Support Desk:Action Send to External Service Desk not available in VAR Solm

[Former Member]

Hi

I implemented soluiton for Collaboration between two

SAP Solution Manager Service Desks, eg. VAR Solman and Customer Solman.

I have considered the recommendations from guide "How To Setup ServiceDesk 2 ServiceDesk Connection Nov 09.pdf".

Alternative value mapping between the VAR Service Desk and the VAR customer Service Desk are generated automatically.

I did perfom few additional settings in the IMG activity for Value Mapping for Service Desk Interface.

The process works properly only in one direction, when Customer create message and send it to VAR solman with function

"Send To External Service Desk". The message arrives in VAR Solman with status 'Sent to Support' and all Informations.

The problem is in VAR Solman, beacuse I can not replay to the message (send message back to customer)

Action "Send to External Service Desk" is available only if I put message in status 'In process' otherwise I have

only few options under Actions button (five of them: Update message from SAP, print message, Time recording, Answers to Appl,... and Customer Connection via SAP Back).

If I choose Action "Send to External Service Desk" in status "in process" mesage appears in Customer Solman.

I need action "Send to External Service Desk" also for status Customer Action, Solution Provided.

I appreciate any advice how to solve the problem.

Mark

Edited by: Marko Iljas on Nov 28, 2010 3:05 AM

Edited by: Marko Iljas on Nov 28, 2010 3:26 AM

[Former Member]

Hi Mark,

It depends on condition settings for which status an action are scheduled, that is, an action is selectable for particular status.

Please check the following SPRO.

Scenario-Specific Settings -> Service Desk -> Service Desk -> Define Action Profile -> Change Actions and Conditions -> Define Conditions

I think there is some "schedule condition" defined for the action "Send to External Service Desk". You can edit this condition or create new condition to specify user status for which you want to choose the action, or leave it blank. If blank, the action is always listed in the action box and you can execute it anytime.

Regards,

Kazuhisa

[Former Member]

Hi Kazuhisa

Thank you for an answer. I check my problem in more details and I disocoverd that the problem is bit differ what I described in previous mail.

The scenario is connection between Customer solman to VAR solman.

The problem is that Some Actions in not available in VAR solman for some message statuses.

For example, I can not replay the Customer solman when the message is in status 'Author Action'

If I put the message in VAR solman in status 'Author Action' I just following Actions available:

- Update message from SAP

- Print Message

- Time recording

- Ansers to appl-spec. question

- Customers Connecton via SAP Service Back

I need action 'Answer to Customer' Action to answer to send the message to Customer Solman.

Do you have any idea where to setup up this Action?

Thank you in advance

Mark