ConfigurationService Desk for VARSAP Solution Manager 7.0 EhP1 ST 400September 2009

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Contents1 About this Configuration Guide ........................................................................................... 3

2 General Configuration ......................................................................................................... 6

2.1 Automatic Basic Configuration .............................................................................................6

2.1.1 Initial Configuration .....................................................................................................6

2.1.2 Basic Configuration ......................................................................................................7

2.2 Implementing SAP Note 1023598 ........................................................................................7

2.3 Assigning S Users for SAP Support Portal Functions .............................................................8

3 Configuring the VAR Service Desk ...................................................................................... 10

3.1 VAR Service Desk BC Set Activation .................................................................................... 10

3.2 Specify Transaction Type ................................................................................................... 12

3.3 Check the Settings ............................................................................................................. 13

3.3.1 Required Business Add-In (BAdI) Implementations ..................................................... 13

3.3.2 Activating the Authorization Check for CRM Texts...................................................... 15

3.4 Service Desk/Work Center - Assigning Attributes to Roles .................................................. 16

3.5 Background Jobs ................................................................................................................ 18

3.5.1 Synchronizing Messages from SAP Service Backbone ................................................. 18

3.5.2 Automatic Confirmation of Messages ........................................................................ 19

3.5.3 Synchronizing Data with SAP ...................................................................................... 20

4 Master and Transaction Data ............................................................................................ 21

4.1 Automatic Master Data Maintenance (Standard) ............................................................... 21

4.1.1 Maintain Customer Numbers ..................................................................................... 21

4.1.2 RFC Connection to SAP ............................................................................................... 22

4.1.3 Download Master Data from SAP Service Marketplace .............................................. 22

4.1.4 Creating Key Users for a Customer Organization ........................................................ 27

4.1.5 Scheduling Background Jobs for Master Data Synchronization ................................... 31

4.2 Manual Master Data Maintenance .................................................................................... 31

4.2.1 Create Business Partners for Customers ..................................................................... 31

4.2.2 Create Business Partners for Key Users ...................................................................... 32

4.2.3 Specify Business Hours ............................................................................................... 35

4.2.4 Message Processor .................................................................................................... 36

5 Frequently Asked Questions .............................................................................................. 39

5.1 Modifications of the Work Center Menu ............................................................................ 39

5.2 What is Required for Key Users to be able to Access the Work Center? ............................. 40

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5.3 How Can an Alias for Access to the Work Center be Defined? ............................................ 40

5.4 How Can You Check Service Desk Settings? ........................................................................ 40

5.5 In Which Tables is Data Stored? ......................................................................................... 41

5.6 Prerequisites for the GoingLive Check Session ................................................................... 42

5.7 How are Views for Service Desk Users in the Work Center Set-Up? .................................... 42

5.8 Error Message DNO_150 ................................................................................................... 42

5.9 Archiving and Deleting Service Messages ........................................................................... 43

5.10 Is it Possible to Automatically Set the Status “Sent Automatically to SAP”? ................ 43

5.11 Which Information is entered for a system in SMSY? ................................................. 43

5.12 Problems with the Job REFRESH_ADMIN_DATA_FROM_SUPPORT ............................. 44

5.13 Message “Partner 00000 not found – see long text” is displayed while saving entries inthe AISUSER Table ................................................................................................................... 44

6 Appendix........................................................................................................................... 45

6.1 Configuration Overview “Service Desk for VARs” ............................................................... 45

6.2 Overview of System/User Information Download and Master Data Generation ................. 45

6.3 Transaction Type SIVA ....................................................................................................... 46

6.4 Text Determination Procedure........................................................................................... 48

6.5 Partner Determination Procedure...................................................................................... 48

6.6 Status Profile ..................................................................................................................... 49

6.7 S-User Authorizations in SAP Global Support Backbone ..................................................... 49

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1 About this Configuration GuideThis configuration guide describes, step-by-step, the activities you need to carry out to activate the

VAR Service Desk functions in SAP Solution Manager.Section 2 describes the basic configuration settings in SAP Solution Manager and the standardService Desk. These steps form the basis for subsequent VAR configuration settings described insection 3. The configuration steps and the procedure to check the VAR settings are explained. Rolemaintenance for VAR Service Desk users is also described. Section 3 then describes background jobsand how to schedule them in terms of messages. Section 4 takes a comprehensive look at thegeneration and the maintenance of VAR master data, of which the key feature is the configurationsteps required to initially load the VAR master data from SAP Global Support Backbone to the VAR'sSAP Solution Manager. The background jobs required to continually automatically update the VARmaster data are also described here.

Value-Added Resellers (VARs) are SAP partners who are the first point of contact for theircustomers' service and support issues. If a VAR has exhausted all possible solutions, itforwards the customer message to SAP Support Backbone, where it is processed further.

The message processor is a VAR employee who is responsible for processing customermessages. Messages are processed on the web interface (work center).They can also be processed in the SAP GUI, but this will not be developed further.

Key users are employees of a VAR's customer. They create customer messages in the webinterface (work center) in the VAR's SAP Solution Manager.

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Note: Message processors can process messages in the web interface (work center) or inthe SAP GUI.

The following prerequisites must be fulfilled, to avoid errors and problems during configuration. Thisconfiguration guide was created based on these prerequisites.

