"Service Desk" --> Support message: No exchange of attachments

[Former Member]

Hi

I have implemented service desk function with e-mail automation sucessfully. However I've noticed that all the attachments included on a support message and sent from Sol. Manager to SAP Support, don't reach SAP.

I've tryed to apply note: 901288 Support message: No exchange of attachments CA-NO from snote but it says "Cannot be implemented".

Can any one tell me each notes do I have to apply to solve this problem?

Regards

Armando Santos

[Former Member · Accepted solution]

Armando Santos,

You can't implement this note 901288 directly. Because it has some steps to be executed, 2 correction instructions ans one more SAP Note 924736 has to be implemented if unicode system.

You have two options.

1. Implement this note 901288 by manually(not from snote)

1.1 Execute the step 1a, 1b by manually

1.2 Choose button "Download Corrections" to download the correction instructions through Download Manager.Once you download it, then implement them.

1.3 Implement Note 924736 if your system is an Unicode system.

Or instead of doing all this

2. Just upgarde your system's SAP_ABA component level to any one this:

SAP_ABA 620 SAPKA62059

SAP_ABA 640 SAPKA64017

SAP_ABA 700 SAPKA70008

Welcome your response back.

Regards,

Sanjai

[Former Member · Accepted solution]

Hello Sanjai,

just for your info.

his system is already upgraded to the patch level you have specified

Rohit

[Former Member]

Hi Rohit.

I've just solved this problem.

The solution is very simple, just run report AI_SDK_FILE_TYPE_TABLE (note 1080131) and all attachments will reach SAP Support.

I've just created a test message support with a DOC + JPG docs and both arrived successfully at SAP support.

So the mystery is solved by running this report.

Regards

Armando Santos

[Former Member]

Hello Armando,

I would suggest you raise a message to SAP telling about the issue that you are facing

Rohit

[Former Member]

Thanks Rohit once again.

The file formats that I'm trying to send as an attachment are docs, JPG or PDF.

Regarding to note 1080131, this note have also been applied from snote.

Regards

Armando Santos

[Former Member]

Thanks Rohit

Still no help with note 569392 - SAP Support Desk: Sending attachments to SAP.

Regards

Armando Santos

[Former Member]

Hello Armando,

what are the file formats that you are trying to send as an attcahment,is that supported by SAP

Please check that in the previous note

Also refer to note 1080131 which also talks about attachments and file types

Rohit

[Former Member]

Hello Armando,

I have got one note for you,I guess this might help

Note 569392 - SAP Support Desk: Sending attachments to SAP

Let me know if this helps

Rohit

[Former Member]

Hello Rohit,

Thanks for your anwser.

Regarding to "were you able to send attachments to SAP before upgrading your system?" --> I've never tryed before because I've, first upgraded the SAP Sol. Manager and second configured the system to "service desk".

I've sucessufuly configured "service desk" email process, but the only thing that is missing is this problem - attachments don't reach SAP.

I really need some guidance on this issue.

Best Regards

Armando Santos

[Former Member]

Good morning Sanjai / Rohit

I really need some help here.

Please give me something to go on with this problem.

Best Regards

Armando Santos

[Former Member]

Hello Armando,

were you able to send attachments to SAP before upgrading your system?

Rohit

[Former Member]

Hello Sanjai / Rohit

Thanks for both answers and help.

Regarding to:

"1. Implement this note 901288 by manually(not from snote)"

I've done that, as Rohit said the system is already update to patch level SAP_ABA 700 SAPKA70015, I mean I checked every FUNC and REPS on note 901288 and all the changes are already implemented on the system. So, it means the problem shouldnu2019t appear, but it is still on the system -> u201Cattachments on support messages donu2019t reach SAPu201D !!!

Please, I need some ideas, some help...

Regards

Armando Santos

[Former Member]

Hi Rohit

Regarding to:

"You can't implement the note 901288 in your system as your SAP_ABA release is higher than what is reqiured for this note,so it is not applicable as the note has been already applied with the support pack"

Yes. You are right I've updated the Sol. Manager recently, so note 90128 should have been already applied on the system during the update.

But the problem still exists and all the attachments sent from Sol. Manager to SAP (support messages) still don't reach SAP. Any suggestions?

Regards

Armando Santos

[Former Member]

Hello Armando,

I agree with you completely.

were you able to send attachments to SAP before upgrading your system?

Also since you have upgraded the system,there is a posibility that that the note 901288 settings might have just changed a bit due to which you are getting issues

Thats is why I am saying to sit with your ABAPER and check the settings mentioned in the note 901288 and see if they exists or not? and let me know of your findings

Rohit

[Former Member]

Hello Armando,

You can't implement the note 901288 in your system as your SAP_ABA release is higher than what is reqiured for this note,so it is not applicable as the note has been already applied with the support pack

But the issue that you have mentioned seems to be the same.

I would suggest you to show the 901288 note to your ABAPER and ask him whether all the corrections that come with the note are there in the system or not?

Also have you implemented any aupport packs recently?

Rohit

[Former Member]

Hello Rohit

Thanks for your answer.

The current patch level (Sol. Manager) that we are running is:

System Data 12.03.2009 13:43:53

SY-DBSYS................ MSSQL 9.00.3042

SY-HOST................. ecc

SY-OPSYS................ Windows NT 5.2

SY-SYSID................ SSM

SY-MANDT................ 001

SY-UNAME................ USER4

SY-DATUM................ 20090312

SY-UZEIT................ 124029

SY-ZONLO................ CET

SY-CALLD................

SY-CPROG................ SAPLSMTR_NAVIGATION

SY-DYNNR................ 0100

SY-REPID................ SAPLSMTR_NAVIGATION

SY-TCODE................

SY-MSG.................. 000

SAP version............. 700

operating system........ Windows NT

machine type............ 2x Intel 80686 (Mod 15 Step 2)

node name............... ECC

SAP system id........... 560

database system......... MSSQL

database name........... SSM

database host........... ECC

database owner.......... ssm

rsyn....................

IP address.............. 192.168.0.22

kernel release.......... 700

database library........ SQL_Server_8.00

kernel compiled......... NT 5.0 2195 Service Pack 4 x86 MS VC++ 13.10 Fe

kernel patch level...... 146

supported SAP vers...... 700

supported database...... MSSQL 7.00.699 or higher, MSSQL 8.00.194

valid OP system......... Windows NT 5.0, Windows NT 5.1, Windows NT 5.2,

OP system release....... 5.2

ABAP load version....... 1563

CUA load version........ 30

kernel kind............. opt

relinfo................. valid

hot package level....... 15

Softw.Comp./Rel./Supp... BBPCRM 500 0011

Softw.Comp./Rel./Supp... BI_CONT 703 0003

Softw.Comp./Rel./Supp... CPRXRPM 400 0007

Softw.Comp./Rel./Supp... PI_BASIS 2006_1_700 0000

Softw.Comp./Rel./Supp... SAP_ABA 700 0015

Softw.Comp./Rel./Supp... SAP_AP 700 0011

Softw.Comp./Rel./Supp... SAP_BASIS 700 0015

Softw.Comp./Rel./Supp... SAP_BW 700 0015

Softw.Comp./Rel./Supp... ST 400 0016

Softw.Comp./Rel./Supp... ST-A/PI 01I_CRM500 0000

Softw.Comp./Rel./Supp... ST-ICO 150_700 0006

Softw.Comp./Rel./Supp... ST-PI 2005_1_700 0006

Softw.Comp./Rel./Supp... ST-SER 700_2008_1 0000

Waiting for your help.

Regards

Armando Santos

[Former Member]

Hello

whats the current patch level are you running at?

Rohit