Service Desk Configuration for Solution Manager 4.

0

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

Company: Accenture Services Private Ltd Created on: 05 June 2008

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.

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Service Desk Configuration for Solution Manager 4.0

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

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Service Desk Configuration for Solution Manager 4.0

1. Introduction
Let’s 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

Note: This is for SOLMAN 4.0 SPS15)

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com 4 . the below screen will appear. Login into client 100 with super user access. select the Yes (second one) button. Navigate the tree below to each of the services listed. In the following screen.0 3. Go to transaction SICF.sap. Click on execute button. as in the example.com © 2008 SAP AG BUSINESS PROCESS EXPERT COMMUNITY | bpx. Configuration After Client copy to client 100. select the service.1 Activate Solution Manager Services a. If the service is grayed out. On that activate the service in yellow mark. for this. go to Service/Virtual Host Menu and then select Activate.Service Desk Configuration for Solution Manager 4. If the service is currently grayed out you will need to activate it. you need to activate it. 3. b. to activate the service and all the dependent services. SAP DEVELOPER NETWORK | sdn.sap.

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 SAP DEVELOPER NETWORK | sdn.sap.sap.com © 2008 SAP AG BUSINESS PROCESS EXPERT COMMUNITY | bpx.Service Desk Configuration for Solution Manager 4.com 5 .0 c.

2 Activating Solution Manager BC-Sets Required for Service Desk a. The following screen will be shown: b.0 3.Service Desk Configuration for Solution Manager 4. In the BC set enter the BC set that needs to be activated.com 6 . Go to transaction SCPR20. for example: SOLMAN40_SDESK_BASICFUNC_000 SAP DEVELOPER NETWORK | sdn.sap.com © 2008 SAP AG BUSINESS PROCESS EXPERT COMMUNITY | bpx.sap.

The BC set will be now activated.com 7 . The following screen will be shown: d.0 c.sap.com © 2008 SAP AG BUSINESS PROCESS EXPERT COMMUNITY | bpx. e.sap. 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 Proceed According to SAP Note 898614 for activating BC Sets SAP DEVELOPER NETWORK | sdn. Make sure to select Expert mode and Overwrite All Data options. and then. Press the activate ( ) button. click on the continue button ( ).Service Desk Configuration for Solution Manager 4.

0 3.Service Desk Configuration for Solution Manager 4.com 8 . see screen below: SAP DEVELOPER NETWORK | sdn.4 Assign the Number Ranges for ABA Notifications a. 3.sap.3 Fetching SAP Components This will transfer the standard SAP components from SAP Net R/3 Front-end into the Solution Manager system.sap.com © 2008 SAP AG BUSINESS PROCESS EXPERT COMMUNITY | bpx. Go to transaction DSWP then select Get SAP Components from the menu. Go to transaction DNO_CUST01 and select notification type SLF1.

Then press the save ( screen below: ) button.sap. see SAP DEVELOPER NETWORK | sdn.com 9 .Service Desk Configuration for Solution Manager 4. Assign internal number range 01 in the in the Number Range field. Select in the menu Goto -> Details c.com © 2008 SAP AG BUSINESS PROCESS EXPERT COMMUNITY | bpx.sap.0 b.

) next to Assign number range for Service Desk SAP DEVELOPER NETWORK | sdn. 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.sap.Service Desk Configuration for Solution Manager 4. Then press the execute icon ( Messages.sap.0 3.5 Assign Number Range for Service Desk Messages a.com 10 .com © 2008 SAP AG BUSINESS PROCESS EXPERT COMMUNITY | bpx.

sap.com 11 .0 b.com © 2008 SAP AG BUSINESS PROCESS EXPERT COMMUNITY | bpx.Service Desk Configuration for Solution Manager 4. Select transaction type SLFN from the Definition of Transaction types window. see screen below for details: c. Choose Goto -> Details from the menu: SAP DEVELOPER NETWORK | sdn.sap.

sap.6 Configuring the ABA Messages a. Go to transaction DNO_CUST01 then select notification type SLF1. Assign the internal number range 01 and the external number range 02 under Transaction / Activity Numbering: e.com 12 . b.Service Desk Configuration for Solution Manager 4. Now press the ( ) button.sap. Choose Goto -> Details from the menu: SAP DEVELOPER NETWORK | sdn.0 d.com © 2008 SAP AG BUSINESS PROCESS EXPERT COMMUNITY | bpx. 3.

