Service Message: Sold-to-Party empty (solman 4.0)

[Former Member]

I created a message (Help > Create message...) and it works perfect, except for the Sold-to-Party. This field is still empty.

The sold-to-party (partner) determination is based on an iBase.

In Tcode: ib52, iBase 1 the structure looks like:

- Solution Manager Installation

-- Service Desk

--- Sap Systems

• When I assign an sold-to-party by selecting Solution Manager Installation. No support Team will be assigned to new messages.

• When I assign an sold-to-party by selecting Sap Systems, the Support team field is filled.

However, in both situations the Sold-to-Party is empty.

When i open an message, the IBase / Component field is 0. Shouldn't this be 1?

If so, how to solve this?

[DoloresCorrea · Accepted solution]

Hello Remco,

When you create a message with /notif _create, do you get a list of the availbale

System/Ibase?

Please in IB52, go in the left tree not to Solution Manager Installation level, go to

system level, choose the system and Goto->Partner->Enter only sold-to-party BP.

For the Support team determination look note

616946 Support Desk: Support Team determination via SAP component.

Best regards,

Dolores

[Former Member · Accepted solution]

- notif_create gives me "no autorization" when selecting IBase. (autorization: SAP_ALL, SAP_NEW)

- In IB52 I selected the system level and assigned only a sold-to-party BP. (Sold-to-Party is an organizational unit). In this case, the Support Team works, but i will check the note.

• Sold-to-party still emtpy

[DoloresCorrea · Accepted solution]

Hello Remco,

Could you please send me by mail to d.correa@sap.com the screens of /nnotif_create, message error you get.

Also IB52, select the system and GOto->Partner, a screen with a support message with the values for Sold-to-party, Fast entry tab.

This must work ok

Best regards,

Dolores

[raquel_pereiradacunha · Accepted solution]

Hello,

first of all, if you don't have autorization to select an Ibase, it does not matter if you included the correct partner sold-to-party in the correct ibase component, because then you cannot select the Ibase component when creating the message.

When you execute IB52, you have to see all the IBase components of your system landscape, which means all clients of all systems. If you did not configure the Logical Components correctly and did not execute the Initial IBase Transfer, you will not have your IBase complete.

You have to include the sold-to-party in the same component you will select when you create your message. If you include a sold-to-party in the node of DEV, but not in the node of DEV 100, for example, and select that the message regards client 100 of DEV, the sold-to-party will not be determined, because it is assigned to the number of the Ibase component of DEV 100.

The IBase authorization is included in SAP_ALL with *, I do not understand why you have no authorization for this field.

Hope I could give you any help,

Raquel Cunha

[Former Member · Accepted solution]

- First of all, i have autorization SAP_ALL and SAP_NEW.

- I only get the error "no authorization" when using notif_create.

See bottom of the screen in <a href="http://www.le-romarin.nl/domains/sapscreen/notif_create.gif">this screenshot</a>

- When creating a support message via help -> Create support message, no error, no problem, except no sold-to party. See <a href="http://www.le-romarin.nl/domains/sapscreen/support_message.gif">this screenshot</a>

- When i execute IB52, i can select IBase 1 and it is possible to assign a Sold-to-party. See <a href="http://www.le-romarin.nl/domains/sapscreen/ib52.gif">this screenshot</a>

- In Tcode PFAC, rule: 13200137 (CRM_DNO_1), i assigned SAP component from A* to Z*.

Hope you see something strange in the screenshots...

[raquel_pereiradacunha · Accepted solution]

Hello Remco,

I understand that you have the authorization error only in NOTIF_CREATE, because this error message is generated by a check in the IBase authorization object inside the program of NOTIF_CREATE. As this autorization object is part of SAP_ALL, and part of the standard roles for Service Desk as well, I don't understand why you have the error, as I mentioned before. Maybe it is because you do not have any IBase component in your IBase.

As I could see in the screenshot, you are creating messages from a satellite and this message is arriving in your Service Desk without the Ibase component number, which means that Service Desk cannot determine which ibase component (system/client) was the source of the message. It is not only the Sold-to-Party which is missing. Did you execute the Initial Data Transfer and have all the Ibase components (all clients) in IB52?

From your screenshot I saw that you don't have your systems defined in your Ibase, so you don't have any component number assigned to any client, and the message is created in a specific client.

You must have the ibase components complete, which means execute Initial Database Transfer from SOLUTION_MANAGER as soon as you have your system landscape complete with your logical components in SMSY.

Then, you have to include the sold-to-party assigned to the ibase components. You also should include in the business partners of the key users the identification of each system where they will create messages. I don't know if you have done that.

The Rule 13200137 you mentioned is for Support Team determination based on SAP Component. Your Sold-to-Party is determined via IBase.

Regards,

Raquel.

[Former Member · Accepted solution]

- I created message from satellite and sol.man itself.

<b>- One problem solved: IBase/component is filled</b>

There was indeed a problem with the IBase components.

I just added in tcode SMSY the logical components and executed the Initial Data Transfer.

In the support message the Ibase/component is now filled, see <a href="http://www.le-romarin.nl/domains/sapscreen/support_message2.gif">screenshot Support Message</a>

- The sold-to-party is still empty.

In IB52 a sold-to-party is assigned to the component, see <a href="http://www.le-romarin.nl/domains/sapscreen/ib52-2.gif">screenshot ib52</a>.

However, the sold-to-party is still empty.

In BP -> identification tab, the identification numbers are filled, this should be oke.

More suggestions are welcome...

[DoloresCorrea · Accepted solution]

Hi Renco,

IB52 screen looks not correct, see my mail.

Best regards,

Dolores

[Former Member · Accepted solution]

Sorry, but i haven't received any..

Please send it again, (cc to: remco@le-romarin.nl )

thx

[Former Member · Accepted solution]

Looks like the problem is solved.

We changed some settings in:

IMG -> Sap Solution Manager -> Scenario-Specific Settings -> Service Desk -> Partner Determination Procedure -> Define Access Sequences.

Sequence 0018:

check: Determination as Business Partner

check: Mapping/Definition for Partner Being Searched

Partfunct in Source: Sold-To Party (CRM)

Usage in Source: Customer Relationshiop Managem.

Thank you all...

[Former Member · Accepted solution]

Can you send me what the ibase should look like? I am having problems setting it up correctly.

[Former Member · Accepted solution]

<a href="http://www.le-romarin.nl/domains/sapscreen/ib52-ibase.gif">Check this image: Ibase</a>

Just let me know if this is what you needed...

[Former Member · Accepted solution]

Thanks for the quick reply. Is one of the those systems your solution manager systems?

[Former Member · Accepted solution]

Service Desk = The solution

SM Client 001 = The solution manager system

[Former Member · Accepted solution]

Thanks that helps me out

[former_member194737]

I too had such a case. Everything was right. But still Sold-To Pary , Reported by, were empty and IBase / Component was appearing as 0 / 0. Then I solved it by applying the SAP Note 449330 , ie., In the Managed system, delete the entry TS_CUS, in the BCOS_CUST table using sm30 tcode.

Reg,

Selva