Incident Management Component Extension 2.0

[Former Member]

Hi Gurus

We are facing some below while configuring the Incident management ,Component Extension (2.0). and done all configurations in SPRO

we are created 2 users

1) Reporting person (SAP_EHSM_HSS_INCIDENT_REPORTER)

2) Incident Manager ( SAP_EHSM_MASTER , SAP_EHSM_HSS_INCIDENT_MANAGER,SAP_EHSM_HSS_INCIDENT_NOTIFIED ).

Incident was created in the Reporting person (User ) and got the message " Incident created successfully and concern Incident Manger has been notified"

if we are checked in the Incident Manger work flow " In box" there is no Notifications found and even unable to edit the incident from Manger role also.

Cant able to change the status of Incident from " New" to "in process"

can you please guide me what kind of additional configurations are required to resolve the above issuse.

1) How to configure the linkage b/w two user reporting person to Incident Manager?

2) Which kind RFC Destinations to be defined?

please guide me

Thanks

Kevin

[naveen_chepuri · Accepted solution]

Hi Kevin,

Assuming Manager user is assigned to respective Task for sending WF item.

Check SWi1 transaction to see whether WF is triggered after the process.

If not triggered then something wrong with your configuration or WF builder is not active.

If triggered check the containers in particular event with task ID to which agent WF item was send. IF Agent was not determined then you might have to assign this agent in WF task.

Check and let us know.

Thanks,

Quantum.

[Former Member · Accepted solution]

Hi Joachim/ sunil/Naveen

Thanks a lot for support on my issue. I was successfully resolved / configured the process as suggested by you , but still i am unable to edit the incident from Incident manager user & incident notification is appear in incident manager work over view. screen shots attached for u r reference.

1) Automatic work flow customization

2)Check Configuration of Workflow System

3)"List configured processes"

4)"Assign Default roles to workflow tasks"

As suggested by naveen , after reporting Workflow log checked in Swi1 and did not found any issues

.

If i was checked in the incident manager work overview did not found any incident and from ehs maanger ID unable to edit the incident , screen shots attached for u r reference.

How to change the status of incident from "new" to In process

pl.help to resolve this issue

kevin

[naveen_chepuri · Accepted solution]

Hi Kevin,

Did you check the containers list in SWI1 transaction?

To see the containers list you have to click on Task Log. You may find the agent name incident was triggered.

Also what is the WF task it is triggering when new incident is created in the system? Make sure you have standard Workflow WS00500001 triggered.

Regarding error in your last screen, it was coming because your incident was closed and you are trying to make changes in closed incident. You can set the status to reopened if you want to make any changes.

Regarding your question"How to change the status of incident from "new" to In process", System will automatically change the status to Inprocess once you process or change the incident when it is in New status.

Thanks,

Quantum.

[Former Member · Accepted solution]

Hi Naveen

I was check the log n found while creating incident standard work flow " Incident Life cycle" is not triggering " WS00500001 " and some other work flow "" is triggering.

can you please guide from where i have to customize the standard workflow

" WS00500001 "

Kevin

[naveen_chepuri · Accepted solution]

Hi Kevin,

Please check whether you have triggering event is active in SWDD transaction code.

Triggering event is the first event of your WF builder. Double click on that event and you would see this is start event tab.

Alsd check they are no errors status in SWTYPV transaction code with your receiver type.

[Former Member · Accepted solution]

Hi Naveen

Thank you very much for your support

Now i was triggering the standard workflow ws00500001 , but i was getting error at incident report generation level. screen shots attached , can you please check is there binding is properly existed b/w method type & object type..  I Didn't resolve this because i am not getting any error rectification procedure

Kevin

[Former Member · Accepted solution]

Hi Kevin

Pl.Ensure ADs configured or not , we are resolved similar kind of issue by configuring ADS

Balajee