SolMan vs. External Service Desk

Hello all.
I would like to connect SolMan with an external, third-party help desk: does anybody do that?
I need detailed and technical informations,because what is provided in Customizing is not enough.
Thanks in advance
Michele

Hi Michele,
The SAP Solution Manager provides an interface to which you can connect an external, third-party service desk. You can exchange support messages bidirectionally between the two, via this interface.
There is a technical description of the interface in the SAP Service Marketplace, under www.service.sap.com/solutionmanager -> Media Library -> Technical Papers.
You can refer the same, hope it helps
Regards
Taj

Similar Messages

Implement the web-service API on an external service desk

Hi,
I want to implement the web-service API on an external service desk
system.
I am working with the IMG and got to the point where I define a logical
port. At this point I need the web-service to be implemented on the
external system.
I have web-service API documentation and also read note 962383 - but I
did not find any specific instructions how to implement the web-service.
Can you assist me with documentation for the web-service implementation
on external system procedure?
or if someone can share a step-by-step - it would be great.
Thanks,
Shelly

Hello Shelly,
Please use the following link to Read a blog Service Desk Implementation Guide Part II
Service Desk Implementation Guide Part II
This blog describes the following.
1) Integrate New data in the Service Transaction
2) Implement new action: send mail to creator on message modification.
3) Configure an interface to an external service Desk
4)Implement a new action that send the message to the external system and change automatically the status.
Hope it helps.
Cheers,
Satish.

Set up the connection to External Service Desk

Hi!
I use SAP Solution Manager SPS 15 and would like to get familiar with the integration of External Service Desk. Regarding this I have the following questions:
- Does some Open Source NON-SAP Service Desk tool/system exist?
- What are the steps to integrate such one to my Solution Manager?
Thank you very much!
regards
Thom

Hey Thom,
There are several Non SAP Service Desk that exists in the market...
These are Peregrine, magic , HP openview, BMC Remedy and so on....
Just Google out for more info regarding the same....
More info about connecting external systems can be found out at..
SPRO->Scenario Specific settings-> Service Desk-> Connecting to external service Desk....
Reward for usefull points..
Regards,
Anand...

Solman 4.0 Service Desk Error

We have recently installed Solman SR1, with sp level 8 in windows/oracle10g.
We have activated the SD as per the logs and in SPRO.
When we try to create a support message in crmd_order, we receive the below dumps. We have checked in SAP notes but there is no solution.
Can you please help us on the same.
Also if you have any documents related to activating service desk for solution manager 4.0, it would be of great help to us.
Please send the same to [email protected]
Thanks & Regards
Senthil
Runtime Errors         OBJECTS_OBJREF_NOT_ASSIGNED
Except.                CX_SY_REF_IS_INITIAL
Date and Time          30.05.2007 10:28:04
Short dump has not been completely stored (too big)
Short text
     Access via 'NULL' object reference not possible.
What happened?
     Error in the ABAP Application Program
     The current ABAP program "CL_TRIGGER_SELECTOR_PPF=======CP" had to be
      terminated because it has
     come across a statement that unfortunately cannot be executed.
What can you do?
     Note down which actions and inputs caused the error.
     To process the problem further, contact you SAP system
     administrator.
     Using Transaction ST22 for ABAP Dump Analysis, you can look
     at and manage termination messages, and you can also
     keep them for a long time.
Error analysis
     An exception occurred that is explained in detail below.
     The exception, which is assigned to class 'CX_SY_REF_IS_INITIAL', was not
      caught in
     procedure "SELECT_PROFILES_BY_APPL_REF" "(METHOD)", nor was it propagated by a
      RAISING clause.
     Since the caller of the procedure could not have anticipated that the
     exception would occur, the current program is terminated.
     The reason for the exception is:
     You attempted to use a 'NULL' object reference (points to 'nothing')
     access a component (variable: "LO_TRIGGER").
     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.

