SAP Solution Manager Service Desk for Service Providers

SAP Solution ManagerService Desk for Service Providers

Extended Information and Settings for the Service Desk for ServiceProviders

Date: June 2009

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Contents

1 Introduction 3

2 IBase Installed Base Management 4

2.1.1 Standard System 5

2.1.2 Settings 5

3 Organizational Model 8

3.1.1 General Information 8

3.1.2 Basic Settings for Organizational Model 8

3.1.3 Configuration Options 9

4 Product Maintenance 14

4.1.1 Creating a Base Hierarchy and Root Category 14

4.1.2 Configuration Options 17

5 Service Level Agreement 21

5.1.1 Service Contracts and Escalation Management 22

5.1.2 SAP Standard SLA Escalation Management 27

Glossary:

IMG Implementation Guide

BC Set Business Configuration Set

BAdI Business Add-In

IBase Installed Base

RFC Remote Function Call

SLA Service Level Agreement

SMP SAP Service Marketplace

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1 Introduction

The following descriptions partially represent an extended explanation of the current basic Customizing.

They thus provide a more detailed explanation, as well as information on additional optional functions within

the Solution Manager. You will find information and notes concerning settings and adjustments, most of

which, however, can also be found in the implementation guide.

Settings for the organizational model, the IBase, and the creation of products are described.

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2 IBase Installed Base Management

You can use installed base management to assign objects (application systems in this scenario) to

customers. Examples of ways in which you can use this customer information include:

To identify the precise object for which a problem is being reported

To find out more details for a process (such as a visit)

To provide technicians with information regarding the object in question and its components

To document changes made to objects

An installed base (IBase) comprises general data and components. For every IBase, you can create any

number of components and subcomponents. Components can be products (from the product master), text

items, other IBases, or user-defined objects.

In this scenario, the IBase models the customer’s system landscape, first and foremost the SAP systems

with their respective system ID, installation number, and client. Data from support messages is compared

with the IBases so that the right IBase and the right customer are found automatically and entered in the

service process.

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2.1.1 Standard System

The standard system uses IBase category 01.

2.1.2 Settings

2.1.2.1 Creating IBases

SAP menu: Master Data -> Installed Base -> Create Installed Base

Or transaction: IB51

1. To create an IBase, proceed as follows:

2. Call the transaction.

3. Select the IBase category (01 Installed Base).

4. Choose Enter.

5. On the next screen, enter a description for the IBase (for instance, IT Landscape).

6. Structure the IBase as you wish (using text items). To do so, enter the required short text on the Text

tab page (for instance, CRM systems).

7. Double-click CRM systems and on the Text tab page, enter one of the customer’s CRM systems (for

instance, ABC Development system CRM 3.1) as the short text.

8. In the text item, which represents an SAP system, enter the system number and installation number

in the Identification field in the text item header.

9. Note: The components for identifying the customer system must be created as text items. In the

Identification field, you first have to enter the system ID of the customer system and then the

installation number - separated by a space.

You must enter the system number and installation number as follows:

<System number><1 space> <installation number>

Example: ABC 1234567890

If the identification is not entered correctly, the system cannot identify the component from the inbound

support message.

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Figure 1 IBase Component

2.1.2.2 Assigning Business Partners

SAP menu: Master Data -> Installed Base -> Change Installed Base

Or transaction: IB52

You can assign partners to an IBase and the components. Besides business partners, you can also assign

customers, key users, and administrators, for example.

To assign business partners to a component:

1. When you are creating or changing an IBase, choose Goto -> Partner.... Ensure that you have

double-clicked the IBase or component to which you want to assign partners.

2. The Partner Assignment dialog box appears.

3. Assign the partners with the required partner functions.

4. Choose Transfer and save your entries.

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Figure 2: Assignment of Partners to an IBase/Component

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3 Organizational Model

3.1.1 General Information

In CRM, Organizational Management is a flexible tool that lets you model your enterprise’s functional

organizational structure as an organizational plan. Two elements are available:

Organizational units, which represent how the company is structured in terms of function (such as

departments, groups, and so on)

Positions, which represent how different functions/tasks are assigned to individual posts (such as

purchasing clerk, message processor, and so on)

In CRM, the main focus is on modeling the sales and service structure. For work in the CRM system, you

therefore need model only the organizational data that is relevant for processes specific to sales and

services.

The organizational model can be used to assign the relevant organizational units in documents automatically

on the basis of attributes. For this purpose, you assign attributes to the organizational units, such as the

country for which they are responsible.

