Service Message Reported By field Empty

[Former Member]

We have configured solution manager service desk in ourcenvironment and for our testing systems everything seems to be working correctly. However when I create a service message in our production system the Reported by field is not populated in the service messages.

I have verified that the production system has RFCs generated in teh system landscape, an IBASE is created for it and a business partner assigned to the IBASE number. The BCOS_CUST table has been correctly configured.

Would appreciate any advise on what else to check?

Regards Michael

[Former Member · Accepted solution]

Hi Michael,

How did you create your BP ? For every BP, you have to create an External System Identifier for each system from which a message can be created. To do that, use BP transaction, in Business Partner (Gen.) from the dropdown list, in Identification tab, do the following :

In Identification Numbers, add a line for each system from which message can be created :

IDType Description Identification Number

CRM001 External System Identifier

Kind regards,

Stéphane.

[sunny_pahuja2]

Hi,

In addition what Stephane has suggested, Have you created Rules ?

Go to SPRO --> Solution Manager --> Scenario Specific Settings --> Service Desk --> Organization Model --> Determination Rules of Support Team.

Thanks

Sunny