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© 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
© 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
© SAP AG SMO150 – Service Desk Course Overview 1-2
SAP AG 2008, SM150
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.
© SAP AG SMO150 – Service Desk Course Overview 1-3
SAP AG 2008, SM150
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 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 2-2
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
© SAP AG SMO150 – Sap Solution 2-3
SAP AG 2008, SM150
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
© SAP AG SMO150 – Sap Solution 2-4
SAP AG 2008, SM150
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
SAP Solution Manager
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.
© SAP AG SMO150 – Sap Solution 2-5
SAP AG 2008, SM150
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
SAP Solution Manager
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.
© SAP AG SMO150 – Sap Solution 2-6
SAP AG 2008, SM150
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
© SAP AG SMO150 – Sap Solution 2-7
SAP AG 2008, SM150
You are now able to:
Describe the available functionality in
SAP Solution Manager
Solution Manager Overview: Unit Summary
© SAP AG SMO150 – Sap Solution 2-8
SAP AG 2008, SM150
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
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
Unit 6 Service Desk Actions
Unit 7 Service Desk
Customizing
Unit 8 Monitoring
Unit 9 Advanced Service Desk
Unit 10 Integration SAP Solution
Manager
Appendix
Overview
© SAP AG SMO150 – Service Desk 3-2
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
© SAP AG SMO150 – Service Desk 3-3
SAP AG 2008, SM150
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.
© SAP AG SMO150 – Service Desk 3-4
SAP AG 2008, SM150
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.
© SAP AG SMO150 – Service Desk 3-5
SAP AG 2008, SM150
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.
© SAP AG SMO150 – Service Desk 3-6
SAP AG 2008, SM150
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.
© SAP AG SMO150 – Service Desk 3-7
SAP AG 2008, SM150
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.
© SAP AG SMO150 – Service Desk 3-8
SAP AG 2008, SM150
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
© SAP AG SMO150 – Service Desk 3-9
SAP AG 2008, SM150
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
© SAP AG SMO150 – Service Desk 3-10
SAP AG 2008, SM150
You are now able to:
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
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
Unit 6 Service Desk Actions
Unit 7 Service Desk
Customizing
Unit 8 Monitoring
Unit 9 Advanced Service Desk
Unit 10 Integration SAP Solution
Manager
Appendix
Overview
© SAP AG SMO150 – CRM Master Data 4-2
SAP AG 2008, SM150
Master Data: Unit Objectives
After completing this unit, you will be able to:
Describe the relevant CRM master data:
Business partner
Organizational Data
IBase
© SAP AG SMO150 – CRM Master Data 4-3
SAP AG 2008, SM150
Overview of the relevant CRM master data
Business Partner
Organizational Data
IBase
© SAP AG SMO150 – CRM Master Data 4-4
SAP AG 2008, SM150
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.
© SAP AG SMO150 – CRM Master Data 4-5
SAP AG 2008, SM150
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?”)
© SAP AG SMO150 – CRM Master Data 4-6
SAP AG 2008, SM150
Partner Function KEY USER
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 ?
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
© SAP AG SMO150 – CRM Master Data 4-7
SAP AG 2008, SM150
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
© SAP AG SMO150 – CRM Master Data 4-8
SAP AG 2008, SM150
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
© SAP AG SMO150 – CRM Master Data 4-9
SAP AG 2008, SM150
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
© SAP AG SMO150 – CRM Master Data 4-10
SAP AG 2008, SM150
Mass Creation of Business Partner (2/3)
Change Date for selection if necessary (for example, 1 week).
Add Satellite system.
Select User using double-click.
Choose Create.
© SAP AG SMO150 – CRM Master Data 4-11
SAP AG 2008, SM150
Mass Creation of Business Partner (3/3)
To delete business partners, use report BUPA_TEST_DELETE.
© SAP AG SMO150 – CRM Master Data 4-12
SAP AG 2008, SM150
Partner Function: MESSAGE PROCESSOR
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 ?
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.
© SAP AG SMO150 – CRM Master Data 4-13
SAP AG 2008, SM150
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.
© SAP AG SMO150 – CRM Master Data 4-14
SAP AG 2008, SM150
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.
© SAP AG SMO150 – CRM Master Data 4-15
SAP AG 2008, SM150
Partner Function: SOLD-TO-PARTY
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 ?