These minimum prerequisites apply for the following VAR configuration:

SAP Solution Manager 7.0 with EhP1 (ST 400 SP18)SAP note 1244225 Solution Manager 7.0 EHP 1: Recommended CorrectionsSAP note 949292 SAP Solution Manager: SAP Notes on the Service Desk

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The Implementation Guide (IMG) is a significant element in this description, which also covers thetechnical name of an IMG activity. The display can be activated as follows:

Figure1 Display Technical Name of IMG Activity

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2 General ConfigurationThis section explains the general configuration of the Solution Manager, using the automatic basic

configuration and the SAP Solution Manager IMG. The general configuration steps described beloware a prerequisite for activating the VAR Service Desk functions.

Note: Existing configuration is preserved when updating from ST 400 SP15-17 to ST 400 SP18and higher.

Note: If you have already made these basic configuration settings, or if these weredelivered, as part of the SAP Solution Manager Preparation Service (SMPS) for example, goto Section 3.

2.1 Automatic Basic ConfigurationChoose the transaction SOLMAN_SETUP, and proceed as instructed in the application guidedprocedure. The sections „Initial Configuration“ and „Basic Configuration“ are relevant for the„Service Desk for VARs“ scenario.

You can alternatively perform the basic configuration manually, in IMG activities.

2.1.1 Initial ConfigurationChoose the configuration step „Initial Configuration“, go to change mode, and perform the steps 1 to4 in the guided procedure.

Figure2 SOLMAN_SETUP Initial Configuration of Solution Manager

The wizard makes the following settings automatically:

Create Solution Manager administration userTechnical configurationSystem Landscape Directory (SLD) configuration

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2.1.2 Basic ConfigurationChoose the configuration layer „Initial Configuration“ and perform the steps 1 to 8 in the guidedprocedure.

Figure3 SOLMAN_SETUP Basic Solution Manager Configuration

2.2 Implementing SAP Note 1023598You can now implement SAP Note 1023598. This Note is continuously updated by SAP developersand linked to the latest notes on required corrections.

When you implement SAP Note 1023598, all referenced notes are automatically downloaded andactivated, sequentially.

Some SAP Notes require manual corrections to be made retroactively. Read SAP Note 1023598 tofind out which notes you must implement manually for the Support Package version you have

installed.

If it is not possible to connect to the SAP system when downloading the note, test the RFCconnection SAPOSS, to check whether the S user and password are correct.

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Once SAP Note 1023598 has been implemented, you can continue making the general configurationsettings, in line with the IMG.

Figure4 Configuration Step after Implementation of SAP Note 1023598

2.3 Assigning S Users for SAP Support Portal FunctionsIn this step, each message processor is assigned an S user for SAP Support Portal. You can assign thesame generic S user for each message processor.

You can use the SOLMAN_COPY_AIUSERS report to simplify maintenance of the AISUSER table. Itautomatically generates the AISUSER entries. The same contact person (S user) is entered for eachuser, in line with the template in the AISUSER table. SAP Note 1159944 is available for this report.

To run the report, a template must be available in the AISUSER table. This template is used to createthe other users. The template is made up of the user and the S user (without the S and leadingzeros).

Figure5 Template for Generating AISUSER

You can call the report in transaction SE38 or SA38. To select a template, enter it directly, or select itfrom the input help (F4). You can use the options GEN_FRM and ADD to control the addition ofinformation from the template into the AISUSER table.

Figure6 The SOLMAN_COPY_AIUSERS Report

You can use the multiple selection option to choose the users in a user-friendly manner.

Figure7 Multiple Selection of Users

You have now made the required basic configuration settings for SAP Solution Manager.

3 Configuring the VAR Service DeskThis section outlines how to configure the VAR Service Desk functions based on the initial setupdescribed in section 2.

3.1 VAR Service Desk BC Set ActivationNote: BC Sets which have already been activated are not activated again by the IMG activity„ Activate BC Sets for Configuration“.

Prerequisite: Check whether the following settings have been made, using transaction SCPR20:

1. Call transaction SCPR202. From the menu, choose Utilities -> System Settings

o Change the entry: Activation links -> Do not createo Saveo Confirm the dialog box that appears

Perform the IMG activity Activate BC Sets for Configuration (SOLMAN_VAR_BCSETS):

Figure 8 BC Set Activation in IMG (SP 18)

Figure 9 BC Set Activation in IMG (SP 19+)

As of SP 18 another transaction type for Value Added Resellers is added, SIVA, in addition to theexisting SLFN. It is used specially for VAR Service Desk.

BC Sets can be activated for either the transaction type SLFN or SIVA. If you have already configuredthe transaction type SLFN for Service Provider, you can continue to use it. Activate BC Sets for thetransaction type SIVA for a first configuration. If you want to change from SLFN to SIVA then ActivateBC Sets for the transaction type SIVA and use IMG activity "Specify Several Transaction Types" todefine the transaction types to be used (SIVA). There won’t be differences.

Figure 10 BC Set Activation by Transaction Type

Note: BC Sets which have already been activated are not activated again by the IMG activity„ Activate BC Sets for Configuration“.

Note: Warnings in the BC sets activation log can be ignored.

Note: If you want to use your own transaction type (e.g. ZLFN), you can configure for SLFNor SIVA, and then copy the settings of your transaction type.

3.2 Specify Transaction TypeIf you are going to use transaction SLFN in Service Desk you may skip this step and go to section 3.3 ofthis guide. SLFN is set as default transaction type for Service Desk messages.

