Solman Background Job via REFRESH MESSAGE STATUS

[Former Member]

Hi,

I have a question regarding Solution Manager background job 'REFRESH MESSAGE STATUS'

I failed to schedule background job.

For thes reason, I referred te sap note1516780.

In that note, when I run the reports, there were many option like this,

1. "Include confirmed message" Select this option if you also want to synchronize confirmed messages from SAP with SAP Solution Manager

2. "Create new incidents" Select this option if you also want to create new messages from SAP in SAP Solution Manager Incident Management that were not entered in SAP Solution Manager orginally. (There messages must then be completed in SAP Solution Manager)

Actually, I don't know what is the difference between two options.

Please explain it.

Thanks.

[Former Member]

Hi Eunhwa,

1. "Include confirmed message" Select this option if you also want to synchronize confirmed messages from SAP with SAP Solution Manager

With this option, you are going to synch the OSS messages that have been confirmed. i.e. SAP resolved your query and you confirm the message. The confirmed message cannot be reopened.

2. "Create new incidents" Select this option if you also want to create new messages from SAP in SAP Solution Manager Incident Management that were not entered in SAP Solution Manager orginally. (There messages must then be completed in SAP Solution Manager)

With this option, if someone opens up an OSS directly using support.sap.com. The incident in solman will get created automatically using the job Refresh Message Status.

Regards

Aditya Khorana

[Former Member]

Thanks Aditya

If then, I have an additional question regarding first answer.

Is the oss meesaages that have be confirmed are created in solution message in ITSM?

Best Regards,

Eunhwa

[Former Member]

Eunhwa,

As far as I know, the confirmed message will not create a new ticket in the solman and also the might fail as there is no open ticket to update the same.

Please have a look at SAP note 1789671 and let me know if its helpful

Regards

Aditya Khorana

[VJain]

"Include confirmed message" Select this option if you also want to synchronize confirmed messages from SAP with SAP Solution Manager

This option include all the confirmed messages from Service marketplace to Solution Manager system. If you don't want confirmed messages to get then don't use this option.

Whereas

"Create new incidents" Select this option if you also want to create new messages from SAP in SAP Solution Manager Incident Management that were not entered in SAP Solution Manager originally.

This option is if incident is created from Service Marketplace then it will also get copied into Solution Manager system.

Please also check the variant section of my KBA:

1789671 - "Refresh Message Status" Job in Solution Manager Canceled with "Too many entries in lock table AIC_ICT_LOCK_UPD" Error

https://bosap-support.wdf.sap.corp/sap/support/notes/1789671

I hope this will help.

Thanks

Vikram