What is support desk tool?

Dear SAP Experts,
What is support desk tool?
And How can I execute it?
Thanks and Best Regards,
Zilla

Hello Zila,
Support desk tool is an application that check the configuration of your system and collect informationabout your SAP NetWeaver BI installation.
There is a note that explains this as well as how to execute it. Please, see 937697.
I hope this helps you.
Kind regards,
Blanca

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Error in deployed compoents when running diagnostics & support desk tool

when I run netweaver Business Explorer diagnostics & support desk tool
I got error in "deployed components".
the message says:
"The SCA 'BI-BASE-S' (7.00 SPS 9, patch level #0) is a invalid combination of version/support package with your WebAS ABAP system (7.00 19)"
the solution says
"Ensure that both your WebAS Java and your WebAS ABAP have a valid combination of version and support package stack level. Please note that beginning from BI SP 11, the versioning scheme of BI ABAP SPs has changed"
then I was referred to note 1013369 and 1163789. then which SCA file SPS/patch do I need for ABAP SPS19?
what do I need to do? and how do I do this? my basis guy need advice.
George

Hello George,
To correct this issue ensure that both your WebAS Java and your WebAS ABAP have a valid combination of version and support package stack level.
Also you can check the note 1013369 - SAP NetWeaver 7.0 BI - intermediate Support Packages
and check the compatibility table.
I hope that this can help you.
Kind regards
Diego Ferrary

ADS error in bi diagnostic and support desk tool

Hi
I have done the configuration for ADS acoording to confign guide.I am getting the error in export check(PDF lib,ADS,...) in bi diagnostic and support desk tool.
ERROR:com.adobe.ProcessingException:the rules specified requires return pdf or render named:node does not exist.
Also when i check with report FP_CHECK_DESTINATION_SERVICE i am getting the same error.
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Regards
Pranav

Hi, Pranav, we have hit this same problem, and the oss note is not supplying the answer, do you remember what the answer was?
Would appreciate the help.
Thanks.
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BI : Diagnostic and support desk tool

Hello
I'm currently using BI7.0 SP9 and the support desk tool version 0.370.
I have a current red light that i'm not able to solve :
URLs Prefixes Customized on Both J2EE and ABAP Side
and the long text is :
The URL for ABAP customizing table RSPOR_T_PORTAL: http://cod..airliquide.com:50100 is not compatible with the URL for URL with which you call the WebAS Java: http://cod:50100
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The problem is not solved on this note.
I would like to know how to chanfe the URL in the abap part whan i call the java part to use the long name and included the domain on it ???
regards
François

Hello
closed
we have to use http://hostname.domainName:5XX00 instead of http://hostname:5XX00 to avoid such issue
François

What are the different tools(software) we used in support projects and avi

hi,
What are the different tools(software) we used in support projects(sap) and aviailable in market??/
Thanks,
bajee

Hey Bajee,
I believe you are talking about Ticketing tool used for AMS ( Application Management Support )....
There are several tools available for this by several vendors....
They are Magic Service desk, HP open view, BMC remedy, Peregrine help desk, SAP Solution Manager can also be used as support desk tool...
I hope that what you asked for and if its not then please clarify your questions !!
Inspire ppl by rewarding !!
Regards,
Anand

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

What is system admin- support - Support Desk - portal content directory .

what is System Admin -> Support -> Support Desk ->Portal content directory . why is this used for so that we can get any idea for which it is used, there are object and principal option which is like search criteria.

Hello Jaya,
You can find information about what portal content directory is in the following SAP documentation:
http://help.sap.com/saphelp_nw70ehp2/helpdata/en/45/a8029ecf140039e10000000a11466f/frameset.htm
I hope this helps you.
Regards,
Blanca

Safari browser version you are running does not support community tool bar. what's that mean and where is it coming from or how do I get rid of it ?