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.
© SAP AG SMO150 – CRM Master Data 4-16
SAP AG 2008, SM150
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.
© SAP AG SMO150 – CRM Master Data 4-17
SAP AG 2008, SM150
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.
© SAP AG SMO150 – CRM Master Data 4-18
SAP AG 2008, SM150
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.
© SAP AG SMO150 – CRM Master Data 4-19
SAP AG 2008, SM150
Partner Function: ADMINISTRATOR
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 ?
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.
© SAP AG SMO150 – CRM Master Data 4-20
SAP AG 2008, SM150
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.
© SAP AG SMO150 – CRM Master Data 4-21
SAP AG 2008, SM150
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.
© SAP AG SMO150 – CRM Master Data 4-22
SAP AG 2008, SM150
Partner Function: SUPPORT TEAM
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 ?
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).
© SAP AG SMO150 – CRM Master Data 4-23
SAP AG 2008, SM150
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)
© SAP AG SMO150 – CRM Master Data 4-24
SAP AG 2008, SM150
Overview of the relevant CRM master data
Business Partner
Organizational Data
IBase
© SAP AG SMO150 – CRM Master Data 4-25
SAP AG 2008, SM150
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.
© SAP AG SMO150 – CRM Master Data 4-26
SAP AG 2008, SM150
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
© SAP AG SMO150 – CRM Master Data 4-27
SAP AG 2008, SM150
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
© SAP AG SMO150 – CRM Master Data 4-28
SAP AG 2008, SM150
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
© SAP AG SMO150 – CRM Master Data 4-29
SAP AG 2008, SM150
Example: Assign Employee to Position (2/2)
© SAP AG SMO150 – CRM Master Data 4-30
SAP AG 2008, SM150
Overview of the relevant CRM master data
Business Partner
Organizational Data
IBase
© SAP AG SMO150 – CRM Master Data 4-31
SAP AG 2008, SM150
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
© SAP AG SMO150 – CRM Master Data 4-32
SAP AG 2008, SM150
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.
© SAP AG SMO150 – CRM Master Data 4-33
SAP AG 2008, SM150
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.
© SAP AG SMO150 – CRM Master Data 4-34
SAP AG 2008, SM150
Structure
Overview
Structuring the
systems through
additional text
components
Subordinate
Systems
Change Installed Base (SAP Solution Landscape)
© SAP AG SMO150 – CRM Master Data 4-35
SAP AG 2008, SM150
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)
© SAP AG SMO150 – CRM Master Data 4-36
SAP AG 2008, SM150
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.
© SAP AG SMO150 – CRM Master Data 4-37
SAP AG 2008, SM150
You are now able to:
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.
1.2.1. Maintain the business partner. Go to transaction BP.
1.2.2. Create a person as business partner. Choose the Create Person button (F5).
Field Data Entry
First Name ##
Last Name KEY_USER
Search Term Group ##.
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
At the conclusion of this exercise, you will be able to:
• 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
Log on to the system with your user ID.
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
At the conclusion of this exercise, you will be able to:
• 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
At the conclusion of this exercise, you will be able to:
• 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
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.
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
Search Term Group ##.
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.
1.2.1. Maintain the business partner. Go to transaction BP.
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
Search Term Group ##.
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
At the conclusion of this exercise, you will be able to:
• 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
Log on to the system with your user ID.
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
At the conclusion of this exercise, you will be able to:
• 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
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
Unit 6 Service Desk Actions
Unit 7 Service Desk
Customizing
Unit 8 Monitoring
Unit 9 Advanced Service Desk
Unit 10 Integration SAP Solution
Manager
Appendix
Overview
© SAP AG SMO150 – Service Desk Process 5-2
SAP AG 2008, SM150
Service Desk Process: Unit objectives
After completing this unit, you will be able to:
Describe the Service Desk Process
Describe how to create a support desk message
Describe the process of solving a support desk
message
© SAP AG SMO150 – Service Desk Process 5-3
SAP AG 2008, SM150
Service Desk Process
Content:
Creating a support desk message
Solving a support desk message
© SAP AG SMO150 – Service Desk Process 5-4
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 SMO150 – Service Desk Process 5-5
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.
© SAP AG SMO150 – Service Desk Process 5-6
SAP AG 2008, SM150
Attachment of Documents
You can attach any document type to the support desk message.
