SM150 en Help Desk Config

© SAP AG SMO150 – Service Desk Course Overview - 1

SAP AG 2008, SM150

AB123 Course Title

THE BEST-RUN BUSINESSES RUN SAP

© SAP AG 2008

SM150SAP Solution Manager 7.0:

Process and Configuration of Service Desk

Material number: 50091315

Collection 62

z002r85z

Highlight

© SAP AG SMO150 – Service Desk Course Overview - 2

SAP AG 2008, SM150

Course Prerequisites

Prerequisites:

Required:

• SM010 – SAP Solution Manager Overview

Recommended:

• CR100 – CRM Basics

© SAP AG SMO150 – Service Desk Course Overview 1-1

SAP AG 2008, SM150

Course Objectives

The training is intended to:

Define the business process Service Desk

Management

Describe the different elements of the SAP Solution

Manager Service Desk

Explain how to customize the SAP Solution Manager

system for the Service Desk scenario


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Target Group

SAP AG

Audience:

• Project Manager

• Customer Implementation Team

• Consultant

• Support Consultant

Duration: 2 days

User Notes

The training materials are not teach-yourself programs. The materials complement the

course instructor's explanations. Your material includes space for writing down any

additional information.

There may not be enough time to do all the exercises during the course. The exercises are

intended to provide additional examples during the course. Participants can also use the

exercises to expand their knowledge after the course.


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Unit 6 Service Desk Actions

Unit 7 Service Desk

Customizing

Unit 8 Monitoring

Unit 9 Advanced Service Desk

Unit 10 Integration SAP Solution

Manager

Unit 1 Course Overview

Unit 2 SAP Solution Manager

Overview

Unit 3 Service Desk Overview

Unit 4 CRM Master Data

Unit 5 Service Desk Process

Appendix

Overview

© SAP AG SMO150 – Sap Solution 2-1

SAP AG 2008, SM150


Unit 7 Service Desk

Customizing

Unit 8 Monitoring



Manager



Overview




Appendix

Overview


SAP AG 2008, SM150

Solution Manager Overview: Unit Objectives

After completing this unit, you will be able to:

Describe the various elements of Service Desk as

part of SAP Solution Manager

Explain how to use the SAP Solution Manager

system for the Service Desk scenario


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Implementing SAP Solutions – Process in Detail

Define customer

solution

based on

SAP processes

ProjectPreparation

BusinessBlueprint

Configuration

Roadmaps

Project Administration

Issue Tracking / Monitoring / Reporting

Synchronize

Cust. settings

Configure

processes Test processes

Training

Define project

Setup system

landscape

SAP Solution Manager

Final Preparation and Go Live

Solution Manager for Implementation

Procedure Model (Roadmaps)

Focus: product-specific information; no project management

Knowledge transfer to project team and technical implementation aspects are key elements

Available services aligned with the Procedure Model

Implementation Content

Business process repository as initial input for a process-driven design of a customer solution

Initial focus: SAP CRM and SAP SCM implementations

Tools

Basic ASAP tools (Blueprint and Master List functionality)

Integrated use of customizing and test tools

Focus: scoping, process-oriented configuration and testing, status and issue tracking


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SAP

Development

SAP

Custom Code

Development

SAP

Consulting

SAP

Education

SAP

Hosting

SAP

Active Global

Support

Standardized & integrated application management

SAP Solution Manager – VValue Proposition


The support hub and the gateway to SAP

Implementation of SAP solutions

CustomerCollaboration

Solution monitoring

Service desk

Change request management

Delivery of SAP services

Diagnostics

Upgrade of SAP solutionsFlexibility

Transparency

Control

Efficiency

OPERATE

IMPLEMENT

OPTIMIZE

Core

Business

Process

On the right-hand two-thirds of the slide you have a grey box representing the customer’s environment. Their IT landscape contains the applications we’d expect to see – some SAP and some not. In the center of this landscape we have the core business processes that drive the company, and the IT group’s charter – to implement, operate, and continually optimize these processes, as well as the applications. The goals of the CIO are represented in black in this box –efficiency, transparency, control, and flexibility. (These are the four core value props that SAP Solution Manager provides) That is, if a CIO could maximize these four goals then the chances of success in their mission would be significantly increased. Moving to the left, the customer’s IT landscape is connected to the SAP Solution Manager.

SAP Solution Manager is a unique solution stack which enables several of its integrated business processes to seamlessly interact with the customer’s IT landscape (change management, service desk, etc). These business processes are core function within SAP Solution Manager and replace the customer’s need to purchase, implement, and maintain separate software and hardware solutions that provide these functions. This is one very significant benefit that SAP Solution Manager brings – the ability to replace several un-integrated tools with a single product which provides seamless integration, a single user interface (for ease of use), and which comes at no extra cost as a part of their SAP Standard Support. The importance of SAP Solution Manager in both cost and efficiency terms cannot be over-stated.

However, there’s an additional benefit with SAP Solution Manager, and that is its role as a gateway to SAP’s Active Global Support (AGS) organization and the network of over 12,000 professionals we can call upon to assist our customers. Specifically (on the far left-hand of the slide), AGS is able to interact with a number of SAP organizations to ensure that our customers receive the right assistance at the right time. These organizations would include SAP Development, SAP Consulting, and so on. This unique solution stack logs the information AGS needs to address a customer’s OSS issue, which in turn means we can respond faster and more accurately than otherwise. That is, SAP Solution Manager provides our customers with all the productivity and response time benefits of e-support as well as with the certainty that their needs and challenges are being dealt with by the most expert resource available.


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SAP Solution Manager 7.0

Solution

Directory

Systems

SAP

CRMOther

Business

ProcessesDocumen-

tation

SAP

ERP

SAP

APO

Projects

Solutio

n

Implementation and Distribution

Solution MonitoringService Delivery

Service Desk

Upgrade

Change Request Management

Testing

E-Learning

Management


Global Roll-Out

Business

Process

RepositoryProcess

Templates

OPERATE

IMPLEMENT

OPTIMIZE

Busines

s

Process

SAP Solution Manager, as part of SAP NetWeaver, serves as a central instance

within the solution landscape to manage the complete solution.

This includes applications developed by SAP, customer and 3rd-party applications

based on SAP NetWeaver, as well as other applications.

As central instance, SAP Solution Manager provides a variety of centralized

services both for implementing and operating your SAP solutions.

The advantages are that you have a central point of access, that you can do end-

to-end process control, that you can ensure consistency within your landscape,

and that dependencies between different components are taken into account.


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The More Transparent the Solution, the More You Benefit!

All training

information

All maintenance

activities

All service planning,

deliver ad follow-up

information

All business processesAll systems

All monitoring dataAll service level information

All test information

All customer

developments and

functional enhancements

The entire documentation

All change

information

All incident and

problem information

SAP

SOLUTION

MANAGER


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You are now able to:

Describe the available functionality in


Solution Manager Overview: Unit Summary


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Additional Information

More information on SAP Solution

Manager:

service.sap.com/solutionmanager

Free of charge Learning Maps:

service.sap.com/rkt-solman

© SAP AG SMO150 – Service Desk 3-1

SAP AG 2008, SM150



Overview





Unit 7 Service Desk

Customizing

Unit 8 Monitoring



Manager

Appendix

Overview


SAP AG 2008, SM150

At the conclusion of this unit, you will be able to:

Depict the general overview of the Service Desk

architecture

List the new functions of the SAP Solution Manager

Service Desk

Explain the benefits of the SAP Solution Manager

Service Desk

Describe the basic Service Desk scenario in SAP

Solution Manager

Service Desk Overview: Unit Objectives


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SAP

Solutions

General Overview: Service Desk Architecture

CRM Service

External or Internal Customers

SAP Solution ManagerInterface

SA

P S

olu

tio

n

Man

ag

er

Support Interface

SAP Active Global Support

SAP Solution Manager / CRM System

Other

Solutions

Products

Infrastructure

Services

SOLUTIONS

SA

P S

erv

ice

Desk

WF

Tools

... SLA

CIC SDB

Solutionproviding

SERVICE PROVIDER

SAP Systems

Service Desk

message

or Alert

Including

context data

Phone / Fax / ICSS

E-Mail, IC WebClient, Work Center

Service Desk messages can be created:

Directly from SAP applications (including context data)

Directly from SAP business process monitoring

Via Interaction Center (Telephone, Fax, E-mail)

Internet Customer Self-Service

Interaction Center WebClient

Work Center

Manually in the Solution Manager

The functionality of the CRM system can be used for the message processing.

Interaction Center

Workflow

Solution database

Monitoring of service level agreements

An easy support interface is provided for the communication with SAP.


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The message processor finds a solution for the problem and sends a solution proposal to the customer.

A customer has a problem in an SAP application. He creates a message via Help → CreateSupport Message.

The message is sent to the SAP Solution Manager.

Standard Scenario

The message processor is monitoring his worklist and recognizes a new message with status Open.

The scenario shows an sample process for support service.

A lot of variations are possible. The customer could also use Internet Customer

Self-Service functions to search for a problem solution or to enter a support desk

message.


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Business Scenario Example: Message Creation

1

3

2

The customer creates the message directly in the relevant system.

The customer sends the message to the service team. This message is visible in

the Solution Manager for additional processing.


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Business Scenario Example: Worklist

2

1

In the Solution Manager (transaction DSWP or SOLUTIONMANAGER), choose

your selection variant (All open messages SLFN).

The Variant All open messages SLFN will show all Support Desk Messages.

Select the message with a click on the message number or the description (step

1).

A new window will be created with the support desk message.

Change the message (step 2).

A processor can be assigned to the message.


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Business Scenario Example: Close Message

1

2

The messsage processor enters a short reply (step 1).

In the last step (2), the message will be closed.

The worklist will show the status Finished when updated.


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Global Strategy and Service Level Management

Software Change Management

Business ProcessManagement

Managementof mySAP

Technology

Service Desk Management

Benefits of the Service Desk

Service Desk Operation

Monitoring of Service Desk notifications

Advanced dispatching and processing workflows

Problem resolution with SAP Notes and SDB

Escalation procedures and Service Level Reporting

Notification exchange with SAP

Knowledge Management

Customer solution database

Transition to complete Service Management

with SAP CRM possible

General IT helpdesk

Call center integration

Service contracts, capacity planning, and billing

Service Desk Management


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Service Provider Scenario

Solution Manager

Service Desk

Service

Provider

Customers

3rd Party

Help desk

Solution Manager

Service Desk 1 ...

Interface

Inte

rfa

ce

Interface

SAP

Sen

dm

essa

gefo

r

proc

essi

ngSen

dbac

km

essa

ge

with

answ

er

Bidirectional

message exchange

SAP Interface

SAP Support

Forward message

for processing

Send back

message with

answer

Solution Manager

Service Desk n

Interface

Send

backm

essage

with

answerS

endm

essagefor

processing

End

user

UI

End

user

End user UI End user UI

3rd Party

Help desk

Inte

rfa

ce


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Describe the various elements of integrated

scenarios regarding Service Desk

Service Desk Overview: Unit Summary

© SAP AG SMO150 – CRM Master Data 4-1

SAP AG 2008, SM150



Overview





Unit 7 Service Desk

Customizing

Unit 8 Monitoring



Manager

Appendix

Overview


SAP AG 2008, SM150

Master Data: Unit Objectives


Describe the relevant CRM master data:

Business partner

Organizational Data

IBase


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Overview of the relevant CRM master data

Business Partner

Organizational Data

IBase


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Vendor

Patient

Borrower

Neutral

Persons and organizations

Cross-application

Open infrastructure

Integration through operational

concepts

Tenant

Customer

Accounts

Receivable

CreditorBusiness

Partner

Business Partner Relationships

Employee

Manu-

facturing

Plant

SAP CRM Business Partner

Business partners are at the center of business transactions, and thus, the center of business interest. All

relevant information about a business partner must therefore be available quickly in a consolidated form.

The customer therefore needs to have a central and comprehensive view of the business partner.

A business partner can only be created once, regardless of the business transactions in which it

participates. For example, if a company is both a customer and a vendor, the company is still one and the

same business partner.

However, a business partner can figure in a company in other ways. Depending on the specific business

processes in which a business partner participates, the information required about the business partner

may vary considerably. For example, for the goods delivery process, information on Incoterms and

delivery conditions is required; whereas, for the sales order processing, information on delivery dates and

payment conditions is necessary.

A business partner can be in contact with other business partners. These relationships can be very

different in nature (for example, a marriage, contact person, company relationships).

The SAP Business Partner provides functions that fulfill these business processes. A business partner is

created only once in the system, but can take on several different roles. The different relationships

between business partners can also be defined.


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Partner Functions for the Service Desk Message

Which key user was

reporting the problem?

Which employee of the

support team is

assigned as message

processor?

Which support team

is responsible for

message processing?

Which

customer is

going to pay for

the support

service ?

In case of

maintenance: who is

the administrator of

the system ?

For the support desk message, five partner functions are predefined (can be changed in

the customizing, SPRO - SAP Solution Manager→ Scenario-Specific Settings→Service Desk → Partner Determination Procedure; see Partner determination

procedure SLFN0001):

00000001 Sold-To-Party: Stores the business partner customer. (“Which customer is

going to pay for the support service?”). The partner function sold-to-party is obligatory

and may not be deleted.

SLFN0001 System Administrator: Stores the business partner ID of the system

administrator (“In case of maintenance: Who is the administrator of the system?”)

SLFN0002 Key User: Stores the business partner ID of the key user (“Which key user

was reporting the problem?”)

SLFN0003 Support Team: Stores the business partner ID of the responsible org.unit

(“Which support team is responsible for message processing?”)

SLFN0004 Message Processor: Stores the business partner ID of the assigned

employee (“Which employee of the support team is assigned as message processor?”)


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Partner Function KEY USER

Which key user was



support team is

assigned as message

processor?

Which support team

is responsible for

message processing?

Which

customer is

going to pay for

the support

service ?

In case of

maintenance: who is


the system ?

The partner function SLFN0002 Key User stores the business partner ID of the key user

and answers the question “Which key user was reporting the problem?”.

When the support desk message is created through the HELP → Create Support

Message button, the key user can be retrieved automatically.

Prerequisites:

A business partner is maintained for the key user

The business partner can be identified through the system ID, installation number,

client, and user of the satellite system


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Maintain Business Partner for the Key User (1/2)

The business partner for the KEY USER can be maintained in transaction BP.

Choose the role General and maintain the Address (Address tab strip). The mandatory

entries are Name and Country code.

A business partner can be a person, a group or an organisation

The seperation of a business partner as a natural person (individual person), group or

organisation ( department) is named as business partner type.

A group describes a relationship, a couple or a company leadership

When creating a group you have to define a suitable type of partner groups

An organisation represents units like a company, a department of a company, an

organisation or an association

The business partner type has to be selected when creating a business partner and

can´t be changed later


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Maintain Business Partner for the Key User (2/2)

To identify the business partner automatically as key user, the business partner has to

be maintained on the system(s) that the key user can log on to.

The identification must be maintained on the Identification tab strip of the General-role.

For each system, maintain the ID Type CRM001.

The identification number is the System ID + BLANK + Installation Number + BLANK +

Client + BLANK + Username


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Mass Creation of Business Partner (1/3)

You can create Business Partners for Users of the Satellite Systems automatically.

Go to transaction SOLUTION_MANAGER → Operations Setup → Service Desk → Create Business

Partners.

Notice: only User with new key (System ID, installation number, client, user-ID) will be generated.

Optional transactions to enter the Solution Manager:

TA: DSWP

SOLUTION_MANAGER


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Change Date for selection if necessary (for example, 1 week).

Add Satellite system.

Select User using double-click.

Choose Create.


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To delete business partners, use report BUPA_TEST_DELETE.


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Partner Function: MESSAGE PROCESSOR

Which key user was



support team is

assigned as message

processor?

Which support team

is responsible for

message processing?

Which

customer is

going to pay for

the support

service ?

In case of

maintenance: who is


the system ?

The partner function SLFN0004 Message Processor: Stores the business partner ID of

the assigned employee and answers the question “Which employee of the support team

is assigned as message processor?”

The message processor can assign himself/herself (for example, when he/she sets the

support message in process) or can be assigned by his/her supervisor (in both cases

manually).

Prerequisites:

A business partner is maintained for the message processor.

The business partner can be identified through his user ID in the role employee.


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Creating an Employee

CRM_MENU: Master Data → Business Partner → Maintain Business Partner or

Transaction BP:

Choose Person as the business partner type.

Choose Employee as the role.

Fill in all required fields of the business partner.

Choose Identification tab strip and assign the relevant system-user to the employee.

When working with the CRM system, you must create and assign employees to the

relevant positions in the organizational units.

An employee is the condition that relevant employees can be assigned to transactions

(automatically or manually). These transactions can be forwarded to employees or the

escalation management.


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Business Partner: Employee

The system user EDDYEMP is also a business partner 112.

To maintain this you need to select the BP role Employee (BUP003) and enter the user

name at the field USER NAME.


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Partner Function: SOLD-TO-PARTY

Which key user was



support team is

assigned as message

processor?

Which support team

is responsible for

message processing?

Which

customer is

going to pay for

the support

service ?

In case of

maintenance: who is


the system ?

The partner function 00000001 Sold-To-Party stores the business partner ID of the

customer. This partner function answers the question: “Which internal or external

customer is going to pay for the support service?”

When the support desk message is created through the HELP → Create Support

Message button the Sold-To-Party can be retrieved automatically.

Prerequisites:

A business partner is maintained for the Sold-To-Party.

An installed base component is maintained for the satellite system, from which the

support message is sent (identification through system ID and installation number); see

next chapter for details.

The partner function Sold-To-Party is either assigned to the installed base component

or to the installed base itself.


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Business Partner for SOLD-TO-PARTY (1/2)

Transaction BP:

Choose Organization as the business partner type.

Choose Sold-To-Party as the role.

Fill in all required fields of the Business Partner Address.


