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Change hostname in URL to public DNS alias in ITSM notifcation mail in SM 7.1

Hi,

We have a VAR support portal setup where we support external customers.

When user recive notification mails the URL is pointing to internal hostname and port:

: /sap/bc/bsp/sap/crm_ui_start/ default.htm?sap-cllent=xxx&CRM-OBJECT-TYPE=AIC_OB_INCIDENT&CRM-OBJECT-ACTION=B&CRM-OBJECT-VALUE=.......

We need to change this to the DNS hostname alias that is pointing to the Support Portal in Solman 7.1 so customers can click the url from outside.

Like https://servicedesk.yourvar.com/sap/bc........

Where and how can we change this for all notification mails

Kind regards

Torben

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3 Answers

  • Oct 12, 2017 at 07:52 AM

    Hi Torben,

    I'm guessing that you're using email form as email templates, so you have to edit them.

    To access them, you can just follow the first steps of this blog and search them (instead of creating like described in the blog). After open one of the desired emails, just try to check if the link is defined directly in the email form or if is filled dynamically by a variable. If defined directly you just need to change there and update the form but if defined through a variable try to check if you have badi implementations for badi CRM_IM_ADD_DATA_BADI.

    See if this helps you a little more.

    Kind regards,
    Garcia

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  • Oct 13, 2017 at 09:23 AM

    Hi Garcia,

    Thanks for you input.


    As I am not a developer i'm not shure about the BADI thing. From a SAP BASIS perspective there must be a way to configure this as we can't be the first VAR partners that have this issue.

    We are using the action profile ZMIV_VAR (Incident Management Message for VAR) and in the action Definition ZMIV_VAR_MAIL (
    E-Mail to Message Creator) I have found the smartform AI_CRM_IM_SHORT_TEXT_LINK_FORM assigned.

    I can se that the link is inserted in the main window as GV_LINK_TO_IM and in the global definitions I found the code

    PERFORM get_link_to_im USING orderadm_h-guid
    CHANGING gv_link_to_im.


    going in to a deep debug i found that the hostname and port is found via the function module TH_GET_VIRT_HOST_DATA that returns the internal hostname, but it seems to me that is comes from a kernal call ('ThSysInfo')

    I did look at the blog you added but it dose not looks like I can create the URL to incident (I did try to creáte a new Mail-Form)

    Maby I need to have an ABAP'er to looke at replacing the call to TH_GET_VIRT_HOST_DATA and replace it with a hardcoded hostname, but I haven't given up yet :-)

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  • Nov 09, 2017 at 12:17 PM

    Solution

    We did a customizing of the Smartform AI_CRM_IM_SHORT_TEXT_LINK_FORM and implemented the External Server Name as a parameter in the instance profile.

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