Solman 40: When message is created, find support team responsible

Hi ,
I have problem in SOLMAN 40 - service desk implementation.
When my message arrive from the satellite systems on the solman, and when I go to check messge with the transaction CRM_DNO_MONITOR i can see the following error message associated to the satellite systems support mess:
"When message is created, find support team responsible"
or deeper in the log :
"Processing CRM_DNO_PARTNER_1 Is Started
Incorrect parameter transfer ()
Action could not be successfully executed"
I have checked my determination rule CRM_DNO_1 with tr PFAC and everything seems to be ok . !?
Before I sent the message from the satellite systems I had created rules(CRM_DNO_1) for BC team SAP component BC, FI Team SAP Component FI , and1'st level of support SAP component from A* to Z* , with the corresponding priorities.
Would you be so kind and tell me what to check/do/read next?
rgds
BM

Hi,
Check pages 15 - 19 [in this document|https://websmp105.sap-ag.de/~sapdownload/011000358700001197002005E/Addtional_Information.pdf]. This will solve your problem.
Feel free to revert back.
--Ragu

Similar Messages

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.
Details of the log:
- green: Date and time stamp
- green: Processing CRM_DNO_PARTNER_1 is started
- red: Rule container does not exist
- red: Actim could not be successfully executed
Any idea why this is acting differently ?
Thanks
Christian

hi,
It might be because of the buffer synchronization problem , you can try executing the program
HRBCI_ATTRIBUTES_BUFFER_UPDATE
in se 38 and see whether the responsiblites that you created are getting updated.Its because of the master data change and some time it take a longer time to get updated in the database .
Goodluck ,hope this is gets resolved
from,
Varghese

The system can't find support team when support message create

Dear experts,
The system can't find support team when support message create.
It show the error that
"<u>The action definition SLFN0001_ADVANCED_SMDIAG has not been assigned a merging technology</u> "
and "<u>the action merging cannot be executed</u>."
Did anyone know how to solve this problem?
Thanks in advance

Hey pavienee,
Let me inform you that the action defination SLFN0001_ADVANCED_FIND_PARTNER is responsible for finding the right support team, this is valid if you make relevant settings by assigning partners in ib52 ti the ibase component.
The action log SLFN0001_ADVANCED_SMDIAG has nothing to do with support team determination.... This action is meant for Solman diagnositics.
Please Reward points for usefull answer and revert for any clartifications.
Regards,
Anand..

Error 513, no message was created in Support Desk System

After implementing QAS in sp's 15, when the user wants to create a message from QAS solution manager, get the following error "Because of error 513, no message was created in Support Desk System"
has been revised rfc connections and have no problem because when the user is done with NetWeaver - works perfect basis.
Nor is it because of permissions users have the same roles that were assigned in the other systems DEV and PRD, and when they have no problems sending messages.
I have reviewed the table BCOS_CUST "and is fine. As in other systems.
I am grateful if someone can help me.
Regards

Dear Leonor,
This forum is related to Public Sector Funds Management (budget) issues.
I believe the best for you is to open this thread in the Basis forum. There you will find the experts to help you.
Best Regards,
Vanessa.

Error 513, no message was created in support desk system BCOS005

Hi All,
After completing the ITSM config on Solution Manager 7.1, I am stuck with the following error when creating message from any of the satellite system, or from SM itself.
"Because of error 513, no message was created in support desk system"
Message no. BCOS005
Error logs from SLG1:
"No message created from SAP message 00xxxxxx 000xxxxx 2013 due to missing IBase"
Transaction: SOLMAN_INCIDENT_UPD
Program:AI_CRM_IM_UPDATE_FROM_SAP
I have already checked various threads and suggested notes including 1522809 / 1741109, but unable to fix the issue.
RFC's between both the systems are working fine. The entry for BCOS_CUST on SM is maintained as
OSS_MSG W NONE CUST 6.2 1.0
The number range for SLF1 is maintained as 01 in TCode DNO_CUST01
I suspect this to be related to IBASE or Number range, but seem to have the correct values maintained as mentioned in above notes. Would appreciate your valuable inputs on this.
Thanks,
Varun

Hi Vivek,
Tried updating the parameter, but no luck
"Because of error 513, no message was created in support desk system"
Message no. BCOS005
Should be something to do with BCOS, can't figure out though.
Any further thoughts?
Regards,
Varun

Because of error 513, no message was created in Support Desk System

Hello all...
Currently setting up Service Desk and when I create a service message in my satellite systems (ECC DEV, QAS, PRD, etc.), I get the error 513 as described in my subject line.
I am able to create messages within the Solution Manager environment without issue, but nothing but the error in my satellites.
Any information / assistance is greatly appreciated in advance.
We are using SM 4.0
Thanks!!!

