Service Desk - Solution Database - Solution retreival

I am trying to setup solution database for service desk.
1. I have set up TREX on the same host
2. Connected ABAP and TREX through a TCP/IP RFC
3. Completed configuration for the solution database using the available wizards
4. CRM_SAF_TOOL- all checks show greens
I am able to create a solution in a transaction using the "create solution in solution database" link.
My issue is:
When I go to another transaction and try to search for a available solution I do get get any results of the search. The short text used of both the transaction for which the solution was created and the transaction from which I am searching the SDB are the same.
What am I missing?
Thanks
Shabna

Had to generate the index.

Similar Messages

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 PM

Hello 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

Define Service Desk destinition in Solution manger system

Hello Guys,
We are in to the implementation of SERVICE DESK Implementiation.
When we are trying in Defining Service Desk destinition in solution manager system we found that there is no EXECUTE button.
In my finding i found there is a missing the patch and suggested go head with the patch attachement S/W component Name BBPCRM S/W Component Relese : 500 SP Level :11,Highest Support Pack level : SAPKU50011.
For furthur proceedings we required to define the service desk desitintions in soluiton manger.
Suggtions are very helpful for furthur proceedings and can be rewarded.
Aniruch

Hi
You need ST PI and ST API latest patches in connected systems to solman like R/3 etc
and there is plenty of material available on SMP and SDN search
can check these links
/people/kamran.ellahi2/blog/2006/01/13/setting-up-sap-service-desk-123-and-go
/people/federico.babelis2/blog/2006/04/14/service-desk-configuration-guide-for-dummies
/people/bruyneel.guillaume/blog/2008/06/13/service-desk-implementation-guide-part-ii
/people/community.user/blog/2009/09/02/service-desk-sold-to-party-determination
also adva set up guide
https://websmp104.sap-ag.de/~form/sapnet?_SHORTKEY=01100035870000722612&_OBJECT=011000358700000122472008E
Regards
Prakhar
Edited by: Prakhar Saxena on Apr 1, 2010 12:24 AM
Edited by: Prakhar Saxena on Apr 1, 2010 12:27 AM

Service Desk Customizing in Solution Manager 4.0 SPS12

Hello,
I try to customize the service desk in solution manager SPS 12.
I follow the IMG :
1. General Settings of solution Manager (Profiles...) => OK
2. Connection to SAP => OK
3. System Landscape and Solution
    Only One system my solution Manager. => OK
4. Service Desk BC Sets => OK
5. Business Partner :
    I have created two key users (KEY_USER1 & KEY_USER2) as BPs (101 & 106)
    I have created One System Admin (ADMIN) as BPs (105)
    I have created two Message Processors (PROC1 & PROC2) as BPs (102 & 103)
    I have created one Org. as BPs 104.
=> OK
6. iBase
   I have initially created the iBase from my solution => OK
   I try to assign the partner to the iBase component => First Problem : the system do not propose the System Admin & key user function when I go to Goto->Partner. Do I miss something ?
7. Org Model
I try to create my Org. model as follow :
Service Desk (O)
         Team 1 (O)
             Processor1 (S)
                 SDUser1 (BP)
                     PROC1 (U)
         Team 2 (O)
             Processor2 (S)
                SDUser2 (BP)
                     PROC2(U)
=> Second problem : it is said in the documentation and in some blogs on the sdn, that when we create the root org, and the subsequent org, the system will create and assign automatically the BPs. That doesn't work in my system. I do not understand why. So I have assigned directly the position conatining the Users Proc1 & Proc2 as BPs.
8. Partner Determination
    Then I would like to assign automatically messages created by KEY_USER1 to PROC1 and messages created by KEY_USER2 to PROC2 depending on the user group they belong (or depending on the relationship they have with the messages processors).
    => Third Problem : I don't how to do it ! and i don't know what to do with the partner function Support Team.
Could someone help me.
Thanks in advance.
Guillaume Bruyneel.

hello,
I found some interesting information concerning the automatic creation of BP from the Org. Model :
I have activated the HR integration through :
IMG->CRM->Master Data->Business Partner->Integration Business Partner-Organisation Management.
And NOW the automatic creation of the BP is working !
I'm still trying to solve the two other problems.
Guillaume.

