Support Desk Configuration : Partner determination

Hi all
Iu2019m configuring Service Desk for internal use in my solution manager 7 ehp1.
I can send support message from satellite system but the solution manager canu2019t assign automatically the support team and message processor.
I have execute the steps in note 616946 but the assignment donu2019t work fine. There are any activity to implement automatically assignment of message to support team?
Thanks a lot for collaboration.
Best regards
giovanni

Hello giovanni,
There are three main things that you have to do here:
1. Define support teams like BC team
2. Make changes to SPRO for SLFN0001 partner determintaion
3. To determine the support team, you must define corresponding organizational units and assign business partners in the organizational model.
Have u done this?
Also have u generated the business partners before that?
Also make sure that the user id of the person who creates the support message and the user if'd of the people who will be resolving the issues must exists in solution manager system
Look over whole of ur confg once and let me know
Rohit

Similar Messages

How will i configure partner determination

how will i configure partner determination...

Hi,
[Partner Determination Procedures|http://help.sap.com/saphelp_crm40/helpdata/en/3c/92ecee484a11d5980800a0c9306667/content.htm]
Assign Points if helpful.
Thanks and Regards,
Naveen Dasari.

How will i configure partner determination for customer master

how will i configure partner determination for customer master data.

hi
Check this
BUSINESS PARTNERS AND PARTNER DETERMINATION
In the partner determination procedure you can determine whether partner functions can or should occur in a partner object (Customer Master, Sales Document, Item Category etc.) For each object, in which partner function can be created, you can define partner procedures. This also means that
For Customer Master
For Sales Documents
For Sales Documents and Billing Documents: for items
We can define our partner determination procedure for each of these levels as shown below. In Blue are given the ones wherein the Partner Procedures are assigned to the Partner Objects
Customer Master Account Group
Sales Document Header Sales Document Type
Sales document Item Item Category in sales
Delivery Delivery Type
Billing Header Billing Type
Billing Item Billing Type
Sales Activity Sales Activity type
By assigning a procedure you determine for which account groups (for the customer master), which sales document types (for sales documents) and for which item categories this procedure would be valid.
In the partner determination procedure you can determine for each partner function
whether the partner function is an obligatory partner function
whether the partner function can be changed in the document
BUSINESS PARTNER FUNCTION
By assigning a business partner function to a partner you can determine which functions the partner fulfils in the business process. Partner Functions are classified using partner type. The partner type represents the roles played by the business partner within the business transaction.
Following partner functions exist in the standard process of Sales and Distribution
Partner Type Customer
Sold-to Party, Ship-to Party, Bill-to Party, Payer and Sold-to Party authorized to release against a contract. You can define the sold-to party authorized to release against a contract in the partner screen of a contract. This partner may only schedule orders with reference to this contract, even when he is not the sold-to party authorized against a contract.
Partner Type Contact Person
Contact persons are natural persons whom you must contact at the customers for business processing (e.g. purchasers) Contact person can be created directly in customer master record.
Partner Type Vendor
A forwarding agent is an example of a business partner on the credit side, who is included in a sales process. If you commission a particular forwarding agent for deliveries to a specific customer, you can define the forwarding agent in the customer master record as the partner.
The other possible partner functions on the credit side in the sale process are interpreters, auditors etc. The forwarding agent is an agent who performs transportation services. This includes organizing the shipment, delivery and receipt of the goods, arranging the carrier services and handling the customs issues.
Partner Type Personnel
Employee Responsible
Sales Personnel
You can enter an employee from your firm as the person responsible:
In the Customer Master If the employee is normally responsible for processing transactions with this customer.
In the Sales Document If the employee is responsible for processing the Business Transaction.
STEP WISE PROCESS FOR PARTNER DETERMINATION PROCEDURE
Sales and Distribution->Basic Functions->Partner Determination->set Up Partner Determination->Set up Partner Determination for Customer Master.
First go to OVT0 create customer account groups. Here you make new entries, click whether it is a one time customer, description. Also you can do the field selection here for general data, co. code data and sales area data.
Now go to IMG logistics general business partner customers control define & assign customer number ranges define the number. Here you range that you want and assign it to your customer account group.
Now go to VOPA here the selection will be on customer master, click on partner procedures, create the partner determination procedure. The following steps need to be done in partner determination area
Assign partner function to account group i.e SP,SH, BP, PY to account group (debit side ). Sales and Distribution->Basic Functions->Partner Determination->Assign Partner Functions on the debit side to account Groups.
Then create Partner Determination Procedure.
Assign the Partner Determination Procedure to Partner Function.
Then finally assign the Partner Determination Procedure to acc group.
Important Points in Business Partners and Partner Determination Procedure
Partner relationship maintained/defined in the customer master is proposed automatically in the document header when you create a sales document.
In customizing we can decide whether several partners can be assigned to one partner function in the customer master.
In sales documents, the system is configured so that only one partner can be assigned to each partner function.
We can define partners at item level in the sales documents.
Business Partners that are defined at the header level however cannot be changed at the item level.
You can prohibit anyone from changing a partner that has already been entered in a sales document.
It is also possible to manually change or enter the address of a partner, such as the Ship-to Party. This change does not affect the master record.

