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6/10/2014 Service Desk configuration guide for dummies. | SCN
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<body>http://www.sdn.sap.com/irj/servlet/prt/portal/prtroot/docs/webcontent/uuid/925b02f9-0b01-0010-bbbf-
c68268bb3c41|border=0! http://www.sdn.sap.com/irj/servlet/prt/portal/prtroot/docs/webcontent/uuid/7ec202f9-0b01-
0010-589e-a51bcd596fed|border=0!
First of all, you will need to perform some preparation steps, follow these instructions below:
Check level of Basis and ABAP Support Packs in the Satellite Systems. For example: for release 4.6C, Support
Package 51 (or Support Package 50 with Notes 832585 and 838537) is required. For WAS 620 Support Package 54
is then required.
Let’s now start with the required configuration steps to setup Service Desk in SAP Solution Manager 3.2.
1. Activate Solution Manager Services:
a.
Go to transaction
SICF
. Navigate the tree below to each of the services listed. If the service is currently grayed out you will need to activate it.
For example, navigate to /sap/public/bsp/sap/htmlb
b.
If the service is grayed out, as in the example, you need to activate it, for this, select the service, go to
Service/VirtualHost Menu and then select
Activate
. In the following screen, select the
Y
button, to activate the service and all the dependent services.
Service Desk configuration guide for dummies.
Posted by Federico Babelis in federico.babelis2 on Apr 14, 2006 12:04:06 PM
6/10/2014 Service Desk configuration guide for dummies. | SCN
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Now, the BSP service is activated, see below:
c.
The same procedure needs to be performed also for the following services:
/sap/public/bsp/sap/htmlb
/sap/bc/bsp/sap/ai_proj_setup
/sap/bc/bsp/sap/dswpnotifcreate
/sap/bc/bsp/sap/dswp_create_message
/sap/bc/bsp/sap/dswp_bsp
/sap/bc/bsp/sap/learning_map
/sap/bc/bsp/sap/public/bc
/sap/bc/bsp/sap/solutionmanager
/sap/bc/bsp/sap/system
/sap/bc/contentserver
/sap/bc/solman
2. Activating Solution Manager BC-Sets required for Service Desk:
a.
Go to transaction
SCPR20
. The following screen will be shown:
b.
In the BC set enter the BC set that needs to be activated, for example:
SERVICE_DESK_CHANGE_REQUEST_32A
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c.
Press the activate
(!https://weblogs.sdn.sap.com/weblogs/images/26943/BCSets_Activate.JPG|height=20|alt=image|width=24|src=https://weblogs.sdn.sap.com/weblogs/images/26943/BCSets_Activate.JPG|border=0
button. The following screen will be shown:
d.
Make sure to select Expertmode and Overwrite All Dataoptions, and then, click on the continue button
(!https://weblogs.sdn.sap.com/weblogs/images/26943/BCSets_OK.JPG|height=22|alt=image|width=23|src=https://weblogs.sdn.sap.com/weblogs/images/26943/BCSets_OK.JPG|border=0
The BC set will be now activated.
e.
Now repeat steps
a
through
d
to activate also the following BC Sets:
SERVICE_DESK_CHANGE_REQUEST_32A
SERVICE_DESK_CHANGE_REQUEST_32F2
SERVICE_DESK_CHANGE_REQUEST_32A7
SERVICE_DESK_CHANGE_REQUEST_32A8
SERVICE_DESK_CHANGE_REQUEST_32A9
SVDSK_CORPFUNC_SECURE_AREA_32_01
3. Fetching SAP components: This will transfer the standard SAP components from SAPNet R/3 Frontend into the Solution Manager system. Go to
transaction
DSWP
then select
Edit/Fetch SAP Components
from the menu.
4. Assign the number ranges for ABA notifications:
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a.
Go to transaction
DNO_CUST01
and select notification type
SLF1
, see screen below:
b.
Select in the menu
Goto -> Details
c.
Assign internal number range
01
in the in the Number Range field. Then press the save
(!https://weblogs.sdn.sap.com/weblogs/images/26943/ABA_Save.JPG|height=18|alt=image|width=22|src=https://weblogs.sdn.sap.com/weblogs/images/26943/ABA_Save.JPG|border=0
button, see screen below:
5. Assign number range for Service Desk Messages:
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a.
