Service desk message view from ECC

Hi
I have following queries regarding service desk in solution manager.
1. Do user need to login into solution manager to see his message status or can he directly see it from ECC.
2. When a message is created through satellite system support message should display TCode in support message.
3. In service desk mail (New message/ )attachment of message is not appearing. Currently it visible in solman ticket, As per requirement attachment of message should also be mailed.
4. while creating message end user should not login to solution manager. Communication between ECC and Solman has to automatic
5. Users should have reference to earlier messages through ecc.
Thanks
Regards
Mahesh Kumar

You don't need to login to SOLMAN, he can use Workcenter for this to see messages. Please check this below link to know more about Workcenter:
http://help.sap.com/saphelp_smehp1/helpdata/en/6a/4b4713fc2e45ad921a20b0831d07a5/content.htm
You can use Authorization object: CRM_TXT_ID to restrict views for the users.
Also, make sure the user has the following roles:
SAP_SUPPDESK_CREATE
SAP_SUPPCF_CREATE
SAP_SMWORK_BASIC
SAP_SMWORK_INCIDENT_MAN
you can also find security guide from below link:
http://service.sap.com/instguides -> SAP Components -> SAP Solution
Manager
In service desk mail (New message/ )attachment of message is not appearing. Currently it visible in solman ticket, As per requirement attachment of message should also be mailed.
In standard system this is not available. You can create development rrequest for this as per Note 11.
4. while creating message end user should not login to solution manager. Communication between ECC and Solman has to automatic
Check Workcenter as i already explained before.
Also check:
http://help.sap.com/saphelp_smehp1/helpdata/en/b3/64c33af662c514e
10000000a114084/frameset.htm

Similar Messages

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

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 Message - Sold-to Party and Reported by

Hi Team,
The Sold-to Party, Reported by are automatically populated in CRMD_ORDER whenever I create Service Desk Message from Satellite Systems, But when I create Support Message in Solution Manager, these does not get populated.
Thanks,

Hi NIshkam ,
If you are creating the support message from help->create support message in solution manager
Please check the following
1. Whether the solution manager is set up in the I-Base in transaction IB52.
2. Check if your ID is maintained in the identification tab of Business Partner for the    solution manager server.
   (path : transaction- BP -> enter the login ID ->Select change in BP role as Business Partner (Gen.)
            -> Select the Identification tab.)
   your ID should be maintained as below for the solution manager:
ID Type              System - Installation Number - Client - BP ID
CRM0001             zzz   - xxxxxxxxxx          -   999 - login ID.
if these are done then system should be able to recognize the reported by and sold to party.
if you are using CRMD_ORDER trasnaction for the creation of the support message, then the reported by field, SAP Component field and I-Base are entry fields and are not automated. On entering these and save the reported by , support team and Sold to party will be determined base on your configuration.
check if this of help,
regards,
Srinivas
Edited by: Srini24 on May 4, 2010 9:06 AM

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 Message Creation Error on R3E System

Dear Team ,
We are not able to create the message from R3E System.Whenever we are
creating the message from R3E Satellite system ,message is thrown "Error513 , No Message is not created in service Desk." At the same time, in
CRM_DNO_Monitor on solution manager system , I am able to see thismessage without external reference number. This solution manager is
connected to 5 satellite systems where service desk message creation is
working fine.
This problem is occuring only with R3E & R3T System.and it might affect
to R3P production servers also . Kindly look into this as urgent issue
Message creations on R3E systems was working fine upto 12/4/2008.
HR/ABAP/BASIS Patch Application activity was carried out on 17/4/2008 onR3E System.Kindly suggest if this has affected message creation.
Regards,
Pavan.

Hi pavan,
Pl check ,action profile assigned for the message type SLF1 (correct: SMSD_ABA_MLDG_SERVICEVORGANG or SLFN0001_STANDARD_DNO) is correct or not also check
Number ranges are assigned correctly.
Assign the points ...
Regards
Chandravilas
Edited by: Chandravilas Sonawane on May 14, 2008 12:13 PM
Edited by: Chandravilas Sonawane on May 14, 2008 12:25 PM

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.

Service desk message flow

Hi Guru's,
I need help on the flow of service desk in solman 4.0.I have configured the service desk and iam able to send messge from satellite systems to solman.Anybody please tell me after recieving the support message how the message should be processed and what is the flow or how one cycle for a message process should be completed??.its urgent anybody please help me out..