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Business Partner for SOLD-TO-PARTY (2/2)

Transaction BP:

Choose Sales Area Data.

Choose the sales area for which you would like to maintain the data (Sales

Organization and Distribution Channel).

Maintain the Currency field.


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Assignment of Business Partner SOLD-TO-PARTY

Transaction (Change Installed Base, IB52):

Choose Installed Base with Ext. ID SOL_MAN_DATA_REP

Choose the satellite system (identified through System-ID + BLANK + Installation

Number)

Assign the partner Sold-To-Party.


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Partner Function: ADMINISTRATOR

Which key user was



support team is

assigned as message

processor?

Which support team

is responsible for

message processing?

Which

customer is

going to pay for

the support

service ?

In case of

maintenance: who is


the system ?

The partner function SLFN0001 System Administrator stores the business partner ID of

the system administrator. This partner function answers the question: “In case of

maintenance: Who is the administrator of the system?”

When the support desk message is created through the HELP Create Support

Message button, the Administrator can be retrieved automatically.

Prerequisites:

A business partner is maintained for the Administrator.

An installed base component is maintained for the satellite system, from which the

support message is sent (identification through system ID and installation number); see

next chapter for details.

The partner function Administrator is either assigned to the installed base component or

to the installed base itself.


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Business Partner for ADMINISTRATOR

Transaction BP:

Choose Person as the business partner type.

Choose General as the role.

Fill in all required fields of the Business Partner Address.


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Assignment of Business Partner ADMINISTRATOR

Transaction (Change Installed Base, IB52):

Choose Installed Base with Ext. ID SOL_MAN_DATA_REP

Choose the satellite system (identified through System-ID + BLANK + Installation

Number)

Assign the partner System Administrator.


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Partner Function: SUPPORT TEAM

Which key user was



support team is

assigned as message

processor?

Which support team

is responsible for

message processing?

Which

customer is

going to pay for

the support

service ?

In case of

maintenance: who is


the system ?

The partner function SLFN0003 Support Team stores the business partner ID of the responsible org.unit.

This partner function answers the question: “Which support team within the service org.org unit is

responsible for message processing?”

When the support desk message is created through the HELP Create Support Message button, the

Support Team can be retrieved automatically.

Prerequisites:

The org.model is maintained for the Support Team.

The support team has the same country attribute as the Sold-to-Party (for example, DE).

The partner function SLFN0003 has the access sequence 0600 – Organizational Data by Org.

Management.

If you would like to determine the support team dependent (for example, from SAP Components like BC,

…) make sure that the access sequence is kept empty. In that case, a follow-up action determines the

responsible team. (See transaction SPPFCADM).


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Serv

ice

Tea

mS

erv

ice

Org

an

iza

tion

Organizational Data and Support Team

Customer Competence Center DE

Service

Desk... ...

Su

pp

ort

Tea

m

1st Level 2nd Level ...

BC ...

Serv

ice O

rgan

izatio

nal D

ata

Partn

er F

un

ctio

n

For the Service scenario, you have to distinguish the Service Organizational Data from

the partner function Support Team.

Which service organization is responsible for support request? (for example, Customer

Competence Center) Only one Organizational unit should be marked as the responsible

service organization. This is determined through the country attribute of the customer

(for example, DE)

Which service team within the service organization is responsible for handling the

request? (for example, the service organization in EMEA, Americas or APA-region)

Org.Units that are flagged as service team can be used in a resource planning tool.

Which sub-teams are assigned to the request? (for example, 1st level support or BC-

team in case of Basis-problems)


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Business Partner

Organizational Data

IBase


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Level 2

Level 3

Global ServiceGlobal Service

EuropeEuropeAmericasAmericas

North AmericaNorth America

USAUSA

CaliforniaCalifornia

Office S.F.Office S.F.

Berlin Office Berlin Office

FranceFranceSouth AmericaSouth America

OfficeOffice L.A.L.A.

GermanyGermany

Group SF1Group SF1 Group SF2Group SF2

Group B2Group B2Group B1Group B1

Munich Office Munich Office

Level 1

Level 4

Level 5

Level 6

A part of an international organization:

Organization Possibilities: CRM

Organizational units for mySAP CRM Service have to be permitted for the Service

scenario.

The Service Organization indicator marks the selected organizational unit as a service

organization.

Organizational units that are responsible for executing services and that should be

displayed in the resource planning tool have to be flagged as Service Team.

You can assign a resource planner position to a service team using Goto → Resource

Planner Assignment. The system users or business partners assigned to this position

are the resource planners who use the resource planning tool. The organizational unit

appears under My Service Teams when the resource planner starts the resource

planning tool.


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Breaking Down an Organizational Unit

Positions and holders assigned to an organizational unit:

Berlin Office

Group B2Group B1

Munich Office

Level 4

JaneJane Miller

Jane Miller

Sales Sales

RepresentativeRepresentative

Sales ManagerSales ManagerPosition

Employee

Position

User

Organizational Unit

An Organizational Unit is an organizational object (object type key O) that is used to form the basis of an

organizational plan. Organizational units are functional units of an enterprise. Depending on how task

distribution is organized in an enterprise, organizational units can be, for example, departments, groups,

or project teams.

Position

Position is an organizational object (object type key S) that shows the functional task distribution of

individual items and their reporting structure in the organizational plan. In CRM, positions could be, for

example, sales manager, sales representative, Interaction Center manager or Interaction Center agent.

Holders (employees or CRM users) can be assigned to one or more positions.

Employee / User

Employees and users are persons assigned to a position. A person can be a CRM business partner with

the role Employee (object type key BP) or only a CRM User (object type key US) that is assigned to a

position in an organizational plan. By assigning an employee or a user to a position, you can show where

an employee is assigned organizationally in a company (what his/her function is). Assigning an employee

is recommended because an employee master contains more business data than a user.

Transaction PPOMA_CRM


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Example of a Simple Organizational Structure

Set up your whole organization structure within transaction PPOMA_CRM

Create Organizational Units with incorporates and assign Business Partners to them


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Example: Assign Employee to Position (1/2)

Assign Employees to Positions using the context menu

You can assign System Users or Business Partners as well to a position


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Example: Assign Employee to Position (2/2)


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Business Partner

Organizational Data

IBase


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SAP Solution

Manager

Solution Landscape

CRM

SAP Solution

Manager

SAP AG 2003

In what system

did the problem

originate?

R/3

APO

The SAP Solution Manager uses the IBase as an internal knowledge base for the

Service Desk functionality. Systems are referenced as so called ‘components’ with a

support message


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Graphical representation of products and

installations

Used as a reference in service processing

Representation of hierarchical component

structure or setup of devices, machinery,

products, and so on delivered to customer

Scenarios:

One installed base per customer: all customer’s

objects in one installed base

One installed base per item: many installed bases

per customer

Installed Base Management: Features

Benefits of Installed Base Management for your customers:

Your customers can reduce call times with immediate access to customer installation information

during case logging.

Your customers can directly reference multiple contracts, addresses, partners, and configurations.

Benefits of Installed Base Management for your company:

Your company can give field service representatives the information necessary to anticipate

requirements prior to arriving on site.

Your company can facilitate product improvements and quality management by tracking services

performed on products and installations.


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Header

Category

External ID

Description

Status (system/user)

Authorization Group

Partners

Address

Components

Product

Text item

Installed base

Individual object

Customer-specific types

Components

Documents

Partners

Address

Documents

Installed Base: Structure

The number of installed base levels is unlimited.

Partner, address, and other data are not transferred or inherited within the hierarchy

(top-down). In the Interaction Center, this has the added advantage that when you

search for an installed base using partner or address data, an installed base with all

assigned components is displayed and is not just an installed base component.

Within the Content Management service, you can assign documents of different types

to an installed base or an installed base component.

Customer-specific components require additional programming.


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Structure

Overview

Structuring the

systems through

additional text

components

Subordinate

Systems

Change Installed Base (SAP Solution Landscape)


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Automatic Creation of the Installed Base

Solution 03

SOL_MAN_DATA_REP

Solution 02

Solution 01

SAP SRM

Solution Manager System Landscape SAP Solution Manager

(operational setup)

Installed Base

The creation of the installed base can be done automatically.

Prerequisite: Maintenance of the Solution Manager System Landscape (Transaction

SMSY)

Within SAP Solution Manager:

Edit

Initial Data Transfer for IBase (the system will always add new entries to the IBase without deleting

nodes)


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Service Contracts

Service contract coverage for customers objects

Service contract Item for one or more installations

or installation components

Service contract information visible from

installed base

Service Process

Assign one or more installation components as a

reference

In service process header

In service process item

Mobile Service

Download to Mobile Service

Change assignments within installation (dismantle

and install component)

Installed Base: Integration

Integration of Installed Base Management in Service Contracts:

In the service contract, you can assign installed base components and complete

installed bases to individual contract items. These components and complete installed

bases are then included in an object list belonging to the contract item. All components

including the subordinate component are covered by the contract (for example, a repair

or maintenance contract).

Integration of Installed Base Management in the Service Process:

You can create a service process with reference to installed base components. An

installed base in the service process means that the problem occurred at that

component and work has to be done at that component.

It is not possible to create new installations or installation components in Mobile

Service.


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Describe the relevant CRM master data:

Business partner

Organizational Data

IBase

CRM Master Data: Unit Summary

Exercises

Unit 4: CRM Master Data

Topic: Business Partner

At the conclusion of this exercise, you will be able to:

• Create a person as business partner for the Message Processor

• Explain why a Sold-To-Party and a Key User are needed

• Navigate in the transaction of the business partner.

Two persons have to be created: a business partner (general) and an

employee. They can create and edit a support desk message.

Creation and determination of business partner in the Solution Manager system

Log on to the system with your user ID.

1.1. Create a person as business partner (in role employee) for the Message processor.

1.1.1. Maintain the business partner. Go to transaction BP.

1.1.2. Create a person as a business partner. Choose Create Person (F5). Choose

Employee as the role. Fill in all required fields of the business partner in the

Address tab.

Field Data Entry

First Name ##

Last Name AGENT

Search Term Group ##.

Street/House Number Neurottstr. 15a

Postal code/City 69190 Walldorf

Country DE

Region 08

1.1.3. Go to the Identification tab and assign your relevant system user SM150-## to

the employee.

1.1.4. Save you entries (Ctrl.+S). Now you have created a business partner.

1.1.5. Write down the number of the business partner.

_____________________________________________________________

1.2. Create a person as business partner (in General as the role) for the key user.


1.2.2. Create a person as business partner. Choose the Create Person button (F5).

Field Data Entry

First Name ##

Last Name KEY_USER


Street/House Number Kurfürstendamm 196

Postal code/City 10707 Berlin

Country DE

Region Berlin.

Telephone number 030-59999

Extension ##

Fax number ##

1.2.3. Go to the Identification tab and fill in the Identification Numbers for each

system of the Solution Landscape.

1.2.4. What Identification Number does the business partner have and why?

____________________________________________________________

1.2.5. What is the purpose of this number?

____________________________________________________________

1.2.6. Save your entries (Ctrl.+S).

1.2.7. Write down the number of the business partner.

___________________________________________________________

1.3. Determine a customer as the Sold-To-Party business partner type.

1.3.1. Search for the business partner 00Logosys General.

1.3.2. What roles are maintained for this business partner and why?

____________________________________________________________

1.3.3. What Sales Area is maintained for this business partner and what currency does

it have?

____________________________________________________________

1.3.4. What kind of purpose does the Sold-To-Party have in CRM?

___________________________________________________________

1.3.5.

Unit 4: Master Data

Topic: Organizational Model


• Display the organizational model

• Assign an employee to a position in the organization model

An employee needs to be assigned to the organizational structure.

This employee is working on support desk team.

Assigning of an employee to a position in the organizational assignment


1.4. Assign your employee to the organizational structure.

Go to the organizational management via transaction PPOMA_CRM.

Here you can maintain the organizational structure.Search for the Service

Provider organizational unit. This organizational unit is already created in

the system.

1.4.3. Check which positions are available in the Service provider organizational

unit.

Go to the 2nd

level support organizational unit. Choose BC team

organizational unit.

1.4.4. Assign your employee to the position BC team Employee.

1.4.5. Check the assignment in the assignment plan.

Unit 4: Master Data

Topic: Master Data Installed Base


• Determine and change an installed base

You would like to support the solution landscape of your customer.

Therefore, you have to describe the customer’s installed base with two

different SAP systems (R/3 and CRM).

Handling of installed bases in the Solution Manager system

1.5. Change the installed base.

1.5.1. Search the installed base with the external ID SOL_MAN_DATA_REP.

1.5.2. Name the transaction to change the installed base.

______________________________________________________

1.5.3. What is the component type(s) of the installed base?

______________________________________________________

1.5.4. What is the number of the installed base?

______________________________________________________

1.5.5. What component number has the system TT5 Client 800?

______________________________________________________

1.5.6. How is the system TT5 identified?

______________________________________________________

1.5.7. Explain why.

______________________________________________________

______________________________________________________

______________________________________________________

1.5.8. List the business partners assigned to the system level of system TT5

(partner roles and names).

______________________________________________________

______________________________________________________

1.5.9. What is the difference between the assignment on system level and client

level?

______________________________________________________

______________________________________________________

Solutions

Unit 4: Master Data

Topic: Business Partner


• Create a business partner for the Message Processor

• Understand why you need a Sold-To-Party and a Key User

• Navigate in the transaction of the business partner

Two persons have to be created: a business partner (general) and an

employee. They can create and edit a support desk message.

Creation and determination of business partner in the Solution Manager system


1.1. Create a person as business partner (in role Employee) for the Message processor.


In the SAP menu, you will find the business partner via

Master Data Business Partner Maintain Business Partner

1.1.2. Create a person as business partner. Choose Create Person (F5). Choose

Employee as the role. Fill in all required fields of the business partner in the

Address tab.

Field Data Entry

First Name ##

Last Name AGENT


Street/House Number Neurottstr. 15a

Postal code/City 69190 Walldorf

Country DE

Region 08

1.1.3. Go to Identification and assign your relevant system user SM150-## to the

employee.

1.1.4. Save you entries (Ctrl.+S). Now you have created an employee.

Keep in mind the created key identifying number of the business partner created

by the SAP system.

1.2. Create a person as business partner (in role General) for the key user.


In the SAP menu, you’ll find the business partner using

Master Data Business Partner Maintain Business Partner

1.2.2. Create a person as business partner. Choose the Create Person button

(F5).

Field Data Entry

First Name ##

Last Name KEY_USER


Street/House Number Kurfürstendamm 196

Postal code/City 10707 Berlin

Country DE

Region Berlin.

Telephone number 030-59999

Extension ##

Fax number ##

1.2.3. Go to Identification tab and fill in the Identification Numbers.

1.2.4. Save you entries (Ctrl.+S). Now you have created a business partner.

1.2.5. What is the Identification Number of the business partner?

TT5 0120003411 800 SM150END-##

1.2.6. What is the purpose of this number?

The person with this business partner is related to the user in a specific satellite

system, for example, in TT5 / 800 user SM150END-XX. Because of the

relationship, the system automatically finds the partner for the Key User

function.

1.3. Determine a customer as the Sold-To-Party business partner type .

1.3.1. Search for the business partner 00Logosys General.

1.3.2. What roles are maintained for this business partner and why?

Role General, Sold-To-Party, Ship-To-Party, Payer, Bill-To-Party

If a Sold-To-Party is created, the other roles are automatically created as well.

These roles are needed for billing, shipping and so on.

1.3.3. What Sales Area is maintained for this business partner and what currency does

it have?

Sales Area: Sales with Distribution Channel 01

Currency: EUR

1.3.4. What kind of purpose does the Sold-To-Party have in CRM?

The Sold-To-Party is the main partner in CRM, which means, for example,. the

partner determination starts with this partner.

Unit 4: Master Data

Topic: Organizational Model


• Display the organizational model

• Assign an employee to a position in the organization model

An employee needs to be assigned to the organizational structure.

The employee is working on support desk team.

Assigning of an employee to a position in the organizational assignment


1.4. Assign your employee to the organizational structure.

1.4.1. Go to the organizational management.You’ll find it using menu path Master

Data Organizational Model Maintain Organizational Model or

choose transaction PPOMA_CRM. Here you can maintain the

organizational structure. Use the search functions in the left screen area to

search for the Service provider organizational unit. This organizational unit

is already created in the system.

1.4.2. Check which positions are available in the Service provider organizational

unit. Go to the 2nd

level support organizational unit. Choose the BC team

organizational unit.

1.4.3. Mark the BC team Employee position with a right mouse click. Choose

Assign. On the pop-up, select Owner Business partner with a double-click.

Search for your employee (created in the first exercise) and assign that

employee to the BC team Employee position.

1.4.4. Check the assignment in the assignment plan.

Unit 4: Master Data

Topic: Master Data Installed Base


• Determine and change an installed base

You would like to support the solution landscape for your customer.

Therefore you have to describe this installed base with two different SAP

systems (R/3 and CRM).

Handling of installed bases in the Solution Manager system

1.5. Change the installed base.

1.5.1. Search the installed base with the external ID SOL_MAN_DATA_REP.

1.5.2. Name the transaction to change the installed base.

IB52

1.5.3. What component type(s) does the installed base have?

Text components

1.5.4. What is the number of the installed base?

1

1.5.5. What component number has the system TT5 Client 800?

40

1.5.6. How is the system TT5 identified?

TT5 0120003411

1.5.7. Explain why.

To pull the right component in the ticket. With the identification, a unique

mapping between the satellite system and the support desk is guaranteed.

1.5.8. List the business partners assigned to the system level of system TT5

(partner roles and names).

Sold to Party Logosys General (49)

Administrator Tony Tecky (51)

1.5.9. What is the difference between the assignment on system level and client

level?

Because the Sold-To-Party and the administrator are the same for all

components; therefore, they are maintained on the highest level and is

inherited by the components beneath. Other partner functions could be

different for each client (e.g. contact person) therefore these should be

maintained on client level.

