Service Desk: Support team determination - Action Logs error

Hello experts,
I have customized the service desk functionality in Solman 7.0 EHP1 according to SAP help and the various (very helpful blogs from sdn). When I create a message from satelite system the "Support Team" field is already filled with the correct business partner, but when I look into the ACTIONS tab I see the following error message (red light) "Find support team responsible, when message is created". In the processing log I have the following entries:
"Processing CRM_DNO_PARTNER_1 Is Started"
"Action could not be successfully executed".
Additional no Email is sent to the BP SUpport team even I have customized it accourding to the blog from Tammy Powlas "Service Desk Support Team E-mail Notification".
When I open the created message in change mode and save the message (without any changes), then the email is sent correctly.
Can anyone give me a hint, what I did wrong.
Thanks in advance,
Thomas

Hi Thomas,
When the PDF is generated during the creation of the message, some information is not yet available to the smartform program, so most of the fields are not filled. In order to have the complete PDF, you have to send the e-mail after the document is completely created, which means using the processing time "Processing when saved" (and then you have to open the message and save), or via Job using the Processing time "Processing using selection report", and scheduling the job as mentioned by Cristiano. In this case no e-mail will be created immediately as you wish (I did not use "sent immediately" , but "created immediately", because it also depends on your SCOT job which will send the e-mail). In my case I did not need to send in the e-mail details such as System ID, SAP Component and System details to the Support team, only the message number, priority and description.
If you decide to schedule the job, create a variant as explained by Cristiano. Enter the Application CRMD_ORDER, Action profile, Action definition if you want to specify which action or actions you want to execute (if you only want to schedule the job for your email to support team action, put this action definition here), Promotion status "0", keep empty field Processing type (do not put INT for e-mail), and select Processing Time "Processing using selection report". Keep dates in blank. Set "Processing without dialog" on. It's very important that you configure your action to be executed via report, as I said in the beginning, otherwise the job will not work and you will have the "0 actions have been selected" message. Also schedule your job periodically with a very short interval if you have many messages created each hour. It also depends on your SCOT configuration. The CRM action job will only send the e-mails to the queue.
The business partner assigned to the user that holds the position below the org unit should be entered in the message processor field, but this should not cause any error in the action that determines the Support Team business partner, as this field is correctly determined. Did you configure any other action or BADI to fulfill the message processor automatically? The standard SLFN0001_ADVANCED_FIND_PARTNER action as far as I know will not do it. I have Solution Manager 7.0 with SP25 and I don't have any error message in the FIND_PARTNER action, it is all green.
If you did not create yet any action or BADI implementation for the message processor, and if you have only one business partner (person) assigned to your support team, as you described (one Org Unit, with one position and one member), you can do the following:
- Go to the Access Sequences definition and copy access sequence 0009 (organizational data: employee for an org. unit). In the Individual Accesses change the Source from Department to Support Team.
- Go to the partner determination procedure and for the SLFN0004 select the access sequence just created.
This access sequence uses Rule AC10000258 to determine the business partner Employee of an Org Unit.
Try to create a new message and check if it works. This rule does not work if you have many members below one support team.
You may also check SAP note [1041455|https://websmp130.sap-ag.de/sap%28bD1lbiZjPTAwMQ==%29/bc/bsp/spn/sapnotes/index2.htm?numm=1041455].
Regards,
Raquel
Edited by: Raquel Cunha on Mar 3, 2011 4:30 PM

Similar Messages

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

Support team determination based on message creators - how to

Hello, dear experts,
I try to implement the following scenario:
We have several user groups with numerous users (they create messages).
Support team needs to be determined based on the user group. How can we implement this?
Standart decision with rule AC13200137 seems not applicable in that case. I try to do it with org. structure: create org. unit corresponding to user groups, assign business partners/users to them but I don't know what access sequence can I use for this (in Partner Determination). Could you give a piece of advice about this scenario?
Any help is really appreciated.

