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

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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 end user not able to see messages

Hi
Im configuring service desk.Iam facing following issues.
1. In solution manager service desk user could not able to see his submitted messages.He could able to submit his message and they are appearing in crm_dno_monitor. Is there any way he can see his submitted messages and message status.
2. I have assigned following roles to user, but he couldnot able to send message and getting 513 error. If i assign sap_all to him, he is able to submit message. Just i wanted to know how can i avoid sap_all to him.
ZSAP_SOL_SERVTRANS_CREATE
ZSAP_SUPPDESK_CREATE
ZSAP_SV_FDB_NOTIF_BC_CREATE
Your help is highly appreciated
Thanks
Regards
Mahi

Hi Mahi,
Please check about Workcenter:
1160651: Work Centers: How to Customize (Solution Manager)
http://help.sap.com/saphelp_smehp1/helpdata/en/6a/4b4713fc2e45ad921a20b0831d07a5/content.htm
Make sure the user has the following roles:
SAP_SUPPDESK_CREATE
SAP_SUPPCF_CREATE
SAP_SMWORK_BASIC
SAP_SMWORK_INCIDENT_MAN
Message processor:
SAP_SMWORK_BASIC
SAP_SUPPDESK_CREATE
SAP_SUPPDESK_PROCESS
SAP_SUPPDESK_DISPLAY
SAP_SMWORK_INCIDENT_MAN
Concerning this please pay attention of the note:
834534 - SAP Solution Manager roles in Release 7.0
Error message 513 is probably caused by incorrect or incomplete
customizing. Please review attached note 864195 for more details.
Please also ensure note 1356510 has been applied in your system,
you may find more explanation in note 1522809.
Please check the authorizations for your key users. The key user
shouldn't have the following value on authorization object CRM_TXT_ID:
TEXTID SU15
ACTVT 02
FM AI_SDK_KEY_USER_CHECK can be used to check a user is a key user or
not. The key user should have limited authorizations on authorization
object CRM_TXT_ID.
Please check security guide for the message processor roles and
other roles. You can download the security guide from below link which
will be available to download after half an hour or so or you can also
find security guide from below link:
http://service.sap.com/instguides -> SAP Components -> SAP Solution
Manager
Thanks
Regards,
Vikram Jain

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

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 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

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?

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..

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

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

Cisco 5.0 "Your messages are not available now" after exchange 2010 and DC migration to a new host

Guys,
First of all, thanks for looking at this post. Hopefully you guys can help me out. My unity users, when dialing into voicemail are getting the message "Your messages are not available now".
Services in error state under the event viewer:
Event Type:   Error
Event Source:   CSAgent
Event Category:   Kernel Rule
Event ID:   256
Date:       7/29/2014
Time:       11:42:41 AM
User:       N/A
Computer:   UNITY
Description:
A packet with a bad transport layer header was detected. Reason: Illegal TCP reserved flags set using interface Wired\HP NC324i PCIe Dual Port Gigabit Server Adapter. TCP: 00.000.00.000/443->00.00.0.00/1241, flags 0x10. The operation was denied.
Event Type:   Error
Event Source:   CiscoUnity_MALEx
Event Category:   Error
Event ID:   30012
Date:       7/29/2014
Time:       11:44:27 AM
User:       N/A
Computer:   UNITY
Description:
An occurred which prevents successful Exchange access by CsBMsgConnector via MAPI.
This is typically an indication of configuration issues with Unity, Exchange, or the MAPI subsystem.
Verify that the Unity services accounts are granted the correct permissions and that there are no issues with installation. The SysCheck utility may assist in diagnosing the problem.
Event Type:   Error
Event Source:   CiscoUnity_Doh
Event Category:   Error
Event ID:   32013
Date:       7/29/2014
Time:       11:44:27 AM
User:       N/A
Computer:   UNITY
Description:
Doh logon failed due to messaging component logon error: 8004052eH
I found and followed to the letter:
http://www.cisco.com/c/en/us/support/docs/voice-unified-communications/unity/107323-unity-error.html
I also went ahead and ran GUSI with some mixed results under environment information:
SQL Version = Microsoft SQL Server 2000 - 8.00.2282: unknown SP
SQL Edition = Desktop Engine
Windows version = 5.2 Build 3790: Service Pack 2
Outlook is not installed on the local server
MAPI Provider : CDO Version - 6.5.8211.0
MAPI Shared Memory: (HKLM:SOFTWARE\Microsoft\Windows Messaging Subsystem\Applications\<process>\SharedMemMaxSize)
AvCsMgr : is set to recommended value
AvMsgStoreMonitorSvr : RegKey not found. Recommend add the key AvMsgStoreMonitorSvr and set DWORD SharedMemMaxSize with a value of 4194304 (decimal)
AvNotifierMgr : RegKey not found. Recommend add the key AvNotifierMgr and set DWORD SharedMemMaxSize with a value of 4194304 (decimal)
AvUMRSyncSvr : is set to recommended value
CsBMsgConnector : RegKey not found. Recommend add the key CsBMsgConnector and set DWORD SharedMemMaxSize with a value of 4194304 (decimal)
CsBridgeConnector : RegKey not found. Recommend add the key CsBridgeConnector and set DWORD SharedMemMaxSize with a value of 4194304 (decimal)
CsVpimConnector : RegKey not found. Recommend add the key CsVpimConnector and set DWORD SharedMemMaxSize with a value of 4194304 (decimal)
TCPChimney : Disabled
RSS : Disabled
*Pulled from UnityDB Configuration Table*
ExcludeAllReceipts : 0
ExcludeReturnReceipts : 0
DisableSearchFolderUse : 0
MinSearchFolderLifeHours : 1
OptimizeSearchFolderUse : 0
I tried following and deleting the Unity System Profile:
https://supportforums.cisco.com/discussion/11249996/unity-501-exchange-2010-unable-logon-mapi-mailbox
But I am still scratching my head. Any direction will be appreciated.

