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.
Similar Messages
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RNOTIFUPDATE01 - SAP Status not updated from Service Desk msgs
Hi Folks,
Already for some days we're facing the issue that SAP status of Solution Manager msgs that are sent to SAP is not updated in the SolMan itself.
So, if a msg is send to SAP, and SAP made an update and changed their status to 'Customer Action' or 'Solution Provided', the status in SolMan is still 'Sent to SAP'. Only at the marketplace we're able to see the real status.
The job RNOTIFUPDATE01 runs successfully every hour, no errors listed.
However when I run the job manually in SE38, i get a message like:
9999017765 012005041000000066052008 Read/Update Error
9999017765 012005041000000066052008 Locked, Entry in DNOD_UPDATE Successful
Searching for these errors in the notes, gave me some results, but unfortunately these corrections are already in our system.
Our patch level is SAPKA70015, SAPKB70015 and SAPKITL426.
I'm not 100% sure, but I think that it is related to installation number, as some msgs are updated and other aren't.
Does any of you has an idea?
Thanks a lot for your help folks!
RoelHello Roel,
The update of the status in the Solution Manager service desk document (usually SLFN), to match the SAP one, is managed by the method AISDK_SP_CHECK_DNO. To configure this, do as follows:
- Execute transaction SPPFC, selecting the Application DNO_NOTIF
- Open the action profile SLFN0001_STANDARD_DNO (or the one you created as a copy)
- Open the action definition SLFN0001_STANDARD_DNO_CHECK (or the one you created as a copy)
- Under "Processing Types", check if the method AISDK_SP_CHECK_DNO is set (if not, set it as the method to be called)
- Check the method parameters:
USER_STATUS1 is the status that was set BEFORE SAP answers
USER_STATUS2 is the status that will be set WHEN SAP answers (this is the one you should modify)
Save everything and test.
Please let me know if this works for you.
Best Regards,
Cristiano Canzone -
RAW Partition setup issue:::HELP PLS
HI
Setup raw partition in following way
crw-rw-rw- 1 oracle sysdba 162, 1 Mar 20 2002 raw1
raw /dev/raw/raw1 /dev/rd/c0d1p3
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Now while trying to create datafile i hit the error
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dd if=example.lst of=/dev/raw/raw1
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Hello everyone, I am getting some errors while adding omniportlet.
while selecting a portion of the page (specically charts, quotos, graphs) i receieve the following error 1: An exception has occured : WCS-200 -- Clip not found for clip
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thank you for your interest
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thank you for your quick response.
yes i am using the OmniPortlet Web Page data source.
version of OmniPortlet/PDK 90262
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for example, there is a chart in the page or scrooling text(stock exchange applet i guess), i can not get it it gives the following error:An exception has occured : WCS-200 -- Clip not found for clip e1f4770694ed4af3a6dada27ce7477ae:3933746:1:1970_OMNIPORTLET_3933746:-
what do i miss exactly. could you pls look at the page i am trying to clip.
http://finans.milliyet.com.tr
thank for your kindly support
Korhan Yunak -
WLS 7.0.4 - JMS connection Factory for RMI queues - server affinity issues help pls
We are using WLS 7.0.4 - One of JMS connection factory setting in admin
console we selected "Server Affinity" options.
We see this messages appear in Weblogic log file,
####<Apr 24, 2006 1:56:53 AM EDT> <Error> <Cluster>
<liberatenode4.dc2.adelphia.com> <node4_svr> <ExecuteThrea
d: '4' for queue: '__weblogic_admin_rmi_queue'> <kernel identity> <>
<000123> <Conflict start: You tried to bi
nd an object under the name sbetrmi2 in the JNDI tree. The object you have
bound from liberatenode2.dc2.adelp
hia.com is non clusterable and you have tried to bind more than once from
two or more servers. Such objects ca
n only deployed from one server.>
and then,
####<Apr 24, 2006 1:58:12 AM EDT> <Error> <Cluster>
<liberatenode5.dc2.adelphia.com> <node5_svr> <ExecuteThrea
d: '7' for queue: '__weblogic_admin_rmi_queue'> <kernel identity> <>
<000125> <Conflict Resolved: sbetrmi2 for
the object from liberatenode5.dc2.adelphia.com under the bind name sbetrmi2
in the JNDI tree.>
Should we use 'load balancing option' instead of 'server affinity' ?
Any thuoghts?
Thanks in adv.
VijayTest Reply
<Vijay Kumar> wrote in message news:[email protected]..
> <b>WLS 7.0.4 - JMS Connection Factory - Server Affinity - issues in log
> file</b>
>
> We are using WLS 7.0.4 - One of JMS connection factory setting in admin
> console we selected "Server Affinity" options.