Go to transaction
SPRO
Open the tree and navigate to SAP Solution Manager Implementation Guide --> SAP Solution Manager --> Basic
Settings --> SAP Solution Manager System --> Service Desk --> Number Ranges for Notifications. Then press the
execute icon
(!https://weblogs.sdn.sap.com/weblogs/images/26943/ABA_Execute.JPG|height=25|alt=image|width=26|src=https://weblogs.sdn.sap.com/weblogs/images/26943/ABA_Execute.JPG|border=0
next to
Assign number range for Service Desk Messages
.
b.
Select transaction type
SLFN
from the Definition of Transaction types window, see screen below for details:
c.
Choose
Goto -> Details
from the menu:
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d.
Assign the internal number range
01
and the external number range
02
under Transaction / Activity Numbering:
e.
Now press the
(!https://weblogs.sdn.sap.com/weblogs/images/26943/ABA_Save.JPG|height=18|alt=image|width=22|src=https://weblogs.sdn.sap.com/weblogs/images/26943/ABA_Save.JPG|border=0!)button
6. Configuring the ABA Messages: a.
Go to transaction
DNO_CUST01
then select notification type
SLF1
.
b.
Choose
Goto -> Details
from the menu:
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c.
Check whether action profile
SLFN0001_STANDARD_DNO
is assigned, if not assign it, see below:
d.
Now press the
(!https://weblogs.sdn.sap.com/weblogs/images/26943/ABA_Save.JPG|height=18|alt=image|width=22|src=https://weblogs.sdn.sap.com/weblogs/images/26943/ABA_Save.JPG|border=0!)button
e.
Go to transaction
DNO_CUST04
. Select the field
NO_USER_CHECK
, see details below:
f.
Choose
Goto -> Details
from the menu:
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g.
Enter
X
in Field Value.
h.
Now press the
(!https://weblogs.sdn.sap.com/weblogs/images/26943/ABA_Save.JPG|height=18|alt=image|width=22|src=https://weblogs.sdn.sap.com/weblogs/images/26943/ABA_Save.JPG|border=0!)button
7. Generate Business Partners: See details in the screen below:
8. Create Message Processors: a.
Go to transaction
BP
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(Business Partner). From the menu, choose <b>Business Partner -> Create -> Person</b> or edit an existing
Business Partner of type person.
b.
Choose the role
Employee
.
c.
Choose the
Address
tab and enter the address data for the message processor, see details below:
d.
Choose the
Identification
tab and go to the
Employee
data section:
6/10/2014 Service Desk configuration guide for dummies. | SCN
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e.
Enter the user ID of the message processor in the User field. The message processor has to have a user in the SAP
Solution Manager system.
f.
Click the save icon
(!https://weblogs.sdn.sap.com/weblogs/images/26943/ABA_Save.JPG|height=18|alt=image|width=22|src=https://weblogs.sdn.sap.com/weblogs/images/26943/ABA_Save.JPG|border=0!).If
an error message is displayed from the program
CRM_MKTBP_ZCAL_UPDATE_30
, see SAP Note 450640.
g.
To create additional users, repeat the steps from
a
through
f
.
9. Create Organization Business Partners: a.
In transaction
Maintain Business Partners
(transaction BP), choose Business Partner -> Create -> Organization</b>:
b.
Choose the role
Sold-to Party
.
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c.
Choose the
Address
tab and enter the address data for the sold-to party, see below:
d.
Choose the
Sales Area Data
button.
e.
Choose the
Choose Sales Area...
button.
f.
Select
Sales Organization – Sales
g.
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In the Sales tab, select
Sol_Customergroup
from the input help in field
Customer Group 1
.
h.
Click the save icon
(!https://weblogs.sdn.sap.com/weblogs/images/26943/ABA_Save.JPG|height=18|alt=image|width=22|src=https://weblogs.sdn.sap.com/weblogs/images/26943/ABA_Save.JPG|border=0
i.
Repeat the steps to create additional sold-to parties.
10. Define Service Desk destinations in the Solution Manager System:
a.
