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incident-management with web dynpro ags_incident_trans_key

Former Member
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Hello!

I try to implement the solution manager incident-management with web dynpro. Especially i have a problem with the web dynpro ags_incident_trans_key.

In SAP-help http://help.sap.com/saphelp_smehp1/helpdata/en/40/8ac473d40943ddb23def12bdb33437/frameset.htm you can read under topic "Replying to Solution Proposals or Questions", that when you do the action "answer" the user status of the support message is reset to In Process. But this doesn't happened. Where can this be customized? In transaction sppfcadm it's not possible, because the button "answer" is no PPF-action (or I can't find it).

Is there any solution, that the support employee is automatical informed with an mail, that the user status of the support message is reset to In Process?

Thanks in advance

Ralph

Accepted Solutions (1)

Accepted Solutions (1)

Former Member
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Hello Ralph,

when you do the action "answer" the user status of the support message is reset to In Process. But this doesn't happened. Where can this be customized? In transaction sppfcadm it's not possible, because the button "answer" is no PPF-action (or I can't find it).

This can be done using the table AGS_WORK_REP_STA.

Is there any solution, that the support employee is automatical informed with an mail, that the user status of the support message is reset to In Process?

Please have a look to this blog : [http://www.sdn.sap.com/irj/scn/weblogs?blog=/pub/wlg/15438] [original link is broken] [original link is broken] [original link is broken];

Hope this helps.

BR.

Stu00E9phane.

Former Member
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Hello Stéphane,

thank you for your answer. I will check this.

Please have a look to this blog : /people/riccardo.escher/blog/2009/08/21/pep-up-your-charm--part-1-howto-create-a-smart-e-mail-action

--> It's a guide for sppfcadm. I know this transaction very well. I think, I can trigger a mail-action with the status In Process.

Ich will check this too und tell you the results.

Regards,

Ralph

Former Member
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Hello Ralph,

you can check the following thread for additional information:

[;

Regards,

Christoph

Former Member
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Hello,

sorry, but it doesn't work. I found note 1493154 and installed it.

I had to jump in ZLFN from E0004 to E0002.

The STSMA in table TJ30 is ZLFNHEA2

First I tried AGS_WORK_CUSTOM.

NAME = IM_REP_STA_ZLFN_E0004

VALUE = E0002

No success.

Then I tried AGS_WORK_REP_STA.

ORI_STATUS = E0004

REP_STATUS = E0002.

No success.

What's missing? I hope, the user doesn't need the rights TEXTID=SU15;ACTVT=02....

Regards,

Ralph

Former Member
0 Kudos

Hi,

with your entry in AGS_WORK_REP_STA the status change should work.

Can you please check if there is an authorization issue?

Please also check that the status profile allows a status change from E0004 to E0002.

If that is OK, you can try to debug:

Webdynpro Component AGS_CC_INCIDENT_DETAILS

View V_PREVIEW

Method NEED_CHANGE_STATUS gets the status to set

Method ONACTIONREPLY_MSG_OK changes the status

Regards,

Christoph

Former Member
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Hello Christoph,

Thankx for your answer!

I had to modify the status profile in crmbs02. After that the status changes perfect.

Now I am able to change in transaction crm_dno_monitor the status in two ways:

a) button "action" --> choose action --> everything is fine. A mail is created with PPF-Action and the status changes. But this button is not availbale in the web-dynpro (and that's good!).

b) button "status" --> choose status --> status of incident-dokument changes, but there is no mail-action. The button "status" has the same result as pushing the "answer"-button in the web-dynpro.

The user should use only the web-dynpro-button "answer". So, how musst this mail-action be configured? Maybe in sppfcadm?

Regards,

Ralph

Edited by: Ralph Dollinger on Oct 18, 2010 12:02 PM

Former Member
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Hi,

Please kindly have a look at this link, it may help

https://websmp103.sap-ag.de/~form/sapnet?_SHORTKEY=01100035870000722612&_OBJECT=01100035870000190382...

there is also another expert blog on email notification

/people/dolores.correa/blog/2007/09/18/sending-e-mail-from-support-message

Hope this helps.

Cheers

SH

Former Member
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Hello!

Problem solved. I had to change the rule type into "Conditions Using Bussiness AddIn (BAdI)

Thankx!

Regards,

Ralph

Answers (0)