service desk error creating support message "help->create support message"

[Former Member]

Hi

I'm customizing SM 7.0 SP Stack 15 service desk scenario. I'm in a VAR SAP, so It's a mandatory scenario.

I've done all basic settings from General Settings, Connection to SAP, Online Documentation, ...,

Business Partners, iBase, Basic BC-Sets for Configuration, Number Ranges. After them , for Scenario-Specific Settings-> Service Desk->Service Provider I've done all these steps. At SAP System Solution Manager, I've created solutions at dswp transaction and EW Alert are centralized these steps works. Transaction notif_create works and iBase are well mantained.

The problem is when I try create a support message from satellite SAP system. I logged With a SAP user which is BP, key user and has authorizations in a satellite system and I choose help->create support message, so a pop-up appears and I fill the fields, and I press button (Save/Send). An error appears:

Error in Local Message System: Access via 'NULL' object reference not possible. Message was Not Created

In order solve the error I review:

- The satellite SAP system is at the iBase installed components.

- I've Assign Number Range for ABA notifications at SLF1 transaction.

- I've Checked number range for Service Desk Message at SLFN transaction.

- I've configured ABA Message transaction DNO_CUST01, transaction DNO_CUST04

- (satellite system) Transaction sm30, table BCOS_CUST:

Appl. + Dest. + +

OSS_MSG W SM_SMGCLNT010_BACK CUST620 1.0

TST_CUS 0120009939

RFC SM_SMGCLNT010_BACK works, SM recollects EW Alert from this satellite system

- (satellite system) I logged with a SAP user with these roles:

SAP_SUPPDESK_CREATE

SAP_BC_CUS_CUSTOMIZER according SAP NOTE 834534

SAP_BC_CUS_ADMIN according SAP NOTE 834534

SAP_SV_FDB_NOTIF_BC_CREATE

SAP_SV_FDB_NOTIF_BC_ADMIN

All these roles are mantained.

- I've review SAP Notes 834534, 864195, 621927(I haven't applied this SAP Note because it's older)

Please could you help me?

Thanks and Regards

Raul

[Former Member]

Solved, I'm configuring SAP Sol. Man. 7.0 SP Stack 15, I applied

delivered support packages:

SAP Sol Man was at SAPKB70014 and applied until SAPKB70015

SAP Sol Man was at SAPKA70014 and applied until SAPKA70015

SAP Sol Man was at SAPKITL425 and applied until SAPKITL426

SAP Sol Man was at PI_BASIS 2006_1_700 SAPKIPYM05 and applied until

SAPKIPYM06

SAP Sol Man was at SAPKW70016 and applied until SAPKW70017

SAP Sol Man was at SAP AP 700 SAPKNA7011 and applied until SAPKNA7012,

SAPKNA7013

SAP Sol Man was at SAP BI CONT 7.03 SAPKIBIIP8 and applied until

SAPKIBIIP9, SAPKIBIIQ0

SAP Sol Man was at ST-ICO 150 700 SAPK-1507DINSTPL and applied until

SAPK-1507EINSTPL, SAPK-1507FINSTPL

SAP Sol Man was at ST-SER 700 2008 1 SAPKITLOO2 and applied until

SAPKITLOO3

[Former Member]

Hi Raul, I had exactly the same error 3 days ago. After going through all possible config scenarios out of pure frustration we supplemented the user (in our case SOLMANPRD) through which the RFC between the satelite system and Solution Manager is facilitated with my own. That resolved the problem. We have subsequently realised that it was a problem with the authorisations on user SOLMANPRD. I know this is not really pointing to the exact problem area but I thought I would just share it.

[Former Member]

Hi Werner,

First of all, thanks for your reply.

