Solman to Solman (ICT_CUSTOM)

[former_member61904]

Dear Experts

I am configuring Solman to solman configuration for Service desk. I have maintained ICT_Custom tables for the two solmans (i.e. (SolmanA and SolmanB) but the statuses are not updated correctly. Lets say. if I change the status in SolmanA to "In Process" and send to SolmanB using "Send Solution to External Service Desk "but the status in SolmanB change to "proposed solution". Same is the case with Customer Action.

I am attaching SolmanA and SolmanB ICT_CUSTOM table entries that I made. I need your advise whether the table is maintained correctly?

solmana.pngsolmanb.png

[TomCenens]

Hi

Did you check below SAP note:

2234342 - Status change is not done over External Service Desk

Best regards

Tom

[TomCenens]

Hi Farooq

What I think is happening is that the system calls a different key than what you think that's why I was referring to my blog post because if you go onto debug mode you can check which parameter the system is checking from table ICT_CUSTOM.

The below SAP note describes all the different available keys:

1483276 - Use of Customizing Parameters in DNO_CUST04, AGS_WORK_CUSTOM, and ICT_CUSTOM

You can see those keys visually if you adapt you SAPgui settings, by flagging "Show keys within dropdown lists"

Then when you debug through, you will be able to see in the debug session, which key the system is reading out when you send the ticket to the external service desk (other SolMan system in this case).

You say that the ticket goes into "proposed solution" so that makes me believe, the action you use goes and reads key STAT_SP "value for sent proposed solution (outgoing)" instead of what you think it's reading out which would be "in processing in external service desk". You can do a quick test by changing the table in SolMan A and putting E0002SMIS0001 on the value for "value for sent proposed solution (outgoing) but like I mentioned, using a breakpoint and debug mode might be more helpful in the end to understand what the system is doing and why.

Best regards

Tom

[former_member61904]

tj30-solman-a.pngtj30-solman-b.png

Dear Tom

First ,many thanks for your kind support.

Attached please find the screenshot of table TJ30 for Solman A and Solman B.

I have followed the blog but it did not help me finding the error.

Please advise

[TomCenens]

Hi Farooq

Can you post a screenshot of SMIS0001 status profile of table TJ30 also?

Below blog post can provide some hints to where you could debug through code (I assume same code piece will be called) to check what status is sent along:

https://blogs.sap.com/2016/03/24/external-service-desk-coupling-sap-solution-manager-71/

Best regards

Tom

[former_member61904]

Hi Tom Cenens

I have already performed all the steps mentioned in the SAP note.

If possible can anyone attach the correct settings of ICT_CUSTOM table?