Service Desk Configuration

[Former Member]

Dears,

We recently installed solman 7.0,now we have got requirement of configuring service desk on solman.Being new in solman I am not aware of what is the basic pupose of configuring service and how it can be configured.

Please tell what is the basic function of service desk and how it can be configured.

I also have some SIM file but not getting from which one i should start.

Shivam

Edited by: Shivam Mittal on Oct 8, 2008 7:29 AM

[Former Member]

Hi,

if you are looking for specific steps you can follow these steps

Steps to follow while configuring support desk.

1) Implement the note 903587 .

2) Create all the relevant RFC objects in the satellite system and add the appropriate logical components using transaction SMSY.

3) Check all the objects in the table BCOS_CUST using transaction SM30.

Appl : OSS_MSG

+ :W

DEST :BACK RFC NAME (for solution manager system keep this field as 'NONE')

+ :CUST 620

+ :1.0.

*4) Check whether the BC sets are activated or not using the transaction SCPR20.If the BC sets are not activated then implement the note 898614.The steps to activate the BC sets are described below

4.1) Activate SOLMAN40_SDESK_BASICFUNC_000 BC Set.

4.2) Activate this in expert mode with option u201COverwrite everythingu201D.

4.3) Activation of the following components has to be done by replicating the previous steps

3.1) SOLMAN40_SDESK_TPI_ACT_AST_001

3.2) SOLMAN40_SDESK_ACTIONLOG_001

3.3) SOLMAN40_SDESK_ACT_ADVCLOSE_001

3.4) SOLMAN40_SDESK_TEXTTYPES_001

*Depends upon the number of inactive BC set objects that we have after the upgrade.

4.4) if the actions mentioned in 4.3 are not listed while executing the transaction SCPR20, then implement the note 898614.In the source client 000 of the solution manager system create a transport request using transaction SE09, unpack the file 'PIECELIST_SERVICE_DESK_INIT.ZIP' from the attachment of the note. Copy the contents of the file 'PIECELIST_SERVICE_DESK_INITIAL.TXT' to the transport request. And activate the actions. Use transaction SCC1 to import the transport request to the solution manager client. If any short dump occurs during the activation, implement the note 939116.

5) Check whether the number range is set correctly. If not set the number ranges of basic notification (ABA) and the support desk message (Service transaction SLFN).To be able to use the same number ranges for both message types, the internal number range for basic notification (ABA) must correspond to the external number range for the support desk message.

Number ranges for ABA notifications

5.1) create an internal and external number range using transaction DNO_NOTIF.

5.2) assign number range intervals to groups internal and external.

5.3) SLF1 is the internal number range group

5.4) SLF2 and SLF3 is the external number range interval

5.5) Use transaction DNO_CUST01 to assign message categories to the number range.

5.51) Go to transaction DNO_CUST01

5.52) From the GOTO menu select the menu item DETAILS

5.53) Now you can assign the number range of basis notification (ABA) into the notification type.

The number range for ABA notification is 12 characters in length and to make it compatible with the CRM service transaction insert 2 ZEROES at the beginning.

Number ranges for Support Desk notification

5.54) Use transaction CRMC_NR_RA_SERVICE, and define the internal and external number ranges. Intervals must correspond to the intervals of the basic notifications (ABA notification).

5.6) Then assign both the external and internal numbering

5.61) Go to SPRO and then to SAP Solution Manager

5.62) Then select General Settings and then select Transaction types

5.63) Select the transaction type SLFN and then select the menu item DETAILS from the GOTO menu.

5.64) In the Transaction Numbering block, assign the internal and external number range. The Number Range object should be CRM_SERVIC.

5.7) To view the priorities use transaction DNO_CUST01 and select the notification type as SLF1 and then select priorities from the left pane of the screen. The priorities of the first four cannot be deleted, but new priorities can be added.

6) Check the Action profiles for ABA Notifications (Action profiles are used for synchronization of ABA notification with the CRM Service transaction).

6.1) To check the action profiles use the transaction SPPFCADM and select the application type DNO_NOTIF then select u2018DEFINE ACTION PROFILE AND ACTIONSu2019.

6.2) Select the item u2018SLFN0001_STANDARD_DNOu2019 and then from the menu GOTO, select the menu item DETAILS.

7) The Action profile u2018SLFN0001_STANDARD_DNOu2019 has to be assigned to the message category SLF1 (ABA notifications) using the transaction DNO_CUST01.

😎 The action profile for the support desk message can be set to u2018SLFN0001_ADVANCEDu2019.

8.1) From SPRO select SAP Solution Manager then Scenario Specific Settings.

8.2) Select the item Service Desk and then to general settings.

8.3) Execute the category u2018Define Transaction Typesu2019.

8.4) Select the transaction type as SLFN

8.5) From the GOTO menu select the menu item u2018DETAILSu2019 and assign the action profile as SLFN0001_ADVANCED .

9) Activate the partner/ Organization

9.1) Go to CRM->MASTER DATA->BUSINESS PARTNER->INTEGRATION BUSINESS PARTNER ORGANIZATION MANAGEMENT->SET UP INTEGRATION WITH ORGANIZATIONAL MANAGEMENT.

