solman support desk.doc
Content
First of all, you will need to perform some preparation steps, follow these instructions below: Check level of Basis and ABAP Support Packs in the Satellite Systems. For example: for release 4.6C, Support Package 51 (or Support Package 50 with Notes 832585 and 838537) is required. For WAS 620 Support Package 54 is then required. Let’s now start with the required configuration steps to setup Service Desk in SAP Solution Manager 3.2.
1. Activate Solution Manager Services:
a. Go to transaction SICF. Navigate the tree below to each of the services listed. If the service is currently grayed out you will need to activate it. For example, navigate to /sap/public/bsp/sap/htmlb
b. If the service is grayed out, as in the example, you need to activate it, for this, select the service, go to Service/VirtualHost Menu and then select Activate. In the following screen, select the Y button, to activate the service and all the dependent services.
Now, the BSP service is activated, see below:
1
c. The same procedure needs to be performed also for the following services: /sap/public/bsp/sap/htmlb /sap/bc/bsp/sap/ai_proj_setup /sap/bc/bsp/sap/dswpnotifcreate /sap/bc/bsp/sap/dswp_create_message /sap/bc/bsp/sap/dswp_bsp /sap/bc/bsp/sap/learning_map /sap/bc/bsp/sap/public/bc /sap/bc/bsp/sap/solutionmanager /sap/bc/bsp/sap/system /sap/bc/contentserver /sap/bc/solman
2. Activating Solution Manager BC-Sets required for Service Desk:
a. Go to transaction SCPR20. The following screen will be shown:
2
b. In the BC set enter the BC set that needs to be activated, for example: SERVICE_DESK_CHANGE_REQUEST_32A
c. Press the activate (
) button. The following screen will be shown:
3
d. Make sure to select Expert mode and Overwrite All Data options, and then, click on the continue button ( ). The BC set will be now activated.
e. Now repeat steps a through d to activate also the following BC Sets: SERVICE_DESK_CHANGE_REQUEST_32A SERVICE_DESK_CHANGE_REQUEST_32F2 SERVICE_DESK_CHANGE_REQUEST_32A7 SERVICE_DESK_CHANGE_REQUEST_32A8 SERVICE_DESK_CHANGE_REQUEST_32A9 SVDSK_CORPFUNC_SECURE_AREA_32_01
3. Fetching SAP components:
This will transfer the standard SAP components from SAPNet R/3 Frontend into the Solution Manager system. Go to transaction DSWP then select Edit/Fetch SAP Componentsfrom the menu.
4. Assign the number ranges for ABA notifications:
a. Go to transaction DNO_CUST01 and select notification type SLF1, see screen below:
4
b. Select in the menu Goto -> Details
c. Assign internal number range 01 in the in the Number Range field. Then press the save ( button, see screen below:
)
5
5. Assign number range for Service Desk Messages:
a. Go to transaction SPRO Open the tree and navigate to SAP Solution Manager Implementation Guide --> SAP Solution Manager --> Basic Settings --> SAP Solution Manager System --> Service Desk --> Number Ranges for Notifications . Then press the execute icon ( ) next to Assign number range for Service Desk Messages.
6
b. Select transaction type SLFN from the Definition of Transaction types window, see screen below for details:
c. Choose Goto -> Details from the menu:
7
d. Assign the internal number range 01 and the external number range 02 under Transaction / Activity Numbering:
e. Now press the (
)button.
6. Configuring the ABA Messages:
a. Go to transaction DNO_CUST01 then select notification type SLF1.
b. Choose Goto -> Details from the menu:
8
c. Check whether action profile SLFN0001_STANDARD_DNO is assigned, if not assign it, see below:
d. Now press the (
)button.
e. Go to transaction DNO_CUST04. Select the field NO_USER_CHECK, see details below:
9
f. Choose Goto -> Details from the menu:
g. Enter X in Field Value.
10
h. Now press the (
)button.
7. Generate Business Partners:
a. Go to transaction BUSP Enter the following parameters, then press the ( Field Name, Value Client, <Client in which the business partner will be created> Application object Screen , * Generate All Screens or Just Selected Screens, All screens Delete Subscreen Containers, <blank> See details in the screen below:
) button.
11
8. Create Message Processors:
a. Go to transaction BP (Business Partner). From the menu, choose Business Partner -> Create -> Person or edit an existing Business Partner of type person.
b. Choose the role Employee.
12
c. Choose the Address tab and enter the address data for the message processor, see details below:
d. Choose the Identification tab and go to the Employee data section:
13
e. Enter the user ID of the message processor in the User field. The message processor has to have a user in the SAP Solution Manager system. f. Click the save icon ( ).If an error message is displayed from the program CRM_MKTBP_ZCAL_UPDATE_30, see SAP Note 450640. g. To create additional users, repeat the steps from a through f.
