How to GuideSAP Solution Manager EHP1Service Desk

Application Lifecycle ManagementSolution Management06/2009

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How to prepare using SAP Solution ManagerEHP1 - Service Desk

SAP Solution Manager InstallationSAP Solution Manager EHP1 needsto be installed according theInstallation GuideIt is recommended to have the latestSupport Package Stack implemented

SAP Solution Manager Basic ConfigurationThe Basic configuration is succesfully completed with the guided procedure intransaction: SOLMAN_SETUPThe Basic configuration includes also the Standard Service Desk configurationPlease check the status in “Basic configuration” – step (7) Automatical configuration.All status should be green.The managed systems for which you want to create messages have to be maintainedvia the “Managed system configuration”.

Value AddConfigurationsE-Mail notification,SLA, BI Reporting,Solution Database,

etc.

Service Provider /Partner

Enhancements

Integration /Interface

3rd party interface,Testing,

Change Mgmt,Project

Documentation

CustomAdoptions &

DevelopmentsSpecific profiles,Custom fields,

BADIs

Configuration Service Desk

SAP Solution Manager - Installation

SAP Solution Manager - Basic ConfigurationSystem landscape, SAP Connection, Jobs, Ibase (Systems)

„SOLMAN_SETUP“

Standard Service DeskStandard profile of: Text, Status, Actions, Categories, Priority,

Master DataOrg. structure, Business Partner, User, Authorizations

StandardDeliverySAP SolutionManagerService Desk

Customer specificconfigurations ofSAP SolutionManagerService Desk

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How to prepare using Service DeskMaster Data (1)

To create and forward a support message to SAP, the following Data have tomaintained

User with Password and roles. To do in Transaction SU01

Copies of SAP Standard role

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How to prepare SAP Solution Manager ServiceMaster Data (2)

To create and forward a supportmessage to SAP, the following Datahave to maintained

Business Partner . To do in transaction :BP

Assign a logon user to aBusiness Partner

Maintain the systems / clients forwhich the BP is allowed to create

support messages

XXX (SID) 1234567(Installation) 000 (client) STLEON(User in this system)

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How to prepare SAP Solution Manager ServiceMaster Data (3)

To create and forward a supportmessage to SAP, the following Datahave to maintained

S-User: To do in transaction AISUSER

S-User for SAP ServiceMarketplace with authorizationto create support messages.Entry without „S“ and without

leading „0“.

Variants of message creation

Support messagein SAP system

Web-Frontend(Work Center)

SAP SolutionManager

Call / Mail / Fax

SMSYSystem

data of SMSYSystemdata (online)

+ context

SMSYSystem

data of SMSY

Message tracking for User is always

possible via Web Frontend Work Center

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How to create a support messagein managed system

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Create a support message asan end user in each SAPsystem. Messages are

transferred into the connectedSAP Solution Manager .

How to create a support messagevia Web Frontend (1)

URL: http://“Server“:“Port“/sap/bc/webdynpro/sap/ags_workcenter?sap-client=200&sap-language=EN

Overview of Incident Management Work Center

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How to create a support messagevia Web Frontend (2)

The reporter only defines sytem,priority and SAP component.

Further data is collected andattached automatically

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Creating a message in name of themessage reporter can be done directlyin SAP Solution Manager transaction:NOTIF_CREATE, e.g. based on phonecall or an EMail

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How to create a support messagevia Contact in SAP Solution Manager team

How to process a new messageUse query to find the message

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In the query view you canmonitor messages based onfilter values, e.g. message

number, status, etc.

Messages in SAP SolutionManager are shown to the

BPs that are assigned to themessage

SAP EnterpriseSupport

+ Global SupportBackboneMission-

CriticalSupport

Run SAP

InnovationProtection ofInvestment

End-to-EndSolutionOperations

SAP- Customer Collaboration in IncidentManagement

Context data from SAP managed systems

SAP component specific questions

Integrated SAP notes search

Support message interaction with SAP

Service & Support

Remote connection activities (open system,

secure area, SAP change log)

Feedback questionaire (Positive Call

Closure)

SAP Solution ManagerUser

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How to answer the component specificquestions

Component specific questions should beanswered before the message is sent to SAPsupport.