9.2)Find the entries starting with HRALX

HRALX-HRAC WITH VALUE 'X'.

HRALX-OBPON WITH VALUE 'ON'.

HRALX-PBPON u2018ONu2019.

HRALX-MSGRE u2013 u20180u2019.

9.3) If entries are not found create it.

10) Generate Business partner screens

10.1) Go to transaction BUSP.

10.2) Execute the report with the following parameters

CLIENT - Client in which business partners should be created (solution manager client)

APPLICATION OBJECT-

SCREEN - *

Generate all/ selected screens - All screens.

delete sub screen containers -

11) implement SAP note 450640.

11.1) Go to transaction SA38 and select the report CRM_MKTBP_ZCACL_UPDATE_30.

11.2) Execute it with test mode box unchecked.

If a new relationship is to be created then steps 12 and 13 has to be followed

12) To create a relationship category

12.1) Go to transaction BUBA

12.2) Select the entry CRMH00: Undefined relationship

12.3) click on copy

12.4) Rename CRMH00 to ZCRMH00.

12.5) CREATE A RELATIONSHIP CATEGORY.

IN GENERAL DATA FILL LIKE ' FROM BP1 : HAS THE ACTIVITY GROUP '.

' FROM BP2 : IS A PART OF ATTUNE

13) Add the relationship category to the support team partner function

13.1)Use SPRO

IMG GUIDE->SAP SOLUTION MANAGER->SCENARIO SPECIFIC SETTINGS->

-> SERVICE DESK->PARTNER DETERMINATION PROCEDURE->DEFINE PARTNER FUNCTION.

13.2) FIND THE PARTNER FUNCTION SLFN0003 (SUPPORT TEAM).

13.3) In the field relation ship category, Select the newly created relationship category and save.

14) Steps 12 and 13 should be repeated for various business partner types like sold-to-party, message processors if new relationship is to be created for the respective business partner types.

15) Create a new access sequence for the support team determination

15.1) Go to the following IMG Path: SAP Solution Manager Implementation Guide ->

SAP Solution Manager -> Configuration ->

-> Scenario Specific Settings ->Service Desk -> Partner Determination Procedure ->

->Define Access Sequence

15.2) Click on New Entries

15.3) Define a new access sequence with sequence name as u2018Z001u2019 and description u2018NEW BP RELATIONSHIP ACTIVITY GROUPu2019

15.4) Create an new Individual Access with the following value:

u2022 Batch Seq: 10

u2022 Dialog Seq : 10

u2022 Source : Business Partner Relationship.

u2022 Detail on the source:

u2022 Partner Function : Reported By (CRM)

u2022 Mapping/restrictions

u2022 Flag Mapping/definition for partner being Searched

u2022 Partner Function in Source: Support Team (CRM).

Save it.

This Access Sequence will give us the Partner which has the relationship assigned

to the Support Team in the Reported By partner data.

16) Adapt the partner determination schema/Function

16.1) Go to the following IMG Path: SAP Solution Manager Implementation Guide ->

SAP Solution Manager -> Scenario Specific Settings ->Service Desk ->

-> Partner Determination Procedure -> Define Partner Determination Procedure.

16.2) The two options to adapt partner determination schema are

16.21) Adapt the standard Procedure (SLFN0001) or to create a new one by copying the standard one.

16.22) select the line starting with SLFN0001 or the newly created procedure.

16.23) Double Click on Partner Function in Procedure.

16.24) Select the Partner Function "Support Team", and click Details.

16.25) in the detail view only change the Partner Determination/access Sequence to

the one we've just created. Save your entry.

17) Create a root organizational model.

17.1) Go to the following IMG Path: SAP Solution Manager Implementation Guide -> SAP Solution Manager -> Configuration-> Scenario Specific Settings ->Service Desk -> Organizational Model ->Create a Root Unit for Your Organizational Structure.

17.2) creating an organizational unit by entering the data in the BASIC DATA tab.

17.3) enter the organizational unit, the description and save it.

18) Create the support team organization

18.1) go to the following IMG Path: SAP Solution Manager Implementation Guide -> SAP Solution Manager -> Scenario Specific Settings ->Service Desk -> Create Organizational Objects in the Organizational Structure. Or use transaction (PPOMA_CRM).

19) Create the business Partners.

19. 1) Key users- End user (Business Partner General) ,Address should be specified.

19.2) go to the transaction BP.

19.3) create a new Person, Select the role: Business Partner (Gen).

For Identification of the key user

19.31) click on the identification tab

19.32) enter a line in the identification number formatted as follows

IDTYPE : CRM001.

Identification number : <SID><INSTALL NUMBERS><CLIENT><USERNAME>

eg: USER NAME : USER1.

CLIENT : 100.

SID : ER1.

INSTALL NUMBER : 123456789.

IDENTIFICATION NUMBER : ER1 123456789 100 USER1.

20) Message Processors- Support Team members .

20.1) they should be created first as the users in the corresponding client of the solution manager.

20.2) As business partners they will have the role 'EMPLOYEE'.

20.3) Go to transaction BP .