3.1.2 Basic Settings for Organizational Model

You should structure the organizational model in line with the structures typically used by service providers.

The basic prerequisite is one organizational unit for services and one for sales, which the system should

later be able to find automatically in the service process types on the basis of their responsibilities. You thus

need to assign attributes to each organizational unit.

Below is an example of an organizational model:

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Figure 3 Sample Structure of a Service Organization

Organizational units are marked in bold, and each contains a sample position. In an organizational model,

the employees can be assigned to this position.

3.1.3 Configuration Options

3.1.3.1 Creating Organizational Roots

To create the initial organizational root for a new organizational structure, you have to use the IMG:

IMG -> SAP Solution Manager -> Scenario-Specific Settings -> Service Desk -> Organizational Model

You can specify the validity of the hierarchy.

3.1.3.1.1 Assigning Attributes to Root Organizational Units

You set up your organizational structure by maintaining the organizational model.

IMG -> CRM -> Master Data -> Organizational Management -> Organizational Model -> Change

Organizational Model

Alternatively, you can use the following transaction to maintain the organizational model directly.

Transaction: PPOMA_CRM

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3.1.3.2 Creating an Organizational Structure for the Service Desk



Or transaction: PPOMA_CRM

Below is an example of a simple organizational structure for a service desk:

Figure 4 Example of an Organizational Model in the CRM System

3.1.3.2.1 Assigning Attributes to Service Organizational Units

Choose the following path in the IMG:




Below is a list of the attributes that have to be maintained for the individual organizational units in the

example model.

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Service desk (Service scenario)

Tab page Attribute Value

Attributes Country DE

Attributes Object permitted in determination No

Function Service organization Yes

All lower-level organizational units inherit these attributes (except the determination relevance, which cannot

be passed on). In this scenario, only the 1st Level Support organizational unit is Object permitted in

determination.

1st Level Support (Service scenario)



Attributes Object permitted in determination Yes


Function Service team Yes

2nd Level Support (Service scenario)



Attributes Object permitted in determination No


Function Service team Yes

The BC Team and CRM Team organizational units inherit the attributes from 2nd Level Support.

3.1.3.3 Creating an Organizational Structure for Sales




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The sales organization is required for service contracts.

Figure 5 Attributes for Organizational Units

3.1.3.3.1 Assigning Attributes to the Sales Organizational Unit




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Sales (Sales scenario)

Attribute Value

Country DE

Reference currency EUR

Division 01

Distribution channel 01

Object permitted in determination Yes

IMG -> CRM -> Master Data -> Organizational Management -> Organizational data for sales scenario

Figure 6 Type of Organizational Unit

3.1.3.4 Extending the Organizational Model

You can add as many levels to the organizational model as you wish by creating additional organizational

units. You can assign different attributes to the organizational units, which can affect how organizational data

is determined. You have to create positions in order to be able to assign employees and users to the

organizational units.

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4 Product Maintenance

You can use products (service products) to categorize and assign services. You can also use products in

contracts, for instance, to represent service level agreements in the form of response times. The following

sections describe the basic settings you need to make in SAP Solution Manager in order to create products.

4.1.1 Creating a Base Hierarchy and Root Category

SAP menu: Master Data -> Products -> Maintain Categories and Hierarchies

Or transaction: COMM_HIERARCHY

To create products in the CRM system, you need a base hierarchy. You have to assign every product to a

category in this hierarchy. To do so:

Call transaction COMM_HIERARCHY.

1. Choose New Hierarchy...

2. Enter an ID (for instance, SRVC_HIER) and a short text (for instance, Base hierarchy for service

products).

3. Save your entries and stay on the same screen.

Next, you need to create a root category for the base hierarchy. This is necessary if you want to use various

categories for different types of products. To do so:

1. Choose the Create Category pushbutton.

2. Enter an ID (for instance, SRVC_ROOT) and a short text (for instance, Root category for service

products).

3. On the Category tab page, assign the Service product type to the root category and remove the

checkmark for Product/Object Assignment Possible. These settings mean that the categories below

the root category can be selected and assigned for service products only.

4. Save your entries.

4.1.1.1 Assigning Category Hierarchy to the Application

In the IMG (transaction SPRO):

SAP Customizing Implementation Guide -> Cross-Application Components -> SAP Product -> Product

Category -> Assign Category Hierarchies to Applications

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Before you can use the hierarchy as a base hierarchy, you need to assign it to the product application.

