAP" action such that it connects to CSS
instead of OSS?
Any suggestion will be appreciated.
Best Regards,
Srikishan

This will answer ur query
/people/bruyneel.guillaume/blog/2008/06/13/service-desk-implementation-guide-part-ii
Regards
Prakhar

AALE-IDOC for Service Desk

Hi All,
I have requirement,
Sender System - ECC 6.0,
Application - Plant Maintanen Order creation transaction IW31
Receiving System - Solution Manager
Appliaiton - Service Desk transaction CRMD_ORDER
When order is created in Plant maintenance, Service desk message should be created in solution manager. Map some fields of order to Service Desk of SOLLMAN.
Is there any standard IDOC available for the same.? Or let me know what approach should I follow to achieve the requirement.
regards,
Mahantesh

Hi,
have you tried to use the BAPI_ENTRYSHEET_RELEASE?
Kind regards,
Edit

Reporting on line pickups for service desk

Hi,
I wondered if it's possible to run reports to give me data on how many times a person picks up a particular line.
We have a very simplified Helpdesk system. One line which is added as a line on the device profile of each service desk agent.
As the service desk agents are 5 remote locations across Europe, it's impossible for me to know who's picking up.
I'd like to find some statistics to show me how manys times each person is picking up the service desk line.
Is this possible? and how?

WIth your current shared line setup, you can use CDR/CAR (From CUCM -> Cisco Unified Serviceability -> CDR Analysis and Reporting -> CDR -> Search -> By User/Extention). Select your date criteria keeping in mind that it's in UTC. Then click the 'view' link in the far right column and you'll find the answering phone device name in the DestDeviceName field.
It's not quite as cumbersome as that sounds, but this is a fairly limited reporting system - namely the 100 records at a time limitation. Depending on your call volume, and any other complex needs, you may want to opt for a 'real' CDR system. There are a number of 3rd party apps (just a few listed here):
http://www.veramark.com/
http://syn-apps.com/
http://2ring.com/tas
http://splunk-base.splunk.com/apps/25504/splunk-for-cisco-cdr
If you aren't looking to spend any money and don't want to develop your own CDR app, then you may want to consider replacing the shared line with a hunt group/list. You'll eliminate the need to drill down into the CMR data (clicking the 'view' link step above) so you'll only have to count the search results unless you want hourly data or something more complex.
hope that helps,
will

Service Desk: Basis Message has not been created

Hi Experts
After applying the laster patches on our SolMan (CRM Component) the Service Desk is not working properly.
When creating a ticket with TA NOTIF_CREATE the error message pops up:
Message 000000XXXX created in <SID> with the following error: Basis message has not been created.
We use the standard Notification types. Like SLFN and SLF1 (For ABA message)
In TA DNO_CUST01 there is the standard config. activ also standard Action Profile: SLFN0001_STANDARD_DNO
Number Range: 01
Application: DNO_NOTIF
In TA DNO_CUST04: PROCESS_TYPE: SLFN, RFCDEST_SOL_MANAGER: NONE
The ticket is available in the monitor TA, but the ABA Message is missing. All the details concerning the satellite System is missing too and can also not be maintained manually.
If someone has had this problem as well, I would be very interested to hear the solution.
Thank you very much for your help.
Dominik

Hello Dominik,
so log is red right like you have an error ?
I don t understand why you have this log though cause this message is 060 from class 'DNO'. And there is only 4 function calls that launch error with parameter you re facing (I_PARN) that concerns partners (actors of your ticket) !
And when putting a breakpoint in these 4 function calls and retesting; Solman, at least mine does nt go in any one of them.
You can maybe do the test on your side. The 4 function moduls are (tr SE37, first line each time)
DNO_DB_EX_PAR_USER_CHECK
DNO_DB_EX_PAR_USER_DISP
DNO_DB_EX_PAR_ADDR_CHECK
DNO_DB_EX_PAR_ADDR_DISP
Please put a break point in each one of them and launch transaction crmd_order again and retest.
Could you please confirm that Solman goes there and that parameter i_parn is actually empty...?
Regards
Khalil
Edited by: Khalil SERRHINI on Aug 2, 2010 3:08 PM

Custom report for SLA - service desk

Hello,
Untill now we are using solar_eval as our report tool for the SLA functionality in service desk management. But this report does not give all the information we want to have. So do we also like te have the average response times. Does anybody have a custom ABAP-report which we can use ??
Regards,
Gert-Jan van Holland

Thankyou for your reply, but i cannot see any differences in CRM_DNO_MONITOR transaction and that should be shown the product right and i still got my "first respons time and date , completion time and date blank. ? i already activate the action. Please guide me what should i do next, after i activate the action.
Many thanks
dinie.

