APPLIES TO: SAP SOLUTION MANAGER 7.0 EHP1 SERVICE DESK CONFIGURATION.WITH EMIAL NOTIFICATION

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 7.0. IT ALSO EXPLAINS HOW TO CREATE SUPPORT MESSAGES IN SATELLITE SYSTEMS CONNECTED TO SOLUTION MANAGER USING RELEVANT SCREENSHOTSAND CREATE EMAIL NOTIFICATION FOR SAME

Author: PARAG PATKAR Created On: 12 MAY 2010 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.

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.

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

ACTIVATING SOLUTION MANAGER BC-SETS REQUIRED FOR SERVICE DESK

B. IN THE BC SET ENTER THE BC SET THAT NEEDS TO BE ACTIVATED, FOR EXAMPLE: SOLMAN40_SDESK_BASICFUNC_000

PRESS THE ACTIVATE BUTTON. THE FOLLOWING SCREEN WILL BE SHOWN

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: SOLMAN40_SDESK_BASICFUNC_000

SOLMAN40_SDESK_ACT_ADVCLOSE_001 SOLMAN40_SDESK_ACTIONLOG_001 SOLMAN40_SDESK_TPI_ACT_AST_001 PROCEED ACCORDING TO SAP NOTE 898614 FOR ACTIVATING BC SETS

THIS WILL TRANSFER THE STANDARD SAP COMPONENTS FROM SAP NET R/3 FRONT-END

INTO THE SOLUTION MANAGER SYSTEM. GO TO TRANSACTION DSWP THEN SELECT GET SAP COMPONENTS FROM THE MENU.

ASSIGN THE NUMBER RANGES FOR ABA NOTIFICATIONS A. GO TO TRANSACTION DNO_CUST01 AND SELECT NOTIFICATION TYPE SLF1, SEE SCREEN BELOW:

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:

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 --> SCENARIO-SPECIFIC SETTINGS --> SAP ENGAGEMENT AND SERVICE DELIVERY --- ISSUE MANAGEMENT--- CREATE AUTOMATIC 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:

CHOOSE GO TO -> DETAILS FROM THE MENU:

ASSIGN THE INTERNAL NUMBER RANGE 01 AND THE EXTERNAL NUMBER RANGE 02 UNDER TRANSACTION / ACTIVITY NUMBERING:

AND SAVE

CONFIGURING THE ABA MESSAGES A. GO TO TRANSACTION DNO_CUST01 THEN SELECT NOTIFICATION TYPE SLF1. B. CHOOSE GOTO -> DETAILS FROM THE MENU

CHECK WHETHER ACTION PROFILE SLFN0001_STANDARD_DNO IS ASSIGNED, IF NOT ASSIGN IT, SEE BELOW:

GO TO TRANSACTION DNO_CUST04. SELECT THE FIELD NO_USER_CHECK, SEE DETAILS BELOW:

CHOOSE GO TO -> DETAILS FROM THE MENU:

G. ENTER X IN FIELD VALUE.

A. GO TO TRANSACTION BUSP ENTER THE FOLLOWING PARAMETERS, THEN PRESS THE () BUTTON.

FIELD NAME, VALUE CLIENT, AND APPLICATION OBJECT SCREEN, * GENERATE ALL SCREENS OR JUST SELECTED SCREENS, ALL SCREENS DELETE SUNSCREEN CONTAINERS, SEE DETAILS IN THE SCREEN BELOW:

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.

SYSTEM , SYSTEM NUMBER CLIENT AND USER ID

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 () NEXT TO DEFINE SERVICE DESK DESTINATION IN THE SOLUTION MANAGER SYSTEM.

C. PRESS THE MODIFY BUTTON AND THEN THE NEW ENTRIES BUTTON NEXT TO IT. MAKE THE FOLLOWING SETTINGS FOR THE APPLICATION OSS_MSG: COLUMN 1: APPLICATION: OSS_MSG COLUMN 2: + : W COLUMN 3: RFC DESTINATION: NONE COLUMN 4: + : CUST620 COLUMN 5: + : 1.0 E. CLICK

DEFINE SERVICE DESK DESTINATION IN THE SATELLITE SYSTEMS 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

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 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 THE BELOW SCREEN APPEARS, IN COMPONENT ENTER ACCORDING TO YOUR FUNCTIONALITY, IN SHORT TEXT ENTER THE DESCRIPTION IN PRIORITY ENTER IT ACCORDING TO THE SEVERITY OF THE ISSUE FOR EX: 1) VERY

