Send support message to SAP, don't refresh info at service desk

[Former Member]

Hi,

I'm working at SP 17 Solution Manager. Scenarios like monitoring, service desk,...are working successfully.

When I receive a SAP Support Message from SAP satellite system and the support assigned at service desk solution manager isn't able to solve the support message, it is forwarded successfully to SAP. So my problem/doubt is that this SAP Support Message that I sent to SAP, when is replied by SAP this answer isn't refresh at my service desk. So I've to update/refresh manually the SAP Support Message at my service desk.

Please could you help me. I've been looking for SAP Notes, SDN but I haven't able to solve it.

Thanks and Regards.

Raul

[Former Member · Accepted solution]

Hi Raul,

You need to do two things

1. Shedules the jobs.

2.you need to enter solmon id and last 7 digits of OSS ID in tcode AISuser.

Thanks

Suveer

[Former Member]

The problem was at refresh message standar job.

[Former Member]

Hi,

We are not able to execute the action "Send Message to SAP". We get an error "You do not have authorization to send notification to SAP".

Does anyone know how to resolve this issue?

My user has the following roles.

Z:M_SAP_SM_SOLUTION_ALL

Z:M_SAP_SOCM_IT_OPERATOR

Z:M_SAP_SOCM_REQUESTER

Z:M_SAP_SUPPDESK_ADMIN

Z:M_SAP_SUPPDESK_CREATE

Z:M_SAP_SV_FDB_NOTIF_BC_ADMIN

Z:M_SAP_SV_SOLUTION_MANAGER

Z:SAP_MAINT_OPT_ADMIN

And his S-User ID is entered in AISUSER table.

SAP-OSS has his S-USER ID/Password as his logon data. Even we tried replacing this with user OSS_RFC. It doesn't work.

I implemented this note 1247502. But still no luck.

Thanks in Advance.

Regards,

Sanjai

[FFC]

Hi Sanjai,

You have to create a Business Partner (trans. BP), assign it your SSM username (from SU01), and at the identification tab, IDType=CRM001, Identification Number=SID CUSTOMER_NUMBER CLNT SUSER (for ex. DEV 001234567 100 S000123456).

Only then are you able to fwd messages to SAP.

Also check in message properties if the system and client are correct.

Good luck.

Fernando

[Former Member]

The problem was solved.Anyway thanks your response

[Former Member]

can u tell me how did u reolve the issue..

we too are facing the same issue

[prakhar_saxena]

Raul,

Have you schedule all these jobs....check the same..

Schedule Background Jobs

Use

This IMG activity schedules periodic jobs required for the Solution Manager. They are scheduled with the start conditions below. You can change the start conditions of the scheduled job in the activity Change Job Definition.

Activities

Schedule Solution Manager Jobs

REFRESH MESSAGE STATUS

This periodic job gets SAP answers to messages sent by the SAP Solution Manager.

ABAP program: RNOTIFUPDATE01

Variant: SAP&WORKPLACE If you select the variant SAP&WORKPLACE for the report, only messages which were sent to the SAP Service Marketplace via the Service Desk, are processed. For further information about this variant, see SAP note 781163.

Start time: Immediate execution.

Execution interval: Twice a day.

SOLMAN_ISSUE_STATUS_REFRESH

The SAP Solution Manager buffers message attributes such as the current user and the processing status. This periodic job collects these message attributes from the message system and makes them available for analysis.

ABAP program: RBM_REFOBJ_BUFFER_UPDATE

Variant: SAP&ISSUES

Start time: Immediate execution.

Factory calendar ID: You must specify an ID.

Execution interval: Hourly.

REFRESH_ADMIN_DATA_FROM_SUPPORT

The job reads administrative data from the SAP support systems via the SAP-OSS RFC connection, periodically, and buffers it in the SAP Solution Manager system. This data is required for service connections and for the Support Desk (e.g. system data synchronization with the SAP Support Portal).