In case that you have activated the BC sets for transaction type SIVA you should define SIVA as atransaction type you want to use for creating Service Desk messages:

1. Start transaction DNO_CUST04.

2. Go to change mode and double-click on the field PROCESS_TYPE.

Figure 11 Transaction DNO_CUST04

3. Set the field value to SIVA as shown in the figure below.

Figure 12 Message Types View

3.3 Check the SettingsOnce the Customizing settings have been activated for the VAR Service Desk, perform the manualactivities and checks described below.

3.3.1 Required Business Add-In (BAdI) ImplementationsThe following BAdI implementations must be activated, to ensure that the function runs correctly.Use transaction SE19 to check that this is the case (some BAdI implementations may already beactive).

Classic BAdI Implementation:AI_SDK_SP_RFCAI_SDK_CRM_DNO_MONAI_SDK_SP_PPF

New BAdI Enhancement Implementation:AI_SDK_SP_RFC_RP

Note: With SP 19+, BAdI AI_SDK_SP_PPF is delivered as active by default.

Note: If the BAdIs are not activated, you can activate them in the SAP Solution Manager IMG.Perform the IMG activities

AI_SDK_SP_RFC: Business Add-In for RFC Connections with several SAP customer numbers(SOLMAN_VAR_BADI_RFC)AI_SDK_SP_PPF: Business Add-In for performing actions (Post-Processing Framework)(SOLMAN_VAR_BADI_PPF), IMG Activity only for SP 18 and lower available.AI_SDK_SP_RP: Business Add-In for RFC Connections with several SAP customer numbers(SOLMAN_VAR_SUSERRIGH)AI_SDK_CRM_DNO_MON Show additional fields in message lists(SOLMAN_SUPPDESK_DNOM) (from SP19)Note: Before SP18, BAdI AI_SDK_CRM_DNO_MON can only be activated in transactionSE19.

As shown below:

Figure13 Activating the AI_SDK_SP_RFC BAdI Using the IMG (SP 18)

Figure 14 Activating the AI_SDK_SP_RFC BAdI Using the IMG (SP 19+)

Figure15 Activating the BAdI AI_SDK_SP_PPF via IMG activity SOLMAN_VAR_BADI_PPF (SP 18)

Figure16 Activating the AI_SDK_SP_RFC_RP BAdI via IMG activity SOLMAN_VAR_SUSERRIGH (SP 18+)

Figure17 Activating the AI_SDK_CRM_DNO_MON BAdI via IMG activity SOLMAN_SUPPDESK_DNOM (SP 19+)

3.3.2 Activating the Authorization Check for CRM TextsWhen you are editing a message, you can use the authorization object CRM_TXT_ID to checkwhether a user is authorized to display or change specific texts in a message. For reasons ofcompatibility, however, this check is only carried out if needed. For more information on theauthorization object and its attributes, see section 3.4.

Implement the IMG activity Activate Text Types (SOLMAN_SUP_ACTIV_TXT), to activate theauthorization check for texts.

Figure18 IMG Activity Activate Text Types (SP 18)

Figure 19 IMG Activity Activate Text Types (SP 19+)

3.4 Service Desk/Work Center - Assigning Attributes to RolesStandard SAP roles are shipped for the VAR Service Desk. Copy the roles into the customernamespace, as described below, and then modify the authorization objects.

The following roles are shipped for key users:

Key UserSAP_SUPPDESK_CREATESAP_SUPPCF_CREATESAP_SMWORK_BASICSAP_SMWORK_INCIDENT_MAN

The following roles are shipped for message processors:

Message ProcessorSAP_SUPPDESK_PROCESSSAP_SUPPCF_PROCESSSAP_SMWORK_BASICSAP_SMWORK_INCIDENT_MAN

Standard roles must be assigned individual attributes. The following authorization objects arerelevant for the Service Desk.

Authorization Object DescriptionB_USERSTAT and B_USERST_T Authorization to set the status of a message. A corresponding

authorization key is assigned in the status profile for eachstatus value

B_NOTIF_IB Authorization for IBase componentsB_NOTIF_BC Authorizations for messagesCRM_ORD_PR Authorization for transaction types -> Must be assigned values

for the SLFN transaction type at leastCRM_ORD_LP Organization model visibility authorizationCRM_ORD_OP Authorization for user documentsCRM_TXT_ID Authorization to display or change texts for a message

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SAP Note 834534 also describes the roles required by the Service Desk and the work center.

Figures 17 and 18 show an example of the SAP_SUPPDESK_CREATE role, with attributes.

Figure20 Transaction PFCG role SAP_SUPPDESK_CREATE

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Figure21 Transaction PFCG role SAP_SUPPDESK_CREATE

After changes don’t forget to generate the role again.

3.5 Background Jobs

3.5.1 Synchronizing Messages from SAP Service BackboneUse the RNOTIFUPDATE01 report to synchronize messages between the SAP Solution ManagerService Desk and SAP Service Backbone. Schedule this synchronization periodically (every 15minutes), as described in SAP Note 781163. Figure22 displays the recommended setting for thereport variant. Select All Systems for the Source System field, to ensure that all messages aresynchronized, irrespective of the system in which they were created, at SAP or on your Service Desk.

Figure22 Variant of program RNOTIFUPDATE01

The following table provides an overview of the available settings and what they mean.

