Fail to Forward Incident

[Former Member]

Hi Experts,

My issue remains.

It's about forwarding incident to SAP.

We can't forward incident to sap as a processor for our customers

But we can send a new message to SAP

I think forwarding incident is supposed to work because the connection between us and SAP is activated.

Otherwise, we cannot succeed in sending new incident to SAP.

The situation right now is not really what we consider of.

We cannot figure it out and this is quite urgent for us because we're going to have audit on June, 2015.

In other words, we only have one more month to finish this system.

Otherwise, impact will be huge.

Thanks

[rahul_yedapally]

Hi George,

issue with support Team in SAP Market place

can u please check customer system should be added  to var support, from Var support incident can be forwarded to SAP by Var team

Customer cant forward incident to SAP directly , if system is under VAR Support

Thanks,

Rahul Yedapally 

[Former Member]

Hi Rahul,

Yes we did too.

We've added customers to VAR support team.

We assigned BP role "Sold-to-party" to each customer so that they can send incidents to VAR support team.

I think this will be correct deployment.

However, we cannot forward incidents to SAP for customers, but we (VAR support team) can send a new incident to SAP.

It means that the communication between SAP and VAR support team is activated; otherwise, we can't send a new message to SAP.

According to record of forwarding incidents to SAP, we succeed in forwarding to SAP once, but the rest of tries are failed and always goes into incorrect situation.

Thanks

[VJain]

It might be a case the incident that was created from particular installation number, you might not be a VAR for that installation number. I can check in my system if I would know the installation number that the incident was created from.

Or you can create an incident in SV-SMG-SUP component and I will look into this issue.

Thanks

Vikram

[Former Member]

Dear Vikram,

I've created incidents for this issue too, but the answer doesn't work cause we already did everything what the staff of support center said.

Installation number: 0020766672

Message #: 1093289 / 2014

Thanks

[rishav54]

Hi,

I hope you  have perform the UI settings, by changing the field =AIC_IM_SAP_DATA to direct instead of Lazy.

Have you checked the actions

Please check SAP-OSS both tests in SM59.

Had you assigned the users as below

SAP Reference IMG > SAP Solution Manager > Technical Settings > Assign S-User for SAP Support Portal Functionality.

Please let me know if these are fine.

Regards

Rishav

[Former Member]

Hi Rishav,

Yes, we exactly did.

SAP-OSS is fine too cause we can create new message and send it to SAP

I'm sure this connection works

Thanks

[rishav54]

Hi,

Ok please do one more check,

Please check parameter setting: ONE_RFC_TO_SAP_FOR_ALL_CUST in tr_cd:DNO_CUST04

If it is set to 'X', it means "One RFC destination scenario" is in used. In this case, the S-user belongs to VAR should be maintained as RFC user in SAP-OSS RFC.

If it is empty, it means there is single RFC for every customer. In this case, S-user belongs to the end user should be maintained in the customer-specific RFC

Also, please let me know the behaviour for system when you are forwarding the incident.

Thanks

Rishav

[Former Member]

Hi,

I can't access t-code DNO_CUST04.

It shows an error message: Transcation DNO_CUST04 does not exist

Thanks

[VJain]

HI,

Are you  a VAR? Check if you are a VAR for the installation where the incident was created originally from.

AISUSER table must be maintained correctly.

http://wiki.sdn.sap.com/wiki/x/cweUDw

Also check this note:

1394862: Trace of communication between SAP Solution Manager and SAP

If you still have an issue then please provide screenshots of the error you are getting while sending incident to SAP/

Thanks

Vikram

[VJain]

Are you using this transaction in SOLMAN system. This transaction is for SOLMAN system.

Thanks

Vikram

[Former Member]

Hi,

Yeah, we are a VAR and we've checked AISUSER table.

We also configurated correctly.

That's why we successfully forward incident to SAP once.

Also, communication between us and SAP is fine.

That's why we don't understand why we cannot forward incident to SAP because it works when we create new message and send it to SAP

Thanks

[Former Member]

Hi,

You mean SAPGUI?

If so, yeah, I'm using this transaction in SOLMAN system.

Thanks

[rishav54]

Hi

Can you check in DNO_CUST04 (its zero at last)

Regards

Rishav

[Former Member]

Hi,

I checked either zero or O.

Still shows DNO_CUST04 does not exist

Thanks