IT Service Management in SAP Solution Manager

ITSM in SAP Solution Manager 7.2 Outlook

Sharing the details screen document with you all for ITSM configuration which I
mentioned in my previous post as we performed the Solution Manager upgrade from
version 7.1 to 7.2 as part of backbone Support for Hub configuration for VAR and
Multi Customer scenario in Solution Manager.

There are lots and lots of activities in SAP Solution Manager Configuration – many of
them mandatory. If you just want to set up one scenario – IT Service Management in
this case – you don’t need to perform all of the cross-scenario activities.

As promised I went through 3 yrs old document and piloted the one for you to help.

Below setup activities necessary to get the basic IT Service Management scenario up
and running.

Cross Scenario Mandatory Configuration: To perform in Solution Manager before START

Scenario Step Activity Type

(Automatic/
Manual/
Custom UI)

System Preparation Define System Role Define System Role Cust

Check “Post Installation” Man

on ABAP

Check Secure Web Man

Browser Comm.
(HTTPS)

Check Transaction SPAU Man

Check Virus Scan Profile Man

Parameters
 Check TMS Auto
Configuration

Check License Key Auto

Check ABAP System Auto

Profile Parameters

Check ABAP Software Auto

Prerequisites

RFC Connectivity RFC Connectivity Cust

Support Hub Configure Support Hub Auto

Connectivity Connectivity

Correction for SNOTE Correction for SNOTE Cust

Essential ABAP Essential ABAP Cust

Corrections Corrections

Maintain Users Maintain Users Cust

Infrastructure SLD Connection SLD Connection Cust

Preparation

LMDB Synchronization LMDB Synchronization Cust

LMDB Content Check LMDB Content Check Cust

Configure SAPConnect Cust

Configure CRM Technically Upgrade Man

Products

Deactivate Creation of Man

BDocs

Maintain Product ID Auto

Length

Create Hierarchy for Auto

Material Products

Maintain Number Range Auto

for Material

Prepare IBase Auto

Set Priorities for CRM Auto

Transaction Types

Enable Gateway Enable Gateway Cust

Services Services
Basic Configuration

Activate Piece Lists Auto

Activate Services Auto

Schedule Jobs Schedule Jobs Cust

Configure Manually Business Partner for Man

Scenario Users

Clear Caches for Man

Launchpad

Managed System
Configuration

Maintain RFCs Maintain RFCs Cust

IT Service Management Scenario Configuration

Parent step Substep Automatic Activity Manual Optional/

Activity Mandatory

Perform
Prerequisites

Check
Prerequisites

Check Solution Man.

Manager Central
Correction Note

Check Piece List Man.

Activation

Check Connection to Man.

SAP Backbone

Check LMDB Man.

Configuration

Check Backgrounds Man.

Jobs

Check Service Man.

Activation

Check and Set Up Man.

Number Ranges
 Check IBase Man.
Component and IObject
Creation

Check SAP Connect Man.

Configuration

Configure
Manual
Prerequisites

Enable Man.
Business
Functions
for ITSM

Maintain Man.
SAP
Customer
Number

Configure
Automatic
Prerequisites

Create Hierarchy for Man.

Service Products

Background Job for Man.

Communication with
SAP

Update Search Helps Man.

for IBase Objects (Only
visible when needed)

Configure
Transaction
Types

Copy
Transaction
Types

Copy Man.
Transaction
Type

Define Copy Man.

Control for
Transactions
Types
 Specify Man.
Mapping
Rules for
Copy
Control

Maintain
Transaction
Types
(Custom UI)

Set Up
Business
Partner

Add Contact Man.

Person to
Business
Partners

Configure
Landscape

Perform
Prerequisites

Check BACK RFC Man.

Check BCOS_CUST Man.

Check Man.
AIINSTALLATIONS

Check iBase Entry Man.

