on 02-23-2015 12:32 PM
Hi experts,
We' re currently running SAP SOLMAN for our VAR customers. We also run SAP CRM ITSM for our Non-VAR customers (Outsourcing customers).
Is it appropriate to run our VAR custmers and Non-VAR customers in one SOLMAN system?
(We have common customers in SOLMAN and CRM)
If it is appropriate; how should i handle incident process for common customers (VAR and Non-VAR)?
(It is offered to use different transaction types: SMIN and SMIV for different scenarios by SAP. But we have one customer for both scenarios)
Regards,
Cenk
Hi Cenk,
we can use ITSM in single solman server for VAR and NON- var Customer
1)when we run transaction code : dno_cust04 ,we have Process Type : ZMIN for Var customer
and Process_Type_ADD : SLFN (From 7.1 transaction type :SMIN) , please below screen image
Allocate different Number ranges for VAR and NON- Var customers.
2) VAR Customer will raise an ticket directly from CRM_UI link
Non Var Customer will raise an ticket from SAP GUI -> help -> Create support message .
3. For one customer both scenarios also works
if customer wants to raise an ticket directly to SAP , its not possible if he is VAR Customer
incident goes with VAR and then SAP.
when incident creates , it will be different number ranges for VAR , direct SAP will create an organization units and Business partners and users with help of Background job
REFRESH_ADMIN_DATA_FROM_SUPPORT
4. For Non - Var customer , first we needs to completes manage system configuration in solman
and the in IB52 assign sold to party Manually
Business parters and organization units creation manually
if you need automatic support team determination depending on component , needs to configure BRF plus manually.
Var customer ticket will be different and non- var will be different if we configure as per above steps
Thanks,
Rahul Yedapally
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Hi,
You can Run both VAR and NON-VAR customers in the same Solution Manager .
For Incident Handling you have to use he same "Transaction Type" for both , you can differentiate by the customer Number . Once all your customer's are downloaded to VAR solution manager and customers start creating incidents make sure that "Component" is made Mandatory .
Hope this is useful.
Regards
Bhupesh Akkineni
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