Skip to Content
avatar image
Former Member

"Service Desk" --> Support message: No exchange of attachments

Hi

I have implemented service desk function with e-mail automation sucessfully. However I've noticed that all the attachments included on a support message and sent from Sol. Manager to SAP Support, don't reach SAP.

I've tryed to apply note: 901288 Support message: No exchange of attachments CA-NO from snote but it says "Cannot be implemented".

Can any one tell me each notes do I have to apply to solve this problem?

Regards

Armando Santos

Add comment
10|10000 characters needed characters exceeded

  • Get RSS Feed

13 Answers

  • Best Answer
    avatar image
    Former Member
    Mar 12, 2009 at 06:46 PM

    Armando Santos,

    You can't implement this note 901288 directly. Because it has some steps to be executed, 2 correction instructions ans one more SAP Note 924736 has to be implemented if unicode system.

    You have two options.

    1. Implement this note 901288 by manually(not from snote)

    1.1 Execute the step 1a, 1b by manually

    1.2 Choose button "Download Corrections" to download the correction instructions through Download Manager.Once you download it, then implement them.

    1.3 Implement Note 924736 if your system is an Unicode system.

    Or instead of doing all this

    2. Just upgarde your system's SAP_ABA component level to any one this:

    SAP_ABA 620 SAPKA62059

    SAP_ABA 640 SAPKA64017

    SAP_ABA 700 SAPKA70008

    Welcome your response back.

    Regards,

    Sanjai

    Add comment
    10|10000 characters needed characters exceeded

    • Former Member

      Hello Sanjai,

      just for your info.

      his system is already upgraded to the patch level you have specified

      Rohit

  • avatar image
    Former Member
    Mar 12, 2009 at 05:48 PM

    Hello

    whats the current patch level are you running at?

    Rohit

    Add comment
    10|10000 characters needed characters exceeded

  • avatar image
    Former Member
    Mar 12, 2009 at 06:06 PM

    Hello Armando,

    You can't implement the note 901288 in your system as your SAP_ABA release is higher than what is reqiured for this note,so it is not applicable as the note has been already applied with the support pack

    But the issue that you have mentioned seems to be the same.

    I would suggest you to show the 901288 note to your ABAPER and ask him whether all the corrections that come with the note are there in the system or not?

    Also have you implemented any aupport packs recently?

    Rohit

    Add comment
    10|10000 characters needed characters exceeded

  • avatar image
    Former Member
    Mar 12, 2009 at 06:20 PM

    Hi Rohit

    Regarding to:

    "You can't implement the note 901288 in your system as your SAP_ABA release is higher than what is reqiured for this note,so it is not applicable as the note has been already applied with the support pack"

    Yes. You are right I've updated the Sol. Manager recently, so note 90128 should have been already applied on the system during the update.

    But the problem still exists and all the attachments sent from Sol. Manager to SAP (support messages) still don't reach SAP. Any suggestions?

    Regards

    Armando Santos

    Add comment
    10|10000 characters needed characters exceeded

    • Former Member

      Hello Armando,

      I agree with you completely.

      were you able to send attachments to SAP before upgrading your system?

      Also since you have upgraded the system,there is a posibility that that the note 901288 settings might have just changed a bit due to which you are getting issues

      Thats is why I am saying to sit with your ABAPER and check the settings mentioned in the note 901288 and see if they exists or not? and let me know of your findings

      Rohit

  • avatar image
    Former Member
    Mar 16, 2009 at 09:44 AM

    Good morning Sanjai / Rohit

    I really need some help here.

    Please give me something to go on with this problem.

    Best Regards

    Armando Santos

    Add comment
    10|10000 characters needed characters exceeded

  • avatar image
    Former Member
    Mar 16, 2009 at 10:25 AM

    Hello Armando,

    I have got one note for you,I guess this might help

    Note 569392 - SAP Support Desk: Sending attachments to SAP

    Let me know if this helps

    Rohit

    Add comment
    10|10000 characters needed characters exceeded

  • avatar image
    Former Member
    Mar 16, 2009 at 10:34 AM

    Thanks Rohit

    Still no help with note 569392 - SAP Support Desk: Sending attachments to SAP.

