Sent to SAP Status in Service Desk

[Former Member]

Hi ,

According to the Client requirement in the Status in Transaction type - We have set one of status as Sent to SAP . But my doubt over here - As soon as when we set this Status as Sent to SAP - Does it directly goes to SAP . ? If so how is it Possible . I guess there should work around for this Activity. Any one who worked on this kind requirement. Please do share.

Thanks in Advance.

Regards,

Amrita.

[Former Member · Accepted solution]

Amrita,

You should not set the status "Sent to SAP" to forward the support message to SAP.

You have to choose the description as "Information for SAP"(just below subject field on fast entry screen) then execute and save the action "Send Message to SAP"(there will be "Actions" button on top of "Fast Entry and Transaction Data buttons).

The status will be automatically set to "Sent to SAP" once you execute and save the action "Send Message to SAP".

This is how it works:

To forward a support message to SAP:

1. Choose the description as "Information for SAP"(just below subject field on fast entry screen), then Execute and Save the action "Send Message to SAP", then the status will be automatically set to "Sent to SAP".

2. The status will be automatically set to "Customer Action" when SAP responds.

To confirm the SAP Solution for the support message:

1. If your problem is solved by the SAP solution; Choose status "Confirmed" and Execute and Save the action "Send Message to SAP". Then the support message will be confirmed and closed to SAP with status "Solution Confirmed".

To resend the support message to SAP if your problem is not solved by the SAP solution:

1. Repeat the steps of "To forward a support message to SAP".

Pre-requistes:

1. His/Her S-User ID has to be in AISUSER table. (Tcode AISUSER).

2. The person(user) who executes this action should have authorizartion to forward message to SAP.

i.e, He should have authorization to create OSS messages at SMP.

Note 935391 - No user found for SAP customer notification system

Note 1165980 - Connection to SAP/RFC using key user's customer no/S-user

3. His/Her S-User ID has to entered as parameter in user master data(SU01)

Parameter ID = SAPNETUSID; Parameter Value = his/her S-User ID;

4. RFC: SAP-OSS should has his/her S-User ID and PWD under logon&security.

5. You may need to activate or deactivate BAdI based on your customer number.

Note 1247502 - SP: Sent Automatically to SAP indicator

Note 1140822 - SAP customer number for installation number &1 unknown

6. You may need to schedule some jobs to update the status of the support message automatically when SAP replies.

Note 781163 - RNOTIFUPDATE01: Information for scheduling

Note 1278052 - No e-mail from SAP for messages from the Service Desk

Also refer this thread:

Let me know if you need further help on this.

Regards,

Sanjai

[Former Member · Accepted solution]

Heloo Mr.Sanjai ,

Tanks for your response. Please give me some time to check the process which you have specified. Needed to validate in the system.

Will sure award you full points - if it works out.

Thanks

Amrita.

[Former Member · Accepted solution]

Heloo Sanjai ,

Though i have followed the steps which you have specified - I could able to succeed upto the level of raising an OSS directly from an Transaction. Keeping the user status as Sent to SAP and by triggering the action manually Send message to SAP but once Transaction is getting Saved . Im unable to Update or Edit the Transaction , Though system status is Inprocess.

Please help me - What is the process for getting into the Change mode. Do the needful.

Thank you

Amrita

Edited by: Amrita Amrita on Apr 24, 2009 5:57 PM

[Former Member · Accepted solution]

Hi Amrita,

> raising an OSS directly from an Transaction. Keeping the user status as Sent to SAP and by triggering the action manually Send message to SAP but once Transaction is getting Saved .

To forward a support message to SAP:

1. Choose the description as "Information for SAP"(just below subject field on fast entry screen), then Execute and Save the action "Send Message to SAP", then the status will be automatically set to "Sent to SAP".

You SHOULD NOT choose system status "Sent to SAP" while executing the action "Send Message to SAP".

> Im unable to Update or Edit the Transaction , Though system status is Inprocess.