Hi Remy
I have configured service desk message and determination of message support procesors
Users can change status of service desk message trough B_USERSTAT Authorization object if the Actions are available regarding the ticket status
I like to set conditions, sou2026 if service message are assigned to BASIS TEAM only this group must change service message status or edit service message data
Thereu2019s any way to do this trough authorization objects?? B_USERST_T maybe ? combination of B_USERSTAT & B_USERST_T (activation) ?? Status profiles & Authorization key & transactions types, actions profiles??
Best regards

Support Team Determination

Hello,
I've seen the blog for the Support team determination. But still i'm not getting the support team in my message. But when I use through IBase, i can able to get the partner. It wont be help for multiple cases.
So, can anyone guide me what else i need to do for getting the support team and message processor in my messages ??
Regards,
JMB

Hey Senthil,
I will give you an hint for doing this, you can achieve this, however the Rule in PFAC will not Support this..So that Rule need not be implemented.
Follow:
1) Maintain a Ztable for region and Support team Mapping
2) The Imlement Order_SAVE BADI to suit your requirement.
Following Function Modules would be helpfull.
CRM_ORDER_READ_OW to get the "reported By" BP.
BUPA_ADDRESS_GET_DETAIL to get the Region of the reported By
I would have designed the whole code for , but spoonfeeding would do no good.
Get in touch with CRM Team for implementing this..
Reward points for usefull answer.
Regards,
Anand.

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

Support team determination-Rule 13200137 at PFAC_RESPO

Dear Gurus,
I Maintained Rule 13200137 at PFAC_RESPO.
Craeted a responsibility called MM support and assigned a user called MMUSER
Expression in a Responsibility maintained all with * for SAP component Maintained MM* and Priority with 1-4.
BP maintained as employee for the user MMUSER.
While going for simulation it si coorcetly picking that MMUSER
But when I create a message from solman by menuHelp>>create support message and in the component maintained as MM-INV
But it didnu2019t determined the support person.
In the action log I am getting the following log
Date: 26.06.2008 Time: 10:35:26
Processing CRM_DNO_PARTNER_1 Is Started
Incorrect parameter transfer ()
Action could not be successfully executed
Pl guide me in thisu2026..

Dear gurus,
i maintained entries in : Set up integration with organizational management as
1. Activate global HR integration by setting the main switch HRALX/HRAC to 'X'.
2. Activate the integration between business partners and organizational units by setting the switch HRALX/OBPON to 'ON'.
3. Activate the integration between business partners and employees by setting the switch HRALX/PBPON to 'ON'.
I am getting different error as below
Date: 26.06.2008 Time: 18:20:32
Processing CRM_DNO_PARTNER_1 Is Started
Error in resolution of rule 'AC13200137' for step '1'
Action could not be successfully executed
Error in resolution of rule 'AC13200137' for step '1'
Message no. WL423
Diagnosis
The function module for rule 'AC13200137' initialized an exception and returned a message ("MESSAGE ... [RAISING ...]").
System Response
If the message is of type 'A', 'E' or ' ', the confirmation of the current work item is recorded and the work procedure set to error status.
In all other cases, the message is logged as a warning and the work procedure continues.
plz guide me

