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Message Processing withSAP Solution Manager Service Deskfor Channel Partners (VAR)
Solution Manager Product ManagementFebruary 2008
Standard End-to-End Process View VARs
SAP 1st and 2nd level support,on demand expertise and
management of software updates
Customer 1st
and 2nd level(SAP self services)
3rd level support and provisionof software updates
VARCUSTOMER
SDN SAP ServiceMarketplace
© SAP 2007 / Page 3
Technical information on contextand system
Comprehensive description of theproblem
Specific product component
Usage of SAP Expert Forums andother sources
Search through own formermessages
1st LevelComplete the problem description
(include/correct missing / wrong information)Check the priority based on the given
definition (Prio1)Translate into EN if necessary
Assign incident to a product componentEnsuring working remote connection
Search support database(e.g. notes and messages)
Ensuring End User‘s activitiesAdding any attachements that could help
2nd LevelSeaching for errors
Checking the customizing settingsAnalyze dumps, write traces, debug
Reproduce the incidentAccess customer system when
necessaryTest the solution
Provide workaroundUsage of SAP expert forums
and other sourcesSummarize status beforeforwarding to SAP support
Technical information on contextand system
Comprehensive description of theproblem
Specific product component
Usage of SAP Expert Forums andother sources
Search through own formermessages
1st / 2nd / 3rd level tasks
END USER OR PARTNER PARTNER DEVELOPMENT SUPPORT
© SAP 2007 / Page 4
Steps to Your Own SAP Solution ManagerService Desk for Your Customer’s Messages
Implementation1. Getting installation number (done by SAP contract department)
2. Ordering SAP Solution Manager software according to SAP note 6289013. Calculating hardware with sizing giude => (http://service.sap.com/solutionmanager Information for VARs, ASPs and AHPs Setup Documents (SP15+)
4. Odering hardware5. Installation SAP Solution Manager (Security Guide: http://service.sap.com/solutionmanager Information for VARs, ASPs and AHPs Setup Documents (SP15+)
& ( Online documentation)
6. Getting SAP Solution Manager License Key from SAP Service Marketplace (http://service.sap.com/LICENSEKEY)
7. Installation Download Manager from SAP Service Marketplace in Download Basket (http://service.sap.com/SWDC)
8. Performing SAP Solution Manager Basic configuration (including Maintenance Optimizer) and install latest notes9. Information to customers about future message process and requirement of a customer’s S-user (S-user + pw, as of SP15 S-user
without special authorizations) as per Security Guide requirements10. Configuration of Scenario for VARs (see SP15 Config Guide for Service Desk for VARs under Setup Documents (SP15+)
11. Download of master data (user data and system data) of VAR and VAR’s customers12. Installation of Web Dispatcher and web interface for customer web access to SAP Solution Manager13. Training of support employees and pilot customers14. Test and piloting with first customers15. Roll-out to customers about go live date of new process and user access to Service Desk (same S-numbers as in SAP Service
Marketplace)16. Optional: information to customers about Maintenance Optimizer service17. Notification to SAP with go live date and partner’s Solution Manager URL for his customers (message to SAP component sv-smg-
sup)18. Customers get message in Message Wizard in SAP Service Marketplace about changed message processing and link to partner’s
Service Desk web interfaceOperation
Update messages SAP Partner’s SAP Solution ManagerUpdate users and system data
SAP SolutionManager
Service Desk
SAP
RFC per Customer
PartnerPartner‘sCustomer
