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Setting up Solution Manager Service Desk BI Reporting

Applies to:
Applies to Solution Manager 7.0, Enhancement Pack 1, SP23

Summary
Using the Solution Manager Service Desk scenario, you can use and activate the standard Service Desk BI content, without knowing anything about Business Warehouse. This is a great SAP offering and a great benefit to those using Solution Manager Service Desk. Authors: Tammy Powlas

Company: Fairfax Water Created on: 05 January 2011

Author Bio
Tammy Powlas works for Fairfax Water, is a SAP Mentor and ASUG volunteer with the BI and BITI communities. She is SAP-certified in FI, CO, BW, SEM and ASAP.

SAP COMMUNITY NETWORK © 2010 SAP AG

SDN - sdn.sap.com | BPX - bpx.sap.com | BOC - boc.sap.com | UAC - uac.sap.com 1

. 3 Configuration ...................................................................................com | BOC .........com | BPX ................................................................................ 3 Activate BI Source System Steps: ...................................................................com 2 ..............................................................................................sap......sap.............................................................................................boc.............................................................................................................................................................Setting up Solution Manager Service Desk BI Reporting Table of Contents Service Desk Business Intelligence Reporting .............com | UAC ...................uac.........................................................................................................sap............................................................................................................................................................................ 17 Copyright..................................... 8 How It Works: ........................ 5 Activate SICF Service Reporting Set-up .................................................... 3 Background: ......................................................................................................................................................................................... 4 Adjust BI Authorization Concept ................................................. 13 Related Content .....................................................................sdn...........sap.............................................................................. 6 Authorizations Needed . 8 Activate BW Content ...................... 18 SAP COMMUNITY NETWORK © 2010 SAP AG SDN .....bpx.....................

sap.sdn. in accordance with the SUGEN KPI initiative. SAP has provided a nice functionality/feature of BI reporting.com 3 . without requiring any knowledge of Business Warehouse.bpx. 2) The out-of-the-box business content and reports provide message duration and message effort on service tickets.uac.Setting up Solution Manager Service Desk BI Reporting Service Desk Business Intelligence Reporting Background: 1) With SP23.com | UAC . Configuration Transaction: SOLMAN_SETUP Select Basic Configuration Click the Continue button until you get to User Data SAP COMMUNITY NETWORK © 2010 SAP AG SDN .com | BPX .com | BOC .boc.sap.sap.sap.

com | UAC . 2) Call transaction RSA1: SAP COMMUNITY NETWORK © 2010 SAP AG SDN .uac.sap. user id and password for the BI backend.com | BPX . the back end is the “baby BI” for Solution Manager.sap.sap.sdn.sap.Setting up Solution Manager Service Desk BI Reporting Select the client.bpx. Click Continue until you get to Manual Configuration Activate BI Source System Steps: 1) Log on to the configured BI client / system.com 4 .boc.com | BOC . In this example.

1) Log on to the configured BI client / system.sap.uac.boc.x Datasource" when asked. SAP COMMUNITY NETWORK © 2010 SAP AG SDN .com | BPX .sap. then confirm. right click and select "activate". you need to configure BI to use a special authorization concept.Setting up Solution Manager Service Desk BI Reporting 3) Select the source system.sap. 2) Start transaction rscustv23. This is needed for all reporting functionalities.sdn. Adjust BI Authorization Concept Click the Display next to Adjust BI Authorization Concept From the help: In SAP Solution Manager. 5) Choose "as 3.sap.bpx.com | UAC .com | BOC .com 5 . select 'Replicate as Well'. 4) In the next dialog "Replicate Metadata?".

boc. Activate SICF Service Reporting Set-up Transaction: SICF SAP COMMUNITY NETWORK © 2010 SAP AG SDN .com 6 .sap. Save your changes.com | BOC .Setting up Solution Manager Service Desk BI Reporting Select “Obsolete Concept with RSR Authorization Objects”.uac.sap.sap.com | UAC .sap.sdn.bpx.com | BPX .

com 7 .sap.uac.Setting up Solution Manager Service Desk BI Reporting Right click on service (see path /sap/bc/Webdynpro/sap/svc_setup) to activate.sap.bpx.sap. SAP COMMUNITY NETWORK © 2010 SAP AG SDN .sdn.sap.com | UAC .boc.com | BPX .com | BOC . Click Yes.