SolMan 4.0: Support Team determination via Access Sequence not working

Hi,
from all the documentation I've read I got the following understanding for automatically determination of Support Team via Access Sequence (well, for one possibillity at least):
- Maintain Sold-to-Party in IBase IB52, especially country attribute. DONE
- Maintain Organizational Structure in PPOMA_CRM and create Org. Units, Business Partner No. get assigned automatically. DONE
- The Organizational Unit "Support Team" has the same country attribute as the Sold-to-Party and was marked "Obj. Permitted in Determination". DONE
- In IMG under SolMan -> Sc.-Specific Settings -> Partner Det. Proc. -> Def. Partner Det. Procedure select Procedure "SLFN0001" -> Partner Functions in Procedure -> Select "Support Team" -> Details, in block "Partner Determination" under "Access Sequence" select "Organizational data: Support Team by org. model". DONE
If I now create a support message in a satellite system the Support-Team will NOT be assigned. Instead if I have a look into transaction data of the message under tab "Actions" there is an entry "When message is created, find support team responsible" with processing parameters RULE AC13200137, PARTNER_FCT SLFN0003.
This makes absolutely no sense to me, why is the determination rule 13200137 used (which contains no entries at the moment) instead of the assigned Access Sequence?
Am I missing something?
Regards,
Marco Kipka

Hi,
no hint for solving the problem?
This is getting quite urgent, since I'm working at a customers site and try to implement the describted scenario.
Regards,
Marco

SP2013 BI Services that support SSAS drillthrough action

Is there a comprehensive list of applications / services in SP2013 that support SSAS drillthrough actions (SQL 2012)? I am working with a client that currently utilizes Excel Web App, which doesn't appear to support drillthrough action (I know that
there are some work arounds, but I want out of the box SSAS defined functionality).
Which BI services on SP2013 are supported? My best guesses:
Excel Web App - No?
Excel Services - Yes?
SSRS - Yes?
Power View - No?
PerformancePoint - Yes?

Thanks for the reply. I was hoping for something more granular, and was referring to drillthrough actions that are explicitly defined in SSAS.
If the questions is too broad (which is a shame, as these should really be considered a highly related stack), then I am specifically targeting whether or not
drillthrough is available in Excel Services 2013.
I have found older TechNet articles that layout unsupported features for 2007 / 2010, but have not found a similar listing for 2013 except for this:
http://technet.microsoft.com/en-us/library/jj219751.aspx which conspicuously leaves drillthrough out of the list of compared features. Also, drill down is not what I need, I am referring
to the "Show Details" functionality available in the full version of Excel 2013.
Anyone?

Service desk-Support Messages-"Reported by" not getting updated

Hi gurus,
In a support message when we create message from satellite system. System is not captuing automatically the "Reported by" field.(BP number of the creator).
Can you pl guide me, is there any missing setting to capture this "Reported By" field.
Thanks in advance.

Hello,
Execute tcode SPPFCADM.....
There you have to select DNO_NOTIF Application.... scrolll down to get this application.....
Now after selecting that application, click on "Define action profile and actions" tab.....
Now you will get 2 actions profiles there....
Select action profile SLFN0001_STANDARD_DNO...
This action profile has two actions....
Select action SLFN0001_STANDARD_DNO_CRM....
In this Settings method call tab, select Change Processing parameter, there add....
Element/Name/Short Description as --> PARTNER_FCT_CREATOR
Structure--> CRMD_PARTNER
Field--> PARTNER_FCT
Under initial value tab enter SLFN0002. Save your settings and check it by creating new message.
Regards,
Nikhil

Send e-mail to support team.

Hello,
I created a action for sending e-mail to support team in SolMan, the action is display in actions of message, but your status is warning, and don't send e-mail. When I try execute action, view the message of error:
--> The Action Cannot Be Executed in the Dialog
Procedure:
If you want to execute the action in the document, you must change the Customizing settings of the action definition correspondingly.
I can't find this procedure.
Anybody can help me please.
Thanks a lot.
Att.
Rogério

Hi
have you configured the pfac rule which is called by ur action...(assuming u r using standard action for sending mail to support team)
Pls check this blog will solve ur problem
/people/dolores.correa/blog/2007/10/06/service-desk-support-team-determination
Regards
Prakhar

Populate the Support Team based on the Message Processors Org Unit

We are using the Service Desk and using the SLFN transaction to create tickets.
At the moment we populate the Message Processor and Support Team fields manually.
Is there a way that when the Business Partner is entered into Message Processor field that the Support Team (Organizational Unit) that this person is a member of is automatically entered into the Support Team field.
When we setup the organization structure we have defined these relationships so is it possible to utilize this?
Thanks
Simon

Hi,
Pls check this blog..
Service Desk: Support team determination in Solution Manager 7.0
Pls assign pts.