I follow your advice, and I've checked the user through which the RFC between the satelite system and Solution Manager is facilitated. This user has these roles:

Z_RFC -> this rol has authorizations object S_RFC and S_RFCACL

SAP_SV_SOLUTION_MANAGER

SAP_ISSUE_MANAGEMENT_ALL

SAP_SMWORK_BASIC

SAP_SUPPDESK_ADMIN

SAP_SUPPDESK_CREATE

SAP_SUPPDESK_PROCESS

SAP_SV_FDB_NOTIF_BC_ADMIN

also profiles: SAP_ALL and SAP_NEW

but when I've checked this possible solution(I logon to satellite system or in solution manager system and help->create support message) I get the same error

Thanks for your help

Raul

[Former Member]

Please, any ideas?

Thanks and Regards

Raul

[Former Member]

Just to get closer to the cause: are you able to create a support message from within solution manager?

[Former Member]

Hi Christian,

Thanks for your reply,

From SAP Solution Manager, if I use transaction notif_create it works. BUT If I use Help->create support message, when I fill all fields, I get the same error than when I use this function in satellite systems:

Error in Local Message System: Access via 'NULL' object reference not possible. Message was Not Created

I try create suppor message with a SAP USER which is BP.

Thanks and Regards.

Raul

[Former Member]

Hi,

When I try create a SAP message via help->create suuport message, I get the same error so I run help->create support message in a satellite system so I run help->create support message in Solution Manager

system. Also, a dump is generated in Solution Manager when I try create support message or from satellite or from solution manager.

========================================================================

Runtime Errors OBJECTS_OBJREF_NOT_ASSIGNED

Date and Time 10.07.2008 10:17:26

Short text

Access via 'NULL' object reference not possible.

What happened?

Error in the ABAP Application Program

The current ABAP program "CL_BOR_SERVICE_PPF============CP" had to be

terminated because it has

come across a statement that unfortunately cannot be executed.

Error analysis

You attempted to use a 'NULL' object reference (points to 'nothing')

access a component (variable: " ").

An object reference must point to an object (an instance of a class)

before it can be used to access components.

Either the reference was never set or it was set to 'NULL' using the

CLEAR statement.

How to correct the error

If the error occures in a non-modified SAP program, you may be able to

find an interim solution in an SAP Note.

If you have access to SAP Notes, carry out a search with the following

keywords:

"OBJECTS_OBJREF_NOT_ASSIGNED" " "

"CL_BOR_SERVICE_PPF============CP" or "CL_BOR_SERVICE_PPF============CM004"

"PROFILE_CONTAINS_PARTNERDEP"

If you cannot solve the problem yourself and want to send an error

notification to SAP, include the following information:

...

Information on where terminated

Termination occurred in the ABAP program "CL_BOR_SERVICE_PPF============CP" -

in "PROFILE_CONTAINS_PARTNERDEP".

The main program was "SAPMSSY1 ".

In the source code you have the termination point in line 41

of the (Include) program "CL_BOR_SERVICE_PPF============CM004".

=========================================================================

Thanks and Regards

Raul

[Former Member]

.You may try Tx: SPPFCADM and check/clear inconsistencies (4 check boxes at lower right)

Did you do any customizing or modification on SAP standard transaction types?

[Former Member]

Hi Christian,

I've checked transaction SPPFCADM and I've some inconsistencies but appareantly any important.

On the other hand, I haven´t done any customizing or modification on SAP standard transaction types. About transaction I checked the points that transaction IMG-> ...-> Standard Configuration of Basic Settings-> Solution Manager-> Number Ranges:

Assign Number Range for ABA notifications at this point I checked SLF1 as IMG activity documentation indicates.

Check number range for Service Desk Message at this point I checked SLFN as IMG activity documentation indicates.

I checked point Configure ABA Message

In any case, I only did that documentation types.

Thanks and Regards,

Raú

[Former Member]

Hi,

Just to discard to the cause, in transaction spro->...->Standard Configuration of Basic Settings->Solution Manager->Basic BC-Sets for Configuration->Activate Service Desk BC Set, I've activated BC Set according SAP Note 898614, in the installation part.

Thanks and Regards

Raul