To do so, proceed as follows:

1. Call the transaction by following the IMG path.

2. Choose Assign Hierarchies to Applications.

3. Choose New Entries.

4. Choose Product as the application and the base hierarchy you created earlier as the hierarchy (for

instance, SRVC_HIER).

5. Save your entries.

4.1.1.2 Creating a Category for Service Products



1. Call up the root category you created earlier.

2. Below the root category, create a new category for service products by choosing the Create

Category pushbutton. You should be able to use this category for all service products. If you want

different categories for different types of service products, proceed as described in Creating

Subcategories.

3. For this category, select Product/Object Assignment Possible (Category tab page).

4. On the SetTypes tab page, assign the following set types:

Set Type Set Type Description View ID Position

COMM_PR_UNIT Units of Measure Conversion General 10

COMM_PR_SHTEXT Short Texts General 20

COMM_PR_LGTEXT1 Basic Texts General 30

CRMM_PR_SALESA Sales: Control Fields, Quantities Sales 10

CRMM_PR_SALESG Sales: Groupings Sales 20

CRMM_PR_TAX Taxes Sales 30

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COMM_PR_LGTEXT2 Sales: Texts Sales 40

COMM_PR_SRV Basic Data on Services Service 10

CRMM_PR_BTR Process Control Fields Service 20

CRMM_PR_SRVENT Default Values for Service Contracts Service 30

CRMM_PR_SRVDUR Duration of Work Service 40

Figure 7 Hierarchy Categories for Service Products

4.1.1.3 Creating Service Products

SAP menu: Master Data -> Products -> Maintain Products

Or transaction: COMMPR01

You need to create a service product in order to create service processes, service contracts, and service

confirmations.

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This example shows how to create a service product called Support (Support Hotline). To do so:

1. Start the above transaction.

2. Choose the Create Service pushbutton.

3. In the dialog box that appears, choose the subcategory you created earlier as the category and then

choose Continue.

4. Enter the product ID (for instance, SUPPORT_HOTLINE) and a description (for instance, Support

Hotline).

5. On the General Data tab page, enter data as required.

6. On the Service tab page, assign the base unit of measure H (Hour) and the item category group

SRVP to the product.

7. If you wish, you can assign the product default values for service contracts. They can be overwritten

in a service contract at a later stage.

8. On the Sales and Distribution tab page, assign the product to the Sales sales organization and

distribution channel 01. Enter the sales unit and item category group again. Make the appropriate

settings in the tax area.

9. On the Conditions tab page, you can assign a price (0PR0) to the product. You can also define

surcharges and discounts for specific valuation types, for instance.

4.1.2 Configuration Options

4.1.2.1 Importing Hierarchies, Categories, and Products from R/3

You can import hierarchies, categories, and products to CRM that you created in R/3.

For more information, see http://help.sap.com.

4.1.2.2 Creating Subcategories



In the CRM Service area, a distinction is made between the following types of products:

Service products with resources

Service products for contracts

In order to create products with different attributes for these types, you have to create categories with the

appropriate set types.

You can create the categories as subcategories of the root category and group them as you wish.

http://help.sap.com./

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4.1.2.2.1 Category and Set Types for Service Products with Resources



Characteristics of the category:

Product type = Service

Product assignment possible

The category should contain the following set types:










CRMM_PR_SRVRR Resource Requirement Service 30

CRMM_PR_SRVDUR Duration of Work Service 40

4.1.2.2.2 Category and Set Types for Service Contract Products



Characteristics of the category:

Product type = Service

Product assignment possible

Category can be selected

The category should contain the following set types:

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CRMM_PR_SRVENT Default Values for Service Contracts Service 30

The following section provides a description of a service product for service contracts.

4.1.2.3 Service Products for Service Contracts

SAP menu: Master Data -> Products -> Maintain Products

Or transaction: COMMPR01

Service products for service contracts differ from service products with resources in that you specify service

and response profiles (Service tab page). You create them in exactly the same way as described in Section

0 "Creating Service Products".

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Figure 8 : Service Product for Service Contracts

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5 Service Level Agreement

The Solution Manager provides various options for monitoring the existing service messages. This is

especially necessary when you have to make sure that messages are processed within the defined period of

time.

In the standard system you can use the transaction monitor (transaction CRM_DNO_MONITOR) to select

messages and access various indicators. In the standard system a date rule is provided in the service

process (date profile SLFN_HEADER). Based on this rule (creation date + 3 days), the end date of the

customer requirement (date type SRV_CUST_END) is calculated. The traffic light function, represented by

an indicator (red/green) in the first column of the transaction monitor, is determined via the date types

SRV_CUST_START and SRV_CUST_END. Red traffic light indicates that the end date has been exceeded.