Setting MeaningUnconfirmedNotifications

If you select this field, only those customer messages that do not yet havethe SAP status Confirmed are synchronized or downloaded from the SAPbackend system.

Create NewNotification

If you select this field, and choose All Systems as the source system, all SAPcustomer messages are synchronized. In this case, even those that areinitially created directly in the SAP message processing system or on SAPService Marketplace are synchronized.

‚Source System‘ You can use this field to specify which messages are synchronized with theirsource. For example, if the setting CRM message is selected, only themessages that are sent from the Service Desk to SAP Support aresynchronized. Messages must be sent to SAP using the Service Desk to besynchronized.

SAP CustomerNumber

As of support package stack 16, you can use this field to define the customernumbers for which messages are synchronized with the SAP backend system.

Note: Schedule this report with a user that is not to be used for a dialog logon, and ensurethat the user is authorized to create and change basis and CRM messages. For moreinformation on the required roles, see section 3.4.

3.5.2 Automatic Confirmation of MessagesThe AI_SDK_SP_AUTO_CLOSE report can be used to automatically confirm customer messages thathave not been answered or confirmed by the customer within a defined period.

To do this, implement the IMG activity Set Up Automatic Confirmation of Messages(SOLMAN_VAR_AUTOCLOSE).

Figure23 IMG Activity Set Up Automatic Confirmation of Messages (SP 18)

Figure 24 IMG Activity Set Up Automatic Confirmation of Messages (SP 19+)

You can define the status of messages to be checked. If the message is not changed within thedefined time interval, the selected status is set. The following example shows a possible variant ofthis report.

Check status: E0005 (proposed solution)Set status: E0008 (Confirmed)Interval: Daily

The following time intervals are hard-coded for the automatic confirmation of messages:

Priority Duration (days)1 142 213 454 45

3.5.3 Synchronizing Data with SAPSections 4.1.3 and 4.1.5 contain more details on other jobs and their functions synchronizing datawith SAP, initially or regularly.

4 Master and Transaction DataThis section describes the activities required to create master data for your customers in SAPSolution Manager, automatically or manually. We recommend that you generate master dataautomatically. The description of manual maintenance here is useful for tests.

4.1 Automatic Master Data Maintenance (Standard)The activation of the BAdI implementation AI_SDK_SP_RFC described in section 3.3.1 is aprerequisite for automatic master data generation.

4.1.1 Maintain Customer NumbersIf you are registered with SAP as a VAR or Customer Competence Center (CCC), you can use the SAPSupport Portal to determine all the SAP customer numbers that you support, using the user providedby SAP. This S user is stored in the RFC SAP-OSS.

Prerequisite: An S user from the Service Provider, with a password that has authorization todisplay all customer information for the VAR customer numbers, must be available in theRFC SAP-OSS.

Note: Refer to SAP Note 1151450, which provides information on managing severalcustomer numbers.

Figure25 IMG Activity Maintain SAP Customer Numbers (SP 18+)

Call the IMG activity Maintain SAP Customer Numbers (SOLMAN_VAR_MAINT), to run the reportAI_SC_GET_SAP_CUSTOMER_NUMBERS, which writes all SAP business partners of the VAR to thetable V_AISAPCUSTNOS.

If your partner company has several own customer numbers (e.g. because you’d like to support allcustomers of all your subsidiaries in some countries) and do not have Corporate Function then youhave to run the report AI_SC_GET_SAP_CUSTOMER_NUMBERS for each customer number of theVAR with a separate RFC destination as variants (standard RFC is SAP-OSS for one VAR’s owncustomer number). In the RFC-connections for this subsidiary customer numbers an S user from ofthat customer number. To have all customer numbers up-to-date you create job variants with all RFCconnections.

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Once the business partners have been generated, use transaction SM30 to check and maintain thetable V_AISAPCUSTNOS. Use the Gen. All field to determine the customer numbers for which theinstallations and S users are to be automatically created in SAP Solution Manager.

Figure26 Display Table V_AISAPCUSTNOS

Note: Alternatively, you can set the flag for individual installations of a customer in the tableV_AIINSNRS (if, for example, you only provide support for specific customer installations).

Figure27 Table V_AIINSNRS

4.1.2 RFC Connection to SAPProceed according to SAP note 1301032.

Note: From SP 18, each customer no longer needs its own RFC connection with the nameSM_SP_< customer number>.

4.1.3 Download Master Data from SAP Service Marketplace

Prerequisite: Flag customer numbers or installations for generating the data, as described insection 4.1.1.

The report AI_SC_REFRESH_READ_ONLY_DATA creates the customer organizations assigned to yourVAR company, as business partners of type ‚Organization’, in the Solution Manager. SAP ServiceBackbone is used to transfer the customer’s information.

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Make the following settings in transaction SMSY_SETUP, before the background jobREFRESH_ADMIN_DATA_FROM_SUPPORT can be scheduled.

Transaction SMSY_SETUP Expert Settings:

Figure28 Making the Expert Settings in Transaction SMSY_SETUP

The following options can be selected in the expert settings:

Figure29 Expert Settings in SAP Solution Manager

1. Generate Business Partners from OSSThis setting determines whether a business partner (of type Organization) is automaticallycreated for each customer number. To make this setting, enter the value C.

This setting allows business partners with the SAP customer number and the ID type SP0001to be created. You can then use this ID to search for a business partner.