______________________________________________________

© SAP AG SMO150 – Service Desk Process 5-1

SAP AG 2008, SM150



Overview





Unit 7 Service Desk

Customizing

Unit 8 Monitoring



Manager

Appendix

Overview


SAP AG 2008, SM150

Service Desk Process: Unit objectives


Describe the Service Desk Process

Describe how to create a support desk message

Describe the process of solving a support desk

message


SAP AG 2008, SM150

Service Desk Process

Content:

Creating a support desk message

Solving a support desk message


SAP AG 2008, SM150

The Support Process

End User

Customer

Solution

Support

SAPSolution Manager

1

Creates Problem

Message

mySAP Enterprise

Portal

End users inform the relevant support unit working in SAP Solution Manager.


SAP AG 2008, SM150

How to Create a Support Message

If there is a problem in the system, stay in the transaction or the window where the problem emerged. Go to the menu and choose Help → Create Support Message.

An authorization check for users can be implemented with note 621927.

File attachments can be added to the support desk message – and later forwarded to SAP support.

The SAP Solution Manager automatically collects the relevant data from the connected satellite system.

Selected files and long texts can be changed with a BADI implementation.

Please use the BADI SBCOS001 (SE18/SE19) with the interface method PREPARE_FEEDBACK_BO.

There are the following other influencing parameters:

R/3 components (changeable)

Short text of the message (changeable)

Message priority (changeable)

PBO_TEXT(message long text as template for the user for creating a message)

PAI_TEXT (additional enhanced text after creating the message).

Using note 630978, there is also an additional check for texts (for example, display long text) possible.


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Attachment of Documents

You can attach any document type to the support desk message.


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System Environment

When the message is created using Help → Create Support Message, the system

environment is automatically attached.


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How to Create a Support Message

Press the Send button to finish

You will get the number of your Support Message that you have just created


SAP AG 2008, SM150

Overview of the Relevant CRM Master Data

Content:

Creating a support desk message

Solving a support desk message


SAP AG 2008, SM150

The Support Process

End User

mySAP Enterprise

Portal

Customer

SAP ServiceMarketplace

SAP

Solution

Support

SAPSolution Manager

1

Creates Problem

Message

Provides Solution Find

Solution

or

2

Search for

Solution

Customer‘s

Notes Database

Notes Database

Service Products

Best Practices DB

Now the Solution Support takes care of your message.


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Open the Service Message

Different ways to select/ open a service desk message.

DSWP CRM_DNO_MONITOR

Different ways to open a new message

Solution Manager Transaction: DSWP – Service Desk

Transcaction Monitor -> CRM_DNO_MONITOR

Global selection

Using user specific variants


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SAP Solution Manager: Support Desk Message

Transaction DSWP (Solution Manager)

Service Desk → Operations → Service Desk

Variant: Open Messages


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Transaction Monitor

Transaction Monitor

You can start the Transaction Monitor in the SAP menu using Service → Transaction

Monitor.

Or with transaction: CRM_DNO_MONITOR


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Transaction Monitor

Here you can set some special settings. Select Get Variant and choose the according

variant.

The transaction monitor can be used to monitor SLA times. Also, layout variants can be

individually customized.


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SAP Solution Manager: Service Desk Message

Locator Service Desk Message – Fast Entry Screen

The Locator contains different functions that allow to search for transaction types, tasks

or dates

The Locator can be switched off in order to enlarge the screen for the message

handling


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Fast Entry/ Transaction Data

Two different areas: Fast Entry and Transaction Data (contains more information)


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Message Processor

These screenshots shows how you can choose a possible message processor using

the F4 help.

Choose the F4 help to search for possible message processors. Confirm the search

using Enter.

Alternative: Just enter the message processor’s last name or the business partner

number


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Transaction Data: SAP Notes

The Transaction Data screen offers different tabs that provide individual functionality

Go to the SAP Notes tab page and press the Search button


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SAP Service Marketplace: SAP Notes Search

You can search for relevant notes in the SAP Marketplace.


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SAP Service Marketplace: SAP Notes

If you found a note concerning your problem you can attach the information directly to

the message


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Download SAP Note to Service Message

Download Note information to SAP Solution Manager

Select the note you would like to attach to the Service Message and press the Transfer

Data button.

The note number and the description will be copied to the message.


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Implement a Note using the Note Assistant

If you want to automatically implement the selected note through the SAP Note

Assistant (for example, in your development system to test the correction), you can

choose Note Assistant.


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Solution Database

Maybe you find a solution in the internal solution database of the SAP Solution

Manager. Move to the Solution Database tab page.

Select Search.

Prerequisite for this functionality is a configured and connected Search and

Classification Engine (TREX). For further information please look at transaction SPRO -

> SAP Solution Manager Implementation Guide -> SAP Solution Manager ->

Configuration -> Scenario-Specific Settings -> Service Desk -> Solution Database


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Search Inside the Solution Database

Define your search criteria (a short text of the support desk message is automatically

copied) and choose Enter.


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The Support Process

End User

mySAP Enterprise

Portal

SAP Active

Global Support

Customer


SAP

Solution

Support

SAPSolution Manager

1

Creates Problem

Message

Provides Solution Find

Solution

or

3

Forward Problem

Message

Provides Solution

4Provides Solution

2

Search for

Solution

Customer‘s

Notes Database

Notes Database

Service Products

Best Practices DB

In case the Solution Support can´t find a solution the message can be forwarded to

SAP.


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S-User Maintenance IMG

TA: SPRO

IMG → SAP Solution Manager → Basic Settings → SAP Solution Manager System

→ Authorizations/Users

Assign S-user for SAP Support Portal functionality

For several use cases like e.g. sending Service Desk messages to SAP and for

opening service connections it is necessary to assign a SAP Support Portal contact to

solution manager users who will communicate with SAP Support Portal via Service

Desk RFC-Destination. The contact you maintain corresponds to the S-user in SAP

Support Portal without 'S'. An S-User is a user ID for the SAP Support Portal. You

request your user ID for the SAP Support Portal via www.service.sap.com.

Activities

1. Enter a Solution Manager User in field "User".

2. Assign a SAP Support Portal contact (S-User without leading S) in field "Contact ".

For S-user authorization requirements, see: Configuration Guide SAP Solution Manager

7.0.


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Maintain the S-User

Maintain User and S-User number to forward messages to SAP

Insert the following data into one row:

User: Solution Manager User

Contact Person: S-User Number (without the S)


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Send Message to SAP 1/3

Return to the Overview tab.

Switch to Information for SAP.

Now enter the information directly or double-click on the textbox to enter the Text

Editor


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After entering the Information for SAP choose the Action „Send Message to SAP“ from

the Toolbox.

Save the message.


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You can see the referring SAP Service message number and the changed message

status.


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Secure Area Integration 1/5

After sending the message to SAP you can maintain the Logon Data for your System

via Action

Choose the action „Maintain SAP Logon Data“ from the Toolbox and Save the message


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Click on Display


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Choose the relevant System type


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Click on Create to enter the access data


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Fill in the required information


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Answer from SAP

Check manually for an update of your message at SAP


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Message Status

You can see that SAP Support has proposed an answer in the Message Status field.

For automatic update, a batch job has to be defined (program RNOTIFUPDATE01).


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Confirm Message

After getting the answer from SAP you can confirm the Message to SAP

Choose the action „Confirm Message to SAP“

Save message


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Confirmed Message at SAP

Move to the SAP Attributes tab page.

The status from the SAP Service message has changed.


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Complete the Message

Now you can solve the problem and complete the message by changing the Status to

“Confirmed”

The message is completed.


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Summary Process

Process and Functionalities

Now you will see a short summarize of the process

as well the according functionalities during the

different process steps.


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User Support

SAP

Support

Create

Message

Create Message

Easy creation of messages by end users from regular work area

-> Help -> Create Support Message

Short text / long text / priority

File attachments

Automatic collection of most important system data

Transaction code / program ID

Database version

Support Package level

Easy creation of messages with BSP application

Creation of messages via additional input channels

Key users can use SAP Solution Manager directly for message creation

Call-center, e-mail, Internet Customer Self Service, etc.


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Analyze Message

Automatic assignment of support organization

Several support levels possible

Identify existing service contract

Assignment of support employees for processing

Automated message assignment according to freely definable criteria

Message assignment to processor’s work list

Forwarding message to another processing group / processor

Automatic notification of processor

SAP

SupportSupportUser

Create

MessageAnalyze

Message


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Request Information

Further information can be requested from user, if collected system data is not sufficient for problem resolution

E-mail, telephone

User provides additional information

Telephone


Internet Customer Self Service (CRM ICSS)

Create

MessageAnalyze

MessageRequest

Information

User Support

SAP

Support


SAP AG 2008, SM150

Search for Solution

Know how of internal support employees

Integrated Customer Solution Database

Search for symptoms and solutions

Fast solution of recurring problems

Automatic documentation of problem solution

Build up your own Q&A database

SAP Service Marketplace

Trigger SAP Notes search directly in SAP Service Marketplace

Create

MessageAnalyze

MessageRequest

InformationSearch

Solution

User Support

SAP

Support


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Provide Logon Data

Send a message to SAP

Forward messages to SAP Support back office if your support organization cannot solve the problem

Bi-directional interface for forwarding messages and receiving solutions

No need to log on to SAPNet R/3 Frontend

Provide logon data

maintain logon data in secure area

Create

MessageAnalyze

MessageRequest

InformationSearch

Solution

Hand over

to SAPRequest

logon dataProvide

logon data

User Support

SAP

Support


SAP AG 2008, SM150

Solution Provided by SAP

Receive an answer from SAP

Message processing by SAP Active Global Support

Remote support integration

Application sharing between end-users, support employees and SAP Support back office experts

Automatic transfer of changes to the message status

Solution provided via SAP Notes

Create

MessageAnalyze

MessageRequest

InformationSearch

Solution

Hand over

to SAP

Provide

Solution

Request

logon dataProvide

logon data

User Support

SAP

Support


SAP AG 2008, SM150

Apply Solution

Note implementation

Automatic implementation of SAP Notes with SAP Notes Assistant

Verify solution

Testing

Evaluation of responsible employee

Send solution to end-user

Using output functions of service process (print, mail, fax) or ICSS

Transport changes to the productive environment

Software change management

Enter solution in solution database

Create

MessageAnalyze

MessageRequest

InformationSearch

Solution

Hand over

to SAP

Provide

SolutionApply

Solution

Request

logon dataProvide

logon data

User Support

SAP

Support


SAP AG 2008, SM150

Close and Confirm Message

Close and confirm message

End-user tests solution

The problem message is confirmed by the end-user Create

MessageAnalyze

MessageRequest

InformationSearch

Solution

Hand over

to SAP

Provide

SolutionApply

SolutionClose

Message

Request

logon dataProvide

logon data

User Support

SAP

Support


SAP AG 2008, SM150

Service Process: Unit Summary


Describe the Service Desk Process

Describe how to create a support desk message

Describe the process of solving a support desk

message

Exercises

Unit 5: Support Process

Topic: Service Desk


• Create a Service Desk message

• Edit Service Desk messages in the Transaction Monitor

• Forward a Service Desk message to SAP and receive the resolution

There is a problem in the system and you need to create a support

message. The help desk is working on a solution.

Creation of a Service Desk Message

At the employee’s desk:

1-1 Log on to the satellite system with your user SMO150END-##.

1-1-1 Imagine that you discover a problem in the system that you cannot solve.

1-1-2 Create a support message with following data:

Field Name or Data Type Value

Component SV-SMG-SUP-TST

Description Transaction XY is not working

Priority Medium

If you would like, you can add a screenshot of the error message.

1-1-3 Send the message to your internal service desk.

1-1-4 Write down the number of the message:

__________________________________________

1-1-5 Log off the system with your user SMO150END-##.

At the internal support desk of the help desk employee:

2-1 Log on to the system with your user SMO150-##.

2-1-1 Open the Transaction Monitor.

2-1-2 Choose the specific variant (All Open Service Desk Messages).

Execute the report (F8).

2-1-3 Choose your message using a double-click.

2-2 Search for a solution.

2-2-1 Minimize the locater. Use Minimal display and Maximal display.

2-2-2 Assign your business partner as message processor.

2-2-3 Change the status of the message to In Process. Save your entries.

2-2-4 Search for a note to solve the problem in the SAP Service Marketplace.

If you find a relevant note, transfer the information to the service message.

2-2-5 Search for a solution in the Solution Database.

2-2-6 You couldn’t find a solution. So forward the message to SAP. In order to do

this you need to access the text “ Information for SAP” in the Overview

tab. There you can enter the relevant information. Choose the action “Sent

message to SAP”. Press SAVE.

SAP has processed the message:

3-1 Review the status and answer. Choose transaction CRM_DNO_MONITOR.

3-1-1 Check the current status of your message.

3-1-2 Read the answer from SAP. You are happy with the answer. The problem can

be solved.

3-2 End of the process

3-2-1 Close the SAP Support Message.

3-2-2 Complete the Service Desk Message.

Making the item details of a support desk message visible:

In the Item Details of a support desk message it is possible to see the product that has been

assigned to the message. If the Item Details is not visible on bottom part the screen a

different screen profile needs to be assigned to the transaction type SLFN in customizing.

1. Go to Customizing (transaction SPRO, SAP Reference IMG). Choose the

following path:

Customer Relationship Management Transactions Basic Settings User

Interface Settings Assign Screen Profile

2. You will find the following settings:


Screen profile type SRVO

Transaction type SLFN

Screen profile SRV_SLFN_1

Start FCode SERVICE_START

3. Here you can change the Screen profile from SRV_SLFN_1 to SRV_ABA to see

the Item Data in the Service Process.

Solutions


Topic: Service Desk


• Create a Service Desk message

• Edit Service Desk messages in the Transaction Monitor

• Forward a Service Desk message to SAP and receive the resolution

There is a problem in the system and you need to create a support

message. The help desk is working on a solution.

Creation of a Support Desk Message

At the employee’s desk:

1-1 Log on to the satellite system with your user SMO150END-##.

1-2 Log on to the satellite system with your user SMO150END-##

1-1-1 Imagine that you discover a problem in the system that you cannot solve.

1-1-2 Create a support message with following data:


Component SV-SMG-SUP-TST

Description Transaction XY is not working

Priority Medium

To enter a Support Desk message, you can either double-click on the SAP

logo on the right top of the screen or choose the menu path Help Create

Support Message.

Enter a short description of the problem.

If you would like, you can add a screenshot of the error message. Choose

Add file … (Shift+F4) in the Create Message pop-up.

1-1-3 Send the message to your internal support desk. Choose Save / Send

(Ctrl+S).

1-1-4 Write down the number of the message you created:

___________________________________________

1-1-5 Log off the system with your user SMO150END-##.

At the internal support desk of the help desk employee:

2-1 Log on to the system with your user SMO150-##.

2-1-1 Open Transaction Monitor. Choose transaction CRM_DNO_MONITOR.

2-1-2 Choose the specific variant (All Open Service Desk Messages).

Select Get variant (Shift+F5). Execute the report (F8).

2-1-3 Choose your message using a double-click.

2-2 Search for a solution.

2-2-1 Minimize the locater. Use the Minimal display and Maximal display

buttons.

2-2-2 Assign a message processor. Choose your business partner using the F4 help

in Message Processor.

2-2-3 Change the status of the message to In Process. Choose the dropdown list

for Status Open. Save your entries.

2-2-4 Search for a note to solve the problem in the SAP Service Marketplace.

Choose Transaction Data. Go to SAP Notes. Using Find Note, you can jump

to the SAP Service Marketplace to search for relevant SAP notes. If you

find a relevant note, transfer the information to the service message.

2-2-5 Search for a solution in the Solution Database. Go to the Solution Database

tab and search for a solution using Search SDB.

2-2-6 You cannot find a solution. So forward the message to SAP. In order to do

this you need to access the text “ Information for SAP” in the Overview

tab. There you can enter the relevant information. Choose the action “Sent

message to SAP”. Press SAVE.

2-2-7

SAP has processed the message:

3-1 Review the status and answer. Choose transaction CRM_DNO_MONITOR.

3-1-1 Check the current status of your message.

3-1-2 Read the answer from SAP. You are happy with the answer. The problem

could be solved.

3-2 End of the process

3-2-1 Close the SAP Support Message.

Choose Actions and Confirm Message to SAP.

3-2-2 Complete the message by changing the User status to Confirmed.

© SAP AG SMO150 – Service Desk Actions 6-1

SAP AG 2008, SM150



Overview





Unit 7 Service Desk

Customizing

Unit 8 Monitoring



Manager

Appendix

Overview


SAP AG 2008, SM150

Service Desk Actions: Unit Objectives


Describe the processing of actions

Describe the configuration of actions

Use the action monitor to launch actions


SAP AG 2008, SM150

You want to set up your business scenario in a

way that under certain circumstances follow up

processes will be triggered automatically or

manually

Dependent on the method of communication

agreed with your customers, you want to send

them order confirmations by either letter, fax or

e-mail.

Actions: Business Scenario


SAP AG 2008, SM150

Condition:Action:

Send email to

Key-/Enduser

Ticket is in Status ‘New’

Create follow-up

activity, e.g., phone

call

Two weeks before

contract end

Create follow-up

contractTarget value reached

Send printed order

confirmation

Ticket

Contract

Order Order complete and

without errors

Examples for Actions

Actions use the Post Processing Framework (PPF), a Basis component, which can be

automated with the initiation of outputs, follow-on documents or workflows.

Using the Actions tab page within a business document, you can display a list of actions

that can be included in the business transaction.


