Action Log in Support Message

[Former Member]

Hi All,

Am trying to check the Action Log (History) of the Support Message created in Solution Manager.

Steps Followed:

1] Create a support Message from STWB_WORK

2] Open the Message and click on Transaction Data button and then on Actions Tab

Error Message "Find support team responsible, when message is created" is displayed.

Now when i click on "Action Details"and then on "Log" tab

Error Messages -->Error in resolution of rule 'AC13200137' for step '1'

-->Action could not be successfully executed

are displayed.

Can anyone help in finding out the missing configuration ...

Thanks !

Cheers!

Pradeep L

[Former Member · Accepted solution]

Hi,

1) If you want system to recognize support team BP automatically then create org. structure and then sign the BP to it. So that whenever message is created from that particular system BP would be automatically determined.

2) If support team BP is not required to determine automatically because user can enter BP no. of support team and assign the ticket to the particular support team member.

This can be done without org. struc. and without error.

What is you scenario out of above two? Inspire by rewarding for more detail explanation on one of the.

Regards,

Nikhil

[Former Member · Accepted solution]

Hi Nikhil

We are creating a Protorype.

we have not finalized on the scenario. It would be great if you can give details on both the scenarios so that we can finalize on one scenario

Thanks!

Regards,

Pradeep L

[Former Member · Accepted solution]

Hi,

Finalize any one of them. I would surely help you.

Regards,

Nikhil

[Former Member · Accepted solution]

Hi Nikil,

Thanks for the reply.

we had a short discussion and decided to go on with 1st scenario which you have mentioned..

Please help us with more details

Regards,

Pradeep L

[Former Member · Accepted solution]

Hi,

This will solve your problem. Where are my points friend?

Regards,

Nikhil

[Former Member · Accepted solution]

Thanks Nikhil,

The document was really helpfull and solved my issue:)

Regards,

Pradeep L

[Former Member · Accepted solution]

It did not solve my issue though and i am still see the same error:-

Now when i click on "Action Details"and then on "Log" tab

Error Messages -->Error in resolution of rule 'AC13200137' for step '1'

-->Action could not be successfully executed

Even though I followed the linked document. Can someone please help.

Thanks,

Saqib

[Former Member]

Hi ,

Since the action log does not tell you the real reason, you'd bake add breakpoint in the PPF action so that you can know the reason why is is not done.

Best regards,

Blake Le

[Former Member]

Now when i click on "Action Details"and then on "Log" tab

Error Messages -->Error in resolution of rule 'AC13200137' for step '1'

-->Action could not be successfully executed

For the above problem assign partner function to action pertaining to that status. IMG-->Define Action. Inspire by rewarding.

Regards,

Nikhil

[Former Member]

For the Support Team to be determined correctly you need to first

create a Organization Structure for the Support Team. You need to

ensure that appropriate Business partners are generated for this Org

structure.

Then you should have the rule for Support Team Determination correctly

configured.

This note can also be helpfull:

616946 - Support Desk: support team determination using SAP component

[Former Member]

Hi ,

Thanks for you reply.

I tried creating a Org Structure for Support Team, but the Business Partner number is not generated automatically

Can you please help with the steps in creating a Org Structure for Support Team under Service desk Organisatino and how to ensure the Business Partners are genereted for this Org Structure.

Thanks again..!

Regards,

Pradeep L

[Former Member]

Hi Pradeep

Have you found a solution to your problem meationed above. If not please let me know and I will explain to you how to sort it out as I experienced the same issue.

Santosh

[Former Member]

Hi Santosh,

This is still not solved..

Can you Please help

Thanks!

Regards,

Pradeep L