ITSM – Service Order Configuration Guide - SAP IT Service Management on SAP Solution Manager - SCN Wiki
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3/30/2015 ITSM Service Order Configuration Guide - SAP IT Service Management on SAP Solution Manager - SCN Wiki
http://wiki.scn.sap.com/wiki/pages/viewpage.action?pageId=358058927 1/19
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AddedbyMarianaSebikova,lasteditedbyStefanDoktoronJan28,2014
SAPITServiceManagementonSAPSolutionManager / ITSMWikiITServiceManagementandChaRMWikiHomepage/ ConfigurationandAdministrationofITSM
ITSMServiceOrderConfigurationGuide
1.GeneralInformation1.1ServiceOrderOverview
2.PrerequisiteConfiguration2.1ServiceRequestMgmtSetup2.2CreateMaterialHierarchy2.3CreateServiceHierarchy2.4UpdateMaterial/ServiceHierarchy2.5Upgradeproduct
3.Roles3.1BusinessRoleSOLMANREQU3.2BusinessPartner3.3BusinessRoleSOLMANPRO3.4SecurityRole
4.ServiceOrderCatalogSetup4.1CreateServiceProducts
5.AdditionalConfiguration5.1ServiceCatalogfilter
6.BADIs6.1ORDER_SAVE6.2CRM_ORDER_STATUS
1.GeneralInformationThisguidedescribeshowtoconfiguretheServiceOrderscenarioforITSMinSAPSolutionManager7.1.
1.1ServiceOrderOverviewTheapplicationIncidentManagement(IM)isacentralservicepointwhichenablesacentralizedincidentandissuemessageprocessinginmultipleorganizationlevels.Itoffersacommunicationchannelwithallrelevantstakeholdersofanincident,suchasbusinessuser,SAPService&SupportandPartnerSupportemployees.
IMisintegratedinallApplicationLifecycleManagementprocessesofSAPSolutionManager,inanySAPBusinessSuitesolutionandcouldbeconnectedtoaNonSAPHelpDeskapplication.Furthermore,itincludesfollowupactivitieslikeChangeManagementandRootCauseAnalysis.
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3/30/2015 ITSM Service Order Configuration Guide - SAP IT Service Management on SAP Solution Manager - SCN Wiki
http://wiki.scn.sap.com/wiki/pages/viewpage.action?pageId=358058927 2/19
TheITSMServiceOrderscenarioinSAPSolutionManager7.1comprisesvariousnewfunctionalitieswhicharebasedonSAPCRM7.1ITServiceManagement.ItincludesthewebbaseduserinterfaceSAPWebClientwhichreplacestheSAPGUItransactionsCRMD_ORDERandCRM_DNO_MONITOR.SAPWebClientisthenewmainworkplaceofServiceOrderprocessorsandadministrators.
TheSAPITSMServiceOrderfunctionshavebeendevelopedonCRMtransactiontypes.ThetrasactiontypeSMSOhasbeencreatedfortheServiceOrderscenario.Therecanbethree(3)differenttypesofServiceProductsaspartoftheServiceOrderdeliveredbasedontheItemCategory.TheItemCategorydetermineshowtheServiceProductwillbeprocessed.ItemCategorySMSC,ITSMComponent,whenusedforServiceProductwillcreateafollowonServiceRequestwhenapproved.ItemCategorySMSL,ITSMLicense,whenusedforServiceProductwillallowforalicensecalloffifSAPCRMIPM(IntellectualPropertyMgmt)isconfiguredandlicensedwithSAPSolutionManager.ItemCategorySMSC,ITSMComponent,whenusedforServiceProductwillcreateafollowonServiceRequestwhenapproved.ItemCategorySMSM,ITSMMaterial,whenusedforServiceProductwillallowforcreationofPurchaseOrderfortheMaterialinSAPECCifconfiguredandintegratedwithSAPSolutionManager.
WhentheServiceOrderserviceproductlineitemhasbeenapprovedwiththeitemcategorySMSCthenaServiceRequestiscreatedwithtransactiontypeSMRQ.
2.PrerequisiteConfiguration
2.1ServiceRequestMgmtSetupSetupofServiceRequestManagementviaguideServiceRequestManagement&
ServiceRequestFulfillmentSAPSolutionManagerSPS5shouldbecompleted.
https://service.sap.com/~sapidb/011000358700001015362012E
https://service.sap.com/~sapidb/011000358700001015362012E
3/30/2015 ITSM Service Order Configuration Guide - SAP IT Service Management on SAP Solution Manager - SCN Wiki
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2.2CreateMaterialHierarchyForsetupoftheServiceOrderscenariosomesolman_setupstepsneedtobecompleted.
