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Solution Manager Service Desk - Status Profile

Dear Experts,

I have implemented External Service Desk message forwarding and its working fine. I can see "Send to External Service Desk" function under the ACTION node and when I choose that and save the message goes to the external SAP Service Desk (VAR).

I have the following questions.

1) I need to create a new status under the status profile SFLN0001 as "Sent to External System". If I do that what should I select as the transaction (business transaction @ the last column when I go though Transaction: CRMBS02).

2) When I forward the message to the external service desk then the Status wont get transferred to the external service desk but everything else goes. What could be the problem ? (Changed status wont get updated once synchronized with the external help desk).

Thanks a lot in advance.

Best Regards

Kushan

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4 Answers

  • Posted on Aug 19, 2010 at 12:12 PM

    Hi,

    > 1) I need to create a new status under the status profile SFLN0001 as "Sent to External System". If I do that what should I select as the transaction (business transaction @ the last column when I go though Transaction: CRMBS02).

    >

    If your status 'Sent to External System' is final one ( means there cant be anymore status for the ticket), then you may assign FINI. Else leave it blank. This is not a mandatory field.

    >

    > 2) When I forward the message to the external service desk then the Status wont get transferred to the external service desk but everything else goes. What could be the problem ? (Changed status wont get updated once synchronized with the external help desk).

    I couldn't get your question. Anyways, check this white paper which describes how the status will be synchronized with external service desk:

    www.service.sap.com\solutionmanager -> Media Library ->Technical Papers->Service Desk 3rd party interface Web Service API Whitepaper

    https://websmp201.sap-ag.de/~sapidb/011000358700006819322005E

    Rajeev

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    • Former Member Former Member

      Dear Kobayashi,

      Can you please help me to understand what you have said little bit more.

      I have implemented the note : 1388227

      Note talks about manual mapping.

      Should i just do a mapping in Alternative Value Mapping (1) for "SAPUserStatus" and "Copy Value" for incoming and Out going ? would that be enough ? I did that in both the SDs but didn't work

      how do I do this blow mentioned activities ? could you please help me to understand ? where should I define these mappings ? where do I have to specify this "E0001SLFN0001" ??? could you please elaborate this little more in steps as I'm new to this ?

      How should I do this "Prior to the mapping, the value with the ID of the status and the status profile is filled" ???

      and also this "The status must also be mapped here in the format <status ID><status profile> (for example, E0001SLFN0001)" ???

      -


      from the note 1388227 -


      Outbound processing:

      The user status is transferred as an additional attribute (parameter IctAdditionalInfos) with the attribute name (AddInfoAttribute) "SAPUserStatus". For this, it has to be included in the value mapping of the external interface. Prior to the mapping, the value with the ID of the status and the status profile is filled (for example, E0001SLFN0001).

      Inbound processing:

      When the attribute "SAPUserStatus" is transferred and the mapped value is not initial, the user status of the message is set to this value. The status must also be mapped here in the format <status ID><status profile> (for example, E0001SLFN0001).

      If a user status is not transferred, or the mapping returns an initial value, the logic described above for setting the status based on the executed operation is carried out.

      -


      end of the note 1388227 -


      Appreciate if you could kindly help me once again

      Thanks and Regards

      Kushan

  • author's profile photo Former Member
    Former Member
    Posted on Aug 19, 2010 at 10:18 AM

    Hi,

    Just to verify if you had done the configuration in IMG

    SAP Solution Manager Implementation Guide

    > SAP Solution Manager

    > Scenario-Specific Settings

    > Third Party Integration

    > External Service Desk

    > Define Extended Interface Mapping for Service Desk

    Customizing

    Hope this helps.

    Cheers

    SH

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  • Posted on Aug 19, 2010 at 10:55 AM

    Hi,

    in SPRO under "SAP Solution Manager> Scenario-Specific Settings>Service Desk>Service Desk>Status Profile.

    you can lease check your status profile for the "lowest status no." and "highest status no." values of the status values.

    If the "high" value of the status "x" is lower than the status number of status "y" than you can not set the message from "x" to "y"!

    jansi

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    • Former Member

      Hi Jansi,

      I am using solution manager 7.0,i have added few more options to status profile and they are visible also,the status which i have added is "For Approval" and "Approved",but when i am trying to change the status of an incident i am not able to select "For Approval" and "Approved" status.Could you please let me know how to solve this issue.

  • author's profile photo Former Member
    Former Member
    Posted on Jan 18, 2016 at 10:40 AM

    Hi Kushan,

    I am having the same issue you had as mentioned below:

    3) Message comes to the external help desk but the status is still "New" and it wont carry what the status was set in the customer's help desk. ( I need a solution for this ...)

    Would you mind sharing your solution for this?

    Regards,

    Calvin van der Walt

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