Is your table BCOS_CUST configured so it points to the Solution Manager? If you do a test connection via SM59 for the given destination, does it work?
Markus

Replace Role 13200137 (finding 'support team') with a new role

Hi,
I copied the role 'CRM_DNO_1' to 'z_crm_dno_1'. All Datas was copied exept the datas in the section 'responsibitity' - is this ok?
the new role 'z_crm_dno_1' has now the number 90100005. where can I change the role number form the standard-role CRM_DNO_1 13200137 to 90100005?
and where in the new role can I modify the name of the FB CRM_DNO_READ_PARTNER_WFRULE to my new FB Z_CRM_DNO_READ_PARTNER_WFRULE ?
thx in advance,
kind regards
Franz

Hi, Stéphane!
I copied the Role CRM_DNO_1 by doing this:
o     Call Transaction PFAC_RESPO
o     Type in u201A13200137u2018 into Field u201ARuleu2018
o     Click on Icon u201ACopyu2018
o     Type in u201AZ_CRM_DNO_1u2018 in Block u201ATou2018 Field u201AObject abbreviationu2018 and Text
o     Complete the u201ACopyu2018-prcess with a click on Icon u201ACopyu2018 > the System created the new RuleNo u201A90100005u2018 (and added some u201AResponsibilitiesu2018 and new fields in the u201AContaineru2018)
I copied the FB CRM_DNO_READ_PARTNER_WFRULE to Z_ CRM_DNO_READ_PARTNER_WFRULE (and the required definitions and form-routine into a new Functiongroup Z_ CRM_DNO_TOOLS)
for prepareing the new fields in the Container)
Then
transaction code SPPFCADM --> select CRM_ORDER --> Define actions and action profile
selection of u201A SLFN0001_STANDARD     Support Desk Message Action Profileu2018 and click u201AAction Definitonu2018
click u201Anew entriesu2018
Setu2018 Z_ Z_SLFN0001_STANDARD_FIND_PARTu2018 (similar to u201ASLFN0001_STANDARD_FIND_PARTu2018)
Set all values on this screen in tab u201Aaction definitonu2018 similar to u201ASLFN0001_STANDARD_FIND_PARTu2018
Click to u201Aprocessing typesu2018
Click to u201Anew entriesu2018
Select u201AMethod Callu2018 for u201APermitted Processing Types of Actionu2018
Click to u201Achange definitionu2018
Click to u201Acreateu2018
Similar to u201ASLFN0001_STANDARD_FIND_PARTu2018 create two u201AExpressionsu2018, one with u201ARuleu2018 but with u201Ainitial valueu2018 u201A90100005u2018 instaed of u201A13200137,
and the second with u201APartner_FCTu2018
now my questions:
Is this what I mentioned above ok?
But which Method in on the screen u201Aprocessing types -> setting method callu2018 do I need?
And where is the linkage betweet the role and my new FB?
Hope I didu2019t annoy you to much!
Thanks in advande,
Franz

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

Problem in assigning the support team automatically-PFAC_RESPO-13200137

Hi Gurus,
I am facing a problem in assigning the support team automatically.
In the transaction PFAC_RESPO , i maintained responsibilites with rule no. 13200137. I created criteria for determining partners.
when i simulate the condition @ PFAC_RESPO it is picking correctly the Support team. But when i created a messgae in satellite system, it is not assigning the support team automatically.
Could anyone highlight me with some inputs.
by
D.K.VIJAYABHASKAR

Hi,
In the rule definition and responsibility in tcode: PFAC_RESPO.
i have mentioned some of the Responsibility Specs, like client, installation number.Then when i simulate the condition (@ simulkate rule resolution) by entering the related details system picks the concerned support team.
But when i created message and checked, it is not picking any of the support team. Determination not happening.
I used the standard action profile SLFN0001_ADVANCED.
Action Definition : SLFN0001_ADVANCED_FIND_PARTNER (When message is created, find support team responsible)

