Service Desk — Add Product

[Former Member]

Hi,

Have a question on auto add product to service desk notification.

So I see «No service contract could be determined» on Contract data, but when I add product «Support_desk» to list above contact is maintaned clearly.

I've made all changes to CRM_ORDER in SPPFCADM transaction.

Can you help me to add this product automatically?

Best,

Stas.

[Former Member · Accepted solution]

Hi,

If you are getting errors like:

"Enter an organizational unit (Sales)"

Please first remove these errors.

This seems to be an issue to investigate in the system but check if all below information could help you.

Please download the file for Solution manager Sevrice Desk for Sevrice providers:

https://sapmats-de.sap-ag.de/download/download.cgi?id=UW3DK6HC67CTFHN9BJ7CA45KZDEICDV7X7BMOWBAOUKO8P...

I would suggest you to check the time recording functionality, see

details in:

http://help.sap.com/saphelp_sm70ehp1_sp26/helpdata/en/d5/299631364d4e959

c6609ca3bc24740/content.htm

Another possibility is configuring the Service Level Agreement, see

details in SDN blog:

Service Desk: SLA configuration hints

https://weblogs.sdn.sap.com/pub/wlg/24813

or

http://www.sdn.sap.com/irj/scn/weblogs?blog=/pub/wlg/24813

Thanks

Regards,

Vikram Jain

[Former Member · Accepted solution]

Vikram,

I'm greatful for you reply, and had error «Enter an organizational unit (Sales)» but after Changing of Org. sturcture (and no errors anymore, it's still no product by default in Item Details.

Did everything by the guide.

May be it's wrong conditions on SPPFCADM.

Stas.

[Former Member · Accepted solution]

Hi Stas,

****************************************

Enter a sales organization

Enter a distribution channel

Enter an organizational unit (Sales)

Enter a service organization

****************************************

Concerning these error message pay attention of the following note,

please:

864281 - Support Desk message contains errors

and remove the errors with the help of the explanation in this note.

Also check note: 1124718.

thanks

Regards,

vikram

[Former Member · Accepted solution]

Hi,

Thank you for your answer. There is no Errors in Service Desk Message.

But product item still isn't added.

Stas.

[Former Member · Accepted solution]

Hi Stas,

In this case have to investigate at system level as hard to figure out here what could be issue.

Thanks

Regards,

Vikram

[Former Member · Accepted solution]

Hi,

I had a similar issue. The cause of the error is that with Solution Manager 7.10 you should use BRFplus for the actions.

With standard action definition, as stated in the guide for Solution Manager 7.0, the method  SET_PRODUCT does not change the item definition.

"IF iv_internal = 'X'.
     CALL FUNCTION 'CRM_INTLAY_GET_PROCESS_MODE'
       IMPORTING
         ev_process_mode = iv_process_mode.
   ENDIF.

* creation item only in creation mode of order
* process mode is empty if created from outside CRMD_ORDER
   CHECK iv_process_mode = gc_mode-create
    OR iv_process_mode IS INITIAL."

--- UPDATE OF PRODUCT

At this stage iv_process_mode = C (display), gc_mode-create = A (create),  so the code which update the service order is not executed.

So, use BRFPlus for actions in Solution Manager 7.10

Hope this will help.

Best regards.

Traian