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That toolbar/ct plugin causes problems for all who install it!
Close Safari, then locate and delete the following files and it should be gone:
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/Library/Receipts/ctloader.pkg
/Library/Receipts/<Toolbar name>.pkg
/Library/Application Support/SIMBL/Plugins/CT2285220.bundle
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What happened to Microsoft Product Support Reporting Tool?

I was looking to examine the health of the Active Directory setup that I have inherited at my new position. I was going to download the Microsoft Product Support Reporting Tool to run some tests, but all of the links I could find are broken.
It seems to have been excized from the Microsoft website. The information page as well as direct download links are all missing.
I have searched for information relating to its retirement but found nothing.
Has this tool been removed permanetly? Is there a place I can get the last supported version?
Thanks
Derek

Hi,
Thanks for posting in the forum.
For some reasons, we should replace the MPSReport Tool. For details, please refer to the following article.
Tool: MPSreports replacement as of Oct. 8th, 2013
http://blogs.technet.com/b/yongrhee/archive/2013/10/16/tool-mpsreports-replacement-as-of-oct-6th-2013.aspx
Hope this helps.
Best Regards,
Andy Qi
TechNet Subscriber Support
If you are
TechNet Subscription user and have any feedback on our support quality, please send your feedback
here.
Andy Qi
TechNet Community Support

Email PDF smart form Support Desk

Hi SDN,
I'm working on support desk - solution manager, and i need to send the solution of the support message by email to the final user.
There is an standard action (SLF1 -SMSD_SERVICE_ORDER_DNO_OUTPUT) that sends the solution in pdf format by email, but we couldn't set the receivers online.
So, I'm using an "z" action that executes an smart form, and i would like to send the smart form in pdf format by the internet.
I'd like to use fm SO_DYNP_OBJECT_SEND, because the user must fill the receivers on-line
So far i have de OTF, and i know that i can make a conversion to pdf format, but i've the following problem
- the pdf in attach is empty, it may be because of the format, or may be i'm not using correctly this function.
Thanks in advance,
Maria João Rocha
      call function 'CONVERT_OTF'
        exporting
           format                = 'PDF'
        importing
          bin_filesize          = w_pdf_size
        tables
          otf                   = es_job_output_info-otfdata[]
          lines                 = t_pdf[]
        exceptions
          err_max_linewidth     = 1
          err_format            = 2
          err_conv_not_possible = 3
          err_bad_otf           = 4
          others                = 5.
* header
      wa_head-objnam = 'EMAIL'.
      wa_head-objdes = ls_output_options-tdtitle.
      wa_head-objnam = ls_output_options-tdtitle.
      wa_head-objla = sy-langu.
      wa_head-objsns = 'O'.
      wa_head-file_ext = 'TXT'.
      append wa_head to t_head.
      wa_packing_list-transf_bin = 'X'.
      wa_packing_list-head_start = 1.
      wa_packing_list-head_num = 0.
      wa_packing_list-body_start = 1.
      wa_packing_list-objtp = 'RAW'.
*      wa_packing_list-objtp = 'EXT'.
      wa_packing_list-objdes = ls_output_options-tdtitle.
      wa_packing_list-objla = sy-langu.
      wa_packing_list-objlen = w_pdf_size.
      wa_packing_list-file_ext = 'PDF'.
      append wa_packing_list to t_packing_list.
*---------- enviar o mail
      call function 'SO_DYNP_OBJECT_SEND'
        exporting
*            object_hd_change           = ls_output_options-tdtitle
          object_type                = 'RAW'
*            originator_type            = 'B'
*            originator                 = sy-uname
outbox_flag      = 'S'
        tables
*            objcont                    = t_text
*            receivers                  = t_receivers
          packing_list               = t_packing_list
          att_cont                   = t_cont
          att_head                   = t_head
        exceptions
          active_user_not_exist      = 1
          communication_failure      = 2
          component_not_available    = 3
          folder_not_exist           = 4
          folder_no_authorization    = 5
          forwarder_not_exist        = 6
          note_not_exist             = 7
          object_not_exist           = 8
          object_not_sent            = 9
          object_no_authorization    = 10
          object_type_not_exist      = 11
          operation_no_authorization = 12
          owner_not_exist            = 13
          parameter_error            = 14
          substitute_not_active      = 15
          substitute_not_defined     = 16
          system_failure             = 17
          too_much_receivers         = 18
          user_not_exist             = 19
          x_error                    = 20
          others                     = 21.
    endif.

