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Sap Solution Man Service Desk
Sap Solution Man Service Desk
Applies to:
SAP Netweaver Solution Manager 7.0 Service Desk Configuration.
Summary
This document provides information about configuration for the Support Desk scenario that goes beyond the scope of the configuration guide for SAP Solution Manager 4.0. It also explains how to create support messages in satellite systems connected to Solution Manager using relevant screenshots. Author: Ajay Kande
Author Bio
Ajay Kande has around 3+ years of experience in software as SAP Netweaver Technical Consultant in the areas of EP,XI and Solution Manager. Working for Accenture Services Pvt Ltd from past 2 years.
Table of Contents
1. Introduction .....................................................................................................................................................3 2. Prerequisites...................................................................................................................................................3 3. Configuration ..................................................................................................................................................4 3.1 Activate Solution Manager Services .........................................................................................................4 3.2 Activating Solution Manager BC-Sets Required for Service Desk ...........................................................6 3.3 Fetching SAP Components.......................................................................................................................8 3.4 Assign the Number Ranges for ABA Notifications....................................................................................8 3.5 Assign Number Range for Service Desk Messages...............................................................................10 3.6 Configuring the ABA Messages ..............................................................................................................12 3.7 Generate Business Partners...................................................................................................................15 3.8 Create Message Processors...................................................................................................................15 3.9 Create Organization Business Partners .................................................................................................17 3.10 Define Service Desk Destinations in the Solution Manager System ....................................................19 3.11 Schedule the Background Jobs in Solution Manager ...........................................................................21 3.12 Define Service Desk Destination in the Satellite Systems....................................................................22 4. Creating a Support Message ........................................................................................................................24 Related Content ............................................................................................................................................30 Disclaimer and Liability Notice..........................................................................................................................31
1. Introduction
Lets now start with the required configuration steps to setup Service Desk in SAP Solution Manager 4.0 This document provides information about configuration for the Support Desk scenario that goes beyond the scope of the configuration guide for SAP Solution Manager 4.0. After you have installed SAP Solution Manager 4.0, client 001 will contain the Customizing and master data for the Support Desk. To be able to use this content for customer-specific configuration, you must first copy client 001 to a new client (for example, client 100). This ensures that the default settings shipped by SAP are not lost. You can make customer-specific changes in the copied client.
2. Prerequisites
Create a new client for example 100 in Solution Manager and then make a client copy from client 001 to client 100 with profile SAP _ALL. Its better to have all the SAP support package levels should be up to the mark as detailed below: S/W Component Name SAP_BASIS SAP_ABA PI_BASIS ST-PI SAP_BW SAP_AP BBPCRM CPRXRPM BI_CONT ST ST-A/PI ST-ICO ST-SER S/W Component Release 700 700 2006_1_700 2005_1_700 700 700 500 400 703 400 01K_CRM560 150_700 700_2008_1
Sno 1 2 3 4 5 6 7 8 9 10 11 12 13
SP Level 15 15 5 6 17 12 11 12 9 16 0 14 2
Highest Support Package SAPKB70015 SAPKA70015 SAPKIPYM05 SAPKITLQI6 SAPKW70017 SAPKNA7012 SAPKU50011 SAPK-40012INCPRXRPM SAPKIBIIP9 SAPKITL426 SAPK-1507EINSTPL SAPKITLOO2
3. Configuration
After Client copy to client 100, Login into client 100 with super user access. 3.1 Activate Solution Manager Services a. Go to transaction SICF. Navigate the tree below to each of the services listed. If the service is currently grayed out you will need to activate it.
Click on execute button, the below screen will appear. On that activate the service in yellow mark. b. If the service is grayed out, as in the example, you need to activate it, for this, select the service, go to Service/Virtual Host Menu and then select Activate. In the following screen, select the Yes (second one) button, to activate the service and all the dependent services.
c. The same procedure needs to be performed also for the following services related to service desk: /sap/public/bsp/sap/htmlb /sap/bc/bsp/sap/ai_proj_setup /sap/bc/bsp/sap/dswpnotifcreate /sap/bc/bsp/sap/dswp_create_message /sap/bc/bsp/sap/dswp_bsp /sap/bc/bsp/sap/learning_map /sap/bc/bsp/sap/public/bc /sap/bc/bsp/sap/solutionmanager /sap/bc/bsp/sap/system /sap/bc/contentserver /sap/bc/Solman
3.2 Activating Solution Manager BC-Sets Required for Service Desk a. Go to transaction SCPR20. The following screen will be shown:
b. In the BC set enter the BC set that needs to be activated, for example: SOLMAN40_SDESK_BASICFUNC_000
d. Make sure to select Expert mode and Overwrite All Data options, and then, click on the continue button ( ). The BC set will be now activated.
e. Now repeat steps a through d to activate also the following BC Sets: SOLMAN40_SDESK_BASICFUNC_000 SOLMAN40_SDESK_ACT_ADVCLOSE_001 SOLMAN40_SDESK_ACTIONLOG_001 SOLMAN40_SDESK_TPI_ACT_AST_001
3.3 Fetching SAP Components This will transfer the standard SAP components from SAP Net R/3 Front-end into the Solution Manager system. Go to transaction DSWP then select Get SAP Components from the menu.
