Support Message Status should default to Incident in Solution Manager

Hi Friends
Need your Help!!
I need to change the Priority settings set for the support message in Solution Manager , If a user logs a support message in the ECC system (production) with any priority (low, medium, high, very high etc.) it should default to Incident in Solution manager.
From there the client wants to classify the Priority as per his requirement in Solution Manager.
The current settings are like below
For a Low Priority it is defaulting to Incident
For a Medium Priority it is defaulting to 1: Bug P1-2
For a High priority it is defaulting to 2: Bug P3-4
For a Very High Priority it is defaulting to 3: Bug P5-10
Really appreciate your help, many thanks.
Kind Regards,
Vattikonda.

Hi
thank you for response.
It is the clients requirement to default the priority status to Incident if a support message is created from a managed system (ECC).
for e.g,
An user creates a support message in ECC production client giving the relevant input and he selects the priority as High, this created message should default to Incident in solution manager.
please see how the current settings are from my earlier at the bottom..
Kind Regards,
Sandeep.

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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
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we are taking PO print from ME22N(before releasing it ), here first we set message then Goto-->Print Priview--
>Print
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Prior to hanging up with current call you can place yourself in a not ready or work state. Once you disconnect from the call you can place yourself in ready to take another call.

Send email to Message Creator when Support Message status is changed

Hi Pradeep,
Have you given the partner function tick in the action?
Have you activated the smartform?
Please check and tell.

Hi Raj,
Thanks for the reply.
I have entered the Partner determination for the the Action.
SLFN002-- Reported by
i have also assigned the Smart Form mail in the Processing type.
Regards,
Pradeep L

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Thanks for helping
Edited by: Miriam Römer on Nov 23, 2009 1:37 PM

maybe those examples can gives u some ideas:
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or
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but your answer is:
SELECT user_id || user_name AS "User ID | User Name"
FROM fnd_user;
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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.
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What are the different transactions available in SAP Solution Manager 4.0 SR1 system thorugh which we can get the support desk message listing depending on our requirements.
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Create a new transaction code
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Specify the transaction field, enter "Start_Report" and set "Skip entry screen"
For GUI support, select all options
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Hello all,
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I followed the IMG customizing and thought I finished all (I am probably wrong because it does not work ...).
When I try to create a message (Help > Create message...) I receive the following error :
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Thank you for your help,
Isaac

Hi,
Well I create the business partner using T Code DSWP. It creates the following ID TSM 0040564686 100 SOLMANTSM100.
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Hello,
we have configured our solution manager for VAR enviroment.
Now we need to connect the customer solution manager to our VAR solution manager to forward the message opened at customer site.
In Solution Manager VAR documentation I found 2 documents (How To: Setup Service Desk 2 Service Desk (Demo) https://websmp207.sap-ag.de/sapidb/011000358700000129912009E.ZIP and How To: Einrichtung Service Desk zu Service Desk Verbindung https://websmp207.sap-ag.de/sapidb/011000358700000025722009D.PDF) but they are not very clear.
Did anyone setup this configuration?
Thanks
Andrea

>
Solution Manager wrote:
> In Solution Manager VAR documentation I found 2 documents
> (How To: Setup Service Desk 2 Service Desk (Demo) https://websmp207.sap-ag.de/~sapidb/011000358700000129912009E.ZIP and
> How To: Einrichtung Service Desk zu Service Desk Verbindung https://websmp207.sap-ag.de/~sapidb/011000358700000025722009D.PDF) but they are not very clear.
Hi Andrea,
- What's not clear?
- What information is missing in the documents?
Just post your questions here in the forum.
(I have not yet configured it on my own.)
Best regards,
Ruediger

Can we Set the Default SAP Component while Creating Support Message

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I Have got requirement like, when we create the support desk message from any application system by default the sap component should get selected which we have determined in Solman.Our Business secnario is too complex user give create the support message without giving the Sap Component or they give wrong sap Component, so we want to set the sap component get selected by default while creating the support desk message, guide me in solving this issue.
Regards
Charan

I think your logic is reversed. I think it's better to let users create messages from the application areas from which they are having the problem. Based on the standard SAP component which defaults into the component field, the ticket can be routed to one of your 20 teams. This is where the agent detemination rule for support team can be configured. There are a number of message on the forum regarding support team configuration. This way, if your 20 teams can't solve the problem (for example SAP defect) then the message can be forwarded directly to SAP using the correct component. Good luck.

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Hi Experts!
I have read a lot of documentation and done a lot of custumizing about this topic but this one is driving me nuts for days now.
I am trying to query a certain status of a support message to use it for scheduling an (mail)action.
The deal is I am able to query every status of a support message except the values "Sent automatically to SAP" (E0011) and "Escalated" (E0009).
[See picture|http://i31.tinypic.com/nq6afn.jpg]
Somehow those two status are not user status but something else.
Even the document is in status "Sent to SAP" (E0004) AND "Sent to SAP automatically" (E0011) an action will not be scheduled if the schedule condition is set to "user_status = E0011" or "user_status = E0011 AND user_status = E0004"
I have been also playing around with container element AUTO_STATUS (reference TJ30 | ESTAT or datatype CRM_J_STATUS or datatype CRMT_STATUS)
No success yet.
Anyone got a solution for this one?
Is it possible to retrieve those status without custom developement?
Thanks in advance
Christian Kaunzner
PS: I already know the email configuration guides which are available for Service Desk / VARs
@Mrs. Popp: thanks for setting back all those test messages to customer action!!

Hi Prakhar,
my final goal is to trigger a mail when status is "E0002" (in process) AND "E0011" ("aut. forwarding to SAP" is active).
For testing porpuses I am using E0009 and a (non-automatic) action which should be available via toolbar.
I already tried many conditions including:
&CRM Service Process.User Status& = E0009SLFC0001
&CRM Service Process.User Status& = E0009SLFC0001 AND &CRM Service Process.User Status& = E0002SLFC0001
&CRM Service Process.User Status& [*] E0009SLFC0001
&CRM Service Process.User Status& [*] E0009++++++++
Non of these are working.
When using:
&CRM Service Process.User Status& [*] E0002SLFC0001
or
&CRM Service Process.User Status& = E0002SLFC0001
the action is available. So the syntax of the schedule condition is correct. Just for some reason E0009 and E0011 are not handled the same way other status are.
Basically this is the way it should work and it is working for all status E0001, E0002, E0003, .... except E0009 and E0011.
In your system could you please try to schedule an action using E0009 only?
Thanks in advance
Edited by: Christian Kaunzner on Jul 27, 2009 11:04 AM

Status Profile and User Status for Support Message

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We need to customize Status Profile and User Status Specifc to customer requriments.
we need the following Status for Support Message:
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Accepted
Rejected
Fixed
Retest
Closed
Note:
1] Only the Message creator should be able Set staus Open and Closed
2] Message Processor should only set status Accepted, Rejected, Fixed and Retest
I have created the Status Profile in BS02.
Can some one help me the steps or guide how to implement the above logic and restrict the status access between Message Creator and Message Processor
Thanks!
Regards,
Pradeep L

> 1] Do i have to create different Auth.key for Message processor and Message creator and then assing them in BS02 to Status Profile?
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> 2] Now how do i assign this Auth.Key to the Auth Object B_USERSTAT?
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Support Message Status should default to Incident in Solution Manager

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