Set Up Users
and Partners

Create Users
and Business
Partners

Maintain Man.
Users and
Business
Partners

Maintain Man.
AISUSER

Configure UI
 Set Up SAP
Fiori Apps

Configure Opt.
SAP Fiori
Launchpad

Maintain SAP
Partner

Set Up SAP
Customer
Numbers

Maintain Man.
SAP
Customer
Number

2651054 - Support Hub configuration for VAR and Multi Customer scenario in Solution
Manager 7.2 SP07
http://sappsolmgrnew.doaminxyz.com:8090/sap/bc/ui5_ui5/sap/bsp_ags_ui5_doc/index.html
?id=AI_CRM_CPY_PROCTYPE~RE
Purpose:
You can use this report to:
• Copy preconfigured transaction types into the customer namespace. Associated
settings, such as partner schemas, status and action profiles, and date and text
profiles are also copied.
• Update already copied transaction types with newly shipped SAP standard
configuration. Only transaction types which have been created with this function
can be updated.
• Display the complete configuration of a transaction type

The following standard transaction types are delivered by SAP for Change Request
Management:
• SMAD: Admin Change
• SMCG: General Change
• SMCR: Request for Change
• SMCT: Request for Change Template
• SMHF: Urgent Change
• SMMJ: Normal Change
• SMSG: Standard Change
• SMTM: Defect Correction

The following standard transaction types are delivered by SAP for Requirements
Management:
• SMBR: Business Requirement
• SMIR: IT Requirement

The following standard transaction types are delivered by SAP for IT Service Management:
• SMIN: Incident
• SMIS: Incident (ISV)
• SMIV: Incident (VAR)
• SMIT: Incident Template
• SMSO: Service Order
• SMPR: Problem
• SMPT: Problem Template
• SMRQ: Service Request
• SMRT: Service Request Template
The following transaction type can be used for knowledge articles:
• KNAR: Knowledge Articles

Copy the default transaction types into your customer namespace before you use them
productively.
Integration
You call this report in SAP Solution Manager Configuration (transaction SOLMAN_SETUP)
by choosing the area for the relevant transaction types (IT Service Management, Change
Request Management, or Requirements Management).
In the Perform Standard Configuration -> Configure Manually step, choose Copy
Transaction Type.
Prerequisites
You are authorized to run the report (authorization object S_TCODE =
AI_CRM_CPY_PROCTYPE or S_TCODE = AI_CRM_CPY_PTYPE_WEB).
Activities
Note: For all activities, if the Display Preview option is active, a preview of the results is
displayed.
Copying a Transaction Type
You can copy default transaction types from the SAP namespace to your customer
namespace, or you can copy existing customer transaction types to other customer
transaction types.
Note: For Change Request Management transaction types, if more than the first two
characters of the target transaction type differ from the source transaction type, a dialog box
is displayed. If you cancel the activity, no transaction types are copied. You can rename the
target transaction type. If you continue with the activity, after copying the transaction types,
check all start conditions and schedule conditions in the PPF actions of your customer
transaction types, and adapt them to your status profile name.
1. Enter a source transaction type.
2. Enter a target transaction type, for example, ZMIN. The name of this transaction
type must be in the customer namespace. Choose a name that does not already
exist.
3. Choose Execute.
4. Enter further parameters of the target profile. Choose Execute.
The system shows which profiles or schemes the system changes.
5. Choose Start Copying Process to copy the transaction type.

Note: For transaction types SMCR and SMBR, you can use the additional option
of copying the WebClient UI configuration.

Updating a Transaction Type

You can insert new data into an existing transaction type, and update existing customer
transaction types with standard transaction type settings.
Note: You can only update transaction types that were created with this report. You cannot
update manually created transaction types.
1. Enter an existing transaction type.
2. Choose Execute. A dialog box appears.
3. Choose Update Transaction Type and select one of the following update modes:
o Insert New Data (existing data is not overwritten)
The system only inserts new settings in the action profiles of the target
transaction types. The system does not overwrite existing or changed settings, or
other profiles or views in the target transaction types.
o Overwrite Existing Data with Standard Settings
Note: The update can completely overwrite the customer transaction type with
the SAP transaction type.
Select the profiles that you want the system to overwrite. If you do not select a
profile, the system does not overwrite the profile. The system overwrites all the
other settings in the customer transaction type, even if you do not select a profile.
4. Choose Execute.
5. To execute the update process, choose Update.

