Service Desk Graphics

Hi All,
I am configuring services desk with SP 15.But when i click on tab Graphics , i am not getting any results.
what may be possible reason ? what need to configure to show graphics result of service desk.
i am very thankful if any one brief a bit about significance of this option, what are things should be display in this option.
Regards
Andrew

Hi ,
could you please check if the IGS server is OK by the follwing method?
CALL METHOD cl_igs_data=>is_registered_type
    EXPORTING
      destination             = v_rfc_dest
      type                    = cl_igs_chart_engine=>interpreter_type
    RECEIVING
      rval                    = l_result
    EXCEPTIONS
      rfc_communication_error = 1
      rfc_system_error        = 2
      internal_error          = 3
      OTHERS                  = 4.

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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 log in to Service Desk to create sample message to SAP?

Dear all,
How to log in to Service Desk under my Solution Manager server to create sample message to SAP under Component: SV-SMG-SUP?
Regards
GN

Hi GN,
You have different options to create messages in test component SV-SMG-SUP-TST:
1. if you are on 7.1 you can create message using CRM_UI
2. If you are using lower vrsion then either you can create message using Workcenter or using transaction NOTIF_CREATE or using menu --> Help --> Create support message.
Thanks
Regards,
Vikram

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

Define Service Desk Destination in the Solution Manager System (Dump creen)

hi,
in SPRO when i click on Define Service Desk Destination in the Solution Manager System
i got dump screen with the error below
any help?
Runtime Errors         SAPSQL_EMPTY_TABNAME
Except.                CX_SY_DYNAMIC_OSQL_SYNTAX
Date and Time          13.07.2008 14:05:57
Short text
    A dynamically specified FROM clause has an unexpected format.
What happened?
    Error in the ABAP Application Program
    The current ABAP program "SAPLSHI2" had to be terminated because it has
    come across a statement that unfortunately cannot be executed.
Error analysis
    An exception occurred that is explained in detail below.
    The exception, which is assigned to class 'CX_SY_DYNAMIC_OSQL_SYNTAX', was not
     caught in
    procedure "STREE_READ_NODE_GENER" "(FUNCTION)", nor was it propagated by a
     RAISING clause.
    Since the caller of the procedure could not have anticipated that the
    exception would occur, the current program is terminated.
    The reason for the exception is:
    The running ABAP program attempted to execute an Open SQL statement in
    which a FROM clause was specified dynamically in the field "TABLE_NAME". In
     this
    FROM clause, either a table name after a join operator is missing, or an
     alias name after the key name "AS". The field "TABLE_NAME" could be empty as
    well.
regards

Hi,
I am facing the same problem. What is SP15 ?
Is there any SAP Note that can be applied to correct this ?
Thanks.

How to return an attachment with a smartforms in solman service desk

Does anybody know if it is possible to configure smartforms to send attachments.
We are using the solution manager service desk on service pack 15, and need to be able to send an attachment from this system
When we confirm a case we need to be able to return an attactment on a ticket with the confirmation mail.

I tried as below
FND_MESSAGE.SET_NAME('BNE','WEBADI_ERROR');
FND_MESSAGE.SET_TOKEN('P_UPD_FILE',p_upload_file,false);
FND_MESSAGE.RAISE_ERROR;
RESULT --
Output error message is displayed with more than 100 char.
Infact the whole message is displayed BUT it is displayed in some encoded format which we dont need.
Format of the output in the Messages column is as below --
APPLICATION MESSAGE_NAME N TOKEN_NAME TOKEN_VALUE : ERROR MESSAGE
eg:
BNE WEBADI_ERROR N FILENAME PFILENAME : There are errors in Upload file PFILENAME. Please correct and Reupload. test1 test2 test3 test4 test5 test6 test7 test8 test9 LAST
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Any ideas ??

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.
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shankar

How to Implement BW in IT Service Desk/IT Help Desk /IT Complain Surveillance Dept/IT Customer Support Dept?

Hi
If a organization have 200 to 300 daily complains of there IT equipment/Software/Network e.t.c.
How to Implement BW in IT Service Desk/IT Help Desk /IT Complain Surveillance Dept/IT Customer Support Dept?
Is there any standard DataSources/InfoObjects/DSOs/InfoCubes etc. available in SAP BI Content?

Imran,
The point I think was to ensure that you knew exactly what was required. A customer service desk can have many interpretations from a BI perspective.
You could have :
1. Operational reports - calls attended per shift , Average number of calls per person , Seasonality in the calls coming in etc
2. Analytic views - Utilization of resources , Average call time and trending , customer satisfaction , average wait time
3. Strategic - Call volumes corresponding to campaigns etc , Employee churn and related call times
Based on these you would then have to construct your models which would be populated by data from the MySQL instance for you to report.
Else if you have BWA you could have data discovery instead or if you have HANA - you could do even more and if you have a HANA sidecar - you technically dont need BW. The possibilities are virtually endless - it depends on how you want to drive it and how the end user ( client ) sees value in the same.