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

How to create email to Support Team when NEW message created in SupportDesk

Hi there,
I have been sitting with this for a while now, and am quite frustrated. I want to know whether it is possible to generate an email notification to the Support Team in the Service Desk whenever a new message is created by the user. So far, the Org Structure is correctly set up in PPOMA_CRM. The rule CRM_DNO_1 (13200137) is configured and works. Application CRM_ORDER with Action Profile SLFN0001_ADVANCED is configured, and by standard config works by correctly determining the responsible Support Team per SAP Component whenever a new message is created. Lastly, I have configured my own Action Definition that sends an email to the user (Reported By) to notify him whenever the Status of the message changes (like to In Process or Confirmed etc), which works.
Now, whenever a new message is created by a user in the satelite system, it gets created in Service Desk and the Reported By, Sold-to-Party and Support Team are determined and the status of the message is NEW. When looking at the message in Service Desk under Actions, the only action assigned so far is the "SLFN0001_ADVANCED_FIND_PARTNER - Find support team responsible, when message is created" action. Now, the issue is this: how do you assign an action to the message straight after the Support Team determination, but before any other processing takes place in the message (meaning, you have to click on Change in Service Desk to start processing the message - when doing this, additional actions are assigned). I have created my own Action Definition (copy of SLFN0001_ADVANCED_FIND_PARTNER) and added another Processing Type after the Method Call (CRM_DNO_PARTNER_1) to email a Smartform (Processing Type = Smart Forms Mail) to the Support Team. But from here things just dont work - either it skips the Support Team determination, or it doesn't process the SmartForm type at all. Even by creating a standalone Action Definition and using Partner Determination / Function SLFN0003 (Support Team - almost same like to notify the Reported By about status changes to the message), this newly-defined action doesn't even list under Actions in the message whenever a new message is created. Only after clicking on Change in the message does this action for the first time list and execute, which is pointless - you don't want someone to open the message first and change it to enable notification of the Support Team of a new message; this should happen as soon as the message gets created.
So, if there is anyone out there who has done this before, please help, it would be much appreciated.

Gavin,
I managed to get this working in our system.
This is what I did:
   - action ZSLFN0001_ADVANCED_FIND_PRTNR (copy of SLFN0001_ADVANCED_FIND_PARTNER): changed in processing type the method to ZCRM_DNO_PARTNER_1 which I created as described in note 1041455. The Sort Order of this action has the same number as the original action of SAP (nr. 10 in my case).
   - I created another action Z_MAIL_TO_SUPPORTTEAM_OPEN with Sort Order one higher than the previous (nr. 11 in my case).
Processing Time: When saving document
Processing Times not permitted: No Restrictions
Sort Order: 11
Schedule Automatically
Partner-Dependent: SLNF0003
Determination Technology: Using Conditions that can be Transported
Rule Type: Workflow Conditions
Action Merging: Max. 1 Action for Each Action Definition
Processing Type
              - Form Name: ZFORM
              - Processing Class: CL_DOC_PROCESSING_CRM_ORDER
              - Processing Method: CRM_SRVORDER_EXEC_SMART_FORM
              - Archive Mode: Mail Only
Then I configured a Schedule Condition for Z_MAIL_TO_SUPPORTTEAM_OPEN: &CRM Service Process.User Status& = E0001ZSMSD001.
For me it's working like a ChaRM now
Hope it also solves your problem!
Best regards,
Roel

Auto-email Support Team after team determination (new message)

