on 08-17-2010 10:01 AM
Hello,
Iu2019m installing and setting up the Service Desk on my Solution Monitoring system.
Iu2019m able now to create a support message in my satellite system with menu action u201CHelp Create Support Messageu201D. The message is put in the queue and could be edited in the tr-Solution_Manager under the Item u201CService Desk Messagesu201D. When I open a message Iu2019m able to change the status of the message form u201CNewu201D to u201C in progressu201D etc. but the item u201CConfirmedu201D is always gray!
Could anyone explain to me how I or the end user could confirm thesupport message?
I couldnu2019t find a detailed description about the process flow only a global one.
Thanks for the information.
Kind regards,
Richard Meijn
Hello,
How are you trying to close the message, via an action or via changin the status? I suggest using an action.
Are you using standard action profile and status profile?
Who exactly is trying to close the message? In my understanding, not everyone in the organization should have the rights to close messages, please check if the role of the user trying to close the message is the right one.
These are loose troubleshooting ideas, please feel free to ask more if you need defiinite advice about these points.
Best regards,
Miguel Ariñ
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Miguel,
I don't know what the best method is to solve the message. (By action or by changing)
The thing I want reach is that only the message creator is able to close the message. On this moment Iu2019m setting up the support desk so Iu2019m message creator and processor. On the system I have the profile SAP_ALL so I must be have the rights to close the message.
But in the service desk transaction of the solution manager Iu2019m not able to change the status to closed. Either doesnu2019t I have found a transaction or action for the creator of the message to close the message.
So if you have any idee how to confirm the message Iu2019m interested.
Kind regards,
Richard Meijn
Hello Richard,
can you confirm that you use the standard support message (SLFN transaction type) with all the standards profiles without any modification ?
Have a look to your status profile (tx CRMBS02) and give us the customizing related to your "closed" status and particularly the customizing related to the transaction control (dble click on the status closed in CRMBS02).
Hope this helps.
BR.
Stéphane.
Hi
I think you need to read this ..it will ans u completely
How to Service desk guide
https://websmp110.sap-ag.de/~sapdownload/011000358700000776062009E/Howto_ServiceDesk.pdf
Regards
Prakhar
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Prakhar,
Thanks for the document.
If I look in the How to Guide I'm able to send the message to SAP and close the message for SAP. Bbut what I expected is that the employee who creates the message could close/confirm the message after the message is set to customer action.
The status of the message couldn't still be set to confirmed by the end user or the message processor. The message status "Confirmed" is still gray?.
How to confirm the support message?
Kind regards,
Richard Meijn
To begin with,
1) Employee/user should have correct permissions to confirm message in Service Market place --> User Data.
If above part is covered
2) once the status message is changed to "confirmed", user should click on save and it may take few seconds to update the status and inform status to SAP.
Hope these are covered ..
Regards
Krishna
Krishna,
So far I understood it isn't always necessary to send a message to the Service Market place. If the service employee could solve the issue he could send a solution to the key user who created the issue. So in my understanding it must be possible to confirm the message locally by the key user who created the message or by the Service Desk Employee.
The key user or the service desk employee must have the capability to confirm the message.
Kind regards,
Richard Meijn
Hi Meijn,
Already solved? If no, check the following customizing.
In SPRO, SAP Solution Manager -> Scenario-Specific Settings -> Service Desk -> Service Desk -> Status Profile -> Change Status Profile for User Status, then choose status profile "SLFN0001" or your customized profile.
"Lowest status no." and "Highest status no." shows which status it can be changed to.
For example, in the following case, you can not change the status from NEW to Confirmed. Also, you can not change it from WIP to NEW. In such cases, target status which you can not change to will be shown as gray in status list.
Status Text low high
10 NEW 10 20
20...WIP 20 40
30...
40 Confirmed 40 40
I hope this could help...
Kobayashi
Kobayashi,
Thanks for your reply. The issue is still not solved.
If I look to the transaction you pointed me tr-CRMBS02 it must be possible to confirm a message. The lowest end highest value for status new is 10,60.
The status confirm has the value 60. So sofar I understand it must be possible to confirm the message directly from the status new?
Kind regards,
Richard Meijn
Hi Meijn
Please check the status profile configured for your service desk? Is there any third party service desk integration with solution Manager ( like HP QC)?
Edited by: SolMan Usr on Aug 17, 2010 2:52 PM
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