>
> We see this messages appear in Weblogic log file,
> ####<Apr 24, 2006 1:56:53 AM EDT> <Error> <Cluster>
> <liberatenode4.dc2.adelphia.com> <node4_svr> <ExecuteThrea
> d: '4' for queue: '__weblogic_admin_rmi_queue'> <kernel identity> <>
> <000123> <Conflict start: You tried to bi
> nd an object under the name sbetrmi2 in the JNDI tree. The object you have
> bound from liberatenode2.dc2.adelp
> hia.com is non clusterable and you have tried to bind more than once from
> two or more servers. Such objects ca
> n only deployed from one server.>
>
> and then,
> ####<Apr 24, 2006 1:58:12 AM EDT> <Error> <Cluster>
> <liberatenode5.dc2.adelphia.com> <node5_svr> <ExecuteThrea
> d: '7' for queue: '__weblogic_admin_rmi_queue'> <kernel identity> <>
> <000125> <Conflict Resolved: sbetrmi2 for
> the object from liberatenode5.dc2.adelphia.com under the bind name
> sbetrmi2 in the JNDI tree.>
>
>
> Should we use 'load balancing option' instead of 'server affinity' ?
>
> Any thuoghts?
>
> Thanks in adv.
> Vijay -
Service Desk messages not visible with SAP_SUPPDESK_ADMIN Role
Hi,
We are configuring Service Desk in Solution Manager 7.0 Ehp1.
I am able to see the support messages from the user 'BASIS' with SAP_ALL authorization.
There is another user 'X'. Here User 'X' has following Roles - SAP_SUPPDESK_ADMIN, SAP_SUPPDESK_CREATE, SAP_SUPPDESK_PROCESS, SAP_SUPPDESK_DISPLAY, SAP_SUPPCF_ADMIN, SAP_SUPPCF_PROCESS, SAP_SUPPCF_DISP.
After this I set the message processor to be user 'X'.
Now when I try to see the message with T-code: crm_dno_monitor, it is not displaying any messages.
But as per the Solman Security Guide, SAP_SUPPDESK_ADMIN and SAP_SUPPCF_ADMIN are master roles for Service Desk.
Please help in resolving the issue.Hi,
Do you mean you logon to the system as user X, and create a test message under user X, and not able to see the message
created ?
Are you able to see in SOLMAN_WORKCENTER ?
Regards,
Vincent -
Solution manager service desk - configuration -pls help
Hi Forum,
I have completed basic configuration of service desk (solution manager 7.1) and able to realize things like create/process/confirm message and email notification after automatic support team determination (which works well based on component). However facing below issues and have few requirement.
1. Once the support team gets determined automaitcally based on component field 'Support Team' gets filled with a predeifined value which is obvious however furhter to that when i wish to change the 'Support Team' manually its grayed out i.e. i am not able to change it as it goes to non-edit mode. how to solve this issue?
2. In mail notification if message is raised from the satellite system or solution manager itself i am receiving the details of the system e.g. products installed and software components which makes message unneccesarily long. Can i configure system to produce e-mail noification without system info so that a notification can be kept short. (This is required as client needs to use service desk for internal purpose and not happy to see the system information as its increasing the length of the message)
3. While creating organizational structure in /nppoma_crm . i have created organizational unit/Support team/support employees..now in support team determination e-mail notification goes to the determined supoport team (to bp for which e-mail id is entered) however it doesnt goes to the employees mapped under support team as members (pls note bp for each member is maintained along with the e-mail id)
4. I would like to know the method used for automatic sold-to-party determination as like support team determination & is it possible to reset the number range as while test plenty of messages got created e.g. 8000000584/8000000585/8000000586 to be reset to 8000000001 again so client can start from 8000000001.
Please help by sharing your thought on this at earliest.
Regards,
Rupesh
Edited by: rupesh_modi12 on Dec 23, 2011 12:25 PMHi Jitu,
Thank you very much for sharing the links. However sad to say after succesful configuration still the issues mentioned below remains same :
1. Once the support team gets determined automaitcally based on component field 'Support Team' gets filled with a predeifined value which is obvious however furhter to that when i wish to change the 'Support Team' manually its grayed out i.e. i am not able to change it as it goes to non-edit mode. how to solve this issue?
2. In mail notification if message is raised from the satellite system or solution manager itself i am receiving the details of the system e.g. products installed and software components which makes message unneccesarily long. Can i configure system to produce e-mail noification without system info so that a notification can be kept short. (This is required as client needs to use service desk for internal purpose and not happy to see the system information as its increasing the length of the message)
3. While creating organizational structure in /nppoma_crm . i have created organizational unit/Support team/support employees..now in support team determination e-mail notification goes to the determined supoport team (to bp for which e-mail id is entered) however it doesnt goes to the employees mapped under support team as members (pls note bp for each member is maintained along with the e-mail id)
4. I would like to know the method used for automatic sold-to-party determination as like support team determination & is it possible to reset the number range as while test plenty of messages got created e.g. 8000000584/8000000585/8000000586 to be reset to 8000000001 again so client can start from 8000000001.