© SAP AG SMO150 – Service Desk Process 5-7
SAP AG 2008, SM150
System Environment
When the message is created using Help → Create Support Message, the system
environment is automatically attached.
© SAP AG SMO150 – Service Desk Process 5-8
SAP AG 2008, SM150
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 SMO150 – Service Desk Process 5-9
SAP AG 2008, SM150
Overview of the Relevant CRM Master Data
Content:
Creating a support desk message
Solving a support desk message
© SAP AG SMO150 – Service Desk Process 5-10
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.
© SAP AG SMO150 – Service Desk Process 5-11
SAP AG 2008, SM150
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
© SAP AG SMO150 – Service Desk Process 5-12
SAP AG 2008, SM150
SAP Solution Manager: Support Desk Message
Transaction DSWP (Solution Manager)
Service Desk → Operations → Service Desk
Variant: Open Messages
© SAP AG SMO150 – Service Desk Process 5-13
SAP AG 2008, SM150
Transaction Monitor
Transaction Monitor
You can start the Transaction Monitor in the SAP menu using Service → Transaction
Monitor.
Or with transaction: CRM_DNO_MONITOR
© SAP AG SMO150 – Service Desk Process 5-14
SAP AG 2008, SM150
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.
© SAP AG SMO150 – Service Desk Process 5-15
SAP AG 2008, SM150
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
© SAP AG SMO150 – Service Desk Process 5-16
SAP AG 2008, SM150
Fast Entry/ Transaction Data
Two different areas: Fast Entry and Transaction Data (contains more information)
© SAP AG SMO150 – Service Desk Process 5-17
SAP AG 2008, SM150
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
© SAP AG SMO150 – Service Desk Process 5-18
SAP AG 2008, SM150
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
© SAP AG SMO150 – Service Desk Process 5-19
SAP AG 2008, SM150
SAP Service Marketplace: SAP Notes Search
You can search for relevant notes in the SAP Marketplace.
© SAP AG SMO150 – Service Desk Process 5-20
SAP AG 2008, SM150
SAP Service Marketplace: SAP Notes
If you found a note concerning your problem you can attach the information directly to
the message
© SAP AG SMO150 – Service Desk Process 5-21
SAP AG 2008, SM150
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.
© SAP AG SMO150 – Service Desk Process 5-22
SAP AG 2008, SM150
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.
© SAP AG SMO150 – Service Desk Process 5-23
SAP AG 2008, SM150
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
© SAP AG SMO150 – Service Desk Process 5-24
SAP AG 2008, SM150
Search Inside the Solution Database
Define your search criteria (a short text of the support desk message is automatically
copied) and choose Enter.
© SAP AG SMO150 – Service Desk Process 5-25
SAP AG 2008, SM150
The Support Process
End User
mySAP Enterprise
Portal
SAP Active
Global Support
Customer
SAP ServiceMarketplace
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.
© SAP AG SMO150 – Service Desk Process 5-26
SAP AG 2008, SM150
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.
© SAP AG SMO150 – Service Desk Process 5-27
SAP AG 2008, SM150
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)
© SAP AG SMO150 – Service Desk Process 5-28
SAP AG 2008, SM150
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
© SAP AG SMO150 – Service Desk Process 5-29
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Send Message to SAP 2/3
After entering the Information for SAP choose the Action „Send Message to SAP“ from
the Toolbox.
Save the message.
© SAP AG SMO150 – Service Desk Process 5-30
SAP AG 2008, SM150
Send Message to SAP 3/3
You can see the referring SAP Service message number and the changed message
status.
© SAP AG SMO150 – Service Desk Process 5-31
SAP AG 2008, SM150
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
© SAP AG SMO150 – Service Desk Process 5-32
SAP AG 2008, SM150
Secure Area Integration 2/5
Click on Display
© SAP AG SMO150 – Service Desk Process 5-33
SAP AG 2008, SM150
Secure Area Integration 3/5
Choose the relevant System type
© SAP AG SMO150 – Service Desk Process 5-34
SAP AG 2008, SM150
Secure Area Integration 4/5
Click on Create to enter the access data
© SAP AG SMO150 – Service Desk Process 5-35
SAP AG 2008, SM150
Secure Area Integration 5/5
Fill in the required information
© SAP AG SMO150 – Service Desk Process 5-36
SAP AG 2008, SM150
Answer from SAP
Check manually for an update of your message at SAP
© SAP AG SMO150 – Service Desk Process 5-37
SAP AG 2008, SM150
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).