Support desk configuration from portal

Hi all
is anybody configured sending message from support desk in portal to solution manager ?
i followed this link
http://help.sap.com/saphelp_nw04s/helpdata/en/84/91bfddb6c33246a6eae4d483749635/frameset.htm
i am getting 102 jco exeption error but i havent created any jco connection between potal and solution manager .
anybody knows here how the data was transmitted from portal to solution manager.
if possible can somebody points me to some configuration document to do so
Regards,
Vijay.
ps: i had successfully configured support desk scenerio for all the satellite system with abap stacks.

HI
thanks for your reply
i had already done that correction specified by you
The actual problem is with the firewall and after unblocking the firewall now i could able to test my system succesfully in portal landscape but still i could not able to send message from portal to solution manager as it is taking too long time and hanging at the end of transaction.
what could be the reason
any idea?
regards,
Vijay.
ps: i could able to send the message from portal to solution manager .i have still some issues with BP configuration.
Edited by: vijayakumar kanniah mohan on Oct 16, 2008 1:27 PM

Activity in Portal (partner determination)

Hi Guys,
I access to Portal to Activity management in Portal.
When I try to access to Create an activity and this activity has configured partner determination procedure. THe system run the determination and show the message " Partner available for selection ", but never show the windows for select the partner.
Any idea?
Regards,
Lyda

Run again the generation of screen for Portal in SAP CRM SPRO

IBase Determination in support desk message

Hi Friends,
Support desk determination for satellite system SAP BI.
I have done all the configuration for Solman & BI for Service Desk determination.
But still not getting Sold to party, Reported By ,IBase & Component.
Kindly suggest. Many thanks in advance
Regards
PK

Hi,
When I am creating message from Help(Menu), the IBase, support team are getting determined automatically but I am creating message through transaction CRMD_ORDER, the IBASE, Support team and product none is getting determined.
I want to create message both ways.
Could you please help me on this.
Thanks,
Best Regards,
Madhu

Setting main partner of a support desk message

Hi all,
In my support desk message crn_dno_monitor, i have added more than one message processor (in partner functions). My requirement is to activate (set as main partner) one of this partners from the portal (using BAPI). Anyone knows the FM to do the same ?.
Thanks and regards
Jijo

Thanks - I had followed the configuration.
I don't really understand what you mean by
"Also ensure the missing systems actually have the stauts "Put in Solution" in the solution they are contained."
When I look in SMSYmy Solution contains all of my logical components, all of the logical components are "active". The Product systems are defined as expected & I cannot see any difference between the ones which appear in the list and those that don't. I cannot see the "put in solution" status you mentioned - is this for the solution, the logical component or the product system?
Edited by: Marina Walden on Apr 18, 2011 4:36 PM