Go to transaction
SPRO
. Open the tree and navigate to <b>SAP Solution Manager Implementation Guide -> SAP Solution Manager -> Basic
Settings -> SAP Solution Manager System -> Service Desk</b>. Press the execute icon
(!https://weblogs.sdn.sap.com/weblogs/images/26943/ABA_Execute.JPG|height=25|alt=image|width=26|src=https://weblogs.sdn.sap.com/weblogs/images/26943/ABA_Execute.JPG|border=0
next to Define Service Desk Destination in the Solution Manager System .
b.
In view
Create Messages: Customizing
, check whether application
OSS_MSG
exists. If it exists, go to the following step, if not, continue to
c.
to create it.
c.
Press the modify button and then the
New Entries
Button next to it.
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d.
Make the following settings for the application
OSS_MSG
:
Column 1: Application: OSS_MSG
Column 2: + : W
Column 3: RFC Destination: NONE
Column 4: + : CUST620
Column 5: + : 1.0
e.
Click the save icon
(!https://weblogs.sdn.sap.com/weblogs/images/26943/ABA_Save.JPG|height=18|alt=image|width=22|src=https://weblogs.sdn.sap.com/weblogs/images/26943/ABA_Save.JPG|border=0
11. Schedule the background jobs in Solution Manager:
a.
Go to transaction
SM36
. For Job name enter
SOLMAN_ISSUE_STATUS_REFRESH
, Job class
C
, then press the Step
(!https://weblogs.sdn.sap.com/weblogs/images/26943/ABA_Step.JPG|height=23|alt=image|width=65|src=https://weblogs.sdn.sap.com/weblogs/images/26943/ABA_Step.JPG|border=0
button.
b.
Enter the information as in the screen below, and press the save icon
(!https://weblogs.sdn.sap.com/weblogs/images/26943/ABA_Save.JPG|height=18|alt=image|width=22|src=https://weblogs.sdn.sap.com/weblogs/images/26943/ABA_Save.JPG|border=0
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12. Define Service Desk destination in the Satellite systems:
Note:
for this you need to log in the satellite system.
a.
Go to transaction
SM30
.
b.
In table/view field, enter BCOS_CUST. Then press the
Maintain Button
. See example below:
c.
Press the
Continue
button in the following screen:
d.
You should see the following screen, no entries should be seen in the table. Press the
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button:
e.
In the next screen, enter the following information:
!https://weblogs.sdn.sap.com/weblogs/images/26943/ABA_33.JPG|height=220|alt=image|width=538|src=https://weblogs.sdn.sap.com/weblogs/images/26943/ABA_33.JPG|border=0
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25 Comments
Like (0)
Michael Brierley Apr 14, 2006 1:00 PM
Fantastic!! Thanks
Like (0)
Jeronimo Arijo Apr 1, 2009 12:56 PM (in response to Michael Brierley)
In the BP transaction, i'm only have SOL, and not Sol_Customergroup. Can you help me?
Thanks
Like (0)
Bernd Eckenfels Apr 14, 2006 1:44 PM
I really wonder what all this stuff is supposed to do, and why is it needed.
This is not really user friendly. You have my full respect that you dare to tame this beast.
Bernd
Like (0)
Vijay Pulsani May 25, 2006 4:03 PM
Very Helpful
ThanksVijay
Like (0)
Wolfgang Roth Jul 25, 2006 6:10 AM
Is it also valid for SolMan 4.0 ??
Aug 17, 2006 9:47 AM
6/10/2014 Service Desk configuration guide for dummies. | SCN
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Like (0)
HI Its really a great blog. In addition to this, I also need to send this message to SAP fromCRM_DNO_MONITOR, then the message. Do I need to maintain number ranges for SLF1 ? Doesthe number range be same as SAP message number range ? What job needs to be scheduled in Solution Manager for Downloading updated messages from SAP?
Regards
Please reply me at [email protected]
Like (0)
Markus Mueller Sep 6, 2006 5:52 PM
It is really helpful, thank you!
Like (0)
Sandeep Srivastava Nov 22, 2006 6:12 AM
This guide is excellent for beginners.Since, the author has provided screenshots also along with the steps,it makes the configuration veryeasy.
Thanks n Regards,Sandeep Srivastava
Like (0)
Amit Sundriyal Nov 30, 2006 6:54 AM
Thanks a lot for Excellent Contribution!! Keep on posting!!
regards,
Amit
Like (0)
Thomas Muhler Dec 7, 2006 12:08 AM
Hi,
I think this is the right way :-)
Like (0)
Craig Dennis Jan 11, 2007 5:37 AM
Is this applicable for SM4.0? I started walking through the guide but a number of the screens aredifferent.