3.4 Assign the Number Ranges for ABA Notifications a. Go to transaction DNO_CUST01 and select notification type SLF1, see screen below:
c. Assign internal number range 01 in the in the Number Range field. Then press the save ( screen below:
) button, see
3.5 Assign Number Range for Service Desk Messages a. Go to transaction SPRO Open the tree and navigate to SAP Solution Manager Implementation Guide --> SAP Solution Manager --> Basic Settings --> SAP Solution Manager System --> Service Desk --> Number Ranges for Notifications. Then press the execute icon ( Messages. ) next to Assign number range for Service Desk
b. Select transaction type SLFN from the Definition of Transaction types window, see screen below for details:
d. Assign the internal number range 01 and the external number range 02 under Transaction / Activity Numbering:
) button.
3.6 Configuring the ABA Messages a. Go to transaction DNO_CUST01 then select notification type SLF1. b. Choose Goto -> Details from the menu:
c. Check whether action profile SLFN0001_STANDARD_DNO is assigned, if not assign it, see below:
)button.
) button.
3.7 Generate Business Partners a. Go to transaction BUSP Enter the following parameters, then press the ( Field Name, Value Client, and <Client in which the business partner will be created> Application object Screen, * Generate All Screens or Just Selected Screens, All screens Delete Sunscreen Containers, <blank> See details in the screen below: ) button.
3.8 Create Message Processors a. Go to transaction BP (Business Partner). From the menu, choose Business Partner -> Create -> Person or edit an existing Business Partner of type person.
c. Choose the Address tab and enter the address data for the message processor, see details below:
e. Enter the user ID of the message processor in the User field. The message processor has to have a user in the SAP Solution Manager system. ).If an error message is displayed from the program f. Click the save icon ( CRM_MKTBP_ZCAL_UPDATE_30, see SAP Note 450640. g. To create additional users, repeat the steps from a through f. 3.9 Create Organization Business Partners a. In transaction Maintain Business Partners (transaction BP), choose Business Partner -> Create -> Organization:
c. Choose the Address tab and enter the address data for the sold-to party, see below:
g. In the Sales tab, select Sol_Customergroup from the input help in field Customer Group 1.
).
i. Repeat the steps to create additional sold-to parties. 3.10 Define Service Desk Destinations in the Solution Manager System a. Go to transaction SPRO. Open the tree and navigate to SAP Solution Manager Implementation Guide -> SAP Solution Manager -> Basic Settings -> SAP Solution Manager System -> Service Desk. Press the execute icon ( ) next to Define Service Desk Destination in the Solution Manager System.
b. In view Create Messages: Customizing, check whether application OSS_MSG exists. If it exists, go to the following step, if not, continue to c. to create it.
c. Press the modify button and then the New Entries Button next to it.
Make the following settings for the application OSS_MSG: Column 1: Application: OSS_MSG Column 2: + : W Column 3: RFC Destination: NONE Column 4: + : CUST620 Column 5: + : 1.0
).
3.11 Schedule the Background Jobs in Solution Manager a. Go to transaction SM36. For Job name enter SOLMAN_ISSUE_STATUS_REFRESH, Job class C, then press the Step ( ) button.
b. Enter the information as in the screen below, and press the save icon (
).
a. Go to transaction SM30. b. In table/view field, enter BCOS_CUST. Then press the Maintain Button. See example below:
d. You should see the following screen; no entries should be seen in the table. Press the New Entries button:
In the RFC Destination you should point to your Solution Manager destination RFC. This completes the basic configuration to enable Service Desk in your Solution Manager system and also this enables the creation of Support Desk messages through any of your Net Weaver systems
For creating support message we need to login to any of our systems in our landscape and on the initial screen of SAP click on Help Create Support Message. The below screen shot shows how to create a support message
Then the below screen appears, In component enter according to your functionality, In short text enter the description In priority enter it according to the severity of the issue for ex: 1) very High 2) High 3) Medium 4) Low. Please find the below screen shot to view the priorities.
Then we will get the confirmation message that the message has been created, please see in below screen shot.
Now the message has been created and sent to service desk, to open and check the message we should login with super user access and go to transaction CRM_DNO_MONITOR. See the below screen shot of CRM_DNO_MONITOR,
And click on execute button as shown We can see the messages being created by users in the below screen.
Click on new user status and change it from New to In Process or Proposed Solution accordingly.
In the below screen shot you can see the status as in process and saved
So this ends the whole process of configuration and creating the support message in service desk. Future Steps: Analyze Message Request Information from End User Search for Solution Hand Over to SAP if you cannot find Solution Apply Solution recommended by SAP Close the Message
Related Content https://service.sap.com/~form/sapnet?_SHORTKEY=01100035870000538664&_SCENARIO=01100035870 000000202 Use Case Presentations SAP Solution Manager - Service Desk SAP Note 1050148: Troubleshooting For Service Desk Configuration