This blog works same for both AI_SDK_SP_AUTO_CLOSE or AI_SDK_SP_AUTO_CLOSE_2 depending on SOLMAN version.
Status in Service Desk:
Regarding the status values, I'd like to share with you that we work with two kind of statuses in solution manager service desk.
- User Status (Solution Manager)
- SAP Status (SAP)
If user Status is not changing, Follow instructions as below:
- For Standard or VAR customers first check if job: RNOTIFUPDATE01 is scheduled according to note 781163 or not.
- For ISV (Software partner) customers please check job RNOTIFUPDATE07 running fine or not.
- If jobs are running fine and still User status is not being updated then it can be updated by report: AI_SDK_SP_AUTO_CLOSE_2
Set Up Automatic Confirmation of Messages:
All Service Desk messages in status "Proposed Solution" and "Customer
Action" are confirmed automatically after a specified time by a report
in which the confirmation date depends on the priority of the message.
The report can be scheduled as a batch job.
1. Choose the report AI_SDK_SP_AUTO_CLOSE_2 or AI_SDK_SP_AUTO_CLOSE.
For this I would recommend to have look at the note 1498458. If its not implemented then please implement the note. manual steps are very important to perform in this note.
- Run SE38 transaction
- In Program write name of the report: AI_SDK_SP_AUTO_CLOSE2 or AI_SDK_SP_AUTO_CLOSE
- Click execute
Note: First execute report in Test mode by putting check mark infront of Test Mode by selecting the requirement. Once Test Mode runs fine then execute it in normal mode by removing the check mark from Test Mode.
2. Choose the report parameters:
Object Information:
- Transaction type: SLFN or any other transaction type you are using
- Specified Message : Select this if you want to run report for particular message number. If you doing for particular message number than Type the message number in Message number text box.
Or if you would like to change status of messages in bulk than you can select Duration Longer than (Days). here you can also change the number of days for each Priority.
Status Information: Here you can choose either Change by Checking User Status or Change by Checking SAP status
Check the different examples below to understand how these options work.
3. Run the report.
See below Screenshot of the report:
Examples:
Example 1:
A message with priority 1 (very high) is automatically confirmed if it
has not been changed for 14 days.
Transaction Type: SLFN
Select Duration Longer Thanks (Days)
Very High : 14, High: 21, Medium: 45, Low: 45
Status Information:
- Select Change by Checking User Status
- Check User status: E0005 (Proposed Solution)
Set User Status: E0008 (Confirmed)
Click on Execute
Example 2:
Transaction Type: SISV (for Software Partner)
Select Duration Longer Thanks (Days)
Very High : 14, High: 21, Medium: 45, Low: 45
Status Information:
- Select Change by Checking SAP Status
- Check SAP Status: Z (Confirmed Automatically)
- Set User Status: E0008 (Confirmed)
Click on Execute
Now this will change the status of all the messages whose SAP Status is Z (Confirmed Automatically) to Confirmed for all the messages longer than as specified above.
Example 3: If you would like to change User status from one status to another
Transaction Type: SISV (for Software Partner)
Select Duration Longer Thanks (Days)
Very High : 14, High: 21, Medium: 45, Low: 45
Status Information:
- Select Change by Checking User Status
- Check User Status: E0010 (Sent to Customer)
- Set User Status: E0008 (Confirmed)
Click on Execute
Now this will change the status of all the messages from Sent to Customer to Confirmed for all the messages longer than as specified above.
Example 4: To change status of specific message number.
Transaction Type: SISV (for Software Partner)
Select Specified Message, Message number: for example, 8000000011
Status Information:
- Select Change by Checking User Status
- Check User Status: E0010 (Sent to Customer)
- Set User Status: E0008 (Confirmed)
Click on Execute
Now this will change the status of the message: 8000000011 from Sent to Customer to Confirmed
Example 5: To change status of CONFIRMED message.
Transaction Type: SLFN or any other
Select Specified Message, Message number: for example, 8000000011
Status Information:
- Select Change by Checking User Status
- Check User Status: E0008 (Confirmed)
- Set User Status: Any status
As far as it is closed (e.g. confirmed), it is impossible to change to other status whatever standard functionality is used. This is decided by CRM framework.
And we do not recommend you to reopen the closed messages through any special ways as this may have side effects.
Please Also check below notes:
| 1423642 | Support Desk, using report to confirm tickets | |
| 1498458 | AI_SDK_SP_AUTO_CLOSE: Eliminate status inconsistencies | |
| 1643865 | AI_SDK_SP_AUTO_CLOSE_2 - Status wird nicht gesetzt |
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