Hi everyone, I know this topic has been discussed on SDN a lot, but it is still unclear how one gets the auto-email working when a new message arrives in the Service Desk. We are currently on SSM 7.0 EHP1, and I have gone through note SAP Note "1041455 -Partner dependant actions are not executed". So, here is what I have done so far:
- with note 1041455, I copied the CRM_DNO_PARTNER_1 method to ZCRM_DNO_PARTNER_1 and edited the code as described, then assigned it to the Action Definition SLFN0001_ADVANCED_FIND_PARTNER (I removed the old CRM_DNO_PARTNER_1 method).
- in SPPFCADM, I used the Action Profile SLFN0001_ADVANCED with Action Definition SLFN0001_ADVANCED_FIND_PARTNER for the Support Team finding, which works. I even set this one to Immediate Processing.
- then I copied Action Definition SLFN0001_ADVANCED_STATUS to ZSLFN0001_ADVANCED_STATUS and made it Partner Dependent on SLFN0003 (Support Team), Schedule Automatically (and I have tried most of the Action Merging options). Start Condition is "When saving document". Under Processing Types I used the Smart Forms Mail type.
- Then, under Conditions for the Action Profile SLFN0001_ADVANCED I added the ZSLFN0001_ADVANCED_STATUS action and set the Start Condition to "&CRM Service Process.User Status& = E0001SLFN0001". So the status should be New.
Now, whenever I create a Service Message from satellite system, the message gets created, the Support Team is determined but no email is sent to the Support Team. When I open the message and click on Change, then only does the auto-email action list under the Actions tab. Only when I saved the message does it actually send the email.
So can anyone please help in getting the email sent to the Support Team right after the message gets created and the Support Team gets determined? Your help would be much appreciated!

Hi Michele,
At last, i made this one working by changing the action SLFN0001_ADVANCED_FIND_PARTNER to "Immediate Processing". Try to check this standard action, you will see that it was set to "Processing when saving".
Create a new action profile like Z_SLFN0001_ADVANCED_FIND_PARTNER (copy SLFN0001_ADVANCED_FIND_PARTNER then set to "Immediate Processing") then change the sort order in a way that it is lower than the standard one. Remeber to set also the Condition Configuration (Just copy the condition of standard SLFN0001_ADVANCED_FIND_PARTNER).
Next, create the action profile that will send the email notification with "Immediate Processing" also. Assign a sort order higher than the number you assigned to Z_SLFN0001_ADVANCED_FIND_PARTNER.
Try this one. It works on our system.
Please send back if you have questions.
Thank you,
Ice
Edited by: Maricel Villagra on May 6, 2009 3:17 AM

Create a Support Message in Production system showing up in Solution Manage

Has anyone setup the link between creating a support message (under help) in a production system (like ECC) and SAP's Solution Manager.
I understand that it uses BADI SBCOS001 with the interface method PREPARE_FEEDBACK_BO, but when I try to run it, it tells me that Customizing for feedback functionality missing. What functionality is missing? And how to I correct this? And how do I ensure it shows in SAP Solution Manager under a solution or project?
Thanks
Paul

