Service Desk - Expert Mode - Not all actions are available

[Former Member]

Dear SAP colleagues,

I have just implemented the Service Desk in our SOLMAN system.

1. I choose Incident Management

2. I click on Queries

3. I click on a ticket (Transaction ID).

4. I edit the message

5. When I select Actions, I only have the 4 following options :

- Send Message to SAP

- Maintain SAP Logon Data

- Display SAP Action Log

- Update SAP Message

When I consult some demos, there are many differents options available in Actions menu, as, for example :

- Open System fro SAP

- Confirm Message to SAP

- E-Mail to Message Creator (Mail)

- Print Message

- Create Change Document

- Call Solution Manager Diagnostics.

Is it due to an missing authorizations (roles and profiles) ?

Thanks for your input.

Best regards

CP2009

[RajeevP]

Hi,

1.Please confirm you have activated all the necessary BC sets for Service Desk

2. Check in SPPFCADM, the actions listed for SLFN (hope you are using this transaction type) and check the conditions defined.

To check this:

1. Goto Transaction SPPFCADM.

2. Select CRM ORDER and click on Condition Configuration.

3. double-click on respective Action Profile:

4.You should be able to see all the actions required to be seen in the list.

5. check the Schedule condition of those actions which are not getting displayed in your action list.

You should be missing this condition and you need to update it as per the status. Please revert in case of concern.

Rajeev

[Former Member]

Dear Rajeev,

First of all, thanks for your input.

I have choosen SIVA when I have activated BC Sets.

Should I activate also BC Sets for transaction type SLFN ?

1. I have started SPPFCADM and follow your recommandations.

2. I have choosen CRM_ORDER

3. I have then click on "Condition Configuration (Transportable Conditions)

4. There are many entries related to the Support and Service Desk

Example : Support Desk Message Action Profile

I have 5 actions defined -

Action 01 : Send Message to Processor

Action 02 : Create/Change Basis Message from CRM Procedure

Action 03 : Send Notification to SAP

Action 04 : Update Message from SAP

Action 05 : Confirm Message to SAP

I have activate BC Sets for transaction type SIVA, not for SLFN.

Best regards

CP2009