Trex configuration for Service desk

Hi All,
After installation of TREX server on solution manager server, when i run SAF
Search Engine Name :STANDARD
i am getting SAF overview in error mode. then i try to check server engine status-->in side check info:"Error: Communication or other system error"
so i use guide to fix problem , then click on TEST, it gives DUMP as below.
Runtime Errors         CREATE_OBJECT_CLASS_NOT_FOUND
Except.                CX_SY_CREATE_OBJECT_ERROR
Date and Time          30.12.2008 17:36:24
Short text
     CREATE OBJECT: The class "CL_CRM_SAF_SE_TREX_AB" was not found.
Please help.
Regards
Andrew

Hi ,
I applied Note 1124452 . and reconfig. Trex in solman SAF tool settings.hope this will help you.
Andrew

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New componant list for service desk in Solution manager.

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Hello Waseem,
Actually I want to configure a list of Customise component in side solution manager for incident management.( service desk)
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No users are shown for Service Desk functionality in SOLMAN 4.0

Hello!
I would like to set up the business partners for Service Desk in SAP Solution Manager.
If I choose the solution and execute "Edit --> Create Business partner" for the SAP R/3 4.7 then I get the warning no users are shown under the system.
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Thank you very much!
The problem is solved!
Im my case was necessary to apply SAP Note 1055630.
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No users are shown for Service Desk functionality in SOLMAN

Hello!
I would like to set up the business partners for Service Desk in SAP Solution Manager.
If I choose the solution and execute "Edit --> Create Business partner"
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Especially for the SAP R/3 4.7 system it is the case.
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Hi,
Answering your question!
Ans. 1. Either user should have SAP_ALL + S_RFC.. it is very important to have S_RFC object. SAP excluded S_RFC from SAP_ALL for the security reason.
or , any user should have authority to create and delete users + S_RFC, S_RFCACL & S_T-CODE.. I just did my setup, so I remember after searching for long long....
Ans. 2. you need the following RFC's for sattelite system;
>>> SM_<SID>CLNT(CLIENT#)_READ
>>> SM_<SID>CLNT(CLIENT#)_TRUSTED
>>> SM_<SID>CLNT(CLIENT#)_TMW
you should see them in solman sm59.... make sure you use proper user with proper OBJECT. other wise, u'll see bunch of dumps every hour.. Let me know if you need any other help!!
Thanks,
I hope this will fix your problem

Tables for Service Desk Org Structure

Dear Colleagues,
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Edited by: PK on Apr 8, 2010 1:41 PM

Hi PK
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Who generally configures the Service Desk?

Who generally configures the Service Desk, Basis or configurers?
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Dear Friend,
It is a team of consultant who configures.
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Edited by: Prakhar Saxena on Sep 16, 2008 9:02 AM

Create new components for service desk

Hi All,
For Service Desk, to use it for non-SAP components, we are planning to create new Z* components. Can some one tell me how to do it? From reading through the messages, I can see that adding entries to tables - dswp_csncomp and dswpcsncomptxt should be able to create the components. When I tried going to SM30 and provided these table names, its not letting me maintain the tables. When i click Maintain, it gives me the message - "The called function with the view/table DSWPCSNCOMPTXT needs a special maintenance dialog which, however, either does not exist at all, or does not exist completely" - Can some one tell me how this can be done - please ?
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Hi Jim,
It is sap hierarchy you can't edit it and the thread you are referring to
it is a development they have talked about which i have told you earlier itself but that will create a problem during upgrades and you need to test it everytime after upgrade so you need to check before to go for that development.
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like printer not working etc
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Number range for service desk

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thx

Hi Galan,
I'd post the answer but the forum nanny is saying I have posted forbidden words and phrases. Even though it was just a frew quick sentences.
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How can I use org structure for service desk?
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Hello Nikhil,
I read this thread in context to similar problem I am facing.
I have explained my problem in thread Multiple Message Processors in IB52 for partner determination rule 13200137
I need to define an access sequence which will determine my processor automatically.
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Hi Varghese,
At the moment, I am using only CRM_DNO_MONITOR.
However, I do hear abot BI reports being possible; I raised a query too, but didn't get a reply.
If you have the time you may like to explore the thread referred in my query [thread|BI Reports for Service Desk - any pointers, insights, experience please!;.
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Srini

Mail configuration in service desk

Hi,
I am trying to configure Service Desk Scenario in Solution Mananger 4.0.I have done the required configuration to send mail during the status change of messages,ie during 'In Process','Customer Action' 'Confirmed'..etc.I am getting the mails only when the status is changed for the first time,ie either to 'In Process','Customer Action' 'Confirmed',but if i change it again,say to customer action mails are not getting triggered.What could be the reason.
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Cherry

You need to create a start condition.
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Click GoTo > Start Conditions
Click the Create Icon
Object Type: BOR Object
Business Object:2000116
Click "Click here to create new condition"
Select "User Status" for the left hand side, set the operator to "equals" then for the Constant search for the "SLFN0001" ones.
Make it look something like the following: This one send an email to the Support Team if the status is New or Confirmed.
&CRM Service Process.User Status& = E0001SLFN0001
or
&CRM Service Process.User Status& = E0008SLFN0001
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E0002 is In Process
E0003 is Customer Action
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Configuration of service desk on solution manager 4.0

hi all
plz tell me how to configure service desk on sol 4.0
The available guides for 3.2 is not helping for 4..
plz tell me from wer i can get a proper guide ...
Thank you

Hi,
Congrats that you are into Solman 4.0 We have got Hardship ahead.
As first thing you need to Define Service Desk Destination in the Solution Manager.
then define number range for message types.
Also take care that your IBase componants are intalled, Create Business partners.
This will enable you to create support message and keep exploring.
In the process if you get any runtime error you may need to apply some patches.
Hope this will help you.
Feel free to revert back i hope i can help you.
--Ragu