Thanks for your reply.
I'm working on it, and Ive seen the SCOT documentation, so I've change my strategy.
Right now I'm using some of the methods of the BOR.
I think I've to code because I want a popup to introduce the list of the receivers and the mail body, and of course I want to attach a smart form on pdf format.
But I cant send the mail because of the error: Erro interno: SO_OBJECT_MIME_GET Exceção: 2
Can you help me on this? What Im doing wrong? What document class I need to use on the AttachmentType?
Thanks in advance.
Best regards,
Maria João Rocha
FUNCTION Z_MAIL_DIALOGO.
*"*"Interface local:
*" IMPORTING
*"     REFERENCE(TITULO) TYPE SOOD1-OBJDES OPTIONAL
*"     REFERENCE(FILE_SIZE) TYPE SOOD1-OBJLEN OPTIONAL
*" TABLES
*"      OTF TYPE TSFOTF OPTIONAL
*"      PDF STRUCTURE TLINE OPTIONAL
*"      CONTEXT TYPE SOLI_TAB OPTIONAL
* Makros für Zugriff aufs BOR
include <cntn01>.
*parameters: dialog like sonv-flag.
data: dialog like sonv-flag.
* Datendeklaration
data: message type swc_object.
data: recipient type swc_object.
data: recip_tab type swc_object occurs 1 with header line.
data: objkey like swotobjid-objkey.
data: content like soli-line occurs 0 with header line.
data: title(80).
data: persnumber like adcp-persnumber.
data: sent_to_all like sonv-flag,
      object_list like sosndinf occurs 1 with header line.
data: t_otf type standard table of ITCOO.
data: itab like soli occurs 0.
* Deklaration eines Containers
swc_container container.
* Message-Objekt anlegen
* * Neues Message-Objekt generieren
swc_create_object message 'Message' space.
swc_clear_container container.
if dialog = space.
* * Create w/o dialog
concatenate 'Mensagem Support Desk' sy-datum sy-uzeit into title
           separated by '/'.
swc_set_element container 'DOCUMENTTITLE' title.
swc_set_element container 'DOCUMENTNAME' 'Support Desk'.
* swc_set_element container 'DOCUMENTTYPE' 'INT'.
* swc_set_element container 'DOCUMENTTYPE' 'SCR'.
swc_set_element container 'DOCUMENTTYPE' 'OTF'.
swc_set_element container 'NO_DIALOG' 'X'.
else.
* * Create with dialog
swc_set_element container 'NO_DIALOG' ' '.
endif.
swc_call_method message 'Create' container.
perform error_handling(rssobcitest11).
* Create attachment (RAW document from internal table)
SWC_CLEAR_CONTAINER CONTAINER.
*att_bor_obj-objtype = 'MESSAGE'.
*swc_set_element container 'ATTACHMENT' pdf.
*swc_set_element container 'ATTACHMENT' otf.
swc_set_element container 'ATTACHMENT' context.
swc_set_element container 'ATTACHMENTTITLE' 'Anexo'.
swc_set_element container 'AttachmentType' 'OTF'.
*swc_set_element container 'DocumentSize' 0.
swc_set_element container 'DocumentSize' file_size.
*swc_set_table container 'DocumentContent' itab.
SWC_CALL_METHOD MESSAGE 'Attach' CONTAINER.
PERFORM ERROR_HANDLING(RSSOBCITEST11).
*SWC_CLEAR_CONTAINER CONTAINER.
*SWC_SET_ELEMENT CONTAINER 'EditorSettings' 'D'.
*SWC_SET_ELEMENT CONTAINER 'STARTING_AT_X' '5'.
*SWC_SET_ELEMENT CONTAINER 'STARTING_AT_Y' '5'.
*SWC_SET_ELEMENT CONTAINER 'EnableApplObjAttachments' 'X'.
*SWC_CALL_METHOD MESSAGE 'EditRecipientList' CONTAINER.
*PERFORM ERROR_HANDLING(RSSOBCITEST11).
* Einen Empfänger (interner Benutzer) automatisch hinzufügen
* Recipient-Objekt anlegen
swc_clear_container container.
swc_create_object recipient 'Recipient' space.
swc_set_element container 'AddressString' sy-uname.
swc_set_element container 'TypeId' 'B'.
swc_call_method recipient 'CreateAddress' container.
perform error_handling(rssobcitest11).
* Kopie des Recipient-Objekts anfügen
swc_clear_container container.
swc_set_element container 'NewRecipient' recipient.
swc_call_method message 'AddCopyOfRecipient' container.
perform error_handling(rssobcitest11).
* Outbox-Flag setzen
swc_clear_container container.
swc_set_element container 'OutboxFlag' 'X'.
swc_call_method message 'SetOutboxFlag' container.
perform error_handling(rssobcitest11).
* Empfängerliste editieren
swc_clear_container container.
swc_call_method message 'EditRecipientList' container.
perform error_handling(rssobcitest11).
swc_get_table container 'RecipientsInfo' object_list.
if sy-subrc = 8.
* Kopiertes Message-Objekt versenden
swc_clear_container container.
swc_call_method message 'Submit' container.
perform error_handling(rssobcitest11).
swc_get_table container 'RecipientsInfo' object_list.
endif.
swc_get_element container 'SentToAll' sent_to_all.
* Kopiertes Message-Objekt sichern
swc_clear_container container.
swc_call_method message 'Save' container.
perform error_handling(rssobcitest11).
* Protokollausgabe:
* Key des Message-Objekts ermitteln
*SWC_GET_OBJECT_KEY MESSAGE OBJKEY.
*WRITE: / 'Key des Messageobjekts', OBJKEY.
* Protokollausgabe:
perform write_recipient_info(rssobcitest11) tables object_list
                                            using sent_to_all.
* Freigeben der Referenzen
* MESSAGE-Objekt
swc_free_object message.
* RECIPIENT-Objekt
swc_free_object recipient.
commit work.
ENDFUNCTION.

