Support desk queries on solution manager

Hi All
I have few queries on solution manager support desk functionality.
1.Is this the only way to create support desk message HELP-CREATE support desk Message from each individual system??
2.In our scenario,when we are creating the message we would like to assign component( it should be project specific component,not SAP specific component)...How to acieve this??
3.We have a requirement where the message has lot of status and fields and depending on the message processor I would like to control which status or field user should be able to view and work on...how to achieve this??
4.Need the way to send a message to the processor,as soon as his name appear as message processor.
5.I want to track all the persons involved in the message processing,how can I do this??
6.I want to use a different transaction type not the standard SLFN,so what configurations are needed??When I create a message it should automatically take properties of transaction type of newly created one??

Hello Dolores,
first of all thanks for that answer. I read it in the germany documentation help.
Here an extract:
+Anlegen von Support-Meldungen über NOTIF_CREATE
Mit der Transaktion NOTIF_CREATE können Benutzer, die in Satellitensystemen arbeiten, Meldungen anlegen und an den SAP Solution Manager versenden.
Vorgehensweise
Starten Sie Transaktion NOTIF_CREATE.
Geben Sie folgende Werte im Dialogfenster Anlegen einer Support Meldung ein:
Priorität
System/IBase-Komponente
Kurz- und Langtext
Um Anlagen anzuhängen, wählen Sie Registerkarte Anlagen.
Sichern Sie Ihre Eingaben.
Ergebnis
Sie haben eine Support-Meldung angelegt.+
Yesterday I search the internet for a note, but I didn't find one. So I'am happy now.
But now the next problem occurs. My next issue is about the SLD. The system cannot get the data from the satellites. I'am not sure, but I think our SLD isn't perfectly configuried. Do you have an "How To" or something like that?
regards
marc

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Service desk issue in Solution manager

Dear Friend's
I have configured Service desk in our Solution manager .
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I am able create messages in our satilite systems . And sending to solution manager also.
Here issue is , when I click on send button in created message box , then our satilite system will asking password of basis user , which is present in solution manager. If I entered that password then It shows successfully send message with number.
I want's to skip the screen , where it's asking the basis user ,password.
So please give me solution , If you come across this problem.
Thanks in advance,
R.k sindol
Edited by: Raj kumar sindol on Jan 20, 2009 3:30 PM

Hello Raj,
see SAP Note [153743|https://service.sap.com/sap/support/notes/153743] chapter "In the R/3 system of the notifier (customer data entry systems).". Changing that RFC destination should be the solution for your case.
Best regards,
Andreas

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Dear Mateus,
happy New Year and thank you for your suggestion,
I follow the recomendation of Vicent Lim.
I createad a new message from WorkCenter "Incident Management" on Solman, it was create with solman_admin user which have this roles " ZSAP_SMWORK_BASIC, ZSAP_SMWORK_INCIDENT_MAN, ZSAP_SUPPCF_CREATE, ZSAP_SUPPCF_PROCESS, ZSAP_SUPPDESK_CREATE,ZSAP_SUPPDESK_PROCESS", and I want to sent to SAP with the message processor(ogarcia) user(with role "employee") with the following roles " ZSAP_SMWORK_BASIC, ZSAP_SMWORK_INCIDENT_MAN, ZSAP_SUPPCF_CREATE, ZSAP_SUPPCF_PROCESS, ZSAP_SUPPDESK_CREATE,ZSAP_SUPPDESK_PROCESS" but I can't see the text "Send message to SAP".
Also I re-active the BC-Set from IMG and I checked in the transaction SCPR20 and I get two error messages:
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2.- BC Set SOLMAN40_SDESK_VAR_SIVA: The activation of customizing object CRMC_TV_PROCTYPE is not supported).
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Hello,
I try to customize the service desk in solution manager SPS 12.
I follow the IMG :
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Could someone help me.
Thanks in advance.
Guillaume Bruyneel.

hello,
I found some interesting information concerning the automatic creation of BP from the Org. Model :
I have activated the HR integration through :
IMG->CRM->Master Data->Business Partner->Integration Business Partner-Organisation Management.
And NOW the automatic creation of the BP is working !
I'm still trying to solve the two other problems.
Guillaume.

Prblem Service Desk configuration in Solution Manager 4.0

Hi All,
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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.
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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:-
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 If SOL_MAN_DATA_REP does not exist:
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 If SOL_MAN_DATA_REP exists:
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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.
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You need to assign business partners to the new iBase components.
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1. In transaction Change iBase (IB52), choose Goto -> Partner
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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.

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
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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
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Prakhar

Service desk configuration for solution manager

hi this ,
sudheer i have configured the service desk configuration on my solution manager system with all satellite system, i have mapped all business partners in my satellite systems to solution manager , and also iam able to see all messages are send by business partners using DSWP transaction, but how to see reply from solution manager sytem to satellite system ( message inbox of satellite system)
can any body tell the configuration of satellite system to see reply message from solution manager ?
thanks and regards
sudheerkoppala@ g ma il .com

>
sudheer koppala wrote:
> sudheer i have configured the service desk configuration on my solution manager system with all satellite system, i have mapped all business partners in my satellite systems to solution manager , and also iam able to see all messages are send by business partners using DSWP transaction, but how to see reply from solution manager sytem to satellite system ( message inbox of satellite system)
> can any body tell the configuration of satellite system to see reply message from solution manager ?
There is no "message inbox" in satellite systems, but you can use the SAP Solution Manager to have a central access to all reported messages.
Configure Work Center "Incident Management" in SAP Solution Manager and grant access for message reporters.
See answers to similar question in accessing the service desk message from satellite system
Best regards,
Ruediger

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Hello Guru,
I am planning to upgrade our Netweaver System to SP12, which is released after Apirl 2007, now SAP AG requires Solution Manager to approve the SP download request, then I can use SAP Download Manager to download basket.
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Hi,
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ricky

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Im currently have users from satellite systems generated by tcode BP_GEN in Business Partners.
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Hi
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Ibase is required
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Dolores

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Hi
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