We have SAP CRM as an external helpdesk connected to the Solution Manager. We setup CRM_SOLMAN_WS on CRM and created a logical port in Solution Manager under CO_PCICT_SERVICE_DESK_API. But when I click on 'Synchronize' (in the External Help Desk part of the Service Request) we get an error. Looking in SRT_UTIL at CRM we get the message 'Element CrmSrqmAddInfos missing'. This element is in the (generated) transformation (see transaction STRANS). But the XML from the solution manager only has element starting with 'Ict', like IctAdditionalInfos'.
Looks like a transformation has to take place from IctAdditionalInfos to CrmSrqmAddInfos.
We are working on Solution Manager 710, service pack 12.