Change Msg partner in support desk message

Hi,
I want to change the msg processor in support desk message from webdynpro. Which RFC Function module will be helpful ?
Note : with the following function module we already tried , it is not changing msg processor in solution manager Sup dsk.
crm_order_maintain
crm_order_save
bapi_transaction_commit
Please refer the following code.
FUNCTION zchange_msgpart.
""Local interface:
*" IMPORTING
*" VALUE(OBJECT_ID) TYPE CRMT_OBJECT_ID OPTIONAL
*" VALUE(IT_LINES) TYPE COMT_TEXT_LINES_T OPTIONAL
*" VALUE(I_STATUS) TYPE CRM_J_STATUS OPTIONAL
*" VALUE(REF_PARTNER_NO) TYPE COMT_PARTNER_NUMBER OPTIONAL
*" VALUE(PARTNER_NO) TYPE CRMT_PARTNER_NO OPTIONAL
*" EXPORTING
*" VALUE(ET_EXCEPTION) TYPE CRMT_EXCEPTION_T
*" TABLES
*" RETURN_N STRUCTURE BAPIRET2 OPTIONAL
Import Parameters for CRM_ORDER_MAINTAIN
DATA : lt_status TYPE crmt_status_comt,
 lt_text TYPE crmt_text_comt,
 lt_partner TYPE crmt_partner_comt,
 lt_billing TYPE crmt_billing_comt.
changing Parameters for CRM_ORDER_MAINTAIN
Local fields for CRM_ORDER_MAINTAIN
DATA: lv_guid TYPE crmt_object_guid,
lt_object_to_save TYPE crmt_object_guid_tab,
ls_input_fields TYPE crmt_input_field,
ls_status TYPE crmt_status_com,
ls_field_names TYPE crmt_input_field_names,
lt_field_names TYPE crmt_input_field_names_tab,
it_partner TYPE crmt_partner_comt,
ls_partner TYPE crmt_partner_com,
lt_input_fields TYPE crmt_input_field_tab,
l_logkey TYPE crmt_logical_key,
ls_temp_input_fields TYPE crmt_input_field_tab,
ls_billing TYPE crmt_billing_com,
lt_saved_object TYPE crmt_return_objects,
ls_text TYPE crmt_text_com.
Get the GUID for the Transanction no
SELECT SINGLE guid
 INTO lv_guid
 FROM crmd_orderadm_h
 WHERE object_id = object_id.
CHECK sy-subrc EQ 0.
ls_text-ref_guid = lv_guid.
ls_text-ref_kind = 'A'.
ls_text-tdid = 'SU01'.
ls_text-tdspras = sy-langu.
ls_text-tdstyle = 'SYSTEM'.
ls_text-tdform = 'SYSTEM'.
ls_text-mode = 'A'.
APPEND LINES OF it_lines TO ls_text-lines.
APPEND ls_text TO lt_text.
APPEND lv_guid TO lt_object_to_save.
ls_status-ref_guid = lv_guid.
ls_status-ref_kind = 'A'.
ls_status-status = i_status.
ls_status-user_stat_proc = 'ZENT0001'. "MODIFIED BY SRINIVASULU
ls_status-activate = 'X'.
APPEND ls_status TO lt_status.
ls_input_fields-ref_guid = lv_guid.
ls_input_fields-ref_kind = 'A'.
ls_input_fields-objectname = 'STATUS'.
CONCATENATE ls_status-status ls_status-user_stat_proc INTO l_logkey.
DATA: lf_guidset TYPE crmt_object_guid.
DATA: lf_par_guid TYPE comt_partner_guid.
SELECT SINGLE guid_set FROM crmd_link INTO lf_guidset WHERE guid_hi = lv_guid AND objtype_set = '07'.
SELECT SINGLE partner_guid FROM crmd_partner INTO lf_par_guid WHERE guid = lf_guidset.
for message processor
ls_partner-ref_guid = lv_guid.
ls_partner-ref_partner_no = ref_partner_no.
ls_partner-ref_partner_fct = 'SDSM0004'.
ls_partner-ref_no_type = 'BP'.
ls_partner-ref_display_type = 'BP'.
ls_partner-partner_guid = lf_par_guid.
ls_partner-ref_kind = 'A'.
ls_partner-ref_partner_handle = '0000'.
ls_partner-kind_of_entry = 'C'.
ls_partner-partner_fct = 'SDSM0004' .
ls_partner-partner_no = partner_no.
ls_partner-display_type = 'BP'.
ls_partner-no_type = 'BP'.
ls_partner-mainpartner = 'X'.
APPEND ls_partner TO it_partner.
ls_input_fields-ref_guid = lv_guid.
ls_input_fields-ref_kind = 'A'.
ls_input_fields-objectname = 'PARTNER'.
CONCATENATE ls_partner-ref_partner_handle ls_partner-ref_partner_fct ls_partner-ref_partner_no
 ls_partner-ref_no_type ls_partner-ref_display_type INTO ls_input_fields-logical_key.
ls_field_names-fieldname = 'DISPLAY_TYPE'.
APPEND ls_field_names TO lt_field_names.
ls_field_names-fieldname = 'NO_TYPE'.
APPEND ls_field_names TO lt_field_names.
ls_field_names-fieldname = 'PARTNER_NO'.
APPEND ls_field_names TO lt_field_names.
APPEND LINES OF lt_field_names TO ls_input_fields-field_names.
APPEND ls_input_fields TO lt_input_fields.
CLEAR : ls_input_fields,lt_field_names[].
MOVE l_logkey TO ls_input_fields-logical_key.
ls_field_names-fieldname = 'ACTIVATE'.
CLEAR : ls_field_names,
 lt_field_names[],
 ls_input_fields,
 ls_temp_input_fields[] .
CALL FUNCTION 'CRM_ORDER_MAINTAIN'
 EXPORTING
 it_text = lt_text
IT_SCHEDLIN_I =
 it_partner = it_partner
 it_status = lt_status
 it_billing = lt_billing
 CHANGING
 ct_input_fields = lt_input_fields
 EXCEPTIONS
 error_occurred = 1
 document_locked = 2
 no_change_allowed = 3
 no_authority = 4
 OTHERS = 5
IF sy-subrc <> 0.
 MESSAGE ID SY-MSGID TYPE SY-MSGTY NUMBER SY-MSGNO
 WITH SY-MSGV1 SY-MSGV2 SY-MSGV3 SY-MSGV4.
ENDIF.
CALL FUNCTION 'ZCRM_ORDER_SAVE'
EXPORTING
 it_objects_to_save = lt_object_to_save
 IV_UPDATE_TASK_LOCAL = '-'
 IV_SAVE_FRAME_LOG = TRUE
 IV_NO_BDOC_SEND = TRUE
IMPORTING
 ET_SAVED_OBJECTS = lt_saved_object
 ET_EXCEPTION = et_exception
ET_OBJECTS_NOT_SAVED =
CHANGING
CV_LOG_HANDLE =
EXCEPTIONS
 DOCUMENT_NOT_SAVED = 1
 OTHERS = 2
IF sy-subrc <> 0.
MESSAGE ID SY-MSGID TYPE SY-MSGTY NUMBER SY-MSGNO
 WITH SY-MSGV1 SY-MSGV2 SY-MSGV3 SY-MSGV4.
ENDIF.
CALL FUNCTION 'BAPI_TRANSACTION_COMMIT'.
ENDFUNCTION.
prakash