The system status SHOULD NOT be "In Process" after you executed action ""Send Message to SAP".

I never seen the system status as "In Process" after the action "Send Message to SAP" is executed.

So try as i said in step 1, and try to edit the message.

Anyhow, Check the authorizations for the user(should have full authorization to CRM_DNO_MONITOR).

OR Check whether someother user opened the same message.

Regards,

Sanjai

[Former Member · Accepted solution]

Sanjai ,

Thanks alot for your response. I needed a clarification from your end - In the Status Profile SLFN**** for Support Desk (Standard One ) I could observe User Status of Sent to SAP is being Assigned with System Status as Inprocess ( Last Column ) so i havent changed anything. Im using the same , So though i changed the status of Sent to SAP , System status is Inprocess , It should be Display mode.

But i could observe - If i try to Trigger Action Sent to SAP from Inprocess status - Transaction is getting saved. I have maintained the Text Information for SAP but OSS is not getting raised.

Do correct me if im wrong any where. Thanks for your Cooperation.

Regards,

Amrita

[Former Member · Accepted solution]

Hello to all,

in case of VAR SD implementations there are no possibility to put "Send Message To SAP" if your message is in status "In process",thereafter in the actions drop down menu this actions is not listed.?? When I put message in status "Sent To SAP " (without performing save of message) then the actions " Send message To Sap" in the actions list is available?? Is this normal behaving of VAR SD or is something Wrong.

On top of this issue I has constant problem with the authorizations:

You do not have authorization to send a notification to SAP

Message no. DNO153

Diagnosis

The function you activated could not be executed, because you have no authorization for this activity in the SAP problem notification system.

Procedure

Contact your system administrators.

AISUSER table is ok (message creator and message processor are listed )BADIs are active .

DNO153 is related to SAP roles authorizations or S-user authorizations?

we are running Solman EHP1 SP2

pls advise

rgds

Boris milosevic

[Former Member · Accepted solution]

Hi Boris milosevic,

If you are a VAR customer, both BADIs AI_SDK_SP_RFC_RP and AI_SDK_SP

should be activated, is this the case (Tx SE19)?

****(If you do not have a VAR contract then I kindly ask you to deactivate

BAdI-enhancement implementation AI_SDK_SP_RFC_RP and the BAdI

AI_SDK_SP_RFC)************

Also refer to this note below.

1140822 - SAP customer number for installation number &1 unknown

Do you get any error message the logs of jobs

REFRESH_ADMIN_DATA_FROM_SUPPORT and SEND_SYSTEM_RELATIONSHIP_TO_SUPP ?

Which is the user that you are taking when you try to send the message

to SAP? You need maintenance authorization for authorization group AISU

for this activity (authorization object S_TABU_DIS). The role

SAP_SUPPDESK_ADMIN has this authorization. Please make sure that the

user sending the message has the above authorization.

I hope this will solve the issue.

Regards,

Sanjai

[Former Member · Accepted solution]

Hi Sanjai

the problem was related to the S-user authorizations! You have always to double check your authorizations on the service marketplace even to try to create manually an customer message will be the best test solution!

>

> 
> Do you get any error message the logs of jobs
> REFRESH_ADMIN_DATA_FROM_SUPPORT and SEND_SYSTEM_RELATIONSHIP_TO_SUPP ?
> 
>

Those jobs REFRESH_ADMIN_DATA_FROM_SUPPORT and SEND_SYSTEM_RELATIONSHIP_TO_SUPP are working without any problems.

Everything now working fine related to "Send To Sap " .

Sanjai, do you have something to add/suggest (beside the SAP note 781163) regarding the job RNOTIFUPDATE01?

rgtds

Boris M.

[Former Member]

This is possible via the SAP-OSS RFC that should have a connection from SolMan to SAP

check this online help

http://help.sap.com/saphelp_smehp1/helpdata/en/a5/7387d877014a54ab671f301b7ca7d6/content.htm