22 Replies Latest reply: Jun 8, 2010 3:14 PM by Michael Niessl RSS

URL link to open Service Desk message

Brodo Di Pollo
Currently Being Moderated

Hi Experts,

 

I have an email that is sent via a custom action from a service desk ticket.

 

In this email I attach a document created via SMARTFORM.  This document contains a URL which should (when clicked) open the ticket in a browser.

 

I have all I need (ticket ID, host, port number etc.) but I don't know how to construct the full URL.  Anybody could indicate how to do this?

 

Many thanks,

 

Brodo

  • Re: URL link to open Service Desk message
    kobby bryant
    Currently Being Moderated

    Hi,

     

    http://<Host>:<Port>/sap/bc/bsp/sap/dswpnotifcreate?sap-client=<Client>.

  • Re: URL link to open Service Desk message
    Jason Hickok
    Currently Being Moderated

    "This is how I got ours to work. Add a text block to the email smartform. For the link to the ticket, you need to add the URL as follows: http://hostname:port/sap/bc/bsp/sap/dswp_bsp/dsmop.html?ISBSP=X&CMD=NOMI&NCMD=CRMVW&ID=&orderadm_h-guid& The trick is to enter the parameter for the ticket number - you need to insert the "&orderadm_h-guid&" as part of the URL using the field button (the + sign). We also have another link to see all tickets. http://host:port/sap/bc/bsp/sap/dswp_bsp?CMD=NOMI&VANOSV=X&sap-client=100 Hope that solves your problem."

     

    link: [source|https://www.sdn.sap.com/irj/sdn/thread?messageID=3216239#3216239]

    • Re: URL link to open Service Desk message
      Brodo Di Pollo
      Currently Being Moderated

      Thanks guys, this is all good.

       

      I have also found a sap note regarding this matter: 942847

       

      However, in my case, I still have the problem as my customer only uses the workcenter.  They would like to view the ticket via the workcenter and not anything else.

       

      I don't know if this is possible, but so far I have a url which is taking me to the initial page:

       

      http://<host>:<port>/sap/bc/webdynpro/sap/ags_workcenter?sap-client=300&sap-language=EN

       

      However, how do I get directly to the ticket?  That is the question...

       

      Thanks again for any additional help you may be able to give me.

       

      KR,

       

      Brodo

    • Re: URL link to open Service Desk message
      Sherif Eid
      Currently Being Moderated

      Dear Jason,

      i did as you mentioned but when i'm activating the SmartForms it gives me error related to the terms in the url

      like CMD=NOMI  is not defined   and NCMD=CRMVW also  is not defined.

      So please help

      regards,

      Sherif

  • Re: URL link to open Service Desk message
    Sérgio Vieira
    Currently Being Moderated

    Good morning.

     

    I'm facing a problem with the e-mail link to message, when i click in the link the browser starts to download a SAP GUI shortcut to the support message.

     

    Any solution for this issue?

     

    Thanks in advance.

     

    Best regards,

    Sérgio Vieira

     

    • Re: URL link to open Service Desk message
      Ruediger Stoecker
      Currently Being Moderated

      Have you tried the following URLs:

       

      - Using the message GUID:

        http://<server:port>/sap/bc/webdynpro/sap/ags_incident_trans?sap-wd-configId=AGS_INCIDENT_

      TRANS&GUID=<GUID>

      - Using the message number:

      http://<server:port>/sap/bc/webdynpro/sap/ags_incident_trans?sap-wd-configId=AGS_INCIDENT_

      TRANS&MSNR=<message number>&MSTYP=<message type>

       

      Source: [How to: Automatic email notification - Service Desk |http://service.sap.com/~form/sapnet?_SHORTKEY=01100035870000722612&_OBJECT=011000358700001903822008E]

       

      Best regards,

      Ruediger

      • Re: URL link to open Service Desk message
        Sherif Eid
        Currently Being Moderated

        dear Ruediger,

        I solved my issue by defining variable in the smart form like url1 url2 url3

        Eg.: url1 type string   default value "http:// host.port/sap/bc/gui/sap/its/webgui?"

        url2 type string  default value  "&sap-client=900&transaction=DSWP_SAPSHORTCUT&OkCode=/08 "

        ....etc.

         

        and in my smart form i put into the text block the link like this &url1&&url2&&orderadm_h-object_id&

        and it's working fine now.

         

         

        regards,

        Sherif

         

        Edited by: Sherif Eid on Jul 6, 2009 11:52 AM

        • Re: URL link to open Service Desk message
          Michael Niessl
          Currently Being Moderated

          Does anybody know a way to open a Support Ticket directly from the external system?

