Service desk status in satellite system.

Hi All,
I have configured service desk in solution manager. I am able to create message from satellite system (Help->create support message). But i am not able to figure it out, how to check the status of my message from the satellite system (i.e. any transaction code is there).
Thanks,
Rohan

>
Rohanravindra Hardikar wrote:
> How to go to "Incident Management" through SAP solution manager.
See some general information on Work Center here
[SAP Support Portal - Work Center|http://service.sap.com/~form/sapnet?_SHORTKEY=01100035870000707406&]
It's available as of ST 400 SP15.
Run transaction solman_workcenter to access Work Center.
Required configuration steps are documented in IMG (transaction spro). See activities under node "Cross-Scenario Settings -> Work Center"
See also section "Work Center Navigation Roles" in Security Guide.
Best regards,
Ruediger

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

Message not displying in Service Desk ( solman as satellite System)

Hi all,
We have implemented Solution 4.0 with service desk configured and working fine from my development system.
i.e if i raise a message from development i am able to see in CRM_DNO_MONITOR
But i have one more requirement in which my Solution manager System Client 100 will act as Service desk system and from same system and same client if i raise a message i will not be able to See the message in CRM_DNO_MONITOR.
I have maintained following settings in solution manger
Application: OSS_MSG
Type : W
RFC: NONE
CUST640 and 1.0
Thanks & Regards,
Balaji.S

Hi All,
Issue got resovled.
Ref : note no 722459.
It was wrong format of logical system for client.
Thanks & Regards,
Balaji.S

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.

Solution Manager Service Desk - Status Profile

Dear Experts,
I have implemented External Service Desk message forwarding and its working fine. I can see "Send to External Service Desk" function under the ACTION node and when I choose that and save the message goes to the external SAP Service Desk (VAR).
I have the following questions.
1) I need to create a new status under the status profile SFLN0001 as "Sent to External System". If I do that what should I select as the transaction (business transaction @ the last column when I go though Transaction: CRMBS02).
2) When I forward the message to the external service desk then the Status wont get transferred to the external service desk but everything else goes. What could be the problem ? (Changed status wont get updated once synchronized with the external help desk).
Thanks a lot in advance.
Best Regards
Kushan

Dear Kobayashi,
Can you please help me to understand what you have said little bit more.
I have implemented the note : 1388227
Note talks about manual mapping.
Should i just do a mapping in Alternative Value Mapping (1) for "SAPUserStatus" and "Copy Value" for incoming and Out going ? would that be enough ? I did that in both the SDs but didn't work
how do I do this blow mentioned activities ? could you please help me to understand ? where should I define these mappings ? where do I have to specify this "E0001SLFN0001" ??? could you please elaborate this little more in steps as I'm new to this ?
How should I do this "Prior to the mapping, the value with the ID of the status and the status profile is filled" ???
and also this "The status must also be mapped here in the format <status ID><status profile> (for example, E0001SLFN0001)" ???
from the note 1388227 -
Outbound processing:
The user status is transferred as an additional attribute (parameter IctAdditionalInfos) with the attribute name (AddInfoAttribute) "SAPUserStatus". For this, it has to be included in the value mapping of the external interface. Prior to the mapping, the value with the ID of the status and the status profile is filled (for example, E0001SLFN0001).
Inbound processing:
When the attribute "SAPUserStatus" is transferred and the mapped value is not initial, the user status of the message is set to this value. The status must also be mapped here in the format <status ID><status profile> (for example, E0001SLFN0001).
If a user status is not transferred, or the mapping returns an initial value, the logic described above for setting the status based on the executed operation is carried out.
end of the note 1388227 -
Appreciate if you could kindly help me once again
Thanks and Regards
Kushan