© SAP AG SMO150 – Service Desk Process 5-38
SAP AG 2008, SM150
Confirm Message
After getting the answer from SAP you can confirm the Message to SAP
Choose the action „Confirm Message to SAP“
Save message
© SAP AG SMO150 – Service Desk Process 5-39
SAP AG 2008, SM150
Confirmed Message at SAP
Move to the SAP Attributes tab page.
The status from the SAP Service message has changed.
© SAP AG SMO150 – Service Desk Process 5-40
SAP AG 2008, SM150
Complete the Message
Now you can solve the problem and complete the message by changing the Status to
“Confirmed”
The message is completed.
© SAP AG SMO150 – Service Desk Process 5-41
SAP AG 2008, SM150
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.
© SAP AG SMO150 – Service Desk Process 5-42
SAP AG 2008, SM150
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.
© SAP AG SMO150 – Service Desk Process 5-43
SAP AG 2008, SM150
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
© SAP AG SMO150 – Service Desk Process 5-44
SAP AG 2008, SM150
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
SAP Solution Manager
Internet Customer Self Service (CRM ICSS)
Create
MessageAnalyze
MessageRequest
Information
User Support
SAP
Support
© SAP AG SMO150 – Service Desk Process 5-45
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
© SAP AG SMO150 – Service Desk Process 5-46
SAP AG 2008, SM150
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 SMO150 – Service Desk Process 5-47
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 SMO150 – Service Desk Process 5-48
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 SMO150 – Service Desk Process 5-49
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 SMO150 – Service Desk Process 5-50
SAP AG 2008, SM150
Service Process: Unit Summary
After completing this unit, you will be able to:
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
At the conclusion of this exercise, you will be able to:
• 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:
Field Name or Data Type Value
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
Unit 5: Support Process
Topic: Service Desk
At the conclusion of this exercise, you will be able to:
• 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:
Field Name or Data Type Value
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
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
Unit 6 Service Desk Actions
Unit 7 Service Desk
Customizing
Unit 8 Monitoring
Unit 9 Advanced Service Desk
Unit 10 Integration SAP Solution
Manager
Appendix
Overview
© SAP AG SMO150 – Service Desk Actions 6-2
SAP AG 2008, SM150
Service Desk Actions: Unit Objectives
After completing this unit, you will be able to:
Describe the processing of actions
Describe the configuration of actions
Use the action monitor to launch actions
© SAP AG SMO150 – Service Desk Actions 6-3
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 SMO150 – Service Desk Actions 6-4
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.
© SAP AG SMO150 – Service Desk Actions 6-5
SAP AG 2008, SM150
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)
© SAP AG SMO150 – Service Desk Actions 6-6
SAP AG 2008, SM150
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.
© SAP AG SMO150 – Service Desk Actions 6-7
SAP AG 2008, SM150
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
© SAP AG SMO150 – Service Desk Actions 6-8
SAP AG 2008, SM150
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 SMO150 – Service Desk Actions 6-9
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).
© SAP AG SMO150 – Service Desk Actions 6-10
SAP AG 2008, SM150
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 SMO150 – Service Desk Actions 6-11
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 SMO150 – Service Desk Actions 6-12
SAP AG 2008, SM150
You are now able to:
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 SMO150 – Service Desk Actions 6-13
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
At the conclusion of this exercise, you will be able to:
• 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:
Field Name or Data Type Value
Application CRM_ORDER
Action Profile SLFN0001_ADVANCED
1-2-2 Define a new action.
Field Name or Data Type Value
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.
Field Name or Data Type Value
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.
Field Name or Data Type Value
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
At the conclusion of this exercise, you will be able to:
• 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 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 SM0150 – Service Desk Customizing 7-2
SAP AG 2008, SM150
Service Desk Customizing: Unit Objectives
After completing this unit, you will be able to:
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 SM0150 – Service Desk Customizing 7-3
SAP AG 2008, SM150
Service Desk Customizing
Content:
Customizing of Basic Notification
Customizing of CRM Service Transaction
© SAP AG SM0150 – Service Desk Customizing 7-4
SAP AG 2008, SM150
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 SM0150 – Service Desk Customizing 7-5
SAP AG 2008, SM150
Support Desk system
Components and Business Objects Overview
Support message SLF1
(ABA notification) Number Range
Priorities
Text Segment Types
Action Profile
Support desk message
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.
