how to create support message from r3 system

[Former Member]

Hi all,

I am using solution manager 7.1 sp4. I am going to configure service desk using transaction type SMIV.

I create support message from ecc through Help > Create support message.

But now I want to create the same from tcode crm_ui in ecc system. When I execute tcode, it prompt error as business role not set. How to set business role in ecc system.

Regards,

Devendra

[Former Member]

Dear deva,

i hope that that link will usefull for your issue

http://scn.sap.com/docs/DOC-3196

Regards,

Prabaharan B

[prakhar_saxena]

Hi Devendra,

In addition of my blog shared above by jhansi.

for SAP r/3 ecc crm etc any sap component SAP AG has already provided SAP Menu help Create Support Message option for providing end user support

you don't need to create any link for CRM_UI which is enabled for advance support desk users because in the workcenter or crm_ui url person needs to fill in all the details and suppose to know that where as in help create support message option they enter min details like short text priority long text etc...which simplifies the process.

i hope it helps you to understand the basic process from functional perspective

regards

Prakhar

[Former Member]

Hi all,

Thanks for valuable reply.

Prakhar,

In crm_ui, user can create support message as well as he can see message status too. So I preferred crm_ui features in r/3 system.

Also one requirement is user only see limited sap component as per module wise at the time create support message.

Kindly help me,

Regards,

Devendra

[prakhar_saxena]

Hi

that is why SAP has introduced Workcenter in Solman from 7.0 SP15 onwards longback so that end users can do that.

use Workcenter URL this provides a restriction of message with mine variant so they can see their own or team tickets only.

In addition you can have PFCG role customization as well.

whereas similar sort of customization in CRM _UI involves more efforts if you are solman functional go ahead with this otherwise use first option because you need to have good CRM concepts to proceed with second option.

Choice is urs as its more like consulting question

[Former Member]

Hi Prakhar,

From r/3 system... help > create support message ... the below screen appears like

but I need the same from web url as below

How to configure the same as end user can create support message from web url in simple format as above.

Regards,

Devendra

[prakhar_saxena]

Hi Devendra

Answer is very simple create a role in satellite with link for this WebGUI URL for posting messages

http://solman server name:port/sap/bc/webdynpro/sap/ags_work_incident_create_app

and assign this to their IDs

Hope it resolves

Regards

Prakhar

[former_member217017]

Hi Prakhar,

Could you pls. elaborate the steps here?

Need your help in understanding how this can be carried out?

'

Answer is very simple create a role in satellite with link for this WebGUI URL for posting messages

http://solman server name:port/sap/bc/webdynpro/sap/ags_work_incident_create_app

and assign this to their IDs

'

Thanks for your support.

Best Regards,

Jai

[Former Member]

Hi,

Please follow

Thanks

Jansi

[Former Member]

Hello Devendra,

Run su01 tcode add crm_ui_profile parameter with value SOLMANPRO.

Read this document https://websmp208.sap-ag.de/~sapidb/011000358700000514582011E.PDF

to find more details.

BR,

SAPFan