    Regards

    Armando Santos

    Add comment
    10|10000 characters needed characters exceeded

    • Former Member

      Hello Armando,

      what are the file formats that you are trying to send as an attcahment,is that supported by SAP

      Please check that in the previous note

      Also refer to note 1080131 which also talks about attachments and file types

      Rohit

  • avatar image
    Former Member
    Mar 16, 2009 at 12:17 PM

    Hello Armando,

    I would suggest you raise a message to SAP telling about the issue that you are facing

    Rohit

    Add comment
    10|10000 characters needed characters exceeded

  • avatar image
    Former Member
    Mar 12, 2009 at 05:55 PM

    Hello Rohit

    Thanks for your answer.

    The current patch level (Sol. Manager) that we are running is:

    System Data 12.03.2009 13:43:53

    SY-DBSYS................ MSSQL 9.00.3042

    SY-HOST................. ecc

    SY-OPSYS................ Windows NT 5.2

    SY-SYSID................ SSM

    SY-MANDT................ 001

    SY-UNAME................ USER4

    SY-DATUM................ 20090312

    SY-UZEIT................ 124029

    SY-ZONLO................ CET

    SY-CALLD................

    SY-CPROG................ SAPLSMTR_NAVIGATION

    SY-DYNNR................ 0100

    SY-REPID................ SAPLSMTR_NAVIGATION

    SY-TCODE................

    SY-MSG.................. 000

    SAP version............. 700

    operating system........ Windows NT

    machine type............ 2x Intel 80686 (Mod 15 Step 2)

    node name............... ECC

    SAP system id........... 560

    database system......... MSSQL

    database name........... SSM

    database host........... ECC

    database owner.......... ssm

    rsyn....................

    IP address.............. 192.168.0.22

    kernel release.......... 700

    database library........ SQL_Server_8.00

    kernel compiled......... NT 5.0 2195 Service Pack 4 x86 MS VC++ 13.10 Fe

    kernel patch level...... 146

    supported SAP vers...... 700

    supported database...... MSSQL 7.00.699 or higher, MSSQL 8.00.194

    valid OP system......... Windows NT 5.0, Windows NT 5.1, Windows NT 5.2,

    OP system release....... 5.2

    ABAP load version....... 1563

    CUA load version........ 30

    kernel kind............. opt

    relinfo................. valid

    hot package level....... 15

    Softw.Comp./Rel./Supp... BBPCRM 500 0011

    Softw.Comp./Rel./Supp... BI_CONT 703 0003

    Softw.Comp./Rel./Supp... CPRXRPM 400 0007

    Softw.Comp./Rel./Supp... PI_BASIS 2006_1_700 0000

    Softw.Comp./Rel./Supp... SAP_ABA 700 0015

    Softw.Comp./Rel./Supp... SAP_AP 700 0011

    Softw.Comp./Rel./Supp... SAP_BASIS 700 0015

    Softw.Comp./Rel./Supp... SAP_BW 700 0015

    Softw.Comp./Rel./Supp... ST 400 0016

    Softw.Comp./Rel./Supp... ST-A/PI 01I_CRM500 0000

    Softw.Comp./Rel./Supp... ST-ICO 150_700 0006

    Softw.Comp./Rel./Supp... ST-PI 2005_1_700 0006

    Softw.Comp./Rel./Supp... ST-SER 700_2008_1 0000

    Waiting for your help.

    Regards

    Armando Santos

    Add comment
    10|10000 characters needed characters exceeded

  • avatar image
    Former Member
    Mar 13, 2009 at 11:47 AM

    Hello Sanjai / Rohit

    Thanks for both answers and help.

    Regarding to:

    "1. Implement this note 901288 by manually(not from snote)"

    I've done that, as Rohit said the system is already update to patch level SAP_ABA 700 SAPKA70015, I mean I checked every FUNC and REPS on note 901288 and all the changes are already implemented on the system. So, it means the problem shouldnu2019t appear, but it is still on the system -> u201Cattachments on support messages donu2019t reach SAPu201D !!!

    Please, I need some ideas, some help...

    Regards

    Armando Santos

    Add comment
    10|10000 characters needed characters exceeded