Time updation for Support desk message and business calender working hours

Hi Experts,
I would like to know how to set the time updation of Support desk message in CRM_DNO_MONITOR. After i receive a new message in it, I can see the from timing and to timing (even after changing the status of message) as 00:00:00. Is there any standard job to automatically update the timing of message?
Also i would like to know, how to set the working hours for various days. Lets say i want to set my business hours for Monday from 10am to 6pm and for Tuesday as 9am to 5pm.
Suitable points will be rewarded.
Thanks in advance,
Naresh Dodeja.

Hi,
The reason is "created by me" selects the role "Creator" of a message/notification.
There are three roles "Creator", "Contact" or "Reporter" and "Responsible" or "Processor".
The creator is identified by his user name and the others by their BP-ID.
Therefore using the report "created by me" does not work if your users are defined for BPgen only.
That it works you have additionally to define in BP the role "BUP003 - Employee".
You find in the transaction BP for "BUP003 - Employee" in the tab "identfication" a field "User Name".
If you enter the User-ID the user has in the Solution Manager then it works.
Good look!
Best regards,
Adelbert

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Customize screen for Support Desk Message

Hi all,
I want to customize the screen layout of a Support Desk Message.
In the standard Screen Profile of a Support Desk Message you can select a subject. When selecting a subject, you are selecting a Code. I want to add an extra selection field above the Subject field. For example "Main Subject". And the Main Subject should display the Code Group. When people select the Main Subject first (Code Group), than only subjects (codes) are visible which belongs to that Main Subject. Could somebody help me out here.

Hi Piets!!
Looking for your post and your requirement, you can't do this screen layout modification. It required use a ABAP techiniqué like a SCREEN EXIT or modify a standard screen.
Using a standards customizing, you can put a specific subscreen (a screen into a specific tab) or disable a screen. For all this cases you need tell how you access the message (for TA. CRM_DNO_MONITOR or TA. RNOTIFWL) because there are two diferents paths to configure in the IMG.
Regards
Issac Ohasi
SAP Solution Manager Consultant
São Paulo - Brazil

Use of two different Transcations for Support Desk Message

Hi All,
I am using Service Desk Support Message Transaction SLFN
Now to do some customizing i have copied SLFN to ZLFN and made some changes to Status and Date Profile.
I have added this transaction ZLFN into the PROCESS_TYPE field value in the Transaction code: DNO_CUST04
Query:
Is there a way to use both the transaction type SLFN and ZLFN, as SLFN is being used for another project in the same system.
Please suggest.
Regards,
Pradeep L

Hi Pradeep L,
Before support package 18 of the SAP Solution manager, the service desk does not support multiple transaction type. So when you create a notification, you can not select transaction type. That means you can not use two transaction type in one service desk.
But in Support package 18 and later version, the service desk will support multiple transaction type.
Support package 18 will be released to customer soon. Most probabily , the end of this month.
Best regards,
Lament

Automation of support desk message for an newly generated BP number

Hi,
I need an application that when an BP number is generated in solution manager automatically some support desk messages have to created and have to assign different ids.
How to automate this.

Hello Kiran,
The only way this could be achieved is through the use of BADI....You need to find a BADI which triggers on sucessfull save of a business partner....
Within this BADI, you need to do a lot of coding which woould in turn create support desk message for you.....and this requires a lot of CRM technical know-how..
Inspire ppl by rewarding !!
Regards,
Anand

I have a problem with my Iphone 4s since I did my first update at your Itunes, the bluetooth and the WiFi it is not workinhg anymore. It is sad that companies like apple are not able to support thier sofware and business. I went to a apple store at Sout

I have a problem with my Iphone 4s since I did my first update at your Itunes, the bluetooth and the WiFi it is not workinhg anymore.
It is sad that companies like apple are not able to support thier sofware and business.
I went to a apple store at South Park, Charlotte NC,
and found out the worst customer service (in my case)
They don't have answers and don't understand about "dont let any customer go away sad or mad"
I explain to them that I did everything they said to fix the problem, even to dounload the iOS 6.1.3
that was supposed to fix the problem.
they said fix the problem in other phones but not in mine.
So here I am with no wifi and bluetooth, with apple technicians and experts that don't know what to do with the problem that the sofware they developed cause in my iphone 4s.
and the solution is for me to pay $199.00 US dollars for a problem that I did not cause.
wich means to buy something else from apple to fix a problem that it is not my fault.
Great! what a convenient solution.
I would like to have an answer from you guys and see if someone there have a better answer for me that shows support, values and integrity as a grest company with solutions for your customers.
Dont think that I want a new phone, I want mine fixed if is possible.
Thank you very much and God Bless you!

