Support Message from Portal

Hi All,
I can create support messages from ABAP systems and from solman using NOTIF_CREATE
Can any of the experts tell me how I can do it from a portal? Are there any available webdynpros or apps from SAP which we can use it? In case I have to develop a custom one, can some one guide me with any tips?
Thanks to all your suggestions!!

Dear Jim,
From SAP Solution Mananger :
1. Start transaction SOLMAN_WORKCENTER
2. Go to "Incident Management" tab
3. In Common Task - click on New Message
Hope it help.
Best regards
P. Cuennet

Similar Messages

Fields missing in Support Message from CRMD_ORDER

Hi All,
when we create a Support Message from transaction notif_create, there some fields like
component, project and solution
but when we create the same support message from transaction crmd_order, i could not find those fields.
Please suggest
Regards,
Pradeep L

Hi Prakhar,
Is there any work around where we can configure such these fields would be visible in the transaction CRMD_ORDER.
The issue we are facing is:
Standard Transaction Type: SLFN is being used for another project in the same system
Now i have created another Transaction Type: ZSLF with customized status, action and date profile.
Now we cannot use notif_create as it will pick up SLFN and we cannot change it to ZSLF as the other project is using it
Please suggest
Regards,
Pradeep L

Create Support Message from external system

HI experts,
I would like to change the Create Support Message screen(Menu->Help->Create Support Message) and add three fields namely: Category, Subject and Solution Number because currently these fields are not populated in the Service desk if I create message in this way unlike in using NOTIF_CREATE tcode where there are selection fields for these.
Also, I'm creating the support message from an external SAP system and the messsage is sent to the Solution Manager system. The NOTIF_CREATE tcode does not exist in the external system as well as the whole package DSWP.
Please let me know you rthoughts on this.
Thanks
Eric

Hi guys,
Thanks for your answers... But is it possible to call transaction NOTIF_CREATE from an external system?
I have done something already so that those 3 fields will be automatically populated for a message sent from an external system.
I changed the screen and called FM BAPI_NOTIFICATION_CREATE(a remote enabled FM which is the one being used by transaction NOTIF_CREATE to create a message) inside FM BCOS_SEND_MSG.
I populated the category, subject and solution in the FM export parameters as well as the solution number in the sap data table. I put a destination also..
This FM calls another FM DNO_OW_CREATE_NOTIFICATION which is the one being used from the external system but do not cater the functionality to send the 3 fields that we need.
As you will notice, there are lots of standard objects that I've changed. =)
My problem now is that the system data sent is the same with the system data if you create the message using NOTIF_CREATE. Some system that were sent when a message is sent from an external system is missing but at least the sap system and client ID is sent. There is no external reference number also. But hopefullly, the users will accept it. Can't find any other solution to this.
Thanks,
Eric

Roles required to create support message from satellite system

Hi Team,
I am trying to create support message from satellite system. i have assigned S_RFC and S_RFCACL to the Zrole. Apart from that, is there any other roles to be assined in satelite system to create support message?
Regards
Kumar

I think that's it.
Of course they roles in the central system too: SAP_SV_FDB_NOTIF_BC_ADMIN and SAP_SUPPDESK_CREATE (or copies thereof).
Regards,
Sean

Creating Support Messages from Satellite System without SolMan user account

Hi
We are having some problems with users "creating support message" from our ECC system to SolMan, if the user does not have a user account in Solution Manager.
It is not correct, that users from Satellite systems can create support messages from these systems, without the user having an account in Solution Manager? And that the user is identified by the business partner for the user, that must exist in the Solution Manager system ?
We have set up the RFC for the supportmessages between SolMan and the ECC system as trusted RFC, with the "Current user" as the user, but how should this be set up, if the user does not have an account in the Solution Manager system. If we enter a user with the right authorizations in the RFC, will the messages that come through not just appear as created by that user, instead of the ECC user and corresponding business partner ?
Regards
Lars

Hi,
you can use the use the user for the RFC-Connection in that case. I have customizied a similar scenario. In my scenario the System from which the message was created, is the business partner (SOLD-TO-PARTY). For that you have to create a communication user (i.e SOLMAN<SYSID>). In TA SM59 in the satellite-system you assign this user for the connection. (Don't forget to assign the user to the role "SAP_SV_FDB_NOTIF_BC_ADMIN"). Now, it schould be possible to create messages from the satellite system to the solution manager. Additionally you should create business-partner for each user of the satellite system, by using TA DSWP>EDIT>CREATE BUSINESS PARTNER.
With this TA, it is easy to create BP for each satellite system.
Best regards
Marc

Creation of support message from Webserver like CRM, XI

Hi Gurus,
Can anyone guide me, how to Create support message from Webserver like CRM, XI.
I could configure from GUI Based systems like ECC, SCM.
But i don't know how to configure for CRM, XI etc..,Java based web applications.
Pls guide me.

try maybe using the web interface service desk application. the same one that you find in the incident management workcenter when you choose New Message.

