Solution Manager 4.0 - Cannot change "Reported By-field" in support message

[Former Member]

Hi everyone! This is my first time starting a thread!

When I create a Support Message from transaction DSWP, which is simply done by clicking the "New"-button, I have to enter a few fields:

Priority

System / Ibase

Component

Reported By

Person Responsible

Short Text

Long Text.

I fill in every required field and save it. When I receive and open the message, the "Reported By" field is different from what I've entered when creating the message. Somehow, the same Business Partner keeps returning as the "Reported By"! Maybe I did something wrong when I was configuring the Service Desk..

My questions:

1 - How/where whould modify this field-value (without altering the message)?

2 - Is it possible that when creating/saving a message, the support team will get a notification by e-mail saying that there is a new support message?

I've tried looking at the partner determination in the Ibase (ib52), organizational model (ppoma_crm) and PPF administration (sppfcadm). Maybe I overlooked something!

Ultimately, my goal is to have a Service Desk that uses Automatic Partner Determination and e-mail notifications (new, in process and proposed solution). So far, I haven't been able to succeed in the partner determination, so I tried my luck at the automatic e-mails..

3 - Can someone provide me with information/guides how to configure the automatic partner dermination procedure?

4 - (I'm afraid to ask this..) How do I successfully implement the Solution Database?

Thanks in advance and I hope to have some reactions/answers to my questions 😃

With kind regards,

Michael Sital

[Former Member · Accepted solution]

1] have you filled the identification numbers in the Business partners?

This will determine your reported by user.

Go to BP -> tab identification

In the identification numbers enter the following information:

IDTYPE Description Identification number

CRM001 External System Identifier <systemid> <installationnr> <client> <user>

2] If i'm correct, it is possible. How, i don't know.. search sdn forum...

3] /

4] There are some usefull articles and documentation:

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

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

- https://websmp208.sap-ag.de/solutionmanager Media Library --> Technical Papers --> Service Desk: Additional Information.

[Former Member · Accepted solution]

Thanks for your reply Remco!

You gave me a couple of good pointers!

I already filled in all the identification numbers for the Business Partners. However, when I remove the identification numbers, the "Reported By" field will be filled by the next business partner!

I want the "Reported By"-field to be filled with the actual reporter of the message, i.e. the user who is in need of support and who sent the message.. Is this even possible? Or is this my misunderstanding?

thanks for the links! They are helpful 😃

With kind regards,

Michael Sital

[Former Member · Accepted solution]

Just to make sure..

- Your business partners, do they have the role employee?

- In the role employee, is the User Name field filled? (under identification tab)

- In the role business partner (gen.) you entered the identification numbers.

For example, the business partner Remco de Jong, user rjong.

The identification numbers will be:

CRM 012345689 100 RJONG

SM1 0123456789 001 RJONG

For example, the business partner Menno Hoog, user mhoog.

The identification numbers will be:

CRM 012345689 100 MHOOG

SM1 0123456789 001 MHOOG

- Have you changed the partner determiniation or the access sequences?

And yes it should be possible.

[Former Member · Accepted solution]

Hi Remco!

Let me start with thanking you for letting me triple-check my settings at the BP.

When I was checking, I discovered something strange. I'll explain:

The BP Michael Sital, user MSITAL.

The identification number was:

CRM001 0123456789 030 SUPERVISOR

Yes.. Very stupid of me! I entered SUPERVISOR at the end.. It had to be MSITAL.

The same was wrong with all my BP's! So I changed it and voila, the "Reported By"-field now had the correct user assigned to it!

Thank you so much for helping me and maybe, in the future, I can be of help for you!

With kind regards,

Michael Sital