Service Desk: Support Team Assignment from User not in a Support Team
I am working on configuring the Service Desk and all has been going pretty well until now.
The issue surrounds automatic assignment of Support Teams when a ticket is submitted.
In cases where people assigned to the org structure (PPOMA_CRM) submits a ticket, the support team is assigned correctly (via Rule 13200137 in PFAC_RESPO), but when an end user submits a ticket, it doesn't assign a Support Team.
I have not assigned end users to the org structure because they are not part of the support team and have been using PPOMA_CRM to only establish the support org structure.
So the question is what am I missing to configure SolMan 7.0 so tickets from general users are assigned to the appropriate support team?
Thank you,
Brian
Brian,
It sounds like you did not maintain the identification tab with the ibase for the end users. You have to list every system a user can create tickets for on their identification tab in the General Partner role.
It should look something like:
<system ID> <identification number> <client> <userid>
DEV 1234567890 100 BSMITH
QAS 1234567890 100 BSMITH
PRD 1234567890 300 BSMITH
the very left field's value should be CRM001 for all three.
You do not have to fill out the employee role for end users for the functionality you desire.
regards,
Jason
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Message received in audit information:
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Check that the connector that you have created is working fine and also the user ID that you are using in the backend system is within the valditiy date and all the required authorizations.
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Hi all,
I am trying to configure the Service Desk functionality for Service Providers (on EHP1).
I follow the SAP Documentation (SAP Solution Manager: Service Desk for Service Providers) and SLA's made easy in SAP Solution Manager. Also some discussion threads helped me with some steps (I applied e.g. the recommendation from Pricing data for partner 106 could not be read. , but it didn't help).
I am facing some errors related to the CRM part of the configuration.
When I create Service Desk Contract (SLFV) in CRMD_ORDER, the error appears Pricing data for partner xxx could not be read. I checked the setting of BP and I am not able to find the reason, for customer's (sold-to-party) BP the sold-to-party > Sales Area Data the Sales Organization/Distribution Channel/Division are maintained. Which information for pricing is needed and where can it be configured?
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Could you please help me what can cause the error?
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my problem was solved when I double checked the settings of org structure. That means there must be a consistent setting for sales organization / distribution channel / division in businness partner (tcode BP), organizational model (PPOMA_CRM), product workbench (COMMPR01). The setting must be same for both the sales department of the service provider and the customer's company (I am sorry I am not CRM, so I am following just this simple logic)
In the long text of the error (in CRMD_ORDER) I could see "expected" combination for sales organization / distribution channel / division (message e.g. The access was carried out with sales organization 'O 50000613', distribution channel '01' and division '') -> when the org model was set up everywhere in this way, the contract was automatically filled by the organization data and in the next step the contract could be determined in the service desk message.
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Service Desk with IC WebClient: Category Modeler not available
Hello,
We are currently implementing a Service Desk Application based on SAP Solution Manager. Therefore we are using the article "Implement an ITIL Employee Service Desk with IC WebClient" of "www.CRMExpertOnline".
One of the steps, which are described in the article describes how to Categorize incidents with the Category Modeler. It says that the Category Modeler is available trough BSP Application CRMM_ERM_CAT.
Unfortunately this SAP-Application is not available on our system.
Our System Data:
SOFTWARE COMPONENT RELEASE LEVEL HIGHEST SUPPORT PACKAGE DESCRIPTION
SAP_BASIS 700 0012 SAPKB70012 SAP Basis Component
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Does anybody know where I can find/download the category modeler-application?
Thanks in advance,
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The question is that CRMM_ERM_CAT is an application, also a transaction but this is not the name of the associated BSP I think, this belongs to component CRM-PCF more than Solution Manager.
I have seent some messages speakin about to call:
http://server:port/sap/bc/bsp/sap/crm_bsp_frame/entrypoint.do?
appl=CRMM_ERM_CAT
Sorry! I can not tell you more about this, regards,
Dolores -
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Hi,
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Which type of the connection, should be chosed.
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Regards,
VikasHi,
The third one is RFC destination which is a way of linking two systems providing there ip and login credentials.
When you create RFC in sm59 tcode you have to provide ip address and login credentials and a name,This name you have to provide in se11 bcos_cust table third field.
You have to create an R/3 or abap connection.check this for creating rfc connection.
http://help.sap.com/saphelp_nw04/helpdata/en/26/64f62cfa8911d386e70000e82011b8/content.htm
Check the following .
/people/federico.babelis2/blog/2006/04/14/service-desk-configuration-guide-for-dummies
in short first of all go to tcode sm59 create a r/3 connection to your server and provide a name to it.
secondly go to bcos_cust table and provide this name in the third field.
Please reward points if it helps.
Message was edited by:
Prakhar Saxena -
VLAN assignment from ACS not applied
WLC 4402 5.2.157.0
ACS Express 5.0.0.18
We have an issue where the VLAN assigned on the ACS isn't applied on the 4402 WLC.
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Wed, 04 Feb 2009 09:50:02
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Calling-Station-Id = 10.30.1.12
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Acct-Authentic = RADIUS
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CLIENT PROPERTIES
MAC Address 00:1a:73:ed:bf:ca
IP Address 10.30.1.12
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Port Number 1
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CCX Version CCXv4
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Mobility Role Local
Mobility Peer IP Address N/A
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Mirror Mode Disable
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SECURITY INFORMATION
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WMM State Enabled
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Burst Data Rate disabled
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SPSiteCollection.Add in WCF service for FBA web application throws "user not found"
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The process user is the same both for my Windows forms based application and my WCF service and I expect the code runs the same in both cases. I did not find any matching forum entry and I have no idea why a WCF service does not execute
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SPWebApplication webApplication = SPWebApplication.Lookup(new Uri(https://www.someurl.com));
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Service line condition type KR01 from PR not copied to contract
Dear gurus,
I created a service PR. I put in the Gross Price and Header Discount (KR01) at the service line in the PR. When I create a contract with reference to that PR, the Gross Price is copied over but not the Header Discount (KR01). Why is this not happening ?
