Sorry, I know this has been asked multiple times, but I'm missing something in the responses. The responses I am finding either don't seem to apply to my situation, or aren't detailed enough to explain what I'm supposed to be doing.
Solution Manager 7.0 EhP1 SAPKITL435.
If we try to do a "Help - Create Support Message" from within our production Solution Manager system, the "Reported by" field is correct, but the Sold-To Party is blank.
If we try to do a "Help - Create Support Message" from within our non-production Solution Manager system, both the "Reported by" and Sold-To Party fields are blank.
If we try to do a Help - Create Support Message" from another SAP system whose RFC is pointing to our non-production Solution Manager system, both the "Reported by" and Sold-To Party fields are blank.
I've looked at IB52, as well as the SPRO activities under "Partner Determination Procedure." I think a big part of my problem is that they just don'e make sense to me yet, because I can't figure out what I should be changing.
For example, IB52 looks to me like it only applies if you want to assign something to the same person all the time. Am I missing something there, or is that an answer to a different question?
I also can't figure out if I need to create something new in "Define Access Sequences," or modify something existing, and, if I modify, to what?
Does anyone know where I could find specific instructions for setting this up?
Regargind this issue, please check if Sold-To party is maintained for
your system with IB52 in your solman system as the steps below:
SOLUTION MANAGER system
->select the system on left hand side
->click on 'goto' on top menu
->Now maintain Sold-To party
Also check below note:
1165357 Sold-to-Party is not assigned to Service Desk messa
As you said ou already assigned then i would request you to please check if you have assigned at the system level or not. Somtimes people define at top of the tree and also at system level. Please assign at system level and delete all other. Most of the times this is the issue Sold-to-party doesnt fill automatically.
For reported by field:
Please check the note: 824640: Customizing missing for Service Desk in Solution
read this note carefull and this will help you fixing the reported by issue.
Please, make sure you have applied the following corrections:
1439191 Incident Create: Message Reporter or Processor is not saved
1486132 Incident Create: Enhance search help of Reporter field
1497700 Work center: Message details not updated after refresh
After this if you still having issue you need to provide more details but i think this will fix the issue.
Thank you for the response.
However, I've seen that before, and my problem is that I don't know what I'm supposed to do to for "Now maintain Sold-To party," in IB52.
I go to IB52.
Highlight my system.
Goto - Partner
I am presented with a blank list (Even in my Production Solution Manager system, where the "Reported By" field is working.
I put in "Sold-To-Party," and checked the "Main Partner." I have no idea what else to fill in, so I just left it blank.
When I press the green check mark, I receive errors:
Business partner (Sold-To Party) is not specified
Partener number for function Sold-To Party is not filled.
But, what do I put in as a partner number when it's supposed to be the person who went to "Help-Create Support Message" from a satalite system?
I did try putting my own BP number in there, but the resulting Support Notification still shows it as blank. The only other thing I could think of is putting in the BP number for the RFC account that's actually creating the Support Notifications.
Responses to OSS Notes:
1165357 - Applied. I don't see a difference (but may be because I don't have partner defined)
824640 Point 3 - NO_USER_CHECK was already defined correctly.
1439191 - Note was already in our Support Pack level. Confirmed we don't have symptoms described.
1486132 - Note was already in our Support Pack level. Confirmed we don't have symptoms described.
1497700 - Note was already in our Support Pack level. Confirmed we don't have symptoms described.
Vikram Jain wrote:
> ->select the system on left hand side
> ->click on 'goto' on top menu
> ->Select 'partner'
> ->Now maintain Sold-To party
> here you need to select:
> Function: 00000001 Sold-To party
> partner: BP here you have to eneer
> select main partner
This is the part I don't understand:
Partner: BP here you have to eneer
What partner do I put in here? The user associated with the RFC? Is there a variable available?
Is this trying to hard-code the Sold-To party? Or is it a filter that's saying it will be automated for the following users, or something else?
But doesn't the sold-to party depend on who enters the ticket? If there's only a hard-coded value there, it really doesn't provide me any value. Although I might not get the red errors, I still need to go through the details of the ticket to see who the user who reported it was.
What I want to do is have the "Sold-To Party" and/or the "Reported by" field be the person who reported the issue. How do we do this automatically for tickets generated through "Help - Create Support Message?" Or is this not something that can be done?
if you want Sold-to aprty filled automatically then you need to create BP for the Sold-to party and assign it in IB52 as i described before.
824640: Customizing missing for Service Desk in Solution
For point 3: The contact person is not transferred/displayed.
When you create a Service Desk message, you specify a contact person,
whom the system does not display in the message.
o Call transaction DNO_CUST04.
o Choose New Entries.
- Enter the field name: NO_USER_CHECK
- Enter the description: No Existence Check for User
- Enter the field value: X
o Choose Save.
Have you got the Reported By working?
If not, are the people that are creating your support messages from Satellite systems defined as Business Partners with Userids (Employee role) in your Solution Manager system?
If yes, then, if you haven't already done so, add in the Partner Determination configuration for your support message type, an Access Sequence of 'Logged-on User as Business Partner' for the Report By partner function. This should automatically populate the partner function Reported By with the business partner of the userid creating the message from the satellite system.
We created an Organizational BP, Z1.
We haven't done this before, and we're unsure if something special needs to be done.
I assigend Z1 as the Partner to what I think is the system level (One level above the clients).
Entry is "Sold-To Party," Z1, and "Main Partner" is checked.
I did this for both my Solution Manager system, and a Satalite I'm testing this functionality with.
I used my account, which has a BP defined which I can put in the Sold-To Party field manually. However, the direct creation of the request in Solution Manager is done by an RFC user, which does not have a BP defined. Should it?
The field in the resulting Service Request is still blank, with an error generated that says, "Header Data. Enter Sold-To Party."
make sure partner determination procedure in spro for sold to party , access sequence set as Determination via IBase/Ind..
Object from Ref.Object Set. Set minimum and maximum to 1 and select the check box Trigger from Address Ref.
Please you can follow this guide
other way you can Implement an action in SPPFCADM using method CRM_DNO_PARTNER_1 and
rule 14000148 and BP as your sold to party.
for trouble shooting refer this also Sold to Party and IBase in the message
When some user creates a service desk message system defines and automatically put in the Sold-to Party by the iBase. So this is why you go to IB52, choose the right component for your/your customer system and fill in the partner number of your company/department//your customer's company.
If you do not have a business partner - you should go to BP and create a business partner "Organization".