Leave the field empty, if you do not want to generate.

2. Generate Systems from OSSThis setting determines whether the master data for your customers' installations isautomatically created in the system landscape (SMSY) and installed base (IBase).

Value A: Systems are only generated if a three-digit alphanumeric ID was created for acustomer in the V_BP_SPC maintenance view. This allows you to use the long systemname to differentiate systems with different customer numbers. For example, the SOLsystem for the customer SAP is created as SOLSAP01.

Value N: New systems are numbered sequentially when systems are generated. In thiscase, the SOL system would be created as SOL00001.

This job automatically creates business partners of type ‚Organization‘, and data is transferred fromSAP.

Note: You can alternatively create business partners manually in transaction BP, and copydata from SAP in the IMG activity Data Transfer from SAP (SOLMAN_SMSYSETUP_OSS):

Figure30 Data Transfer from SAP (SP 18+)

The following tables are maintained by the report:

AICONTACTSAIEXTROUTERSAIINSTACCESS

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AIINSTALLATIONS

You can check which business partner (type Organization) was created for your customer, intransaction BP. You could, for example, validate the address here.

Figure31 Automatically Created Organization in Transaction BP

Schedule the background job REFRESH_ADMIN_DATA_FROM_SUPPORT in transactionSM37, with a user that is not to be used to log on to SAP Solution Manager.

A corresponding S user must be maintained for this user, for each customer number in thetable AISUSER. (Authorization of S user: System data maintenance for customer number)

Summary:Set up a background job with a user of type systemAISUSER: One entry each: System user | Customer number | S user (for customernumber and authorization for system data maintenance)

The IBase entries for installations are automatically generated in the same step. The businesspartners for the customers (organization) are also stored as "sold-to party" partners. This ensuresthat the sold-to party is automatically stored in a message when it is created.

You can use transaction SMSY to check which systems are created, sorted by products.

Figure32 Automatically Created Customer Systems in Transaction SMSY

The customer system information stored in the IBase is fundamental to message processing. Each ofyour customer's installations is represented by a component. The components are structured andstored based on their assignment to a customer number.

Use transaction IB53 to display the IBase. In the standard version, the IBase is represented by theexternal ID SOL_MAN_DATA_REP.

Figure33 Displaying a Customer System in the IBase

4.1.4 Creating Key Users for a Customer OrganizationThe final step in automatically maintaining master data is to create key users (end users) for acustomer, in the IMG activity Create Key Users (SOLMAN_SUP_BUSPART).

Figure34 IMG Activity Create Key Users (SP 18+)

The report AI_SDK_SP_GENERATE_BP is used for automatic generation. This report can be alsoscheduled for background periodic synchronization.

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Figure35 Generate Business Partners and System Users

The following data can be automatically created (which is recommended) using the report:

SU01 users for all customer S users (including a generated password)Business partners for all S usersBusiness partner relationship to the organization (customer - key user)Entries in the table AISUSER (prerequisite for forwarding a customer message to SAP ServiceBackbone)

Important settings for AI_SDK_SP_GENERATE_BP:

Field SAP Customer No: You can restrict the generation of business partners and key usersfor a customer number (for testing). It is recommended to leave this field empty.

Important: If a customer number is maintained in this field, the master data synchronizationwill be done only for this customer number, even in case of a CCC customer!

Field SAP Authorization: You can determine the customer S users for which SAP SolutionManager creates users and business partners. If, for example, you just want to create userdata for the Service Desk (message processing), select the SAP authorization ANLEG.

If you also want to create users and business partners for the Maintenance Optimizerscenario, select the SAP authorization SWCATALOG as well.

Field External ID Type S User and Relationship Type to SP: The values of these fields arepredefined and should not be changed.

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Field Create Users: The report will generate system user (Type: Dialog) and business partner(Type: Person) for each customer S user. If wished, a reference user could be assigned, sothat each system user could inherit the required role authorizations from the reference userautomatically.

Important: With exception of the role SAP_SMWORK_INCIDENT_MAN all other rolesrelevant for the VAR Service Desk scenario can be assigned to a reference user.

Field Deactivate User: If a customer S user is no longer authorized to create messages (e.g.the user does not have ANLEG authorization in Service Market Place), then the businesspartner of this user (if existing), is deactivated and flagged for archiving. The correspondingsystem user is also deactivated.

Field Refresh Table AISUSER: If this option is checked, the report creates an entry in theAISUSER table for each customer S user. As AISUSER entries are preliminary for messageforwarding to SAP Service Backbone, it is recommended to check this option.Field Send UserInfo by E-Mail: The report creates automatically an e-mail message with the generatedpassword for the initial user logon.

Important: This option should be always checked. Otherwise it is not possible to read thegenerated passwords. In this case you should either maintain the user passwords manually,or delete the created users and run the report again (with checked Send User Info by E-Mailoption).

Figure36 Display Log for the Report AI_SDK_SP_GENERATE_BP

The report also automatically creates ID numbers in each business partner. These IDs display thesystems for which a key user can create messages.

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Figure37 ID String in Business Partner

This information is read from the table AIINSTACCESS.

Prerequisite: The customer S-users for whom system users will be created, should haveauthorization to create customer messages, to send a reply, and confirm messages.

If the S user is not authorized to send a customer message to SAP, no IDs are added in thecorresponding business partner.