Hi Sanju,
Once the service desk message is raised, you can see that message using CRM_DNO_MONITOR transaction in Solution Manager system.
Click on the link of the message, it will take you to the message. There the status of the message will be "new", "message created by" field will be filled and the "message processor" field need to be selected.
These messages are to be selected either by "Processors" themselves for processing, or there can be a co-ordinator who will assign the messages to appropriate processors.
These processors will change the status to "In process" and will work on the issue.
Once it is resolved, the status can be changed appropriately like "proposed solution".
The creator of the message has to check whether the solution is upto his satisfaction and has to close the message or reopen it.
You can see this flow in the Service Desk iTutors by following the below link.
https://websmp205.sap-ag.de/~form/sapnet?_SHORTKEY=01100035870000633637&
Under "Technical Roles", go to "Customer's Support Organization".
There in the "Service Desk" area you can find all information relating to your requirement.
Dont forget to reward points for useful answers.
best regds,
Alagammai.

I need help to hide system data in service desk message

We want to our service desk message has so view:
Description AS2_SMS 09.06.2010 10:40:09
test sen
test sen
But it include very many technical info and view so:
Description AS2_SMS 09.06.2010 10:40:09
test sen
test sen
System Data ... 09.06.2010 10:40:10
SY-DBSYS................ ORACLE ...
SY-HOST................. ...
SY-OPSYS................ SunOS ..
SY-SYSID................ ...
SY-MANDT................ 200
SY-UNAME................ ...
SY-DATUM................ 20100609
SY-UZEIT................ 123949
SY-ZONLO................ CET
SY-CALLD................
SY-CPROG................ SAPLSMTR_NAVIGATION
SY-DYNNR................ 0100
SY-REPID................ SAPLSMTR_NAVIGATION
SY-TCODE................
SY-MSG.................. 000
SLIC_SYSID.............. ...
SAP version............. 701
operating system........ SunOS
machine type............ i86pc
node name............... ...
SAP system id........... ...
database system......... ...
database name........... ...
database host........... ...
database owner.......... SAPSR3
rsyn....................
IP address.............. ...
kernel release.......... 701
database library........ OCI_102 (10.2.0.2.0)
kernel compiled......... ...
kernel patch level...... ...
supported SAP vers...... 700, 701
supported database...... ORACLE 9.2.0.., ORACLE 10.1.0.., ORACLE 10.
valid OP system......... SunOS ...
OP system release....... 5.10
ABAP load version....... 1565
CUA load version........ 32
kernel kind............. opt
relinfo................. valid
hot package level....... 5
Компонент ПО/верс./подд. EA-APPL 600 0016
Компонент ПО/верс./подд. EA-DFPS 600 0016
Компонент ПО/верс./подд. EA-FINSERV 604 0004
Компонент ПО/верс./подд. EA-GLTRADE 600 0016
Компонент ПО/верс./подд. EA-HR 600 0045
How to hide System Data part? We use auth CRM_TXT_ID and set TEXTID = SU01 (without SUSD) but system data are included in message.
Edited by: Andrey Garshin on Jun 9, 2010 11:19 PM
Edited by: Andrey Garshin on Jun 9, 2010 11:54 PM

what is term - "scheme"? I don't meet that.
COMV_TEXT_PD is clear for all select.
but:
COMV_TEXT_AS - CRM_ORDERH :
01 Business Partner Text
02 Final Note
03 Header Memo for Predecessor
ASH_PCKI Packing Instructions - Header
IPM00001 IPM BP Text Supplier
ISA_AG01 ISA: Customer Request
OPSM0001 StandardText Sales Methodology
SUSH0001 Header Text and Response Text
not SUSD.
may be another COMV_TEXT*-? Where is it customize?
I find Text Determination Procedure (se73) - CRM_ORDERH-SUSD. But it for print header only, imho..