Regards,
Rupesh -
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 -
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. -
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
RaulHi,
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 -
Service desk issue in Solution manager
Dear Friend's
I have configured Service desk in our Solution manager .
Solution manager version is 7.0 , on windows 2003 & oracle 10.2.0.2.0.
I am able create messages in our satilite systems . And sending to solution manager also.
Here issue is , when I click on send button in created message box , then our satilite system will asking password of basis user , which is present in solution manager. If I entered that password then It shows successfully send message with number.
I want's to skip the screen , where it's asking the basis user ,password.
So please give me solution , If you come across this problem.
Thanks in advance,
R.k sindol
Edited by: Raj kumar sindol on Jan 20, 2009 3:30 PMHello Raj,
see SAP Note [153743|https://service.sap.com/sap/support/notes/153743] chapter "In the R/3 system of the notifier (customer data entry systems).". Changing that RFC destination should be the solution for your case.
Best regards,
Andreas -
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 PMwhat 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.. -
I can't log on to my I mac Desk top, every time I switch it on all I get is a white screen with the apple log , can anyone help pls?
Hello,
Could be many things, we should start with this...
"Try Disk Utility
1. Insert the Mac OS X Install disc, then restart the computer while holding the C key.
2. When your computer finishes starting up from the disc, choose Disk Utility from the Installer menu at top of the screen. (In Mac OS X 10.4 or later, you must select your language first.)
*Important: Do not click Continue in the first screen of the Installer. If you do, you must restart from the disc again to access Disk Utility.*
3. Click the First Aid tab.
4. Select your Mac OS X volume.
5. Click Repair Disk, (not Repair Permissions). Disk Utility checks and repairs the disk."
http://docs.info.apple.com/article.html?artnum=106214
Then try a Safe Boot, (holding Shift key down at bootup), run Disk Utility in Applications>Utilities, then highlight your drive, click on Repair Permissions, reboot when it completes.
(Safe boot may stay on the gray radian for a long time, let it go, it's trying to repair the Hard Drive.)
If perchance you can't find your install Disc, at least try it from the Safe Boot part onward.
If 10.7.0 or later...
Bootup holding CMD+r, or the Option/alt key to boot from the Restore partitirion & use Disk Utility from there. -
CRM IT Help Desk vs Sotuion Manager service desk
Hello Experts!
Can someone please tell me about CRM IT Help Desk vs Solution Manager Service Desk and if they are two independent products? I want to see if these two 2 different products? since Solution Manager Service desk is based on CRM 5.0, can I setup CRM IT Help Desk? and make SOLMAN Service Desk and CRM IT Help desk together work together?
Please advice!
Thanks
KumarHey Kumar,
There is nothing called as CRM IT HELPDESK......
But a CRM system could function as an IT helpdesk.........It depends on your requirements as to how you are gonna use it.....
CRM and SOLMAN are two independant products of SAP and both run on diffrent servers...
Solman has lot of features of CRM itself....
Solution Manager also has its own service desk... Solman is based on CRM itself technically.....
So whatever is doable in CRM is also Doable in Solman......The vice-versa is not true.....because in Solman SAP has added some functionality which is not present in CRM.....
You can configure Support desk in CRM and Solman and also make them work together if it makes sense for you and your management to do so......
Technically since both are SAP systems they can communicate via RFC calls.....
Inspire by rewarding...
Regards,
Anand -
Service Desk Issue in SolMan 4.0 - Installation Number differrence
Hi all,
I am in the process of setting up Service Desk in SolMan 4.0. When I create a message in my satellite system, the message is sent successfully and appears in my Solution Manager. However, I have red light appearing. This is because I need to provide Sold-To Party and Reported By Business Partner entries in the support message. My understanding, please correct me if I am wrong, is that these entries can be automatically filled based on iBase information. I have followed the IMG to setup the iBase.
Upon further investigation, I noticed the following problem. My installation number in the satellite should be XXXXXXXXXX, this is reflected in the System Landscape and iBase. But, when I look at the SAP Attributes tab in the Support Message, the installation number is YYYYYYYYYY. I think that this difference is a possible cause of my problem at hand.
This was the problem as there was an entry in table BCOS_CUST with YYYYYYYYYY in the satellite system. Can anyone tell me where this entry came from? Could this be from configuration of Service Desk?
Thanks,
RobertThank you very much!
The problem is solved!
Im my case was necessary to apply SAP Note 1055630.
I have assigned the role "SAP_SM_S_USER_GRP" to the user with RFC_READ connection, refreshed the last alert in DSWP and tha is.
regards!
Thom
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