Not able to create Support Desk message

[Former Member]

Hi All,

I am configuring the support desk functionality in solman. I have done the basic support desk configuration settings.

But when I try to create a support desk message from the help menu it gives me an error " customizing for feedback functionality missing". I also could not able to create a message using the t.code "notif_create".

So please can any one tell me what could be the reason.

Thanks and Regards,

Saravanan.P

[Former Member]

do you know the help Site ?

http://help.sap.com/saphelp_sm40/helpdata/en/45/51fbdbd4941803e10000000a1553f7/frameset.htm

[Former Member]

keep in mind the function notif_create may help you to find errors, but the tickets ctreated are fully manual, so there are for sure a lot of information is missing in this manual Tickets.

the content of your table BCOS_CUST must minimum contains in:

SolMan (based on nw2004s (700))

OSS_MSG W NONE CUST700 1.0 # (for Tickets)

CHAR_DEST W NONE CUST700 1.0 # (change Tracking)

in your Client Systems the entries needs to be similar:

OSS_MSG W <SolMan-SID>BACKCLN### CUST700 1.0

where the RFC Destination <SolMan-SID>BACKCLN### is that which was created before with the SolMan settings >SMSY<

=> Systems => Component => Your ClientSID => ClientServer

at right side TAB Clients => change settings => generate RFC-Destinations !!!

Keep in mind, you need more settings in user-profile than

SAP_ALL SAP_NEW to create these connections and the user which is generated during this setup may need more than the automatical assigned. There are several Notes regarding authorisations requirements and solution manager.

[Former Member]

Dear friend

you have to do following option

1.Define Service Desk destination in the R/3 systems:

Note: for this you need to log in the R/3 system.

Create the RFC between the Solution manager and R/3 system (Login to the R/3 system)

2.a. Go to transaction SM30.

b. In table/view field, enter BCOS_CUST. Then press the Maintain Button. See example below:

c. Press the Continue button in the following screen:

d. You should see the following screen, no entries should be seen in the table. Press the New Entries button:

e. In the next screen, enter the following information:

In the RFC Destination you should point to your Solution Manager destination RFC.

0ss_msg w sm_bsmclnt_back cust620 1.0

shailesh

[Former Member]

do you have checked the note:

https://service.sap.com/sap/support/notes/153743

In most cases the customizing content of table BCOS_CUST

is not matching the requirements.

Keep im mind it must be different in your SolMan

from that which is used in your Client-Systems.

[Former Member]

Hi Saravanan,

you are going to double check your configuration. The error is telling you that you missed something. It's hard to know without looking at your config. WHat error were you getting with NOTIF_CREATE?

regards,

Jason

[Former Member]

Dear Jason,

Thanks for your response..

when I execute the T. Code "notif_create" it takes me to the easy access initial screen.

We are working on solman 4.0 with support pack level 11. Can you please tell me the list of BC sets which need to be activated as a part of support desk functionality configuration settings.

Warm Regards,

Saravanan. P

[Former Member]

Hi Saravanan,

you have to have the following entry in your solman client BCOS_CUST table.

OSS_MSG

W

NONE

CUST620

1.0

then you'll be able to create a support message.

Regards

Salpi

Please reward for helpful answers

[Former Member]

Hi Saravanan,

I have faced this same problem Customizing missing error in service desk . There are several reasons for this problem

Check the sapnote 824640

Pls check the SPRO

IMG> SAP Solution manager> Advanced settings>scenario specific settings>service desk follow specified steps then you can create support desk message

Naveen