Service Desk - Status of messages on Portal

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

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

Creating Support Desk message in Satellite System Priority & Trans.Type

Dear Colleagues,
When we click on Help ->Create Support Message . Create Message screen appears, in this screen we can select the Priorities. I wanted to know where we define these priorities. Is it in Satellite System(R/3 ) or in Solution manager.
After creating the message, it will automatically take SLFN Transaction Type. But I want use Z Transaction type for all support messages. Where i need do the changes.
Regards
PK

Hi PK,
There is an IMG activity for defining a default priority. It work within workcenter and message creation from SolMan. You can test if it works when you create the message from R/3 backend.
Please refer to SAP Note 1362264 - Work Centers: Incident Create default Priority & Category, where the customizing is given (you only need to apply the note if you are using .the workcenters).
Edit : it is likely that the default priority comes from the basis notification when creating message from backend. You can try to change the default priority using the BAdI SBCOS001 in the satellite system.
Best regards,
Stéphane.
Edited by: Stephane BUSTARRET on Mar 9, 2010 4:19 PM

Service Desk (Configuration in R3 systems) [Number Range Issue]

Hi,
I am using Sol Man 3.2 version.
I have established the RFC connection between Sol Man and R3.
When I create a Support Message from R3 system, I am getting the below error
Error in Local Message System: For object DNO_NOTIF , number range interval 03 do Message was Not Created.
This is a case where there is a mismatch between the number range.
Is there any setting I have to do in the R3 system to enable the correct number range.?
Because, when I login to my Sol Man system and create a support message, I am able to create the support Message and I can see the message in Transaction Monitor.
I am unable to create support Message from R3 system.
Regards,
Vikas

Dear Vikas,
Please logon to your R/3 System which is configured in your Solution Manager Landsacpe.
Follow the below steps now
1. Run Transaction SM30.
2. Table Name "BCOS_CUST"
3. Maintain Entries as shown below ( column info )
 a. Appl - OSS_MSG
 b. + - W
 c. Dest. - SM_<SID>CLNT<Client#>_TRUSTED
 d. + - CUST620
 e. + - 1.0
4. Save the Entries
5. Click on Help Menu -> Create Support Message.
Now enter the appropriate information in the message window and click on send button.
Once you will get the notification of support message creation, logon to your solution manager system and run transaction crm_dno_monitor and check the support message.
I hope this info will help you to create message from your R/3 system to solution manager.
Thanks,
Avinash

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 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

Service Desk Unable to set status to Customer Action and Proposed Solution

Hi Everyone,
We are unable to set a service desk issue to the status Customer Action or Proposed solution.
I have someone create a new issue in the bakend system and when I receive the issue I assign it to myself as the processor. When I try to set teh status to Customer action it is grayed out.
I have checked the following:
1. As a test I assigned My user with sap_all profile so does not appear to be authroisation related
2. The status profile has all six standard values (New, customer action, In Process, Sent to SAP, Proposed Solution, Confirmed).
3. The transaction types have been defined using the standard profiles for Text Det. Procedure, Partnet Determination Procedure, Status Profile. The Partner Function ORG is set to Sold-To-Party , The date profile is a SRV_SLA_ITEM and the Action profile is set to SLFN0001_ADVANCED. The Org Data Prof is set to a customer defined one: ZSSC000000001.
4. I have checked transaction ppoma_crm and the org structure and my user is assigned to a team lead position.
Your assistance is greatly appreciated.
Michael

Hi Michael,
please check your status profile for the "lowest status no." and "highest status no." values of the status values as Alex mentioned!
You can find this in SPRO under "SAP Solution Manager> Scenario-Specific Settings>Service Desk>Service Desk>Status Profile".
If the "high" value of the status "New" is lower than the status number of status "Customer Action" than you can not set the message from "New" to "Customer Action"!
Hope this helps,
Christoph

