Help -> Create Support message = Service desk

[former_member259023]

Good Morning:

Every time that a user, in any ERP, create a support messages, Help ->

create support message, that message goes to the solution manager CRM,

and i can see that in the crm_dno_monitor.

My question is, i can forward the messages that i receive in the

crm_dno_inbox or the Help-> Create Support message directly to my

Service Desk?

I try to figure out in the documentation, but i don’t have any

information about that.

  Thanks for the help.

Regards;

Ricardo Nolasco

[Former Member · Accepted solution]

Hello Ricardo,

What version od Solman have you use ?

BR,

K.

[former_member259023 · Accepted solution]

Hello Kamil:

  I´m sorry, i forgot to mention, 7.1.

Thanks.

[prakhar_saxena · Accepted solution]

HI Ricardo,

you have to use solman_workcenter or sm_workcenter or SM_CRM transaction to access incidents

you can't use crm_dno_monitor transaction in the new version.

also can you please elaborate or paste screenshots of what is the problem so that we can help your better

thanks

Prakhar

[Former Member · Accepted solution]

OK,

When you run sm_crm or crm_ui or crmd_order you are able to see those incident messages ?

BR,

K.

[former_member259023 · Accepted solution]

Hello:

Thanks for the help.

  the main problem is that, i see the incidentes in the crm_dno_monitor but not in the sm_crm.

  BR;

Ricardo Nolasco

[Former Member · Accepted solution]

have  you checked authorizations ? Could you run crmd_order tcode open on of incidents go to headaer overview page and check what is in transaction type field ?

Also check ITSM authorizations http://wiki.scn.sap.com/wiki/display/SMAUTH/Authorization+Objects+Overview and especially objects such as

http://wiki.scn.sap.com/wiki/display/SMAUTH/CRM_ORD_LP

CRM_ORD_PR - SAP Solution Manager - Security and Authorizations - SCN Wiki

UC00036 - SAP Solution Manager - Security and Authorizations - SCN Wiki

BR,

K.

[former_member259023 · Accepted solution]

I will check and i tell you if solve or not.

Thanks!

BR

Ricardo Nolasco

[prakhar_saxena · Accepted solution]

Hi Ricardo

what is the transaction type for you incident? if it is SMIN it will be visible ...based upon your authorization

but if it SLFN then you can't see in sm_crm eventhoug you are authorized

for these tickets you need to go to SPRO

choose transaction type

and assign webclient like below then only it will be visible in sm_crm or webclient.

also you can check my reply below to search for incident or reporting piece of it

hope this helps

Regards

Prakhar

[former_member259023 · Accepted solution]

Nothing work.

I can see the support message in crmd_order for example, but they dont appear on sm_crm incident management.

I add all the autorizations objects, and the SMIN an SLFN have de CRM GUI channel.

[Vivek_Hegde · Accepted solution]

Hi Ricardo,

Pls make sure in DNO_CUST04 txn,  field name PROCESS_TYPE 0 is maintained as SMIN.

Regards,

Vivek

[former_member259023 · Accepted solution]

Vivek, You are the men.

I do the copy of SMIN to ZMIN, and the i have in the DNO_CUST04 in the field name PROCESS_TYPE 0 maintained as ZLFN, i Change to ZMIN because i have SMIN inactive, and work!

Thanks a lot!

Ricardo Nolasco