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Forward message automaticly don't work

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Hello!

I customize Service Desk for VAR Configuration. When I create message with very hight priority and out of hours, message must be created on SAP Portal. But message created in our SAP Solution MAnager systems dosen't create message to SAP Portal. Why?

I have next settings:

1. Create work time for our company in bussines partner with time zone - RUS03 Russia, Moscow (+ 03) (picture 1)

2. In transaction stzac set system and user time zone - RUS03 Russia, Moscow (+ 03) (picture 2)

3. In transaction CRMD_SERV_SLA  I created service profile (picture 3)

I apply this scheme for Client.

Why message don't sent to SAP Portal auto?

Thanks!

Accepted Solutions (0)

Answers (2)

Answers (2)

Former Member
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Anton Petrov wrote:

....

I have next settings:

1. Create work time for our company in bussines partner with time zone - RUS03 Russia, Moscow (+ 03) (picture 1)

...

Thanks!

Oh, I was inattentive with this this point. You should define business hours not for your company, but for your customers company.

BR,

Artem

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Artem, time zone apply only for Bussines Partner or both for Service profile?


Former Member
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Service profile (tr. code CRMD_SERV_SLA) does has no influence on automatic forwarding. It is used just for SLA management.

You should determine business hours (calling hours) for your customers Business Partner (type organization).

BR,

Artem

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Hi Artem, thank you for your answers!

1. I set business hours for our customer with time zone CET Central Europe (Time zone according system time zone in system customer tr. stzac)

2. For Monday set work time 9:00 - 17:00.

After I create message (at 17:30), but message do not forward to SAP. See message only via tr.crmd_order. Via Web UI i do not see created message. Why? Maybe I forgot something customize?

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Artem,

According tr.stzac:

time zone customer - CET Central Europe

time zone my Solution Manager - RUS03 Russia Moscow

Is it normal?

Or time zones must be identical?

Former Member
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Anton Petrov wrote:

Artem,

According tr.stzac:

time zone customer - CET Central Europe

time zone my Solution Manager - RUS03 Russia Moscow

Is it normal?

Or time zones must be identical?

They should be identical because you define your company's calling hours in BP of your customer.

Former Member
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Anton Petrov wrote:

See message only via tr.crmd_order. Via Web UI i do not see created message. Why? Maybe I forgot something customize?

What transaction type are you using for VAR messages? In SM 7.1 it should be a copy of SMIV.

Where do you create VAR-mesages - in UI or workcenter?

BR,

Artem

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Transaction type is ZMIV (copy standart SMIV)

I create message in UI and via GUI.

When I create message via GUI I not see message in Web UI. When via Web UI - I see in WebUI.

Sorry

I do not understand, why my message status not change to "Auto forward to SAP Service Backbone"...

Former Member
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Anton Petrov wrote:

When I create message via GUI I not see message in Web UI.

Go to transaction code DNO_CUST04. What do you have in fields PROCESS_TYPE and PROCESS_TYPE_ADD?

BR,

Artem

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tomorrow I change time zone for client system to RUS03 and write problem status

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I have

PROCESS_TYPE0ZMIV
PROCESS_TYPE_ADD7ZMIN
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hi

today create message to SAP, but I have quetions:

Data create message in our Solution Manager at 21.10.2013 19:02 RUS03

Data create message to SAP at 22.10.2013 10:02 RUS03

Why message was create to SAP after 15 hours?

Former Member
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Anton Petrov wrote:

hi

today create message to SAP, but I have quetions:

Data create message in our Solution Manager at 21.10.2013 19:02 RUS03

Data create message to SAP at 22.10.2013 10:02 RUS03

Why message was create to SAP after 15 hours?

Check when action SMIV_VAR_SEND_SAP_AUTO (or your custom Z* one) was executed.

BR,

Artem

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Action ZMIV_VAR_SEND_SAP_AUTO for one message was performed three times (see picture)

1. at 11:16:21 22.10.2013 - performed with error

2. at 11:16:53 22.10.2013 - performed with error

3. at 11:23:04 22.10.2013 - doesn't performed

SAP Message at created 22.10.2013 - 08:16:37 CET

I think the problem is on our side and not time zone, because action ZMIV_VAR_SEND_SAP_AUTO was performed with delay.

Former Member
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Anton Petrov wrote:

Action ZMIV_VAR_SEND_SAP_AUTO for one message was performed three times (see picture)

1. at 11:16:21 22.10.2013 - performed with error

2. at 11:16:53 22.10.2013 - performed with error

3. at 11:23:04 22.10.2013 - doesn't performed

SAP Message at created 22.10.2013 - 08:16:37 CET

I think the problem is on our side and not time zone, because action ZMIV_VAR_SEND_SAP_AUTO was performed with delay.

And what is the error? You can choose a line and press Shift+F4 to see the log.

BR,

Artem

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Sorry, I forgot insert picture

Why for action ZMIV_VAR_SEND_SAP_AUTO must be text "Information for SAP"?

This is action for auto forwarding message to SAP.

Example - When I create message with component XX_SER*, I didn't enter text in "Information for SAP" and message is created in SAP.

Former Member
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Anton Petrov wrote:

Sorry, I forgot insert picture

Why for action ZMIV_VAR_SEND_SAP_AUTO must be text "Information for SAP"?

This is action for auto forwarding message to SAP.

Example - When I create message with component XX_SER*, I didn't enter text in "Information for SAP" and message is created in SAP.

Go to table AIC_MAP_TXT_SAP and check text mapping for automatic forwarding:

This mapping means that when message is forwarded automatically - Description is mapped into Info for SAP.

BR,

Artem

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Artem, in table AIC_MAP_TXT_SAP have this text mapping for automatic forwarding

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Artem, thank you for your help!

The problem was solved by delete time zone for Customer's Bussines Partner and enter time RUS03 zone for Customer's system.

Former Member
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Hi, Anton. First of all, you do not need any service profile for message forwarding to SAP.

Have you checked manual (Send to SAP action) forwarding to SAP? Does it work?

BR,

Artem

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Hi Artem!

Yes, action "sent to SAP" working. When I create message with component XX-SER*, message auto sent to SAP Portal (action "Auto forward to SAP Service Backbone" work).