Automatic forwarding to external service desk
We have integrated our solution manager system with external service desk. To perform automatic forwarding of the message we referred the oss note 1084744.The note suggest to enhance the action profile AI_SDK_STANDARD and the action AI_SDK_STANDARD_UPDATE_SAP_AUT. But the
action AI_SDK_STANDARD_UPDATE_SAP_AUT is not defined in the action profile. Now we are using the action profile SLFN0001_ADVANCED for support message and there also we dont have action for automatic forwarding of the message to extenal service desk (both SAP and non-SAP).
Moreover, the action AI_SDK_STANDARD_UPDATE_SAP_AUT which is given in the note 1084744 is to perform automatic forwarding to SAP and not to any general external service desk.(Is there any action for automatic forwarding to a general external service desk ?)
As per SAP document, we can customize the system sothat whenever the user creates support message in solman from satellite system the message will be automatically forwarded to external service desk. Can you please help to do the customizing for the same ?
Thanks in Advance,
Michael Meissner replied
I understand that there is a specific action for general service desk. See this blog for details https://www.sdn.sap.com/irj/scn/weblogs?blog=/pub/wlg/9985. [original link is broken] [original link is broken] [original link is broken] The action is SLFN0001 _ ADVANCED _ SEND _ THIRD. As for the customizing, we are working on it right now. Have you made any step forward?