Web Access to Customer‘sWork Center for MessageCreation and Processing
Customer – Partner – SAP - Network
WebDispatcherhttps:
Data Flow with SAP Solution Manager ServiceDesk for VARs
© SAP 2007 / Page 6
ChannelPartner (VAR)
SAP GlobalService Backbone
AutomaticMessage exchange1
3
SynchronizationCustomer User& System data
Partner’sCustomers
Synchronization of partner‘s customers user and system data with SAPNew WebUI for customer‘s access to Service Desk (WebDynpro)Automatic forwarding of prio 1 message outside of partner‘s business hoursSearch on all customer messages for channel partners in SAP Service Marketplace
Cust 3WebUI
Cust 1
Cust 2WebUI
https:
https:
SAP
SAPSAP
SAP
RFC
RFCRFC
Several Ways of Messages through 3 Levels
SAP Solution ManagerService Desk
Customer
Partner
SAP SAPService & Support
Backbone
Support message fromSAP Solution
Message in partner‘s ServiceDesk- by phone- by customer user direct access
Searching insolution
database
Message forwarding
Web Frontend
SAP Solution ManagerService Desk1
23
4
1st & 2nd Level Support
3rd Level Support
Message Forwarding Dependent on OfficeHours
1st & 2nd Level Supportin SAP Solution ManagerService Desk of Partner
3rd Level SupportSAP Service & Support
Backbone
Customer Frontend
Cus
tom
erP
artn
erS
AP
During Partner’s Office Hours Prio1 Outside Partner’s Office Hours
Message Flow – Partner‘s Office Time
© SAP 2007 / Page 9
Customer Partner SAP
1) New Message
5) Solution Provided(by SAP)
4) Message forwardedto SAP
6) MessageConfirmed
5) Solution Provided(by SAP)
2) Solution Provided(by Partner)
SolutionProposal
3) Messagefor Processing
NocompleteSolution
6) MessageConfirmed
RightSolution
SolutionProposal
(3 level support)(1 & 2 level support)
Partner Message Searchon all customer messageswithout customer related
data in SAP ServiceMarketplace
If solution not availablemanual Forwarding
Automatic Forwardingto Customer if flagged
in single message
Automatic Forwardingto SAP
Message Flow – Prio 1 Outside Partner‘s OfficeTime
© SAP 2007 / Page 10
Customer Partner SAP
1) New Message
5) Solution Provided(by SAP)
4) Message forwardedto SAP
6) MessageConfirmed
5) Solution Provided(by SAP)
6) MessageConfirmed
Automatic Forwardingto SAP
Automatic Forwardingto Customer
Automatic Forwardingto SAP
(all level support)(no support)
Message Processing for Key User viaWorkCenter
© SAP 2007 / Page 11
1. Entry screen forCustomer‘s WebUI
2. Create new message
3. View new message
Message Processing for Partner SupportEmployee
© SAP 2007 / Page 12
List of messagesfor processor
Process message
Forward message to SAP Supportor send back to Customer
SAP GlobalService Backbone
IBaseCustomerInstallation
SystemClient
Authorization
SMSYSystems
Logical Components
SolutionLog. Components
SystemsEWA processing
Reports
SU01Create userfor S-User
BPCreate BPfor S-User
Customermessage
Initial andsynchronization
MOPz
SolutionManager@Partner
Automatic Data Exchange and Initial DataTransfer
Integration of Partners in to SAP's GlobalService Backbone – Details
SAP SolutionManager@Partner
IBaseCustomerInstallation
SystemClient
Authorization
AutomaticData Exchange
(and Initial Transfer)
RFC
RFC
RFC
SU01Create
user for S-User
BPCreate BPfor S-User
Optional:customer systems
connected for services(e. g. EWA)
Customer WebUI
https https https
SAP GlobalService Backbone
SMSYSystems
Logical Components
SolutionLog. Components
SystemsEWA Processing
Reports
Go-Live Process: Sent Notification to SAP
© SAP 2008 / Page 15
VAR
© SAP 2007 / Page 16
Thank you!
Partner Message Search in SAP Support Portal
© SAP 2007 / Page 17
Search for Solutions on all SAP customer messages (anonymized).The PMS is available for partners only.
© SAP 2008 / Page 18
Thank you!
© SAP 2008 / Page 19
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