User status on service desk messages

[Former Member]

Hi

I'm just testing our new Solution Manager 4.0 and the process of sending OSS messages through the Service Desk functionality.

When I have used the action "send to sap" the message is send correctly, and the user status shown on the "Fast Entry" screen is changed to the status "Sent to SAP". Does anyone know how to disable this change of user status ?- I don't need the users to see that a message is at SAP. It's enough to be able to monitor the status under the "SAP Attributes" tab.

Best Regards

Lars Larsen

[Former Member · Accepted solution]

Thanks - well we would like to send messages to SAP, but in some cases it is not relevant that the end user who posted the message, has the information that the message is at SAP.

[Former Member · Accepted solution]

Hi Lars,

here's what you have to do: In TA SPPFCADM select "CRM_ORDER" and click on

"Define Action Profile and Actions".

Choose your Action Profile '(usually SLFN0001_ADVANCED) and double click on

"Action Definition".

Now select "SLFN0001_ADVANCED_SEND_SAP" and doubleclick on "Processing Types".

Now change the Processing Parameters of method CRM_DNO_SEND_TO_SAP

from E0004 to E0002. Dont't forget to save.

When you send a message to SAP, the status will be set to "In Process" instead of "Sent to SAP".

I hope this helps,

Thomas

[former_member322647]

Hi Lars,

I think when you change the customizing, means to delete the action/status "send to SAP" for the Fast Entry, this customizing will also be used for the detailed view. So the question is: You want not to send messages to SAP ?

Regards,

uDo