How to set up the action "Create Solution in Solution Database"?

[Former Member]

The blog /people/dolores.correa/blog/2007/10/06/service-desk-solution-database shows that a solution could be created in the SDB straight from the message view in Service Desk. But I don't have such an action in my SLFN0001_ADVANCED action profile and I can't find any predefined SDB-related actions.

How can I configure my Service Desk to be able to create symptoms and solutions from a support message? What are the technical names of the corresponding actions?

[Former Member · Accepted solution]

Hi Natalyia,

in SP12 the Solution Database actiites are in the Solution Manager IMG activities node. Before this SP you had to go into the CRM IMG node. Just go to SPRO, do a search for "Solution Database" and you will see it in the CRM node. The IMG instructions were very straight foward as long as you already have TREX setup.

regards,

Jason

[Former Member · Accepted solution]

sorry I just looked at the blog. The information I provided was in there. I know the setup was pretty easy when I did it, just a few IMG activities. Good luck.

[Former Member · Accepted solution]

Thank you for your prompt reply, Jason. I've completed the standard Customizing for the SDB, which is to be found in the IMG under CRM -> Enterprise Intelligence -> Solution Database. But I couldn't find anything about creation of solutions and problems out of service messages there...

I believe that the action should be added to the SLFN0001_ADVANCED action profile in order to be shown in the Service Desk, shouldn't it? Could someone please just take a look at his/hers SLFN0001_ADVANCED profile to see if the action "Create Solution in Solution Database" is amongst them and what its technical name is?

[Former Member · Accepted solution]

Hi Natalyia,

I had a look into our SolMan 4.0:

In the action profile SLFN0001_ADVANCED is an action SLFN0001_ADVANCED_SDB_CREATE (Create Solution in Solution Database) defined.

As far as I know, you have to implement at least SP-Stack 12 for SolMan to get this feature.

See the document "4.0 Support Package Stack 12" on the Service Market Place, service.sap.com/solutionmanager -> Media Library -> Technical Papers

Regards,

Marco

[Former Member · Accepted solution]

Yes, probably it's because we're just on SP10, that's why the action is missing. Thank you, Marco!