Displaying a Transaction Type

You can display the entire Customizing for each transaction type. You get an overview of all
Customizing settings, which is especially helpful for experienced consultants and SAP
Support. The overview shows all the settings without having to call Customizing directly.
1. Choose Execute.
2. Expand all nodes in the table/view preview.
Results
After copying, you can check the data of the new transaction type. In SAP Solution Manager
Customizing, choose the activities to compare the source and target transaction type data.
You do so in the following areas:
• For IT Service Management, choose Capabilities (Optional) -> IT Service
Management -> Transactions.
 • For Change Request Management, choose Capabilities (Optional) -> Change
Control Management -> Transactions.
• For Requirements Management, choose Capabilities (Optional) -> Requirements
Management -> Transactions.
The system saves new or updated data in a log table for further analyses. You can see this
data in the report Transaction Type - Analyze DB Log Table
(AI_CRM_CPY_PROCTYPE_LOG).

Tcode: AI_CRM_CPY_PTYPE_WEB
http://hostnamexyz.com:8090/sap/bc/gui/sap/its/webgui?%7etransaction=AI_CRM_CP
Y_PTYPE_WEB&sap-language=EN&sap-client=200
AI_CRM_CPY_PROCTYPE
Same for Problem request :
Knowledge Article
Service Request:
CRMV_PR_COPY_MA

Specify Mapping Rules

SM34: AIC_VC_TRTY_MAP
SM24: CRMVC_SRQM_AUTOSUGGEST_PROF

Use

In this activity, you specify the rules for creating follow-up documents. The copy rules refer to
a source transaction type and a target transaction type. You can use the control options to
define which data the follow-up document contains. For texts and dates, you have to define
specific mapping rules; otherwise these are not clearly assigned when copying.

Note: This activity is optional if one of the following conditions applies:

•You only use one transaction type.

•You do not copy transactions.
•You do not work with follow-up transactions.

Requirements
In Customizing for SAP Solution Manager:

IT Service Management only: You have created transaction types in the Customizing activity
Specify Several Transaction Types.

Check whether the source and target transaction is available in Define Copy Control for
Transaction Types and a copy routine has been entered. Only then are the mapping rules
that you define in the following steps taken into account.

In SAP Solution Manager Configuration, go to the manual activity Copy Transaction Types.
(For an overview of all activities, check the Complete tab)

In the Copy Transaction Type activity, you have created transaction types.

Check whether the source and target transaction are available in Define Copy Control and a
copy routine has been entered. Only then are the mapping rules that you define in the
following steps taken into account.

Activities

1.Choose New Entries.

2.Choose the source transaction type.
3.Choose the target transaction type.
4.To determine which units the system is to copy, set the indicator in the respective column.
5.If you have selected text and dates, select the corresponding row and specify the text
and/or date types in the dependent tables.
6.Save your entries.

Note:
•You can only copy units that exist in both the source transaction type and the target
transaction type.
•Target transaction type e-mail (0005): Texts cannot be copied.
•Copying dates is supported only for Change Request Management and Requirements
Management. The Context and Project Type are currently relevant only for Change Request
Management and Requirements Management because they do not exist in IT Service
Management.
•For the transaction types "incident", "problem", and "service request", you can specify
whether attachments are copied to the follow-up documents in both this activity and the
activity referred to in the Requirements section. To avoid duplicates, we recommend
selecting the attachment option in this activity only.
1905448 - How to restrict transaction types when creating new Incidents using CRM
Web UI - Solution Manager
DNO_CUST04
1643013 - Dump SYNTAX_ERROR in SAPLCRM_CONDITION_COM_OW
CRMV_UI_PROFILE
Business roles