The Identification CRM001 defines to which systems the end user is allowed to open messages. Thisinformation is based on the S user authorizations in Service Marketplace.

The identification SP002 is used for mapping between the existing BP Person and the correspondingS user in Service Marketplace.

Figure38 S-User Authorizations in Service Marketplace

Note: In case that you have maintained some additional system ID numbers in the businesspartner, which do not base on the S user authorizations in Service Marketplace, you should insertthe keyword “NODELETE” in the “Responsible Institution” column of the Identification Numberstable. It will prevent these ID numbers to be deleted during master data synchronization.

4.1.5 Scheduling Background Jobs for Master Data SynchronizationThe programs to synchronize master data can be scheduled periodically in the background. Werecommend:

Program Name Description IntervallAI_SC_REFRESH_READ_ONLY_DATA Download customer data and

installations from SAP Service BackboneDaily

AI_SDK_SP_GENERATE_BP Generate users and business partnersfor customer S users

Daily

4.2 Manual Master Data Maintenance

4.2.1 Create Business Partners for CustomersThe sold-to party (customer) can be created manually in transaction BP, as described below.

1. Call transaction BP and select:Business Partner -> Create -> Organization.

Figure39 Create Organization

2. Select the Address tab, and enter address information for the sold-to part.

Figure40 Maintain Business Partner Information

4.2.2 Create Business Partners for Key UsersYou can create key users (customers reporting the message) manually in transaction BP, as follows:

1. Call transaction BP and select:Business Partner -> Create -> Person.

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2. Enter the required information for the key user in the Address tab, including an e-mailaddress, to which an automatic e-mail message can be sent.

Figure41 Create a Key User in Transaction BP

3. Select the Identification tab and go to the Identification Numbers group box. Enter all IDs forthe systems for which S users can create messages in the work center.

- Select the ID Type CRM001 (external system ID)- Enter the user in the Identification Number field, in the format: < System

ID><space><installation number><space><client><space><S user >

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Figure42 Maintain Key User IDs

4. Select the Identification tab and go to the Identification Numbers group box. Maintain therelationship between business partners and S-Users.

- Select ID Type SP002 (S-User)- Enter the S-User in the ID Number field, in the format:

<S-User>

Figure43 Maintain Key User ID

5. Choose Relationships and maintain the relationship between key user and customer:- Select the relationship type „Is Contact Person for“ (BUR001)- Enter the business partner of the customer (type Organization) in the field

„Relationship to BP“- Choose ‚Create’

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Figure44 Maintain Relationship of Key User to Customer Business Partner

4.2.3 Specify Business Hours

1. Call the transaction BP, and open the business partner of type ‚Organization’.2. Go to the ‚Control‘. You can specify the business hours, during which you process

customer messages, with the ‚Calling Hours…‘ pushbutton.

Figure45 Maintain Business Partner Calling Hours

Note: If the current time when a message of priority ‚Very High‘ is created, is not in thecalling hours, it is forwarded automatically to the SAP Service Backbone.

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4.2.4 Message ProcessorThe message processor is the employee responsible for processing a customer message. Thefollowing steps show how to create a message processor.

1. Select Business Partner -> Create -> Person in transaction BP (Maintain Business Partner), or editan existing business partner of the type Person.

2. Select the role Employee and maintain the data on the Address tab.

Figure46 Creating an Employee in Transaction BP

3. Select the Identification tab and go to the Personal Data group box.4. Enter the user ID for the message processor in the User Name field. This information is required

so that the user can process the message later.

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Figure47 Maintaining Users in a Business Partner

5. Save your entries.

6. Maintain the table AISUSER in transaction AISUSER. Create an S user for SAP Support Portal forthe message processor's user. (You can assign the same generic S user for each messageprocessor.)

Figure48 Template for AISUSER Generation

You can simplify maintenance of the table AISUSER with the programSOLMAN_COPY_AIUSERS, which automatically generates the AISUSER entries. The samecontact person (S user) is entered in the table AISUSER for each user, in line with thetemplate. SAP Note 1159944 is available for this report.

To run the report, a template (Figure48) must be available in the table AISUSER. It is used tocreate the other users. The template is made up of the user and the S user (without the Sand leading zeros).

The report can be called in transaction SE38 or SA38. To select a template, enter it directly,or select it from the input help (F4). You can use the options GEN_FRM and ADD, to controlthe addition of information from the template into the table AISUSER.

Figure49 The SOLMAN_COPY_AIUSERS Report

You can use the multiple selection option, to choose the users in a user-friendly manner.

Figure50 Multiple Selection of Users

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5 Frequently Asked Questions

5.1 Modifications of the Work Center Menu

Use the role SAP_SMWORK_INCIDENT_MAN to modify the SAP links in the work center. Call the roleusing transaction PFCG. Go to the Menu tab.

Figure51 Modifying the Menu in the SAP_SMWORK_INCIDENT_MAN Role

Choose the Other button to add links to the SAP Links folder.

