Service Desk configuration

[Former Member]

Hi,

I have done Service Desk Configuration , and connected to QAS Server for Testing purpose.

i have created a user DEMOUSER in QAS Server and same user Created in Solman.

I Created a Test Message from QAS Server , it went fine to Solman.

When i Run Tcode CRM_DNO_MONITOR, It shows message in the list but REPORTED BY whom is not coming.

REPORTED BY column is empty, it doesn't show who has created this message. Is there any further setting i need to to do..pls guide.

Regards,

Irfan.

[Former Member]

Hi Irfan,

Check partner function in SPRO. Check whether partner function is defined for "Reported by".

Did you use CRMD_ORDER transaction to create the message ?

Thanks and Regards,

Rashmi

[Former Member]

hi,

by default it is taking the user name (reported by) as SMB_QAS, this is a communication user.

i am not sure how it is taking and how to remove this.

pls advise..

[Former Member]

you need to configure the business partner and assign the business partner to employee and then you will be able to see the name of person who logged the ticket in your report

[Former Member]

Hi,

Thanks for you reply,

i maintained it. in Tcode BP i selected person then enter the user name then went to identification tab their i entered the username.

i have not eneterd the personal number.

now in Tcode CRM_DNO_MONITOR under Created by Column, i could see , SMB_SID, i dont know what is this.

pls advise.

Regards,

Irfan

[sunny_pahuja2]

Hi,

Have you assigned System to BP created for the user ? Check below blog for service desk config:

/people/federico.babelis2/blog/2006/04/14/service-desk-configuration-guide-for-dummies

Thanks

Sunny

[Former Member]

HI,

Thanks for your reply ,

i went through blog, and i am following the steps mentioned in it... i have on question..

according to he blog it is asking us to activate the following BC Sets

SERVICE_DESK_CHANGE_REQUEST_32A

SERVICE_DESK_CHANGE_REQUEST_32F2

SERVICE_DESK_CHANGE_REQUEST_32A7

SERVICE_DESK_CHANGE_REQUEST_32A8

SERVICE_DESK_CHANGE_REQUEST_32A9

SVDSK_CORPFUNC_SECURE_AREA_32_01

But Where as in SAP Note 898614 it is asking to activate the following BC Sets

SOLMAN40_SDESK_BASICFUNC_000

SOLMAN40_SDESK_ACT_ADVCLOSE_001

SOLMAN40_SDESK_ACTIONLOG_001

SOLMAN40_SDESK_TPI_ACT_AST_001

Pls advise which BC Sets to activate, i am using Solman 7 EHP1

Regards,

Irfan.

[sunny_pahuja2]

Hi,

You need not to activate these BC sets as your are using Solman EHP1. But make sure that you have run and solman_setup transaction and completed initial and basic configuration.

Thanks

Sunny

[Former Member]

hi,

Yes i did that,, but still i am unable to see the message creator name in the CRM_DNO_MONITOR

pls advise.

[sunny_pahuja2]

Hi,

Have you create BP's for the user ?

Thanks

Sunny