on 10-19-2009 1:23 AM
Hi there,
In our Solution Manager system, when a new support message is created it automatically populates the "External Reference Number" field with a value like eg. 9999002923. This looks to be some internal number assignment whenever a new support message is created.
Does anyone know where I can turn this off so the External Reference is not automatically filled everytime a new support message is created?
thank you!
Jason
Edited by: Jason Chang on Oct 19, 2009 4:24 PM
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Hello,
I have been informed by SAP that note 1226188 mentioned above is only valid when you are using an External Helpdesk Provider.
Regards,
Latief
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Hi,
Please call transaction DNO_NOTIF. Select the number range for Basic Notification. You can see a check box for EXT. Uncheck that. This will solve your issue.
Rajeev
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Hi Jason,
Try this. Call your screen for the definition of Transaction type. You can reach there via SPRO->Customer Relationship Management-TransactionsBasic Settngs--Define Transaction type. There select your transaction type. Say,if it is SLFN, and double click on the transaction type. In the downside you can see a section for transaction numbering. There the Ext. No. range No must be assigned to 02. Delete the value and leave that box empty and save.
Hope this hels.
Rajeev
Rajeev,
Yes, I confirm we are using transaction type SLFN. I have retried the steps you suggested previously but still have the issue.
It seems to generate an internal number eg. 9999002947 but it defaults this number into the "External Reference No." (Sold-To Party's External Reference Number) field when creating a new ticket.
Any idea what might be causing this?
thanks
Jason
Hi,
No unfortunately still haven't resolved the issue. Whenever I create a new support message and save, it defaults an entry in the External Ref field.
Have a read of the suggestions earlier in this post and see if they solve the issue for your system. If you resolve, please also let me know the fix!
thanks
Jason
Hi Jason,
I have added an entry into the ICT_CUSTOM table but, the "Ext Reference no." field is still not suppressed.
I have tried another approach i.e. de-activated the Action Definition "Z_SLFN0001_ADVANCED_UPDATE_DNO" in the Action Profile " Z_SLFN0001_ADVANCED".
With the result that the BASIS Notification was no longer created and therefore, the "Ext Reference no." not populated.
Please note the following issue encountered as a result were:
1. The TEXT applied to the CRM Service Desk request was not recorded in the TRANSACTION DATA -> OVERVIEW window.To capture the TEXT, one has to update the BASIS Notification message and the TEXTwill be visible in the TRANSACTION DATA -> OVERVIEW window. Reason is that the Action Definition "Z_SLFN0001_ADVANCED_UPDATE_DNO" is also required for changing TEXT in the BASIS Notification.
2. If you use the Action "Print Message" the printout will be incomplete since the SMARTFORM requires some data which is retrieved from the BASIS Notification. Previous record which have BASIS Notifications will print correctly however, any tickets created after you de-activated the Action Definition "Z_SLFN0001_ADVANCED_UPDATE_DNO" will be incomplete.
In our case, we re-activated the Action Definition "Z_SLFN0001_ADVANCED_UPDATE_DNO" due to the printing problem and now overwrite the "Ext Reference no." field manually after the initial SAVE and the content is mantained thereafter.
If you have records created without BASIS Notifications (BN), the BN will be automatically created after the ticket is maintained (Edited).
Conclusion:
Only de-activated the Action Definition "Z_SLFN0001_ADVANCED_UPDATE_DNO" in the Action Profile " Z_SLFN0001_ADVANCED" if you DO NOT:
Escalated problems to SAP or
Create Support Messages from the Satellite systems or
Print CRM Service Desk messages.
Rather overwrite the field or escalate the request to SAP with reference to note 1226188.
Regards,
Latief
Thanks you Latief and Rajeev for your suggestions and information.
I have raised the issue with SAP and they have replied saying that the auto-filling of BASIS message number in Ext Ref field is the current standard SAP behaviour from SP16.
See below from SAP:
"Yes indeed, as this is a standard design happening from SP16 onwards.
However there were also similar enquiries coming from other customers on this aspect, unfortunately at this point of time, this is the standard way of design that development has undertaken, perhaps this note shows some insight: 1133187"
Hi,
Please call transaction DNO_NOTIF. Select the number range for Basic Notification. You can see a check box for EXT. Uncheck that. This will solve your issue.
Rajeev
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