Service Desk Message from Portal

I enabled the iView for the support message to be sent from my portal. However, it does not show in the iBase. My SMSY is updated and shows the Java system components. How do I get the service desk to see the portal. I am running EP 7 with NW 2004s backend. Solution Manager is 7 EHP1.
Note: There is no installation number or system name showing in portal system info. I suspect this is the issue.
Does anyone have ideas?

I enabled the iView for the support message to be sent from my portal. However, it does not show in the iBase. My SMSY is updated and shows the Java system components. How do I get the service desk to see the portal. I am running EP 7 with NW 2004s backend. Solution Manager is 7 EHP1.
Note: There is no installation number or system name showing in portal system info. I suspect this is the issue.
Does anyone have ideas?
If u have correctly defined ur EP in SMSY (via productive SLD transfer), plz generate the RFC first.
Secondly, select the main instance of the product in SMSY if the definition in SLD isnt correct.
Finally, all u have to do is the transfer from SMSY to IBASE. This is done in Trx DSWP --> menu Edit --> Initial Data transfer for IBase (now ur EP is automatically created in IBase)

Support Message from satelite system: Reported By field blank only from BI

Hi,
I have configured the Incident Management for solman 7.1 with SP12. I am using the transaction type ZMIN that is a copy of SMIN.
In our landscape are two satelite systems: BI and ECC
When I create a message from managed/satellite system via HELP>Create Support Message, it comes to Solman the field "Reported By" is not filled automatically if I created the message from BI. The Creation from ECC works fine: the field "Reported By" is filled automatically.
The system data is fetched up correctly and it includes the system info, component code and all details. Even the Support Team Determination with BRF+ is working fine.
Not successful actions to solve the problem:
- I tried some access sequences in Partner Determination for "Reported By":
     - Preceeding Document -> Reporter -> Current User
     - User
- Checked IB52
- Checked DNO_CUST04
     No_User_CHECK; No Existence Check for User; field value:X
- Checked BP (Generated with BP_GEN):
     identification in BP seems correct (I added created/expiry date manually)
- Checked BCOS_CUST.
- Checked Read RFC.
Has someone an idea what the problem could be?
Thank You for your effort in advance,
Beda

Hi,
1) Under identification tab in external BP no. put details as
<Server short name>space<client>space<search term
(which you have maintained in address tab or employee no.
of that user in satellite system)>
2) In ID type put CRM001
3) Under identification put details as <Server short
name>space<installation no.>space<client>space<search
term (which you have maintained in address tab or
employee no. of that user in satellite system)>
4)Go to trns. BP>select BP role as "Employee"> Indentification tab--> Maintain user name same as user id of employee in satellite system or serch term you maintained while creating BP.
Try this. Reward the points for useful answer.
Regards,
Niks

Support message from satellite to SolMan throughout web service

Hi all,
Currently we have activated support messages between satellite systems and SM. This functionallity is working fine; users create messages with "help->create customer message". But now we want users to create messages trhoughout web service (bsp). We know that this funcionallity exists, but we don't know neither the way it can be activated nor the way we can access to this service.
Any idea?
Thanks in advance.
Bst Regds,
Jose Sorli

Hi Jose,
For the creation of messages via WEB you can use BSP dswp_create_msg:
In SICF activate this service
After call the following url:
http://server:XXXX/sap/bc/bsp/sap/dswp_create_msg?sap-client=YYY
server: full hostname server of solman system
XXXX: HTTP service that you can see in SMICM->Goto->Services
YYY: Service desk client
Look in SAP SMP for notes with string dswp_create_msg.
From note 699087 ( a little old but ok):
For the application to function, perform the following in the Solution
Manager system:
    o Ensure that an HTTP or HTTPS service is running in the Internet
       Communications Manager (transaction SMICM).
    o Ensure that the services necessary for running BSP applications
       are activated (transaction SICF). These services include:
       - /default_host/sap/public/bc/ur
       - /default_host/sap/public/bsp/sap/htmlb
       - /default_host/sap/public/bsp/sap/public/bc
       - /default_host/sap/bc/bsp/sap/dswp_create_msg
The URL necessary to call dswp_create_msg takes the following form:
    o http://<host>:<port>/sap/bc/bsp/sap/dswp_create_msg?sap-client=
       <client>
Where <host>, <port> and <client> are the host name, port and client
respectively of the SAP Web Application Server. For futher information
on the Internet Communications Manager, please see the SAP Web
Application Server online documentation.
Best regards,
Dolores

