Support Desk Message is Sent to SAP; But the status is not updated

[Former Member]

Hi All,

We have Solution Manager 7.0 SP15 with Windows Server and Oracle.

Service Desk is configured.

One user has reported a problem from satellite system.

It arrived to Service Desk of Solution Manager.

The support team message processor changed the status to "In Process"

and asked sapadmin user(who can forward messages to SAP) to forward this message to SAP.

sapadmin user(SAP-OSS) has performed the action "Send Message to SAP" successfully.

But the status of the message is still "In Process". It didn't change to "Sent to SAP".

Question is:

1. Where and How to check the message is really sent to SAP or not?

2. Why the status is not changed to SAP? Is anything needs to be done yet?

I have checked this thread and performed the actions. But still it doesn't work.

Regards,

Sanjai

[Former Member]

SAP Note 1140822 resolved this issue.

[Former Member]

Hello Sanjai,

Look for the following note 1247502.This is your solution

You should be able to resolve your issue

Rohit

[Former Member]

Rohit,

Thanks.

I have implemented this note.

I get different error now when the user try to do the action "Send Message to SAP".

The error is: "You do not have authourization to send notification to SAP".

The user has the following roles:

Z:M_SAP_SM_SOLUTION_ALL

Z:M_SAP_SOCM_IT_OPERATOR

Z:M_SAP_SOCM_REQUESTER

Z:M_SAP_SUPPDESK_ADMIN

Z:M_SAP_SUPPDESK_CREATE

Z:M_SAP_SV_FDB_NOTIF_BC_ADMIN

Z:M_SAP_SV_SOLUTION_MANAGER

Z:SAP_MAINT_OPT_ADMIN

SAP Note 1140822 resolved this issue.

We are able to forward the message to SAP.

Regards

Sanjai