Problem in Service Desk ITSM in SOLMAN 7.1

[former_member1318996]

Dear Experts,

I have facing a problem in ITSM Service desk configration.Almost configration part is complete but whn my end user raise a ticket

it is not showing me in SOLMAN_WORKCENTER.I have assign the role for both side processor & keyuser role.

Please help.

Rgds

Sudarshan

[Former Member]

Hello Sudarshan,

Also check note 2017425 - Why does search of incidents not return any results? - Solution Manager

BR,

K.

[prakhar_saxena]

Hi Sudarshan,

have you created a support team and set it determination as per below blogs

http://scn.sap.com/people/dolores.correa/blog/2007/10/06/service-desk-support-team-determination

once you do above the ticket is assigned to support team and filled in the incident/ticket.

further, the team assigned ....its member can view that in their own queues

hope this clarifies & resolves

Thanks

Prakhar

[VJain]

Hi Sudarshan,

So no messages showing up in SOLMAN_WORKCENTER? Not in CRM_UI? Do u know the Incident number you have cerated and check manual search?

Thanks

Vikram

[prakhar_saxena]

Hi Sudarshan,

work center are user specific which means if you name is there in any field of the ticket then only it shows in the workcenter view like CREATED(1) - i.e. you have requested one incident and it is in created status

Thus, you need to goto sm_crm and search for all ticket posted by your known reporter. Then check if your ID is fill in the ticket if not assign this to your self and save it.

further this will appear in your incident workcenter.

Also, if this is assign to your team automatically and you have your BP assigned to that BP then also in the my team ticket this is visible for you

hope this clarifies if not let me know further

Thanks

Prakhar

[former_member1318996]

Hi Prakhar,

In your comment : " if this is assign to your team automatically and you have your BP assigned to that BP then also in the my team ticket this is visible for you"  

But how user is assign the ticket to team member & how i am map the team member bp in a group.

Please help if you have a document for that .

Thanks

Sudarshan

[Former Member]

Hi,

For processor try in crm_ui or sm_crm transaction code Select the correct business role and check for the messages.

Regards,

SKumar

[former_member1318996]

Dear Sir,

Not showing in CRM_UI ...

Rgds

Sudarshan

[prakhar_saxena]

Hi Sudarshan

Have you maintained transaction type in dno_cust04 table with PROCESS_TYPE = SMIN or ZMIN etc

Do you have proper access?

Can you check with SAP all and see the ticket by searching with ticket no.

Thanks

Prakhar

[former_member1318996]

Hi Prakhar,

Yes i have maintained the Transaction type ZSIM.

Rgds

Sudarshan

[prakhar_saxena]

have you also search based upon the transaction/incident no. in the search criteria

??

[former_member1318996]

Yes after search with no input will show all the incidents.

[Former Member]

Hell,

Please check if ticked was created using tcode crmd_order.

BR,

K.