Apple isnt here. this is a user based forum for technical questions. The solution is to restart, reset, and restore as new which is in the manual after that get it replaced for hard ware failure. if your within your one year warranty its replaced if it is out of the warranty then it is 199$

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No promises but a System Reset is worth trying:
Hold down the on/off switch and the Home button simultaneously until you see the Apple logo. Ignore the "Slide to power off" text if it appears.
A System Reset does not remove any apps, music, movies, etc. nor does it cause any settings to revert back to default.
Also, you might wish to download the iPad-2 User Guide. Pay special attention to page 162. Note that this Guide also applies to the iPad-1 with IOS 4.3 except for those functions that are not supported by the hardware.
http://support.apple.com/manuals/#ipad
Finally, the User Guide can be downloaded at no charge via iBooks and a less comprehensive version of the Guide is included as a Safari bookmark.

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Just what do you not understand?
Did you try:
Try to restore from another known-good computer and network.
Error 3014
This error occurs when iTunes can't reach gs.apple.com in a timely fashion. Follow the steps below to contact the iOS software update server gs.apple.com.
Unable to contact the iOS software update server gs.apple.com
Error 1004, 1013, 1638, 3014, 3194: These errors may be the result of the connection to gs.apple.com being redirected or blocked. Follow these steps to resolve these errors:
Install the latest version of iTunes.
Check security software and ensure that communication to gs.apple.com is allowed. Follow these stepsfor assistance with security software.
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Try to restore from another known-good computer and network.
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Apple Retail Store - Genius Bar

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

To Add additinal feilds in the Standard Support Desk message screen

Hello Experts,
                    The requirement is to add the attachment feild in the support desk message screen in the Fast track tab , although in the transaction tab already the document option is available for attachments the end user's want it in intial screen
    I think this can be done EASY ENHANCEMENT WORKBENCH - EEWB but i have not worked with it,can anyone tell me about its working?....IS there any screen Exits or USer Exits available for the same?
IS it possible to do this?
if anyone has woked with this please give me your valuable suggestions.This is a urgent requirement give me a solution ASAP.
Thanks & Regards,
Mohana Priya

Hi Suzzane,
                 Thank you for sending me the useful link that gave me the steps to go ahead in EEWB.
Now i have created a object and extention in EEWB ,the it took me to the wizard automatically ,i followed up the notes in wizard and after it is completed, it shows a ERROR message as "Definition CRM_BTX_ADD_NEW_FIELDS is of the type 'TSK' and should run on an external system. This is not permissible. Only definitions of type 'SEQ' may be created for external systems."
The inputs that i gave in while creating Extention are :
1)EEW Businness object : BUSINESS_TRANSACTION ( i.e) CRM BUSINESS
TRANSACTION)
2)Extention type : ADD_NEW_FIELDS
The inputs that i gave in wizard inorder to add attachment as a new feild in CRMD_ORDER transaction are:
1) In step 2 of wizard to select thae business transaction type i choose service process and tried even business activity .
2) While defining the feild name, i gave Attachment as the feild name and choos check box.
then follwed with the rest of the steps and completed the wizard.
Now can you tell me,if the steps and the inputs that i gave are right or nt?
and what does the Error Message mean? i think it is some system settings ,how to resolve this ?
Please give me your suggestions ASAP.

From which table is the support desk message picked?

Hi Experts,
In CRM_DNO_MONITOR tcode, i want to know from where support desk message number picking from(from which table).i want where this support desk message number(number range) is maintained in SPRO.
steps i'm working out:
I'm executing CRN_DNO_MONITOR tcode with transaction number, after executing i double click on the details where it will display the details. Going to business transaction and click on create where it will display create business transaction options. Select Support Desk Message and click on create.
In the very next screen, it will display the support desk message number. I want to know from where this support desk message number is picking(table name or settings in spro).
Thanks,
Pawan

Hey pavan,
The tcode for number range maintancance is crmc_nr_ra_service.
Every number range has some number like 01, 02 03 assigned to it..
TO find out which number range your transaction type is using go to : Spro->Customer relationship managemnt->transaction type-> Selct the desired transac tion type and click on details:::
There you can find the number range assignment in field internal number range...
Revert for ny clarifications and plz do forget to reward if this post was usefull..

What is the concept of Support Desk Message?

Hi,
I have little knowledge about Support Desk Message, but not sure. Can somebody explain me in details or provide notes that can explain what is it and how the functionality is used? I would like to configure it in my solution manager. I need help here with step by step configuration.
Thanks,
I will post points for sure!!

