The Service Desk is a pretty interesting and Rhobust tool that you can do quite a bit with. For you to be able to create a Service Desk ticket against a particular system, you need a BP (in Transaction BP) that has the Role 'Business Partner (Gen)' in the tab Identification and section Identification Numbers - you have to relate that BP to specific CRM Type Systems which they can create tickets for.
They are always the same - IDType is CRM001, Description is External System Identifier, and Identification number is <SID> <Installation Number> <client> <userid>.
Looks something like: SM4 0020217042 100 I812306
You do need your IBase setup properly for this to work as the objects relate back to the system and the IBase Component by the SID, Client and Installation Number. If you have not done your initial IBase Transfer as of yet, these functions will not work as they won't be able to relate objects to tickets. Once you get all your systems in a Solution Landscape (T-Code DSWP) you can use the Initial IBase Transfer under the Edit Drop-Down when you are in a particular landscape. You can further edit the objects (remove or fix anything) with T-Code IB52.
This is used to relate the ticket to the user that requested the ticket be created - so when you create a ticket, it matches all the pieces up and puts in the right BP for the ticket - otherwise it won't know what to do with it. It is also helpfull to limit certain users to putting in tickets on certain system but overall it is a bit of work to put them all in (I recommend putting together a BDC to enter the items, faster that way as you need an entry for each system, client combination). So if your satelite system has 4 clients, you will need 4 entries if the users is to be able to make a ticket from each of the 4 clients.
Before you do this - you do need a few more things first - the RFC in the BCOS_CUST table should be a trusted connection and not the BACK connection in the satelite systems (Solution Manager itself should be NONE). If you use the BACK connection, all tickets will be related to the BACK user defined in the RFC. For some shops this is ok but most want to know who sent the message so they know how to address the issue back to the user and use the enhanced email functions to email the creator of the ticket (the email address comes from the BP also so you need to remeber to maintain the communication details in teh Address tab also in T-Code BP). Also note that if you use the TRUSTED connection in the BCOS_CUST table, that the user must have a matching userid on the Solution Manager system with the S_RFCACL object to access the functions across the trusted connection and have the Service Desk roles for creating a Service Desk Ticket.
So hopefully that helps somewhat on describing these items and how they relate to each other going forward there is even more that you can do with Organizational Structure, groups, routing determination (such as a message created from a specific system gets routed to specific groups or based on component or some other items). You can go as deep as you want to.
The information above and the setup in the Blog will help you to create messages internally but not to send them to SAP - there are some more steps you need to complete for that to be finished - linking the UserID to the OSS S-ID and the Service Market Place Admin User. From these changes you can send/receive messages, attachments and OSS Notes from SAP.
Hope that helps - forever forward!!
Edited by: David Milliken on Apr 2, 2009 12:52 AM
Edited by: David Milliken on Apr 2, 2009 12:57 AM
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