Hi Jijo,
a better solution may be to create a custom partner function called Main Message Processor and assign it to SLFN. I'm not sure how to flag one as the main any other way.
regards,
Jason

How to Configure Solution Manager 3.2 for Support Desk

Please give me information for configure solution manager 3.2 for support desk. What r the steps to configure ?.
satinder lamba

Hi,
Check these
/people/federico.babelis2/blog/2006/04/14/service-desk-configuration-guide-for-dummies
/people/kamran.ellahi2/blog/2006/01/13/setting-up-sap-service-desk-123-and-go
https://websmp201.sap-ag.de/~sapidb/011000358700001197002005E/Addtional_Information.pdf
This will allow you to succeed in configuring your Service Desk.
Feel free to revert back.
--Ragu

Configuring Support Desk (Solution Manager 4.0)

Hi,
Anybody knows where can I find a guide to configuring the Support Desk in SAP Solution Manager 4.0 ?
I've found several documents but for release 3.2.
Thank's in advanced

Hi
<a href="https://websmp209.sap-ag.de/rkt-solman">Click here</a>..here u will get various simulations for configuring different scenerios in solman and its very informative
Kind regards
Umesh K

Multiple Message Processors in IB52 for partner determination rule 13200137

Hello Experts,
Can anyone please help me out in one of my issues? I am configuring service desk wherein I need to have only one layer of support team. One consultant for each module. I am using SLFN0001_ADVANCED. I am using rule 13200137 for partner determination. I am using IBASE for determining the message processor.
While determining automatic message processor, IBASE is not allowing more than 1 Message processor. So, all the messages created are getting allocated to single message processor only.
In TRN PFAC, rule simulation for the rule 13200137 is working fine, as per the Org model defined in TRN ppopma_crm.
Can anyone please help me out?