Check whether action profile SLFN0001_STANDARD_DNO is assigned. Select the field NO_USER_CHECK.Service Desk Configuration for Solution Manager 4. see details below: SAP DEVELOPER NETWORK | sdn. if not assign it.sap.com 13 .sap. Now press the ( )button. see below: d. Go to transaction DNO_CUST04.com © 2008 SAP AG BUSINESS PROCESS EXPERT COMMUNITY | bpx. e.0 c.

Enter X in Field Value.sap.Service Desk Configuration for Solution Manager 4. Choose Goto -> Details from the menu: g.com 14 .com © 2008 SAP AG BUSINESS PROCESS EXPERT COMMUNITY | bpx.0 f.sap. Now press the ( ) button. SAP DEVELOPER NETWORK | sdn. h.

com © 2008 SAP AG BUSINESS PROCESS EXPERT COMMUNITY | bpx. SAP DEVELOPER NETWORK | sdn. All screens Delete Sunscreen Containers. <blank> See details in the screen below: ) button.8 Create Message Processors a. and <Client in which the business partner will be created> Application object Screen. Go to transaction BUSP Enter the following parameters.sap.Service Desk Configuration for Solution Manager 4.7 Generate Business Partners a.sap.com 15 . then press the ( Field Name.0 3. Go to transaction BP (Business Partner). * Generate All Screens or Just Selected Screens. From the menu. 3. Value Client. choose Business Partner -> Create -> Person or edit an existing Business Partner of type person.

sap. see details below: d.0 c.sap.com 16 .Service Desk Configuration for Solution Manager 4. Choose the Address tab and enter the address data for the message processor. Choose the Identification tab and go to the Employee data section: SAP DEVELOPER NETWORK | sdn.com © 2008 SAP AG BUSINESS PROCESS EXPERT COMMUNITY | bpx.

To create additional users.9 Create Organization Business Partners a.sap.com © 2008 SAP AG BUSINESS PROCESS EXPERT COMMUNITY | bpx. Click the save icon ( CRM_MKTBP_ZCAL_UPDATE_30. repeat the steps from a through f.If an error message is displayed from the program f.0 e.Service Desk Configuration for Solution Manager 4. choose Business Partner -> Create -> Organization: b. see SAP Note 450640.com 17 . SAP DEVELOPER NETWORK | sdn. ). The message processor has to have a user in the SAP Solution Manager system. g.sap. Choose the role Sold-to Party. In transaction Maintain Business Partners (transaction BP). Enter the user ID of the message processor in the User field. 3.

Select Sales Organization – Sales SAP DEVELOPER NETWORK | sdn. e.com 18 ..Service Desk Configuration for Solution Manager 4. Choose the Sales Area Data button. button. see below: d.0 c.. f.sap.com © 2008 SAP AG BUSINESS PROCESS EXPERT COMMUNITY | bpx. Choose the Address tab and enter the address data for the sold-to party. Choose the Choose Sales Area.sap.

to create it. if not. i.Service Desk Configuration for Solution Manager 4. check whether application OSS_MSG exists. Go to transaction SPRO. Repeat the steps to create additional sold-to parties. Press the execute icon ( ) next to Define Service Desk Destination in the Solution Manager System.com 19 . Click the save icon ( ). b. continue to c.com © 2008 SAP AG BUSINESS PROCESS EXPERT COMMUNITY | bpx. Open the tree and navigate to SAP Solution Manager Implementation Guide -> SAP Solution Manager -> Basic Settings -> SAP Solution Manager System -> Service Desk. SAP DEVELOPER NETWORK | sdn.0 g. h. In view Create Messages: Customizing. In the Sales tab.10 Define Service Desk Destinations in the Solution Manager System a. If it exists. select Sol_Customergroup from the input help in field Customer Group 1.sap.sap. 3. go to the following step.

Service Desk Configuration for Solution Manager 4.sap. Click the save icon ( ). 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.com © 2008 SAP AG BUSINESS PROCESS EXPERT COMMUNITY | bpx.0 c.com 20 . SAP DEVELOPER NETWORK | sdn.0 e.sap.

SAP DEVELOPER NETWORK | sdn. Go to transaction SM36. b.Service Desk Configuration for Solution Manager 4. Job class C. then press the Step ( ) button. For Job name enter SOLMAN_ISSUE_STATUS_REFRESH.com 21 .11 Schedule the Background Jobs in Solution Manager a.sap. and press the save icon ( ).sap.0 3. Enter the information as in the screen below.com © 2008 SAP AG BUSINESS PROCESS EXPERT COMMUNITY | bpx.