Green traffic light shows that the end date lies in the future.

The use of contracts, positions, service and response profiles constitutes an extension of the monitoring

functions, combined with auto-response methods. These functions provide you a wide range of options to

define individual availability and response times for various customers in the service process. In addition to

the extended options concerning monitoring, you also have the option of automatically combining escalation

mechanisms. For example, when the resolution time ensured to a customer has been exceeded, an e-mail

can be sent to a specified person to inform them of the delay. These functions are also referred to as SLA

escalation management.

The figure below shows both displays in the transaction monitor. The left side shows the standard 3-day rule,

and the right side shows the enhanced display after using the SLA functions.

Figure 9 Results Display in the Transaction Monitor

The following chapter describes the subject of SLA escalation management in greater detail.

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5.1.1 Service Contracts and Escalation Management

5.1.1.1 General Description

The service contract serves as a long-term service agreement with the customer concerning the content and

scope of services guaranteed within certain tolerance limits for certain sizes, for example, within a predefined

time frame.

You use the service-based SLA (Service Level Agreement) to agree with the customer on the modalities of

the provision of services.

The SLA defines the attributes (for example, content, scope, type and manner) of the service products (for

example, maintenance, hotline) agreed on with the customer in the service contract. Parameters such as

response time or service time are specified in the SLA.

In the product master, when you process products of type Service that are planned for service contracts, you

can use the set type Default Values for Service Contracts.

Figure 10 Product SUPPORT_HOTLINE, Transaction COMMPR01

You can enter default values for the two above-mentioned SLA parameters in this set type. When you select

the service product in a service contract item, the SLA parameter data is transferred to the contract item,

where you can change it, if necessary.

If you want to use other parameters, besides the SLA parameters supplied by SAP, you can do this using an

additional, customer-specific set type. You process the data from the set type using BAdIs.

The basic settings for service contracts are supplied in the standard system via transaction type SLFV.

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5.1.1.2 Structure of a Service Contract

A service contract comprises header and item data. One service product can be agreed on for each service

contract item, which the customer can use for a specific period of time at a specific price.

Different types of services can be agreed on as service product in a service contract item:

an individual service (for example, hotline)

a service package, in which multiple services are combined (for example, automobile inspection)

a service limited by value or quantity (for example, free advice by telephone during the first three

months after the purchase of software)

a service plan, in which recurring services are provided at regular intervals (for example, copy

machine maintenance every 3 months)

Figure 11 Structure of the Service Contract

5.1.1.3 Determining Service Contracts (Contract Determination)

Prerequisites

You can use contract determination to create business transactions in service with reference to service

contracts.

In the CRM system in Customizing you set the transaction types according to how the contract determination

is to occur in the corresponding business transaction in service (for example, service order). You make this

setting in the IMG activity

###Customer Relationship Management Transactions Basic Settings Define transaction type

using the Contract Determination indicator.

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Figure 12 Contract Determination in the SLFN

The following settings are available:

###No Contract Determination

Choose this setting when you work with contracts, but you do not want to use automatic contract

determination for the business transaction type concerned in service processing.

###Manual Contract Determination (G)

Choose this option when you want to use automatic contract determination. You can still manually begin a

contract search for those items of a business transaction in service which still do not have an assignment to

a contract.

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###Contract Determination at Item Level (E)

With this setting the system determines all existing contracts with a customer during creation of a business

transaction item (for example, of a service contract item).

For uniqueness, that is, when only one contract is found which meets the selection criteria, the system

automatically transfers all relevant data from the corresponding service contract item to the business

transaction. Otherwise, a separate dialog box opens with a list of all contracts found, from which you can

select the desired contract item.

If you have selected the option ###Always with Selection Options in Customizing, the selection window is

always opened in the business transaction. In this case, there no automatic assignment will occur.

###Contract Determination at Header and Item Level (C)

In contrast to ###contract determination at item level, here contract determination is already possible when

the header data is entered (for example, the header data of a service order).

For assignment at header level, however, entering the reference object is mandatory. In this case, only those

contracts are found that have either an object list that contains the reference object or an empty object list.

The contract search at header level only occurs when no contract has yet been assigned and no items are

present in the business transaction in service.

How it works

When you create a business transaction in service with a transaction type for which contract determination is

activated in Customizing, the system determines service contracts on the basis of the following selectioncriteria:

Partner

The customers in the service contract and in the business transaction must be identical.