Like (0)
Federico Babelis Jan 11, 2007 7:19 AM (in response to Craig Dennis)
Hi Craig:
This guide is for SolMan 3.2; you may use it as reference but screen and some proceduresare different for SolMan4.0.
I will create an updated version for Solman4 soon!
Regards,Federico
Like (0)
Girija Mahapatra Apr 30, 2008 8:39 AM (in response to Federico Babelis)
Hi Federico,
Have you uploaded the 4.0 version of this doc ?
regards,Girija
Birgül Artak Sep 12, 2008 2:42 PM (in response to Federico Babelis)
Hi Federico,
6/10/2014 Service Desk configuration guide for dummies. | SCN
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Like (0)
This document very helpful. Also I need service desk tool document for SolMan4.0. Do you have that document? If you have can you send me? My email adres is
Best regards.
Like (0)
Mradul Sahney Oct 1, 2008 3:38 AM (in response to Federico Babelis)
Hi Federico,This document is of ultimate help but I need to do the same for solman 4.0. Doyou have a similar document for SOLMAN 4.0 as well. If yes, Please send it to meat [email protected]
Like (0)
Marnie Brow n Mar 1, 2007 6:31 AM
We are looking to use Service Desk in the 4.0 version. Do you have any idea when the 4.0 guide willbe available?
Thanks!
Like (0)
John Klaassen Mar 2, 2007 1:00 PM
We have done this step, but it still seems to require a user. Has anyone else experienced thisproblem?
Like (0)
Dirk Malas Jul 3, 2007 4:50 AM
great blog, very much appreciated.
but how do i use this service desk functionality now? i did not get it. plz help me out with that.
kind regards,dirk
Like (0)
Ravi Shankar P Aug 7, 2007 9:56 PM
Hi,
I have configured the Solman 3.2 but unable to get the System Monitoring Graphic.
In T-CD "DSWP/SOLUTION_MANAGER" error is displaying "Profile parameter icm/host_name_full isnot set correctly (see long text)" ihave change the profile parameter "icm_host_name_full".
please help me to solve the issue.
regards
Like (0)
Johan Bellardi Aug 11, 2007 8:48 AM
Which one to use for users looging service desk calls from remote satelite systems. Some say SLF1and other SLFN. What would you recommend?Thanks
Like (0)
Nick Bradley Nov 14, 2007 8:07 AM
Configuration steps are fantastic, but there should have been few lines parallel to each screenshotwhich will give a chance to know what we are doing. Are these steps valid for Solution Manager 4.0
Like (0)
Vinay Patel Jan 28, 2008 2:27 AM
Thanks for your valuable articales about Solman Configuration . Really it is very helpful.
RegardsVinay Patel
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Like (0)
Feb 26, 2008 4:44 AM
Hi Federico,
Your blog on this very important topic helps one overcome the paucity of such (step by step) materialfrom SAP. Very helpful indeed.
I have the following queries and would be very grateful to have your early response, if possible:
1) For Messages created from within Solution Manager's Test Workbench, by default, the systemuses SLNF & SLF1 combination automatically. Is it possible to configure SolMan so that messagescreated from within SolMan will go to some other Message Type - e.g. ZNLF and ZLF1. This is to seeif we can distinguish between messages that come from Satellite Systems and those that comefrom SolMan itself, at a high level.
2) As per common understanding, the Support Message status values (on SNLF) and ABANotifications (SLF1) should influence each other - e.g. if a given Notification is acted upon, it shouldupdate the Service Message. It does not seem to happen - any particular reasons ?
Many thanks,
Srini
Like (0)
May 30, 2008 8:20 AM
We have configured the service desk per this great blog.
However, how to test it?
Please provide the detailed procedure on testingthe configured service desk.
Thanks a lot!
Like (0)
susin 18 Sep 25, 2008 3:37 AM
hi first of all a great heartful thanks for providing such a wonderful guidance for configuring servicedesk .
but we were struck in the middle .
we are unable to assign the internal and external number range as 01 and 02 respectively as youhave mentioned in step 5 of this blog .
it gives a error message as "enter a valid number range '
Note : we are using solution manager 7.0
it would be of great if you help us in getting through this