com | UAC .sap.sap.sap.sdn.Setting up Solution Manager Service Desk BI Reporting Authorizations Needed The “best practice” is to copy the SAP standard roles to your own namespace.com 8 .uac. Here are the SAP standard roles needed: BW Role SAP_BW_SPR_SETUP Description Setup of the Service Provider Incident Management BI Reporting Scenario Solution Manager: BI Extractor Framework SAP Solution Manager / SMD & E2E authorizations Reporting for Service Provider Incident Management Data SAP_SM_BI_EXTRACTOR SAP_BI_E2E SAP_BW_SPR_REPORTING Activate BW Content Transaction: SOLMAN_WORKCENTER Select Incident Management tab Select Reports Maintain RFC connections and click the box to Activate BW Also set the extraction frequency.bpx. You will see these messages: SAP COMMUNITY NETWORK © 2010 SAP AG SDN .sap.com | BPX .boc.com | BOC .

com | BPX .sap.Setting up Solution Manager Service Desk BI Reporting When completed. it should look like this: After clicking apply on the Extractor settings.com 9 .sdn. your screen should look like this: SAP COMMUNITY NETWORK © 2010 SAP AG SDN .com | UAC .uac.com | BOC .bpx.sap.boc.sap.sap.

com | BOC . Next. check your BW content activation: Transaction: RSA1 Check that the content is activated under the SAP Solution Manager info area.boc.sap.uac.com/saphelp_sm32/helpdata/en/5c/36329947af074182eef7585ba88ee8/content.sap. follow the steps as documented in the SAP Help at http://help.htm Transaction: SMSY_SETUP SAP COMMUNITY NETWORK © 2010 SAP AG SDN .sap.Setting up Solution Manager Service Desk BI Reporting Then.sap.com 10 .sdn.sap.com | UAC .com | BPX .bpx.

com 11 .com | BPX .uac.sap.sdn.boc.com | BOC .sap.com | UAC . Next you will download the number from customer service: Transaction: SA38 Program: AI_SC_GET_SAP_CUSTOMER_NUMBERS SAP COMMUNITY NETWORK © 2010 SAP AG SDN .sap.sap.Setting up Solution Manager Service Desk BI Reporting Select Edit > Expert Settings The Generate Business Partners from OS and Generate Systems from OSS should be blank.bpx.

Ensure that “gen all” checkbox is selected and click SAVE. This job fills view V_AIINSNRS with the SAP installation numbers.com | BPX .bpx.boc.com 12 .sap.sdn.Setting up Solution Manager Service Desk BI Reporting Execute You will see message Transaction: SM30 Table: V_AISAPCUSTNOS Select Maintain button. Schedule program AI_SC_REFRESH_READ_ONLY_DATA to be run in the background. SAP COMMUNITY NETWORK © 2010 SAP AG SDN .uac. From the SAP Help: Read management information for service connection from OSS This report reads various information from the SAP Support Portal and saves it locally in the Solution Manager.com | UAC .sap.com | BOC .sap.sap.

com | BPX .com | BOC .Setting up Solution Manager Service Desk BI Reporting How It Works: For duration reporting.sap.sap.com 13 .com | UAC .bpx.sap.sap. you can update the call center hours in the business partner of the sold-to party: Transaction: BP Enter sold-to party. and click on Calling Hours button: SAP COMMUNITY NETWORK © 2010 SAP AG SDN .boc.uac.sdn. select control tab.

sap.sdn. go to SOLMAN_WORKCENTER SAP COMMUNITY NETWORK © 2010 SAP AG SDN .com | UAC .com | BOC .Setting up Solution Manager Service Desk BI Reporting These settings will maintain the durations.bpx.boc.sap. To execute the reports.com 14 .sap. see OSS note 1480717.uac. For errors with variables.com | BPX .sap.

sap.sap.sap.boc. Reports Message reporting will report on the number of incidents. Open the messages folder and you can see the actual messages.uac.sdn.Setting up Solution Manager Service Desk BI Reporting Select Incident Management. Note you can set up filters.com | BOC .bpx.com | UAC .com 15 .sap. SAP COMMUNITY NETWORK © 2010 SAP AG SDN .com | BPX .

sap.com 16 .sdn.boc.com | BPX .sap.uac.sap.com | BOC .bpx.com | UAC .Setting up Solution Manager Service Desk BI Reporting SAP COMMUNITY NETWORK © 2010 SAP AG SDN .sap.

com | BOC .sap.bpx.com 17 .sap.com | UAC .Setting up Solution Manager Service Desk BI Reporting Related Content Service Desk: Support team Determination A workflow eye over Solution Manager Service Desk SAP Help: Incident Management SAP COMMUNITY NETWORK © 2010 SAP AG SDN .sdn.sap.boc.com | BPX .sap.uac.

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