Figure52 Defining User Links for the Work Center

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5.2 What is Required for Key Users to be able to Access the Work Center?Make the configuration settings described below. The work center can then be called internally andexternally.

http://help.sap.com/saphelp_nw70/helpdata/DE/42/d547ab30b6473ce10000000a114e5d/frameset.htm

If communication is to be direct, using a reverse proxy, see the following configuration information.

http://help.sap.com/saphelp_nw70/helpdata/DE/42/d548e630b6473ce10000000a114e5d/frameset.htm

5.3 How Can an Alias for Access to the Work Center be Defined?An external alias can be defined for a short URL.

1. Call the transaction SICF, and chooseProgram -> Execute

2. Choose ‚External Aliases’

3. Choose ‚default_host’

4. Choose External Alias -> Create

External Alias: Enter the name with which the work center is to be called. It must beginwith ‚/’:Examples: /support, /support-access

Description 1: Enter a description

Target Element tab: Choose the service.Work center example: /default_host/sap/bc/webdynpro/sap/AGS_WORKCENTER

5. Save your entries

5.4 How Can You Check Service Desk Settings?

Use the report AI_SDK_CUSTOMIZING_LISTING to read all basic settings from the Service Desk anddisplay them in a log. This provides a user-friendly analysis.

To run the AI_SDK_CUSTOMIZING_LISTING report, the SAP Notes 1147005 and 1168074 must beimplemented. These also enhance the information in the log.

Run the report in transaction SE38. You can determine the settings to be evaluated and displayed in astructure.

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Figure53 Report AI_SDK_CUSTOMIZING_LISTING

Figure54 Service Desk Basic Settings Log

5.5 In Which Tables is Data Stored?

The VAR master data is stored in the following tables:

AICONTACTSAIEXTROUTERSAIINSTACCESS

AIINSTALLATIONS

5.6 Prerequisites for the GoingLive Check Session

The SAP GoingLive Check session requires at least ST-SER package 700_2008_1 Support Package 01,which was published between Support Package 15 and Support Package 16.

5.7 How are Views for Service Desk Users in the Work Center Set-Up?

Another interface (view) is provided for the Work Center for key users and for message processors.This is controlled by authorization object CRM_TXT_ID. Add the attribute Display Text ID SU15 in themessage processor role.

Figure55 Modify Views for the Work Center

5.8 Error Message DNO_150

You want to send a message to SAP, and get the following message:

Figure56 Error Message DNO_150

Analysis and Troubleshooting:

1. The message is forwarded in the name of the person reporting the message. TheAI_SDK_SP_RFC BAdI must be active. The message is forwarded SAP via RFC connection withthe name SM_SP_< customer number | VAR customer number>.

2. Check: Does an entry exist in the AISUSER table for the S user of the person reporting themessage (S user can be read from the business partner - check using transaction AISUSER)?

3. Is there at least one entry in the AISUSER table for the user of the person reporting themessage? Only a generic S user, without an assignment to a customer number, is required.

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5.9 Archiving and Deleting Service Messages

SAP provides the archiving object CRM_SERORD in transaction SARA to archive service messages.

Figure57 Transaction SARA - Archive Administration

For more detailed information on archiving, go to http://help.sap.com/

http://help.sap.com/saphelp_crm50/helpdata/de/8d/3e4d70462a11d189000000e8323d3a/frameset.htm (archive administration)

http://help.sap.com/saphelp_crm50/helpdata/de/3f/da033b77b7261fe10000000a11402f/frameset.htm (archiving of business transactions)

See also the composite SAP Note 1150775 on archiving in CRM.

5.10 Is it Possible to Automatically Set the Status “Sent Automatically toSAP”?

Yes. To do so, you can implement the optional SAP Note 1247502 (SP: Sent Automaticallyto SAP indicator). The status will then always be set automatically when the action SendMessage to SAP is performed.

5.11 Which Information is entered for a system in SMSY?

The following information is available for the systems created in SMSY:

SID

Installation number

Product

Version

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5.12 Problems with the Job REFRESH_ADMIN_DATA_FROM_SUPPORT

See SAP Note 1151450 on managing several customer numbers.

5.13 Message “Partner 00000 not found – see long text” is displayed whilesaving entries in the AISUSER Table

This is a warning which can be ignored. Select “enter” and proceed.

6 Appendix

6.1 Configuration Overview “Service Desk for VARs”

6.2 Overview of System/User Information Download and Master DataGeneration

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6.3 Transaction Type SIVA

Below is the definition of transaction type SIVA after BC sets activation:

These configuration settings also apply for transaction type SLFN.

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Below is the SIVA definition, which enables the usage of Service Level Agreements functions (SLAs):

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6.4 Text Determination Procedure

Text determination procedure for the VAR scenario is SLFC0001.

6.5 Partner Determination Procedure

Partner determination procedure for the VAR scenario is SLFC0001.

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6.6 Status Profile

Below is an overview of the SLFC0001 status profile:

6.7 S-User Authorizations in SAP Global Support Backbone

The user that run the report AI_SC_GET_SAP_CUSTOMER_NUMBERS requires an S-user assigned inthe transaction AISUSER with following authorizations:

Activity AuthorizationAdministration Authorization ADMIN

Maintain all Logon Data Value GLOBAL

Maintain User Data USER

Maintain System Data INSTPROD

Request License Key LICKEY

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The user that schedules the job REFRESH_ADMIN_DATA_FROM_SUPPORT requires for eachcustomer the assignment of an S-user in the transaction AISUSER with following authorization:

Activity AuthorizationMaintain System Data INSTPROD

The S-user that is assigned in the according Customer RFC requires following authorization:

Activity AuthorizationSend Customer Messages to SAP GOSAP

If a customer S-user would use the Maintenance Optimizer function, following authorization in theSAP Support Portal is required:

Activity AuthorizationExecute Maintenance Optimizer SWCATALOG: Order Software in Software Catalog

Authorizations of Customer S-Users acting as Key Users*:

Activity AuthorizationCreate Customer Messages ANLEG

Send Customer Messages to SAP GOSAP

Confirm Messages QUITT

Open Service Connections SVER

* Other authorizations are optional.