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Processing Actions – Process Flow

Start ConditionStart Condition

Action Profile

Action

ScheduleSchedule

ConditionCondition

ScheduleSchedule

AutomaticallyAutomatically

Processing Timeimmediately

when saving

selection report

Action List

Toolbar (manually)

F4 (manually)

active

inactive

yes

no

fulfilled

fulfilled

Actions can be freely defined according to the demands of your company’s processes

Conditions can be time dependent using dates and date rules (date profile)

Transaction Type Item Category

Processing Type• Smart Form

• Workflow

• Methods

An action profile is determined from the corresponding transaction type or item

category.

Actions are stored as action definitions within an action profile.

You can control action processing using different settings and parameters:

Action changeable or executable in dialog

Action displayed in toolbar (SAP GUI)

Processing time (when saving the document or via selection report)

Partner dependence

Determination technique

Action merging

Processing types (with entry of the desired form name)


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Conditions

Start ConditionStart ConditionSchedule ConditionSchedule Condition

The schedule condition decides

whether an action should be

scheduled for processing. An action

is therefore generated only if the

schedule condition is met.

The start condition is checked

before the action is executed.

The action is executed only if

the start condition is satisfied.

Ticket has

priority ‘Very

high’

Ticket Ticket Email to Service

Manager

There are two modes available for defining conditions:

Mouse-oriented PC mode

Direct text entry mode (traditional)

User settings can be made to change between both modes.

When editing conditions, you can use expressions and constants and connect them

with operators, for example, Status = 'in process'.

Conditions can be checked for proper syntax and tested.


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Processing Time

Processing Time

Immediately When saving Selection report

Complaint

Send to SAP

Ticket

Subsequent item

Credit Memo

Sales Order

If you select Immediately as the processing time, the action is started as soon as the start condition is

fulfilled.

Example: Generate credit memo item.

If you select Processing when saving the document, the action is started when the document is saved.

Example: After posting an order, an order confirmation is sent immediately by mail

If you select Processing using the Selection Report, the action is started after a selection report is

executed if the start condition has been fulfilled.

Example: All faxes are to be sent at night in a backround run.

Actions are displayed in transaction documents that support actions and to which an action profile is

assigned. You can display a list of actions scheduled for the document on the Actions tab page of a

transaction document. The following information is displayed in the list for each action:

Status (action scheduled, action processed)

Description (purpose of action)

Conditions (settings for action definition and conditions are displayed)

Creator, Creation date


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Processing Medium

Release procedure for

quotation depending on

net value

ProcessingProcessing TypeType

Smart FormsSmart Forms WWorkfloworkflow MethodsMethods

Sales Order

Sales Call

Quotation Opportunity

Task

EE--MailMail

SAP Smart Forms must be used to print, e-mail or fax documents such as an order

confirmation.

Actions can create an event to start a workflow.

Methods are Business Add-In (BAdI) implementations. You can define your own BAdI

implementation to adapt actions to your processes and needs.

(EXEC_METHODCALL_PPF is the relevant BAdI.)

Examples for standard methods include the following:

CRM_DNO_NOTIF (Create/Update Support Message for the CRM Transaction)

CRM_DNO_ORDER (Create Order from Support Message)

CRM_DNO_SEND_TO_SAP (Send Message to SAP)

CRM_DNO_REFRESH_NOT (Compare Message with SAPNet and Update)

CRM_DNO_QUITT_NOTIF (Confirm Notification)

CRM_DNO_PARTNER_1 (Partner Determ. CRM Transaction Using WF Rule Incl. ABA Data)


SAP AG 2008, SM150

Address,

Ship-to party

Enterprise data

General data

Order items

Quotation item

Output Layout

Use SAP Smart Forms to design your forms

You can use the graphics tool, SAP Smart Forms, to design the layout of output forms.

SAP delivers several Smart Forms for outputs in SAP CRM:

Form CRM_DNO_ORDER_SERVICE_01 (suitable for faxes, letters, and e-mail)

Form CRM_SLFN_ORDER_SERVICE_01 (suitable for faxes, letters, and e-mail)

SAP Smart Forms offer the advantage of adapting forms without requiring programming

knowledge, thanks to a completely graphical user interface.

When you request a printout of a form, the application program obtains the relevant

data to be used and prints it on the form. Data retrieval and form logic are separated

from one another.

SAP Smart Forms replace SAPscript forms (migration from SAPscript forms to Smart

Forms is supported).


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Action Monitor

The action monitor gives you an overview of all planned actions and

their status

You can trigger repeat action processing and display output (preview)

You can use the action monitor to monitor and trigger the processing of actions for

several documents.

The action monitor program, RSPPFPROCESS, originates from the Post Processing

Framework (PPF). You can use this program to check processing for all actions (for

example, output, follow-on documents).

When you use the action monitor, you can obtain an overview of which actions have

been issued successfully. The Status column displays whether the action is not yet

processed, processed successfully, or processed with errors.

As soon as the processing time Processing by selection report for an action is set in

Customizing (for example, an output), you can select the actions with this program and

initiate their processing.

It can also make sense to use the action monitor to process actions with the processing

time When Saving, for example, if time-dependent conditions have been fulfilled after a

certain time without any changes to the document. The program should be executed

regularly so that actions are also started in these cases.


SAP AG 2008, SM150

Workflow versus Actions

Workflow Actions

Workflow settings required

Processes complex scenarios with

multiple steps and systems

Triggered by events, actions,

Customizing, or programming.

Workflow requires a commit work.

No separate planning and start

condition

Used with organizational

management

Creates work items in Business

Workplace

Workflow settings not required

Processes single steps in a single

CRM system

Triggered by Basis PPF, which

does not require commit work

Flexible planning and start

conditions

Used independently of

organizational management

Used independently of Business

Workplace

Appropriate for date-driven

processes

SAP Business Workflow is an SAP Basis component. In the SAP CRM system, SAP

Business Workflow definitions and functions can be found under Architecture and

Technology → ABAP Workbench → Workflow.

Actions are part of the Post Processing Framework and therefore are Basis

functionality. In SAP CRM, actions can be defined in Customizing (Customer

Relationship Management → Basic Functions → Actions).


SAP AG 2008, SM150


Explain the processing of actions

Describe how actions are configured

Describe the structure and layout of outputs

Use the action monitor to launch actions

Service Desk Actions: Unit Summary


SAP AG 2008, SM150

Appendix: PPF

Post Processing Framework (BC-SRV-GBT)

Purpose

The Post Processing Framework (PPF) provides SAP applications with a uniform interface for the condition-dependent generation ofactions (for example, printing delivery notes, faxing order confirmations, or triggering approval procedures). The actions are generated if specific conditions occur for an application document. They are then processed either directly or later.

One month before the expiry of a quantity contract, the sales employee responsible receives a reminder to make a telephone call in their inbox. The purpose of the telephone call is to discuss a new contract.

The following graphic illustrates the function of the PPF:

Integration

The PPF is part of the SAP Web Application Server and can be used by the applications. It is the successor to Message Control and offers a wider functional scope, more simple connection to the applications, and greater flexibility.

Features

The PPF provides tools for the scheduling, starting, and monitoring of actions. Determination, generation, and processing of actions can either take place automatically or with user interaction.

The PPF provides an evaluation of modifiable conditions for action determination. The application can set the determination technology, with which the conditions are evaluated, according to its requirements, or use its own determination technology.

The PPF provides processing types which take over the execution of various actions:

Printing, sending e-mails, and faxing with Smart Forms

Starting a workflow

Starting a Business Add-In

The processing types can be adopted by the application, adapted to meet the requirements of the application, or replaced with the application’s own processing types.

The PPF additionally provides tools for the administration of actions. It also provides an action overview with status display, determination logs, and processing logs. The overview can be included in the application as a subscreen.

Exercises

Unit 6: Actions

Topic: Creating an action to send an email


• Create an action to send emails

• Schedule the action

Emails should automatically to be sent to the reporting person from a

Service Desk message.

Creating an action

At the Solution Manager system:

1-1 Log on to the Solution Manager system with your user SMO150-##.

1-2 Create a new action.

1-2-1 Go to action customizing using transaction SPPFCADM and use the

following data:


Application CRM_ORDER

Action Profile SLFN0001_ADVANCED

1-2-2 Define a new action.


Action Definition Z_SEND_MAIL_VIA_ACTION##

Description Action_to_send_mail_##

Action Settings Schedule Automatically

Deactivate all others

Partner Determination Partner Dependent

Partner Function: SLFN0002

Action Merging Max. 1 action for each definition

Tab: Action Description Enter a description

1-2-3 Specify processing types for the new action.


Permitted Processing Type Smart Forms Mail

Form Name CRM_REMINDER_MAIL_01

Processing Class CL_DOC_PROCESSING_CRM_ORDER

Processing Method CRM_ORDER_EXEC_SMART_FORM

1-2-4 Save your action.

1-2-5 Go back to the overview of action profiles.

1-3 Configure conditions for the action (transportable conditions)

1-3-1 Switch technical names of Action Profiles on.

1-3-2 Choose Action Profile SLFN0001_ADVANCED.

1-3-3 Create a new Action Definition by picking your action

Z_SEND_MAIL_VIA_ACTION## from the drop down list.

1-3-4 Define a new start condition.


Name Send_Mail

Click on the empty field to define new condition

CRM Service Process User Status

=

Constant E0002 of User Status Profile SLFN0001

1-3-5 Confirm via

1-3-6 Save the condition.

1-3-7 Go back and save your action.

You have now created a new action belonging to the action profile SLFN0001_ADVANCED.

Solutions

Unit 6: Actions

Topic: Creating an action to send an email


• Create an action to send emails

• Schedule the action

Emails should automatically to be sent to the reporting person from a

Service Desk message.

Creating a new action and defining start conditions

For a detailed description on how to define actions and including those in your Service

Desk process please find SAP Note 691303. It contains a step by step SAP Tutor

session.

© SAP AG SM0150 – Service Desk Customizing 7-1

SAP AG 2008, SM150


Unit 7 Service Desk

Customizing

Unit 8 Monitoring



Manager



Overview




Appendix

Overview


SAP AG 2008, SM150

Service Desk Customizing: Unit Objectives


Describe the interaction of basic notification and

CRM Service Transaction

Identify the different customizing settings

Perform the customizing settings for basis

notification and CRM Service Transaction


SAP AG 2008, SM150

Service Desk Customizing

Content:

Customizing of Basic Notification

Customizing of CRM Service Transaction


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Support Desk system

Components and Business Objects Overview

Support desk message

SLFN

(CRM service

transaction)

Customer

System

Customer

System

SAP Online

Service System

(OSS)

Support message SLF1

(ABA notification)

Two business objects must be maintained in the support desk system.

ABA (Basic) notification (will be used as data storage for data from the customer systems and for

communication with the SAP OSS)

CRM service transaction


SAP AG 2008, SM150

Support Desk system



(ABA notification) Number Range

Priorities

Text Segment Types

Action Profile


SLFN

(service transaction)

Two business objects must be maintained in the support desk system

ABA notification (will be used as data storage for data from the customer systems and for

communication with the SAP OSS)

Service transaction.


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Define Number Ranges ABA Notifications

Transaction: DNO_NOTIF to define the number ranges

Transaction: DNO_CUST01 to assign the number range

If number range of CRM transaction should be equal to ABA

notification

Internal Number range of ABA-notification must be equal to external

number range of CRM transaction

To assign the number range to the aba notification choose notification type SLF1 and

press the „Detail“ button (CTRL+Shift+F2). On the following screen you can assign the

number range to the basic notification


SAP AG 2008, SM150

Priorities in ABA Notification

Transaction DNO_CUST01

Priority 1 – 4 must not be changed

Will be transferred to CRM transaction!

Do not change the priority 1-4 because it is needed.


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Text Segment Types

Text Segment Types 01 – 99 will be used for replication with the

service transaction CRM (through action at saving event)

Do not change the number of the Text Segment Types

Transaction: DNO_CUST01


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Attributes of Text Segment Types

Attributes of the text segment types are allowed to be changed

(but not recommended)

Example 1: If a text is changeable

Example 2: Transfer to OSS


SAP AG 2008, SM150

Action Profile

Needed for replication with service transaction

Transaction: SPPFCADM

Choose application DNO_NOTIF

Presse Button „Define Action Profile and Actions“


SAP AG 2008, SM150

Action Profile

Standard for ABA notification with service transactions

Will create / change service transaction in CRM


Choose the Action profile „SLFN0001_Standard_DNO“


SAP AG 2008, SM150

Action Definition

Action definition that belongs to Action Profile „SLFN0001_STANDARD_DNO“


SAP AG 2008, SM150

Processing Type

Processing Type settings for Action „Create/Change Basis message from CRM

Transaction“ -> is responsible for creating a CRM service transaction


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Processing Type

Processing parameter for the following CRM service transaction


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Assignment of Action Profile to basic notification

Action profile must be assigned to notification type SLF1

Transaction DNO_CUST01

Assignment of Action profile to ABA (Basic) notification SLF1


SAP AG 2008, SM150

Overview of the Relevant CRM Master Data

Content:

Customizing of Basic Notification

Customizing of CRM Service Transaction


SAP AG 2008, SM150

Support Desk system



(ABA notification)Customer

System

Customer

System

SAP Online

Service System

(OSS)


SLFN


Two business objects must be maintained in the support desk system.

ABA notification (will be used as data storage for data from the customer systems and for

communication with the SAP Net R/3 Frontend)

CRM Service transaction (will be used for the Support Desk Scenario)


SAP AG 2008, SM150

Support Desk system


Transaction-Type


SLFN


Action Profile

Text Determination

Procedure

Partner

Determination

Status Scheme

Organizational Data

Date Profile

Number Ranges

Priorities

Categories


(ABA notification)

All possible settings for the CRM service transaction can be found below the according

Transaction Type (in this scenario the transaction type SLFN)


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Define transaction type:

Transaction attributes and characteristics:

Controlling attributes

Leading business transaction category

Assign business transaction categories

Additional business transaction categories

Dependent of leading business transaction category

Customizing at header level:

Different settings according

to business transaction category

Service Process Customizing: Header

The standard transaction type for support message is SLFN. You can define your own

transaction types in Customizing. For each transaction type, you can define the different

attributes that are required for a business process.

Attached to Transaction Type:

Text determination procedure

Partner determination procedure

Status profile

Organizational data profile.

Date profile

Action profile

Number range

Early number assignment: The number is created before saving the transaction.

Increment item number

Each transaction type is assigned to a leading business transaction category. Service

transaction is a business transaction category of its own.


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Leading Business Transaction Category

Contract Determination

Procedures and Profiles

Service Transaction Type

Each transaction type has a key and a long text.

The Leading Business Transaction category specifies the leading business context in

which a transaction type can be used.

Status object type: If this field is empty, the status object type COI is chosen for the

item and the status object type COH for the header.

Contract determination:

No contract determination

Item level, assign if one corresponding contract found: For service contracts, the system searches for

contracts that exist for the specific customer, and for the reference object, sales organization,

distribution channel, and, if applicable, the service organization for which the service order is issued.

Item level, display all corresponding contracts

You have the option of using the BAdI definition CRM_SERVICE_CONTRACT to include BAdIs

(BAdIs for service contract selection), which you can use to provide your own selection criteria or to

limit the selection criteria delivered by SAP.


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Service Type SLFN

TA: SPRO

IMG → SAP Solution Manager → Scenario-Specific Settings → Service Desk → General Settings →Define Transaction Types

Choose Transaction Type SLFN and press the button „Detail“ (or just double-click)


SAP AG 2008, SM150

Define Text Determination Procedure

IMG: SAP Solution Manager → Scenario-Specific Settings → ServiceDesk → Text Determination Procedure → Define Text Determination Procedure

The key has 4 digits starting with SUxx. It is to by synchronized with the ABA notification

Do not change!

Additional texts are possible

Select Text Object CRM_ORDERH


SAP AG 2008, SM150

Text Determination Procedure: Details

Attributes of the text segment types are allowed to be changed

(but not recommended)

Example : text is changeable/ only additional text allowed

Example : text entry is obligatory

Possible settings for text types


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Define Partner Determination Procedure

IMG: SAP Solution Manager → Scenario-Specific Settings → Service

Desk → Partner Determination Procedure → Define Partner

Determination Procedure

Transaction SPRO

Contains all partner functions in procedure

Partner Determination Procedure SLFN0001

You can use the existing partner functions or create new one


SAP AG 2008, SM150

Partner Determination Procedure

The partner determination procedure consist of three

different levels where settings can be made

Partner det. proc.

Procedure user

Partner functions

in Procedure

User interface settings

Transaction category – Sales, Service, Opportunity

Which partner function?

Obligatory partner?

Automatic determined?

Changeable?

Which partner in what order shall be displayed at

the Fast Entry Screen?

IMG: SAP Solution Manager → Scenario-Specific Settings → Service Desk → Partner

Determination Procedure → Define Partner Determination Procedure


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Partner Determination

By using access sequences it is possible to determine partner

functions automatically by the system. This determination is

mainly based on a main partner function that again leads to an

automatic detection of the according partner.

Team BCMember of

Support Agent

New Problem

Message

Team BC

added

automatically

Example for automatic partner determination


SAP AG 2008, SM150

Partner Determination – Support Team

Standard: Partner Function Support Team will be automatically

determined when service transaction is created

Access Sequence is set to 0600 (Support team through organizational

model)

Other way (more flexible): through action profile → service

transaction is saved

Access sequence must be kept empty

Advantage: Assignment of rules to determine the partner required

(for example, dependent from SAP component or category)


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Define Status Schema


Desk → Status Profile → Change Status Profile for User Status

Transaction SPRO


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Define Organizational Data Profile

IMG: CRM → Master Data → Organizational Management →Organizational Data Determination → Change Rules and Profiles →Maintain Organizational Data Profile

Transaction SPRO

The different rules can be maintained in Transaction PFAC

Further settings for the organizational model can be done under IMG: SAP Solution

Manager → Scenario-Specific Settings → Service Desk → Organizational model


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Define Date Profile


Desk → Date Profile → Define Date Profile

Transaction SPRO

Date Profile: SLFN_HEADER

Date rule (FROM today TO today + 3 days)

Date Profile SLFN_HEADER


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Define Number Ranges for CRM Transactions

IMG: CRM → Transactions → Basic Settings → Define Number

Ranges

Transaction SPRO

The number range object CRM_SERVIC can also be maitained in Transaction SNRO.