Automatically generate Support Message from E-Mail

Hello experts!
I have yet another problem:
Is there any possibility to create a support message on the basis of en email?
Or is it possible to migrate e-mails from outlook into a service desk message?
I hope this information is sufficient. I am thankful for any advice.
Best regards
Gerold

See - I didn't know you could do that with a mailto link! 8)
But - this is a very unreliable way to send your email, since
it depends on
a) the sender having an email client installed, and b) that
email client
responding to the mailto link properly.
And, by using mailto:, you cannot add any interactive
elements to the
subject line. Sorry.
Murray --- ICQ 71997575
Adobe Community Expert
(If you *MUST* email me, don't LAUGH when you do so!)
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With SP16-17 we can't create support message from satellite system anymore

hello,
We have implemented the support package 16 and 17 SAPKITL427 in solution manager last week-end and since then all satellite systems can not create support message anymore.
The process is perfectly working in solman itself and we don't think we have thus a process customizing issue here but who knows...
The key user creates the message with the help -> create support message
and when he saves it (clicking the mailbox button) he gets the following error
Error in Local Message System: Function not available Message was Not
Created
In fact the error Message is BCOS088
We debugged the function BCOS_CREATE_MSG and we found out that the function
DNO_OW_CREATE_NOTIFICATION is returning error code 1.
We checked out RFC connection and it looks ok
There is no dumps in ST22, no error in SLG1 in both system...a nightmare
The notification SLF1 is created in solman but the status field of the notification is empty and it looks that the record is somehow corrupted because you can't modify it with dnotifwl.
Due to the fact that the notification is not correctly created the support message is also not created.
SAP and our solman consultant are working on it since 2 days but don't have a clue. Maybe some program where no regenerated correctly ?
If you would have any idea in which direction to look, i would greatly appreciate
thanks a lot
best regards Xavier

hi Rohit,
on the satellit I have the following versions
SAP_BASIS     700     0012     SAPKB70012     SAP Basis Component
SAP_ABA     700     0012     SAPKA70012     Cross-Application Component
PI_BASIS     2005_1_700     0012     SAPKIPYJ7C     PI_BASIS 2005_1_700
ST-PI     2005_1_700     0006     SAPKITLQI6     SAP Solution Tools Plug-In
SAP_BW     700     0013     SAPKW70013     SAP NetWeaver BI 7.0
SAP_AP     700     0009     SAPKNA7009     SAP Application Platform
SAP_HR     600     0018     SAPKE60018     Human Resources
SAP_APPL     600     0010     SAPKH60010     Logistics and Accounting
EA-IPPE     400     0010     SAPKGPID10     SAP iPPE
EA-APPL     600     0010     SAPKGPAD10     SAP Enterprise Extension PLM, SCM, Financials
EA-DFPS     600     0010     SAPKGPDD10     SAP Enterprise Extension Defense Forces & Public Security
EA-HR     600     0018     SAPKGPHD18     SAP Enterprise Extension HR
EA-FINSERV     600     0010     SAPKGPFD10     SAP Enterprise Extension Financial Services
FINBASIS     600     0010     SAPK-60010INFINBASIS     Fin. Basis
EA-PS     600     0010     SAPKGPPD10     SAP Enterprise Extension Public Services
EA-RETAIL     600     0010     SAPKGPRD10     SAP Enterprise Extension Retail
EA-GLTRADE     600     0010     SAPKGPGD10     SAP Enterprise Extension Global Trade
IS-PS-CA     600     0010     SAPK-60010INISPSCA     IS-PUBLIC SECTOR CONTRACT ACCOUNTING
IS-OIL     600     0010     SAPK-60010INISOIL     IS-OIL
IS-M     600     0010     SAPK-60010INISM     SAP MEDIA
IS-H     600     0010     SAPK-60010INISH     SAP Healthcare
IS-CWM     600     0010     SAPK-60010INISCWM     Industry Solution Catch Weight Management
INSURANCE     600     0010     SAPK-60010ININSURANC     SAP Insurance
FI-CAX     600     0010     SAPK-60010INFICAX     FI-CA Extended
FI-CA     600     0010     SAPK-60010INFICA     FI-CA
ERECRUIT     600     0010     SAPK-60010INERECRUIT     E-Recruiting
ECC-DIMP     600     0010     SAPK-60010INECCDIMP     DIMP
IS-UT     600     0010     SAPK-60010INISUT     SAP Utilities/Telecommunication
SEM-BW     600     0010     SAPKGS6010     SEM-BW: Strategic Enterprise Management
LSOFE     600     0010     SAPK-60010INLSOFE     SAP Learning Solution Front-End
ST-A/PI     01K_ECC600     0000          -     Application Servicetools for ECC 600
APICON     1470000000     0000          -     APICON GmbH, Interface Add ON
thank you Xavier