Problem in Service Desk ITSM in SOLMAN 7.1

Dear Experts,
I have facing a problem in ITSM Service desk configration.Almost configration part is complete but whn my end user raise a ticket
it is not showing me in SOLMAN_WORKCENTER.I have assign the role for both side processor & keyuser role.
Please help.
Rgds
Sudarshan

Hi Sudarshan,
have you created a support team and set it determination as per below blogs
http://scn.sap.com/people/dolores.correa/blog/2007/10/06/service-desk-support-team-determination
Incident Management: Support team determination in Solution Manager 7.1
once you do above the ticket is assigned to support team and filled in the incident/ticket.
further, the team assigned ....its member can view that in their own queues
hope this clarifies & resolves
Thanks
Prakhar

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

Service Desk - assign support team according to call status

Dear SolMan Service Desk experts,
We have copied the standard Service Desk transaction type to an own transaction type, and have adapted the transaction type and created a customer specific status profile.
Now we want to find out how it is possible to assign a "support team" depending on the status. This means e.g.
when the status is set from "In Process" to "Approved" a different support team "Basis" should be assigned automatically.
when the status is set from "Approved" to "Escalated" a different support team "EscalationMgrs" should be assigned automatically.
This is different to the usual and well know support team determination after call creation.
Q: Is this possible with the PPF and the actions provided in standard?
Q: What needs to be done to implement support team assignment by status?
Q: Is there a description available to achieve the desired result?
Unfortunately I did not find the needful in notes 616946 and 1512895, and also the PFAC rule 13200137 seems not to be helpful as the STATUS is not available in the Container, and as it seems once a support team is assigned the rule does not change the support team anymore. Is that correct?
Best regards,
Peter

Hi Ram,
here are the points to be done, when setting up the automatic support team determination in your Solution Manager system:
You will have to set up your organizational model by using the transaction PPOMA_CRM. Make sure before, that in table T77S0 the value for HRALX HRAC is set to "X", otherwise no Business Partners will be assigned in your org structure!
Then you will have to set up your finding rules by using the transaction PFAC, using the rule AC13200137. When ready, you can simulate rule checking if it is working. The determination is working by using the SAP component.
To the different message numbers taken, when creating a new message: Depending on the way, how the message is created (through the Help-function or using the ta NOTIF_CREATE, resp. CRMD_ORDER) the sequence of creating the two parts of the message (a message in your SolMan system consists of a Basis/ABA-message and a CRM-message) is different. If you create a message via Help, the Basis-message is created first and the number range of the Basis messages defines the number for your message. On the other hand, if you create your message by using NOTIF_CREATE, the CRM-part is getting set up first, so the number range (to be maintained with the ta CRMC_NR_RA_SERVICE) for the CRM messages defines the number for your message.
I hope this short explanation helps you,
regards
Csaba

Service desk - SLM 7.0.1 - assign support notification (SFLN)

Hello everyone,
I am trying to customize SolMan Service Desk, but there are so many things that I am not able to make such as :
- creating new messages subjects
- assigning support notification (SFLN) to a team or person, according to these support notification
I mean, if a user A connected to the Service Desk chose to create a "Technical problem" support notification, it will be automatically assigned to the technical support team.
Is it possible ? Do we have to manage Business partners to handle that ?
Thanks a lot for all your suggestions.
Regards,

Hi,
Yes, it is possible. You need to define rules in transaction PFAC for this. Check SAP Note 1512895 - Support team determination + e-mail notific. to support team.
Thanks
Sunny

Service Desk: Support team determination - Action Logs error

Similar Messages

Maybe you are looking for