9. Create Organization Business Partners:
a. In transaction Maintain Business Partners (transaction BP), choose Business Partner -> Create -> Organization:
14
b. Choose the role Sold-to Party.
c. Choose the Address tab and enter the address data for the sold-to party, see below:
15
d. Choose the Sales Area Data button.
e. Choose the Choose Sales Area... button.
f. Select Sales Organization – Sales
16
g. In the Sales tab, select Sol_Customergroup from the input help in field Customer Group 1.
h. Click the save icon (
).
i. Repeat the steps to create additional sold-to parties.
10. Define Service Desk destinations in the Solution Manager System:
a. Go to transaction SPRO. Open the tree and navigate to SAP Solution Manager Implementation Guide -> SAP Solution Manager -> Basic Settings -> SAP Solution Manager System -> Service Desk. Press the execute icon ( Destination in the Solution Manager System . ) next to Define Service Desk
17
b. In view Create Messages: Customizing, check whether application OSS_MSG exists. If it exists, go to the following step, if not, continue to c. to create it. c. Press the modify button and then the New Entries Button next to it.
d. Make the following settings for the application OSS_MSG: Column Column Column Column Column 1: 2: 3: 4: 5: Application: OSS_MSG +:W RFC Destination: NONE + : CUST620 + : 1.0 ).
e. Click the save icon (
11. Schedule the background jobs in Solution Manager:
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a. Go to transaction SM36. For Job name enter SOLMAN_ISSUE_STATUS_REFRESH , Job class C, then press the Step ( ) button.
b. Enter the information as in the screen below, and press the save icon (
).
12. Define Service Desk destination in the Satellite systems:
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Note: for this you need to log in the satellite system. a. Go to transaction SM30. b. In table/view field, enter BCOS_CUST. Then press the Maintain Button. See example below:
c. Press the Continue button in the following screen:
d. You should see the following screen, no entries should be seen in the table. Press the New Entries button:
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e. In the next screen, enter the following information:
In the RFC Destination you should point to your Solution Manager destination RFC. This completes the basic configuration to enable Service Desk in your Solution Manager system and also this enables the creation of Support Desk messages through any of your NetWeaver systems. Stay tuned for more !!!
Related Solution Manager configuration guides on SDN
System Monitoring configuration guide for Dummies. Service Desk configuration guide for dummies. SDCC - Service Data Control Center configuration guide for Dummies. CCMS Rule Based Monitors configuration guide for Dummies.
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1. Activate Solution Manager Services:
a. Go to transaction SICF. Navigate the tree below to each of the services listed. If the service is currently grayed out you will need to activate it. For example, navigate to /sap/public/bsp/sap/htmlb
b. If the service is grayed out, as in the example, you need to activate it, for this, select the service, go to Service/VirtualHost Menu and then select Activate. In the following screen, select the Y button, to activate the service and all the dependent services.
Now, the BSP service is activated, see below:
1
c. The same procedure needs to be performed also for the following services: /sap/public/bsp/sap/htmlb /sap/bc/bsp/sap/ai_proj_setup /sap/bc/bsp/sap/dswpnotifcreate /sap/bc/bsp/sap/dswp_create_message /sap/bc/bsp/sap/dswp_bsp /sap/bc/bsp/sap/learning_map /sap/bc/bsp/sap/public/bc /sap/bc/bsp/sap/solutionmanager /sap/bc/bsp/sap/system /sap/bc/contentserver /sap/bc/solman
2. Activating Solution Manager BC-Sets required for Service Desk:
a. Go to transaction SCPR20. The following screen will be shown:
2
b. In the BC set enter the BC set that needs to be activated, for example: SERVICE_DESK_CHANGE_REQUEST_32A
c. Press the activate (
) button. The following screen will be shown:
3
d. Make sure to select Expert mode and Overwrite All Data options, and then, click on the continue button ( ). The BC set will be now activated.
e. Now repeat steps a through d to activate also the following BC Sets: SERVICE_DESK_CHANGE_REQUEST_32A SERVICE_DESK_CHANGE_REQUEST_32F2 SERVICE_DESK_CHANGE_REQUEST_32A7 SERVICE_DESK_CHANGE_REQUEST_32A8 SERVICE_DESK_CHANGE_REQUEST_32A9 SVDSK_CORPFUNC_SECURE_AREA_32_01
3. Fetching SAP components:
This will transfer the standard SAP components from SAPNet R/3 Frontend into the Solution Manager system. Go to transaction DSWP then select Edit/Fetch SAP Componentsfrom the menu.
