"Service Desk" - Email to Message Creator time delay.

[Former Member]

Hi.

I'v have implemented service desk function with e-mail automation sucessfully.

However I've noticed that when I send and email to the message creator, this message has a delay of an hour. I mean if I send and email from Sol. Manager at 9:00 a.m., it will be sent at 10:00 a.m. --> I can see this delay on tcode: scot.

I've read some where that this kind of messages (support messages) are deal with background processes, I understand this but can we change this delay from one hour to 5 minutes (for example)? How?

Kind Regards

Armando Santos

[Former Member · Accepted solution]

Hello Sanjai

Thanks for your suggestion, but it doesn't work.

I've just sent another message from Sol. Manager to the creator the the message and the status on SCOT is:

12.03.2009 17:16:03 Document sent

12.03.2009 17:16:03 Wait for communications service

Pls note that the current hour is 17:16:03

Details about the message - SCOT:

Status @1T\QDispatch time not yet reached@

Send Method via Internet

Document title Service Transaction w. Message

Document size 84kB

Sender ARMANDOS

User Name ARMANDOS

Recipient User4 -

Send date 12.03.2009

Send time 18:16:10

Message number 672

Status txt Will be sent after 12.03.2009 18:16:10

Message Class SO

Message Type Q

TransMeth(Shrt) INT

Document class OTF

Object year 34

Object number 000000000023

Recipient type ADR

Recipient year 34

Recipient number 000000000044

Send Request GUID DE0F2977847025F19BF9001A92D07DFC

Do Not Send Before (Date) 12.03.2009

Do Not Send Before (Time) 18:16:10

As you see it will be send after 18:16:10 --> "Do Not Send Before (Time) 18:16:10"

How can I change this?! Any suggestion?

Thanks in advance.

Regards

Armando Santos

[Former Member · Accepted solution]

Hi Armando Santos ,

Can you check your solution manager system(server) time settings.

Is it sync with your presentation systems.

I had the same kind of problem earlier.

I had sent mails from solution manager system. But it reached my internet mailbox after 6 hours only.

Becasue my solution manager system time was set to CET instead of CST(which is our current time).

CET is 6 hrs ahead than CST.

Then i was able to get mail from solution manager immediately after i reset the time to CST.

Regards,

Sanjai

[Former Member]

Good Morning Sanjai

Many thanks for your answer --> IT SOLVED MY PROBLEM

You are right it is just a question of time-zone of SAP. I've change from CET to GMTUK and the messages don't have any delay now.

Thanks for the tip and the help.

Best Regards

Armando Santos

[Former Member]

Hi Armando

I have the same problem

Which transaction did you use and what did you do in to modify time zone ?

Thanks

Sebastien

[Former Member]

Hi Sebastien,

Use tcode: STZAC to change system time settings.

OR

SPRO->SAP Customizing Implementation Guide->SAP NetWeaver->General Settings

->Time Zones->Maintain System Timings

Choose "Yes" when pop-up asks confirmation to change system time settings for all clients.

Let me know if you need more hlep.

Regards,

Sanjai

[Former Member]

Hello Nesimi,

I've just sent an email to the creator of the support message and in SCOT the email as the following status:

status text: Will be sent after 12.03.2009 16:55:26

12.03.2009 15:55:19 Document sent

12.03.2009 15:55:19 Wait for communications service

Status @1T\QDispatch time not yet reached@

Send Method via Internet

Document title Service Transaction w. Message

Document size 84kB

Sender ARMANDOS

User Name ARMANDOS

Recipient User4 -

Send date 12.03.2009

Send time 16:55:26

Message number 672

Status txt Will be sent after 12.03.2009 16:55:26

Message Class SO

Message Type Q

TransMeth(Shrt) INT

Document class OTF

Object year 34

Object number 000000000022

Recipient type ADR

Recipient year 34

Recipient number 000000000043

Send Request GUID DE0F1E33B6D833F19BF9001A92D07DFC

Do Not Send Before (Date) 12.03.2009

Do Not Send Before (Time) 16:55:26

As you can see the message will be available for sending at 16:55:26 --> One hour delay!!!

Please note that the current hour on the server/host is 15:55:19.

After the 16:55 (when the message is available for sending) I've a job that is running every 5 min. that send the message to the creator, but only after 16:55 --> One hour delay!!!

Any suggestions!?

Kind Regards

Armando Santos

[Former Member]

Hi,

1. Go to SCOT, Choose "System Status" from menu "View".

2. Elabrate the node "INT"(Internet) under the system.

3. Double Click on "SMTP". Opo up window will be dispalyed.

4. Under General Information:

"Maximum waiting time for repeat send attempt procedure:"

Hours/minutes / 30

Remove any entry for hours if exists and enter the required time in minutes(as mentioned above).

Hope this may help you.

Regards,

Sanjai

[Former Member]

Armando

in which status does the email stay in SCOT after 1mins and in which after 6mins?

Nesimi

[Former Member]

Hi Ragu,

Thanks for your answer.

I've already a SCOT job schedule for 5 minutes, so that is not the problem. Any more sugestions?

Regards

Armando Santos

[raguraman_c]

Hi,

Yes, you are right, The delay is caused by the SCOT Job. The only option is to reschedule the SCOT job every 5 Minutes.

Hope this helps.

Feel free to revert back.

-=-Ragu