HIGH 2) HIGH 3) MEDIUM 4) LOW. PLEASE FIND THE BELOW SCREEN SHOT TO VIEW THE PRIORITIES

THEN CLICK ON SAVE/SEND, PLEASE FIND IN THE BELOW SCREEN SHOT

THEN WE WILL GET THE CONFIRMATION MESSAGE THAT THE MESSAGE HAS BEEN CREATED, PLEASE SEE IN BELOW SCREEN SHOT.

NOW WE HAVE TO CONFIGURE SEND_MAIL_VIA_ACTION

WITH EVERY SERVICE DESK TICKET ACTION EMAIL WILL BE TRIGGERED

1) SETUP SAP CONNECT

SPRO SAP SOLUTION MANAGER IMPLEMENTATION GUIDE ----- SAP SOLUTION MANAGER---- CROSS-SCENARIO SETTINGS---- AUTOMATIC E-MAIL--- SET-UP SAPCONNECT

AND SETUP AUTOMATIC E-MAIL CONFIGURATION FOR SOLUTION MANAGER EXECUTE TRANSACTION SPPFCADM

SELECT CRM_ODER

CLICK ON DEFINE PROFILE AND ACTION

BELOW SCREEN WILL APPEAR

CLICK ON POSITION

AND FIND SLFN001_ADVACED PROFILE TYPE

SELECT SLFN0001_ADAVACE_MAIL

NOW AFTER SELECTING SLFN0001_ADAVANCE PROFILE SELECT TAB ACTION DEFINAION ON LEFT HAND SIDE. COPY THIS PROFILE TO NEW Z PROFILE CALLED AS ZLFN0001_ADVANCED_MAIL_SLFN003 WITH DISCRIPTION: E-MAIL TO MESSAGE CREATOR SUPPORT LEVEL 1 SAVE THE COPIED

PROFILE. SELECT NEWPLY CREATED ACTION DEFINATION : ZLFN0001_ADVANCED_MAIL_SLFN003

TICK ON PARTNER DEPENDANT PARTNER FUNCUTION : SLFN0003

SAVE THIS ENTRIES AND SELECT PROCESSING TYPE TAB .

SLECT SMART FORMS MAIL IN ASSIGNMENT CHANGE USING VALUE HELP IN LIST

FORM NAME: CRM_SLFN_ORDER_SERVICE_01 PROCESSING CLASS : CL_DOC_PROCESSING_CRM_ORDER PROCESSING METHOD: CRM_SRVORDER_EXEC_SMART_FORM ARCHIVE MODE: MAIL ONLY

SAVE THE ENRTIES .

GO TO SPPFCADM

SELECT CRM_ORDER AND CLICK ON CONDITION CONFIGURATION

CLICK ON CHANGE SELECT SUPPORT DESK FOR ACTION PROFILE ADAVANCED

SELECT BUTTON ON RIGHT HAND SIDE SHOWN IN CIRCLE AND CHOOSE E MAIL TO MESSAGE CREATOR F SUPPOPRT LEVEL 1

SELECT E-MAIL MESSAGE CREATOR SUPPORT LEVEL 1 AND CLICK ON SHEDULE ACTION

SELECT EDIT CONDITION

CLICK ON CREATE NEW CONDITION IN CONDITION DEFINATION .

SELECT USER STATUS IN CONTAINER CRM SERVICE PROCESS = E0001SLFN0001.

COPY SECOND ACTION DEFINATION FOR MAKING TIKCET PROCESS IN EMAIL

SAME WAY SCHEDULE CONDITION BUT FOR IN PROCESSING E0002SLFN0001

MESSAGE TO CREATOR FOR MESSAGED PROPOSED SOLUTION

GO TO CONDITION TYPE

SAME WAY DEFINE CONDITION TYPE E0005SLFN0001

NOW TEST RESULT OF CONFIGURATION BY CREATING TICKET REPORTED BY IS ONE WHO CREATE TICKET

1) IN PROCESS 2) PROPOSSED SOLUTION SUPPORT TEAM ONE WHO IS ANSWEREABLE FOR TICKET 1 ) NEW TICKET CREATED MAIL