The corresponding partner functions must therefore be provided in the corresponding partner schemas of the

transaction types.

Sales Organization

The sales organization and the distribution channel in the service contract and in the business transaction

must be identical.

Service Organization

If a service organization has been edited in the service contract, it must be identical to the service

organization in the business transaction.

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Status

The status of the service contract item must be released.

Validity

The date in the field for customer's requested start in the business transaction must fall within the validity

period of the service contract item.

Object List

The reference object (for example, an IBase component) from the business transaction must be entered in

the object list of the service contract item.

Product List

If a product list exists, the system checks whether the product entered in the business transaction item is

present in the product list of the service contract item.

Copy Control

The copying of contract items to the items of a business transaction in service must be set in Customizing.

The relevant information for configuring copy control can be found in the IMG:

###Customer Relationship Management Transactions Basic Settings Copy Control for Transactions

You can use BAdI definition CRM_SERVICE_CONTRACT (BAdIs for service contract selection) to integrate

BAdIs with which you can provide your own selection criteria or limit the selection criteria provided by SAP

(see above).

After the system has determined service contracts, it will automatically transfer the contract data to the

business transaction in service, or it will prompt you to select a contract for the transfer from a list.

Contract Determination Procedure

Via the action profile of the service process type (standard: SLFN) you can use action

AI_SDK_ADD_PRODUCT to define which product is automatically assigned to item level when a service

message is created.

The system selects the corresponding service contracts according to the previously described criteria. The

system selects only those service contract items with product lists that contain the product entered in the

business transaction item. The system also selects service contract items that do not have a product list. For

example, this is the case with older contracts.

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When you select a service contract item, data from the service contract item is copied to the item of the

business transaction in service, and both the price agreements and the SLA parameters from the service

contract become active in the service process.

With IMG

###Customer Relationship Management Transactions Basic Settings Copy Control for Transactions

Define Copy Control for Item Types

you can define the copy transaction for the items.

Figure 13 Contract Determination

The detailed data of the business transaction item also has a tab page for contract data, in which an excerpt

of the service contract is displayed, which means that specific data from the assigned service contract item

and the service contract header is displayed.

5.1.2 SAP Standard SLA Escalation Management

If the services agreed upon in the SLA cannot be performed on time, a predefined escalation process is

started automatically.

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SAP provides a standard procedure for escalation management which you can use and enhance, if

necessary. You can configure escalation management in Customizing. For more information, see the

Implementation Guide (IMG), under

###Customer Relationship Management Transactions Settings for Service Processes SLA

Escalation Management.

Figure 14 Implementation Guide, Transaction SPRO

You can edit the SLA parameters in the SAP Menu of the CRM system under

###Service Service Contracts and Service Plans Service and Response Times

. Alternatively, you can also directly use transaction CRMD_SERV_SLA.

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Figure 15 SAP Menu

You can then edit existing profiles or create new profiles.

Figure 16 Definition of Service and Response Times

When you click on the clock icon you get an overview of the detailed settings of the profile.

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Figure 17 Service Times in Detail

Important:The pure usage of holiday calendar in availability time is not supported by SLA date calculation i.e. you

have to use the option "Factory Calendar" or "All Days Are Working Days".

You can also create and edit various response profiles. A response profile can be based on various

indicators and contain individual response times for each case.

In the standard system the response profile is based on the message's priority. Each priority is in turn

assigned a response duration, in which the time frame is defined.

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Figure 18 First Responses and Resolution Times in the Response Profile

For example, in the standard response profile a first response (SRV_RF_DURA) of 1h and a resolution time

(SRV_RR_DURA) of 4h is defined for priority 1.

Figure 19 First Responses and Resolution Times for Priority 1

The following section describes the response and service profile in greater detail.

5.1.2.1 Response Profile

In the service contract item you can select the required SLA parameters on the Service Data tab page in set

type Service Agreements. Alternatively, you can also directly call transaction CRMD_SERV_SLA.

In transaction CRMD_SERV_SLA (###Maintain Service and Response Times) you can store as many time

periods with duration and time unit as you wish for every combination from the keys of the indicators

Category

Priority

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Catalog

Code group

Code

. This allows you to define, for example, a first response duration, a completion duration, as well as time

periods which can be placed in between, such as:

period of time until the technician arrives at the customer

repair time

downtime of the machines at the customer

To edit the response times, choose a key combination in the transaction by selecting the desired row and

switch to the view for response times. There you can enter as many time periods as you wish for the

selected key combination.