Create Support Message from satellite system

Hi, when I create a ticket using "Help - Create support Message" the parameter SY-UNAME is not passed to Service Desk
in other word, the message is created but the field "Reported by" is not filled.
if I want to display the entire message in the form, before saving, I can see that this value is correct...
SY-SYSID             DE1
SY-MANDT             300
SY-UNAME             SOLMAN
SY-DATUM             20080410
etc.
Any suggestion ?
Regards,
Nacho.

Hi,
1) Under identification tab in external BP no. put details as
<Server short name>space<client>space<search term
(which you have maintained in address tab or employee no.
of that user in satellite system)>
2) In ID type put CRM001
3) Under identification put details as <Server short
name>space<installation no.>space<client>space<search
term (which you have maintained in address tab or
employee no. of that user in satellite system)>
4)Go to trns. BP>select BP role as "Employee"> Indentification tab--> Maintain user name same as user id of employee in satellite system or serch term you maintained while creating BP.
Try this. Reward the points for useful answer.
Regards,
Niks

Technical support message in Portal

Hello guys,
Sometimes due to technical problems or due to technical interventions, we would like to post a message in Portal with a little message like "Due to technical problems, system is unavailable. Apologizes" and at the same time lock every users that try to login to portal.
How can I implement this?
Could you help me?
many thanks.
regards,
Filipe Vasconcelos

Hi Filipe,
The solution for your requirement could be modifying the par "com.sap.portal.runtime.logon.par" which is used for login screen so that it will divert to page where you can show
the your message "Due to technical problems, system is unavailable. Apologizes".
After importing the par file in NWDS, you will find the umLogonPage.jsp which is first called when the portal URL is initiated.
Add a new jsp file called message.jsp and edit it such that it shows the required message.
Add the below code in the umLogonPage.jsp file
<jsp:include page="/message.jsp"></jsp:include>
Remove the rest code so that it doesnt divert to the home page to the user.
The second requirement was to lock the users once they are logged in. Find the below code to lock the user ids.
IUserAccountFactory userAccFactory = UMFactory.getUserAccountFactory();
IUserAccount userAccount = userAccFactory.getUserAccountByLogonId(userId);
boolean locked = userAccount.isLocked();
To lock/unlock users, use setLocked method available for IUserAccount class.
IUserAccount userMutableAcc = userAccFactory.getMutableUserAccount(userAccount.getUniqueID());
userMutableAcc.setLocked(false,IUserAccount.LOCKED_BY_ADMIN);
userMutableAcc.save();
userMutableAcc.commit();
Hope this helps,
Thanks,
Ansar

Deletion of support messages from CRM

Hi,
I have 500 Support message to be deleted iam unable to delete them one by one also(Message no. CRM_USERFACE010) can any let me know how to delete or archive the Support messages.
Thanks
Nanda.
Edited by: Nanda Kishore on Mar 13, 2009 5:52 AM

Issue Closed

After Clicking Rejection(Enter and send message from portal )

Hi
I am able to allow user to enter rejection reasons using task TS20000139 (Enter and Send Message) when the user clicks the Reject button in SAP Gui. However when the user clicks Reject from the portal, the Enter and Send Message does not appear immediately. Instead it appears as a new task in the portal. Is there a way for the Enter and Send Message to appear immediately in the portal when the user clicks on the Reject button or any other task is there for Enter and Send Message supporting SAP portal...
please let me know the solutions...
Thanks
ram

Ram,
the Advanced with Dialog works fine only in certain scenarios, as Jocelyn mentioned in the following thread. pl go thru' this.
Extended Notification-Submethods and advance with dialog not supported...
COming to your requirement, if you want to provide a box for the user to enter Rejection reason on the portal side, you can use the User decision Actiion Handlers as given in the below link. It is very simple and fast implementaion.
I have done this recently, so if you need more details, let me know.
But go thru' the following help.sap link on ACtion Handlers.
http://help.sap.com/saphelp_nw2004s/helpdata/en/7a/df014b037141ca9afc6433ed42b519/frameset.htm
Hope this helps.
Regards,
venu

Support Message from Portal

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