Create a Support Desk Message from WEB

Hi All,
I am trying to create a web message from the web.
I am trying the following link:
http://dodsm.domain.com:8081/sap/bc/bsp/sap/dswp_create_msg?sap-client=<001>
I get a login screen into the web application server(webas). when i enter a valid user of the webas, it fails with the folowing message.
Logon failed
What has happened?
Call of URL http://dodsm.domain.com:8081/sap/bc/bsp/sap/dswp_create_msg terminated due to error in logon data.
Note
Logon performed in system SOL.
Logon performed for client <00, user j2ee_admin, and language EN.
Error Code: ICF-LE-http-c:<00-l:E-T:231-C:3-U:5-P:5-L:7
HTTP 401 - Unauthorized
Your SAP Internet Communication Framework Team
Please help. in the above i could see that i have entered the client as <001> where as the error says it is seeing only <00
any authorisation i am missing?

hi,
I want to place a button in the web template of bi 7, so that when the user clicks on the button i want to call bsp appliaction which creates the support desk ticket. so that the user can fill/edit and submit his support request.
Regards,
Shamila

Support desk configuration from portal

Hi all
is anybody configured sending message from support desk in portal to solution manager ?
i followed this link
http://help.sap.com/saphelp_nw04s/helpdata/en/84/91bfddb6c33246a6eae4d483749635/frameset.htm
i am getting 102 jco exeption error but i havent created any jco connection between potal and solution manager .
anybody knows here how the data was transmitted from portal to solution manager.
if possible can somebody points me to some configuration document to do so
Regards,
Vijay.
ps: i had successfully configured support desk scenerio for all the satellite system with abap stacks.