ThebasichierarchyneedstobecreatedfortheproducttypeMaterialinthissolman_setupstep.TheALMhierarchyiscreatedundertheALMrootcategoryduringthisstep.
OrruntransactionAICRM_PRD_SETUP_MATtocreatethehierarchy.
3/30/2015 ITSM Service Order Configuration Guide - SAP IT Service Management on SAP Solution Manager - SCN Wiki
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ALM_OBJcategorycanbevalidatedbyrunningtransactionCOMM_HIERARCHYtoensuresettypesareadded.
2.3CreateServiceHierarchyForsetupoftheServiceOrderscenariosomesolman_setupstepsneedtobecompleted.
ThebasichierarchyneedstobecreatedfortheproducttypeServiceinthissolman_setupstep.TheSRVC_HIERhierarchyiscreatedundertheSRVC_ROOTrootcategoryduringthisstep.Also,theserviceproductINVESTIGATIONiscreated.ThisproductisautoassignedinITSMtoallowforconfigurationofServiceLevelagreements.
3/30/2015 ITSM Service Order Configuration Guide - SAP IT Service Management on SAP Solution Manager - SCN Wiki
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OrruntransactionAICRM_PRD_SETUP_SRVtocreatethehierarchy.
3/30/2015 ITSM Service Order Configuration Guide - SAP IT Service Management on SAP Solution Manager - SCN Wiki
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SRVC_PPRODcategorycanbevalidatedbyrunningtransactionCOMM_HIERARCHYtoensuresettypesareadded.
TheServiceProductINVESTIGATIONcanbevalidatedviatransctionCOMMPR01.
3/30/2015 ITSM Service Order Configuration Guide - SAP IT Service Management on SAP Solution Manager - SCN Wiki
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2.4UpdateMaterial/ServiceHierarchyForsetupoftheServiceOrderscenarioanupdatetheALMandSRVC_HIERhierarchiesneedtobecompleted.
ThebasicALMMaterialhierarchyneedstobeupdated.TheALM_CATcategoryiscreatedundertheALMrootcategoryduringthisstep.ThiscategoryisassignedtoaServiceProductanditallowstheServicetoshowintheSolutionManagerServiceCatalogfunction.ThebasicSRVC_HIERServicehierarchyneedstobeupdated.TheSRVC_COMPcategoryiscreatedundertheSRVC_ROOTrootcategoryduringthisstep.RuntransactionAICRM_PRD_SETUP_SCATtoupdatebothhierarchies.
ALM_CATcategorycanbevalidatedbyrunningtransactionCOMM_HIERARCHYtoensuresettypesareadded.
3/30/2015 ITSM Service Order Configuration Guide - SAP IT Service Management on SAP Solution Manager - SCN Wiki
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Validatethesettypesareincluded:AICRM_CATALOG,AICRM_QUESTION
SRVC_COMPcategorycanbevalidatedbyrunningtransactionCOMM_HIERARCHYtoensuresettypesareadded.
3/30/2015 ITSM Service Order Configuration Guide - SAP IT Service Management on SAP Solution Manager - SCN Wiki
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Validatethesettypesareincluded:AICRM_SRQM
2.5UpgradeproductRunprogramCOM_PRODUCT_UPGRADEbyrunningtransactionSA38touseCRMproductsinthisrelease.
3.Roles
3/30/2015 ITSM Service Order Configuration Guide - SAP IT Service Management on SAP Solution Manager - SCN Wiki
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3.1BusinessRoleSOLMANREQUThebusinessroleusedtocreateaServiceOrderviatheServiceCatalogisSOLMANREQU(SolutionManagerITSMEndUser).ThispredefinedbusinessroleforSolutionManagerITSMEndUsercontainsconfigurationandpredefinedauthorization(PFCG)rolesforcreatingServiceOrdersviaaServiceCatalog.
ForfurtherinformationaboutallPFCGroleswhicharerelevantfortheITSMServiceOrderscenario,pleaserefertotheSAPSolutionManagerSecurityGuide.ThisguideisavailableinSAPServiceMarketplace.
ThebusinessroleSOLMANREQUandtheauthorizationrolesareonlyintendedtobeusedasatemplateforBestPracticesscope.Theroleshavetobevalidatedandadaptedtothespecific
customerrequirements.
FordetailedinstructionsonhowtoadaptbusinessandPFCGroles,pleaserefertotheconfigurationguideBusinessandAuthorizationRolesavailableinSAPServiceMarketplace.
