Solution Manager and Business partners, Organizations

[former_member199543]

Hello there!

I'm about to implement SM Workcenter, but have couple of questions about Incident management. I've read quite a lot of articles about this subjects, but unfortunately I have not seen SAP Solman in action... actually I need to implement it. I do not have solid experience with, so therefore my questions might be lame. I've created users in su01, have defined roles as it's written in user guides, everyhting is Ok and users can login into sm_workcenter and incident mnagement works fine, at least for those with sap_all profiles

1. What is the best practice when I create business partners and business users? Do I need to create new one for each user or I can use the same business partner for all of them? we will be using Solman only for incident management.

2. How to forward 1 st priority issue to SAP in non office hours? I did not manage to find this in user guides or in SAP books? Is it handle automatically, or do I need to set this up manually?

[Lluis · Accepted solution]

Hello Makmerphy,

You have to options to setup Incident Management on Solution Manager, one is "Incident Management" as a ticket systems with ITSM son solman 7.,1 and another one is VAR scenario to collaborate with SAP, that last scenario is only restricted for channel partners and direct SAP customers.

If you need information about VAR scenario:

https://websmp203.sap-ag.de/~form/sapnet?_SCENARIO=01100035870000000202&_SHORTKEY=011000358700007584...

If you need to setup your own "Incident Management" Tool for create tickets, problems, knowledgement articles and create your own center of support you can follow instructions on  Solution Manager Ramp-Up.

http://service.sap.com/rkt

You also can find more information on http://service.sap.com/instguides where you can find more information about Incident  Management and Configuration of Solution Manager

Hope that can help you,

Regards,

Luis

[former_member199543 · Accepted solution]

Hello Luis

yes, I've read all these articles, but i did not manage to find anything that relates to message forwarding to SAP in non office hours. Is this handled automatically ? I do not think so

I'm ok with Business partners, got the answer already

Regards, Mak

[Lluis · Accepted solution]

Hi Makmerphy, i don't see your point 2, sorry.

Check that note:

Incidents with the SAP application component XX-SER-… are automatically forwarded to SAP by

default. With the transaction DNO_CUST04 you can add additional SAP components.

1318787 - VAR: Automatic forwarding for specific components

to allow that, you have to setup the calendar and business hour on each BP.

Try that Makmerphy,

Regards,

Luis