© SAP AG SM0150 – Service Desk Customizing 7-6
SAP AG 2008, SM150
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 SM0150 – Service Desk Customizing 7-7
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.
© SAP AG SM0150 – Service Desk Customizing 7-8
SAP AG 2008, SM150
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
© SAP AG SM0150 – Service Desk Customizing 7-9
SAP AG 2008, SM150
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 SM0150 – Service Desk Customizing 7-10
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 SM0150 – Service Desk Customizing 7-11
SAP AG 2008, SM150
Action Profile
Standard for ABA notification with service transactions
Will create / change service transaction in CRM
Transaction: SPPFCADM
Choose the Action profile „SLFN0001_Standard_DNO“
© SAP AG SM0150 – Service Desk Customizing 7-12
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Action Definition
Action definition that belongs to Action Profile „SLFN0001_STANDARD_DNO“
© SAP AG SM0150 – Service Desk Customizing 7-13
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Processing Type
Processing Type settings for Action „Create/Change Basis message from CRM
Transaction“ -> is responsible for creating a CRM service transaction
© SAP AG SM0150 – Service Desk Customizing 7-14
SAP AG 2008, SM150
Processing Type
Processing parameter for the following CRM service transaction
© SAP AG SM0150 – Service Desk Customizing 7-15
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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 SM0150 – Service Desk Customizing 7-16
SAP AG 2008, SM150
Overview of the Relevant CRM Master Data
Content:
Customizing of Basic Notification
Customizing of CRM Service Transaction
© SAP AG SM0150 – Service Desk Customizing 7-17
SAP AG 2008, SM150
Support Desk system
Components and Business Objects Overview
Support message SLF1
(ABA notification)Customer
System
Customer
System
SAP Online
Service System
(OSS)
Support desk message
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 Net R/3 Frontend)
CRM Service transaction (will be used for the Support Desk Scenario)
© SAP AG SM0150 – Service Desk Customizing 7-18
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Support Desk system
Components and Business Objects Overview
Transaction-Type
Support desk message
SLFN
(service transaction)
Action Profile
Text Determination
Procedure
Partner
Determination
Status Scheme
Organizational Data
Date Profile
Number Ranges
Priorities
Categories
Support message SLF1
(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)
© SAP AG SM0150 – Service Desk Customizing 7-19
SAP AG 2008, SM150
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)
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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
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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
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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
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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
IMG: SAP Solution Manager → Scenario-Specific Settings → Service
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
IMG: SAP Solution Manager → Scenario-Specific Settings → Service
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
Transaction: SPPFCADM
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.
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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.
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You are now able to:
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
Unit 7: Support Process
Topic: Configuration Support Desk
At the conclusion of this exercise, you will be able to:
• 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
Unit 7: Support Process
Topic: Configuration Support Desk
At the conclusion of this exercise, you will be able to:
• 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?
Choose customizing path Customer Relationship Management Transactions
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?
Choose customizing path Customer Relationship Management Transactions
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
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
Unit 6 Service Desk Actions
Unit 7 Service Desk
Customizing
Unit 8 Monitoring
Unit 9 Advanced Service Desk
Unit 10 Integration SAP Solution
Manager
Appendix
Overview
© SAP AG SMO150 – Monitoring 8-2
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Monitoring: Unit Objectives
After completing this unit, you will be able to:
Describe the possibilities to report on Service
Desk messages
Using the different selection reports
Create user based monitor variants
© SAP AG SMO150 – Monitoring 8-3
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Service Desk Reporting
Transaction DSWP – Operations – Solution Reporting – Service Desk
© SAP AG SMO150 – Monitoring 8-5
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Service Desk Reporting
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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Service Desk Reporting
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
© SAP AG SMO150 – Monitoring 8-7
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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
© SAP AG SMO150 – Monitoring 8-8
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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.
© SAP AG SMO150 – Monitoring 8-9
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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.
© SAP AG SMO150 – Monitoring 8-10
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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)
© SAP AG SMO150 – Monitoring 8-12
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Selection Variant Transaction
Save your variant in the Transaction Monitor Service Processes.
