Missing text types in workcenter

[Former Member]

Hello to all.

We have a problem when we try to use different text types (Internal Note, Description, Response, Query and others) in our Service Desk:

1. Some user creates a support message

2. Message processor goes to solman_workcenter (it is important, not to crm_dno_monitor) and tries to write a Reply text. But the button "add text" allows to add only Internal note. We can't see other types in the list.

Our attempts to solve this problem:

a. We checked all CRM_TXT_ID authorizations

b. We implemented BC-set SOLMAN40_SDESK_TEXTTYPES_001,

c. We activated BADI AI_SDK_TEXT_AUTH

But it didn't help.

Does anybody have any ideas or successfull solution of such a problem?

[Former Member]

We gave up to resolve that problem in 7.01 because now we are configuring SAP SM 7.1 SP4

But if somebody will face such a problem and fight it - please tell us about sollution.

[Former Member]

Still need guru's help.

Did anybody faced such a problem?

[Former Member]

Hi artem jegalin,

Which version are you working in??

For SolMan 7.1 text are define in the following path:

IMG -> SAP Solution Manager -> Capabilities -> Application Incident Management (Service Desk) -> Text Determination Procedure -> Define Text Determination Procedure

Text Object: CRM_ORDER_H

Procedure: select your Incident Text header (for me ZMIN001)

Here you can see the Text Definition, for example SU99 for Description, SU01 for Reply and so on

Please check which texts are define in your system. If you have more options that you can see, check with profile authorization SAP_ALL, you should see now all the text types, if you can your problem is authorization, you should review your roles.

Regards,

Marta

[Former Member]

Hi Marta,

we are working with 7.01 SP28

I have SAP_ALL, but still we I can't create only internal note in Web UI