Hi Paul
The only way is to use the IMG. I have just completed this via the IMG info. BUT, it is not that simple.
Make sure your RFC's are trusted and that you have SAP ALL during config.
I hope this will help:
Setup Service Desk
Steps to follow while configuring support desk.
1) Implement the note 903587 .
2) Create all the relevant RFC objects in the satellite system and add the appropriate logical components using transaction SMSY.
3) Check all the objects in the table BCOS_CUST using transaction SM30.
Appl : OSS_MSG
+ :W
DEST :BACK RFC NAME (for solution manager system keep this field as 'NONE')
+ :CUST 620
+ :1.0.
*4) Check whether the BC sets are activated or not using the transaction SCPR20.If the BC sets are not activated then implement the note 898614.The steps to activate the BC sets are described below
4.1) Activate SOLMAN40_SDESK_BASICFUNC_000 BC Set.
4.2) Activate this in expert mode with option u201COverwrite everythingu201D.
4.3) Activation of the following components has to be done by replicating the previous steps
3.1) SOLMAN40_SDESK_TPI_ACT_AST_001
3.2) SOLMAN40_SDESK_ACTIONLOG_001
3.3) SOLMAN40_SDESK_ACT_ADVCLOSE_001
3.4) SOLMAN40_SDESK_TEXTTYPES_001
*Depends upon the number of inactive BC set objects that we have after the upgrade.
4.4) if the actions mentioned in 4.3 are not listed while executing the transaction SCPR20, then implement the note 898614.In the source client 000 of the solution manager system create a transport request using transaction SE09, unpack the file 'PIECELIST_SERVICE_DESK_INIT.ZIP' from the attachment of the note. Copy the contents of the file 'PIECELIST_SERVICE_DESK_INITIAL.TXT' to the transport request. And activate the actions. Use transaction SCC1 to import the transport request to the solution manager client. If any short dump occurs during the activation, implement the note 939116.
5) Check whether the number range is set correctly. If not set the number ranges of basic notification (ABA) and the support desk message (Service transaction SLFN).To be able to use the same number ranges for both message types, the internal number range for basic notification (ABA) must correspond to the external number range for the support desk message.
Number ranges for ABA notifications
5.1) create an internal and external number range using transaction DNO_NOTIF.
5.2) assign number range intervals to groups internal and external.
5.3) SLF1 is the internal number range group
5.4) SLF2 and SLF3 is the external number range interval
5.5) Use transaction DNO_CUST01 to assign message categories to the number range.
5.51) Go to transaction DNO_CUST01
5.52) From the GOTO menu select the menu item DETAILS
5.53) Now you can assign the number range of basis notification (ABA) into the notification type.
The number range for ABA notification is 12 characters in length and to make it compatible with the CRM service transaction insert 2 ZEROES at the beginning.
Number ranges for Support Desk notification
5.54) Use transaction CRMC_NR_RA_SERVICE, and define the internal and external number ranges. Intervals must correspond to the intervals of the basic notifications (ABA notification).
5.6) Then assign both the external and internal numbering
5.61) Go to SPRO and then to SAP Solution Manager
5.62) Then select General Settings and then select Transaction types
5.63) Select the transaction type SLFN and then select the menu item DETAILS from the GOTO menu.
5.64) In the Transaction Numbering block, assign the internal and external number range. The Number Range object should be CRM_SERVIC.
5.7) To view the priorities use transaction DNO_CUST01 and select the notification type as SLF1 and then select priorities from the left pane of the screen. The priorities of the first four cannot be deleted, but new priorities can be added.
6) Check the Action profiles for ABA Notifications (Action profiles are used for synchronization of ABA notification with the CRM Service transaction).
6.1) To check the action profiles use the transaction SPPFCADM and select the application type DNO_NOTIF then select u2018DEFINE ACTION PROFILE AND ACTIONSu2019.
6.2) Select the item u2018SLFN0001_STANDARD_DNOu2019 and then from the menu GOTO, select the menu item DETAILS.
7) The Action profile u2018SLFN0001_STANDARD_DNOu2019 has to be assigned to the message category SLF1 (ABA notifications) using the transaction DNO_CUST01.
8) The action profile for the support desk message can be set to u2018SLFN0001_ADVANCEDu2019.
8.1) From SPRO select SAP Solution Manager then Scenario Specific Settings.