How to analyze and evaluate Service Desk Tickets

Hi folks,
we are running SolMan 4.0 SP12 and I implemented Service Desk as well as ChaRM.
For ChaRM I copied SDHF (Urgent Correction) to ZDHF (does not work properly right now, but I won't give up on that..).
My question: how do I evaluate those processes? For example it would be nice to know..
- how long has it has taken to solve a problem?
- how much cost was generated?
- does the Support Team work efficient?
- where are the bottlenecks in the whole workflow system?
Are there any transactions who deal with the given information to answer those questions? Maybe in a management-friendly way?
If not, does anybody know in which tables this information is saved?
I was searching over and over but it is very hard (impossible?) to gather relevant information concerning SolMan. Forum Points will be rewarded as a matter of course!

Hey Dirk,
You need to go for some Zdevelopments to suit your requirement...
There is SAP Standard report named RDSWP_REP_SERV_DESK, it can be used for various Type of analyses....
Just try out and let me know if this is helpfull..
There are no other Standard reports which would do this for you..
Let me know how it goes...
And plz reward for usefull post...
Regards,
Anand....

How to give the replay service desk messages

Hi Gurs,
I configured the service desk , now i am able to see the satilite system messgages in crm_dno_monitor , but how can i give the replay to the message please help me .
cheers

Hi Gopal Rao,
As per your Message I came to know that you want to send a reminder / reply to the message creator (Key User) about the Status of the Message he created.
If you are looking for the above then you need to creat a smartform (mail form) and assign to the action definition as smart mail.
In the T.code SPPCADM go to the Application and the action profile - Action definition - E-mail to Msg Creator - Processing Type - Smart Forms Mail form Name: CRM_SLFN_ORDER_SERVICE_01 (Standard) copy the mail for as per your requirements (T.code- SMARTFORMS) do changes and save it and assign in the above said action definition with the condition.
Hope this will address your message.
Regards,
44040

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: Upload backdated issues

Hi All,
We would like to upload our backdated data in solution manager, we are going to use soluton manager (Service Desk) for tracking our SAP related issue. Our requirement is to upload all the backdated SAP related issues in solution manager (i.e prior to Service desk implementation), so that it can be viewed in CRM_DNO_MONITOR with their actual dates. We are currently creating support message via Help menu.
Even if we create a BDC for creating support message it will take system date and not the backdated one. Kindly provide the solution asap.
Expecting your reply at earliest.

Hi,
Have you made any progress on this issue?
I have used webservices before, but this doesn't seem to be same as "other" web service I have handled so far.
Bala

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 - Status of messages on Portal

Hi,
We are using Solution Manager 7.0 and Enterprise Portal 7.0. We are using the Service Desk functionality via Portal.
Is there a way we can show the status of messages to the user on Portal? We do not want to use SAP Transaction iViews to show reports on the Portal.
I saw that there is a Webservice available for an earlier version of Solution Manager. Is there a web service available for Solution Manager 7.0, which can be consumed in Portal to show the status of the message?
Thanks,
Priya

Wel now users can access remotely via web using the standard interface or Workcenter for which they dont have to login to solman using SAP GUI
it a web based interfact not only for reporter but processsor too
But if only interested in webservice which are available then check this out
https://websmp202.sap-ag.de/~sapdownload/011000358700003503092006E/ServiceDesk_WebServiceAPI.pdf
Regards
Prakhar
Edited by: Prakhar Saxena on Apr 2, 2009 2:12 PM

Service desk integration with 3rd party tool

Hi all,
I've problems understanding the setup of connecting a 3rd party service desk tool with solman itsm.
So far it's clear that I need to activate and configure the service provider and consumer in soamanager.
The webservice then will be called by the 3rd party tool with corresponding data.
However, according to spro I need to define a value mapping for incoming/outgoing calls.
I do not understand this mapping... the WSDL of webservice ICT_SERVICE_DESK_API contains lots of fields, but in spro -> value mapping I can only define the following fields (which are hard coded in type pool AIICT):
SAPCategory
SAPComponent
SAPDatabase
SAPFrontend
SAPIncidentID
SAPIncidentStatus
SAPInstNo
SAPOperatingSystem
SAPSoftwareComponent
SAPSoftwareComponentPatch
SAPSoftwareComponentRelease
SAPSubject
SAPSystemClient
SAPSystemID
SAPSystemType
SAPUserStatus
What about attachments, priority etc.?
Will the interface parameters mapped to these ones?
For what purpose do I need to maintain the value mapping?
Can you give me a hint?
Regards, Richard Pietsch

can you please check the WIKI Solution manager Service Desk Integration with third party service desk - SAP Solution Manager - Security and Authorizat…

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