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

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>
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&]
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Dear Kobayashi,
Can you please help me to understand what you have said little bit more.
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Regards,
Vikas

Hi,
The third one is RFC destination which is a way of linking two systems providing there ip and login credentials.
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http://help.sap.com/saphelp_nw04/helpdata/en/26/64f62cfa8911d386e70000e82011b8/content.htm
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/people/federico.babelis2/blog/2006/04/14/service-desk-configuration-guide-for-dummies
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Message was edited by:
Prakhar Saxena

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
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Raul Aguilar

Hi Mahantesh,
The settings that I've defined at the start condition are:
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&CRM Service Process.User    =
Status&                                  E0002SLFN0001
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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      =
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We are unable to set a service desk issue to the status Customer Action or Proposed solution.
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I have following queries regarding service desk in solution manager.
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2. When a message is created through satellite system support message should display TCode in support message.
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SAP_SUPPCF_CREATE
SAP_SMWORK_BASIC
SAP_SMWORK_INCIDENT_MAN
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http://service.sap.com/instguides -> SAP Components -> SAP Solution
Manager
In service desk mail (New message/ )attachment of message is not appearing. Currently it visible in solman ticket, As per requirement attachment of message should also be mailed.
In standard system this is not available. You can create development rrequest for this as per Note 11.
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Also check:
http://help.sap.com/saphelp_smehp1/helpdata/en/b3/64c33af662c514e
10000000a114084/frameset.htm

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Hello,
I am not able to put in complected status in service desk message .
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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
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Hi
I am facing one error in Service desk related to message text .
Some of the characters of message entered by the customer is getting truncated when we see the message details in the transaction data tab in the service desk. Due to this we are not getting the full description of the support message.
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Sarang

Hi
Please find the reply in Bold :
What Sol Man release are you workin on?
SAP Solution Manager 4.0
What kind of characters get truncated?
General message characters (English alphabets)... is this because of length constraint?
Are you working on a unicode system?
Yes
Does this happen while creating messages from a satellite system or from within Sol Man?
When user creates messge in SAP ECC 6.0 , then the sme of the last characters of each row gets truncated.
Best regards
Sarang

Implement Service Desk in Solution Manager 4.0

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Hi,
Check
<a href="https://websmp203.sap-ag.de/~sapidb/011000358700001197002005E/Addtional_Information.pdf">This Pdf</a>
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Service Desk Settings, Automatic Email at status change of messages

Hello experts,
I need your help about this:
I am configuring Service Desk Specific Scenario Settings -> Automatic Email at status change.
I made the configuration suggested as described SAP Note 691303. Also I configured the status profile SLFN0001 in transaction DNO_CUST01, and the Action profile SLFN0001_STANDARD, both for the SLF1 (Service basis message), but still when we change the status of messages, the email is not generated in SCOT, overview of send orders.
I want to clarify that the configuration made for the action of send email was in transsaction SPPFCADM, selected DNO_NOTIF, and push Define Action Profile and Actions, then selected the Action profile SLFN0001_STANDARD for making he ocnfiguration as suggested in note 691303.
SCOT is correctly configured and working OK.
Business partners emails are mantained too.
Thank you very much.
Hector Longarte

Hello. Thanks to all of you for your comments. I am answering to your questions below:
Have you assign proper partner function to every status in action?
I do not know where can I make this assigment. I am thinking that this may be the cause. Please I kindly ask you to give me orientation about this.
Have you defined condition for defined action?
Yes, the condition was defined thru SPPFCADM. Now, I wonder if this must be configured for CRM_ORDER application as described in note 691303, or for DNO_NOTIF ??
Have you maintained user deatils on identification tab in BP?
Yes, the Business partners and emails adresses were correctly mantained.
The configuration we are talking about and you want to change, is it regarding SLFN (Service Desk Messages) or SLF1 (Basis Service Message)?
I supose that for Service desk messages we must configure SLFN, and not SLF1. Right?
In DNO_CUST01, we have SLF1. We have not made any configuration in DNO_CUST04, it is still as original standard. Please let me know if we are right.
You want to send an aut. email notification when status of SLF1 changes?
We want to send email notifications to the message creator about the status change of service desk messages.
Thank you very much.
Best regards.
Hector Longarte.

SOLMAN 7.1 SP10 CRM UI Service Desk - How to clear / remove Message Processor on a particular status

Hi Experts,
I have a requirement to remove the stated Message Processor, when the incident / Service Desk ticket is being saved using a particular status (Eg: Sent to Level 1).
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Shahul

The solution is here
SOLMAN 7.1 CRM UI - "Reported By" Empty
Thanks to Ash.

Service Desk Message from Portal

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Hi Gopal Rao,
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