8.2) Select the item Service Desk and then to general settings.
8.3) Execute the category u2018Define Transaction Typesu2019.
8.4) Select the transaction type as SLFN
8.5) From the GOTO menu select the menu item u2018DETAILSu2019 and assign the action profile as SLFN0001_ADVANCED .
9) Activate the partner/ Organization
9.1) Go to CRM->MASTER DATA->BUSINESS PARTNER->INTEGRATION BUSINESS PARTNER ORGANIZATION MANAGEMENT->SET UP INTEGRATION WITH ORGANIZATIONAL MANAGEMENT.
9.2)Find the entries starting with HRALX
HRALX-HRAC WITH VALUE 'X'.
HRALX-OBPON WITH VALUE 'ON'.
HRALX-PBPON u2018ONu2019.
HRALX-MSGRE u2013 u20180u2019.
9.3) If entries are not found create it.
10) Generate Business partner screens
10.1) Go to transaction BUSP.
10.2) Execute the report with the following parameters
CLIENT - Client in which business partners should be created (solution manager client)
APPLICATION OBJECT-
SCREEN - *
Generate all/ selected screens - All screens.
delete sub screen containers -
11) implement SAP note 450640.
11.1) Go to transaction SA38 and select the report CRM_MKTBP_ZCACL_UPDATE_30.
11.2) Execute it with test mode box unchecked.
If a new relationship is to be created then steps 12 and 13 has to be followed
12) To create a relationship category
12.1) Go to transaction BUBA
12.2) Select the entry CRMH00: Undefined relationship
12.3) click on copy
12.4) Rename CRMH00 to ZCRMH00.
12.5) CREATE A RELATIONSHIP CATEGORY.
IN GENERAL DATA FILL LIKE ' FROM BP1 : HAS THE ACTIVITY GROUP '.
' FROM BP2 : IS A PART OF ATTUNE
13) Add the relationship category to the support team partner function
13.1)Use SPRO
IMG GUIDE->SAP SOLUTION MANAGER->SCENARIO SPECIFIC SETTINGS->
-> SERVICE DESK->PARTNER DETERMINATION PROCEDURE->DEFINE PARTNER FUNCTION.
13.2) FIND THE PARTNER FUNCTION SLFN0003 (SUPPORT TEAM).
13.3) In the field relation ship category, Select the newly created relationship category and save.
14) Steps 12 and 13 should be repeated for various business partner types like sold-to-party, message processors if new relationship is to be created for the respective business partner types.
15) Create a new access sequence for the support team determination
15.1) Go to the following IMG Path: SAP Solution Manager Implementation Guide ->
SAP Solution Manager -> Configuration ->
-> Scenario Specific Settings ->Service Desk -> Partner Determination Procedure ->
->Define Access Sequence
15.2) Click on New Entries
15.3) Define a new access sequence with sequence name as u2018Z001u2019 and description u2018NEW BP RELATIONSHIP ACTIVITY GROUPu2019
15.4) Create an new Individual Access with the following value:
u2022 Batch Seq: 10
u2022 Dialog Seq : 10
u2022 Source : Business Partner Relationship.
u2022 Detail on the source:
u2022 Partner Function : Reported By (CRM)
u2022 Mapping/restrictions
u2022 Flag Mapping/definition for partner being Searched
u2022 Partner Function in Source: Support Team (CRM).
Save it.
This Access Sequence will give us the Partner which has the relationship assigned
to the Support Team in the Reported By partner data.
16) Adapt the partner determination schema/Function
16.1) Go to the following IMG Path: SAP Solution Manager Implementation Guide ->
SAP Solution Manager -> Scenario Specific Settings ->Service Desk ->
-> Partner Determination Procedure -> Define Partner Determination Procedure.
16.2) The two options to adapt partner determination schema are
16.21) Adapt the standard Procedure (SLFN0001) or to create a new one by copying the standard one.
16.22) select the line starting with SLFN0001 or the newly created procedure.
16.23) Double Click on Partner Function in Procedure.
16.24) Select the Partner Function "Support Team", and click Details.
16.25) in the detail view only change the Partner Determination/access Sequence to
the one we've just created. Save your entry.
17) Create a root organizational model.
17.1) Go to the following IMG Path: SAP Solution Manager Implementation Guide -> SAP Solution Manager -> Configuration-> Scenario Specific Settings ->Service Desk -> Organizational Model ->Create a Root Unit for Your Organizational Structure.
17.2) creating an organizational unit by entering the data in the BASIC DATA tab.
17.3) enter the organizational unit, the description and save it.
18) Create the support team organization
18.1) go to the following IMG Path: SAP Solution Manager Implementation Guide -> SAP Solution Manager -> Scenario Specific Settings ->Service Desk -> Create Organizational Objects in the Organizational Structure. Or use transaction (PPOMA_CRM).
