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How to stop default of External Reference when creating new support message

Former Member
0 Kudos

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

Accepted Solutions (0)

Answers (4)

Answers (4)

khalil_serrhini
Contributor
0 Kudos

Hello All,

answer is in here:

Regards

Khalil

Former Member
0 Kudos

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

RajeevP
Advisor
Advisor
0 Kudos

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

Former Member
0 Kudos

Thanks for the info Rajeev,

However in transaction DNO_NOTIF, the checkbox for EXT is already unticked.

I just want the External Reference Number to be left blank when creating a new support message (not defaulted to the next number).

Help is appreciated.

thanks

Jason

RajeevP
Advisor
Advisor
0 Kudos

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

Former Member
0 Kudos

Rajeev,

I tried removing the Ext.No.Range No (02) and leaving blank in the SLFN Transaction Types in the path you mentioned but still didn't resolve the issue.

When I create a new support call it still defaults a value in the External Reference field.

Jason

RajeevP
Advisor
Advisor
0 Kudos

Hi Jason,

Please confirm for your sevice desk message, you are using SLFN transaction type. If not, please repeat the above mentioned soln in your transction type. If Ext. No range is not assigned to your transaction type, no number will be assigned to your message.

Rajeev

RajeevP
Advisor
Advisor
0 Kudos

Hi Jason,

Please confirm for your sevice desk message, you are using SLFN transaction type. If not, please repeat the above mentioned soln in your transction type. If Ext. No range is not assigned to your transaction type, no number will be assigned to your message.

Rajeev

Former Member
0 Kudos

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

RajeevP
Advisor
Advisor
0 Kudos

Jason,

Could you please tell me the support pack level of your SolMan system?

Rajeev

Former Member
0 Kudos

Hi Rajeev,

We are moving to Support Pack Stack Level 20, Enhancement Pack 1.

This is the system I am receiving the External Reference default value eg. 9999002950 when hitting "save" when creating a new ticket.

cheers

Jason

RajeevP
Advisor
Advisor
0 Kudos

Hi Jason,

Please check in your tax table ICT_CUSTOM, is there any attribute called EXTREF_DIS with a value 'X'. If yes, either remove the value or delete the attribute.

Rajeev

Former Member
0 Kudos

Rajeev,

I have checked table ICT_CUSTOM but it has no entries.

cheers

Jason

Former Member
0 Kudos

Hello,

Have you resolved the suppression of the "Ext Reference no." field? We would also like to keep this field BLANK and utilised for other purposes. If you have found a solution or work-around please update this record.

Thank you!

Regards,

Latief

Former Member
0 Kudos

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

Former Member
0 Kudos

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

Former Member
0 Kudos

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"

RajeevP
Advisor
Advisor
0 Kudos

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