© SAP AG SMO150 – Monitoring 8-13
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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
© SAP AG SMO150 – Monitoring 8-14
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Settings of the Business Transactions
Select Settings.
© SAP AG SMO150 – Monitoring 8-15
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Settings
Make sure that your user has the same settings as shown here and on the following
worksheets.
© SAP AG SMO150 – Monitoring 8-16
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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
© SAP AG SMO150 – Monitoring 8-18
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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.
© SAP AG SMO150 – Monitoring 8-19
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You are now able to:
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
At the conclusion of this exercise, you will be able to:
• 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:
Field Name or Data Type Value
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:
Field Name or Data Type Value
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
At the conclusion of this exercise, you will be able to:
• 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:
Field Name or Data Type Value
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:
Field Name or Data Type Value
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
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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 – Advanced Service Desk 9-2
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Advanced Service Desk : Unit Objectives
After completing this unit, you will be able to:
Have an overview of the advanced functionalities of
the Service Desk
Integrate this functionalities in a Service Desk
© SAP AG SMO150 – Advanced Service Desk 9-3
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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
© SAP AG SMO150 – Advanced Service Desk 9-4
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Service Contract
Content:
Service Contracts
Service Level Agreements
© SAP AG SMO150 – Advanced Service Desk 9-5
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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.
© SAP AG SMO150 – Advanced Service Desk 9-6
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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
© SAP AG SMO150 – Advanced Service Desk 9-7
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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)
© SAP AG SMO150 – Advanced Service Desk 9-8
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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.
© SAP AG SMO150 – Advanced Service Desk 9-9
SAP AG 2008, SM150
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.
© SAP AG SMO150 – Advanced Service Desk 9-10
SAP AG 2008, SM150
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.
© SAP AG SMO150 – Advanced Service Desk 9-11
SAP AG 2008, SM150
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.
© SAP AG SMO150 – Advanced Service Desk 9-12
SAP AG 2008, SM150
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 /
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
© SAP AG SMO150 – Advanced Service Desk 9-13
SAP AG 2008, SM150
Service Level Agreement
Content:
Service Contracts
Service Level Agreements
© SAP AG SMO150 – Advanced Service Desk 9-14
SAP AG 2008, SM150
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.
© SAP AG SMO150 – Advanced Service Desk 9-15
SAP AG 2008, SM150
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.
© SAP AG SMO150 – Advanced Service Desk 9-16
SAP AG 2008, SM150
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).
© SAP AG SMO150 – Advanced Service Desk 9-17
SAP AG 2008, SM150
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.
Response time - 2 hours: response by Monday 3 p.m.
Service profile: 7a.m. - 7 p.m.
Response time - 8 hours: response by Tuesday 8 a.m.
Response time - 4 hours: response by Monday 4 p.m.
Response time - 2 hours: response by Monday 2 p.m.
© SAP AG SMO150 – Advanced Service Desk 9-18
SAP AG 2008, SM150
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.
© SAP AG SMO150 – Advanced Service Desk 9-19
SAP AG 2008, SM150
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.
© SAP AG SMO150 – Advanced Service Desk 9-20
SAP AG 2008, SM150
Solution Database
Content:
Service Contracts / Service Level Agreements
Solution Database
IC WebClient / IC WebClient Enduser
3rd Party Interface
Installation / Upgrade SAP Solution Manager
© SAP AG SMO150 – Advanced Service Desk 9-21
SAP AG 2008, SM150
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.
© SAP AG SMO150 – Advanced Service Desk 9-22
SAP AG 2008, SM150
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.
© SAP AG SMO150 – Advanced Service Desk 9-23
SAP AG 2008, SM150
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.
© SAP AG SMO150 – Advanced Service Desk 9-24
SAP AG 2008, SM150
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.
© SAP AG SMO150 – Advanced Service Desk 9-25
SAP AG 2008, SM150
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.
© SAP AG SMO150 – Advanced Service Desk 9-26
SAP AG 2008, SM150
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.