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Define Number Ranges for CRM Transactions

IMG: CRM → Transactions → Basic Settings → Define Number

Ranges

Transaction SPRO

If number range of CRM transaction should be equal to ABA

notification

External number range of CRM transaction must be equal to internal

number range of ABA-notification

Transaction SNRO


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Sales

Document pricing procedure

Service

Subject Profile

Transaction Type for Handheld confirmation

Business Activity

Default values

Business Transaction Category: Header

A business transaction type is assigned to one or more business transaction categories (for example,

service). The business transaction category defines the business context in which the transaction type

can be used (for example, service, sales, activity). One business transaction category always is the

leading business transaction category. This is not related to other business transaction categories in a

hierarchical sense, but displays a preference.

For a Service Transaction, you must assign the business transaction categories Activity and Service

Transaction. Sales Transaction is optional but necessary for pricing.

For a Service Confirmation, you must assign the business transaction categories Activity and Service

Confirmation. Service Transaction and Sales Transaction are optional.

The document pricing procedure is used to determine the pricing procedure.

The subject profile is a grouping of code group profiles from different catalogs. This can be done on a

structured basis, which enables the creation of a hierarchy.

The transaction type for confirmation is selected when a confirmation is entered using handheld devices.

Business Activities: default values for Priority, Category, Destination and Direction. Processing the Task,

Calendar, and Subject profile fields has no effect because these fields are not used in Service.


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Assigned Business Transaction Categories

Business Transactions Category

Assigned Subject Profile

Select the Transaction Category BUS2000116 and choose the option „Customizing

header“

Now you can change the Subject Profile assigned to the leading Business Transaction

Category (default: SLFN0001)


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Priorities in CRM Transactions

Transaction SPRO

IMG: CRM → Transactions → Settings for activities → Maintain

Categories, Goals, and Priorities → Maintain Appointment Priorities

Can be more than the standard delivery (Priority 1 – 4)

Priority 1 – 4 must not be changed


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Action Profile

Needed (for example, for replication with basis notification


Standard application: CRM_ORDER

Standard profile: SLFN0001_ADVANCED


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Action Definitions

Fax / E-mail / Printout

Communication with SAP

Replication with basis notification

Action definitions that belong to the action profile „SLFN0001_ADVANCED“


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Details of Action: Partner Determination

Partner Determination rule from Workflow

Standard: AC13200137

Can be exchanged or adapted

In transaction PFAC you can maintain the rules


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Header

Data

Entering a Service Process

The Item Detail can be made visible using a customizing setting.

Transaction SPRO:

Customer Relationship Management → Transactions → Basic Settings → User

Interface Settings → Assign Screen Profile

Choose

Screen profile type SRVO

Transaction type SLFN

Screen profile SRV_SLFN_1

Start FCode SERVICE_START

Change the Screen profile from SRV_SLFN_1 to SRV_ABA (Service SM) to

see the Item Data in the Service Process.


SAP AG 2008, SM150

Header

Data

Item

Data

Entering a Service Process with Item Data

There are three different views for the service process. The Fast Entry view contains header data and an item, the Item Detail view contains only item data, and the Transaction Data view contains only header data.

Fast Entry view: The header data in the upper screen area contains a transaction number, a transaction description, a pushbutton for changing the status, the most important partners, dates, and some additional information for the entire service process. You can enter an item in the lower screen area of the Fast Entry view. If you want to enter additional items, you can do so in the Item Detail view.

Item Detail view: In the upper screen area of the Item Detail view, you see the four tab pages Overview, Services, Spare Parts and Sales. Detailed information about the individual item (for example, status, prices, partner and dates) is available on the tab pages in the lower screen area.

Transaction Data view: In the Transaction Data view, you can see detailed information about the header data, for example, organizational data, status, partner data.

You can use the following partners in the service process: Sold-To Party, Service Group, Contact Person, Service Recipient/Ship-To Party. If you want to use billing, you must also specify a Bill-To Party and a Payer.


SAP AG 2008, SM150


Describe the interaction of basic notification and

CRM Service Transaction

Identify the different customizing settings

Perform the customizing settings for basis

notification and CRM Service Transaction

Service Desk Customizing: Unit Summary

Exercises


Topic: Configuration Support Desk


• Describe customizing settings for the ABA notification

• Describe customizing settings for the CRM service transaction

Configure the SAP support desk

Configuration ABA notification

1-1 Go to transaction DNO_NOTIF.

1-1-1 How many intervals are defined?

_____________________________________________________________

1-1-2 Which interval has an internal number assignment? Why?

_____________________________________________________________

1-2 Go to transaction DNO_CUST01.

1-2-1 What application belongs to notification type SLF1?

_____________________________________________________________

1-2-2 What action profile?

_____________________________________________________________

1-2-3 What text elements are possible?

_____________________________________________________________

1-3 What actions are defined for the notification SLF1?

_________________________________________________________________

1-4 When and how will the action SLFN0001_STANDARD_DNO be triggered?

_________________________________________________________________

Configuration CRM service transaction

1-5 Go to the customizing of the service transaction. Which path in the IMG did you

choose?

_________________________________________________________________

1-6 What different statuses are possible?

_________________________________________________________________

1-7 What partner roles exist?

_________________________________________________________________

1-8 What number ranges were assigned?

_________________________________________________________________

1-9 What actions are defined for the CRM service transaction?

1) ______________________________________________________________

2) ______________________________________________________________

3) ______________________________________________________________

4) ______________________________________________________________

5) ______________________________________________________________

6) ______________________________________________________________

7) ______________________________________________________________

8) ______________________________________________________________

1-10 What are the differences between the two transaction types (ABA / CRM)?

1) ______________________________________________________________

2) ______________________________________________________________

3) ______________________________________________________________

Solutions


Topic: Configuration Support Desk


• Describe customizing settings for the ABA notification

• Describe customizing settings for the CRM service transaction

Configure the SAP support desk.

Configuration ABA notification

1-1 Go to transaction DNO_NOTIF.

1-1-1 How many intervals are defined?

There are two intervals defined:

From number To number Current number External

000010000000 000019999999 10000419

000020000000 000029999999 0 X

1-1-2 What interval has an internal number assignment? Why?

The support desk contains the basic notification (ABA-Notification) and the

support desk notification (CRM transaction). The ABA-Notification has an

internal number range. The support desk notification has an external number

range. Both notification types require the same number ranges. Therefore, it

is necessary that the internal number range of the ABA-Notification refers

to the external number range of the support desk notification in CRM.

The prerequisite is the notification that is created either by using Help

Create Support Message or by creating the support message using CRM

(new CRM transaction SLFN).

1-2 Go to transaction DNO_CUST01

1-2-1 What application belongs to notification type SLF1?

The name of the application is DNO_NOTIF.

1-2-2 What action profile?

The action profile is SLFN0001_STANDARD_DNO.

1-2-3 What text elements are possible?

The following text elements are possible:

Reply to Notification

Internal Note

Reply to Notification from SAP

Information about Notification for SAP

Information about Notification from SAP

Notification Description

Telephone Call at SAP (Logged by SAP)

Delay in Processing the Notification at SAP

System Data

Telephone Call from SAP (Logged at SAP)

1-3 What actions are defined for the notification SLF1?

Choose notification type SLF1, select Details. Remember the name of the Action

Profile. Go to transaction SPPFCADM . Choose application DNO_NOTIF. Choose

Define Action Profile and Actions. Mark the remembered Action Profile and choose

Action Definition using the Dialog Structure. Here you’ll find the action:

SLFN0001_STANDARD_DNO and SLFN0001_STANDARD_DNO_CHECK

1-4 When and how will the action SLFN0001_STANDARD_DNO be triggered?

The actions are automatically triggered by the system. The action triggers when the

basis notification is saved.

Configuration CRM service transaction

1-5 Go to the customizing of the service transaction. Which path in the IMG did you

choose?

Go to IMG: choose path Customer Relationship Management Transactions

Basic Settings Define Transaction Types.

1-6 What different statuses are possible?

Choose customizing path Customer Relationship Management Transactions

Basic Settings Define Transaction Types. Choose the transaction type SLFN,

choose Details. Note the name of the status profile: Support Desk Status Schema.

Choose customizing path Transactions Basic Settings Status Management

Define Status Profile for User Status. Choose status profile SLFN0001 and choose

Details. Here you’ll find the different status:

New

In process

Customer Action

Sent to SAP

Proposed Solution

Confirmed

1-7 What partner roles exist?

Go to IMG, choose path Customer Relationship Management Transactions

Basic Settings Define Transaction Types. Here you can find the Identification of

a Partner Determination Procedure: SLFN0001.

Go to the IMG: Customer Relationship Management Basic Functions Partner

Processing Define Partner Determination Procedure. Mark the procedure

SMSD0002. In the dialog structure, double-click on the Partner Functions in

Procedure. Here you’ll find the partner functions:

Sold-to Party (CRM)

Administrator (CRM)

Key User (CRM)

Support Team (CRM)

Message Processor (CRM)

1-8 What number ranges were assigned?


Basic Settings Define Transaction Types. Choose transaction type SLF1 and use

Details. In the section Transaction/Activity/Numbering, you’ll find the number

ranges: 01 and 02.

1-9 What Actions are defined for the CRM service transaction?


Basic Settings Define Transaction Types. Choose transaction type SLF1 and use

Details. Choose the Action Profile: Service Procedure Support Desk

SLFN0001_ADVANCED.

Go to transaction SPPFCADM. Choose Application CRM_ORDER Define

Action Profile and Actions: Action Profile SLFN0001_ADVANCED. Choose

Action Definition.

1. Display SAP Action Log

2. Automatically Confirm Message at SAP

3. Confirm Message to SAP

4. Close Message in Ext. Service Desk

5. Create Change Document

6. When message is created, find support team responsible

7. E-Mail to Message Creator

8. Print Message

9. Maintain SAP Logon Data

10. Send Message to SAP

11. Send to External Service Desk

12. Call Solution Manager Diagnostics

13. Send Solution to External Service Desk

14. E-Mail to Message Creator (Extended)

15. Synchronize with Ext. Service Desk

16. Open System for SAP

17. Create/Change Basis Message from CRM Procedure

18. Update SAP Message

1-10 What are the differences between the two transaction types?

1) Different applications: DNO_NOTIF and CRM_ORDER

2) Different action profiles: SLFN0001_STANDARD_DNO and

SLFN0001_ADVANCED

3) Different partner functions

© SAP AG SMO150 – Monitoring 8-1

SAP AG 2008, SM150



Overview





Unit 7 Service Desk

Customizing

Unit 8 Monitoring



Manager

Appendix

Overview


SAP AG 2008, SM150

Monitoring: Unit Objectives


Describe the possibilities to report on Service

Desk messages

Using the different selection reports

Create user based monitor variants


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Service Desk Reporting

Transaction DSWP – Operations – Solution Reporting – Service Desk


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Analyze Service Desk Message

Selection Screen


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Typical Questions to be answered by Service Desk Reporting:

How many incidents were reported?

For a given time intervall, per organization, per SAP component

How long did it take to complete incidents?

Overall and specific

How many were solved with the internal solution database? How

many with SAP notes? How many with help from SAP?

How many were converted into how many change requests?

How is the satisfaction of end-users?

Which incidents are in process/completed ...?

By service desk employee/organization


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Content

Reporting about Service Desk Messages assigned to a solution

Analysis Type (Business Partner, Status, Solution Infomation)

Time Interval

System Data (System/IBase, Installtion number)

Business Partner

Message Attributes (Priority, Category, Component, Status, ...)

Grouping

Period (Weekly, Monthly, Annually, ...)

Status

Component

Category


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Functionality And Features – Solution Reporting

Key features for all reporting tools:

Similar Layout (report with selection screen)

Same Layout for Output (ALV list)

Variants can be saved (Solution dependend, independent)

Batch execution with document upload

Upload function for other documents (Word, Excel, ...)

All features available in transaction solution_manager_bsp

Tested with Internet Explorer only

Filter functionality for documents

Archiving functionality for documents


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Where to Find the Transaction Monitor

You can start the Transaction Monitor in the SAP menu using Service → Transaction

Monitor or choose transaction CRM_DNO_MONITOR.


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Transaction Types

You can use the User Variant function to maintain a variant U_ <username>. This

variant is automatically included when calling the report transaction.


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Selection Criteria Supervisor

Mine: All my orders where I‘m assigned as processor

My Department‘s: all orders, where I am or my colleagues of my organizational unit are

assigned as message processor (inclusive mine!)

My Colleagues: all orders, where the colleagues of my organizational unit are assigned

as message processor (without mine)


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Supervisor in the Organizational Structure


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Selection Variant Transaction

Save your variant in the Transaction Monitor Service Processes.


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Creating parameter transaction

Via transaction PFCG you can create a role specific parameter transaction, and it will be automatically

assigned to the role.

Press the button ‚Report‘

Select ‚ABAP report‘

Report name: CRM_DNO_SERIVCE_MONITOR

Variant: Your own defined variant

optional: Skip selection screen


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Settings of the Business Transactions

Select Settings.


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Settings

Make sure that your user has the same settings as shown here and on the following

worksheets.


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Settings

A transaction type defines the characteristics and attributes of a business transaction

(for example, sales order, service request, sales call), and specifies the control

attributes (for example, text determination procedure, partner determination procedure,

status profile, organizational data profile).

SLFN Service Desk Message

SLFV Service Desk Contract


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Display Service Desk Message


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Open a Specific Message

You can also access specific Service messages if you know their number. Choose

Open and enter the message number.


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Describe the possibilities to report on Service

Desk messages

Using the different selection reports

Create user based monitor variants

Monitoring: Unit Summary

Exercises

Unit 8: Monitoring

Topic: Customizing Settings


• Describe customizing settings of the selection variant transaction of

the monitoring.

Add a transaction monitor variant to the SAP menu.

1-1 Go to the transaction monitor.

1-1-1 Choose the transaction monitor.

Make the following entries in the selection screen:


Business Partner My Colleagues’

Status Not completed

Status selection I1002

Transaction Type SLFN

Layout 1SRV_SLFN

Save your variant in the Transaction Monitor Service Processes. The name

of the variant is Z_SMO150-##.

Go to transaction SE93.

1-1-2 Create a new transaction via SE93 (parameter transaction).

Name of the new transaction is Z_SMO150-##.

Enter Start_Report into Transaction field and set flag Skip initial screen.

Set the flag for all GUI supports.

Enter the following entries in the Default Values:


D_SREPOVARI-REPORT Name of your report

D_SREPOVARI-VARIANT Name of your variant

D_SREPOVARI-

NOSELSCRN

X

Save your entries.

Go to transaction PFCG.

1-1-3 Choose role Z_SAP_SOL_SERVTRANS-00 and copy it to

Z_SAP_SOL_SERVTRANS-##.

1-1-4 Choose Change role.

Assign your transaction to this role. Check if the role is listed in the Role

menu.

Save your entries. Go to the menu for your user.

1-1-5 Check if your transaction has been added in role

Z_SAP_SOL_SERVTRANS-##. Execute the transaction!

Solutions

Unit 8: Monitoring

Topic: Monitoring


• Describe customizing settings of the selection variant transaction of

the monitoring

Add a transaction monitor variant to the SAP menu.

1-1 Go to the transaction monitor.

1-1-1 Choose transaction CRM_DNO_MONITOR - Transaction Monitor.

Make the following entries in the selection screen:


Business Partner My Colleagues’

Status Not completed

Status selection I1002

Transaction Type SLFN

Layout 1SRV_SLFN

Save your variant in the Transaction Monitor Service Processes. The name of the

variant is Z_SMO150-##.

Go to transaction SE93.

1-1-2 Create a new transaction via SE93 (parameter transaction).

Name of the new transaction is Z_SMO150-##. Choose the Create.

Enter Start_Report into the Transaction field and set flag Skip initial

screen.

Set the flag for all GUI supports.

Enter the following entries in the Default Values:


Name of your report(can be found in

the transaction monitor using menu

path System Status Repository

D_SREPOVARI-REPORT

Data Program)

Name of your variant D_SREPOVARI-VARIANT

X D_SREPOVARI-NOSELSCRN

Save your entries.

Go to transaction PFCG.

1-1-3 Choose role Z_SAP_SOL_SERVTRANS-00 and copy it to

Z_SAP_SOL_SERVTRANS-##.

1-1-4 Choose Change role. Go to the Menu tab. Select Add transaction. Search

your transaction code using the F4-help and assign the code to the role.

Check if the role is listed in the Role menu.

Save your entries.

Go to the User menu of your user.

1-1-5 Check if your transaction has been added in role

Z_SAP_SOL_SERVTRANS-##. Execute the transaction!

© SAP AG SMO150 – Advanced Service Desk 9-1

SAP AG 2008, SM150


Unit 7 Service Desk

Customizing

Unit 8 Monitoring



Manager



Overview




Appendix

Overview


SAP AG 2008, SM150

Advanced Service Desk : Unit Objectives


Have an overview of the advanced functionalities of

the Service Desk

Integrate this functionalities in a Service Desk


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Service Contract

Content:

Service Contracts / Service Level Agreements

Solution Database

IC WebClient / IC WebClient Enduser

3rd Party Interface

Installation / Upgrade SAP Solution Manager


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Service Contract

Content:

Service Contracts

Service Level Agreements


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Service Contract and SLAs

What kind of product

do we sell to our

customer?

What kind of support

do we deliver?

What service

contracts do we

have with our

customer?

Which response

times do we

guarantee for which

service / system?

The service product provides an answer about the support we deliver.

For example, hotline support from 08:00am – 05:00pm. (Standard configuration for

EST)

In case you would like to maintain customer specific SLAs, you can maintain them in a

service contract.


