SAP formation

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Optionally he can enter the Information for SAP (Text ID: SU15) manually and in the action button select “Send message to SAP”.

In order to have the required actions the message must have the Status “In Process”.

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When the message is sent to SAP, the User Status is set to “Sent to SAP”

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Under Transaction data, tab SAP Attributes it is possible to find out which is the message number at SAP.

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Two possibilities to get the updates from SAP

Be aware the message will just be updated when there is a Status change:

1). The job RNOTIFUPDATE01 runs and update all the messages that had been sent to SAP and have a Status change.

2). The action “Update Message with SAP “is called in this case just the message from which the action is called will be updated.

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The message status with SAP is now “Customer Action” (as set by the SAP Processor in the CSS).

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The User Status of the message is now “In Process”. The answer from SAP is available in the Reply from SAP (Text ID: SU11).

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The Internal Memo from SAP will not be transferred to the Solution Manager system.

The Processor can once again send the message back to the End User.

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Message Very High out of Partner Working Time

The Very High (Prio 1) messages that are opened out of working hours are automatically sent to SAP. SAP answers the message and it comes back directly to the End User.

The working hours are maintained for each customer organization, by means of maintaining in the BP Organization from each customer the “Calling Hours”, as described in the IMG.

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The End User opens a Very High message via the Incident Management WorkCenter

The End User has no idea if he is opening the message during or out of working hours.

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As soon as the End User selects the option “Send” the message will be saved with the Status “Send to SAP”.

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The “Information for SAP” (Text ID SU15) is automatically added. It is added by the program (hard coded).

There is a Text Template that informs SAP that the message has been automatically forwarded and the description (Text ID SU99) entered by the End User is copied/added to the text “Information for SAP”. In this way we ensure that SAP gets the information entered by the End User.

Keep in mind that the Service Desk message created through the Workcenter is created in the Solution Manager system. It means that the Partner can see the message with the Status “Send to SAP” in his work monitor. In the same way when SAP answers the message the Partner can see the message with Status “Author Action” in his work monitor.

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The message is processed at SAP

As soon as SAP answers the message and the RNOTIFUPDATE01 report runs in the Solution Manager system, the End User will get the message back in his Overview.

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The Reply from SAP (Text ID SU11) or Information from SAP (Text ID SU16) is converted automatically to Reply (Text ID SU04) in order to allow the End User to read it.

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The End User has now the option to “Confirm” the message or resend it.

If he decides to send it back the message will once again be sent directly to SAP, independent of the working time of the Partner.

The same occurs in case he decreases the priority of the message.

It means that once the Very High message has been sent directly to SAP, the communication for this message will always be done directly between the End User and SAP, independent of the