Service desk configuration for solution manager

hi this ,
sudheer i have configured the service desk configuration on my solution manager system with all satellite system, i have mapped all business partners in my satellite systems to solution manager , and also iam able to see all messages are send by business partners using DSWP transaction, but how to see reply from solution manager sytem to satellite system ( message inbox of satellite system)
can any body tell the configuration of satellite system to see reply message from solution manager ?
thanks and regards
sudheerkoppala@ g ma il .com

>
sudheer koppala wrote:
> sudheer i have configured the service desk configuration on my solution manager system with all satellite system, i have mapped all business partners in my satellite systems to solution manager , and also iam able to see all messages are send by business partners using DSWP transaction, but how to see reply from solution manager sytem to satellite system ( message inbox of satellite system)
> can any body tell the configuration of satellite system to see reply message from solution manager ?
There is no "message inbox" in satellite systems, but you can use the SAP Solution Manager to have a central access to all reported messages.
Configure Work Center "Incident Management" in SAP Solution Manager and grant access for message reporters.
See answers to similar question in accessing the service desk message from satellite system
Best regards,
Ruediger

Prblem Service Desk configuration in Solution Manager 4.0

Hi All,
Here I have done the configuration of Service Desk in Solution Manager 4.0 by using the document which I have for release 3.2. However I have face some problem in Step Initially create and Assign the Satellite Systems as iBase C and Manually create and Assign the Satellite Systems as iBase Co .So I exclude above mention step. But still I am able to create the support message from Satellite Systems.
So can please let me know whether it will work fine in upcoming time or Do I need to test my Service Desk configuration for same.
Moreover please let me know how to test Service Desk configuration for real time environment.
Following are the step and problem which I face while doing the Service desk configuration.
STEP 1 #Initially Create and Assign the Satellite Systems as iBase C
To be able to use the Service Desk and Change Request scenarios in SAP Solution Manager, you need to define the Installed Base (iBase). An iBase component has to be created for each satellite system from which Service Desk messages will be sent to the SAP Solution Manager system.
The iBase components for the iBase structure SOL_MAN_DATA_REP (installation 1) can be created and assigned either automatically or manually. Note that these components and the assignments can only be created once automatically for every solution. To refresh your existing iBase data execute IMG activity Manually Create and Assign the Satellite Systems as iBase Components.
Requirements:-
You have defined your system landscape in the Solution Manager System Landscapes(transaction SMSY).
Activities:-
1. In transaction SOLUTION_MANAGER, open a solution.
2. Choose Operations -> Service Desk.
3. Choose Edit -> Initial Data Transfer for iBase.
The data is copied automatically. The iBase systems for the solution are automatically assigned to SOL_MAN_DATA_REP (installation "1"). An iBase component is created for each system installation number (which can be displayed by choosing System -> Status).
For each solution repeat these steps.
Problem in STEP1 :- I am not able to check the System  Status.
STEP 2 #Manually Create and Assign the Satellite Systems as iBase Co
In this IMG activity, you define the Installed Base (iBase) manually, i.e. for refreshing existing iBases after solutions have been changed.
An iBase component has to be created for each satellite system from which Service Desk messages will be sent to the SAP Solution Manager system.
Activities:-
1. In transaction Change Installed Base (IB52), use the input help (F4) to find the Installed Base with external ID SOL_MAN_DATA_REP.
2. Continue as follows:
 If SOL_MAN_DATA_REP does not exist:
a) Call transaction Create Installed Base (IB51).
b) Choose iBase Category 01 (Installed Base).
c) Choose Enter.
d) Specify the iBase header data in the iBase section.
e) Specify the external ID SOL_MAN_DATA_REP and enter a short description.
 If SOL_MAN_DATA_REP exists:
a) Choose iBase No. 1 (SOL_MAN_DATA_REP).
b) Choose the SAP WEB AS component.
3. To assign the systems as iBase components, go to the Text item tab.
Three components are included in the standard package.
4. Add all the satellite systems as text items to the table:
o Column Short text: Description of the system
o Column Identification: System ID, space, installation number
5. Save.
After changes have been made to a solution, repeat these steps to update system landscape data for iBase.
Note:-
Every system is only listed once in the iBases. That means a system is not listed in an iBase if it has been listed in another iBase before.
Problem in STEP2:- Here I am not able to find Text item tab as per point 3 .
STEP 3 # Assign Business Partners to iBase Components
You need to assign business partners to the new iBase components.
Activities:-
1. In transaction Change iBase (IB52), choose Goto -> Partner
2. Assign business partners with the following functions to the new iBase component systems:
o Administrator
o Key User
o Sold-to Party
3. Save.
4. Repeat these steps for each iBase component.
Problem in step3 :- In IB52 t-code screen there no any menu path like goto  partner
Thanks a lot,
Harshal

