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

• 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

• In case the S-User ID being used in SAP Solution Manager ITSM incident send/synchronize has expired, is inactive or was deleted, the incident exchange will not work anymore.

• User SM_ITSM used in the step of job SM:REFRESH MESSAGE STATUS is not updating the incidents 

• Errors sending incident to SAP for a specific end-user customer/installation:
  
  - No Maintenance contract for installation <installation number>. Please contact SAP Contracts 
  - Action could not be executed successfully
  
  - Details The transaction could not be sent to SAP; see Long Text for Help
   

SAP Solution Manager 7.20 SP07- SP08- SP09 and above Standard Scenario

SAP Solution Manager 7.20 SP08- SP09 and above VAR and ISV Scenario

ITSM, IT Service Management, VAR, Send_to_SAP, SOLMAN_INCIDENT_UPD, SOLMAN_INCIDENT_ISV, SM_ITSM, new Support Hub, HTTP, new SAP backbone , KBA , cannot send incident to sap 7.20 sp09 , 7.2 sp09 , sync , SV-SMG-SUP , Service Desk / Incident Management , SV-SMG-SUP-ISV , Service Desk for Software Partner , Problem