Report on Subject field of Service Desk

[Former Member]

Dear all,

In our Solution Manager, we use the Service Desk and in here we use the Subject field to make a distinction between all msgs.

Using the Transaction Monitor, it is possible to filter on the values of this field (section Subject w/ fields Catalog/Code Group/Code), and it the result list it is possible to add these fields as columns. However the value of the Subject field is never shown in the result list. The columns Code/Short Text for Code are always empty, even though when you double click the msg and go into detail mode, a value is assigned to the Subject field.

I heard that this can be normal, and that a link (or something) needs to be established between the fields so that the column in the report will be populated with the correct value.

Anyone who knows how to do this or had the same issue before?

Thanks a lot for your help and any help is highly appreciated!

Best regards,

Roel

[Former Member · Accepted solution]

Hi,

Please check with the ALV layout. After executing the CRM_DNO_MONITOR go to layout, and select the required fields like Category: Text, Code Group, Other Codegroups etc. and save the layout.

hope this helps you....

regards,

Mahnantesh

[Former Member · Accepted solution]

Mahnantesh,

Thanks for your answer.

What you describe I've already done. Once the columns are added, no values are shown in the columns, even though when I double-click a msg and go to the detailed view; there is a value selected in the Subject field.

Roel

[Former Member · Accepted solution]

Hi,

Consult with the technical person. There is a BADI CRM_DNO_MONITOR that is called before ALV display.

regards,

mahantesh

[Former Member · Accepted solution]

Mahnantesh,

Thanks again!

Would it be possible to be a little more specific?

In the BADI, I find an implementation AI_SDK_CRM_DNO_MON (Enhancements for Transaction Monitor). Do I need to make changes here maybe?

Thanks for your help.

It's highly appreciated!

Roel

[Former Member · Accepted solution]

Hi,

It should display the ticket details in ALV. The BADI I mention is used to modify the alv list or when the case of having the custom fields.

Try to search for OSS notes.

regards,

mahantesh

[Former Member · Accepted solution]

Hello Roel,

The implementation you found is the standard...You are adviced to create a new Z implementation....

You can refer the standard implementation to figure out how to develop a new z implementation...

Also the documentation of this BADI gives enough clues as to how this badi can be used and implemented....

i dont have access to systems these days... i could have provided you with the code, if i would have had access to the system....

Inspire ppl by rewarding.....

Regards,

Anand....

[Former Member · Accepted solution]

Hi,

Please check these notes 1079625,1058960.

regards,

mahantesh

Edited by: Mahantesh Patil on Sep 9, 2008 6:02 AM

[Former Member · Accepted solution]

Mahantesh,

Thanks a lot, the issue is solved!

The BAPI AI_SDK_CRM_DNO_MON was inactive. Just activating it - as described in your last note - solved it all!

Thanks a lot for your support.

Highly appreciated!

Roel

[Former Member · Accepted solution]

Hi,

Need some help from you.

I have done the same things in my system. It is working fine for the user having authorization SAP_ALL.

But it doesn't work for other users haveing specific authorizations. Please let me know if activation of this BADI requires some more authorization.

regards,

mahantesh

[Former Member · Accepted solution]

Mahantesh,

No idea about this.

I just activated the BADI and it worked.

Just verified it with a user without the SAP_ALL profile and the value of the Subject field is properly displayed.

Roel