© SAP AG SMO150 – Advanced Service Desk 9-30
SAP AG 2008, SM150
ICWebClient
Content:
Service Contracts / Service Level Agreements
Solution Database
IC WebClient / IC WebClient Enduser
3rd Party Interface
Installation / Upgrade SSAP Solution Manager
© SAP AG SMO150 – Advanced Service Desk 9-31
SAP AG 2008, SM150
ICWebClient
Content:
IC WebClient
IC WebClient Enduser
© SAP AG SMO150 – Advanced Service Desk 9-32
SAP AG 2008, SM150
New User Interface – Interaction Center Web Client*
* available with Support Package Stack 6
© SAP AG SMO150 – Advanced Service Desk 9-33
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 SMO150 – Advanced Service Desk 9-34
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 SMO150 – Advanced Service Desk 9-35
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 SMO150 – Advanced Service Desk 9-36
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 SMO150 – Advanced Service Desk 9-37
SAP AG 2008, SM150
ICWebClient Enduser
Content:
IC WebClient
IC WebClient Enduser
© SAP AG SMO150 – Advanced Service Desk 9-38
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 SMO150 – Advanced Service Desk 9-39
SAP AG 2008, SM150
3rd Party Interface
Content:
Service Contracts / Service Level Agreements
Solution Database
IC WebClient / IC WebClient Enduser
3rd Party Interface
Installation / Upgrade SAP Solution Manager
© SAP AG SMO150 – Advanced Service Desk 9-40
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 SMO150 – Advanced Service Desk 9-41
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 SMO150 – Advanced Service Desk 9-42
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 SMO150 – Advanced Service Desk 9-43
SAP AG 2008, SM150
Basic architecture
Solution ManagerSAP Support
SAP Customer
Service Desk
RFC
Third party
help desk
SOAP/HTTP
Web
Serv
ices
Web
Serv
ices
SAP Application
RF
C
© SAP AG SMO150 – Advanced Service Desk 9-44
SAP AG 2008, SM150
Use case
Solution ManagerSAP Support
SAP Customer
Service Desk
RFC
Third party
help desk
SOAP/HTTP
Web
Serv
ices
SAP Application
RF
C
MessageMessageMessage
Web
Serv
ices
© SAP AG SMO150 – Advanced Service Desk 9-45
SAP AG 2008, SM150
Use case 2
Solution ManagerSAP Support
SAP Kunde
Service Desk
RFC
externer
Help-Desk
SOAP/HTTP
Web
Serv
ices
Web
Serv
ices
MessageMessageMessage
© SAP AG SMO150 – Advanced Service Desk 9-46
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 SMO150 – Advanced Service Desk 9-47
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 SMO150 – Advanced Service Desk 9-48
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 SMO150 – Advanced Service Desk 9-49
SAP AG 2008, SM150
Required interfaces 2/2
Process message
Set status “Sent
back”Accept message
Send message back
SendBackMessage
Solution Manager External Help-Desk
Set status “In
Process”
Close message
Close message
CloseMessage
© SAP AG SMO150 – Advanced Service Desk 9-50
SAP AG 2008, SM150
Required interfaces 3/3
Solution Manager External Help-Desk
Accept mesage
Create message
Process message
Set status
“Forwarded”
Forward message
Set status “In
process”
Create messsage
Set status
“Forwarded”
ForwardMessage
CreateMessage
© SAP AG SMO150 – Advanced Service Desk 9-51
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 SMO150 – Advanced Service Desk 9-52
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 SMO150 – Advanced Service Desk 9-53
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 SMO150 – Advanced Service Desk 9-54
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 SMO150 – Advanced Service Desk 9-55
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 SMO150 – Advanced Service Desk 9-56
SAP AG 2008, SM150
Installation / Upgrade Solution Manager
Content:
Service Contracts / Service Level Agreements
Solution Database
IC WebClient / IC WebClient Enduser
3rd Party Interface
Installation / Upgrade SAP Solution Manager
© SAP AG SMO150 – Advanced Service Desk 9-57
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+
+
+
+
+
SAP Solution Manager
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 SMO150 – Advanced Service Desk 9-58
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 SMO150 – Advanced Service Desk 9-59
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 SMO150 – Advanced Service Desk 9-60
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
Mass shipment SAP Solution Manager 3.2
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 SMO150 – Advanced Service Desk 9-61
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
Mass shipment SAP Solution Manager 7.0
End to End Change Request Management for SAP Solution Landscapes
Compliance Packages for SAP Solution Manager (FDA, SOX, CobiT)
© SAP AG SMO150 – Advanced Service Desk 9-62
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 SMO150 – Advanced Service Desk 9-63
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 SMO150 – Advanced Service Desk 9-64
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 SMO150 – Advanced Service Desk 9-65
SAP AG 2008, SM150
Sizing Proposal on Implementation Scenario
Small SAPS Medium SAPS Large SAPS
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 SMO150 – Advanced Service Desk 9-66
SAP AG 2008, SM150
Sizing Proposal on Service Desk - ChaRM
Small SAPS Medium SAPS Large SAPS
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 SMO150 – Advanced Service Desk 9-67
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 SMO150 – Advanced Service Desk 9-68
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 SMO150 – Advanced Service Desk 9-69
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 SMO150 – Advanced Service Desk 9-70
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 SMO150 – Advanced Service Desk 9-71
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 SMO150 – Advanced Service Desk 9-72
SAP AG 2008, SM150
SAPInst - Screenshot
The SAP Solution Manager is installed via SAPInst like any other system.
