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Applies to:
SAP Netweaver Solution Manager 7.0 Service Desk Configuration.
Summary
This document provides information about configuration for the Support Desk scenario that goes beyond the
scope of the configuration guide for SAP Solution Manager 4.0. It also explains how to create support
messages in satellite systems connected to Solution Manager using relevant screenshots.
Author Bio
Ajay Kande has around 3+ years of experience in software as SAP Netweaver Technical
Consultant in the areas of EP,XI and Solution Manager. Working for Accenture Services Pvt
Ltd from past 2 years.
Table of Contents
1. Introduction .....................................................................................................................................................3
2. Prerequisites...................................................................................................................................................3
3. Configuration ..................................................................................................................................................4
3.1 Activate Solution Manager Services .........................................................................................................4
3.2 Activating Solution Manager BC-Sets Required for Service Desk ...........................................................6
3.3 Fetching SAP Components.......................................................................................................................8
3.4 Assign the Number Ranges for ABA Notifications....................................................................................8
3.5 Assign Number Range for Service Desk Messages...............................................................................10
3.6 Configuring the ABA Messages ..............................................................................................................12
3.7 Generate Business Partners...................................................................................................................15
3.8 Create Message Processors...................................................................................................................15
3.9 Create Organization Business Partners .................................................................................................17
3.10 Define Service Desk Destinations in the Solution Manager System ....................................................19
3.11 Schedule the Background Jobs in Solution Manager ...........................................................................21
3.12 Define Service Desk Destination in the Satellite Systems....................................................................22
4. Creating a Support Message ........................................................................................................................24
Related Content ............................................................................................................................................30
Disclaimer and Liability Notice..........................................................................................................................31
1. Introduction
Let’s now start with the required configuration steps to setup Service Desk in SAP Solution Manager 4.0
This document provides information about configuration for the Support Desk scenario that goes beyond the
scope of the configuration guide for SAP Solution Manager 4.0.
After you have installed SAP Solution Manager 4.0, client 001 will contain the Customizing and master data
for the Support Desk.
To be able to use this content for customer-specific configuration, you must first copy client 001 to a new
client (for example, client 100). This ensures that the default settings shipped by SAP are not lost. You can
make customer-specific changes in the copied client.
2. Prerequisites
Create a new client for example 100 in Solution Manager and then make a client copy from client 001 to
client 100 with profile SAP _ALL.
Its better to have all the SAP support package levels should be up to the mark as detailed below:
3. Configuration
After Client copy to client 100, Login into client 100 with super user access.
Click on execute button, the below screen will appear. On that activate the service in yellow mark.
b. If the service is grayed out, as in the example, you need to activate it, for this, select the service, go to
Service/Virtual Host Menu and then select Activate. In the following screen, select the Yes (second one)
button, to activate the service and all the dependent services.
c. The same procedure needs to be performed also for the following services related to service desk:
/sap/public/bsp/sap/htmlb
/sap/bc/bsp/sap/ai_proj_setup
/sap/bc/bsp/sap/dswpnotifcreate
/sap/bc/bsp/sap/dswp_create_message
/sap/bc/bsp/sap/dswp_bsp
/sap/bc/bsp/sap/learning_map
/sap/bc/bsp/sap/public/bc
/sap/bc/bsp/sap/solutionmanager
/sap/bc/bsp/sap/system
/sap/bc/contentserver
/sap/bc/Solman
b. In the BC set enter the BC set that needs to be activated, for example:
SOLMAN40_SDESK_BASICFUNC_000
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.
c. Assign internal number range 01 in the in the Number Range field. Then press the save ( ) button, see
screen below:
Ranges for Notifications. Then press the execute icon ( ) next to Assign number range for Service Desk
Messages.
b. Select transaction type SLFN from the Definition of Transaction types window, see screen below for
details:
d. Assign the internal number range 01 and the external number range 02 under Transaction / Activity
Numbering:
c. Check whether action profile SLFN0001_STANDARD_DNO is assigned, if not assign it, see below:
a. Go to transaction BUSP Enter the following parameters, then press the ( ) button.
Field Name, Value
Client, and <Client in which the business partner will be created>
Application object
Screen, *
Generate All Screens or Just Selected Screens, All screens
Delete Sunscreen Containers, <blank>
See details in the screen below:
c. Choose the Address tab and enter the address data for the message processor, see details below:
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.
c. Choose the Address tab and enter the address data for the sold-to party, see below:
g. In the Sales tab, select Sol_Customergroup from the input help in field Customer Group 1.
execute icon ( ) next to Define Service Desk Destination in the Solution Manager System.
b. In view Create Messages: Customizing, check whether application OSS_MSG exists. If it exists, go to the
following step, if not, continue to c. to create it.
c. Press the modify button and then the New Entries Button next to it.
b. Enter the information as in the screen below, and press the save icon ( ).
a. Go to transaction SM30.
b. In table/view field, enter BCOS_CUST. Then press the Maintain Button. See example below:
d. You should see the following screen; no entries should be seen in the table. Press the New Entries
button:
In the RFC Destination you should point to your Solution Manager destination RFC.
This completes the basic configuration to enable Service Desk in your Solution Manager system and also
this enables the creation of Support Desk messages through any of your Net Weaver systems
• SAP_SUPPDESK_CREATE
• SAP_SV_FDB_NOTIF_BC_ADMIN
For creating support message we need to login to any of our systems in our landscape and on the initial
screen of SAP click on Help – Create Support Message. The below screen shot shows how to create a
support message
Then we will get the confirmation message that the message has been created, please see in below screen
shot.
Now the message has been created and sent to service desk, to open and check the message we should
login with super user access and go to transaction CRM_DNO_MONITOR.
See the below screen shot of CRM_DNO_MONITOR,
Click on new user status and change it from New to In Process or Proposed Solution accordingly.
In the below screen shot you can see the status as in process and saved
So this ends the whole process of configuration and creating the support message in service desk.
Future Steps:
• Analyze Message
• Request Information from End User
• Search for Solution
• Hand Over to SAP if you cannot find Solution
• Apply Solution recommended by SAP
• Close the Message
Related Content
https://service.sap.com/~form/sapnet?_SHORTKEY=01100035870000538664&_SCENARIO=01100035870
000000202 Æ Use Case Presentations Æ SAP Solution Manager - Service Desk
SAP Note 1050148: Troubleshooting For Service Desk Configuration