Thanks in advance.Hi,
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note 358028.
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Service Desk: Can't find Support Team when creat.message in satellite syste
Hi all,
strange thing:
In service desk I customized the partner determination rule for the support team with the rule AC13200137.
(In the rule pretty much everything is filled with * )
a) when creating a message via transaction NOTIF_CREATE within solman itself, the support team can be determined without any problems.
b) when creating a message in a satellite system via ->Help ->Create Support Message, the message gets created in the solution manager, but the support team could not be determined.
In the action log for "when message is created, find
support team responsible" the protocol is red.
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Varghese -
End User Role for Service Desk in Solution Manager
Hey,
I am launching the Service Desk functionality for my End Users. One thing that i want to know of is the role that I should assign my user in Solution Manager to access his message. E.g.
I have a user 'A' who creates a message from any system in my landscape:Test, QA, Dev or Production. Now this message reaches in Solution Manager and is assigned to a certain Support Team according to the rules I defined. Now the personnel of Support Team needs some feedback from the end user who created the message. For that the user 'A' has to log into Solution Manager, access his message and enter the details which the Support Team requested.
I want to know that what Role should i give to this user 'A' so that he is able to access ONLY the messages that he created i.e. "Reported by" field showing user 'A'; and is able to view and edit them.
If I give him the role SAP_SUPPDESK_CREATE and SAP_SUPPDESK_DISPLAY, he is just able to see the messages, all of them, but is not authorized to edit any. Please help me out in this matter as i need a solution asap.
Regards,
Bilal NazirHi Nazir,
Create a role and add this t-code manually.
CRM_DNO_MONITOR - Transaction Monitor
This is will definitely solve your problem.
Feel free to revert back.
Thanks and Regards,
Ragu
ERP,
Suzlon Energy Limted, Pune
Extn: 2638
+919370675797
I have no limits for others sky is only a reason -
Service Desk - Support Determination error
All:
When I create a customer message in a satellite system using help -> customer message, the support team is not automatically determined.
Based on related threads I have checked the following:
1. The organization model is defined and the attribute country US is set and inherited throughout the tree.
2. Partner detemination procedures -> Partner function is procedure : the access sequence is left empty
3, In Tcode PFAC_RESPO (AC 13200137), I have created responsibilities/rule for automatic partner determination, such that based on the SAP component during message creation the teams are assigned in service desk. The simulation in solman works, but during actual message creation the teams are not determined.
Please advise.
Thanks
S.Sanjai,
I made the IB52 settings like you suggested, it helped.
I still have a problem though with one of the responsibilities. "Find First Level Support Team" works, "Determine BC Team using SAP Component" doesn't.
The following is how the responsibilities are set up:
Rule 13200137 CRM_DNO_1
Responsibilities:
Determine BC Team using SAP component : priority 02: SAP Component : BC*
Assignment: Basis Team (Org U)-> Basis Support Team(position) -> Shabna (User)
Find First Level Support Team: priority 01: SAP Component: A* to Z*
Assignment: 1st Level Support (Org U) -> 1st Level Support Employee (position)
The following is the Org structure:
Org Structure:
XXX Service Desk (O)
Service Desk (O)
1st Level Support (O)
1st Level Support Employee (P)
2nd Level Support(O)
Basis Team(O)
Basis Support Team (P)
Shabna (U)
Security Team(O)
Security Support Team(P)
Shabna(U)
O - Org Unit
P - Position
U - User
Where am I going wrong?
Shabna -
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 -
Service name from user level through any query
Hi
One of my user want to find the oracle service name through SQL query from user level. This user is not a DBA.
With DBA privs this querry
SELECT NAME, VALUE FROM V$PARAMETER WHERE NAME = 'service_names';
brings the correct result. But user he will not have the access to read the V$PARAMETER table which is part of sys object.
select sys_context('USERENV','SERVICE_NAME') from dual;
SYS_CONTEXT('USERENV','SERVICE_NAME')
SYS$USERS
this query is not giving my the correct result. Is there any way we can grab the service name from user level.
Your cooperation is highly appreciated.
Raoselect sys_context('USERENV','SERVICE_NAME') from dual;You need to note that the result of the above depends on how you connect to the database. If you connect using NET Service, it should give you the SERVICE_NAME.
SQL> conn sys as sysdba
Enter password:
Connected.
SQL> show parameters service_name
NAME TYPE VALUE
service_names string testdb
SQL> select sys_context('USERENV','SERVICE_NAME') from dual;
SYS_CONTEXT('USERENV','SERVICE_NAME')
SYS$USERS
SQL> conn sys@testdb as sysdba
Enter password:
Connected.
SQL> select sys_context('USERENV','SERVICE_NAME') from dual;
SYS_CONTEXT('USERENV','SERVICE_NAME')
testdb
SQL> conn scott@testdb
Enter password:
Connected.
SQL> select sys_context('USERENV','SERVICE_NAME') from dual;
SYS_CONTEXT('USERENV','SERVICE_NAME')
testdb
SQL> conn scott
Enter password:
Connected.
SQL> select sys_context('USERENV','SERVICE_NAME') from dual;
SYS_CONTEXT('USERENV','SERVICE_NAME')
SYS$USERS
SQL>
So you need to understand the use of sys_context -
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.
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