CONFIGURATION STEPS FOR CREATING SUPPORT MESSAGE IN ECC IDES

[Former Member]

Hi gurus

My task is to create a support message in ECC IDES and it will store on SOLMAN  IDES.

Will anyone explain me wat are all the basic steps needed in configuration to create support message in ECC 6.0 IDES

I tried to create a support message in ECC IDES.but i shows

"Because of error 513, no message was created in Support Desk System" 

error.Kindly assist me wat steps i have to do in ECC system and solman system

thanks in advance

[Former Member]

Hi, here you can find solution of your issue:

http://scn.sap.com/message/9292402#9292402

http://scn.sap.com/message/8520568#8520568

[Former Member]

Dear Jegalin

Thank you for your valuable reply.i followed that.But i have two doubts.

1.Will we able to create a support msg in ECC IDES and store that in SOLMAN IDES through RFC.

2.Which are all the configuration steps we have to do in ECC IDES and SOLMAN IDES.

Bcos in previous replies they dont mention in which system we have to do the configuration steps.

Kindly advise

[Former Member]

HI Vasanth,

Answers :

1) Yes You can do it. You can create message in ECC and store it in SOlman.

2) You need to add 2 entries in BCOS_CUST table in your ECC system and mention the Solman RFC in the entries so that when ever you create a message in ECC from help menu .. it will get created in solman.

In the place of None .. You need to mention the RFC of solman

CHARM_DEST	W	NONE	CUST620	1.0
OSS_MSG	W	NONE	CUST620	1.0

Thanks,

Jagadish.

[prakhar_saxena]

Hi vasanth,

Mainly you need to have authorization roles in satellite or ecc system for service desk you can check the security guide as per solman version.

and roles in solman system for processor or support team in solman system

secondly bcos_cust is maintained with RFC in ECC system in sm30 which directs to solman.

rest configuration like master data like ibase BP has to be done in solman

hope it helps

regards

prakhar

[Former Member]

Hi prakhar

Its really helpful.Now i create Ticket in ECC.But i cant see that in SOLMAN using crm_dno_monitor.What are the necessary steps to follow to view the ticket in SOLMAN.

regards

Vasanth

[prakhar_saxena]

simply logon enter crm_dno_monitor tcode

and choose the appropriate option like my tickets etc.

for all the tickets that belong to you or leave it blank to view all the tickets with date criteria.and press F8 or execute button

this will display an alv report

hope it resolves

regards

prakhar

[Former Member]

Dear Prakhar

I tried that.But the message which is created in ECC is not there.

Will you tell me how to view that ticket in ECC system itself?

with regards

Vasanth

[Former Member]

Hi Vasanth,

Have you got a pop-up saying Message with XXXXX number has been created when you created a message in ECC?

THanks,

Jagadish.

[Former Member]

Hi jagdish

Yes ,i recived that popup

[prakhar_saxena]

Hi

You need to logon to solman to view it..there wont be anything in ECC

it will be there and can be check with Unique no u hav created with

To clarify all basic doubts first read below

https://websmp202.sap-ag.de/~sapidb/011000358700000308502009E.PDF

regards

prakhar

[Former Member]

Please give that number in Transaction number field in CRM_DNO_MONITOR in Solman system to check the message...In ECC nothing will be there

[Former Member]

Hi gurus

Is logical component will have impact on this issue?

Again i created 2 tickets.It generated in ECC,but that ticket is not in SOLMAN

with regards

Vasanth

[Former Member]

Hi Vasanth,

Is your Ibase are setup correctly in SMSY and IB52 for the ECC systems in Solman...?

Thanks,

Jagadish.

[Former Member]

Hi Jagdish

Will you help me how to Check that in SMSY and in IB52

Thanks

Vasanth

[Former Member]

Goto IB52 -> In the installed base give 1 and enter

In SAP Systems Hierarchy .. You should be able to see the ECC systems and different clients..Click on the client and in the right hand side you can see a number in the field Component...

In SMSY check whether you are able to see your ecc system inside SAP ERP product instances?

THanks,

Jagadish.

[Former Member]

Dear Jagdish

I checked both steps,,,those are maintained,,but still i cant view those tickets

Kindly help

with regards

Vasanth

[Former Member]

Please also check if your business partners are there for all the ibases and clients..

Goto the transaction BP -> check your business partner -> in the identification tab you should have your solman and ECC systems.

IF not generate from dswp -> edit -> create Business partners

THanks,

Jagadish.