Hi Harshall,
You have to enter the value as 1 in Installed base field and then press enter.
You will be taken inside and then you will be able to see the Goto - Partner screen.
Hope this will help.
Please reward points suitably.
Regards,
Naresh.

Is there any service desk guide for Solution Manager 7 configuration?

Dear Sir:
I would like to configure the service desk of solution manager 7.
but all i found documents are for solution manager 4.
the IMG setting and other steps are quite different...
wondering is there any new guide or step by step documents for specific solution manager 7?
Regards
Jack Lee

hi,
There is no direct document which is that much specific
Have you checked this document
https://websmp101.sap-ag.de/~form/sapnet?_SHORTKEY=01100035870000722612&_OBJECT=011000358700000122472008E
U can follow the steps and if u dont find any node u cn search in SPRO
in solman 7 mainly all the activities are under the node SPRO->scenario-specific->service desk
rest check this
Service Desk: Support team determination
/people/dolores.correa/blog/2007/10/06/service-desk-support-team-determination
Service Desk Implementation Guide
/people/bruyneel.guillaume/blog/2008/05/02/service-desk-implementation-guide-part-i
/people/bruyneel.guillaume/blog/2008/06/13/service-desk-implementation-guide-part-ii
Hope it helps,
Regards
Prakhar

Configure Service Desk in SAP Solution Manager

Hi guys,
I'm currently trying to configure SAP Service desk to our custumers but i really dont know how much steps i must take to do that.
Im currently have users from satellite systems generated by tcode BP_GEN in Business Partners.
But, how it really goes?
When i using the following site:
http://ip:8000/sap/bc/webdynpro/sap/ags_workcenter?sap-client=001&sap-language=EN
which data i must provide to logon on workcenter!
How can i assign systems from one customer to the user that represents it to, when he logs to the workcenter, he can see the respective system information that belong to him.
I know that i must provide diferent roles for the administrator and the users that represent the customer!
Can anyone give any ideas or a point of direction?
Regards,
Filipe

Hi
Based upon the BP identification system entries maitained for respective users
they/Reporter can see only those systems in the list
Rest is same for all users they have to logon with userid pwd of solman in the URL
and automatically based upon the roles you have assigned to them in su01 they can see the reporter or processor interface of service desk
Regards
Prakhar

Dump during save the solution in Solution Database (Service Desk)

Hello!
I use the functionality of Service Desk within SAP Solution Manager 4.0 (SP13).
Currentyl I am facing with the error during operation "Create of solution in Solution Database", when I try to save solution in SDB.
The following error text was processed in the system SSM : The ABAP/4 Open SQL array insert results in duplicate database records. records in the data base.
The error occurred on the application server <> and in the work process 0 .
The termination type was: RABAX_STATE
The ABAP call stack was:
Function: ISMV_POST_SYMP of program SAPLISMV
Function: ISMV_GENERATE_SYMPTOM of program SAPLISMV
Form: GENERATE_SYMPTOM of program SAPLISMB
Form: POST_SYMPTOM of program SAPLISMB
Form: %_PROCESS_P_O_C of program SAPMSSY0
Form: %_COMMIT of program SAPMSSY0
Method: CREATE_SDB_SYM_SOL of program CL_SDK_SDB_NOTIFICATION=======CP
Method: SAVE_WORK of program /1BCWDY/247RJ8VA8ISK2P37WABF==CP
Method: IF_COMPONENTCONTROLLER~SAVE_WORK of program /1BCWDY/247RJ8VA8ISK2P37WABF==CP
Method: ONACTIONBTN_SAVE of program /1BCWDY/247RJ8VA8ISK2P37WABF==CP
My questions are:
- Should TREX also be installed with SAP Solution Manager or can one existing from other SAP system be used?
- Is there some SPRO steps to be executed in order to create and save solution in SDB?
Thank you very much!
regards
Thom

Hi
check the sap note 1124452 and implement the correction instruction or make a program with Zcode implementation.
Reagrs,
Vijay.

