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?
"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."
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:
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.
Your information is very userful . Thanks for that .
Also i am anxious to know is there any other way to make the mail content as available inline with the mail instead of sending it as attachements .
Also you have mentioned that two determine the mention No we need to use the variable 'orderadm_h-guid' , like this where can we get the info of other variables and their values .
thanks again . one more issue .
Now the URl is getting called correctly with the message id .
but i get the following error ,
"Service cannot be reached
What has happened?
URL http://hism01.hmi.com:8001/sap/bc/gui/sap/its/webgui call was terminated because the corresponding service is not available.
The termination occurred in system HFS with error code 403 and for the reason Forbidden.*
The selected virtual host was 0 .*
What can I do?
Please select a valid URL.*
If you do not yet have a user ID, contact your system administrator.*
HTTP 403 - Forbidden
Your SAP Internet Communication Framework Team"
i don't get any windows asking for username & password ....
A few days ago, we upgraded our SolutionManager installation to support package level 17.
What I am trying now is to open a ticket create by our external service desk. The strange thing is... I'll give an example:
I am creating a ticket from the external ServiceDesk. The Ticket's GUID is C1340E4CA521E444E1000000C0A8022A. When I try to open the ticket by typing
into my webbrowser, it does not work. When I browse the list of support tickets, I can see that the newly created Ticket's ID differs from the one above. It is EC340E4CA521E444E1000000C0A8022A. (The E4CA521E444E1000000C0A8022A-part is completely identical in all tickets' GUID - only the first 5 characters are different)
If I use the correct GUID within the URL above, the ServiceDeskTicket opens just the way it should.
Does anyone know where the problem is? I thought the incidentGUID from the external system is the one used to identify the ticket in SolMan-ServiceDesk... how can I accomplish opening an externally created ticket?
Thanks a lot in advance for any tips, hints or solutions!
Have you tried the following URLs:
- Using the message GUID:
- Using the message number:
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]
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 "
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.
Edited by: Sherif Eid on Jul 6, 2009 11:52 AM
Does anybody know a way to open a Support Ticket directly from the external system?
When I try
(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!
Edited by: Ronald Wimmer on Oct 16, 2009 1:42 PM
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
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
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.
Could you give me a hint?
I found out that BAPI_BUSPROCESSND_DISPLAY should work somehow...
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:
<soapenv:Envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/" xmlns:urn="urn:sap-com:document:sap:rfc:functions">
You may enter the following 3 items in any order>
<?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 "CNTL_ERROR" raised. </message> </rfc:Error> </detail> </SOAP-ENV:Fault> </SOAP-ENV:Body> </SOAP-ENV:Envelope>
Any ideas what went wrong?
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.
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!
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)