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Alert, showing that componentspecific questions are

available

How to process a new messageSearch for SAP notes

Before sending the message to SAP it is recommended to do SAPNotes research to check if a solution for the problem is alreadydocumented

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Enter several search termsand further filter values tolimit the amount of results.

How to forward a message to SAP

To forward a message toSAP it is necessary to writeat least a text in text type„Information for SAP“.

The status of the messagewill change automatically in„Sent to SAP“ after asuccessfull sending.

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Click on the message to get inthe processing mode

Click on Actions, select line„Send message to SAP“ and

SAVE.

A mandatoryfield for sendinga messagesuccessfully toSAP is theComponent, e.gSV-SMG-SUP.

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How to forward a message to SAP (2)

The field shows immediatleyafter saving the corresponding

message number in SAPGlobal Backbone.

Message status is the statusthat the message has

currently in SAP GlobalBackbone.

How to find messages that was updated fromSAP

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With a own defined query andthe selection criteria SAP

component, Notification statusor Message number it is

possible to monitor messageswhere customer action in the

process flow is required.

How to update SAP status in a message

Message status with SAP are updated automatically within a periodical job inbackground.

In urgent cases it is possible to trigger an update manually out of the message

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How to open system for SAP remote support

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How to maintain logon data for SAP remotesupport

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How to confirm a message with SAP (1)

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It is possible to confirm themessage that was sent to SAPafter receiving a successfullsolution or asynchron to cancel theprocess.The SAP message is automaticallyconfirmed whenever the SAPSolution Manager message willbe confirmed.

How to confirm a message with SAP (2)Positive Call Closure

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After the confirmation of amessage that was solved bySAP, it is appreciated to fill ina short feedback form aboutcustomer satisfaction

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Incident Management with 1st & 2nd LevelSupport - Demo Scenario

SAP SupportSAP SupportEnd User / Key UserEnd User / Key User Customer Support Processors

1st level 2nd level

Customer Support Processors

1st level 2nd level

•Open message

• Perform RCA• Clarification

to customer•Reply•Add attachment

• Forward 2ndlevel • Search SAP Notes

• Send to SAP• Open System for

SAP Support • RemoteConnection

• Attach SAP Note• Reply to

customer

• Check SAP Log• Confirm SAP

message• Give Feedback• Reply to customer• Implement SAP Note

(Change Request)• Take over Solution in

Solution Database

•ConfirmSolution

Find offline Demo to download in http://service.sap.com/rkt-solman

SAP Solution Manager Service Desk versusService Marketplace

"Message capture in the Service Marketplace applies to all key users in acompany with a corresponding S-user. Certain checks and queries (e.g notesearch) are performed before sending, to ensure that all the information required toprocess messages quickly, is available.Using the SAP Solution Manager assumes that the customer has at least a 1st-level SAP support structure (e.g. CCoE), so there has already been preliminaryclarification with the user, and initial attempts to solve the problem. Service Desk isdelivering appropriate functionalities.The message then forwarded to SAP does notusually need to repeat these queries and notes, on the contrary, they wouldprobably irritate most customer experts. It is assumed that customer experts havepassed all relevant information to SAP.„

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Further information

Useful links:

Solution Manager in Support Portal http://service.sap.com/solutionmanager--> Media Libary Use case Presentations

Learning Map for SAP Solution Manager http://service.sap.com/rkt-solman--> Operations

User Documentation http://help.sap.com

SAP Solution Manager Weblogs on the SDN(https://www.sdn.sap.com/irj/sdn/forum?forumID=156)

Trainings at Field Service Education Offerings(http://www.sap.com/services/education/catalog/index.epx)

Additional information to Service Desk (DE)(http://service.sap.com/~sapidb/011000358700007304772002E/)

SAP Solution Manager Diagnostics http://service.sap.com/diagnostics

Installation Guides on SAP Support Portal (http://service.sap.com) (-> SAPSolution Manager 7.0)

Master Guide SAP Solution Manager 7.0

Sizing Guide SAP Solution Manager 7.0

Installation Guides depending on OS/DB version