Afi C,
The Service Desk can be used to set up efficient internal support for SAP-related error messages. End users can create error messages and send them to a central support organization working in the SAP Solution Manager. Here, the support employees can use advanced tools to process the error messages and deliver fast problem resolution, for example:
     · Message processing
          ○ Create error messages
          ○ Create internal notes
          ○ Record calls
          ○ Communicate per e-mail, SAPOffice or fax for the status update
          ○ Search for SAP Notes directly in the SAP Service Marketplace
          ○ Inquiry in an internal Solution Database
          ○ Send a message to SAP Support
          ○ Receive an answer from SAP Support
          ○ Implement SAP Notes with the SAP Note Assistant
     · SAP Notes search and automatic implementation of SAP Notes (and dependent Notes) using the SAP Note Assistant
     · Interface between Service Desk and a Third Party Call Tracking System
     · Solution database for knowledge management
You can have more info about SolMan in http://service.sap.com/solutionmanager.
Hope it helps.
Regards,
Raquel Cunha

BI content for Support Desk (Solman)

Hi all,
 What are the standard infoprovides (Cube and ODS) available for Support desk (solman). Where can i find the BI content for reports, cube for support desk alone.
Thanks in advance.
Regards,
PM

HI,
You can goto Business Content InfoProviders by InfoAreas rtside Customer Relationship ManagementCRM Analytics--Service Analyses.
In the same way you can select for other objects also..ie Query,infoobjects,Infosources...
Mostly these were the ICUBE and ODS used,
Confirmations (Header Data) 0CRM_CNFH
Confirmations (Item Data) 0CRM_CNFI
Data for Service Codes 0CRM_COD
Service Orders: Header Data 0CRM_PROH
Service Orders: Item Data 0CRM_PROI
Service Quotations (Header Data) 0CRM_QUTH
Service Quotations (Item Data) 0CRM_QUTI
Confirmations (Item Data) - Reference Update 0CRM_RUCF
Service Orders: Item Data (Reference Update) 0CRM_RUOI
Service Orders and Confirmations: Item Data 0CRM_PRI
Service Orders and Confirmations: Header Data 0CSRV_C11
Service Orders and Confirmations: Header Data 0CSRVMP07
Service Orders and Confirmations: Item Data 0CSRVMP08
and these 2 were the MProviders used..
Hope this helps you...

Error while creating change request via solman support desk message

I have configured CHARM and my change req. is working for urgent correction, I have tested the entire workflow.
however when i try to create a new change req. via support desk message --> create a change request open
I get following error
An action was terminated due to an exceptional situation.
Message no. SOCM_ACTION_LOG 090
Diagnosis
An exception has been triggered in PPF action processing.
System Response
Action processing has been terminated. The status of the transaction is still incorrect.
Procedure
You cannot execute the action until the cause of the error has been removed.
The error messages will be kept until the transaction is next checked for subsequent analysis.
Procedure for System Administration
If necessary, analyze other messages in the application log for the incorrect transaction. To analyze the termination, you can activate the breakpoints in the checkpoint group socm_exception.
Additional Information:
Exception CX_SOCM_PRECONDITION_VIOLATED occurred (program:
CL_HF_HELPER==================CP, include:
CL_HF_HELPER==================CM00A, line: 29).
pls help

Hi Yunus,
Your probably have changed the transaction type SLFN to a the customer namespace Z or Y. If this is the case you MUST also "Define Mapping Rules for Copy Control".
Goto SPRO -> SAP Solution Manager -> Scenario-Specific Settings -> Change Management -> Change Request Management -> Extended Configuration -> Change Transaction -> Change Transaction Types -> Copy Control for Change Request Management -> Define Mapping Rules for Copy Control.
Once at this point in the IMG make a copy of SLFN -> ZLFN. This will resolve your problem.
Kind regards,
Latief

Create support desk message through "Help"

Dear friends,
I am creating support desk message in my Sol Man system through "Help" menu. At that time, system automatically calling transaction type "SLF1".
Now i have created the new transaction type "ZZSL" by copying from SLF1.
Now i want the system to call the new transaction type "ZZSL", when i create a support ticket through "Help".
How to enable this?
Please guide me on this.
Regadrs
Senthil

Dear Anand,
Thank you for the reply. But this one will work, if i create a support desk message through t.code NOTIF_CREATE.
But i am NOT creating the support desk message through the transaction NOTIF_CREATE.
I think you are of aware of creating the support desk message through "Help" menu.
At that time i want to link transaction type "ZZSL".
or..can u give u mail ID ..i will send the screen shots
Senthil

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

Time updation for Support desk message and business calender working hours

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