Symptom

  • The new created VAR incident can’t select transaction type ZMIV during incident creation (no selection page at all), the default transaction type SMIN is used. After incident creation, the status is new instead of Send to Support. Even through the transaction type related tasks in SAP Solution Manager: Configuration ->  IT Service Management -> 2. Perform standard configuration are done corrently and authorization for message creator is enough.

        Newly created incident status:

        QQ20160517-2.png

        ITSM configuration for incident:

     QQ20160517-1.png

  • Very high level incident created out of working hour is not automatically send to SAP even through the calling hour for customer has already maintained correctly and out of working hours.


Analysis

  • Although the channel CRM UI has been maintained for transaction type ZMIV, there may be something wrong preventing it from working.
  • The transaction type ZMIV (or SMIV) is used for creating incident for VAR scenario. The very high level incident out of business hours automatically send to SAP AGS depends on this transaction type.

Solution

After contacting with SAP AGS, get the following solution:

SPRO -> SAP Reference IMG

QQ20160517-3.png

Select the transaction type ZMIV and double click channel

QQ20160517-4.png

Click New Entry and input the missing channel

QQ20160517-5.png

Now I can select the transaction type ZMIV for newly create incident.

QQ20160517-6.png

Hope the knowledge sharing can help you fix the same kind of problem you face.


Regards,

Ning Tong

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