19) Create the business Partners.
19. 1) Key users- End user (Business Partner General) ,Address should be specified.
19.2) go to the transaction BP.
19.3) create a new Person, Select the role: Business Partner (Gen).
For Identification of the key user
19.31) click on the identification tab
19.32) enter a line in the identification number formatted as follows
IDTYPE : CRM001.
Identification number : <SID><INSTALL NUMBERS><CLIENT><USERNAME>
eg: USER NAME : USER1.
CLIENT : 100.
SID : ER1.
INSTALL NUMBER : 123456789.
IDENTIFICATION NUMBER : ER1 123456789 100 USER1.
20) Message Processors- Support Team members .
20.1) they should be created first as the users in the corresponding client of the solution manager.
20.2) As business partners they will have the role 'EMPLOYEE'.
20.3) Go to transaction BP .
20.4) Create New Person with the role employee.
20.5) In the Identification tab you should enter the user name in the employee data/User Name.
eg: username: proc1
enter proc1 in the field User name.
21) Organizational Business Partner- Organizational BPS have the same country in there main address tab. They should be created through the organizational model. Business partner corresponding to the root organization have the role 'SOLD TO PARTY'.
22) Assign the business partners (Message Processors) to the previously created support team.
22.1) Go to transaction PPOMA_CRM.
22.2) Select the support team 1.
22.3) Click on create
22.4) select position
22.5) call it 'MPROC_T1/Message Processors for team 1
22.6) Replicate it for the other support teams.
22.7) Select the position MPROC_T1/Message Processors for team1 and click assign,
choose owner/Business Partner find and select the business partner
22.8) Validate and Save it.
22.9) If the assignment of business partner is not possible then implement the note 1008656
Or 997009
23) Create the iBase component
23.1) IMG Path: SAP Solution Manager Implementation Guide -> SAP Solution Manager -> Basic Settings -> Standard Configuration of Basic Settings -> Solution Manager -> iBase -> Initially Create and Assign the Component Systems as iBase Components.
23.2) or use the transaction IB51 to create the installed base.
23.3) it is also possible to create the SOLUTION_MANAGER, select the solution and go to menu Edit -> Initial Data Transfer for iBase.
24)Assign Business Partners to iBase Components
IMG Path: SAP Solution Manager Implementation Guide -> SAP Solution Manager -> Basic Settings
-> SAP Solution Manager System ->ServiceDesk-> iBase -> Assign Business Partners to iBase Components.
*--optional--
If you want to be able to assign the System Administrator: Go to the IMG: SAP Solution Manager Implementation Guide -> Customer Relationship Management -> Basic Function -> Partner Processing -> Define Partner Determination Procedure.
Select the entry "00000032 Installed Base/IBase" and double click on Partner Functions in Procedure.
Then copy the Entry "Contact Person (CRM)" to a new entry with the partner Function "System Administrator (CRM)" , save it.
Go back to transaction IB52, select a component, and Goto -> Partner, you should be able
now to assign the partner Function "System Administrator".
25) Assign the SAP Standard Role to the user. Message Creator should have the role : SAP_SUPPDESK_PROCESS.
26)Define the transaction variant for the message processors
Go to the following IMG Path: SAP Solution Manager Implementation Guide -> SAP Solution Manager -> Configuration -> Scenario Specific Settings ->Service Desk -> General Settings -> Specify User Selection Variant.
Here we will create variants for the central message processing transaction CRM_DNO_MONITOR.so that the user will have direct access to there dedicated message.
27) Go to transaction PFCG
27.1) Enter the role name as Z_MSG_PROCESSORS and choose single role.
27.2) Give a description Message Processor role and save it.
27.3) Go to the menu tab and choose add report
27.4) select the report type : ABAP Report
27.5) And in the report enter the report name as 'CRM_DNO_SERVICE_MONITOR'.
27.6) Enter the previously created variant.
27.7) flag the skip initial screen box.
27.8) flag the SAPGUI for windows.
27.9) Create a new transaction with tcode starting with Y or Z.
27.10)Display this transaction and check the values at the bottom of the screen
in the subscreen Default Values, you should have the following parameters:
u2022 D_SREPOVARI-REPORT = CRM_DNO_SERVICE_MONITOR
u2022 D_SREPOVARI-VARIANT = MY_TEAM_MSG
u2022 D_SREPOVARI-NOSELSCRN = X
And also all the user should have the correct role.