Service Desk Messages are not generating

Hi All,
I have done BPM to monitor some of the batch jobs of the satellite system in the Solman production system. i have defined notifications(service desk messages) so that i will get a ticket when some job will get cancelled.
Same Configuration i have done for the same set of batch jobs in the other Solman system (i.e development system).
The problem is when some job is cancelled i should get a ticket, but am getting the ticket in Solman dev system but not in solman prod system.
i have checked the configuration several times. Each and every steps i have defined is same in both the systems.
But still am not getting ticket in prod system. Not able to understand where the problem is in prod system.
can anyone please help.
Thanks
Tripti

resolved

Service desk message not seen in SOLMAN

Hi Gurus!
We are creating a service desk message in R\3 system that should be displayed in SOLMAN. But it is not displayed in solution manager. Could you please specify what steps shouls i have to do inorder to get that message displayed.
Thanks in Advance.
Regards,
Kiran

Hi,
did you search with the message number?
If you still don't find it change the selection criteria in CRM_DNO_MONITOR.
Check Destination that you have maintained in R/3 under SM30, for object BCOS_CUST.
Provide as much as info possible when u r posting message on sdn, to get immediate positive response.
Feel free to revert back.
--Ragu

Missing link to Service Desk Message in e-mailed attached HTM doc

When e-mailing a Service Desk Message, the receiver gets an e-mail with an attached HTM document. However, when opening the HTM document, the following is included:
Go to the following URL:
If the link is not to a valid server, log on to the SAP system and check the following object:
System:OPG
Client:030
BOR Object Type:BUS2000116
BOR Object Key:4A1E433AFCF5012CE10080000A98170D
However, the URL is missing.
I am curious as to what I missed in the configuration. I have combed through the forum on Service Desk configuration and have rechecked everything that was suggested in the forum; but I can't seem to find the piece that inserts the URL into the HTM document that gets attached to the e-mail when the service desk message is sent to a message processesor. I couldn't find an answer in service.sap.com.
We are using SAP SolMan 7.0 support pack 17
Any help will be appreciated.

Hello AP
Can you be more specific about what you mean by "check your default assignment for the message opening". Where do I check this, what should I be looking for? What t-code or SPRO area should I be checking?

Components List in SM's service desk message creation page ?

Hello,
The bsp application for creating service desk messages is DSWP_CREATE_MSG. On the message creation page, we have to specift a component. On clickin on the 'Find..' button we get components(application hierarchy) in a dropdownbox. My Question is where is these components stored in sap tables ? where can we find these components physically stored ?
Hope you all have got it..
Thanks,
Shehryar Dahar

You want to add your own components?
Regards,
Federico

Delegation of BP/Message processor for service desk message?

Dear All,
How do you i perform the delegation of service desk messages in solution manager ?
Message processor will assign the messages to some other person before he/she goes on leave but what will happen to the newly assigned messages? (Processor is auto determined)
Is there any process thorough which message processor will assign substiute for a particular period ?
(like we normally do in R3 for processing workitems)
I tried to search the forum with the substitute or delegation word but was unable find the relevant thread. So posting a new thread.
Best regards,
Vinod.

Hi digesh,
Service desk and incident management are the same
Yes it is an old functionality and even was working earlier than workcenter
if ur workcenter is not workign no issues just goto BP for the person and then click tab relationships
now choose is replaced by and then bp for the new person who is replacing.
and similarly check or maintain REPLACES old person BP in the relationship tab of bp of the new person.
This is the idea and crux of ur solution which uses BP Relationship functionality
Hope ur prb is solved completely now
Regards
Prakhar

Service Desk Message from Portal

I enabled the iView for the support message to be sent from my portal. However, it does not show in the iBase. My SMSY is updated and shows the Java system components. How do I get the service desk to see the portal. I am running EP 7 with NW 2004s backend. Solution Manager is 7 EHP1.
Note: There is no installation number or system name showing in portal system info. I suspect this is the issue.
Does anyone have ideas?

I enabled the iView for the support message to be sent from my portal. However, it does not show in the iBase. My SMSY is updated and shows the Java system components. How do I get the service desk to see the portal. I am running EP 7 with NW 2004s backend. Solution Manager is 7 EHP1.
Note: There is no installation number or system name showing in portal system info. I suspect this is the issue.
Does anyone have ideas?
If u have correctly defined ur EP in SMSY (via productive SLD transfer), plz generate the RFC first.
Secondly, select the main instance of the product in SMSY if the definition in SLD isnt correct.
Finally, all u have to do is the transfer from SMSY to IBASE. This is done in Trx DSWP --> menu Edit --> Initial Data transfer for IBase (now ur EP is automatically created in IBase)

Service desk message view from ECC

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