ABAP program:

AI_SC_REFRESH_READ_ONLY_DATA

Start time: Immediate execution.

Execution interval: Daily.

Note: The user under which the job runs, needs SAP Support Portal system data maintenance authorization.

SEND_SYSTEM_RELATIONSHIP_TO_SUPPORT

The job periodically sends information about which systems the Solution Manager is monitoring, to OSS. This data is required for the new services "SolMan Diagnostics" and "SolMan Classic".

ABAP Program: AI_SC_SEND_SYSTEM_RELATIONSHIP

Start time: Immediate execution.

Execution interval: Daily.

SERVICE_CONNECTION_LISTENER

The job periodically checks whether a service connection to be opened in the Solution Manager has been scheduled. If so, this information is sent to OSS. This job requires little system resources. It only connects to OSS as required. If the connection cannot be opened, it tries again at the next execution.

ABAP program: AI_SC_LISTENER

Start time: Immediate execution.

Execution interval: Every 10 minutes.

The job SM:TMWFLOW_CMSSYSCOL gets tracking data from systems, asynchronously.

ABAP program: /TMWFLOW/CMSSYSCOL2

Start time: Immediate execution.

Execution interval: Hourly

AI_SDK_FILL_FILE_TYPE_TABLE

The job sends the the attachments for the Service Desk messages you found to be sent to SAP. It updates the file type tables AISDK_FILETX and AISDK_FILETY.

Start time: Immediate execution.

Execution interval: Every 15 minutes.

SM:CSA SESSION REFRESH

This periodic job reorganizes the table DSMOPAPPL_CSATSK, which contains all Central System Administration tasks in the SAP Solution Manager, regularly.

The task table is used to create the Central System Administration 'Open Tasks List', which can be called with the graphic icon in SAP Solution Manager Operations.

This job requires little system resources.

ABAP program: DSVAS_APPL_CSA_REORG_TASKTABLE

Start time: 00:30

Execution interval: Daily.

SM:CSA UPDATE TASKSTATUS

This periodic job updates the Central System Administration Task Status icons in all SAP Solution Manager overview system graphics.

This job requires little system resources.

ABAP program: DSVAS_APPL_CSA_UPD_TASKSTATUS

Start time: 01:00

Execution interval: every 30 minutes.

Change Job Definition

1. Specify the job whose definition you want to change.

2. Choose Execute.

3. Choose the job whose conditions you want to change, in the list of jobs.

4. Select the job and choose: Job -> Change.

You can only change the definitions of scheduled and released jobs.

5. Change the start conditions of this job.

Regards

Prakhar

[Former Member]

Hi Prakhar,

Thanks for your reply.

I've executed successfully REFRESH_ADMIN_DATA_FROM_SUPPORT and SEND_SYSTEM_RELATIONSHIP_TO_SUPPORT standard jobs, both finish successfully. I've read into logs.

When I execute job REFRESH MESSAGE STATUS this is cancelled. I've this error at the log:

SAP customer number unknown for installation number 0020276689 AI_SC_EN 097

If I double click on it:

SAP customer number unknown for installation number 0020276689

Message no. AI_SC_EN097

Diagnosis

Installation number &V1& that is assigned to some system(s) in transaction SMSY is not assigned to an SAP customer number in table AIINSTALLATIONS.

Procedure

Please check the log of background job REFRESH_ADMIN_DATA_FROM_SUPPORT for errors.

I sure that job REFRESH_ADMIN_DATA_FROM_SUPPORT finish successfully and into the log there isn't any error.

I sure that at SMSY there isn't any system defined with this installation number.

I sure that in the table AIINSTALLATIONS there isn't any entru with this value: 0020276689

Please could you help me?????

Thanks and Regards

Raul

[Former Member]

Hi Raul!

Use that "S" user for SAP-OSS and SAP-OSS-LIST-O01 , who is registered your SolMan on the service.sap.com portal. I think is solve your problem. Please inform, if succeed.

:Robi