on 07-21-2009 6:54 AM
Hello,
Some of you might have used the excellent document available on the SAP service market place called u201CSAP Solution Manager u2013 Service Desk for Service Providersu201D which explains in detail the steps required to set up SLA's in your solution manager system, in the context of the VAR scenario.
Whilst this document is very helpful, I find that there is a piece missing in it. It shows you what you need to set up before setting up a contract and then goes on to discuss how messages can be escalated if SLA's are not respected - it does not show or explain how everything is put together in a contract and how that contract is determined.
I have therefore tried to write this missing piece to this great document. You can find that over on my web site and the link to that post is here --> [SLAu2019s made easy in SAP Solution Manager|http://www.renet-web.net/2009/07/21/slas-made-easy-in-sap-solution-manager/]
If you find this useful I will try to post more.
~p.
Hello,
This is quite tricky. Solution Manager uses the information from the "Sold-to-party" BP to determine the information you are reporting to be missing. Check your BP (don't forget to set the BP role to "Sold-to-Party") and click the button "Sales Area Data". There you will need to select (according to PPOMA_CRM) a Sales Organization and Distribution Channel (leave the "Divison" field empty) and, in tab "Billing", choose the Cust.Pric.Procedure 1 (Standard), inform the currency (the same you configured in PPOMA_CRM) and set the flag "Direct Billing". This should clear the errors about Sales Area in your Service Desk message.
To get rid of the "No Contract Could be Determined", check the iBase you configured in the tab "Object List" in the contract. I was getting the same error message and cleared this tab (we don't have different contracts per iBase) and the contract could be properly determined.
Best Regards,
C Canzone
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Hi Pascal,
The document is asking for a password, unable toopen it.can you plz help?
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Hey I'm expieriencing problems too..
-got all the green lights
-followed the VAR Guide
-using SIVA
I got two problems:
- "Enter a service organization" and "Enter an organizational unit (Service)"... Where? Or How? and..
- in Contract Definition I cant fill in the correct IBase component!
The IBase is 1 and Component 10... So when I try to enter this information in the contract it automatically sets it to Ibase(1)/Component(0) or Ibase(0)/Component(10).. Whats going on there?
please please help. I'd like the password or the pictures too...
thank you very much in advance!
Hello Pascal,
I had setup as you described in your blog and now I can see the product assignment in my tickets but no sold to party is been filled anymore and I got the following message: "No service contract could be determined". Can you send some tips?
Regards,
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Hello
Check whether all BC Sets have been activated. As far as i remember i had the same problem. and it was a BC Set (but i don't remember its name).
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Hello Pascal,
I'm trying to follow your SLA documentation but when get to the step where I have to assign
the SetTypes to the category I don't see the same itens you listed, for example,
COMM_PR_UNIT. Do you know what could be missing?
Thanks in advance,
Fabiana
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Hi Pascal,
i had done all the setting as per the document provided by you.
still not able to determine service contract in Support Messages.
please give some input on..how to go about
Regards,
CRM TEAM
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I am getting another error but maybe related to the problems reported above:
I am getting an error saying that "No item category could be created." and I am not sure if it happens because the contract wasnt determined.
In fact my doubt is: Is this error avoiding the contract to be determined OR is this error happening because the contract isnt being determined?
Something that is missing from Pascal blog and mentioned from a high-level perspective in the PDF document is the need of make copy control of transactions and item categories... Is it necessary?
Is it the cause of my error? (note that when I get the error "No item category could be created" then try to fix selecting manually a category is saying that "Category 'SOL3' not permitted for product 'SUPPORT_HOTLINE'").
Do I need to create a ZOL3 item category?
Please help me if u can...