Error 513 while creating a support message (related to roles/profiles)

Hello everyone,
my user is getting the generous error 513 while sending a support message either on the SAP GUI or Workcenter. I am trying to implement a profile for a key user, who can display, reply and create simple messages without putting in technical data.
I gave him the following roles:
SAP_SMWORK_INCIDENT_MAN
SAP_SUPPCF_CREATE
SAP_SUPPCF_ADMIN
SAP_SUPPDESK_DISPLAY
SAP_SUPPDESK_CREATE
SAP_SV_FDB_NOTIF_BC_CREATE
and a generous role with the missing parts:
ZSAP_SMWC
When I tried sending a message with the GUI I used SU53 to find out which rights are missing and added them to ZSAP_SMWC. Now I got all of them and the SU53 replies that there are no more missing rights.
Thing is: When I add the profile SAPALL to my user, it works just fine. This is leading me to a problem i can't solve._
I also have to say that I accidently deleted some flags inside of sap_suppcf_create without copying it. Is there a way to restore SAP standard settings?
Thanks in advance,
Hendrik

I just seen the following SAP Knowledge Base Article related to ST 400 SP24:
[1522809 - Solution Manager: Because of error 513, no message was created in Support Desk System|www.service.sap.com/sap/support/notes/1522809 ]
Regards, Ruediger

Service desk error creating support message "help- create support message"

Hi
I'm customizing SM 7.0 SP Stack 15 service desk scenario. I'm in a VAR SAP, so It's a mandatory scenario.
I've done all basic settings from General Settings, Connection to SAP, Online Documentation, ...,
Business Partners, iBase, Basic BC-Sets for Configuration, Number Ranges. After them , for Scenario-Specific Settings-> Service Desk->Service Provider I've done all these steps. At SAP System Solution Manager, I've created solutions at dswp transaction and EW Alert are centralized these steps works. Transaction notif_create works and iBase are well mantained.
The problem is when I try create a support message from satellite SAP system. I logged With a SAP user which is BP, key user and has authorizations in a satellite system and I choose help->create support message, so a pop-up appears and I fill the fields, and I press button (Save/Send). An error appears:
Error in Local Message System: Access via 'NULL' object reference not possible. Message was Not Created
In order solve the error I review:
- The satellite SAP system is at the iBase installed components.
- I've Assign Number Range for ABA notifications at SLF1 transaction.
- I've Checked number range for Service Desk Message at SLFN transaction.
- I've configured ABA Message transaction DNO_CUST01, transaction DNO_CUST04
- (satellite system) Transaction sm30, table BCOS_CUST:
   Appl.            +       Dest.                                  +                     +
   OSS_MSG   W     SM_SMGCLNT010_BACK    CUST620          1.0
   TST_CUS                                                        0120009939
   RFC SM_SMGCLNT010_BACK works, SM recollects EW Alert from this satellite system
- (satellite system) I logged with a SAP user with these roles:
SAP_SUPPDESK_CREATE
SAP_BC_CUS_CUSTOMIZER according SAP NOTE 834534
SAP_BC_CUS_ADMIN       according SAP NOTE 834534
SAP_SV_FDB_NOTIF_BC_CREATE
SAP_SV_FDB_NOTIF_BC_ADMIN
All these roles are mantained.
- I've review SAP Notes 834534, 864195, 621927(I haven't applied this SAP Note because it's older)
Please could you help me?
Thanks and Regards
Raul

Hi,
When I try create a SAP message via help->create suuport message, I get the same error so I run help->create support message in a satellite system so I run help->create support message in Solution Manager
system. Also, a dump is generated in Solution Manager when I try create support message or from satellite or from solution manager.
========================================================================
Runtime Errors         OBJECTS_OBJREF_NOT_ASSIGNED
Date and Time          10.07.2008 10:17:26
Short text
    Access via 'NULL' object reference not possible.
What happened?
    Error in the ABAP Application Program
    The current ABAP program "CL_BOR_SERVICE_PPF============CP" had to be
     terminated because it has
    come across a statement that unfortunately cannot be executed.
Error analysis
    You attempted to use a 'NULL' object reference (points to 'nothing')
    access a component (variable: " ").
    An object reference must point to an object (an instance of a class)
    before it can be used to access components.
    Either the reference was never set or it was set to 'NULL' using the
    CLEAR statement.
How to correct the error
    If the error occures in a non-modified SAP program, you may be able to
    find an interim solution in an SAP Note.
    If you have access to SAP Notes, carry out a search with the following
    keywords:
    "OBJECTS_OBJREF_NOT_ASSIGNED" " "
    "CL_BOR_SERVICE_PPF============CP" or "CL_BOR_SERVICE_PPF============CM004"
    "PROFILE_CONTAINS_PARTNERDEP"
    If you cannot solve the problem yourself and want to send an error
    notification to SAP, include the following information:
Information on where terminated
    Termination occurred in the ABAP program "CL_BOR_SERVICE_PPF============CP" -
     in "PROFILE_CONTAINS_PARTNERDEP".
    The main program was "SAPMSSY1 ".
    In the source code you have the termination point in line 41
    of the (Include) program "CL_BOR_SERVICE_PPF============CM004".
=========================================================================
Thanks and Regards
Raul

Solman 40: When message is created, find support team responsible

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