Customer message screen

[Former Member]

Hi -

We are on SAP EHP1 for SAP Netweaver 7.0. The service desk is through URL. While testing this, we came across some fields on the ' new message ' screen like 'reported by', 'processor', ' category' and ' subject' in the middle of the new message screen. My guess is reported by and processor should be on the message processor screen and not on the customer screen.

Can someone throw light as what fields would be the best on customer and message processor screens?

Also there is an 'Additional information' tab in between the problem description and attachments tab in customer message screen. How do we remove that?

Any/all help is much appreciated.

[Former Member]

Hi,

I don't know which user you are using but like in SAP GUI world you have different transactions to create messages depending if you are the support or key user

the following transaction in solman DSMOP_NOTIF_BSP will generate the URL you need

it should give something like

http://xxxxx.com:8010/sap/bc/bsp/sap/dswp_create_msg/msg_new.do for end user

for support you can use NOTIF_CREATE_BSP in solman to get the url

it should give somehting like

http://xxxxx.com:8010/sap/bc/bsp/sap/dswpnotifcreate/msg_new.do for support

(your port might be different)

Inconvenient from the first one is that the ibase will be the one of Solman where the message is created.

What you can do is prefill the page of the second solution with predefined values in the url you give to the key user. In addition you can fine tune the security in such a way that only authorized value are appearing the menu.

In conclusion, no need to customize the screen.

I hope it helps