Service Desk Report

Hi Experts,
Can anyone guide me how can i create standard reports form Solution reporting functionality of solution manager system..
Thanks
Suveer

Hi,
We are trying to generate report from service desk standard transaction CRM_DNO_MONITOR, But there all other thing are available except first response time & date the values are zero..so can you help me how can i update them..
thanks
suveer singh

Smart Form for Service Desk

Hey All
I have a pretty simple question to ask to anyone who has configured Service Desk. Actually i want to send the End User an email whenever the status of the message he created is changed to User Feedback. Am doing it currently with the help of an action. What I am not sure of is which Smart Form is best for this purpose. Currently I am using this :
Form Name: CRM_SLFN_ORDER_SERVICE_01
Processing Class: CL_DOC_PROCESSING_CRM_ORDER
Processing Method: CRM_SRVORDER_EXEC_SMART_FORM
The problem is that the form usually only contains the first description entered in the message. I want it to have complete correspondence ie all the descriptions, reply and solutions that are there in the message.
Regards
Bilal Nazir

Hi Bilal,
We copied the standard Form: CRM_SLFN_ORDER_SERVICE_01 and made some modifications to it to fit our needs. We wanted to display all text types in the description field and to display it in descending order by date and time.
Here's the code that we created:
Create Structure and Table type below:
1. Structure:     ZTEXT_HEADER_01
Description: Text header for ZRMD_ORDER
Component      Component Type    Data type     Length   Decimal     Short text
TDOBJECT       TDOBJECT            CHAR     10           0               Texts: application object
TDID             TDID                         CHAR     4             0     Text ID
TDTEXT             TDTEXT        CHAR     30           0                 Short text
TDLINE             TDLINE        CHAR     132          0     Text line
TDFDATE             TDFDATE        DATS     8              0     Date creat
TDFTIME              TDFTIME        TIMS     6              0     Time Created
2. Table Type: ZTEXT_HEADER_01_TAB
Short text   : Table of Text header for ZRMD_ORDER
Line type: ZTEXT_HEADER_01.
At Global definition:
- Add Variables: (table below)
Variable name     Type assignment     Associated type             Default value
ZGT_TEXT                         TYPE                    CRMT_TEXT_WRKT
ZGS_TEXT                         TYPE                    CRMT_TEXT_WRK
ZGT_TEXT_HEADER        TYPE                    ZTEXT_HEADER_01_TAB
ZGS_TEXT_HEADER        TYPE                    ZTEXT_HEADER_01
ZTDLINE                        TYPE                            TLINE
ZGV_DISABLE_TEXT        TYPE                               C                                    Y
- At the Initialization routine: Add the logics to get the long text right after saved the support message. Store long text into buffer (internal table - GT_TEXT_HEADER) and format it, sort the internal table descending by date and time.
Build the Long text for out put
   data: ZLT_ttxit TYPE TTXIT.
Spread out the text line for this
   refresh: ZGT_TEXT,
            ZGT_TEXT_HEADER.
   ZGT_TEXT[] = gt_text[].
   Delete ZGT_TEXT where ( STXH-TDID = 'SUZZ' OR STXH-TDID = 'ZZ'
                           OR STXH-TDID = 'SUSD' OR STXH-TDID = 'SD').
Sort descending by date and time
sort ZGT_TEXT descending by STXH-TDFDATE
                              STXH-TDFTIME.
Build the Text header table
loop at ZGT_TEXT into ZGS_TEXT.
     clear ZGS_TEXT_HEADER.
   Text ID
     ZGS_TEXT_HEADER-TDID = ZGS_TEXT-STXH-TDID.
   Text Title
     READ TABLE gt_textid INTO ZLT_ttxit
            WITH KEY TDID = ZGS_TEXT-STXH-TDID.
     IF SY-SUBRC = 0.
        ZGS_TEXT_HEADER-TDTEXT = ZLT_ttxit-TDTEXT.
     ENDIF.
   Time and date
     ZGS_TEXT_HEADER-TDFDATE   =   ZGS_TEXT-STXH-TDFDATE.
     ZGS_TEXT_HEADER-TDFTIME   =   ZGS_TEXT-STXH-TDFTIME.
     append ZGS_TEXT_HEADER to ZGT_TEXT_HEADER.
     clear ZGS_TEXT_HEADER.
   Detail:
     loop at ZGS_TEXT-LINES into ZTDLINE.
        ZGS_TEXT_HEADER-TDLINE = ZTDLINE-TDLINE.
        append ZGS_TEXT_HEADER TO ZGT_TEXT_HEADER.
     endloop.
   Make separated line
     clear ZGS_TEXT_HEADER.
     append ZGS_TEXT_HEADER to ZGT_TEXT_HEADER.
endloop.
1.Add component under Main Main Window named NEW_TEXT (New Text for Text Header) to display title: Long texts
2.Add under Main Main Window new loop named NEW_TEXT_HEADER_LOOP (Transaction Header Long Texts) to display long text details for each of difference text ID.
     This loop is using the internal table GT_TEXT_HEADER:
- Print out the Text ID, Date, time changed at the Text:
NEW_TEXT_HEADER_TEXTID_DESC
- Print out the Details of long text at text NEW_TEXT_HEADER_TEXTID_DATA.
3.Skip the old logics of printout of long text by set condition ZGV_DISABLE_TEXT <> Y. At the following component under Main Main Window :
- TEXT_HEADER_LOOP - Transaction Header Long Texts.
- GET_TEXTID_TEXT - Text ID Description.
- TEXT_HEADER_TEXTID_DESC - Text ID Description, Date.
- TEXT_HEADER_TEXTID_DATA - Long Text
- TEXT_HEADER_EMPTY_LINE - Blank Line.
The formatting didn't work properly for the tables in this reply section, it's removing the spaces.
Let me know if it was helpful.
Regards,
Salpi
<b>Note: This documentation/code is delivered as is, and Bombardier Aerospace makes no warranty as to its accuracy or use. Any use of this documentation/code is at the risk of the user.</b>