Turns out that unity came back after all this. Maybe it just needed time. I think I answered my own question. Anyways, this post could serve for future reference.

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.

Service Account details are not going through header(OSB Business service)

Hi
I have an issue with service account. Assume I have a proxy service A, Business Service B, Proxy service C.
A invokes B and B invokes C (A --> B --> C). All calls are through http protocol.
I created a service account with userid and password details and attached it to the Business service B(Static for basic authentication).
Added log activity in proxy service C for context variable $header to verify whether userid and password are coming through request header or not.
I executed proxy service A from sbconsole but I couldn't see userid and password details of created service account in the logs. Only nemespace are logged in the file.
<soap:Header xmlns:soap="http://schemas.xmlsoap.org/soap/envelope/" xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/"></soap:Header>>
Can someone please help me why service account details are not going through business service request. Am I missing any steps?
Thanks in advance
KK
Edited by: 966531 on Oct 23, 2012 4:23 AM

Basic authentication information is stored under transport headers (check $inbound) whereas $header is populated for message headers (for e.g. - SOAP headers), so you should be checking $inbound instead of $header
Regards,
Anuj

Mails are not generated in background Jobs and not shown in SOST.

Dear All,
I have facing issue regarding to system mails. I want to send mails the various reports automatically from SAP System to different recipients. So I scheduled that reports at background and in their spool list recipient I have added distribution list.
But that mails are not generated, it is not shown in transaction SOST also. When I send mails manually it goes successfully to only our company domain recipients. But not other domains. How should I resolve this problem?
Please help me out.
Thanks in advance.
Amit

Hi Srihari,
I have checked the background jobs they showed it finished. Following logs are shown in job logs. Is problem is due to 3rd log??
18.03.2012 14:23:34 Job started    00           516          S
18.03.2012 14:23:34 Step 001 started (program RFITEMAP, variant PDC FARMAR, user ID DEVELOPER1)      00           550          S
18.03.2012 14:23:37 No items selected (see long text)                                              MSITEM         033          I
18.03.2012 14:23:42 Spool request (number 0000026302) created without immediate output               SY           355          S
18.03.2012 14:23:46 Job finished                                                                     00           517          S
When I saw further details of 3rd log it following message.
No items selected (see long text)
    Message no. MSITEM033
Diagnosis
    No line items meeting your selection criteria could
    be for the following reasons:
    1.) No corresponding items have been posted.
    2.) You are not authorized to display this data.
    3.) The items have already been archived.
Please help me out.
Thanks
Amit

Service Desk Messages are not generating

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