Ok, here are a few tips which I hope will be of some help to you all along the way.</br>
Firstly I assume you are using the SLFN message, and that pre-requisite technical things have been setup (including the activation of the BADI that copies the product in your SLFN service message).</br>
--> I'll say it again, for this to work the data in your contract must be STRICTLY identical to what will be determined in your message. This includes the org unit.</br>
In config for your message:</br>
- Check that your message has an org data profile, the standard SLFN00000002 should do</br>
- Check that your service desk contract SLFT also has the same org data profile</br>
In your contract:</br>
- Go to the organization tab (header or item level should be the same anyway) and note down</br>
- the sales org unit, the sales organization and the distribution channel (not the names but the org unit number probably something like 50000163). Rule AC10000177 is used to determine the sales data model.</br>
- the service org unit and the service organization. Rule AC14000164 is used to determine the service data model.</br>
== For your service messages SLFN check in CRM_DNO_MONITOR if that display the same values or not (change the display variant to show the same fields)</br>
- Also check that your product in has item category SOL3</br>
Before you go on you need to be able to know if your contract is being picked up or not. In the standard SLFN message screens, that information is not displayed. so here is what you do. Go in config SAP solution Manager / configuration / scenario specific settings / service desk / service desk / general settings / set up the original screen profile. There look for the entry that SRVO | SLFN and change the value of the screen profile from SRV_SLFN_1 to SRV_SLFN_2.</br>
At this stage, go to one of the messages you created before or create a new support message, you'll notice that a new button appears between fast entry and transaction data called item details.</br>
Go to it .</br>
In the top section you should see your product : if you don't then either your BADI is not active or the action definition is not set up or correctly setup - in any case your product is not being determined . That is one issue you need to solve
In the bottom section there is a tab called contract data, when things start to work you'll see your contract data show up there.</br>
In CRM_DNO_MONITOR for the same message, do you see the sales and service orgs that you had in your contract. If not or if it is different to what you have in your contract, it will not work (needs to be identical) That is one issue to solve.</br>
Fernando, regarding your problems.</br>
Your product (transaction COMMPR01) should have item category group SRVP defined </br>
What is the item category that you have in the contract? it should be SOL3</br>
The message you are indicating leads me to think that the item category cannot be determined. Check in config --> customer relationship management / transactions / basic settings / define item category determination if there is an entry there for transaction type SLFN and item category group SRVP ==> should be SOL4 support desk service. SOL4 is what should be determined your service message.</br>
If that does not answer your question, then feel free to update this message - I still get the updates. I will respond if I have time. You can also email screenshots - but I make no promise that I will get back to you/assist further.</br>
Just a few of the things I can think of.</br>
Edited by: Pascal on Sep 26, 2009 9:48 PM
First of all: Thank you very much for your response... feel better to know that someone is trying to help, really thanks, I was out of ideas on how to go further...
<br><br>
Now let me answer some things you have mentioned:
<br>
Nice hint on the Org. Units.. I guess these hints will make things clear to the CRM TEAM who posted a question.. and yes in my case the Org. Units are the same defined on my PPOMA_CRM . The sales is defined on the sold-to party in the iBase that I am using so I am getting no errors related to the org.units so far... just to make things easier to you Pascal, imagine that I am doing something completely identical of what your blog suggest, so if I check that LOG at Organization tab at the contract I can see 22 green lights (an no red lights at all) and at the COMMPR01 the product have the SRVP defined as Item Category Group (at the sales tab too) and at the product definition in the contract he picks automatically the Item Category SOL3.
<br>
Another great hint that u gave was about to change the profile screen to SLFN to show the Item details, that was perfect because I wasnt sure if the contract was defined or not... and unfortunatelly its not beeing picked (the product is there because I already activated the AI_SDK_SP_PPF classic badi and then the ZAI_SDK_ADD_PRODUCT worked fine). If I check the Item data button its saying "No service contract could be determined".
<br><br>
Some points that will really help me a lot and probably will not take too long of your time, of course, if you could do to me:
<br><br>
1-) In the "Item Category Determination" I dont have any "SOL#" related to SLFN, if I select transaction type SLFN then the SRVP Item Group Category the Item Category field only have 79 entries and none are SOL (to be honest I cant find the SOL4 anywhere at my system). If I select the transaction SLFV , the group SRVP Service Product then the Item Category field have 145 entries including SOL3 but still no SOL4. So what I ask is: can u please confirm that you have a SOL4 item category? if yes do you have any idea where it came from (probably could be a BCSet that I didnt applied... not sure)
<br><br>
2-) Can you confirm to me if you assigned products at ibase level? I mean like going ib52 and populating product at the PRODUCT tab.
<br><br>
3-) What is the action profile u r using in your SLFN ? is the SLFN# or AI_SDK?
<BR><br>
4-) I tried several ways to define the contract determination even doing it manually... all the tries werent sucessfully since at that Binocular button next the ibase/component at the SLFN werent able to find anything so I click at the binocular and absolutelly nothing happens... this suggest me to think that the contract is related to the ibase? (yes as I said before I followed strictly what u r saying at your blog so at Object List in the product related tabs at contract I have put my Ibase and also the component just to be sure this determination will find my system).