> i configured in the child system the rfc connections before and also checked in BCOS_CUST table to make sure that this rfc connection is existing.
> but still i am not able to see the components in the solman.
> i do not have access to market place,
Interesting... so you won't be able to download (and apply) any necessary notes or get the documentation or necessary BC-Sets that are attached to notes...
> are there any other configurations i need to make in child systems. what transactions do i need to use in child systems to send problem ticket to service desk in solman.
You either doubleclick on the SAP icon in the upper right corner in the SAPGUI or you use the "help - send support message" menu.
This is all covered in the documentation.
Markus

Getting Error in Solman 4.0 Service Desk

Hello Everyone,
I have installed Solman 4.0 on windows 2003 server and oracle database, I am starting to configure solman for different features like service desk, solution monitoring, sdccn etc
after i configured service desk from SPRO when i create a message i am able to fill all the fields excect for the field component i am not able to see any components inside the drop down list and without specifying this it is not allowing me to proceed further to create the message (notif_create)
and also how do we create a message from the other systems that we configured in solman through the RFC's.
Can anyone please reply to this message. I will definitely reward points. I need to configure the solman ASAP.
thanking you
srikanth

> i configured in the child system the rfc connections before and also checked in BCOS_CUST table to make sure that this rfc connection is existing.
> but still i am not able to see the components in the solman.
> i do not have access to market place,
Interesting... so you won't be able to download (and apply) any necessary notes or get the documentation or necessary BC-Sets that are attached to notes...
> are there any other configurations i need to make in child systems. what transactions do i need to use in child systems to send problem ticket to service desk in solman.
You either doubleclick on the SAP icon in the upper right corner in the SAPGUI or you use the "help - send support message" menu.
This is all covered in the documentation.
Markus

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

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).
Appreciate if someone can guide me how this can be done (whether using simple PPF (tcode SPPFCADM) or we are forced to use BFR+
Thanks in advance
Regards
Shahul

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

Service desk message not seen in SOLMAN

Hi Gurus!
We are creating a service desk message in R\3 system that should be displayed in SOLMAN. But it is not displayed in solution manager. Could you please specify what steps shouls i have to do inorder to get that message displayed.
Thanks in Advance.
Regards,
Kiran

Hi,
did you search with the message number?
If you still don't find it change the selection criteria in CRM_DNO_MONITOR.
Check Destination that you have maintained in R/3 under SM30, for object BCOS_CUST.
Provide as much as info possible when u r posting message on sdn, to get immediate positive response.
Feel free to revert back.
--Ragu

Service Desk Issue in SolMan 4.0 - Installation Number differrence

Hi all,
I am in the process of setting up Service Desk in SolMan 4.0. When I create a message in my satellite system, the message is sent successfully and appears in my Solution Manager. However, I have red light appearing. This is because I need to provide Sold-To Party and Reported By Business Partner entries in the support message. My understanding, please correct me if I am wrong, is that these entries can be automatically filled based on iBase information. I have followed the IMG to setup the iBase.
Upon further investigation, I noticed the following problem. My installation number in the satellite should be XXXXXXXXXX, this is reflected in the System Landscape and iBase. But, when I look at the SAP Attributes tab in the Support Message, the installation number is YYYYYYYYYY. I think that this difference is a possible cause of my problem at hand.
This was the problem as there was an entry in table BCOS_CUST with YYYYYYYYYY in the satellite system. Can anyone tell me where this entry came from? Could this be from configuration of Service Desk?
Thanks,
Robert

Thank you very much!
The problem is solved!
Im my case was necessary to apply SAP Note 1055630.
I have assigned the role "SAP_SM_S_USER_GRP" to the user with RFC_READ connection, refreshed the last alert in DSWP and tha is.
regards!
Thom

No users are shown for Service Desk functionality in SOLMAN 4.0

Hello!
I would like to set up the business partners for Service Desk in SAP Solution Manager.
If I choose the solution and execute "Edit --> Create Business partner" for the SAP R/3 4.7 then I get the warning no users are shown under the system.
For the SAP SRM 5.0 I get only one user (SOLMAN<SID><CLNT>), meanwhile I set the data selection to blank.
I also copied the user account of SOLMAN<SID><CLNT> to the user test with no success.
I have assigned the Object S_RFC_ and S_USER_GRP.
The users have also the profile SAP_ALL.
How can this problem be solved?
Thank you very much!
regards
Thom

