Msg. Forward Issue

[Former Member]

Dear,

As a VAR partner, we try to forward incident to SAP for our customers.

Yet it reaches some error at last step of forwarding incident.

We configured everything we have to set up like SAP-OSS, T-code AISUSER. (This is what the long text ask us to check)

Can anybody help us to fix this problem?

Thanks

[Miguel_Ariño]

Hello,

I see the error message that there is no installation number in the incident.

The installation number is necessary to determine sold to party, as well as other business partners. It could be the case that without a valid business partner for the processor or reporter, the AISUSER determination could not work.

Also, there are authorizations in the table AIINSTACCESS that are dependant on the installation number . One of the authorizations there is the incident sending authorization object (ANLEG).

Therefore, please make sure that the Ibase is properly populated in the incident, and that there is a good Ibase component for the system for which you want to create the incident.

If you update the system as license systems from SAP, you could look at the system information at the marketplace and see if the system information is complete there.

Best regards,

Miguel Ariño

[artemzhegalin]

Hi.

Also check these topics:

• http://scn.sap.com/thread/3431367
• http://scn.sap.com/thread/3514839
• http://scn.sap.com/thread/3431367

BR,

Artem

[Former Member]

Hi,

Perform below checks,

1) Run programe "AI_SC_GET_SAP_CUSTOMER_NUMBERS" and get all latest customer numbers from OSS.

2) Check in Table / View   V_AIINSNRS Details about the installation information will be filled.

3) The report AI_SC_REFRESH_READ_ONLY_DATA creates the customer organizations assigned to your VAR company, as business partners of type ‚Organization’,

4) Check in AISUSER if the Customer Contact who has raised this message is assigned with S-User ID.

5) Check in SAP Market place if the Customer S-user ID is having authorizations for "Create Customer Messages".

Hope this is helpful.

Regards

Bhupesh Akkineni

[Former Member]

Bhupesh,

I checked the program "AI_SC_GET_SAP_CUSTOMER_NUMBERS". All customers are in the list.

For the rest of parts, I exactly did it.

That's why I confused cause it's supposed to work.

We've tried to figure out, but we actually don't.

Thanks

[hasanajsh]

Hi,

Did you check all the possible problems in "Diagnosis"?

From your print screen I cannot see if there is any SW Component assigned.

BR

[Former Member]

Sorry, I don't exactly get it.

What does SW Component stand for?

I believe we do it, but where do I check it?

[hasanajsh]

I mean the component the incident is related to. For example,  BC-DB-MSS for MS Sql server problems.

BR

[Former Member]

Shkelzen,

I think "SV-SMG-SUP-TST" is the one you mentioned

Once I, however, successful in forwarding incident to SAP under this component

Thanks

[hasanajsh]

That component is dedicated to testing. You can use it to test the fw mechanism or the ability to send incident to SAP. However, this field should be completed to be able to send to SAP. In this case you are having issues, is the field completed?

BR

[Former Member]

Shkelzen,

Yes, we'd like to test all process of incident management.

So we choose this component.

Yes, all fields are completed as long as we are asked to fill in, including field "Information for SAP".

We're trying to figure out, but we have no idea about that.

Once we succeed in forwarding incident, but now it can't be sent.

That's why we don't understand how this happened

It's supposed to work.

Thanks

[hasanajsh]

OK

In transaction BP, for the user who opened the incident, can you check:

1) BP Role

2) Tab Identification. What you have in there?

BR

[Former Member]

Shkelzen,

1) I think your version differs from mine, but I choose "Sold to Party" because we need to offer service to our customers as VAR

2) I have the following item:

ID Type	Description	Identification NUmber
CRM001	External System....	PD2 0012345678 000 S0012345678
CRM001	External System....	SOL 0012345678 000 S0012345678
SP0000	S-User	S0012345678

That's all I have in tab Identification

Thanks

[hasanajsh]

What is your version?

[Former Member]

Shkelzen,

The latest one, SP12 (SolMan 7.1).

I said the version is different because your UI looks different between yours and mine.

I'm not sure if it is similar on configuration or not.

That's why I said that.

Thanks

[artemzhegalin]

Hi, George.

Have you maintained Sold-to Party for your customer in IB52?

BR,

Artem

[Former Member]

Yes, I did it.