solman error in service desk

[Former Member]

Hi,

We are configured the Service Desk Configuration for Solution Manager 4.0.In end user geting any problem they will raise the issue or ticket in production system it goes to SOLMAN.Here we are facing one problem "We are not able to resign the ticket to end user after sloving the issue in solman.What is the problem?

Regards,

Muthu

[Former Member · Accepted solution]

Do u mean re-assign the ticket back to the user or Close the ticket after the solution?

[Former Member · Accepted solution]

Hi,

Re-assign the ticket back to the user.

Regards,

Muthu

[Former Member · Accepted solution]

Hi,

Any update regarding this issue.

Regards,

Muthu

[prakhar_saxena · Accepted solution]

Muthu,

can you explain in detail what is your problem

reassign back to user means what?

for e.g some times we create a zstatus and wants to user to access that status ticket

Pls confirm is that what you want or is ur requirement in detail

Regards

Prakhar

[Former Member · Accepted solution]

Hi,

We try to reassign the ticket to owner (i.e who created that ticket) but it is not possiable.What should be the problem?

Regards,

Muthu

[prakhar_saxena · Accepted solution]

how you are assigning the ticket ...pls elaborate in detail........

for e.g which status which action.....etc.

have you create a zstatus profile etc......

its difficult to guess,,,pls explain more.

Regards

Prakhar

[Former Member · Accepted solution]

Hi,

DNOTIFWL is the tcode.I try to reassign the ticket to owner.I am getting this message "You cannot make changes to partner funcntion PR"

Regards,

Muthu

[prakhar_saxena · Accepted solution]

Goto transaction code

crm_dno_monitor and then goto ur ticket and make the changes.

secondly if you want to make changes to any of the partner present in the ticket please check the partner profile for SLFN transaction type if you are using standard.

Hope it helps.

Regards

Prakhar

[Former Member · Accepted solution]

Hi,

Thanks for your reply.I can't understand your reply.

Regards,

Muthu

[prakhar_saxena · Accepted solution]

There are 2 parts of ticket in solution manager

basis

and

crm

or follow this link which explains how to process tickets in solution manager

https://websmp104.sap-ag.de/~sapidb/011000358700000639592008E.DOC

This doc shows for var but still the process remains the more or less same.

Regards

Prakhar

[Former Member · Accepted solution]

Hi,

We are using the solman only for end user posting the issue from production system to solman.

One end user put one issue in solman.I need to give reply to that user.When i reassign that ticket it show the error "You cannot make changes to partner function PR"

What is the problem?

Regards,

Muthu

[prakhar_saxena · Accepted solution]

Muthu,

I understand but still the basic functionality remain the same..

the process is end user post via help create support messge menu from satellite

and in solman u process the ticket i told earlier.

use crm_dno_monitor transaction to process the same.

In addition you need to have this authorization SAP_SUPPDESK_PROCESS to process it.

Hope it solve ur doubt now.

Regards

Prakhar

Edited by: Prakhar Saxena on Jun 1, 2009 6:46 PM

[Former Member · Accepted solution]

Hi,

Still,I am getting same error when i reassign the ticket to user.

Regards,

Muthu

[prakhar_saxena · Accepted solution]

Have you checked the partner function configuration for the same in SPRO or IMG

Regards

Prakhar

[Former Member · Accepted solution]

Hi,

Thanks for your reply.

Can you tell me the procedue how to check in spro?

Regards,

Muthu.

[Former Member · Accepted solution]

Hi,

Thanks for your help.

Can you tell me the steps how to check in spro.

Regards,

Muthu

[Former Member · Accepted solution]

Hi,

Thanks for your help.

Can you tell me the steps how to check in spro.

Regards,

Muthu

[Former Member · Accepted solution]

Hi,

Thanks for your help.

Can you tell me the steps how to check in spro.

Regards,

Muthu

[Former Member · Accepted solution]

Hi,

Thanks for your help.

Can you tell me the steps how to check in spro.

Regards,

Muthu

[prakhar_saxena · Accepted solution]

spro->scenario specific settings->service desk->partner determination procedure

Regards

Prakhar

[Former Member · Accepted solution]

Hi,

Thanks for your reply.Everything is ok.But we are not able to reassign the ticket to user.

Regards,

Muthu

[Former Member · Accepted solution]

Hello Muthubala,

Muthubala,will you kindly help me with the documentation/notes for configuring Service Desk on Solution Manager 4.0.

I will be highly obliged to you if you can assist me in this because i am in the process of Configuring the Service Desk for our Org.

Thanking you inadvance.

Regards,

Unnikrishnan.