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Service Contracts

Represent long-term service relationships with

customers

Specify service levels a customer is entitled to

List the services that are covered by the contract

Contain price agreements for services

Limit contracted services or spare parts in terms

of value and/or quantity

Product list containing services and spare parts

included in contract entitlement

What is a Service Contract?

A service contract is a long-term agreement with business partners that specifies the services offered for

that period. The service contract line item lists customer objects – installed base, installed base

components, and products – that are covered by the contract line item.

Service level agreements list the level of service a customer is entitled to and contain functions for

monitoring compliance with those terms. A contract may include contract-specific price agreements that

control not only what is covered by the contract but also what prices may be charged for any work

covered by that contract.

Benefits of service contracts for your customers:

A truly differentiated service to optimize all customer experiences

Accurate billing and reporting of services performed and SLAs met, allowing easier negotiations of renewals

A flexible means of creating an environment to be covered under an agreement

Benefits of service contracts for your company:

Ability to track all contract costs and revenues to maximize profitability

Seamless integration with service fulfillment

Out-of-the-box service level agreements (SLAs) delivered by SAP and an open, easy-to-enhance solution for

additional, customer-specific SLAs


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Service Contract Structure

As with all other CRM documents, the service contract consists of header and item data. The service

contract functions are controlled by the transaction type.

The header billing plan contains the totals for all item billing plans. In the billing due list only item billing

plans appear.

The services performed for the customer under service contract conditions are defined in the service

contract item.

Objects can be installed bases, installed base components or products.

Dates could be, for example, validity period of contract

Different types of services can be stipulated as service products in a service contract item:

An individual service (for example, hotline)

A service package in which several services and spare parts are grouped in the product list (for example, car

inspection)

A service limited according to value or quantity (for example, free-of-charge telephone consultation for the first

three months after buying software)

A service plan in which planned services reoccurring at intervals are entered (for example, maintenance of a

photocopier every 3 months)


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Header

Data

Item

Data

Compress

Expand

Contract Overview Screen

You can maintain the most important header and item data on the entry screen.

With the buttons on the left, you can expand and compress the header and item data

areas.

There is a special CRM transaction type SLFV - Service Desk Contract already defined.


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Object List

Objects can be specified in an object list.

List can contain products, installed bases, or

installed base components.

Object List

Each contract line item can specify a list of objects that are covered by the service

product on that line item.

Installed bases and installed base components can be used as elements of this object

list.

The object list can also include products.

Objects are entered on the Objects tab page at the line item level.

You can display existing service contract data for each installed base in Installed Base

Management.


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Service Process: Contract Determination

According to the settings in Customizing, when creating a service process with a

transaction type for which contract determination is activated, either you are requested

to select a contract, or the system determines the contract, and automatically copies it

to the transaction. Contract determination occurs in the system based on the following

selection criteria:

Partner: The sold-to party in the service contract and in the service process must be identical.

Sales and Service Organization: The sales organization and the distribution channel must be

identical. If the service organization is processed in the service contract, it must be identical to the

one in the service process.

Status: The status of the service contract item must be Released.

Validity: The date in the Start Required by Customer field in the service process must lie within the

validity period of the service contract item.

Object List: The reference object from the service process must be entered in the object list for the

service contract item.

Copying Control: The copying of contract items to transaction items must be set in Customizing.

Service contract information is readily visible from any service process assigned to a

service contract.

Interaction Center screens allow searching for service contracts by different criteria.

Service delivery dates are calculated based on SLA of selected service contracts.


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Service Process With Contract

Date determination with SLAs

Complete coverage: no billing

Partial coverage: billing

according to pricing agreements

Cost collection on contract level

If a service process item is assigned to a contract item, the dates from the SLA are

determined when you choose Determine SLA times for the service product item or

when you Save the service process.

If the service is covered completely by the service contract, you select an item category

for the service process and for the service confirmation that is not relevant for billing.

If the service is not covered completely by the contract, you select an item category that

is relevant for billing. Pricing agreements from the contract are calculated in pricing.

The costs for service processes with contract are collected on the contract controlling

object.


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Process Flow Service Desk & Contract

Service

Contract

Service Order / Service

Desk Message

Service

Confirmation

Service

Billing

Basic Notif. /

ABA

Satellite

System

SAP

OSS

End- /

Keyuser

via Phone /

Mail

SLFNSLF1

Solution Manager

Service Desk ≅CRM Service

The Basic Notification is the interface to the Satellite System and SAP Active Global

Support.

The Service Desk is part of the standard CRM Service Process (see training CR700).

Via the Basic Notification the system creates a Service Order which represents the

Service Desk Message.

The Service Contract is a business transaction which is used to represent long-term

service agreement with customers about content and coverage of services.

A service confirmation is a business transaction used to enter the actual work

performed and materials consumed within the context of a service process. You can

use service confirmations to enter working times (including travel time and overtime),

distance traveled, service products, and spare parts.

CRM Billing: the central component for billing time, materials and expenses for services

performed


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Service Level Agreement

Content:

Service Contracts

Service Level Agreements


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Service Contract & SLAs

What kind of product

do we sell to our

customer?

What kind of support

do we deliver?

What service

contracts do we

have with our

customer?

What response times

do we guarantee for

which service /

system?

The service product gives an answer about the support we deliver. For example, hotline

support from

08:00am – 05:00pm. (Standard configuration for EST)

If you want to maintain customer specific SLAs, you can maintain them in a service

contract.


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Service level of contracted services specified on contract

item level

Determines the delivery of contract-based services for ensured

service hours, response time, and so on

Allows escalation procedures to monitor compliance of service

fulfillment with SLA

Controls the pricing of services according to

chosen service level

Controls processing of service processes

referring to the contract,

for example, service due dates

Influences pricing of service contract and

service processes referring to the contract

Service Level Agreements (1)

Service level agreements are a subset of contracts where the customer is assured the performance of

certain services within a predefined period of time. For example, if a problem occurs on a customer’s

machines, the customer is assured that a technician will be on site to repair the fault within a specified

amount of time.

Contract pricing can be determined based on the response time desired for the contract line item.

Service process deadlines can be influenced by contract line item.

Service profiles and response profiles are assigned to the service product master.

When the service product is added to the line item, the profiles are copied into the contract item.

The service profile and response profile can be viewed on the Service Data tab.

This profile is a default. You may choose another profile for the contract line item.

Contract pricing can be based on the profiles (a standard price on the product level, an extra charge

depending on profile chosen). This is done using the condition technique of pricing.

In standard customizing, condition 1305 is delivered for extra charge depending on service window and

1306 for extra charge depending on response profile. You can view this on the Condition Detail tab.


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Standard SLA parameters delivered by SAP,

allowing to specify

time frame of service availability

ensured first reaction time

ensured call closure time

Service window and Response time profile fields

provided by SAP within

service product master

service contract item

Service Level Agreements (2)

Response time: How long it takes to respond to the customer need – call back within

specified time, technician on site within a specified time

Service window or Availability time: Working hours of the Service or Support Center

Downtime: Maximum number of breakdowns per year

Availability: Percentage of assured system availability

Solution time: Maximum period of time allowed for the solution of a problem.

The SLA parameters Response Profile and Service Profile are standard delivered.

You can create additional parameters using customer-specific set types. Processing of

the data from the set type occurs using Business Add-Ins (BAdIs).


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Monday Tuesday

Service profile

8am -12pm / 1pm - 5pm

Response profile

8 hours

4 hours

2 hours

7am - 7pm

8 hours

4 hours

2 hours

8am 12pm 6pm 8am 12pm 6pm time

Notification received

Availability Time and Response Time: Example

In this example, the determined response times are displayed for a call received on

Monday at 12 p.m.

Service profile: 8a.m. - 12p.m. / 1p.m. - 5p.m.

Response time - 8 hours: response by Tuesday 12 p.m.

Response time - 4 hours: response by Monday 5 p.m.


Service profile: 7a.m. - 7 p.m.

Response time - 8 hours: response by Tuesday 8 a.m.




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Actions

– a generic tool for flexibly modeling follow-up processes

with freely-defined planning and starting conditions

– used to monitor service level compliance and trigger

escalation procedures when delivering contract based

services

standard template actions

delivered by SAP

customer specific actions

can be defined in customizing

Service Level Agreement Monitoring

Example of monitoring a service level agreement:

An escalation for a missed deadline could occur as follows:

The responsible processor is informed when the service process is still not in process after 2 hours.

The department manager is informed when the service process is still not in process after 3 hours.

The customer service manager is informed when the service process is still not in process after the

time in the service window has run out.


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Make settings in

Escalation Management

to control the processes

that trigger when

deadlines are missed

Assign the date profile to

the item category

Assign the action profile

to the item category

Customizing SLA Escalation Management

The system can monitor when dates that are defined in the SLA parameters are exceeded. This is done

by making settings in Escalation Management. You can use Escalation Management to determine any

deadline you want to monitor and which subsequent processes you want to trigger when a date for this

deadline is exceeded.

Assign the date profile SLA Data at Item Level to your service process item category in the activity Assign

Date Profile to Item Category and do the same thing for the action profile Monitoring SLA Deadlines in the

activity Assign Action Profile to the Item Category. Set up the selection report for performing the actions

(transaction SPPFP) according to your requirements.

You can also enhance the action profile using your own action definitions. If you want to use your own

Smart Form as an output medium, enter the name of the Smart Form in Action Processing and define the

schedule and start conditions for definition of the action.

Example

You use the SLA parameter First Response Time. The first response time is exceeded in a service process. An

e-mail is generated and automatically sent to remind the employee responsible for this process and provide that

employee with the most important transaction data.

As an enhancement to this escalation, a second e-mail can be sent to the same person or to a different person

after an additional period of time has expired.


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Solution Database

Content:


Solution Database


3rd Party Interface



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Enterprise Intelligence: Access

Customer: Within E-Service, a customer can perform a solution search to find solutions

to problems or other issues.

CRM Portal Administrator: Creates and maintains knowledge base structure. The

Administrator also makes content available to that it can be accessed.

IC Agent: Interaction Center agents can perform a solution search and then e-mail

solutions to problems to the customer. Automatic suggestion of solutions guarantees

that the agent is able to respond fast.


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Software Agent Framework: Overview

The Software Agent Framework (SAF) provides an open architecture that can

integrate tools to easily and flexibly assemble information from multiple SAP CRM data

sources, SAP non-CRM data sources (such as Business Information Warehouse and

SAP R/3), and external data sources. Examples of such tools are compilation,

classification, and search services.

Software Agent Framework Features:

Define Knowledge Bases.

Compile the content of knowledge bases into search indexes (requires Text Retrieval

and Information Extraction - TREX).

Automatically synchronize knowledge bases and search indexes (requires TREX).

Cluster the contents of search indexes for knowledge bases (requires TREX).

Search a knowledge base.

Refine the search (requires TREX).

Build your own information security for knowledge bases.

See SAP Note 656321 for more information.


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Solution Database

The Solution Database (SDB) is a repository of information that is stored in the form of

problems and solutions, and is indexed for immediate retrieval.

The SDB offers a basic interface for knowledge administrators (but also agents, field

engineers, and other users) to search for problems and solutions.

The search engine used in the SDB is TREX. For TREX to find problems and solutions

in a search, your knowledge administrators must compile the SDB using the Indexes

application.

The SDB is used as a knowledge base in the following applications:

Knowledge search of Interaction Center (IC) WebClient and IC WinClient.

Standalone knowledge search (transaction CRMM_SEARCH).

Solution search and frequently asked questions (FAQs) of E-Service.


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Symptom Record Structure

Symptom

Symptom Type

Multi-language Description

Symptom Category (Optional)Symptom Category (Optional)

Symptom Code (Optional)Symptom Code (Optional)

PriorityPriority

Detail Symptom Attributes (Optional)

Status - System and User

Validation Category(ies) (Optional)

Application AreaApplication Area

Validity DatesValidity Dates

Subject ProfileSubject Profile (Optional)(Optional)

LocationsLocations

CausesCauses

DamagesDamages

Business Object Link (Optional)

Default by

Symptom Type, but

can be changed

A symptom is a change in a product or system that indicates a malfunction of some

type. A symptom can be described by freeform text and catalog code attributes.

Symptoms and their solutions are stored and linked in the Solution Database. The

Solution Database can be searched by entering freeform text or attributes to find one or

more appropriate symptoms, from which one or more solutions can be accessed.

Symptoms are typically created by Knowledge Engineers.

User settings allow personalization of the solution database screen:

You can use default Symptom or Solution Type during Create mode.

You can automatically create a new Solution or Symptom for linking.

You can personalize the tree and toolbar view: all or limited buttons on toolbar, technical key on tree

(for example, symptom number code), Help tips on tree, details on tree.

These settings are saved by user logon.


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Solution Record Structure

Solution

Detail Solution Attributes

Subject ProfileSubject Profile

Solution CategorySolution Category

Validation CategoryValidation Category

Validity DatesValidity Dates

Internet URLInternet URL

Document (CAD, Word, etc.)Document (CAD, Word, etc.)

Image (.jpg, .gif, etc.)Image (.jpg, .gif, etc.)

MultimediaMultimedia

Solution Type

Multi-language Description

Tasks

Attachments

Status - System and User

A solution is an action or process that will eliminate a symptom and the problem

indicated by the symptom. A solution can be described by freeform text, required

actions, or attachments that illustrate and support the required actions. Solutions and

their symptoms are stored and linked in the Solution Database.

Solutions are typically created by knowledge engineers.


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Symptom 01

Symptom 02

Symptom 03

Solution 01

Solution 02

Solution 03

Solution 04

One to One...One to Many...

Many to One...

Symptom–Solution Relationship

A relationship links symptoms and solutions.

Symptoms and solutions are linked to make it easier for users of the Solution Database

to quickly find the solutions relevant to a specific symptom, and vice versa. For

example, when an agent searches for a symptom in the Solution Database, the system

also displays the solutions linked to the symptom.

To link a solution to a symptom, a knowledge engineer can create a new solution and

link it to the symptom, or search for an existing solution and link it to the symptom. The

same applies to links from solutions to symptoms.

When you create a symptom using the Wizard, you can simultaneously create a

solution that is automatically linked to the symptom. Likewise, when you create a

solution using the Wizard, you can simultaneously create a symptom that is

automatically linked to the solution.


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Knowledge Search


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Text Mining Engine (TREX)


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Search Engine (TREX)


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ICWebClient

Content:


Solution Database


3rd Party Interface

Installation / Upgrade SSAP Solution Manager


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ICWebClient

Content:

IC WebClient

IC WebClient Enduser


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New User Interface – Interaction Center Web Client*

* available with Support Package Stack 6


SAP AG 2008, SM150

Introduction – Interaction Center Web Client

The Interaction Center Web Client is used as a web-based UI for

the SAP Solution Manager Service Desk.

It is offered as an alternative UI for the Service Desk message

(SLFN) as of SAP Solution Manager Release 7.0 SP 6.

The GUI transactions will still be available for message creation

and processing (web-based creation of Service Desk messages

already possible in SAP Solution Manager 3.2 with transaction

NOTIF_CREATE_BSP).

Preconfiguration for the Service Desk message is provided in

SAP Solution Manager.


SAP AG 2008, SM150

User Interface

History allows to

navigate back and forth

Inbox for messages

Access to Solution

Database and Notes

search in the SAP

Service Marketplace

Access to Service Desk

messages

Identification of account,

i.e. if an incident is

reported by phone the

message creator can

find account information

here.


SAP AG 2008, SM150

User Interface

Actual message text:

•SAP Notes

•Solution database (search with

solution context and added

solutions)

•Attachments

Actions

available

Overview on message

with access to:

• SAP Attributes

• SAP context

• Document Flow

Business Partners involved


SAP AG 2008, SM150

Additional customizing

To adjust other functionalities according to your needs

it is recommended to visit the following courses:

IC WebClient - CR410


SAP AG 2008, SM150

ICWebClient Enduser

Content:

IC WebClient

IC WebClient Enduser


SAP AG 2008, SM150

Functionalities

Create Service Messages

General service message Information

Service message item

List of attachments related to the service message

Search and display service message

Enter search criteria

The search results in a list of service messages

Selecting a service message from list gives the general information of the

service message and information of its item

Update Service message

Change the status

Add text

Add attachment


SAP AG 2008, SM150

3rd Party Interface

Content:


Solution Database


3rd Party Interface



SAP AG 2008, SM150

Partner Interface to SAP Solution Manager Service Desk

SAP Solution Manager 7.0 offers a bi-directional interface that

enables the exchange of messages between SAP Solution Manager

Service Desk and third party help desk tools.

SAP Solution Manager Service Desk can be integrated into existing

help desk applications.

The interface is open and any partner can subscribe to it, there is no

preferred partner tool.

It is based upon web services (simple, flexible and platform

independent) and is officially certified by SAP.


