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URL link to open Service Desk message

Former Member
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492

Hi Experts,

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?

Many thanks,

Brodo

Accepted Solutions (1)

Accepted Solutions (1)

Former Member
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Answers (2)

Answers (2)

Former Member
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Good morning.

I'm facing a problem with the e-mail link to message, when i click in the link the browser starts to download a SAP GUI shortcut to the support message.

Any solution for this issue?

Thanks in advance.

Best regards,

Sérgio Vieira

former_member209604
Active Contributor
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Have you tried the following URLs:

- Using the message GUID:

http://<server:port>/sap/bc/webdynpro/sap/ags_incident_trans?sap-wd-configId=AGS_INCIDENT_

TRANS&GUID=<GUID>

- Using the message number:

http://<server:port>/sap/bc/webdynpro/sap/ags_incident_trans?sap-wd-configId=AGS_INCIDENT_

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]

Best regards,

Ruediger

Former Member
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dear Ruediger,

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 "

....etc.

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.

regards,

Sherif

Edited by: Sherif Eid on Jul 6, 2009 11:52 AM

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Does anybody know a way to open a Support Ticket directly from the external system?

When I try

http://mySolman:myPort/sap/bc/gui/sap/its/webgui?sap-language=E&sap-client=001&;transaction=DSWP_SAPSHORTCUT&OkCode=/08&pcmd=CRMVW&pnumb=GUID&pvariant=&

(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!

Regards,

Ronald

Edited by: Ronald Wimmer on Oct 16, 2009 1:42 PM

former_member209604
Active Contributor
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What's the support package level of your SAP Solution Manager?

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@Ruediger Stoecker:

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

former_member209604
Active Contributor
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>

> @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

RiccardoEscher
Active Participant
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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.

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Could you give me a hint?

I found out that BAPI_BUSPROCESSND_DISPLAY should work somehow...

http://mySolman:8000/sap/bc/soap/wsdl/?services=BAPI_BUSPROCESSND_DISPLAY&sap-client=001

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:

Request:

<soapenv:Envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/" xmlns:urn="urn:sap-com:document:sap:rfc:functions">

<soapenv:Header/>

<soapenv:Body>

<urn:BAPI_BUSPROCESSND_DISPLAY>

<!You may enter the following 3 items in any order>

<BUSINESS_PROCESS>31CCDC4A80E2153DE1000000C0A8022A</BUSINESS_PROCESS>

<RETURN/>

</urn:BAPI_BUSPROCESSND_DISPLAY>

</soapenv:Body>

</soapenv:Envelope>

Response:

<?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 &quot;CNTL_ERROR&quot; raised. </message> </rfc:Error> </detail> </SOAP-ENV:Fault> </SOAP-ENV:Body> </SOAP-ENV:Envelope>

Any ideas what went wrong?

RiccardoEscher
Active Participant
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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.

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@Ricardo:

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!

Regards,

Ronald

RiccardoEscher
Active Participant
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>

> 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)

Former Member
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"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-g...; 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."

link: [source|https://www.sdn.sap.com/irj/sdn/thread?messageID=3216239#3216239]

Former Member
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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:

http://<host>:<port>/sap/bc/webdynpro/sap/ags_workcenter?sap-client=300&sap-language=EN

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.

KR,

Brodo

Former Member
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I think the answer is in my response:

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).

the "ID=&orderadm_h-guid&" is the ID number of the ticket

Former Member
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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 .

Former Member
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go to transaction SCOT and in the SMTP email settings change it from PDF to TXT.

Former Member
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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.

Note

    • 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.*

ErrorCode:ICF-NF-http-c:000-u:SAPSYS-l:E-i:hism01_HFS_01-v:0-s:403-r:Forbidden

HTTP 403 - Forbidden

Your SAP Internet Communication Framework Team"

i don't get any windows asking for username & password ....

Former Member
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Dear Jason,

i did as you mentioned but when i'm activating the SmartForms it gives me error related to the terms in the url

like CMD=NOMI is not defined and NCMD=CRMVW also is not defined.

So please help

regards,

Sherif

RiccardoEscher
Active Participant
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To display the message as html inline you have to code you own smartform mail method. I show it in [this blog|https://www.sdn.sap.com/irj/scn/weblogs?blog=/pub/wlg/16149] [original link is broken] [original link is broken] [original link is broken];

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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

http://mysolman:8000/sap/bc/bsp/sap/dswp_bsp/dsmop.html?ISBSP=X&CMD=NOMI&NCMD=CRMVW&ID=C1340E4CA521E...

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!

cheers

Ronald