Howto Close support message in Solution Manager

[Former Member]

Hello,

Iu2019m installing and setting up the Service Desk on my Solution Monitoring system.

Iu2019m able now to create a support message in my satellite system with menu action u201CHelp  Create Support Messageu201D. The message is put in the queue and could be edited in the tr-Solution_Manager under the Item u201CService Desk  Messagesu201D. When I open a message Iu2019m able to change the status of the message form u201CNewu201D to u201C in progressu201D etc. but the item u201CConfirmedu201D is always gray!

Could anyone explain to me how I or the end user could confirm thesupport message?

I couldnu2019t find a detailed description about the process flow only a global one.

Thanks for the information.

Kind regards,

Richard Meijn

[Miguel_Ariño · Accepted solution]

Hello,

How are you trying to close the message, via an action or via changin the status? I suggest using an action.

Are you using standard action profile and status profile?

Who exactly is trying to close the message? In my understanding, not everyone in the organization should have the rights to close messages, please check if the role of the user trying to close the message is the right one.

These are loose troubleshooting ideas, please feel free to ask more if you need defiinite advice about these points.

Best regards,

Miguel Ariñ

[Former Member · Accepted solution]

Miguel,

I don't know what the best method is to solve the message. (By action or by changing)

The thing I want reach is that only the message creator is able to close the message. On this moment Iu2019m setting up the support desk so Iu2019m message creator and processor. On the system I have the profile SAP_ALL so I must be have the rights to close the message.

But in the service desk transaction of the solution manager Iu2019m not able to change the status to closed. Either doesnu2019t I have found a transaction or action for the creator of the message to close the message.

So if you have any idee how to confirm the message Iu2019m interested.

Kind regards,

Richard Meijn

[Former Member · Accepted solution]

Hello Richard,

can you confirm that you use the standard support message (SLFN transaction type) with all the standards profiles without any modification ?

Have a look to your status profile (tx CRMBS02) and give us the customizing related to your "closed" status and particularly the customizing related to the transaction control (dble click on the status closed in CRMBS02).

Hope this helps.

BR.

Stéphane.

[Former Member · Accepted solution]

Stéphane,

Yes I use the standard support message (SLFN transaction type) and sofar I know with all the standards profiles and without any modification ?

Kind regards,

Richard Meijn

[Former Member · Accepted solution]

Can you give us the transaction control customizing (see my previous post) ?

[prakhar_saxena]

Hi

I think you need to read this ..it will ans u completely

How to Service desk guide

https://websmp110.sap-ag.de/~sapdownload/011000358700000776062009E/Howto_ServiceDesk.pdf

Regards

Prakhar

[Former Member]

Prakhar,

Thanks for the document.

If I look in the How to Guide I'm able to send the message to SAP and close the message for SAP. Bbut what I expected is that the employee who creates the message could close/confirm the message after the message is set to customer action.

The status of the message couldn't still be set to confirmed by the end user or the message processor. The message status "Confirmed" is still gray?.

How to confirm the support message?

Kind regards,

Richard Meijn

[Former Member]

To begin with,

1) Employee/user should have correct permissions to confirm message in Service Market place --> User Data.

If above part is covered

2) once the status message is changed to "confirmed", user should click on save and it may take few seconds to update the status and inform status to SAP.

Hope these are covered ..

Regards

Krishna

[Former Member]

Krishna,

So far I understood it isn't always necessary to send a message to the Service Market place. If the service employee could solve the issue he could send a solution to the key user who created the issue. So in my understanding it must be possible to confirm the message locally by the key user who created the message or by the Service Desk Employee.

The key user or the service desk employee must have the capability to confirm the message.

Kind regards,

Richard Meijn

[Former Member]

Service desk employee can confirm message - True.

Does not need to send message to SAP --> I doubt.

Is it all green in Transaction Data --> Actions? Messages there are some times helpful

Krishna

[Former Member]

Krishna,

It's not all green in the action listits more red and yellow.

Some of the mesages are:

Find support team responible, when message created

Send message to Customer

Show Customer Data

Update message to from SAP

So I think I have to do some extra customizing ;-{{

Kind regards,

Richard Meijn

[Former Member]

Hi Meijn,

Already solved? If no, check the following customizing.

In SPRO, SAP Solution Manager -> Scenario-Specific Settings -> Service Desk -> Service Desk -> Status Profile -> Change Status Profile for User Status, then choose status profile "SLFN0001" or your customized profile.

"Lowest status no." and "Highest status no." shows which status it can be changed to.

For example, in the following case, you can not change the status from NEW to Confirmed. Also, you can not change it from WIP to NEW. In such cases, target status which you can not change to will be shown as gray in status list.

Status Text low high

10 NEW 10 20

20...WIP 20 40

30...

40 Confirmed 40 40

I hope this could help...

Kobayashi

[Former Member]

Kobayashi,

Thanks for your reply. The issue is still not solved.

If I look to the transaction you pointed me tr-CRMBS02 it must be possible to confirm a message. The lowest end highest value for status new is 10,60.

The status confirm has the value 60. So sofar I understand it must be possible to confirm the message directly from the status new?

Kind regards,

Richard Meijn

[Former Member]

Hi Meijn

Please check the status profile configured for your service desk? Is there any third party service desk integration with solution Manager ( like HP QC)?

Edited by: SolMan Usr on Aug 17, 2010 2:52 PM

[Former Member]

So far as I know I don't have installed a third patyintergration.

I'm just starting with the configuration.

Richard