           

          When I try

           

          http://mySolman:myPort/sap/bc/gui/sap/its/webgui?sap-language=E&sap-client=001&transaction=DSWP_SAPSHORTCUT&OkCode=/08&pcmd=CRMVW&pnumb=GUID&pvariant=&

           

          (where GUID is the one I use to create the ticket), I sometimes get the Service Desk Message displayed, but, somtimes I am landing on the "Create Quotation" screen... does anybody know why that happens sometimes?

           

          When I try it using the GUID like proposed by Ruediger Stocker (in this thread), I get this error:

           

               

          •   The following error text was processed in the system S01 : WebDynpro Exception: Application AGS_INCIDENT_TRANS Does Not Exist

           

               

          • The error occurred on the application server vsolman_S01_00 and in the work process 0 .

           

               

          • The termination type was: RABAX_STATE

           

               

          • The ABAP call stack was:

                Method: RAISE of program CX_WD_GENERAL=================CP

                Method: HANDLE_REQUEST of program CL_WDR_UCF====================CP

                Method: IF_HTTP_EXTENSION~HANDLE_REQUEST of program CL_WDR_MAIN_TASK==============CP

                Method: EXECUTE_REQUEST of program CL_HTTP_SERVER================CP

                Function: HTTP_DISPATCH_REQUEST of program SAPLHTTP_RUNTIME

                Module: %_HTTP_START of program SAPMHTTP

           

           

          All I want is to open an existing service desk ticket by supplying its GUID - no matter if it opens in the SAP GUI or in a web browser. Anyone knows how to accomplish that? (ideally by supplying the user credentials so that no user/passwd-combination has to be entered when opening the ticket)

           

          Thanks a lot in advance!

           

          Regards,

          Ronald

           

          Edited by: Ronald Wimmer on Oct 16, 2009 1:42 PM

          • Re: URL link to open Service Desk message
            Ruediger Stoecker
            Currently Being Moderated

            What's the support package level of your SAP Solution Manager?

            • Re: URL link to open Service Desk message
              Michael Niessl
              Currently Being Moderated

              @Ruediger Stoecker:

              SAP_BASIS shows SAPKB70012.

               

              Is this information enough or do you need the support package level of another software component to tell me if that behaviour might have been corrected...?

               

              @ Riccardo Escher:

              I do not want to display the ticket inline within an email. All I try to achieve is to open a ticket from my external service desk. I want to implement a button named "Open Ticket in SolutionManager ServiceDesk" in my external service desk system. Clicking on that button should open the ticket in SolMan. I would prefer using the classic Win32 SAPgui. How could I do that? (Maybe there is a possibility passing the user credentials as well?)

               

              Thank you very much in advance for your answers!

               

              Edited by: Ronald Wimmer on Oct 19, 2009 9:41 AM

              • Re: URL link to open Service Desk message
                Ruediger Stoecker
                Currently Being Moderated

                >

                Ronald Wimmer wrote:

                 

                > @Ruediger Stoecker:

                > SAP_BASIS shows SAPKB70012.

                 

                Your SolMan release is on stack 12 (ST 400 SP12), which was released on 25.06.2007.

                The WebDynpro to display a message in the Work Center was not available there. It was shipped with ST 400 SP15 or ST 400 SP18.

                 

                Best regards, Ruediger

              • Re: URL link to open Service Desk message
                Riccardo Escher
                Currently Being Moderated

                To open a Win32 Gui from extern the only way I know of is to use a SAPGui shortcut. This is a simple textfile with the extension .SAP.

                Usually the installation of the Windows Gui binds this extention to the Gui itself, so opening a file *.SAP should start the windows gui (or if already started open a new session).

                 

                You can experiment this when you select a transaction in the main menu and then exetute menu -> Edit -> Create Shortcut on the Desktop. So it would be enough to create dynamically a textfile and download & open it from the browser.

                 

                How to start CRMD_ORDER via a Gui Shortcut is also shown in my blog to which I linked at in my posting before, so I don't repeat this here.

                 

                This is easily done, but i fear that this would make you unhappy, because this is the way to open an existing service desk ticket, not to create a new onw.

                 

                May be you have to call remotely the function module BAPI_BUSPROCESSND_CREATEMULTI. I don't know if it opens a window, I use BAPI_BUSPROCESSND_DISPLAY and this does it.

                 

                It should be possible to embed this RFC into a service. May be it's already done by SAP.

