Problem with text description in support message

[Former Member]

Hello,

We have implemented the Support help desk functionality. We have copied the standard transaction type for support message and done enhancements to the same.

After creating a message from satellite system, we are facing some issues with the description on the overview screen. When we enter some text ( Description or Reply or Internal Note etc). It doesn't get appended to the original message description or the system details text. It has to be viewed by selection the text type as 'Log'.

Let me know if some one knows the solution for this problem.

Best Regards,

Kiran

[Former Member]

If your action profile SLFN0001_ADVANCED_UPDATE_DNO is active then check the Actions from your Support Message, click action "Create/Change Basis Message from CRM Procedure" and click Determination log from your actions toolbar. Check which action profile has errors in it and fix it in transaction CRMC_ACTION_DEF or click it inactive. Doesn't fix the old support messages but new ones should work.

Br,

Ari

[Former Member]

You may need to verify that your action definition is configured properly.

Transaction CRMC_ACTION_DEF

Highlight your Action Profile (e.g.SLFN0001_ADVANCED)

Double click Action Definition folder on the left side of the screen

Ensure the inactive box is not checked for SLFN0001_ADVANCED_UPDATE_DNO

Feel free to revert back

Regards,

Nathan

[Former Member]

Did you ever solve this problem? I too have the same issue.

[Former Member]

Hi Dale,

I have the same issue...any solution? thanks,

Jennet