4. Assign the number ranges for ABA notifications:
a. Go to transaction DNO_CUST01 and select notification type SLF1, see screen below:
4
b. Select in the menu Goto -> Details
c. Assign internal number range 01 in the in the Number Range field. Then press the save ( button, see screen below:
)
5
5. Assign number range for Service Desk Messages:
a. Go to transaction SPRO Open the tree and navigate to SAP Solution Manager Implementation Guide --> SAP Solution Manager --> Basic Settings --> SAP Solution Manager System --> Service Desk --> Number Ranges for Notifications . Then press the execute icon ( ) next to Assign number range for Service Desk Messages.
6
b. Select transaction type SLFN from the Definition of Transaction types window, see screen below for details:
c. Choose Goto -> Details from the menu:
7
d. Assign the internal number range 01 and the external number range 02 under Transaction / Activity Numbering:
e. Now press the (
)button.
6. Configuring the ABA Messages:
a. Go to transaction DNO_CUST01 then select notification type SLF1.
b. Choose Goto -> Details from the menu:
8
c. Check whether action profile SLFN0001_STANDARD_DNO is assigned, if not assign it, see below:
d. Now press the (
)button.
e. Go to transaction DNO_CUST04. Select the field NO_USER_CHECK, see details below:
9
f. Choose Goto -> Details from the menu:
g. Enter X in Field Value.
10
h. Now press the (
)button.
7. Generate Business Partners:
a. Go to transaction BUSP Enter the following parameters, then press the ( Field Name, Value Client, <Client in which the business partner will be created> Application object Screen , * Generate All Screens or Just Selected Screens, All screens Delete Subscreen Containers, <blank> See details in the screen below:
) button.
11
8. Create Message Processors:
a. Go to transaction BP (Business Partner). From the menu, choose Business Partner -> Create -> Person or edit an existing Business Partner of type person.
b. Choose the role Employee.
12
c. Choose the Address tab and enter the address data for the message processor, see details below:
d. Choose the Identification tab and go to the Employee data section:
13
e. Enter the user ID of the message processor in the User field. The message processor has to have a user in the SAP Solution Manager system. f. Click the save icon ( ).If an error message is displayed from the program CRM_MKTBP_ZCAL_UPDATE_30, see SAP Note 450640. g. To create additional users, repeat the steps from a through f.
9. Create Organization Business Partners:
a. In transaction Maintain Business Partners (transaction BP), choose Business Partner -> Create -> Organization:
14
b. Choose the role Sold-to Party.
c. Choose the Address tab and enter the address data for the sold-to party, see below:
15
d. Choose the Sales Area Data button.
e. Choose the Choose Sales Area... button.
f. Select Sales Organization – Sales
16
g. In the Sales tab, select Sol_Customergroup from the input help in field Customer Group 1.
h. Click the save icon (
).
i. Repeat the steps to create additional sold-to parties.
10. Define Service Desk destinations in the Solution Manager System:
a. Go to transaction SPRO. Open the tree and navigate to SAP Solution Manager Implementation Guide -> SAP Solution Manager -> Basic Settings -> SAP Solution Manager System -> Service Desk. Press the execute icon ( Destination in the Solution Manager System . ) next to Define Service Desk
17
b. In view Create Messages: Customizing, check whether application OSS_MSG exists. If it exists, go to the following step, if not, continue to c. to create it. c. Press the modify button and then the New Entries Button next to it.
d. Make the following settings for the application OSS_MSG: Column Column Column Column Column 1: 2: 3: 4: 5: Application: OSS_MSG +:W RFC Destination: NONE + : CUST620 + : 1.0 ).
e. Click the save icon (
11. Schedule the background jobs in Solution Manager:
18
a. Go to transaction SM36. For Job name enter SOLMAN_ISSUE_STATUS_REFRESH , Job class C, then press the Step ( ) button.
b. Enter the information as in the screen below, and press the save icon (
).
12. Define Service Desk destination in the Satellite systems:
19
Note: for this you need to log in the satellite system. a. Go to transaction SM30. b. In table/view field, enter BCOS_CUST. Then press the Maintain Button. See example below:
c. Press the Continue button in the following screen:
d. You should see the following screen, no entries should be seen in the table. Press the New Entries button:
20
e. In the next screen, enter the following information:
In the RFC Destination you should point to your Solution Manager destination RFC. This completes the basic configuration to enable Service Desk in your Solution Manager system and also this enables the creation of Support Desk messages through any of your NetWeaver systems. Stay tuned for more !!!
Related Solution Manager configuration guides on SDN
System Monitoring configuration guide for Dummies. Service Desk configuration guide for dummies. SDCC - Service Data Control Center configuration guide for Dummies. CCMS Rule Based Monitors configuration guide for Dummies.
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