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2819986 - Unable to send/synchronize incidents to/with SAP with the new Support Backbone

Symptom

  • Incident exchange with SAP is not working after the change to the new Support Backbone with error
    • Error during call of SAP back end system (see long text) SOLMAN_SAP_BACKEND005 
    • Long text: Error calling SAP back-end system: access denied (see SAP note 2847665 )SM_SP_XXXXXXXXXX via RFC destination
  • Incident refreshing is not working
  • 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: Authorization check failed AI_CRM_IM_EXCH_OSS899

  • 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
  • Incidents which were sent to SAP prior to update giving below error when trying to forward again to SAP:
    "Please read the new update
    Error Action could not be successfully executed
    Error Details The transaction could not be sent to SAP. See long text for help." AI_CRM_IM_ICT_EXCH035

  • Errors in report AI_CRM_IM_UPDATE_FROM_SAP_WS  and AI_CRM_IM_UPD_FROM_SAP_WS_ISV:

    • Error updating message XXXXXXXXXX from SAP incident XXXXXXXXX XXXXXXXXXX XXXX.   AI_CRM_IM_ICT_EXCH 031
    • Entry not found in object buffer CRM_ORDER_MISC 104


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Environment

SAP Solution Manager 7.20 SP07- SP08- SP09 Standard Scenario

SAP Solution Manager 7.20 SP08- SP09 VAR and ISV Scenario

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 , cannot send incident to sap 7.20 sp09 , 7.2 sp09 , SV-SMG-SUP , Service Desk / Incident Management , SV-SMG-SUP-ISV , Service Desk for Software Partner , Problem

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