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. 2008 SAP AG 1
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 2008 SAP AG 2
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: Sno S/W Component Name S/W Component Release SP Level Highest Support Package 1 SAP_BASIS 700 15 SAPKB70015 2 SAP_ABA 700 15 SAPKA70015 3 PI_BASIS 2006_1_700 5 SAPKIPYM05 4 ST-PI 2005_1_700 6 SAPKITLQI6 5 SAP_BW 700 17 SAPKW70017 6 SAP_AP 700 12 SAPKNA7012 7 BBPCRM 500 11 SAPKU50011 8 CPRXRPM 400 12 SAPK-40012INCPRXRPM 9 BI_CONT 703 9 SAPKIBIIP9 10 ST 400 16 SAPKITL426 11 ST-A/PI 01K_CRM560 0-12 ST-ICO 150_700 14 SAPK-1507EINSTPL 13 ST-SER 700_2008_1 2 SAPKITLOO2 Note: This is for SOLMAN 4.0 SPS15) 2008 SAP AG 3
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. 2008 SAP AG 4
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 2008 SAP AG 5
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 2008 SAP AG 6
c. Press the activate ( ) button. The following screen will be shown: 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 Proceed According to SAP Note 898614 for activating BC Sets 2008 SAP AG 7
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: 2008 SAP AG 8
b. Select in the menu Goto -> Details c. Assign internal number range 01 in the in the Number Range field. Then press the save ( ) button, see screen below: 2008 SAP AG 9
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 2008 SAP AG 10
b. Select transaction type SLFN from the Definition of Transaction types window, see screen below for details: c. Choose Goto -> Details from the menu: 2008 SAP AG 11
d. Assign the internal number range 01 and the external number range 02 under Transaction / Activity Numbering: e. Now press the ( ) 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: 2008 SAP AG 12
c. Check whether action profile SLFN0001_STANDARD_DNO is assigned, if not assign it, see below: d. Now press the ( )button. e. Go to transaction DNO_CUST04. Select the field NO_USER_CHECK, see details below: 2008 SAP AG 13
f. Choose Goto -> Details from the menu: g. Enter X in Field Value. h. Now press the ( ) button. 2008 SAP AG 14
3.7 Generate Business Partners a. Go to transaction BUSP Enter the following parameters, then press the ( ) button. 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: 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. 2008 SAP AG 15
c. Choose the Address tab and enter the address data for the message processor, see details below: d. Choose the Identification tab and go to the Employee data section: 2008 SAP AG 16
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. f. Click the save icon ( ).If an error message is displayed from the program 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: b. Choose the role Sold-to Party. 2008 SAP AG 17
c. Choose the Address tab and enter the address data for the sold-to party, see below: d. Choose the Sales Area Data button. e. Choose the Choose Sales Area... button. f. Select Sales Organization Sales 2008 SAP AG 18
g. In the Sales tab, select Sol_Customergroup from the input help in field Customer Group 1. h. Click the save icon ( ). 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. 2008 SAP AG 19
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 e. Click the save icon ( ). 2008 SAP AG 20
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 ( ). 2008 SAP AG 21
3.12 Define Service Desk Destination in the Satellite Systems Note: for this you need to log in the satellite system. a. Go to transaction SM30. b. In table/view field, enter BCOS_CUST. Then press the Maintain Button. See example below: c. Press the Continue button in the following screen: 2008 SAP AG 22
d. You should see the following screen; no entries should be seen in the table. Press the New Entries button: e. In the next screen, enter the following information: 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 2008 SAP AG 23
4. Creating a Support Message Before creating Support message from satellite system, 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 2008 SAP AG 24
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. 2008 SAP AG 25
Then click on Save/Send, 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. 2008 SAP AG 26
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. 2008 SAP AG 27
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. 2008 SAP AG 28
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 2008 SAP AG 29
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 2008 SAP AG 30
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. Changes made based on this information are not supported and can be overwritten during an upgrade. SAP will not be held liable for any damages caused by using or misusing the information, code or methods suggested in this document, and anyone using these methods does so at his/her own risk. 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, including any liability resulting from incompatibility between the content within this document and the materials and services offered by SAP. You agree that you will not hold, or seek to hold, SAP responsible or liable with respect to the content of this document. 2008 SAP AG 31