3.2BusinessPartnerTheServiceOrderrequiresaSoldtoPartybusinesspartner.ThisBusinessPartnerisdeterminedbasedonacontactrelationshipdefinedfortheusercreatingit.
ThebusinessroleusedtoapproveaServiceOrderviatheServiceCatalogisSOLMANPRO(SolutionManagerITSM).ThispredefinedbusinessroleforSolutionManagerITSMcontainsconfigurationandpredefinedauthorization(PFCG)rolesforapprovingtheServiceOrderandcreatingfollowonServiceRequestsiftheuserisdefinedastheApproverthedefinedSoldtoPartyoftheServiceOrder.
3.3BusinessRoleSOLMANPROForfurtherinformationaboutallPFCGroleswhicharerelevantfortheITSMServiceOrderscenario,pleaserefertotheSAPSolutionManagerSecurityGuide.ThisguideisavailableinSAPServiceMarketplace.
3/30/2015 ITSM Service Order Configuration Guide - SAP IT Service Management on SAP Solution Manager - SCN Wiki
http://wiki.scn.sap.com/wiki/pages/viewpage.action?pageId=358058927 11/19
ThebusinessroleSOLMANPROandtheauthorizationrolesareonlyintendedtobeusedasatemplateforBestPracticesscope.Theroleshavetobevalidatedandadaptedtothespecific
customerrequirements.
FordetailedinstructionsonhowtoadaptbusinessandPFCGroles,pleaserefertotheconfigurationguideBusinessandAuthorizationRolesavailableinSAPServiceMarketplace.
3.4SecurityRoleFortheITSMServiceOrderscenarioinSolutionManager,aServiceOrderCreationandProcessorrolehastobeadaptedtocustomerneedsinordertouserespectivefunctionalities.
4.ServiceOrderCatalogSetup
4.1CreateServiceProductsInthisstep,ServiceProductswillbecreated.OneoftheServiceProductswillbeassignedtheALM_CATcategorytoshowitintheSAPSolutionManagerServiceCatalog.AgoodexamplewouldbetocreateaServiceforhiringanewemployee.Thisnewemployeewouldneedauseraccount,alaptopandthenalicenseforthesoftwareonthelaptop.TosetupthisscenarioyouwillneedtocreatethefollowingServices:
****ThisallowsittobeseenintheServiceCatalogofSAPSolutionManager.
CreateanewServiceProduct
Steps:
RuntransactionSM_CRMandloginwithSOLMANPRObusinessrole.ClickonMasterData.
3/30/2015 ITSM Service Order Configuration Guide - SAP IT Service Management on SAP Solution Manager - SCN Wiki
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ClickonCreateService
CreateanewServiceProductCREATE_USER
CreateanewServiceProductBASIC_LAPTOP
3/30/2015 ITSM Service Order Configuration Guide - SAP IT Service Management on SAP Solution Manager - SCN Wiki
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CreateanewServiceProductWIN_7_PRO
CreateServiceProductNEW_EMPLOYEEtobeshown/orderedintheServiceCatalogandusetheServiceProductsalreadycreatedascomponents.
3/30/2015 ITSM Service Order Configuration Guide - SAP IT Service Management on SAP Solution Manager - SCN Wiki
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CreatingtheHRCategorieIDismissinginthisGuide.ItsaSubCategorieofALM_CATCategorie.YoucanalsoaddCategorieIDALM_CATinsteadofHR.
3/30/2015 ITSM Service Order Configuration Guide - SAP IT Service Management on SAP Solution Manager - SCN Wiki
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5.AdditionalConfiguration
5.1ServiceCatalogfilterThereispossibilitytoaddafilterfortheservicecatalogtoonlyshowsthoseServiceProductsassociatedtothefilter.ThisisdonebyaddingadditionalcategoryundertheALM_CATdefiningthefilteryouwouldwanttosee.ThisfilterthenisaddedtotheServiceProduct.
UpdateviaCOMM_HIERARCHY.
AddtoServiceProduct
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6.BADIs
6.1ORDER_SAVEThisBADIwillupdateServiceOrderproductlineitemtoDeliverediftheServiceRequeststatusisCompleted(systemstatusI1005)andthelineitemhadbeenapproved.
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6.2CRM_ORDER_STATUSIntheimplementationAI_CRM_STATUS_RELE,theabilitytosetthestatusoftheServiceProductlineitemtoapproved(systemstatusReleaseI1004)isbasedonthepartnerfunctionSMSO001(ITSMApprover).ThisisbasedontheBPrelationshipEmployeeResponsibileforaSoldtoPartybusinesspartner.
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