Solution Manager Service Desk - Status Profile

[Former Member]

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

[Former Member]

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

[RajeevP]

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

[Former Member]

Hi Rajeev,

Thanks a lot once again for the great support.

I will explain you my situation in point form step by step.

1) Customer create a message from the satellite system (Ex : SID IDS) and the message comes to customer's SAP Solution manager help desk with the status "New".

2) Then I want to change the status to "Send to External Help Desk" and forward the message to the External Help desk (VAR)

then the message should carry the stats as "Send to External Help Desk"

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 ...)

4) then VAR Help desk change the status to "Customer Action" and Synchronize the message with the Customer's help desk.

Synchronization works but still the status wont get updated as what the VAR help desk has changed. Customer's Help desk still have the "Send to External Help Desk" status ( I need a solution for this....)

5) from the VAR help desk at this stage only "Send To SAP" is enabled and rest of the other statuses are disabled. How can I get the rest of the status enabled ?

Appreciate your help to get this problem fixed so that I would have a workable solution.

Thanks a lot in advance.

best regards

Kushan

[Former Member]

Dear Experts,

Can someone give me some idea as to how I should get these problem solved ?

I'm expecting your kind supports ...

Thanking you in advance.

Kushan

[Former Member]

Hi Kushan,

Did you check [Note 1388227|https://service.sap.com/sap/support/notes/1388227|External interface: Synchronizing the user status] ?

The functionality is different depending on SP level.

SP21 or before, user status was not transferred to external service desk. As of SP22, or applying the above note, user status will be transferred to ext. service desk.

And please make sure that you need to map the attribute "SAPUserStatus".

Regards,

Kobayashi

[Former Member]

Dear Kobayashi,

Thanks a lot for the reply.

This note is already there in the system.

I did the value mapping in Alternative1 using the attribute "SAPUserStatus" both incoming and out going in Both the systems.

But still the same issue.

What could be the issue ?

Appreciate your help and thanks a lot in advance.

Best Regards

Kushan

[Former Member]

Hi Kushan,

Let me make sure that you are using the same status profile and status values in both solution managers. Here I mean "status value" as field ESTAT of table TJ30, not "15" for "Send to External Service Desk" in your case.

Regards,

Kobayashi

[Former Member]

Dear Kobayashi,

Thanks a lot for the reply.

Yes i'm using the same Status profile in both the systems.

Now i revert back to the standard status profile "SLFN0001" but still the status i sent in one system wont get reflected on the other server once the message passed on to the other server.

Have I missed something ?

Is there a document that I can refer to get more information on this Status Mapping process ?

Thanks a lot in advance.

Best Regards

Kushan

[Former Member]

Dear Experts,

Can some one give me some hints on this matter please ? badly need your support to bypass this hurdle.

Thanks a lot in advance.

Best Regards

Kushan

[Miguel_Ariño]

Hello there,

Sorry, I think that I could only propose that you look deeper into the customizing that Seet Ho Li mentioned in his post, it seems that there is some wrong interface mapping and I don't know about known program errors about this.

Best regards,

Miguel Ariñ

[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)" ???

-

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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

[Former Member]

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

[Former Member]

Dear Seet,

Yes I have done all those configurations and I'm able to send messages using the "ACTION" --> Send to External Service Desk.

Dear Shivjansi,

I have given the following Values for my Status Profile.

Status Status Short Text Lowest Highest Auth Code Transaction

10 Open Open 10 60 SLFN

15 EXTH Send to External Service Desk 10 60 SLFN INPR

20 PROC In Process 20 60 SLFN INPR

30 CATC Customer Action 20 60 SLFN RELE

40 SAP1 Sent to SAP 20 60 SLFN INPR

50 SPRV Proposed Solution 20 60 SLFN RELE

60 CONF Confirmed 60 60 SLFN FINI

Thanks and Regards

Kushan

[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.

[Former Member]

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