20.4) Create New Person with the role employee.

20.5) In the Identification tab you should enter the user name in the employee data/User Name.

eg: username: proc1

enter proc1 in the field User name.

21) Organizational Business Partner- Organizational BPS have the same country in there main address tab. They should be created through the organizational model. Business partner corresponding to the root organization have the role 'SOLD TO PARTY'.

22) Assign the business partners (Message Processors) to the previously created support team.

22.1) Go to transaction PPOMA_CRM.

22.2) Select the support team 1.

22.3) Click on create

22.4) select position

22.5) call it 'MPROC_T1/Message Processors for team 1

22.6) Replicate it for the other support teams.

22.7) Select the position MPROC_T1/Message Processors for team1 and click assign,

choose owner/Business Partner find and select the business partner

22.8) Validate and Save it.

22.9) If the assignment of business partner is not possible then implement the note 1008656

Or 997009

23) Create the iBase component

23.1) IMG Path: SAP Solution Manager Implementation Guide -> SAP Solution Manager -> Basic Settings -> Standard Configuration of Basic Settings -> Solution Manager -> iBase -> Initially Create and Assign the Component Systems as iBase Components.

23.2) or use the transaction IB51 to create the installed base.

23.3) it is also possible to create the SOLUTION_MANAGER, select the solution and go to menu Edit -> Initial Data Transfer for iBase.

24)Assign Business Partners to iBase Components

IMG Path: SAP Solution Manager Implementation Guide -> SAP Solution Manager -> Basic Settings

-> SAP Solution Manager System ->ServiceDesk-> iBase -> Assign Business Partners to iBase Components.

*--

---

optional--

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If you want to be able to assign the System Administrator: Go to the IMG: SAP Solution Manager Implementation Guide -> Customer Relationship Management -> Basic Function -> Partner Processing -> Define Partner Determination Procedure.

Select the entry "00000032 Installed Base/IBase" and double click on Partner Functions in Procedure.

Then copy the Entry "Contact Person (CRM)" to a new entry with the partner Function "System Administrator (CRM)" , save it.

Go back to transaction IB52, select a component, and Goto -> Partner, you should be able

now to assign the partner Function "System Administrator".

*----

---

25) Assign the SAP Standard Role to the user. Message Creator should have the role : SAP_SUPPDESK_PROCESS.

26)Define the transaction variant for the message processors

Go to the following IMG Path: SAP Solution Manager Implementation Guide -> SAP Solution Manager -> Configuration -> Scenario Specific Settings ->Service Desk -> General Settings -> Specify User Selection Variant.

Here we will create variants for the central message processing transaction CRM_DNO_MONITOR.so that the user will have direct access to there dedicated message.

27) Go to transaction PFCG

27.1) Enter the role name as Z_MSG_PROCESSORS and choose single role.

27.2) Give a description Message Processor role and save it.

27.3) Go to the menu tab and choose add report

27.4) select the report type : ABAP Report

27.5) And in the report enter the report name as 'CRM_DNO_SERVICE_MONITOR'.

27.6) Enter the previously created variant.

27.7) flag the skip initial screen box.

27.8) flag the SAPGUI for windows.

27.9) Create a new transaction with tcode starting with Y or Z.

27.10)Display this transaction and check the values at the bottom of the screen

in the subscreen Default Values, you should have the following parameters:

u2022 D_SREPOVARI-REPORT = CRM_DNO_SERVICE_MONITOR

u2022 D_SREPOVARI-VARIANT = MY_TEAM_MSG

u2022 D_SREPOVARI-NOSELSCRN = X

And also all the user should have the correct role.

Inspire by rewarding.

Regards,

Nikhil

[Former Member]

Dears,

I configured Service Desk with link

Now I want to check that whether its configured correctly or not.

Please suggest.

Shivam

[Former Member]

Hi Shivam,

I am having Solution Managet 7.0 and I have followed the same document on SDN which you followed:

But I think that document os for Solman 3.2, due to which some steps might be different.

I faced the below problems: Kindly let me know whether you faced these and what steps you took to overcome these.

1. I am getting error in the step 5, and sub-step 'd' i.e. Assign number range for Service Desk Messages: I am able to give 01 as int range number, but when I give 02 as ext range humber, it gives error "Enter a valid number range interval".

2. In step 9, while creating Organization Business Partners, I am unable to find the sol_customergroup in the imput help in own data.('own data' button is greyed out).

3. In step 10, I am unable to find the path 'SAP Solution Manager Implementation Guide -> SAP Solution Manager -> Basic Settings -> SAP Solution Manager System -> Service Desk ->Define Service Desk Destination in the Solution Manager System'.

Thanks in advance.

Thanks & Regards,

Kunal.

[Former Member]

Hi,

I configured service desk as per the document in SDN.

But I am getting below error while trying to create a message in the satellite system:

Error in Local Message System: SQL error in the

database when accessing a table. Message was Not

Created

Please let me know what could be the problem?

Thanks & Regards,

Kunal.

[Former Member]

HI

just complete the spro (basic configuration under solman) which is the pre-requiste for all the scenerio.

then have a look at this thread and blog

Regards,

Vijay.