SAP Attributes of Service Desk in Solution Manager

Dear all,
We are using the Service Desk functionality of Solution Manager to create issues out of the satellite systems directly in SolMan.
When opening a SolMan msg, navigating to 'Transaction Data > SAP Attributes', you have a field called 'System Type'.
I'm trying to find out how this field is filled out. I suppose this is done by the satellite system at the moment the msg is send to SolMan.
Already did some investigation:
- in the satellite systems:
t-code: USMM - System Type
t-code: SCC4 - Client Role
- in SolMan:
t-code: IB52 - no system type attribute found in the IBase
We have one system where none of the system type is set to 'Production', but when raising an issue in SolMan system type 'Production' is choosen.
Anybody an idea where this info comes from?
Thanks a lot!
Roel

Hi Roel,
quick answer since I have been trying to find some answers about Service Desk myself.
Anyway, I would double check again the satellite system and make sure that the client you have logged on is the same like in the service desk message. Usually, the IBase number the last 3 digits will tell you, which client it was created in. There might be one client configured in SCC4 as productive client even though it is not a production server. I have that kind of situation with one customer environment. Once the sap router is up and running for this customer system, then I will see, if this actually does happen.
Otherwise, I would not have any ideas either.
Your welcome,
Markus

Solution Manager Service Desk: BC sets

Hi,
While configuring the SolMan Service Desk Scenario (in IMG activities) "Basic BC Sets for Configuration" few doubts I have:
1. This list of BC Sets need to be done on each Client (Devp / QA & Prd)? with reference to Note: 898614
SOLMAN40_SDESK_BASICFUNC_000
SOLMAN40_SDESK_ACT_ADVCLOSE_001
SOLMAN40_SDESK_ACTIONLOG_001
SOLMAN40_SDESK_TPI_ACT_AST_001
2. Can I change the Production system role while activating BC Sets On that Client?
3. Due to some reasons if i missed to change the role from Producation to XYZ and activated, is there will be any impact on the system?
Please suggest me on the above points.
Thanks & Regards,
Jose

Hi,
refer to following notes.
These BC sets actually carry out some standard setting across your system.
Note 898614 - Solution Manager Service Desk: BC sets
Note 931196 - New text types for Service Desk in SAP Solution Manager
Pls assign pts.

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

Service desk RFC destination in the Satellite system

HI All,
can any body tell me the RFC destination that is to be maintianed in the satellite system so that the message reaches the solution manager service desk.
I am creating messages they are being send to the service desk successfully but are not visible when I go into the service desk of the solution.
But they are visible through the transaction code CRM_DNO_MONITOR .Can any body help the RFC destination to be maintaned in the BCOS_CUST table so that the message reaches the Service Desk.]
Currently I am using the RFC destination to the service desk client in the solution manager ie SIDCLNT200
Thanks in advance
Regards
Amit

Hi Amit,
I think your expectation is not correct. I understood, you can create a message in a satellite system and you can see the ticket in SolMan service desk. Then everything is configured correct. What you are now looking for is to see the ticket in a solution when the sat. system is part of the solution. This is not working. If you create out of a solution a service desk ticket, these ticket get a special attribute that they belong to this solution, all other tickets can not be selected by a solution.
Sorry but I am quite sure that it is working like this.
There is only one option, that you define special variants so you can see only tickets from special systems, but these variants can not be assigned to a solution.
Regards,
uDo

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

No users are shown for Service Desk functionality in SOLMAN 4.0

Hello!
I would like to set up the business partners for Service Desk in SAP Solution Manager.
If I choose the solution and execute "Edit --> Create Business partner" for the SAP R/3 4.7 then I get the warning no users are shown under the system.
For the SAP SRM 5.0 I get only one user (SOLMAN<SID><CLNT>), meanwhile I set the data selection to blank.
I also copied the user account of SOLMAN<SID><CLNT> to the user test with no success.
I have assigned the Object S_RFC_ and S_USER_GRP.
The users have also the profile SAP_ALL.
How can this problem be solved?
Thank you very much!
regards
Thom

Thank 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

Service Desk - Solution Database - Solution retreival

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