ITSM and Support Messages in ECC

[former_member605808]

Messages open in the ECC by menu Help -> Create Support Message are created in the Incident Management but with the classification Support Notification.

We need the tickets opened in ECC are automatically classified as Incident.

What setting should be performed so that the messages open in the SAP ECC are automatically opened with the classification "Incident" in ITSM?

Thanks,

Viviane

[Former Member · Accepted solution]

Hello,

Please try to verify if the correct transaction type was assigned to PROCESS_TYPE. The default type is SMIN.

There in Solman instance, in SPRO t-code, browse for: SAP Solution Manager > Capabilities (Optional) > IT Service Management > Transactions > Specify Several Transaction Types > Specify Transaction Type

Check the value assigned to the line "PROCESS_TYPE". It should be SMIN or its Z-version in case you have created it during the SOLMAN_SETUP steps.

Then go back one step and open Classify Transaction Type. Check if the same transaction type was assigned as standard.

In case everything is OK, perhaps the implementation of the BAdI BADI_DET_PROC_TYPE_FROM_DNO is missing. In the following SPRO path, there are some instructions on how to implement it: SAP Solution Manager > Capabilities (Optional) > IT Service Management > Transactions > Specify Target Transaction Type.

Regards,

Daniel

[Former Member]

Hello Viviane,

Please check the following link.

http://scn.sap.com/thread/3540792

couple of suggestions have been provided. Check if anyone fits your scenario.

Regards

Anand