Can't make Support Messages for customers.

[Former Member]

Hi all,

I have SOLMAN installation and I want to make a Support Messages from this SOLMAN but in the name of a customers.

Now, when I create new message I see only my solman system:

How can I transfer other systems (I have two customers systems) to my SOLMAN and make support messages for this customers/systems.

Regards

[Former Member]

Hi, Grzegorz Niecka.

Are you SAP VAR partner?

[Former Member]

Yes, I'm - but I'm new in SOLMAN administration/configuration.

There is also a fresh SOLMAN installation.

I can send Support Message to SAP but in my name (my system) only.

Regards

[Former Member]

For configuration of VAR scenario in SolMan 7.1 you can use this configguide: https://websmp203.sap-ag.de/~sapdownload/011000358700001353932011E/VAR-Guide_IM_ConfMar16.pdf

With best regards,

Artem

[Former Member]

Thnak You,

i want to do point

2.3.2 Synch Customer Number and Installations

and how can I synchronize my customers from "sap service marketplace" with my solman installation?

Regards

[prakhar_saxena]

Hi

what you are looking for is not transaction but an se38 report

AI_SC_REFRESH_READ_ONLY_DATA

this will help you to update the customer no prese execute and provide the installation no.

remember :

you need to maintain entries in AISUSER table and later make sure this job is schedule

REFRESH_ADMIN_DATA_FROM_SUPPORT

this will update all the relevant tables

In addition refer this sap note

Note 1082010 - Administration of several customer numbers

above will resolve issue.

Regards

Prakhar Saxena

[Former Member]

I have edited AISUSER table by hand.

When should I run this

REFRESH_ADMIN_DATA_FROM_SUPPORT ?

[prakhar_saxena]

Hi

Please follow the note which i have mentioned

it has step 9 as

9. Call transaction SM37:

Start the job REFRESH_ADMIN_DATA_FROM_SUPPORT. If this job is not yet scheduled, schedule it according to the documentation of the report AI_SC_REFRESH_READ_ONLY_DATA.

basically this is a periodic job which means you have schedule it periodically like half an hour or 1 day etc as per doc mentioned in the AI_SC ...report

Regards

Prakhar

[Former Member]

But still I can't choose another system/customer when I create support message...

[prakhar_saxena]

Hi

Have you maintained the master data or BP for this user with relevant system and other information

Check Pg 17 for the guide

https://websmp203.sap-ag.de/~sapdownload/011000358700001353932011E/VAR-Guide_IM_ConfMar16.pdf

goto BP and maintain that information this is one time entry or master data information which you have to maintained.

Regards

Prakhar