New SMARTFORM's do not work when sending to Service Desk message processor.

We have been using Solution Manager Service Desk and the standard SMARTFORMS to mail details of the service ticket to the person requesting support and the message processor.
We are using the CRM_SLFN_ORDER_SERVICE_01 and CRM_SLFN_ORDER_SERVICE_02 SMARTFORMS.
We wanted to make some changes to these SMARTFORMS and therefore have copied these using the Z name space.
We then reconfigire the Action Definition and select the new 'Z' SMARTFORMS that we have created. However, when we create a support ticket the automatic mail generation no longer works.
When we revert back to the standard original smartforms the automatic e-mail generation starts to work again.
Is there something we have not done with the new 'Z' SMARTFORMS that we need to do, so that the mail generation starts to work.
Simon

I have the following errors:
Function Module /1BCDWB/SF00000015 of smartform delivered an error   Message no. SPPF_MEDIA018
Error when sending to   Message no. SPPF_MEDIA043
Line 2 column 1 do not exist      Line 2 column 1 do not exist.
Message no. SSFCOMPOSER178
Diagnosis
During table output you tried to position the cell with the address line = 2, column = 1, but this cell does not exist.
System Response
The system issues an error message.
Procedure
This is probably an internal error. Please contact the SAP hotline and report the problem.

Service Desk - Expert Mode - Not all actions are available

Dear SAP colleagues,
I have just implemented the Service Desk in our SOLMAN system.
1. I choose Incident Management
2. I click on Queries
3. I click on a ticket (Transaction ID).
4. I edit the message
5. When I select Actions, I only have the 4 following options :
    - Send Message to SAP
    - Maintain SAP Logon Data
    - Display SAP Action Log
    - Update SAP Message
When I consult some demos, there are many differents options available in Actions menu, as, for example :
- Open System fro SAP
- Confirm Message to SAP
- E-Mail to Message Creator (Mail)
- Print Message
- Create Change Document
- Call Solution Manager Diagnostics.
Is it due to an missing authorizations (roles and profiles) ?
Thanks for your input.
Best regards
CP2009

Dear Rajeev,
First of all, thanks for your input.
I have choosen SIVA when I have activated BC Sets.
Should I activate also BC Sets for transaction type SLFN ?
1. I have started SPPFCADM and follow your recommandations.
2. I have choosen CRM_ORDER
3. I have then click on "Condition Configuration (Transportable Conditions)
4. There are many entries related to the Support and Service Desk
Example : Support Desk Message Action Profile
I have 5 actions defined -
Action 01 : Send Message to Processor
Action 02 : Create/Change Basis Message from CRM Procedure
Action 03 : Send Notification to SAP
Action 04 : Update Message from SAP
Action 05 : Confirm Message to SAP
I have activate BC Sets for transaction type SIVA, not for SLFN.
Best regards
CP2009

How to add an additional fields in VAR Service Desk?

Dear ALL,
I work in VAR company and we use SAP VAR Service Desk. Our Customer has his own HP Service Desk system. When they creates ticket in SAP VAR Service Desk they are allways creates internal Service Desk number in their HP Service Desk. Now they ask us to create the new field named as "Customer SD number". I searched for the invisible fields but nothing found. And I think it should be like:
1) Field named as "Customer SD number" and the input field for the Customers HP Service Desk Number
2) Field on the main scrren of Service Desk where is all tickets.
But this only my assumption, I didn't made like this work before.
May be there is standard schema? I read the integration, but I can not do this because we have other customers with their own Service Desk systems.
Please help.

Dear Ahsan Rizvi
you have take ABPER help
Documentation of the FM BAPI_PO_CHANGE says:
Function module BAPI_PO_CHANGE enables you to change purchase orders. The Change method uses the technology behind the online transaction ME22N.
As we can insert a new item in the ME22N, it will allow us to insert a new PO Line using this FM.
Regards,
shankar

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 Escaltions First Response Escalate to line manager

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