Hi Deepak,
Hope, you are trying to assign more than one partner Function (Message Processor) to a service Desk Message. In such case, check for the max limit of partner function allowed for Message processor in the Partner Determination Procedure in your Transaction Type (SLFN).
The partner function category for the Message Processor Partner Function is Person Responsible. You may face issues in assigning more than one partner function of the same partner function category in a Transaction; If so, kindly refer to sap note 844503.
Regards,
Waseem

Partner Determination Procedure-access sequence

Dear Gurus,
My requirement is support team determination when message is created.I maintained the Rule 13200137 in PFAC_RESPO.
In this below path in procedure SLFN0001 against partner function procedure of funcions SLFN0003 SUPPORT TEAM (CRM).IN THE PARNER DETERMINATION TAB acces sequence and Determination Time in Partner Determination are empty.
what values should i maintain here so that support team determination will happen as per the rule 13200137
SAP Solution Manager Implementation Guide -> SAP Solution Manager -> Configuration -> Scenario Specific Settings ->Service Desk -> Partner Determination Procedure -> Define Partner Determination Procedure.
plz guide me

Hey SAPuser,
You can use access sequence Organization data: Service Team using product or rule....
If this does not work out, then you need to work out some other access sequnce which starts with something like: Organization data: ........
Reward for usefull post...
Regards,
Anand

Support Desk Message Creation in SOLUTION MANAGER through External Emails

Hello Experts,
 I am a ABAP Developer , as mentioned in subject, my part is to Create support desk message in solution manager,through external Emails like outlook Express . To do this task i am in need of more information about some componenets which are used in solution manager support desk Message.
 My Doubts are,
1) What is the use of Ibasecomponent in Message Creation?
2) What if the ibasecomponent is mentioned as a defaut value ' 24 ' ( i.e is the ibasecomponent for solution manager - support desk ) ?
3) To track the system from which the message is created , is ibase required or the SAP component will give those information?
 If anyone has already worked with this subject, please give me some suggestions ASAP.
Thanks in Advance,
Mohana

Hello Mohana,
Let see if I can explain this well:
1) What is the use of Ibasecomponent in Message Creation?
When you define a Solution in the SOLMAN, you need to update your Ibase
Edit->Initial Data transfer for Ibase
This create a tree structure in the ibase IB52, as you can see in the attachment.
You get a componet number for SID-Client
You can configure the SOLMAN in a way that when a message arrives from
<System ID> <Installation Number> <Client> <User Name>
this is what solman knows from a message comming from a satellite, them you
know directly from which component/ibase the message has been received.
This is important data, the component/ibase, for reporting issue, for assigning this component to a sold-to-party (being in IB52, left tree, select a system and go to Goto->Partner you can assign a Sold-to party BP there for example)
2) What if the ibasecomponent is mentioned as a defaut value ' 24 '
By default the SOLMAN system has a Intalled base 01 already created for being used and maintained "automatically":
being in dswp, solution : Edit->Initial Data transfer for Ibase
If not you msut maintain the ibase manually from IB52, this is also possible.
The Ibase 01 is a prconfigured iBase for being used for the SOLMAN application.
Tink that the SOLMAN system is built up a CRM system, so the IBase is CRM matter. SOLMAN is only using some CRM applications to build the Service Desk scenario for example.
I3) To track the system from which the message is created , is ibase required or the SAP component will give those information?
Ibase is required
Hope this helps,
Dolores

