Service Desk Configuration for Solution Manager 4 - …€¦ · · 2017-02-23Service Desk Configuration for Solution Manager 4.0 . ... Consultant in the areas of EP,XI and Solution
This document is posted to help you gain knowledge. Please leave a comment to let me know what you think about it! Share it to your friends and learn new things together.
Transcript
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.
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
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:
Sno S/W Component Name
S/W Component Release SP Level Highest Support Package
Service Desk Configuration for Solution Manager 4.0
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.
Service Desk Configuration for Solution Manager 4.0
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
Service Desk Configuration for Solution Manager 4.0
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:
Service Desk Configuration for Solution Manager 4.0
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 ( ) next to Assign number range for Service Desk Messages.
Service Desk Configuration for Solution Manager 4.0
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.
Service Desk Configuration for Solution Manager 4.0
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.
Service Desk Configuration for Solution Manager 4.0
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
Service Desk Configuration for Solution Manager 4.0
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:
Service Desk Configuration for Solution Manager 4.0
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. 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.
Service Desk Configuration for Solution Manager 4.0
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.
Service Desk Configuration for Solution Manager 4.0
Related Content
https://service.sap.com/~form/sapnet?_SHORTKEY=01100035870000538664&_SCENARIO=01100035870000000202 Use Case Presentations SAP Solution Manager - Service Desk
SAP Note 1050148: Troubleshooting For Service Desk Configuration
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.