Go to transaction SM30. In table/view field.Service Desk Configuration for Solution Manager 4.sap.12 Define Service Desk Destination in the Satellite Systems Note: for this you need to log in the satellite system.com 22 . enter BCOS_CUST.com © 2008 SAP AG BUSINESS PROCESS EXPERT COMMUNITY | bpx. b.sap. a.0 3. Press the Continue button in the following screen: SAP DEVELOPER NETWORK | sdn. Then press the Maintain Button. See example below: c.

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 SAP DEVELOPER NETWORK | sdn. In the next screen.0 d. You should see the following screen.sap. no entries should be seen in the table.com © 2008 SAP AG BUSINESS PROCESS EXPERT COMMUNITY | bpx.sap.Service Desk Configuration for Solution Manager 4. Press the New Entries button: e. enter the following information: In the RFC Destination you should point to your Solution Manager destination RFC.com 23 .

Service Desk Configuration for Solution Manager 4.0 4.sap. Creating a Support Message Before creating Support message from satellite system.com © 2008 SAP AG BUSINESS PROCESS EXPERT COMMUNITY | bpx. make sure the users in BACK destination (used in above screenshot) of satellite systems must have the following roles in solution manager system: • • SAP_SUPPDESK_CREATE SAP_SV_FDB_NOTIF_BC_ADMIN SAP DEVELOPER NETWORK | sdn.com 24 .sap.

sap.com 25 .com © 2008 SAP AG BUSINESS PROCESS EXPERT COMMUNITY | bpx. The below screen shot shows how to create a support message Then the below screen appears.0 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. Please find the below screen shot to view the priorities. In component enter according to your functionality. SAP DEVELOPER NETWORK | sdn. 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.sap.Service Desk Configuration for Solution Manager 4.

sap.sap. SAP DEVELOPER NETWORK | sdn. please find in the below screen shot Then we will get the confirmation message that the message has been created. please see in below screen shot.com © 2008 SAP AG BUSINESS PROCESS EXPERT COMMUNITY | bpx.0 Then click on Save/Send.Service Desk Configuration for Solution Manager 4.com 26 .

com © 2008 SAP AG BUSINESS PROCESS EXPERT COMMUNITY | bpx. 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.0 Now the message has been created and sent to service desk.com 27 .sap. And click on execute button as shown We can see the messages being created by users in the below screen.sap.Service Desk Configuration for Solution Manager 4. SAP DEVELOPER NETWORK | sdn.

sap.sap.com 28 .0 Double click on any new message and click on Display/Change tab Click on new user status and change it from New to In Process or Proposed Solution accordingly.Service Desk Configuration for Solution Manager 4.com © 2008 SAP AG BUSINESS PROCESS EXPERT COMMUNITY | bpx. SAP DEVELOPER NETWORK | sdn.

Service Desk Configuration for Solution Manager 4.sap.sap. 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 SAP DEVELOPER NETWORK | sdn.0 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.com 29 .com © 2008 SAP AG BUSINESS PROCESS EXPERT COMMUNITY | bpx.

com/~form/sapnet?_SHORTKEY=01100035870000538664&_SCENARIO=01100035870 000000202 Use Case Presentations SAP Solution Manager .sap.Service Desk SAP Note 1050148: Troubleshooting For Service Desk Configuration SAP DEVELOPER NETWORK | sdn.sap.Service Desk Configuration for Solution Manager 4.com 30 .sap.com © 2008 SAP AG BUSINESS PROCESS EXPERT COMMUNITY | bpx.0 Related Content https://service.

and anyone using these methods does so at his/her own risk.0 Disclaimer and Liability Notice This document may discuss sample coding or other information that does not include SAP official interfaces and therefore is not supported by SAP. code or methods suggested in this document. SAP will not be held liable for any damages caused by using or misusing the information. SAP DEVELOPER NETWORK | sdn.sap. Changes made based on this information are not supported and can be overwritten during an upgrade. or seek to hold. You agree that you will not hold. including any liability resulting from incompatibility between the content within this document and the materials and services offered by SAP. SAP offers no guarantees and assumes no responsibility or liability of any type with respect to the content of this technical article or code sample. SAP responsible or liable with respect to the content of this document.com 31 .sap.com © 2008 SAP AG BUSINESS PROCESS EXPERT COMMUNITY | bpx.Service Desk Configuration for Solution Manager 4.