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servicedesk Automail configuration in Solution Mananger 4.0

Former Member
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Hi,

I am trying to configure Service Desk Scenario in Solution Mananger 4.0.I have done the required configuration to send mail during the status change of messages,ie during 'In Process','Customer Action' 'Confirmed'..etc.But I am not getting the mails when the status is changed.What could be the reason.

I have done all the necessory configuration.

Thanks & Regards,

Sreejesh

Accepted Solutions (1)

Accepted Solutions (1)

raguraman_c
Active Contributor
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Hi,

Have you created SCOT jobs. What is the log you get for the action? To check the log. CRM_DNO_MONITOR> Open your SMT> click on Transaction Data --> Go to Actions TAB --> there select the action and click on the button above it for job log. Lemme know the log.

Feel free to revert back.

--Ragu

Former Member
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Hi Raguraman,

My scot jobs are defined and i made a configuration in SPPFCADM for SLFN0001_STANDARD action profile .

But in the action tab there is no process/Error for mail and i have only one error which is " support message creates,find support team responsible" ...

Is this could be a problem??? or do i need to make any other configuration??

Praveen

Former Member
0 Kudos

Hi ragu,

thanx for ur promt response,

When message is created, find support team responsible(this action i got following error)

1.Processing CRM_DNO_PARTNER_1 Is Started

2Error in resolution of rule 'AC13200137' for step '1'

3.Action could not be successfully executed

waiting for ur reply

Regards

Sreejesh

Former Member
0 Kudos

Sreejesh,

Please follow the note 691303 and there is a i tutor attached to it.

Where is your on solman 4.0 you will use SLFN0001_ADVANCED action profile for application CRM_ORDER instead SMSD_SERVICE_ORDER_DNO.

there is a post on same "Configure Email on Solution Manager System".

Hope this helps you,

Praveen

Former Member
0 Kudos

Hi,

thanx for ur promt response,I configured as per ur mail.. . But still i got the same action error.

When message is created, find support team responsible(this action i got following error)

1.Processing CRM_DNO_PARTNER_1 Is Started

2Error in resolution of rule 'AC13200137' for step '1'

3.Action could not be successfully executed

Have 1 doubt SLFN0001_ADVANCED or SLFN0001_STANDARDWHICH 1 I FOLLOW

waiting for ur reply

Regards

Sreejesh

raguraman_c
Active Contributor
0 Kudos

Hi,

Check the priority that you have put in the rule. First try testing it with only one determination like BC Team Determination. To do these assign priority only to that particular determination. To do this leave priority blank for other determinations. You can see them in default values of SAP rule.

Feel free to revert back.

--Ragu

Former Member
0 Kudos

Hi ragu,

Could u pls explain the step.

Waiting for ur reply

Regards

Sreejesh

Former Member
0 Kudos

Hi ,

Nw i got the action screen but it has sm error.

No communication data could be determined from address 10595 10594

Message no. SPPF_MEDIA032

Diagnosis

No recipient could be determined for the transferred address.

Company address: 10595

Personal address: 10594

System Response

Processing cannot be performed.

Waiting for ur reply

Regards

Sreejesh

raguraman_c
Active Contributor
0 Kudos

Did you configure SCOT Jobs.

--Ragu

Former Member
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I configuerd scot.But here i got the following error.

Error in resolution of rule 'AC13200137' for step '1'

Message no. WL423

Diagnosis

The function module for rule 'AC13200137' initialized an exception and returned a message ("MESSAGE ... [RAISING ...]").

System Response

If the message is of type 'A', 'E' or ' ', the confirmation of the current work item is recorded and the work procedure set to error status.

In all other cases, the message is logged as a warning and the work procedure continues

2.No communication data could be determined from address 10595 10594

Message no. SPPF_MEDIA032

Diagnosis

No recipient could be determined for the transferred address.

Company address: 10595

Personal address: 10594

System Response

Processing cannot be performed.

Procedure

Check whether address data has been entered in the central address administration for the required processing type.

Pls help me ..

Regards

Sreejesh

raguraman_c
Active Contributor
0 Kudos

Hi,

Check this

https://websmp203.sap-ag.de/~sapdownload/011000358700001197002005E/Addtional_Information.pdf

page 19 - 20, here you will find how partner determination is carried out.

Hope this will solve your first error.

Feel free to revert back.

--Ragu

Former Member
0 Kudos

Hi Ragu,

Do u have any document related to solution manager 4.0(configuration).?

Could u pls send me the same to my gmail id. sreejeshchn@gmail.com

Regards

Sreejesh

raguraman_c
Active Contributor
0 Kudos

Hi,

You can always mail me to cmragu@gmail.com, for anything. as far as the documents goes. Check these...

https://websmp203.sap-ag.de/~sapdownload/011000358700009280532004E/SolMan320_Dev_News.pdf

https://websmp203.sap-ag.de/~sapdownload/011000358700002909912006E/Template_Handling_V2_EN.pdf

https://websmp201.sap-ag.de/~sapidb/011000358700004860082004E.sim

/people/kamran.ellahi2/blog/2006/01/13/setting-up-sap-service-desk-123-and-go

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

/people/federico.babelis2/blog/2006/04/23/sdcc--service-data-control-center-configuration-guide-for-dummies

/people/federico.babelis2/blog/2006/04/25/system-monitoring-configuration-guide-for-dummies

These very helpful documents.

Feel free to revert back.

--Ragu

Former Member
0 Kudos

Hi ragu,

Thanks ur valuable suggections But still not solving the problem.

Pls help me.

Do you have any doc.for support message(scr sht) pls send to my mail

Thanx &Regards

Message was edited by:

sreekala s

DoloresCorrea
Product and Topic Expert
Product and Topic Expert
0 Kudos

Hello Sreejesh,

How you define the responsibilities in PFAC? determination rule CRM_DNO_1

You have to define for example Responsibility FI Transaction/Sup.Mess., choose SAP Component FI*, etc. with priority 02.

After for the rest of components with not an specific tema define:

SAP component: from a* to Z*, priority 01.

In this case you cover all possible components.

Hope this helps,

Dolores

Former Member
0 Kudos

Hi ,

I've been faced with the same problem in SOLMAN 40 - service desk implementation. When my message arrive from the satellite systems on the solman, and when I go to check messge with the transaction CRM_DNO_MONITOR i can see the following error message associated to the satellite systems support mess:

<b>"When message is created, find support team responsible"</b>

or deeper in the log :

<b>"Processing CRM_DNO_PARTNER_1 Is Started

Incorrect parameter transfer ()

Action could not be successfully executed"</b>

I have checked my determination rule CRM_DNO_1 with tr PFAC and everything seems to be ok . !?

Before I sent the message from the satellite systems I had created rules(CRM_DNO_1) for BC team SAP component BC, FI Team SAP Component FI , and1'st level of support SAP component from A* to Z* , with the corresponding priorities.

Would you be so kind and tell me what to check next?

rgds

BM

Answers (1)

Answers (1)

former_member218864
Participant
0 Kudos

Hi,

I had the same problem, I made all the configuration instructions sugested but the error message in the action remains

<b>Processing CRM_DNO_PARTNER_1 Is Started

Incorrect parameter transfer ()

Action could not be successfully executed"</b>

I realize that if you assign a Position in the responsabilities the error apears, but if you select an Organization Unit or an User the rule work just fine.

I hope this can solve your problem.

Regards

Gustavo Balboa