Service desk settings, automatic email status message change

Hi,
I'm working at Solution Manager 7.0 SP16. I've configured and working Service Desk scenario and it works. Now I'm trying configure automatic email at status change of messages, but It doesn't work
I'm following spro transaction, and SAP Note 691393. I am configuring Service Desk Specific Scenario Settings -> Automatic Email at status change.
I've checked:
- SCOT is correctly configured and working OK.
- Business partners emails are mantained.
I made the configuration suggested as described SAP Note 691303 SAP Tutor. Following SAP Tutor I go to transaction sppfcadm->select crm_order->botton "define action profile and actions"->Action Profile(left view) and SLFN0001_ADVANCED(right view)->mode change->new entry...   I follow the next slides at SAP Tutor.
At the end, when I check results, I go to the support message (transaction crm_dno_monitor) to edit-> Fast Entry->service process->status->In process and I press button save. So I go to Transaction data->Actions but any about the send mail action
Please could you help me??
Thanks and Regards
Raul Aguilar

Hi Mahantesh,
The settings that I've defined at the start condition are:
Transaction sppfcadm->select CRM_ORDER->button "Condition Configuration"->button technical names on->select action AI_SDK_STANDARD(double click)->change edit mode->right frame button create and select the new condition "Send an email to the author when status of message changes"->start condition tab->button edit condition->Name: Zsend_email->Condition definition:User status->Operators "="->constant "status profile"->SLFN0001 "Service Desk Status header"->Status E0002 "In process"->boton transfer condition->save button. At the end I have:
&CRM Service Process.User    =
Status&                                  E0002SLFN0001
I create a new support message (help->create support message) -> transaction crm_dno_monitor->open the support message just created->button change->fast entry->service process-> status->In process->button save
In order to test I go to Transaction data->Actions:
I've a line: wth a red circle, Action="send an email to author when status of message has changed" and start condition:
&CRM Service Process.User      =
Status&                                    E0002SLFC0001
Please could you help me?
Thanks and regards
Raul

I am not able to put in complected status in service desk

Hello,
I am not able to put in complected status in service desk message .
can i know the reson ?
Regards,
Swaroop

Hello Swaroop,
may be it is not activated.
Please confirm if you had used SLFN0001 profile while configurig service desk
try doing this,it willl help:
go to spro-SAP solution manager-advanced configuration-service desk-status profile-change status profile for user status-double click on SLFN0001-here all the status wil be there in german language just check this once and if possible send me the screenshot for this
now go back and double click on SLFI0001-just have a look at this and send me a screenshot if possible
Rohit

Service Desk - Expert Mode - Not all actions are available

Dear SAP colleagues,
I have just implemented the Service Desk in our SOLMAN system.
1. I choose Incident Management
2. I click on Queries
3. I click on a ticket (Transaction ID).
4. I edit the message
5. When I select Actions, I only have the 4 following options :
    - Send Message to SAP
    - Maintain SAP Logon Data
    - Display SAP Action Log
    - Update SAP Message
When I consult some demos, there are many differents options available in Actions menu, as, for example :
- Open System fro SAP
- Confirm Message to SAP
- E-Mail to Message Creator (Mail)
- Print Message
- Create Change Document
- Call Solution Manager Diagnostics.
Is it due to an missing authorizations (roles and profiles) ?
Thanks for your input.
Best regards
CP2009

Dear Rajeev,
First of all, thanks for your input.
I have choosen SIVA when I have activated BC Sets.
Should I activate also BC Sets for transaction type SLFN ?
1. I have started SPPFCADM and follow your recommandations.
2. I have choosen CRM_ORDER
3. I have then click on "Condition Configuration (Transportable Conditions)
4. There are many entries related to the Support and Service Desk
Example : Support Desk Message Action Profile
I have 5 actions defined -
Action 01 : Send Message to Processor
Action 02 : Create/Change Basis Message from CRM Procedure
Action 03 : Send Notification to SAP
Action 04 : Update Message from SAP
Action 05 : Confirm Message to SAP
I have activate BC Sets for transaction type SIVA, not for SLFN.
Best regards
CP2009

Service desk status in satellite system.

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