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Creation of Support Messages slow from Production to Solution Manager ITSM

May 19, 2017 at 11:54 AM

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We have recently configured ITSM in Solution Manager 7.2 . The problem now is with the creation of Tickets , both from satellite system and CRM GUI. The wheel keeps on spinning in CRM GUI and it hangs while creating from the Managed System,but sometimes it works which is the weird part. On the work process end, its the DB Update on Table SAPLSTS1which goes on and on.

Could you please suggest a solution . I have already deleted some unnecessary plugins from the Navigation Profile and the rfc users have all the authorizations.

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5 Answers

Prakhar Saxena
May 19, 2017 at 12:59 PM
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Hi Arvind Murarka

Difficult to figure out without access but have you tried with different business roles

for.e.g End User are suppose to use SOLMANREQU(copy of it into customer namespace)....this is normally faster than SOLMANPRO as this is for admin, processors advance users etc.

It might be browser issue so please make sure you have deployed all the IE etc related SAP notes and tested it.

Hope this helps

Thanks

Prakhar

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Arvind Murarka May 19, 2017 at 01:51 PM
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Shall I assign both ZSOLMANPRO and ZSOLMANREQU to the business user and try?

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Normally business user is end user so he would only need ZSOLMANREQU (assuming you have copied from standard SOLMANREQU) role.

As mentioned the other one is not required.

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Arvind Murarka May 19, 2017 at 07:47 PM
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Well even after assigning ZSOLMANREQU,the problem still persists

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Hi Arvind,

It would difficult without access for tracing this issue, I would suggest to raise SAP oss call so that SAP can check the issue in your case.

Thanks

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Gaurav Kumar May 23, 2017 at 10:52 AM
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Hello Arvind,

Please check disk space. Also check which browser you are using for Solution Manager. Try to access other links related to SAP on internet and check whether these are also taking a time. It seems issue with IE.

Thanks

Gaurav

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Arvind Murarka May 26, 2017 at 06:06 AM
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The Problem occurs when We try to raise the incident from PROD ,then there's no IE involved.Disk space is fine.

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Hi Arvind,

Do you mean Help>Create support Message option...are you using Standard only and no development here?

If yes have you assign the required authorization to end users in ERP Prod so that they can create incident.

assuming all the necessary setup is working fine as you mentioned it is getting created in solman from erp already.

Thanks

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