For each time period you select a duration that was created in the Customizing for date management in

activity

###Customer Relationship Management Basic Functions Date Management Define Date Types,

Duration Types and Date Rules

and you also specify the duration and time unit.

When processing service contracts you can arrange a response profile for each contract item. To do this,

select the Service Data tab page at item level.

Figure 20 Items in the Contract and Service Data

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You can already enter default values for the response profile when you process service products in the

product master. You can change the default values in the service contract item in which the service product

was arranged.

5.1.2.2 Service Profile

When processing service contracts you can arrange a service profile for each contract item. To do this,

select the Service Data tab page at item level.

You can already enter default values for the service profile when you process service products in the product

master. You can change the default values in the service contract item in which the service product was

arranged.

5.1.2.3 Automatic Monitoring of Service Level Agreements

By setting up escalation management you can automatically monitor when deadlines defined in the SLA

parameters have been exceeded in the service process. Here you can specify which deadlines you want to

monitor using escalation management and which follow-up processes you would like to trigger when a

deadline has been exceeded.

In the item category (for example, SOL4) of each process type you can define the object and type of

monitoring using the deadline profile and the action profile. In the standard system, for example, this is the

monitoring of the deadline "first response until" using action SERVICE_ORDER_ITEM_SLA_START of

action profile SERVICE_ORDER_ITEM_SLA. An additional action in the context of escalation management

is the SERVICE_ORDER_ITEM_SLA_END action, which also belongs to action profile SERVICE_OR-

DER_ITEM_SLA. You use this action to define the maximum processing time.

Important:The start condition of the SLA monitoring actions SERVICE_ORDER_ITEM_SLA_START and

SERVICE_ORDER_ITEM_SLA_END should be adapted as described in SAP Note 485574.

Figure 21 Actions of Action Profile SERVICE_ORDER_ITEM_SLA

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The settings for the standard item category SOL4 are shown in the following figure.

Figure 22 Item in the Service Contract

All settings for item categories can be found in the IMG under:

###Customer Relationship Management Transactions Basic Settings Item Categories...

The configuration of the relevant background job for monitoring deadlines is described in the following

section. In one variant, for example, you can configure automatic monitoring of first response times, when

the appropriate action has been completed.

5.1.2.4 Configuring a Periodic Job for Action Processing (Only Relevant if Using EscalationMechanisms)

The periodic job for action processing is important for processing actions that were generated as part of

escalation management. It is the only way of ensuring that the scheduled actions are carried out

automatically.

You have to complete the following two steps in order to have actions processed periodically:

Define a variant (for example, name SLFN0001) for the action monitor (CRMC_ACTION_JOB).

Define the job (System -> Services -> Jobs -> Define Jobs).

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5.1.2.4.1 Defining Variants for the Action Monitor

Call transaction CRMC_ACTION_JOB.

In the Action Profile field on the selection screen, select profile SERVICE_ORDER_ITEM_SLA.

Enter action status 0 (Not processed).

Select Processing Without Dialog and Allow Deletion of Actions.

Keep the remaining settings.

In the menu, choose Goto -> Variants -> Save as Variant… and enter a variant name and meaning.

Save the variant.

5.1.2.4.2 Defining Jobs

In the menu, choose System -> Services -> Jobs -> Define Job.

Enter a job name and priority (job class).

Choose the Define steps pushbutton.

Enter ABAP program name RSPPFPROCESS and the variant you defined earlier as the variant

(input help).

Save your entries.

Choose the Start condition pushbutton and then Date/Time. Enter the (first) planned start date/time.

In the dialog box that appears, choose Period values and define the required period.

Save your entries.

When you manually execute the report, you get the following results list.

Figure 23 Results List of the Selection Reports for Actions

You can check the automatically generated e-mails in the SAP Connect interface.

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Note that the actions for notification when the time has been exceeded are defined as partner-specific. In the

standard system the partner function category "Person Responsible" is defined as the addressee.

Figure 24 In the Standard Process the Person Responsible is the Message Processor

Here it might be advisable to define your own partner function in the partner profile (for example, team

leader) which will serve as the addressee for this function. You must then adjust the partner function

categories accordingly or define another partner function in the action.

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Figure 25 Detail View of the Action and the Dependent Partner Function

This partner function may have to be replaced, since in the standard system the message processor would

be the addressee for the information e-mail.

Additional information:SAP Note 895546: FAQ: Partner-dependent actions

SAP Note 1008458: Partner inheritance process within business

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Documents

SAP Solution Manager Service Desk for Service Providers