Prblem Service Desk configuration in Solution Manager 4.0

Hi All,
Here I have done the configuration of Service Desk in Solution Manager 4.0 by using the document which I have for release 3.2. However I have face some problem in Step Initially create and Assign the Satellite Systems as iBase C and Manually create and Assign the Satellite Systems as iBase Co .So I exclude above mention step. But still I am able to create the support message from Satellite Systems.
So can please let me know whether it will work fine in upcoming time or Do I need to test my Service Desk configuration for same.
Moreover please let me know how to test Service Desk configuration for real time environment.
Following are the step and problem which I face while doing the Service desk configuration.
STEP 1 #Initially Create and Assign the Satellite Systems as iBase C
To be able to use the Service Desk and Change Request scenarios in SAP Solution Manager, you need to define the Installed Base (iBase). An iBase component has to be created for each satellite system from which Service Desk messages will be sent to the SAP Solution Manager system.
The iBase components for the iBase structure SOL_MAN_DATA_REP (installation 1) can be created and assigned either automatically or manually. Note that these components and the assignments can only be created once automatically for every solution. To refresh your existing iBase data execute IMG activity Manually Create and Assign the Satellite Systems as iBase Components.
Requirements:-
You have defined your system landscape in the Solution Manager System Landscapes(transaction SMSY).
Activities:-
1. In transaction SOLUTION_MANAGER, open a solution.
2. Choose Operations -> Service Desk.
3. Choose Edit -> Initial Data Transfer for iBase.
The data is copied automatically. The iBase systems for the solution are automatically assigned to SOL_MAN_DATA_REP (installation "1"). An iBase component is created for each system installation number (which can be displayed by choosing System -> Status).
For each solution repeat these steps.
Problem in STEP1 :- I am not able to check the System  Status.
STEP 2 #Manually Create and Assign the Satellite Systems as iBase Co
In this IMG activity, you define the Installed Base (iBase) manually, i.e. for refreshing existing iBases after solutions have been changed.
An iBase component has to be created for each satellite system from which Service Desk messages will be sent to the SAP Solution Manager system.
Activities:-
1. In transaction Change Installed Base (IB52), use the input help (F4) to find the Installed Base with external ID SOL_MAN_DATA_REP.
2. Continue as follows:
 If SOL_MAN_DATA_REP does not exist:
a) Call transaction Create Installed Base (IB51).
b) Choose iBase Category 01 (Installed Base).
c) Choose Enter.
d) Specify the iBase header data in the iBase section.
e) Specify the external ID SOL_MAN_DATA_REP and enter a short description.
 If SOL_MAN_DATA_REP exists:
a) Choose iBase No. 1 (SOL_MAN_DATA_REP).
b) Choose the SAP WEB AS component.
3. To assign the systems as iBase components, go to the Text item tab.
Three components are included in the standard package.
4. Add all the satellite systems as text items to the table:
o Column Short text: Description of the system
o Column Identification: System ID, space, installation number
5. Save.
After changes have been made to a solution, repeat these steps to update system landscape data for iBase.
Note:-
Every system is only listed once in the iBases. That means a system is not listed in an iBase if it has been listed in another iBase before.
Problem in STEP2:- Here I am not able to find Text item tab as per point 3 .
STEP 3 # Assign Business Partners to iBase Components
You need to assign business partners to the new iBase components.
Activities:-
1. In transaction Change iBase (IB52), choose Goto -> Partner
2. Assign business partners with the following functions to the new iBase component systems:
o Administrator
o Key User
o Sold-to Party
3. Save.
4. Repeat these steps for each iBase component.
Problem in step3 :- In IB52 t-code screen there no any menu path like goto  partner
Thanks a lot,
Harshal

Hi Harshall,
You have to enter the value as 1 in Installed base field and then press enter.
You will be taken inside and then you will be able to see the Goto - Partner screen.
Hope this will help.
Please reward points suitably.
Regards,
Naresh.

Authorisation for creator to confirm his messages in support desk

Hi Friends,
I have configured support desk functionality where user creates a support message.This message is handled by 1st level support team.If 1st level is not able to resolve it is sent to 2nd level.
Also support message can be created by 1st level and 2nd level support team also.
My requirement is user should confirm his messages only and it should not be done by others.similarly messages created by 1st level support team should be confirmed only by them so as 2nd level should
confirm their own messages.
Is there any way to control these through authorisation.
Kindly give your valuable suggestions.
Regards,
Shanmugam Balamurugan

Hey Brendan,
Let me simulate the whole process for you.
lets assume you have transaction type say T.
1) Go to spro and find the text determination proc asssigned to T.
path: SAP solution manager-> scenario specific settings-> Service desk-> general
settings-> Define Transaction types. Here you find the Text determination Proc assigned to transaction type.
2) Now navigate to the Text determination proc that you found above following:
path: SAP solution manager-> scenario specific settings-> Service desk-> Text Determination proc-> Define TEXT types Or Text Ids.
Reward for usefull answer.
Revert for any clarifications.
Regards,
Anand

Support Desk Configuration : Partner determination

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