Document for setup multiple transaction for Service Desk in SP18

[Former Member]

Do you have any documetation how to setup multiple transaction in Service Desk in SP18?

Regards

Lament

[prakhar_saxena · Accepted solution]

Dear Gates,

Yes you are correct from SP18 we have this option for service desk you can check IMG doc in spro

Goto spro->scen spec->service desk->service desk->muliti transactiion type handling,

form img help

Specify Several Transaction Types

Use

In this IMG activity, you define which transaction types you want to work with in the Solution Manager Service Desk.

You can:

Define a transaction type that you can use for Service Desk messages integrated in SAP Solution Manager. This means this transaction type is used in Solution Manager projects and in the test workbench.

Use several transaction types for the Service Desk only. Thus you can use the Service Desk for Service Providers and Software Partners in different transaction types.

Requirements

You must have already created the transaction types to implement this configuration.

Activities

Specify Message Types

1. Double-click PROCESS_TYPE.

By default, the transaction type SLFN is displayed. This transaction type is the transaction type that is used integrated in SAP Solution Manager, that is, if you create messages in other functions, such as Business Process Monitoring or Solution Manager projects.

2. Proceed as follows:

If you want to use a different transaction type, replace the transaction type SLFN with the required transaction type.

If you want to use several transaction types, create a new entry using the New Entries pushbutton and enter the relevant data:

- User name: blank

- Field name: PROCESS_TYPE_ADD

- Sequence number: a sequential number (1, 2, 3...)

- Description: as required

- Field value: transaction type

Repeat the steps for all other transaction types you require. Increment the sequential number in each case.

3. Save your entries.

Classify Transaction Types

4. Use the input help to choose which transaction type you want to use (transaction types in PROCESS_TYPE and PROCESS_TYPE_ADD).

5. For each transaction type, select the category:

Standard: You are using the normal Service Desk.

Software Partner: You are a developer of SAP add-on software and receive your problem messages from SAP.

Service Provider: You operate a Service Desk for several customers.

Business ByDesign: You operate a Service Desk for customers with the product SAP Business ByDesign.

6. Save your entries.

Perform this step and the next step

Specify Target Transaction Type from Basis Message

Use

In this Customizing activity, you implement the enhancement to specify the target transaction type. If you are using several transaction types and use the menu function Help -> Feedback (Create Support Messages) to receive Service Desk messages, you can use this implementation to specify in which target transaction type the message is created.

Activities

Implement the BAdI BADI_DECT_PROC_TYPE_FOR_DNO.

Regards

Prakhar

[Former Member · Accepted solution]

The correct name of the Badi is BADI_DET_PROC_TYPE_FROM_DNO.

I have discoverd a problem with the Importing Variables of the Badi.

  CALL BADI lo_badi_det_proc_type->determine_proc_type_from_order
      EXPORTING
        is_notif_ext      = is_notif_ext
        is_notif_crm      = is_notif_crm
        is_ib_data        = is_ib_data
        iv_ib_extid       = iv_ib_extid
        it_partners       = ta_partners
        it_sap_data       = ta_sap_data
        it_text_headers   = ta_text_headers
        it_text_lines     = ta_text_lines
        it_appx_headers   = ta_appx_headers
        it_appx_lines     = ta_appx_lines
        it_appx_lines_bin = ta_appx_lines_bin
      CHANGING
        cv_proc_type      = lv_pro_type.

The Variables

 ta_sap_data

are structures with internal tables

 ta_sap_data[]

. In the internal table the values for system ID, system installation and system client are stored.

The importing structure

 ta_sap_data

is empty when it recheas the badi.

Can anybody tell me how to reach the internal table of the calling function module of the badi?

Edited by: Ali Hamoudi on May 7, 2009 3:53 PM

[raguraman_c]

explain.

Feel free to revert back.

-=-Ragu

[Former Member]

in the ealier version of service desk , only one transaction type is supported. However , after SP18, more transaction is supported.