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Table of Figures

Figure1 Display Technical Name of IMG Activity ..................................................................................5

Figure2 SOLMAN_SETUP Initial Configuration of Solution Manager .....................................................6

Figure3 SOLMAN_SETUP Basic Solution Manager Configuration .........................................................7

Figure4 Configuration Step after Implementation of SAP Note 1023598 .............................................8

Figure5 Template for Generating AISUSER ..........................................................................................8

Figure6 The SOLMAN_COPY_AIUSERS Report .....................................................................................9

Figure7 Multiple Selection of Users .....................................................................................................9

Figure 8 BC Set Activation in IMG (SP 18) .......................................................................................... 10

Figure 9 BC Set Activation in IMG (SP 19+) ........................................................................................ 11

Figure 10 BC Set Activation by Transaction Type ............................................................................... 11

Figure 11 Transaction DNO_CUST04 ................................................................................................. 12

Figure 12 Message Types View .......................................................................................................... 12

Figure13 Activating the AI_SDK_SP_RFC BAdI Using the IMG (SP 18) ................................................. 13

Figure 14 Activating the AI_SDK_SP_RFC BAdI Using the IMG (SP 19+) .............................................. 14

Figure15 Activating the BAdI AI_SDK_SP_PPF via IMG activity SOLMAN_VAR_BADI_PPF (SP 18) ....... 14

Figure16 Activating the AI_SDK_SP_RFC_RP BAdI via IMG activity SOLMAN_VAR_SUSERRIGH (SP 18+) ......................................................................................................................................................... 14

Figure17 Activating the AI_SDK_CRM_DNO_MON BAdI via IMG activity SOLMAN_SUPPDESK_DNOM(SP 19+) ............................................................................................................................................ 15

Figure18 IMG Activity Activate Text Types (SP 18) ............................................................................. 15

Figure 19 IMG Activity Activate Text Types (SP 19+) .......................................................................... 16

Figure20 Transaction PFCG role SAP_SUPPDESK_CREATE .................................................................. 17

Figure21 Transaction PFCG role SAP_SUPPDESK_CREATE .................................................................. 18

Figure22 Variant of program RNOTIFUPDATE01 ................................................................................ 18

Figure23 IMG Activity Set Up Automatic Confirmation of Messages (SP 18) ...................................... 19

Figure 24 IMG Activity Set Up Automatic Confirmation of Messages (SP 19+).................................... 20

Figure25 IMG Activity Maintain SAP Customer Numbers (SP 18+) ..................................................... 21

Figure26 Display Table V_AISAPCUSTNOS ......................................................................................... 22

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Figure27 Table V_AIINSNRS............................................................................................................... 22

Figure28 Making the Expert Settings in Transaction SMSY_SETUP ..................................................... 23

Figure29 Expert Settings in SAP Solution Manager ............................................................................ 23

Figure30 Data Transfer from SAP (SP 18+) ......................................................................................... 24

Figure31 Automatically Created Organization in Transaction BP........................................................ 25

Figure32 Automatically Created Customer Systems in Transaction SMSY .......................................... 26

Figure33 Displaying a Customer System in the IBase ......................................................................... 26

Figure34 IMG Activity Create Key Users (SP 18+) ............................................................................... 27

Figure35 Generate Business Partners and System Users ................................................................... 28

Figure36 Display Log for the Report AI_SDK_SP_GENERATE_BP ........................................................ 29

Figure37 ID String in Business Partner ............................................................................................... 30

Figure38 S-User Authorizations in Service Marketplace ..................................................................... 31

Figure39 Create Organization............................................................................................................ 32

Figure40 Maintain Business Partner Information .............................................................................. 32

Figure41 Create a Key User in Transaction BP ................................................................................... 33

Figure42 Maintain Key User IDs ........................................................................................................ 34

Figure43 Maintain Key User ID .......................................................................................................... 34

Figure44 Maintain Relationship of Key User to Customer Business Partner ....................................... 35

Figure45 Maintain Business Partner Calling Hours ............................................................................. 35

Figure46 Creating an Employee in Transaction BP ............................................................................. 36

Figure47 Maintaining Users in a Business Partner ............................................................................. 37

Figure48 Template for AISUSER Generation ...................................................................................... 37

Figure49 The SOLMAN_COPY_AIUSERS Report ................................................................................. 38

Figure50 Multiple Selection of Users ................................................................................................. 38

Figure51 Modifying the Menu in the SAP_SMWORK_INCIDENT_MAN Role ....................................... 39

Figure52 Defining User Links for the Work Center ............................................................................. 39

Figure53 Report AI_SDK_CUSTOMIZING_LISTING .............................................................................. 41

Figure54 Service Desk Basic Settings Log ........................................................................................... 41

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Figure55 Modify Views for the Work Center ..................................................................................... 42

Figure56 Error Message DNO_150 .................................................................................................... 42

Figure57 Transaction SARA - Archive Administration ......................................................................... 43