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Service Desk 2 Service Desk

Service Desk 2 Service Desk

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Published by Fernanda Goularte

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Published by: Fernanda Goularte on Jul 04, 2012
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06/12/2013

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Configuration for Collaboration between twoSAP Solution Manager Service Desks(Value Added Reseller and Customer)
November 2009
 
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Contents
1. General information................................................................................................................................ 32. Activities in VAR Solution Manager.......................................................................................................... 5a. Create Connection............................................................................................................................... 5b. Configure Interface to Solution Manager Service Desk ........................................................................ 9c. Create Value Mapping ....................................................................................................................... 10d. Define Extended Interface Mapping .................................................................................................. 15e. Set Text Filter .................................................................................................................................... 16f. Set up Automatic Forwarding of Messages to VAR Customer Service Desk ........................................ 17g. Schedule a Background Job for Resending of Failed Actions .............................................................. 213. Activities in VAR Customer Solution Manager........................................................................................ 22a. Create Connection............................................................................................................................. 22b. Configure Interface to Solution Manager Service Desk ...................................................................... 23c. Create Default Value Mapping........................................................................................................... 24d. Define Extended Interface Mapping .................................................................................................. 24e. Set Text Filter .................................................................................................................................... 244. Best Practice ......................................................................................................................................... 25a. Process Overview .............................................................................................................................. 25b. Actions Overview .............................................................................................................................. 275. FAQ ....................................................................................................................................................... 28a. Enhanced Business Partner Mapping ................................................................................................. 28b. Set Status Value to Display Only in VAR Service Desk ......................................................................... 29c. Where to Find the External ID of the Message? ................................................................................. 32d. How to Set Up a Trace for Incoming/Outgoing Data in the Solution Manager Service DeskInterface? ................................................................................................................................................. 32e. Target Transaction Type from External Service Desk .......................................................................... 33
 
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1.General information
Multiple SAP Solution Manager Service Desks can exchange messages between each other. A special usecase is the message exchange between the Solution Manager Service Desk of a Value Added Reseller(VAR) and the Solution Manager Service Desk of a VAR customer. To make this happen someconfiguration has to be done in the VAR Solution Manager and also some configuration in the SolutionManager of the VAR customer.At help.sap.com you can find a description of the general collaboration of two Service Desks:http://help.sap.com/saphelp_sm40/helpdata/en/8a/b0278648ac4f058a7111c3f9b60feb/frameset.htmMinimum Requirements:
VAR
: SAP Solution Manager ST 400 SP19, (SP18: without the automatic forwarding functionality)
VAR Customer
: SAP Solution Manager ST400 SP15
Important:
Prerequisite for the below described configuration is the implementation of SAP Note
1379076
IMG activities for the connection of VAR Solution Manager Service Desk to Solution Manager Service Deskof a VAR customer. You have to perform the below described configuration for each connected ServiceDesk.
The activities have to be done in both Solution Manager systems:
IMG SP15-17:

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