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2819986 - Unable to send/synchronize incidents to/with SAP after update to SolMan 7.20 SP09

Symptom

  • Upgrade to SAP Solution Manager 7.20 SP09
  • Incident exchange with SAP is not working
  • Incident exchange with SAP is not refreshing the incidents
  • Try to forward an incident to SAP using Send to SAP button in the SAP Colaboration AB of the incident and encounter the error:
    Please read the new update
    Action could not be successfully executed
    Details The transaction could not be sent to SAP. See long text for help.
  • Incident is attempted to auto forward outside of business hours and error occurs:
    Message Text
    Authourization check failed
    Technical Data
    Message type__________ E (Error)
    Message class_________ AI_CRM_IM_EXCH_OSS (Mapped message from SAP backend interface)
    Message number________ 899
    Message variable 1____ Authourization check failed
  • Error Message No. AI_CRM_IM_EXCH_OSS899
  • Error Authorization check failed
  • Try to synchronize incidents with SAP by running job SM:REFRESH MESSAGE STATUS and getting errors:
    Step 001 started (program AI_CRM_IM_UPDATE_FROM_SAP_WS, variant , user ID <User ID>) 00 550 S User <user> has used the destination SM_SP_<customer number>_H as S user <S-user ID> SOLMAN_SAP_BACKEND 012 I
    XX messages raised errors while updating/creating. AI_CRM_IM_ICT_EXCH 041 I
    See application log in transaction SOLMAN_INCIDENT_UPD for details. AI_CRM_IM_ICT_EXCH 056 I
  • SLG1 log:
    Error updating CRM incident or basis notification.
    You do not have authorization at SAP
    Message No. DNO156

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Environment

SAP Solution Manager 7.20 SP08- SP09

Product

SAP Solution Manager 7.2

Keywords

ITSM, IT Service Management, VAR, Send_to_SAP, SOLMAN_INCIDENT_UPD, SOLMAN_INCIDENT_ISV, new Support Hub, HTTP, new SAP backbone , KBA , SV-SMG-SUP , Service Desk / Incident Management , SV-SMG-SUP-ISV , Service Desk for Software Partner , Problem

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