Smart Form for Service Desk

Hey All
I have a pretty simple question to ask to anyone who has configured Service Desk. Actually i want to send the End User an email whenever the status of the message he created is changed to User Feedback. Am doing it currently with the help of an action. What I am not sure of is which Smart Form is best for this purpose. Currently I am using this :
Form Name: CRM_SLFN_ORDER_SERVICE_01
Processing Class: CL_DOC_PROCESSING_CRM_ORDER
Processing Method: CRM_SRVORDER_EXEC_SMART_FORM
The problem is that the form usually only contains the first description entered in the message. I want it to have complete correspondence ie all the descriptions, reply and solutions that are there in the message.
Regards
Bilal Nazir

Hi Bilal,
We copied the standard Form: CRM_SLFN_ORDER_SERVICE_01 and made some modifications to it to fit our needs. We wanted to display all text types in the description field and to display it in descending order by date and time.
Here's the code that we created:
Create Structure and Table type below:
1. Structure: ZTEXT_HEADER_01
Description: Text header for ZRMD_ORDER
Component Component Type Data type Length Decimal Short text
TDOBJECT TDOBJECT CHAR 10 0 Texts: application object
TDID TDID CHAR 4 0 Text ID
TDTEXT TDTEXT CHAR 30 0 Short text
TDLINE TDLINE CHAR 132 0 Text line
TDFDATE TDFDATE DATS 8 0 Date creat
TDFTIME TDFTIME TIMS 6 0 Time Created
2. Table Type: ZTEXT_HEADER_01_TAB
Short text : Table of Text header for ZRMD_ORDER
Line type: ZTEXT_HEADER_01.
At Global definition:
- Add Variables: (table below)
Variable name Type assignment Associated type Default value
ZGT_TEXT TYPE CRMT_TEXT_WRKT
ZGS_TEXT TYPE CRMT_TEXT_WRK
ZGT_TEXT_HEADER TYPE ZTEXT_HEADER_01_TAB
ZGS_TEXT_HEADER TYPE ZTEXT_HEADER_01
ZTDLINE TYPE TLINE
ZGV_DISABLE_TEXT TYPE C Y
- At the Initialization routine: Add the logics to get the long text right after saved the support message. Store long text into buffer (internal table - GT_TEXT_HEADER) and format it, sort the internal table descending by date and time.
Build the Long text for out put
 data: ZLT_ttxit TYPE TTXIT.
Spread out the text line for this
 refresh: ZGT_TEXT,
 ZGT_TEXT_HEADER.
 ZGT_TEXT[] = gt_text[].
 Delete ZGT_TEXT where ( STXH-TDID = 'SUZZ' OR STXH-TDID = 'ZZ'
 OR STXH-TDID = 'SUSD' OR STXH-TDID = 'SD').
Sort descending by date and time
sort ZGT_TEXT descending by STXH-TDFDATE
 STXH-TDFTIME.
Build the Text header table
loop at ZGT_TEXT into ZGS_TEXT.
 clear ZGS_TEXT_HEADER.
 Text ID
 ZGS_TEXT_HEADER-TDID = ZGS_TEXT-STXH-TDID.
 Text Title
 READ TABLE gt_textid INTO ZLT_ttxit
 WITH KEY TDID = ZGS_TEXT-STXH-TDID.
 IF SY-SUBRC = 0.
 ZGS_TEXT_HEADER-TDTEXT = ZLT_ttxit-TDTEXT.
 ENDIF.
 Time and date
 ZGS_TEXT_HEADER-TDFDATE = ZGS_TEXT-STXH-TDFDATE.
 ZGS_TEXT_HEADER-TDFTIME = ZGS_TEXT-STXH-TDFTIME.
 append ZGS_TEXT_HEADER to ZGT_TEXT_HEADER.
 clear ZGS_TEXT_HEADER.
 Detail:
 loop at ZGS_TEXT-LINES into ZTDLINE.
 ZGS_TEXT_HEADER-TDLINE = ZTDLINE-TDLINE.
 append ZGS_TEXT_HEADER TO ZGT_TEXT_HEADER.
 endloop.
 Make separated line
 clear ZGS_TEXT_HEADER.
 append ZGS_TEXT_HEADER to ZGT_TEXT_HEADER.
endloop.
1.Add component under Main Main Window named NEW_TEXT (New Text for Text Header) to display title: Long texts
2.Add under Main Main Window new loop named NEW_TEXT_HEADER_LOOP (Transaction Header Long Texts) to display long text details for each of difference text ID.
 This loop is using the internal table GT_TEXT_HEADER:
- Print out the Text ID, Date, time changed at the Text:
NEW_TEXT_HEADER_TEXTID_DESC
- Print out the Details of long text at text NEW_TEXT_HEADER_TEXTID_DATA.
3.Skip the old logics of printout of long text by set condition ZGV_DISABLE_TEXT <> Y. At the following component under Main Main Window :
- TEXT_HEADER_LOOP - Transaction Header Long Texts.
- GET_TEXTID_TEXT - Text ID Description.
- TEXT_HEADER_TEXTID_DESC - Text ID Description, Date.
- TEXT_HEADER_TEXTID_DATA - Long Text
- TEXT_HEADER_EMPTY_LINE - Blank Line.
The formatting didn't work properly for the tables in this reply section, it's removing the spaces.
Let me know if it was helpful.
Regards,
Salpi
Note: This documentation/code is delivered as is, and Bombardier Aerospace makes no warranty as to its accuracy or use. Any use of this documentation/code is at the risk of the user.

Trex configuration for Service desk

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