© SAP AG SMO150 – Advanced Service Desk 9-73
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 SMO150 – Advanced Service Desk 9-74
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 SMO150 – Advanced Service Desk 9-75
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 SMO150 – Advanced Service Desk 9-76
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 SMO150 – Advanced Service Desk 9-77
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 SMO150 – Advanced Service Desk 9-78
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 SMO150 – Advanced Service Desk 9-79
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 SMO150 – Advanced Service Desk 9-80
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 SMO150 – Advanced Service Desk 9-81
SAP AG 2008, SM150
You are now able to:
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
At the conclusion of this exercise, you will be able to:
• 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
Unit 6: Service Contracts
Topic: Service Level Agreements
At the conclusion of this exercise, you will be able to:
• 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
Unit 9: Service Contracts
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
Field Name or Data Type Values
Product Hotline-Support
Quantity 1
Choose Enter.
1-1-3 Double-click item. Go to Object List tab
Field Name or Data Type Values
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
Unit 6: Service Contracts
Topic: Service Level Agreements
2-1 Create a service process with contract
2-1-1
SAP menu → Service → Maintain Service Process
Service Process
Field Name or Data Type Values
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.
Field Name or Data Type Values
Status Released
Choose Save.
Transaction number: see system message.
© SAP AG SMO150 – Integration 10- 1
SAP AG 2008, SM150
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 – Integration 10- 2
SAP AG 2008, SM150
Integration SAP Solution Manager: Unit Objectives
After completing this unit, you will be able to:
Describe the various elements of integrated
scenarios regarding Service Desk
© SAP AG SMO150 – Integration 10- 3
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 SMO150 – Integration 10- 4
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 SMO150 – Integration 10- 5
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 SMO150 – Integration 10- 7
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 SMO150 – Integration 10- 8
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 SMO150 – Integration 10- 9
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 SMO150 – Integration 10- 10
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
SAP Solution Manager
.net
World
APO
BW
SRM
SEM
APO
SRM
SEMR/3 ERP
Analytics
ESOAExternal
Applications
Java
World
© SAP AG SMO150 – Integration 10- 11
SAP AG 2006, SAP TechEd ’06 / ULM257 / 11
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
© SAP AG SMO150 – Integration 10- 12
SAP AG 2006, SAP TechEd ’06 / ULM257 / 12
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
© SAP AG SMO150 – Integration 10- 13
SAP AG 2006, SAP TechEd ’06 / ULM257 / 13
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 ServiceMarketplace
SAP Note DatabaseService Products
Best Practices
Provide Solution
SAP Support4
Forward ProblemSolution
Manager
Diagnostics
3Perform Root
Cause Analysis
Perform Root
Cause Analysis
5
© SAP AG SMO150 – Integration 10- 14
SAP AG 2006, SAP TechEd ’06 / ULM257 / 14
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
© SAP AG SMO150 – Integration 10- 15
SAP AG 2006, SAP TechEd ’06 / ULM257 / 15
Support and Administration Role
SAP Solution Manager
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
© SAP AG SMO150 – Integration 10- 16
SAP AG 2006, SAP TechEd ’06 / ULM257 / 16
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
© SAP AG SMO150 – Integration 10- 17
SAP AG 2006, SAP TechEd ’06 / ULM257 / 17
Solution Manager Diagnostics at Work
Landscape
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