<br><br>
Just some more info: I got only one contract defined, theres no need to have more than one... Have you seen a BADI called CRM_SERVICE_CONTRACT ? can I use that to force the contract to be picked?.
<br>
I suspect the problem is occuring because of this SOL4... Imagining that the contract is picked when we have unique item header information the item categories become different then the contract isnt picked.. not sure... Please help me if you can...
<br>
Edited by: Fernando Avila on Sep 26, 2009 4:07 PM
Edited by: Fernando Avila on Sep 26, 2009 4:08 PM
1) if you give me address (mine is in my business card) i'll send you some screenshots of the entries you are missing. Note that if you are in the VAR scenario, life would have been much easier for you if you had used the SAP service desk configuration document (available on sap oss) that highlights all the things you need to do (including as you mention the use of BC sets).
2) no, no product at ibase level
3) action profile I use is AI_SDK_STANDARD
4) adding the Ibase numbers in the contracts makes sense - because you could have different contracts (with different SLA times and different prices) - I don't recall the product in the product list though
Having just one contract is fine if it covers all your needs - as I said above, you may want different contracts if different system require different SLA's/prices. In any case start with one and make sure it works before you create any more.
~p.
Hi there Pascal I was eargerly waiting your response!
My contact is being blocked for sending here.... (fernandoavc at hotmail dot com) I will try to contact u trough yours or facebook
When I mentioned the the BC Sets I was meaning that some supp package or something lacks at my system that you have in yours... this will be a litle tuf to find out... I was researching trying to discover what brings the SOL4 category but I got no clue so far.
As you said you r using the AI_SDK_STANDARD , in my case I am using a ZSLFN000001_ADVANCED with the addiction of the ZAI_SDK_ADD_PRODUCT manually created by me.
The only thing that differs from your system is that SOL4 category and the Item Determination related to the Transaction Type SLFN... I got none and I can´t create the SLFN to SOL#(3 in my case).
I will be waiting for the screenshots so I can compare at my system.. still sunday here in Brazil but I can do it
Thank you very much for spending our time helping me.
Pascal you got a friend in Brazil !!!!!
The printscreens are so well made that I was able to reproduce the missing data (SOL4) and this solved 99% of my problem!!!
Really, you can count on me for whatever you need... not sure how to re.ward p0ints (if I can do it) but I will try now.
With the definition of SOL4 the contract was assigned and everything that I´ve set at contract level was passed to my message support !!!
The 1% that didnt worked was the SLA calculation... the time stamp, first reaction, reaction date and everything else still zeroed even if I change the msg and add any other detail on it... but I have a clue what the problem is... you´ve sent me in your printscreens the SOL4 Item category definition and it has a field that in my system dont.
I dont have an Action Profile for item category and I will raise an OSS request at sap cuz I think its a Support Package fix or something... what is your supp package level by the way?
I think thats why I never had a SOL4 and SOL5 at my system... I dont think I have a SERVICE_ORDER_ITEM_SLA (contained into SOL4 item category action profile field and I guess this is what starts the calcule at all).
Anyway, I will never be able to reach this point without your help, so once again, thank you very much.
Oops,
The fields are there I just wasnt able see them at the creation moment but I saw then when was editing and voi la! its finally working!!!!!!!!!!!!!!!!
Pascal once again, thank you very much for your help without it I would probably quit trying...
I think you should add that part of item category with that item types at your blog, will be another important detail,
Regards from Brazil and hope help others as you did to me.
I got to the same point as Fernando did using hints from this post. I get product determined but i the service contract isn't determined - i get message "No service contract could be determined".
Then by accident i forgot to assign IBASE in my service contract, and IT WORKED - SLA times are calculated properly and Contract data is displayed properly! Even for 2 different Sold-to-party Business Partners i Have created 2 contracts with the same attributes, and the proper contract is picked automatically.
Does anyone have an idea, why is this working like that?
Edited by: Przemyslaw Siudzinski on Oct 22, 2009 4:31 PM
Hi Pascal,
Thanks for interesting document. You may publish it within SDN (Blog, Article), too.
Thanks for your kind feedback on this document, which been recently updated.
[Advanced Quick Guide for VARs Service Desk (June 09)|http://service.sap.com/~form/sapnet?_SHORTKEY=01100035870000722612&_OBJECT=011000358700000122472008E].
It covers the following topics:
- IBase
- Organizational Model
- Product Maintenance
- Service Level Agreements
I will inform the author on the existence of your document and on your kind feedback.
Best regards,
Ruediger
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