Additional fields in Support message

[Former Member]

Hi All,

We have set up Service Desk functionallity and we are facing a problem when trying to create a new message.

We are able to create support message in solman from satellite systems ( Help -> Create Support Message) . We need to have some additional fileds in the help menu. Now we are having Component, Short Text and priority. As per our requirement, the user should be able to enter the addional details in the hep menu and the same details should flow satellite system to service desk message in solman.

Can you please help us to achive the same ?

Thanks in advance,

Shaju

[Former Member · Accepted solution]

Hi,

Perhaps there exists an Customer exit, sbcos001, there you can modify the text

(one part that will be shown in the popup and an other part that

won't be displayed). TO get information for this extended text, you

could create an new popup on the way of the implementation of

this exit. Otherwise if you would like to modify the original

popup for create feedback, then you have to make a modification, there

are no exit on this screen.

More about the exit you could read in the note 388814.

using a walkaround to include the new field which require the end

user to fill:

1.Within the userexit provided, you may program to call a new popup

from the standard popup, on which you can put the new field, when

end user has filled it, you can store the value into the text field

of the userexit which is not displayed on the standard popup;

2.Within the userexit provided, you may predefine the text of the

description in the standard popup, for example instead of display a

blank screen, you may prefill text like:

Province:

Description:

then after end user has filled the data, you can use the userexit

to analyze the text, and ensure whether the province data has been

correctly provided.

3.Of couse you can modify the standard popup screen, but as this is a

modification to standard program, please reconsider whether you do

not have other options, as this will not be supported via SAP standard

service.

You might not be able to have the value stored in an extra field on the

popup displayed. But you will be able to fulfil it via the codings.

Firstly, via the new popup you defined called via the badi I suggested,

on that new popup you will be able to define extra field and collect

data. And store it in the PAI_TEXT.

And there is another badi DNO_EVENT_SAVE method CREATE_NOTIF, which can

be used together to fulfil a part of your requirement, this is a badi

which can influence the basis part of the support message.

You may also check a note 519388 which is an example of using the

sbcos001. This might not match your requirement, but at least for your

reference.

Cheers,

sh

[Former Member · Accepted solution]

Hi Sh,

Thanks for your reply.

I am using the transaction type SLFN for support message in solman. Whenever a message is created from satellite system(Help -> Create Support message), a notificatiion(SLF1) is also created in solman along with the support message.

If i use the BAdI DNO_EVENT_SAVE method CREATE_NOTIF, i am able to set some category for the messgage ABA Notification (SLF1).

Can you please explain what is the difference between these two documents, Support message and ABA notfication. ABA notification is created as a preceding document to Support message in solman.

Thanks,

Shaju

[prakhar_saxena]

Hi,

This is a repeated question

There is no solution for this other than modfiying the standard.

You have to modify the standard code to get this done.

There is no customizing for this.

Hope it clarfies your doubt

Regards

Prakhar