                 

                If you have succeeded, you might post your solution in a blog

                 

                I don't know if it is possible to pass the credentials via the URL, but SSO (Single Sign On) works fine.

                • Re: URL link to open Service Desk message
                  Michael Niessl
                  Currently Being Moderated

                  Could you give me a hint?

                   

                  I found out that BAPI_BUSPROCESSND_DISPLAY should work somehow...

                   

                  http://mySolman:8000/sap/bc/soap/wsdl/?services=BAPI_BUSPROCESSND_DISPLAY&sap-client=001

                   

                  The link above shows me the appropriate WSDL file. But when I try to send a SOAP request (via SoapUI) using the GUID I used to create the ticket, I get an error:

                   

                  Request:

                  <soapenv:Envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/" xmlns:urn="urn:sap-com:document:sap:rfc:functions">

                     <soapenv:Header/>

                     <soapenv:Body>

                        <urn:BAPI_BUSPROCESSND_DISPLAY>

                           <!You may enter the following 3 items in any order>

                           <BUSINESS_PROCESS>31CCDC4A80E2153DE1000000C0A8022A</BUSINESS_PROCESS>

                           <RETURN/>

                        </urn:BAPI_BUSPROCESSND_DISPLAY>

                     </soapenv:Body>

                  </soapenv:Envelope>

                   

                  Response:

                    <?xml version="1.0"?> <SOAP-ENV:Envelope xmlns:SOAP-ENV="http://schemas.xmlsoap.org/soap/envelope/" xmlns:SOAP-ENC="http://schemas.xmlsoap.org/soap/encoding/"> <SOAP-ENV:Body> <SOAP-ENV:Fault> <faultcode> SOAP-ENV:Client </faultcode> <faultstring> Internal Server Error </faultstring> <detail> <rfc:Error xmlns:rfc="urn:sap-com:document:sap:soap:functions"> <type> RABAX_STATE </type> <message> Exception condition &quot;CNTL_ERROR&quot; raised. </message> </rfc:Error> </detail> </SOAP-ENV:Fault> </SOAP-ENV:Body> </SOAP-ENV:Envelope>

                   

                  Any ideas what went wrong?

                  • Re: URL link to open Service Desk message
                    Riccardo Escher
                    Currently Being Moderated

                    I am no expert of services & soap, but RABAX means that there should be a dump (ST22). The exception CNTL_ERROR is very generic. It depends upon the class triggering it.

                    May be you have also to pass the import parameter object_type='BUS2000116'.

                    INCLUDE lcrm_busprocessnd_bapicon.
                    
                    PARAMETERS:
                      p_crmid    TYPE crmt_object_id_db,
                      p_mode     TYPE crmt_component_type DEFAULT gc_component_type-display,
                      p_objtyp   TYPE crmt_swo_objtyp_process DEFAULT 'BUS2000116'.
                    
                     CASE p_mode.
                          WHEN gc_component_type-display OR space.
                            CALL FUNCTION 'BAPI_BUSPROCESSND_DISPLAY'
                              EXPORTING
                                business_process = gv_guid2
                                object_type      = p_objtyp
                              TABLES
                                return           = gt_return.
                          WHEN gc_component_type-maintain.
                            CALL FUNCTION 'BAPI_BUSPROCESSND_CHANGEDIALOG'
                              EXPORTING
                                business_process = gv_guid
                              TABLES
                                return           = gt_return.
                        ENDCASE.
                    

                     

                    • Re: URL link to open Service Desk message
                      Michael Niessl
                      Currently Being Moderated

                      @Ricardo:

                       

                      I think I am trying to use the wrong function module for what I am trying to achieve...

                       

                      BAPI_BUSPROCESSND_DISPLAY seems to be intended for displaying Sales Orders. What I want to do is displaying a Solution Manager Service Desk Ticket. Do you know a solution for that?

                       

                      Thank you very much in advance!

                       

                      Regards,

                      Ronald

                      • Re: URL link to open Service Desk message
                        Riccardo Escher
                        Currently Being Moderated

                        >

                        Ronald Wimmer wrote:

                         

                        > I think I am trying to use the wrong function module for what I am trying to achieve...

                        >

                        > BAPI_BUSPROCESSND_DISPLAY seems to be intended for displaying Sales Orders. What I want to do is displaying a Solution Manager Service Desk Ticket. Do you know a solution for that?

                         

                         

                        No, no, the BAdI works also for service transaction types.

                        a) it is used in the monitor (CRM_DNO_MONITOR)

                        b) I use it to open ChaRM tickets, which are nearly the same as service desk tickets (SDCR - SDNO)

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