SAP AG 2008, SM150

Integrate 3rd-Party Help Desks

Bi-directional interface for exchange of problem messages

Open interface, independent of existing 3rd-party help desk

applications

Based on Web services

Aligned with existing standards for message exchange (e.g. SOAP)

Solution ManagerSAP Support

SAP Customer

Service Desk

RFC

externer

Help-Desk

SOAP/HTTP

Web

Serv

ices

SAP ApplicationR

FC

MessageMessageMessage

Web

Serv

ices


SAP AG 2008, SM150

Partner interface to SAP Solution Manager Service Desk

SAP Solution Manager 7.0 offers a bi-directional interface that

enables the exchange of messages between SAP Solution Manager

Service Desk and third party help desk tools

SAP Solution Manager Service Desk can be integrated into existing

help desk applications

The interface is open and any partner can subscribe to it, there is no

preferred partner tool

It is based upon web services (simple, flexible and platform

independent) and is officially certified by SAP


SAP AG 2008, SM150

Basic architecture


SAP Customer

Service Desk

RFC

Third party

help desk

SOAP/HTTP

Web

Serv

ices

Web

Serv

ices

SAP Application

RF

C


SAP AG 2008, SM150

Use case


SAP Customer

Service Desk

RFC

Third party

help desk

SOAP/HTTP

Web

Serv

ices

SAP Application

RF

C


Web

Serv

ices


SAP AG 2008, SM150

Use case 2


SAP Kunde

Service Desk

RFC

externer

Help-Desk

SOAP/HTTP

Web

Serv

ices

Web

Serv

ices



SAP AG 2008, SM150

Basic Architecture

Forwarding a massage into another help desk creates a corresponding

message there. Each message has a uniquely identifiable connection to the

message in the other help desk

Only one of the messages can be processed at a time, i.e. one message

takes the lead. Additional information (message texts) can be sent and

received asynchronously

Processing messages means that a message can be sent to and fro multiple

times

Closing a message triggers closing the corresponding message in the other

help desk automatically. Other than that, there is no automatic

synchronisation of message data between help desks

As a matter of fact there is currently no standard for message exchange

available that could be used


SAP AG 2008, SM150

Scenario variants

Variant 1: Creating a message on demand

A new message does not automatically create a corresponding

message in the other help desk

The corresponding message is only created when the message is

forwarded (‚on demand‘)

Variant 2: Creating a message automatically from SAP Solution

Manager

A new message in SAP Solution Manager always creates a

corresponding message in the third party help desk automatically

The corresponding message can only be processed in the third party

help desk when it has been forwarded from Solution Manager

All messages are always visible in the third party help desk (‚leading

help desk‘)

Variants can be set by customizing in SAP Solution Manager


SAP AG 2008, SM150

Required interfaces 1/2

Solution Manager External Help-Desk

Create message

Create message

Process message

Process message

Set status

“Forwarded”

Forward message

Add additional info

(texts)

Apply additional

information

UpdateMessage

Set status “ In

process”

ForwardMessage


SAP AG 2008, SM150


Process message

Set status “Sent

back”Accept message

Send message back

SendBackMessage


Set status “In

Process”

Close message

Close message

CloseMessage


SAP AG 2008, SM150



Accept mesage

Create message

Process message

Set status

“Forwarded”

Forward message

Set status “In

process”

Create messsage

Set status

“Forwarded”

ForwardMessage

CreateMessage


SAP AG 2008, SM150

Roadmap

Implementing the interface in 2 steps

Step 1 (available w/ SAP Solution Manager 7.0)

Defining the required services and data structures by SAP

Services allowing for external access to Service Dsek messages

(create, change, read, delete) are implemented in SAP Solution

Manager

Partnertools wanting to exchange messages with SAP Solution

Manager Service Desk must also implement these services

Services are implemented as web services

Step 2 (available after SAP Solution Manager 7.0)

Communication with XI infrastructure (official SAP strategy)

Integration of existing web services into XI (XI content will be available

in SAP Solution Manager)


SAP AG 2008, SM150

Step 1: Implementing pre-defined web services

Solution Manager

Service Desk

External

Help-Desk

SOAP/HTTP

Web

Serv

ices

Web

Serv

ices

CRM service

transaction Message

SAP defines interface (services and data)


SAP AG 2008, SM150

Step 2: XI Integration

Solution Manager

Service Desk

External

Help-Desk

SOAP/HTTP

SA

P W

eb

Serv

ices

To

ol-S

erv

ices

CRM

Service

Transaction

Message

XI

SA

P W

eb

Serv

ices

pro

toco

l

Sta

nd

ard

pro

toco

l

Standard protocolLog and data

mapping

SAP provides XI-Content for

SAP web services


SAP AG 2008, SM150

Current status 1/2

SAP defines interfaces

in co-operation with partners

independent of partner tools (no preferred partners)

supporting web services

certified by SAP

Partners implement the interface into their tools

Partners are willing to co-operate


SAP AG 2008, SM150

Current status 2/2

Tehnical specifications

Reviewed with DSAG

Discussion of various use cases

Feedback incorporated

Selection of additional fields

Possibility to copy any fields from external tool into Solution Manager

Possibility of customer specific mapping by ofering maping tables and

user exits

Specifications distributed to partners, feedback incorporated

BMC, HP, Mercury, CA

Preconfigured scenario in Solution Manager 7.0

Solution Manager Service Desk as 2nd-Level Support Desk for SAP-

related problems


SAP AG 2008, SM150

Installation / Upgrade Solution Manager

Content:


Solution Database


3rd Party Interface



SAP AG 2008, SM150

Evolution from ASAP to SAP Solution Manager

Mitigate

Risk

Front-end to

SAP Service

Infrastruktur

Solution

Monitoring

2.1Pro-active

Monitoring

Implemen-

tation &

Distribution

2.2Accelerate

Implementations

Service

Desk,

Upgrade

3.1Optimize IT Support

Change

Request

Mgmt.

3.2Manage Technical

Change

Optimize Collaboration

with SAP Services

Cooperation

+ Continuous

Improvements

7.0+

+

+

+

+


Implementation and Operation of Your Solution. Manage Your Entire SAP Solution Landscape

Managing your entire SAP solution landscape is a challenging task, but SAP has the answer: the SAP

Solution Manager.

The SAP Solution Manager is a platform that provides the integrated content, tools, and methodologies that you

need to implement, support, operate and monitor your enterprise's solutions from SAP.

With SAP Solution Manager, companies can minimize risk and increase the reliability of their IT solutions.

SAP Solution Manager helps reduce TCO throughout the solution life cycle.

SAP Solution Manager helps companies manage their core business processes and link business processes to

the underlying IT infrastructure.

SAP Solution Manager supports both SAP and non-SAP software and helps companies get more from their

existing IT investments.

The slide shows the evolution of the SAP Solution Manager releases. The current release of the SAP

Solution Manager is: SAP Solution Manager 7.0.

In addition, all customers worldwide can order the installation via the SAP Note 628901.


SAP AG 2008, SM150

Upgrade and Migration Paths

1

2

Migration with SAP support

Adjustment of solutions and projects required

directly

to

from

2.1

(WebAS 6.10)

2.2

(WebAS 6.20)

3.1

(CRM 3.1 Service

Desk, WebAS 6.20)

3.2

(CRM 3.1 Service

Desk, WebAS 6.20)

7.0(new CRM

Service Desk,

WebAS 7.0)

2.1 Upgrade Migration Migration x

2.2 Migration Migration x

3.1 Upgrade Upgrade

3.2 Upgrade

2 2

1

1

The slide shows the upgrade and migration paths of the SAP Solution Manager

releases.

In the left column we see the start release and on the top row of the table we see the

target release.


SAP AG 2008, SM150

2011 2012

Release Strategy and Maintenance

2003 2004 2005 2006 2007 2008 2009 2010

Dec

Dec

Dec

Dec

Mar

2014

Mar

Mar

2013

Dec

Mar

Mar

Customer specific

Maintenance

mySAP ERP

2004

Ramp-

up Mainstream-MaintenanceExtended

Maintenance

(17 % + 2 %)

Extended

Maintenance

(17 % + 4 %)

Customer specific

Maintenance

Customer specific

Maintenance

Ramp-

up Mainstream-MaintenanceExtended

Maintenance

(17 % + 2 %)

Extended

Maintenance

(17 % + 4 %)

SAP

NetWeaver 04

SAP Solution

Manager 3.2

Ramp-

up Mainstream-MaintenanceCustomer specific

Maintenance

SAP Solution

Manager 7.0

Mainstream-MaintenanceCustomer specific

Maintenance

Ramp-

up

SAP Solution

Manager 3.1Ramp-

up Mainstream-Maintenance

The Mainstream Maintenance of the SAP Solution Manager 7.0 is geared to the

Extended Maintenance of the SAP NetWeaver 04 release.

SAP Solution Manager 3.2 will stay in mainstream maintenance until March 2009.

Afterwards, it will move into customer-specific maintenance.

SAP Solution Manager 7.0 is focusing on optimizing support processes, collaboration,

and implementing continuous improvement processes. The mass shipment of SAP

Solution Manager 7.0 has started in April 2006.


SAP AG 2008, SM150

Roadmap for SAP Support Infrastructure

Dec 04

Q3/05

Q4/05

Q1/06

Mass shipment Solution Manager Diagnostics

Solution Manager Diagnostics required for root cause

analysis of Java based SAP solutions

Start of Ramp-Up SAP Solution Manager 7.0

Mass shipment SAP Solution Manager 7.0

Q3/06 SAP Solution Manager required for root cause analysis

of all SAP solutions

SAP

Solution

Manager 3.2

WebAS 6.20

Solution

Manager

Diagnostics

WAS 6.20

SAP

Solution

Manager 7.0

WebAS 6.40


mySAP ERP 2004 requires SAP Solution Manager

Apr 05

Corporate functionality only via SAP Solution Manager

Improved message entry process via

SAP Support Portal

Mar 05

WebAS 7.00

SAP Solution Manager 7.0

This upcoming release will focus on three major aspects:

Enhanced support of your key support processes: The SAP Solution Manager 7.0

release will offer functionality to assist you with your major application management

tasks. For example, it will allow you to implement support packages and SAP notes

end-to-end. SAP Solution Manager 7.0 will provide functionality to automatically identify

relevant patches, and document and manage their implementation, testing, and import

to your production systems.

Continuous improvement services: The SAP Solution Manager has detailed information

about your solution, such as key business processes and the SAP system landscapes.

If your SAP competence center selects the new continuous improvement service

offering, an appointed SAP contact will be named, and will actively work with you on a

regular basis to solve your business-critical SAP issues.

Technical integration of Solution Manager Diagnostics into the SAP Solution Manager

platform.


SAP AG 2008, SM150

Roadmap for SAP’s Service and Support Infrastructure

Q1/06

Integration of SAP EarlyWatch Alert for Java Applications

SAP Solution Manager is the preferred tool for SAP-led Projects

Change Request Management for Java Applications

End to End Root Cause Analysis in all SAP Solutions

Q2/06

Q3/06

Q4/06

Delivery of SAP Support Services with SAP Solution Manager

Q1/07

Q2/07

Q3/07

All SAP Products are requiring SAP Solution Manager

Global Functionality in SAP Solution Manager


End to End Change Request Management for SAP Solution Landscapes

Compliance Packages for SAP Solution Manager (FDA, SOX, CobiT)


SAP AG 2008, SM150

Available Information on Installing SAP Solution Manager

Available Documentation on SAP Solution Manager

Installation and Configuration

Sizing Guide SAP Solution Manager 7.0

Master Guide SAP Solution Manager 7.0

Installation Guide SAP Solution Manager 7.0 <OS> <DB>

Upgrade Guide SAP Solution Manager 7.0 <OS> <DB>

Security Guide SAP Solution Manager 7.0

Migration Guide for Solution Manager Diagnostics SPS06

Configuration Guide SAP Solution Manager 7.0

A lot of other information for different scenarios

The latest documents can be found at:

http://service.sap.com/solutionmanager | Media Library | Technical Papers and/or

http://service.sap.com/solutionmanager | Installation Guides | Release 7.0


SAP AG 2008, SM150

Sizing for SAP Solution Manager 7.0

Overview of the Sizing Guide

Initial Sizing for Scenario: SOLUTION MONITORING

Initial Sizing for Scenario: IMPLEMENTATION AND

UPGRADE WITH SAP SOLUTION MANAGER

Initial Sizing for Scenario: SERVICE DESK AND

CHANGE REQUEST MANAGEMENT

Sizing for Scenario: SOLUTION MANAGER

DIAGNOSTICS


SAP AG 2008, SM150

Sizing Proposal on Solution Monitoring Scenario

Small SAPS Medium SAPS Large SAPS

# connected

Servers5 35 75

Alerts /

Server40 40 40

Total # Alerts 150 1 1050 5 2250 11

EWA Reports

/ Week6 106 44 531 94 1063

CSA Tasks

(25/system)94 1 468 5 787 11

SUM SAPS 108 541 1085

Hard disk

GB/month0,15 0,75 1,5

RAM (GB) 3 4 6

Hard Disk

(total)50 50 50

Sizing Proposal on Solution Monitoring, incl. Solution Reporting, EarlyWatch Alert,

Service Level Reporting, System Monitoring, Central System Administration, Business

Process Monitoring

The calculation of the alerts is based on an assumption of 40 alerts/server and system.

The most performance critical issue is the data download for and processing of

EarlyWatch Alert /Service Level Report sessions. This action is typically performed in

the batch at night or other times with less traffic. It is recommended not to deal with

more than 500 alerts within a solution landscape. If you want to monitor more alerts it

might be useful to use the RZ20 interface. In this case you can contact our SAP

technology consultant and refer to service.sap.com/solutionmanager -> order

information -> consulting services. The 50 GB Hard Disk is needed for the storage of

the EarlyWatch Alert and other Services. We recommend automatically deleting or

archiving older reports. For details how to auto archive and delete reports refer to note

546685 and note 638785.

The calculation is also based on non-unicode systems.


SAP AG 2008, SM150

Sizing Proposal on Implementation Scenario


User Medium

(2 Dialog

Steps/min)

3 10 30

User Low (10

Dialog

Steps/hour)

10 30 90

SAPS based

on Quicksizer

SD User)

50 163 488

Number of

documents5000 10000 25000

Hard Disc

GB/project1 2 5

RAM/GB 3.5 5 6

Hard Disc GB

(total)50 100 150

The scenario contains

Project Administration

Blueprint

Configuration

Testing

Customizing Synchronization and Distribution

The calculation of the Implementation scenario is based on the SAP Quicksizer. For the

calculation of the Implementation scenario performance needs the Enterprise SD User

has been chosen.

For own calculations, please refer to www.service.sap.com/quicksizer


SAP AG 2008, SM150

Sizing Proposal on Service Desk - ChaRM


User Medium

(2 Dialog

Steps/min)

3 10 30

User Low (10

Dialog

Steps/hour)

10 30 90

SAPS based

on Quicksizer

CRM User)

60 190 565

RAM (GB) 4 4 6

Hard Disc GB 50 50 100

The calculation of the Support Desk and Change Request Management scenarios is

based on the SAP Quicksizer. For the calculation of the performance the Customer

Relationship User has been chosen.

For your own calculations, please refer to service.sap.com/quicksizer. Insert your

customer number, choose a project name, press Create a new project and insert the

number of estimated concurrent medium (2 Dialog steps / Min.) and low (10 Dialog

steps / Hour) users.


SAP AG 2008, SM150

Sizing Proposal on Solution Manager Diagnostics

Details on the SMD Sizing Proposal can be found in note

915676.

1 High-Load User = 30% of 1 CPU, 200MB memory

Resources for one background activity: 75% of 1 CPU, 10MB

memory

Example for a large Installation, e.g.

Number of monitored systems: 60

Number of high-load users: 3

3 CPUs

1624 MB RAM (600 MB + 1024 for the J2EE stack)

60 GB disk space (1 GB per Server)

For actual Information, refer to note 915676.


SAP AG 2008, SM150

Costs of SAP Solution Manager

Only low initial investments required

No additional license or maintenance fee

Easy installation procedure

Initial configuration and training delivered by SAP during

ramp-up

SAP Solution Manager Starter Pack (2 days)

Maintenance for SAP Solution Manager system is minimal

Approx. 15 minutes per day (customer with 3*CRM, 3*BW,

3*R/3, 3*HR: total 12 systems connected)

Landscape

One system sufficient for implementation projects and

service delivery


SAP AG 2008, SM150

SAP Solution Manager 7.0 (SPS04) – Technical View

SAP BASIS 7.00 (SP07)

SAP ABA 7.00 (SP07)

• ADOBE DOCUMENT SERVICES 7.00 SP007

• BI META MODEL REPOSITORY 7.00 SP007

• BI UDI 7.00 SP007

• DI BUILD TOOL 7.00 SP007

• J2EE ENGINE BASE TABLES 7.00 SP007

• J2EE ENGINE CORE TOOLS 7.00 SP007

• JAVA LOG VIEWER 7.00 SP007

• JAVA SP MANAGER 7.00 SP007

• LIFECYCLE MGMT TOOLS 7.00 SP007

• SAP CAF 7.00 SP007

• SAP CAF-UM 7.00 SP007

• SAP IGS 7.00 SP002

• SAP J2EE ENGINE 7.00 SP007

• SAP J2EE ENGINE CORE 7.00 SP007

• SAP JAVA TECH SERVICES 7.00 SP007

• SAP SOFTW. DELIV. MANAGER 7.00 SP007

• SAP TECH S 7.00 OFFLINE SP007

• SAP_IKS_7.00 SP007

• SOLMANDIAG 7.00 SP007

• UME ADMINISTRATION 7.00 SP007

ABAP Stack JAVA Stack

SAP AP 7.00 (SP03)

PI_BASIS 2005_1_700 (SP07)

SAP BW 7.00 (SP07)

CPRXRPM 7.00

(SP03)

ST

-A/P

I 01H

_C

RM

500

(SP

00)

ST

-PI 7

.00 (S

P01)

ST-ICO

150_7.00

(SP03)

ST-SER

700_2005_1

(SP02)

ST 7.00 (SP04)

SAP BBPCRM

5.00 (SP03)


SAP AG 2008, SM150

Master Guide - Solution Manager Scenarios

The SAP Solution Manager supports the

following scenarios

Service Desk

Implementation of SAP Solutions

Upgrade of SAP Solutions

Change Request Management

Solution Monitoring

Delivery of SAP Services


SAP AG 2008, SM150

Installation Steps for SAP Solution Manager 7.0

Install the Server part of the Database Software

Install the Java Development Kit (Java™ 2 SDK,

Standard Edition)

Preparation steps for installing SAP Solution Manager 7.0

Technical Requirements

Distribution of Components to disks

User Rights

Prepare the required DVDs / CDs

Run SAPInst

See the Product Availability Matrix (PAM) on SAP Service Marketplace at

service.sap.com/platforms Product Availability Matrix

For information on Windows operating system security, see

www.microsoft.com/security

To download the latest SAP Solution Manager installation guide, see

service.sap.com/instguides


SAP AG 2008, SM150

SAPInst - Screenshot

The SAP Solution Manager is installed via SAPInst like any other system.


