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Service Desk Configuration Problem

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Hi Guys!


  I have a problem in my solution manager that its that.


  I need to have the process_type 0 in DNO_CUST04 SLFN because of test management, but at the same time, i need the process_type 0 be to ZMIN to create support message in my other systems to my solution manager service desk.


  It´s that possible?


  My config of DNO_CUST04 its like that:


AI_COPY_PROJECT_IN_RFC    0    X

AUTHORITY_CHECK    2    X

CHANGE_REQUEST    1    SDCR

CHANGE_REQUEST_NEW    1    SMCR

CSOL_WAR_DIA_FREE_STRATEGY    0    CANCEL_WARNING

DEFAULT_SERVICE_REQUEST_CATEGORY    1    AIC_CAT02

IB_GEN_AUTO    0

IC_WC_DEFAULT_PROFILE    1    SOLMANPRO

ISV_LOCK_STATUS    1    X

NO_USER_CHECK    1

ONE_CCC_USER_FOR_ALL_CUST    1    X

ONE_RFC_TO_SAP_FOR_ALL_CUST    1

PROCESS_TYPE    0    SLFN

PROCESS_TYPE_ADD    1    ZMIN

PROCESS_TYPE_ADD    3    SMIN

PROCESS_TYPE_ADD    4    SMIN

PROCESS_TYPE_NEW    0    ZMDT

PROCESS_TYPE_TEMPL    1    SMIT

SDK_MSG_PROC_AUTO_TEXT    1000    APPL_MONITORING

SDK_MSG_PROC_AUTO_TEXT    1100    JOB_MONITORING

SDK_MSG_PROC_AUTO_TEXT    1200    INT_MONITORING

SERVICE_REQUEST_TEMPL    1    SMRT

SERVICE_REQUEST_TYPE    1    SMRQ

SLA_ESCAL_ACTIVE    0    X

SOCM_PROXY_FACTORY    0    CL_CHM1_PROXY_FACTORY

SYNCHRONIZE_PROJECT    10    X

SYNCHRONIZE_SOLUTION    11    X

TOP_SERVICE_REQUEST_CATEGORY    1    AIC_CAT02_01_01_01

TOP_SERVICE_REQUEST_CATEGORY    2    AIC_CAT02_04_01

URL_DISPLAY_NOTE    1    http://service.sap.com/sap/bc/bsp/spn/sapnotes/index2.htm?numm={&1}&nlang=EN

URL_SEARCH_NOTE    1    http://service.sap.com/notes

VAR_AUTO_UPD_FROM_SAP_TDID    0    SU01



Right now if someone create a help --> support message in other system, my message goes to crmd_order but not to service deks crm_ui.


Anyone have an ideia?


Thanks Guys!


Ricardo Nolasco

Accepted Solutions (1)

Accepted Solutions (1)

Vivek_Hegde
Active Contributor
0 Kudos

Hi Ricardo,

PROCESS_TYPE    0   Parameter is the primary determination factor for Incidents. You have maintained SLFN, all the new tickets created via help --> support messagewould go to crmd_order, since SLFN is not compatible with CRM UI.


My advice:


Maintain ZMIN in PROCESS_TYPE    0 and this should be used in Test Management too. I am wondering why are you still using SLFN in 7.1 Test Management feature?


Regards,

Vivek

0 Kudos

Hi Vivek,

  This is a old configuration, and like i see, its like that a long time.

  But right now, i did that in the pass, i put the parameter PROCESS_TYPE 0 to ZMIN and when the users work with the test management, changing status for exemple, return a dump:

and that was the reason i maintain the process type in SLFN.

So my figth in this moment is  like this.

Any ideia?

Thanks for you reply!

Best Regards;

Ricardo Nolasco Santos

Vivek_Hegde
Active Contributor
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OK, got it; if you have upgraded the Solution Manager to 7.1 then you need to adjust the Notification Setting to ZMIN in the Test Management configuration. Have you tried searching for this setting in SPRO of Test Management?

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No, definitly no, but im going to see the config of test management and then i tell you something.

Thanks for the help!

Best Regards;

Ricardo Nolasco Santos

VJain
Active Contributor
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Hi Ricardo,

Please go to the following SPRO path, and add the 'zmin' into the table

SPRO

-> SAP Solution Manager

-> Capabilities (Optional)

  -> IT Service Management

   -> Transactions

    -> Specify Several Transaction Types

     ->Specify Transaction Type

     -> Classify Transaction Type

Then the dump will be removed.

prakhar_saxena
Active Contributor
0 Kudos

Hi Ricardo

You need to configure service desk message type for test management in STWB_SET transaction

same will help to get navigated.... if you find it under SPRO -Test Management

here you can maintain ZMIN for Test workbench error message OR you can use SMDT (copy to ZMDT) which is the new transaction type specifically designed for test management defects

check below

hope this helps

Regards

Prakhar

Answers (1)

Answers (1)

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Hi Guys;

Hi just solved the problem, changing the old configuration of test management.

Rigth now its everyhing ok!

Thanks alot for all the replys and help.

Best Regards

Ricardo Nolasco Santos