Symptom
This note describes frequent problems when introducing or using support notifications, and the solution of these problems. The problems and questions are subdivided into:
1. Problems when creating support notifications
2. Problems when communicating with SAP
3. Problems when deleting support notifications
Other Terms
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Reason and Prerequisites
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Solution
1. Creating support notifications
a) When you create or send a support notification using 'Help -> Create Support Notifications' the system issues the message 'Error in the local notifications system: Function module "/SAPMOSS/06_CREATE_R3_NOT_ATT" notification n was not created'.
Solution
Maintain the BCOS_CUST table as described in the current configuration guide:
-------------------------------
|Anwendung|+|Dest.|+ |+ |
|OSS_MSG |W|NONE |CUST610|1.0|
-------------------------------
The release status of the central system (Solution Manager) is important for the entry in the fourth column.
b) When you create or send a support notification using 'Help -> Create Support Notification', the system issues the message DNO 157: "Installation number not known in the SAP customer notification system".
Solution
Note: 449330
c) When you create a support notification using 'Help -> Create Support Notification', the system issues a message stating that due to error 513, a notification was not created in the workplace system.
Solution
Note: 498984
d) When you send a support notification using 'Help -> Create Support Notification', the system issues a message "Error in local notification system: Status profile NOTIF does not exist".
Solution
Note: 593207
2. Communication with SAP
a) When you execute the action 'Send notification to SAP', the system issues message DNO 150: "The system could not find your SAP customer notification system user".
Solution
In your user master, maintain a value for the 'SAPNETUSID' parameter. This is required for the communication with SAP:
Menu -> System -> User Profiles -> Own Data -> 'Parameters' tab.
b) When you execute the action 'Send notification to SAP', the system issues message DNO 154: "You have not made all required entries in the notification".
Solution
The data that is required to send a notification to SAP has not been maintained completely. One of the following specifications is missing:
- SAP system type
- Release
- Notification short text
- Component
- Notification text (Information for SAP)
The creation of an information for SAP is required and occurs as follows:
Tab page 'Facts' -> 'New Text' -> select 'Information for SAP' -> enter text -> 'Back' -> 'Text transfer'.
If you have already tried to send the notification to SAP, and this was unsuccessful, you can send the notification to SAP as described under c).
c) If the action 'Send notification to SAP' fails, it is not possible to execute this action again.
Solution
You can execute the action again as follows: Tab page 'Action log' -> Select the action 'Send notification to SAP' (Status: red) and choose 'Repeat action'. (see also d)
d) The actions to communicate with SAPNet R/3 front end are complicated and not intuitive, in particular, in case of errors.
Solution
Note: 562308
(see also c)
e) You sent a support notification to the SAPNet R/3 front end with the action 'Send notification to SAP'. After that, the time stamp 'Sent to SAP' is not filled.
Solution
Note: 551867
f) If you manually synchronize a support notification, which has already been transferred to SAP, with the SAPNet R/3 front end in Solution Manager (action 'Synchronize notification with SAP'), the system incorrectly displays a dialog box with the message DNO 171: "Notification has not been changed by SAP", although the notification has been changed in the SAPNet R/3 front end. Nevertheless, the notification is subsequently synchronized correctly.
Solution
Note: 551867
g) After you update a support notification with the data from the SAPNet R/3-front end, the values in the fields 'System' (GS_SAP_DATA-SYSID) and 'Client' (GS_SAP_DATA-MANDT) are deleted.
Solution
Note: 524142
h) The notifications of different customers are edited in a central Solution Manager system and transferred to SAP from there (system reseller). During the sending, the system issues the message DNO 157: "Installation number not known in the SAP customer notification system".
Solution
Notes: 552580
553368
3. Deleting support notifications
a) How can support notifications be deleted? Notifications with the status 'Deletion flag' are not deleted.
Solution
Note: 566225
b) In Transaction DNOTIFWL , notifications with the 'Deletion flag' status cannot be distinguished from notifications with the status 'Complete'.
Solution
Note: 544295