Service Desk - new message

[Former Member]

Hello,

we are setting up the Service Desk in Solution Manager 4.0.

When a new message is created the system puts many

system data information in transaction data.

Is there any possibility to suppress this.

System Data DOEKER 19.03.2008 11:22:12

SY-DBSYS................ ADABAS D 7.6.03.015

SY-HOST................. cism107

SY-OPSYS................ Linux 2.6.5-7.308-smp

SY-SYSID................ SM1

SY-MANDT................ 600

SY-UNAME................ DOEKER

SY-DATUM................ 20080319

SY-UZEIT................ 112122

SY-ZONLO................ CET ............... and more

Reinhard Doeker

Edited by: Reinhard Doeker on Mar 19, 2008 4:44 PM

[Former Member]

Hello,

alternative is to apply a filter in BADI CRM_DNO_LTEXT_FILTER.

In the standard there might be already an implementation of that BADI from SAP, which you might need to disable in order to implement your own Badi implementation. (check via SE18 for this BADI if another implementation exists - deactivate).

Than implement the badi in se19.

Method: FILTER_TEXT_HEADER

You can copy most of the code from the BADI implementation AI_SDK_TEXT_AUTH.

In the loop, at the end implement

LOOP AT ct_text_dno ASSIGNING <text>.

(...)

if <text>-type_text = 'SD'

and flag_delete <> 'X'.

DELETE ct_text_dno INDEX sy-tabix.

endif.

clear: flag_delete.

ENDLOOP.

endmethod.

Instead of filtering the text for everyone you could also use the authorization check for Text type level, which needs to be implemented in the same BADI.

There is an OSS note describing on how to activate the text type authorization check.

If this is activated, check that all text tupes but SUSD are authorized.

We filtered text type SUSD for everyone with the above code - as we could not imagine for who this information is usefull in a Service Desk scenario supporting only our own, well known systems.

Christian

Edited by: Christian Baessler on Apr 11, 2008 4:29 AM

[Former Member]

Hello,

check also the implentation of OSS note 1115675.

Text type SUSD will not be created anymore for messages which are created in Solution Manager itself.

But they reference also to the text customizing in Solution Manager (remove text type SUSD in your tect profile for message SLFN).

That is an all or nothing approach. Means, text type SUSD will not appear again.

Christian

[Former Member]

Hello Christian,

regarding note 1115675, coding implemented.

But we didn't find anything under

SPRO >Service-Desk>Text Determination Procedure

There are no entries regarding SUSD.

we have only found table COMC_TEXT_PD.

600 CRM_ORDERH SLFN0001 SU01 3 P

600 CRM_ORDERH SLFN0001 SU04 2 P

600 CRM_ORDERH SLFN0001 SU09 11 C

600 CRM_ORDERH SLFN0001 SU11 6 C

600 CRM_ORDERH SLFN0001 SU15 4 P

600 CRM_ORDERH SLFN0001 SU16 5 C

600 CRM_ORDERH SLFN0001 SU99 1 P

600 CRM_ORDERH SLFN0001 SUBI 12 P

600 CRM_ORDERH SLFN0001 SUCT 7 P

600 CRM_ORDERH SLFN0001 SUDL 15 P

600 CRM_ORDERH SLFN0001 SUQA 13 C

600 CRM_ORDERH SLFN0001 SURS 14 P

600 CRM_ORDERH SLFN0001 SUSD 5 C

600 CRM_ORDERH SLFN0001 SUST 8 C

May be be the customizing path is wrong, could you help ?

Regards, Reinhard Doeker

[former_member209604]

>

> When a new message is created the system puts many 
> system data information in transaction data.
> 
> Is there any possibility to suppress this. 

Hi Reinhard,

I am not aware of a possibility to suppress the data collection, but it could exist.

Why do you want to get rid of this automatically collected system data?

In my opinion, the data is helpful in message solving (system, client, user, language, transaction, support package at time of message creation, ....).

Regards,

Ruediger

[Former Member]

Hello Rüdiger,

yes this kind of system information could be useful in big companies with many ( different) SAP installations.

In our case up to 95 % of message will come only from 2 systems

( R/3 production und BW production ).

The most information isn't useful for the support team members and will

confuse key users.

Could be there is a switch in customizing to suppress "system data" ?

Regards, Reinhard

[former_member209604]

Hi Reinhard,

I checked your request with a colleague.

It's not recommended to remove the System Data from the service desk message.

The data is valuable, when forwarding the message to SAP.

You might evaluate the options below (I am not a specialist in this area):

- Filter system data text (text type SUSD), see SAP Note 630978, it describes BADI CRM_DNO_LTEXT_FILTER.

- Restrict access to the text type via an authorization object.

You need to decide whether it's worth to spend effort in this topic.

Best regards,

Ruediger