System data while creating support message
Hi,
I would like to know if there is any way to remove the system data from the support message long text (Transaction Data - Overview). In my case we don't need this information in the support message.
Thanks in advance.
Best regards,
Sérgio Vieira
Hello,
I'm talking about the message in the Overview tab, under Transaction Data.
Thanks in advance.
Best regards,
SV
Similar Messages
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Send data from "create support messages" via Mail to a ticket system
Hello all,
I'd like to make use of the option "create support messages" directly out of the induvidula SAP systems. This would raise highly the Information our supporters recieve.
As far as I understand there must be an initial setup to get the above mentioned functionaly in an individual SAP system.
The problem is that we do not want to use the SAP Service Center. We have a very effectiv Interface to our current ticket system which scans incomming eMails, evaluates, classivies and routes them.
Due to this I like still to use the "create support messages" directly out of the induvidula SAP systems to gather the information BUT then I like to send all as an eMail to our ticket system.
Has anyone done something like this or has an idea how to set this up? I have heard that this is a not too rar setup but until now I couldn't find someone who actually set this up.
Thanks a lot
MichaelHello Michael,
I found your forum entry and I would like to ask if you have solved this problem? I would also like to implement a third party ticked system with menu - create support message.
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Thanks and kind regards,
Leo -
Error 513 while creating support message help menu in Solman system.
Hi Expert
I am trying to create support message though help in the Solman system. But i am getting an "error 513 message has not created in the Solution manager system".
- maintained the BCOS_CUST table with RFC - NONE
- have SAP ALL authorisation
- using the transaction type SLFN for support message.
- Check the Action profile for SLF1 and found OK.
- Also refered some notes in the sap and implemented but still i am getting the same error.
Please advice.
Regards
Kumar.HI
Do u have BP existing for ur id in solman
Use BP_GEN to create bp for ur user id
otherwise using BP tcode and check if the identification tab is carrying details for solman system with curent client and userid
Hope it solv ur prb
Regards
Prakhar -
Can we Set the Default SAP Component while Creating Support Message
Hi Friends,
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
CharanI 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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Error while creating Support message
Hi,
When I tried to create OSS Message from R/3 system I am getting below error.
Customizing for feedback functionality missing
Can you please help me out from this issue.
Thanks
RajeshRajesh, this usually means the managed system is not set up to communicate with the Solution Manager Service Desk. Please review the SolMan IMG activity Specify Service Desk Destination in Managed Systems. The Performance Assistant will tell you what entries to make in table BCOS_CUST on each managed system.
If this does not work, check your user authorizations on both systems - they should both contain object S_RFCACL.
Hope this helps!
Lori -
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 Xavierhi 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 -
Dear sir,
we are facing problem while creating support message in solution manger and satellite systems.we have done all the basic settings in SPRO and activated EWA.
in the satellite system.it is working fine.But while creating support message we are getting the following error message ERROR IN LOCAL MESSAGE SYSTEM
MESSAGE 009999000014 NOT COMPLETE. in solution manager and satellite system.
we have refer the following notes 824640,838063.please suggest me.
Regards,
VenkatHello Venkat,
If you are in SOLMAN 4.0 SP9 for solving the problem in SOLMAN apply note
1011376.
Which message number did you get in the satellite? please check that the user used in the RFC connection SM_..._BACK in SOLMAN system has roles
SAP_SUPPDESK_CREATE
SAP_SV_FDB_NOTIF_BC_ADMIN
In PFCG make sure that both roles has Authorization and User tabs in green status.
Hope this helps,
Dolores -
HOW create support message ONLY for KEY USER
Hi all,
I just configured my service desk and I wanted to give only the key users the permission to create support messages. But every user have the rights to create a message from the satellite system.
How can I prevent that? Is it possible to hide the option in the menu bar (help - create message) for non-key-users? The key users have the role SAP_SV_FDB_NOTIF_BC_CREATE . non sap users have just standard roles for hr, ...
Thanks in advance!hi,
in the documentation it is written
Create messages from satellite systems with Help ® Create Support Message
SAP_SOL_SERVTRANS_CREATE
Authorization object S_RFC,
profile S_RFC_VERS with the activity Execute for the object SAPSMO*
this is working fine
see link http://help.sap.com/saphelp_sm310/helpdata/en/71/50548566324a7491916585fe73a2b4/content.htm
best regards Xavier -
Ibase/Component issue while creating a message from satillite system
Hi experts,
we have implemented the service desk functionality in solution manager system.
User is able to create message in solution manager directly.
While creating message from a satellite system IBASE/component fields are filled with incorrect values.
Because of this user unable to create message from satillite system.
Has someone any ideas where we do some settings to get correct Ibase/Component values while creating message from satillite system?
Thank you in advance,
BabuHi Babu,
For Creating messages in SOLMAN make sure that in T code SM30 under the table BCOS_CUST data is maitained
OSS_MSG W NONE CUST620 1.0
First your should make your solman ready for posting issues within.
Then connect it to ECC systems and try posting issues there.
Do not user Tcode NOTIF_CREATE for posting issues always use HELP- Create Support message.
Thanks
Nand -
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
EricHi 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 -
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 -
SOLMAN EHP1 - anyone can create support message in Satellite System's Help?
Hi,
I just curios that why everyone can create support message in satellite system-> help -> create support message?
I tested with restricted profile user and without role SAP_SUPPDESK_CREATE, NO BP created but he still manage to create support message???? Any idea??
Also, same goes to any user can process ticket in SOLMAN with no BP-Employee role and SAP_SUPPDESK_* roles assigned.
Your kind input is very much appreciated.
Thanks,
Nicholas ChangHi Nicholas
If you are using a "Named" user instead of the Trusted Relationship in the RFC maintained in BCOS_CUST for entry OSS_MSG then this is quite possible. In this case the "Named" user will be used to call the interface to create message and the calling user ie the end user creating the ticket will only be used as "Reporter" of the message.
The user entered in the RFC details probably has the authorization to create Support desk messages.
Regards
Amit -
Create support message in satellite system
Hi,
What are the pre-requisites to configure creating support message in satellite system.
Thanks
RajeshHi,
Follow this blog u can set up ur service desk
mainly it comprises of roles table entry and rfc destination in satellite systems
/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
hope it solves ur problem
Regards
Prakhar -
ERROR when Trying to create support message in satellite system
Hi
I have a wired problem.
My user's are opening support message in the solman through the ECC system.
But when a user is open a support message with the component FI he get the following message:
"Error in Local Message System: Component FI does not exist: Check your entry Message was Not Created"
I'm working with ECC6 and SOLAMN 4.
Why I can't generate support message with the component "FI" ?
Please advice
Best regards
Lior GrinbergHi
SAP Component is FIN Financials not FI that is why I thnk u r getting an error.
Normal process is
Whenever your user will post any message from any Transactions of FI module in ECC they goto help->create support message
This will automatically fill the SAP Component
Secondly if they are posting from initial logon screen they can choose the value by pressing F4 in SAP component field
Hope it solves ur problem
Regards
Prakhar -
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
KumarI 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
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