Support Desk Integration with Enterprise Portal

[Former Member]

Hi Experts,

We have a scenario to Implement Service desk with portal.

can any buddy tell me the procedure to achieve this scenario.

thanks in advance.

BK

[Former Member]

Hi

You want to create the support message from portal?

in that case u need to enable prober iview, make sure you define the EP system properly in smsy, all the product instance specified correctly?

for further check the sap note [Note 641707 - iView EPSolman ("Request Support")|https://websmp230.sap-ag.de/sap(bD1lbiZjPTAwMQ==)/bc/bsp/spn/sapnotes/index2.htm?numm=641707]

Thanks,

Jansi

[Former Member]

Hi,

Initial application is working fine i am not getting the object based navigation to next application.

for navigation we need to create the bsp application.

but the bsp application is not working properly.

any suggestions on this.

please let me know.

[prakhar_saxena]

Hi

If you want to use web based service desk as i have mentioned

are you using the link as per mentioned in the service desk guide or solman_workcenter transaction

we are not using BSP any more and using the webdynpro services for your update.

please follow the guide if you are facing any issue post in detail where you struck and what you are doing.

Hope it helps

regards

prakhar

[Former Member]

Hi Prakhar,

We are using web based service desk for solman workcenter.

I am struck up with object based navigation from main page.

I am getting the error as There is no iView available for system "<system-ID>": object

"SolManNavigation". For more information, contact your administrator when i click on new message on new message link.

Is there any procedure for this, Please share.

Regards

BK

[prakhar_saxena]

Hi

First how you are using it means from Solman_workcenter tcode or from the ags_workcenter browser URL

secondly,

have you activated the services

Scenario specific ->Service Desk->activate Solution Manager Services and activate SM_SERVICE_DESK

Mainly web pages won't open either due to inactive service or due to network settings so if the service is activate contact your network or basis admin too.

Regards

Prakhar

[Former Member]

Hi,

Please check your setting again using this,

[Enabling Incident Management Work Center in SAP Portal|http://www.sdn.sap.com/irj/scn/weblogs?blog=/pub/wlg/9514] [original link is broken] [original link is broken] [original link is broken];

Thanks,

Jansi

[Former Member]

Hi,

Prakhar@ We are using the service desk through ags_workcenter browser URL.

The service SM_SERVICE_DESK is not available in the server.May be it is version related,

currently we are using SAP Solman 7.0

As per SAP Note 1399645 we are working for service desk.

Jansi@ I have gone through the above mentioned blog.

I am facing problem working with bsp application and is there any version related bsp applications for this navigation part.

Best Regards.

BK

[prakhar_saxena]

Hi

It seems we have found the root cause of the problem

if that service itself is not there then you can't access it anyway

But are you really sure have you pressed f4 and cheked for that service in SPRO activity i have mentioned.cross check again.

In case if it is really not there,

please upgrade your solution manager server to start using the same.

SAP recommendation is to be on higher/latest support pack always.

Regards

Prakhar

[prakhar_saxena]

Hi

Are you taking about web based service desk

this is standard called workcenters in solution manager

https://websmp210.sap-ag.de/~sapdownload/011000358700000776062009E/Howto_ServiceDesk.pdf

https://websmp210.sap-ag.de/~sapdownload/011000358700000150572007E/How_to_use_IC_WebClient.pdf

Regards

Prakhar

[Former Member]

Hi Prakhar,

Thanks for the quick response.

I need some more detailed clarification on this web based work centers.

we have one webdynpro abap application to launch the service desk.

Is it enough to launch the service desk are any more applications is required to achieve

the navigation of applications.

could you please provide me some tips on this.

Thanks.

BK

[prakhar_saxena]

Hi

yes you are correct

This is just a single URL you can access all the features of service desk

via the incident management workcenter

hope that ans ur query

regards

prakhar