SAP AG 2008, SM150

System Requirements

Standalone System with High Availability

To ensure service delivery as well as an up-to-date SAP

Solution Manager system which will not impact on other

production systems, we recommend using a standalone

system with high availability. This recommendation is

based on the concept that monitoring should be possible

at any time.

Test Environment

It is recommended that a test environment be set up for

implementing additional SAP Solution Manager

enhancements.

There are the following main availability classes, depending on the degree of availability

required:

Standard availability – achievable availability without additional measures

High availability – increased availability after elimination of single points of failure

Error tolerance – highest availability, which even overcomes the failure of an entire

production site

With mySAP solutions, SAP and its partners support all availability classes.

SAP offers a number of solutions to:

Avoid unplanned downtime and optimize the support of system administration

Reduce the effect of planned maintenance work on availability

Restore production operation quickly

Additional hardware and software solutions are used to increase availability. This

requires close collaboration between SAP and its partners.


SAP AG 2008, SM150

Post Installation Procedure

Start and Stop SAP Solution Manager 7.0 system

- required

Install SAP License – required

Check services and RFC Destinations – required

Configure Transport Management System – required

Configure number of work processes - optional

Perform basic operations:

Schedule background jobs – required

Setup operation modes – optional

Logon groups – optional

Administrators – optional

Install printers – optional

Once the installation is finished several tasks have to be performed. Some of them are

mandatory, such as configuring TMS or adapting the performance parameters and

some others are optional.


SAP AG 2008, SM150

A Typical Installation Scenario

Day 1 – Technical installation:

Installation SAP Solution Manager 7.0

duration: 4-6 hours

Applying support packages

duration: normally implemented overnight

SAP Solution Manager technically ready

Day 2 – Configuration:

Basic setup according to configuration guide

duration: ~ 2-4 hours

Connecting satellite systems to the SAP Solution Manager

duration: ~ 30 minutes per system

Day 3 – Knowledge transfer:

Briefing on SAP Solution Manager usage

duration: ~ 4 hours

"Note that the time of individual operations provided in this presentation was achieved

in an environment that is most likely different (in some cases very different) from yours.

E.g. the operating system, hardware system speed, network performance, etc. are

specific to this environment. The figures listed in this presentation are provided as an

example of installation and configuration time in ideal conditions. Please use the figures

provided as informative for planning the installation and consider adding 20-40% of time

on top of the provided figures to reflect your specific environment."


SAP AG 2008, SM150

Upgrade to SAP Solution Manager 7.0

The following source releases are supported for upgrading

to Solution Manager 7.0 (see note 892412):

SAP_BASIS 620 SP29 or higher

SAP_ABA 620 SP29 or higher

BBPCRM 310 SP06 or higher

PI_BASIS 2003_1_620 SP00 or higher

ST 310 SP05 or higher

ST-A/PI 01B_CRM315

ST-ICO 100

ST-PI 003C_620 SP01 or higher

ST-SER 311 SP00 or higher

ST-SUP 310 SP00 or higher

Solution Manager 3.2 SR0

SAP_BASIS 620 SP48 or higher

SAP_ABA 620 SP48 or higher

BBPCRM 310 SP10 or higher

PI_BASIS 2004_1_620 SP07 or higher

CPROJECTS 310_620 SP04 or higher

ST 320 SP04 or higher

ST-A/PI 01E_CRM315

ST-ICO 140 SP00 or higher

ST-PI 2005_1_620 SP01 or higher

ST-SER 320 SP04 or higher

ST-SUP 320 SP04 or higher

TMWFLOW 320 SP04 or higher

Solution Manager 3.1 SR0


SAP AG 2008, SM150

SAP Solution Manager Upgrade from 3.1 to 3.2/7.0

Preparing and performing the Upgrade

Apply the latest kernel patches, SPAM/SAINT Update and the required Support Package Level as stated in the corresponding OSS Note.

Download and install / upgrade the following packages:

CPROJECTS 310_620

PI_BASIS 2004_1_620

ST 320

ST-A/PI 01F_CRM315

ST-ICO 130140

ST-PI 2005_1:620

ST-SER 320620_2005_1

ST-SUP 320

TMWFLOW 320

In any case, you must import all available Support Packages directly with the respective SAINT queues and not later using the SPAM, since otherwise data may be lost!

General Information

The Upgrade to Solution Manager 3.2 is no component upgrade comparable to an

upgrade of R/3 Enterprise. Instead you have to build queues using transaction SAINT

and upgrade the SAP Solution Manager components individually.

To upgrade to Solution Manager 3.2 the additional add-on CPROJECTS is required

which in turn requires the current version of the add-on PI_BASIS.


SAP AG 2008, SM150

SAP Solution Manager Upgrade from 3.1 to 3.2/7.0

Steps After the Upgrade to SAP Solution Manager 3.2/7.0Copy and adjust roles.

System setup and checks.

Migrate your solutions to the Solution Directory.

Maintaining HTTP services.

Activating the new Service Data Control Center (SDCCN)

The new Service Data Control Center is available with the latest ST-PI Add-On (ST-PI 2005_1_<release>). To learn how to activate the Service Data Control Center, see the Configuration Guide for SAP Solution Manager 3.2.

As of Release 3.2 SP05 you can configure your Solution Manager system using the Implementation Guide (IMG) for Solution Manager.

Structure:

Configuration of basic settings

Configuration of scenario-specific settings

You find additional information, e.g. on roles and authorizations, in the SAP Solution Manager Configuration Guide 3.2 (SP06 or higher).

SP07: Path to SAP Solution Manager IMG has changed. New path: SAP Reference IMG | SAP Solution Manager Implementation Guide | SAP Solution Manager.


SAP AG 2008, SM150

SAP Solution Manager Implementation Guide

Configure SAP Solution Manager and related steps in satellite systems(Transaction SPRO -> SAP Reference IMG button, SAP Solution

Manager Implementation Guide -> SAP Solution Manager)


SAP AG 2008, SM150

Activate SAP Solution Manager Services

In transaction SICF a number of services has to activated:

For details activating services see also SAP Note 517484.

The following BSP services have to be activated:

/sap/public/bc/ur, /sap/public/bsp/sap/htmlb, /sap/bc/bsp/sap/ai_proj_setup,

/sap/bc/bsp/sap/dswpnotifcreate, /sap/bc/bsp/sap/dswp_create_msg, /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,

/sap/bc/srt/rfc/sap/ict_service_desk_api, /sap/bc/webdynpro/sap/dswp_wd_sol2sap_tree_app,

/sap/bc/webdynpro/sap/ai_service_connections, /sap/bc/bsp/sap/solman, /sap/public/myssocntl

For the included WebDynpro please activate the following services:

/sap/bc/webdynpro/sap/ai_service_connections as described in IMG activity

and also for the general usage if webdynpros:

/sap/bc/webdynpro, /sap/public/bc, /sap/public/bc/ur, /sap/public/bc/icons, /sap/public/bc/icons_rtl,

/sap/public/bc/webicons, /sap/public/bc/pictograms, /sap/public/bc/webdynpro/* (ssr, mimes, etc.),

/sap/public/myssocntl


SAP AG 2008, SM150


Have an overview of the advanced functionalities of

the Service Desk

Integrate this functionalities in a Service Desk

Advanced Service Desk: Unit Summary

Exercises

Unit 9: Service Contracts

Topic: Service Contracts


• Create contracts for use within SAP CRM Service

Your company uses service contracts with customers to provide service

on their installed base based on specific Service Level Agreements.

1-1 Create a service contract using the customer 00Logosys General for the standard

hotline service, with 5 days a week coverage, 9 hours per day, which will cover the

installed base from the beginning of this month for one year.

1-1-1 Create a service contract. Use the transaction type Support Desk Contract

(SLFV).

In the Sold-to Party field, enter the number of your customer with name

00Logosys General.

Enter an external reference number that references your group number.

Check the dates of your contract. The contract should start from the first of

the month and run for one year. What happens to the date rule and the

contract end date when you change the start date of the contract?

1-1-2 Enter the hotline service material, Hotline Support. Product number is

Hotline Support, quantity 1.

1-1-3 Enter the component for 00Logosys General in the item object list.

1-1-4 You want to review the service level that is determined by the product.

Check the tab Service Data on item level to see what other coverage could

be offered. How can you see the exact times of coverage for the contract?

1-1-5 Check the header status of the contract. What is the status of the document?

Set status to In Process.

Release the contract item.

1-1-6 Save your contract.

Record your contract number:

Exercises


Topic: Service Level Agreements


• Create service processes with contract reference

Your customer reports a problem with an item. The call is covered by

the contract.

2-1 Create a service process with contract.

2-1-1 Create a service process with transaction type Support Request (SLFN).

Enter a description.

Enter the business partner with name 00Logosys as partner function Sold-to

Party.

Create a service product item with product ID Hotline-Support (Hotline

Support) and quantity 1.

Confirm with Enter. What happens?

Assign the service process item to your service contract item.

2-1-2 Call up the Item Detail view and display the item dates.

Determine the SLA times. What happens?

2-1-3 Call up the Fast Entry view and set the status to Released.

Save your service process. Record your transaction number:

Solutions


Topic: Service Contracts

1-1 Create a service contract for 00Logosys General.

SAP menu → Service → Maintain Service Contracts (transaction

CRMD_BUS2000112).

1-1-1

Field Name or Data Type Values

Sold-to-Party Customer with name

00LOGOSYS GENERAL

External Reference ##

Contract start date First day of current month

Choose Enter.

What happened to the contract start date rule and the end date?

The contract date rule was deleted and the end date was re-calculated.

1-1-2


Product Hotline-Support

Quantity 1

Choose Enter.

1-1-3 Double-click item. Go to Object List tab


Component IBase of 00Logosys (search by

partner)

1-1-4 Go to Service Data tab

Look up the search help for Service Profile and Response Profile.

Select Availability Time and Response Time.

1-1-5 Choose Expand data areas.

Go to General tab

Status: Open set to In Process

Choose Release Item.

1-1-6 Choose Save.

Contract number: see system message

Solutions


Topic: Service Level Agreements

2-1 Create a service process with contract

2-1-1

SAP menu → Service → Maintain Service Process

Service Process


Description Enter a text

Sold-to-Party Customer with name

00Logosys General

Item Details - Product Hotline-Support

Quantity 1

Choose Enter.

The contract item is proposed for assignment.

In the dialog box Service Contracts that can be assigned, select your

contract item and select Choose.

2-1-2 Call up the Item Detail view.

Go to the Dates tab.

Select the service process item and choose Determine SLA Times.

The response times are determined from the contract.

2-1-4 Call up the Fast Entry view.


Status Released

Choose Save.

Transaction number: see system message.

© SAP AG SMO150 – Integration 10- 1

SAP AG 2008, SM150


Unit 7 Service Desk

Customizing

Unit 8 Monitoring



Manager



Overview




Appendix

Overview


SAP AG 2008, SM150

Integration SAP Solution Manager: Unit Objectives


Describe the various elements of integrated

scenarios regarding Service Desk


SAP AG 2008, SM150

Help -> Create Support Message

Help → Create Support Message

• Context Data will be delivered

(System variables)

• Component is pre-assigned

(depends on the transaction in which

the Help → Create Support Message

was executed)

• Automatic assignment of installed

base component and business

partners

• Automatic assignment of Hotline

Support service product (in the

background)

• SAP Attributes (SAP system and

details) fills automatically


SAP AG 2008, SM150

Notif_create

Transaction: notif_create

• Simplified view to create a support

request

• Direct assignment of message

processor possible

• Direct assignment of the installed

base component (with

authorization concept)

• SAP Attributes will be read from

SMSY transaction

• Possibility to assign a solution

• Automatic assignment of the

Hotline Support service product

possible (in the background)


SAP AG 2008, SM150

Internet Customer Self Service

Internet Customer Self-Service

• Self-Service for Solution

Database

• User required to submit Service

Requests

• No Context Data from SAP

transaction

• Own list of transactions can be

displayed


SAP AG 2008, SM150

Interaction Center Web Client*


SAP AG 2008, SM150

Introduction – Interaction Center Web Client

The Interaction Center Web Client is used as a web-based UI for

the SAP Solution Manager Service Desk.

It is offered as an alternative UI for the Service Desk message

(SLFN) as of SAP Solution Manager Release 7.0 SP6.

The GUI transactions will still be available for message creation

and processing (web-based creation of Service Desk messages

already possible in SAP Solution Manager 3.2 with transaction

NOTIF_CREATE_BSP).

Preconfiguration for the Service Desk message is provided in

SAP Solution Manager.


SAP AG 2008, SM150

User Interface

History allows to

navigate back and forth

Inbox for messages

Access to Solution

Database and Notes

search in the SAP

Service Marketplace

Access to Service Desk

messages

Identification of account,

i.e. if an incident is

reported by phone the

message creator can

find account information

here.


SAP AG 2008, SM150

User Interface

Actual message text:

•SAP Notes

•Solution database (search with

solution context and added

solutions)

•Attachments

Actions

available

Overview on message

with access to:

• SAP Attributes

• SAP context

• Document Flow

Business Partners involved


SAP AG 2006, SAP TechEd ’06 / ULM257 / 10

SAP Solution Manager 7.0: Support During the Complete Life-Cycle and for the Complete Customer Solution

User

RFID Devices Rendering OfficePortal

SAP Portal

Web Services and

xApps

Duet

Office Integration

and Self-Services


.net

World

APO

BW

SRM

SEM

APO

SRM

SEMR/3 ERP

Analytics

ESOAExternal

Applications

Java

World



E2E Diagnostics to Isolate the Root Cause of an Incident

SAP Portal

Web Services and

xApps

Duet

Office Integration

and Self-Services

.net

World

APO

BW

SRM

SEM

APO

SRM

SEMR/3 ERP

Analytics

ESOAExternal

Applications

Java

World

.net C(++)

Performance and Ressource MetricsActivity snapshot and statistics

LogsUnderstandable log messages in uniform format

DumpsComplete context information for dumps

TracingEnd to end trace to be swichted on per activity

Configuration Check

Changes to Configuration, Softwareand ContentDetection of changes to Configuration, Software (Code) and ContentCheck consistent, sychronized ransport

ABAP Java .net

SAP Solution ManagerE2E Diagnostics



Leverage ABAP Supportability to JAVA World

SAFETY OF SUPPORT

SC

AL

AB

ILIT

Y O

F S

UP

PO

RT

low high

hig

hlo

w

JAVA

SUPPORTABILITY

TODAY

Various

Java Tools

(e.g. Debugger,

Visual Admin)

Solution

Manager

Diagnostics

Learn from ABAP

supportability

INDUSTRIALIZED

JAVA SUPPORT



Solution Manager Diagnostics Integrated inService Desk Scenario

Customer SAP

Find

Solution

6Provide Solution

2

Search for

Solution

Customer'sSolutionDatabase

1

Report

Incident

SAP System

Service Desk

End UserSolutionSupport


SAP Note DatabaseService Products

Best Practices

Provide Solution

SAP Support4

Forward ProblemSolution

Manager

Diagnostics

3Perform Root

Cause Analysis

Perform Root

Cause Analysis

5



SAP CUSTOMERSAP SUPPORT

Solution Manager DiagnosticsEfficient and Safe Root Cause Analysis

EFFICIENTReduce time for root cause analysis

Available in one central console

Standardized SAP best practices for

diagnostics, integral part of SAP

NetWeaver and used by all SAP

employees

Uniform across components

SAFENo changes to production systems

Runs in web browser and can be

accessed via http connection, No OS

access necessary for standard support

No access to SAP NetWeaver

administration tools

Enforced customer control for change

management

SOLUTION MANAGER DIAGNOSTICS provides efficient and safe root cause

analysis of incidents in customer solutions powered by SAP NetWeaver.

SAP System

Solution Manager

Diagnostics

SAP NetWeaver

Administration ToolsSolution Landscape

Safe

access

No

accesschange

read only



Support and Administration Role


Document

Implement

Test

Control change

Manage

incident

Monitor

solutions

Diagnostics

Root Cause Analysis

Ensure stability

Optimize

performance

Minimize ressource

consumption

(analyze logs, dumps,

traces, configuration,

ressource consumption,

coding etc.)

SAP NetWeaver Administrator

Start & Stop

Change configuration

Transport software changes

Backup & Recovery

Output Management

User Management

Job Scheduling

Monitor systems

Incident analysis

Support Role Administration Role

SAP CRM

7.0

NW 04

SAP APO

3.1SAP R/3

4.6C

Solution Landscape



Introscope

„WilyTech Introscope is a performance management

solution that enables you to monitor complex web applications

in production environments 24x7“ (http://www.wilytech.com).

Positioned in the leader’s quadrant of Gartner Inc.’s magic

quadrant for J2EE application server management

SAP Solution Manager 7.0 includes a

license of CA‘s WilyTech Introscope

for SAP delivered instrumentation

and dashboards.

To be licensed at Wily:

Customer own dashboards

Customer own instrumentation

Wily delivered dashboards and

instrumentation („Powerpacks“)

Why WilyTech Introscope?

SAP Solution Manager relies on Introscope to do root-cause analysis of

performance problems and permanent monitoring for non-ABAP applications

Provides dynamic instrumentation of code (BCI technology)

Open for support of non SAP applications

Strong commitment by CA Wily and SAP for intensive technology partnership



Solution Manager Diagnostics at Work

Landscape

Navigation

Detailed

Navigation


SAP AG 2008, SM150


Describe the integrated scenarios in Service Desk

Integration SAP Solution Manager: Unit Summary

SM150 en Help Desk Config

Documents

Transcript of SM150 en Help Desk Config