Thank you very much!
The problem is solved!
Im my case was necessary to apply SAP Note 1055630.
I have assigned the role "SAP_SM_S_USER_GRP" to the user with RFC_READ connection, refreshed the last alert in DSWP and tha is.
regards!
Thom

No users are shown for Service Desk functionality in SOLMAN

Hello!
I would like to set up the business partners for Service Desk in SAP Solution Manager.
If I choose the solution and execute "Edit --> Create Business partner"
no users are shown under the system.
Especially for the SAP R/3 4.7 system it is the case.
If I change the data selection for an earlier time or leave blank, the situation does not change, meanwhile I have enough users in the satellitesystems.
<b>How can this problem be solved? </b>
Thank you very much!
regards
Thom

Hi,
Answering your question!
Ans. 1. Either user should have SAP_ALL + S_RFC.. it is very important to have S_RFC object. SAP excluded S_RFC from SAP_ALL for the security reason.
or , any user should have authority to create and delete users + S_RFC, S_RFCACL & S_T-CODE.. I just did my setup, so I remember after searching for long long....
Ans. 2. you need the following RFC's for sattelite system;
>>> SM_<SID>CLNT(CLIENT#)_READ
>>> SM_<SID>CLNT(CLIENT#)_TRUSTED
>>> SM_<SID>CLNT(CLIENT#)_TMW
you should see them in solman sm59.... make sure you use proper user with proper OBJECT. other wise, u'll see bunch of dumps every hour.. Let me know if you need any other help!!
Thanks,
I hope this will fix your problem

Project Plan for Solman- BPM,Service Desk and CHarm etc

Hi Guys,
if any one have project plan for Solman, Can you please share with me. I have dead line to prepare project plan for service desk, System monitoring ,ChaRM and Diagnostics etc
I appreciate your help.
Thanks,
Hari

Hi Hari,
Could you forward project plan for CHaRM?
Also, if you could help on the following:
How exactly do we integrate with TMS after activating CTS in the maintenance project?
Regards,
Jamuna Nithyanandam

Documents for service desk and solman diagnostic

Hi All,
Am in the middle of configuring service desk and solution manager diagnostic.
Can anyone send me the documents to configure these please? You can send me the documents at k.imran at gmail.com.
Points will be awarded
Regards,
Imran
Edited by: Imran Khan on Apr 23, 2008 8:04 AM

Hi Imran,
This may sound familiar, but the best place that I keep using and recommending to all is
http://service.sap.com/rkt-solman
You have to supply your S user ID and password.
Once inside, you may select Solution Manager 4.0 and under the relevant headings, you'd find quite a lot of PDF and SAP Tutor files.
Best regards,
Srini

How to return an attachment with a smartforms in solman service desk

Does anybody know if it is possible to configure smartforms to send attachments.
We are using the solution manager service desk on service pack 15, and need to be able to send an attachment from this system
When we confirm a case we need to be able to return an attactment on a ticket with the confirmation mail.

I tried as below
FND_MESSAGE.SET_NAME('BNE','WEBADI_ERROR');
FND_MESSAGE.SET_TOKEN('P_UPD_FILE',p_upload_file,false);
FND_MESSAGE.RAISE_ERROR;
RESULT --
Output error message is displayed with more than 100 char.
Infact the whole message is displayed BUT it is displayed in some encoded format which we dont need.
Format of the output in the Messages column is as below --
APPLICATION MESSAGE_NAME N TOKEN_NAME TOKEN_VALUE : ERROR MESSAGE
eg:
BNE WEBADI_ERROR N FILENAME PFILENAME : There are errors in Upload file PFILENAME. Please correct and Reupload. test1 test2 test3 test4 test5 test6 test7 test8 test9 LAST
We need the TOKEN because we have to display list of the Error file name along with the error message.
Any ideas ??

SolMan vs. External Service Desk

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