HI
thanks for your reply
i had already done that correction specified by you
The actual problem is with the firewall and after unblocking the firewall now i could able to test my system succesfully in portal landscape but still i could not able to send message from portal to solution manager as it is taking too long time and hanging at the end of transaction.
what could be the reason
any idea?
regards,
Vijay.
ps: i could able to send the message from portal to solution manager .i have still some issues with BP configuration.
Edited by: vijayakumar kanniah mohan on Oct 16, 2008 1:27 PM

Support desk queries on solution manager

Hi All
I have few queries on solution manager support desk functionality.
1.Is this the only way to create support desk message HELP-CREATE support desk Message from each individual system??
2.In our scenario,when we are creating the message we would like to assign component( it should be project specific component,not SAP specific component)...How to acieve this??
3.We have a requirement where the message has lot of status and fields and depending on the message processor I would like to control which status or field user should be able to view and work on...how to achieve this??
4.Need the way to send a message to the processor,as soon as his name appear as message processor.
5.I want to track all the persons involved in the message processing,how can I do this??
6.I want to use a different transaction type not the standard SLFN,so what configurations are needed??When I create a message it should automatically take properties of transaction type of newly created one??

Hello Dolores,
first of all thanks for that answer. I read it in the germany documentation help.
Here an extract:
+Anlegen von Support-Meldungen über NOTIF_CREATE
Mit der Transaktion NOTIF_CREATE können Benutzer, die in Satellitensystemen arbeiten, Meldungen anlegen und an den SAP Solution Manager versenden.
Vorgehensweise
Starten Sie Transaktion NOTIF_CREATE.
Geben Sie folgende Werte im Dialogfenster Anlegen einer Support Meldung ein:
Priorität
System/IBase-Komponente
Kurz- und Langtext
Um Anlagen anzuhängen, wählen Sie Registerkarte Anlagen.
Sichern Sie Ihre Eingaben.
Ergebnis
Sie haben eine Support-Meldung angelegt.+
Yesterday I search the internet for a note, but I didn't find one. So I'am happy now.
But now the next problem occurs. My next issue is about the SLD. The system cannot get the data from the satellites. I'am not sure, but I think our SLD isn't perfectly configuried. Do you have an "How To" or something like that?
regards
marc

Support Desk Message - Systems missing

Hi
I have configured all of my systems in SMSY and can use them successfully for CTS etc from Solution Manager.
When creating a new support desk message I want to be able to pick any of the systems in my landscape in the Attributes: System: and Client.
Why is it that all of my systems are not in this list when they are all configured the same in SMSY? I cannot see any reason why some are in the list and others are not.
ALL of my systems appear in the iBase list and can be chosen for the creation of a change request, but they do not ALL appear in the Systems list for creating a support message or for creating a job in the Job manager.
Any ideas welcome.
Regards
Marina
Edited by: Marina Walden on Apr 18, 2011 10:03 AM

Thanks - I had followed the configuration.
I don't really understand what you mean by
"Also ensure the missing systems actually have the stauts "Put in Solution" in the solution they are contained."
When I look in SMSYmy Solution contains all of my logical components, all of the logical components are "active". The Product systems are defined as expected & I cannot see any difference between the ones which appear in the list and those that don't. I cannot see the "put in solution" status you mentioned - is this for the solution, the logical component or the product system?
Edited by: Marina Walden on Apr 18, 2011 4:36 PM

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

What is support desk tool?

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