5.1. Copy of business role SOLMANPRO and SOLMANDSPTCH

The copy of the business role SOLMANPRO/SOLMANDSPTCH to
ZSOLMANPRO/ZSOLMANDSPTCH for example ends with error:
"Entry INBOX_TOOLBAR does not exist in CRMC_UI_PMASTER (check entry)"
Message No. 00058
Diagnosis
Input values must be defined in Table CRMC_UI_PMASTER. The value or values
'INBOX_TOOLBAR ' are not specified in this table.
The ZSOLMANPRO/ZSOLMANDSPTCH is created anyway without this function profile
ID INBOX_TOOLBAR.
We are delivering Central Inbox as part of these business roles. Function profile ID
INBOX_TOOLBAR is part of the Central Inbox and therefore is delivered with the business
role customizing. However, for using Central Inbox, business fuction CRM_IC_INBOX needs
to be activated.
In case that you do not want to use this functionality, then simply skip the profile while doing
the business role copy. The error that you get in the business role has no impact on any
other function in the business role.
Reference SAP note:
SAP Note: 2511173 - SAP Solution Manager in High Security Infrastructure
SAP Note: 2113602 - SOLMAN_SETUP in Solution Manager 7.2 - Responsibility of
individual steps and helpful notes or KBAs 1627901 - Troubleshooting for Trusted RFC
"remote logon" in Solution Manager
SAP Note: 2293011 - Upgrade Information: Default Users within SAP Solution Manager
SAP Note:1723881 - Application of client-specific Customizing settings to role maintenance
SAP Note: 2257213 - Authorizations for RFC users for SAP Solution Manager 7.2 SP02 and
higher
SAP Solution Manager 7.2 - IT Service Management: Usual questions and known errors
SAP Solution Manager 7.2 Guides
Issue: How to configure Solution Manager 7.2 SPS05 for LMDB upload (VAR) (new:
updated for SPS06)

https://blogs.sap.com/2017/08/07/how-to-configure-solution-manager-7.2-sps05-for-lmdb-
upload-var/

Gets SAP Customer Numbers from Support Portal

Following Customer Numbers are put in MaintenanceView V_AISAPCUSTNOS:
Implement the attached correction instructions or install the corresponding Support
Package, then maintain the following entry in transaction DNO_CUST04:

Field Name = 'AI_SC_REFRESH_OSS'

Field Value = 'X'

After you do so, the SM:UPLOAD SYSTEM DATA job will use the old connectivity -- RFC
destination SAP-OSS or SM_SP_<customer number> to communicate with SAP, as a
temporary workaround. The final solution is currently in development.

RLMDB_UPLOAD_FEATURE_STATUS
Following the blog issue resolved.

Testing Performed.
Transaction Code: SM_CRM

http://sappsolmgr.xyz.com:8090/sap(bD1lbiZjPTIwMCZkPW1pbg==)/bc/bsp/sap/crm_ui_star
t/default.htm

I have created one business role for customer - ZSOLMANPRO and there are other sap
standard business roles e.g.- SOLMANPRO, SOLMANREQU, etc.

Assigned because for below roles:

SOLMANREQU SAP_SM_CRM_UIU_SOLMANREQU
SOLMANPRO SAP_SM_CRM_UIU_SOLMANPRO
ZSOLMANPRO ZSAP_SM_CRM_UIU_ZSOLMANPRO

In SM_WORKCENTER or FIORI Apps, these are related Fiori tiles:

Due to different business roles, you will see various options in the ITSM page:
SOLMANPRO

ZSOLMANPRO

You can search & create the incidents in ITSM.

Search:

New ITSM have been configured for ZMIV transaction type whose ID start with 9*. SO all the
new tickets would be created starting from 9000000001.

*********DO NOT CREATE TICKET IN OLD Transaction type***** SLFN

(80000*)**************
1) Description: Enter appropriate description of the ticket (manadatory)
2) Sold-To Party: Customer BP number. You can Search the related customer with

button:

3) Reported By: Enter the name of the user on whose name the ticket needs to be
created. (Manadatory)
4) Support Team: This is used for informing that who will handle the ticket. In this case
it would always be specific acccount
5) Message Processor: Who should be processing the ticket? It would be assigned to
any of our support team member.
6) Description: Provide the text/description for the incident:

7) Configuration Objects: Select the appropriate system for which the incident is being
created.
 8) Once you save the ticket, it will assign the new incident ID.

If the ticket is to be send to SAP, please click below button under SAP Collaboration section:
Using Fiori Apps: Only Used for self-tickets (Reported by). Customer can easily use it.

Transaction Code: SM_WORKCENTER

http://sappsolmgr.XYZ.com:8090/sap/bc/ui2/flp?sap-client=200&sap-language=EN
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Thanks You Happy Learning

Jasbir Khanuja, Never Stop Learning, Never Stop Exploring