Configuration of service desk on solution manager 4.0

hi all
plz tell me how to configure service desk on sol 4.0
The available guides for 3.2 is not helping for 4..
plz tell me from wer i can get a proper guide ...
Thank you

Hi,
Congrats that you are into Solman 4.0 We have got Hardship ahead.
As first thing you need to Define Service Desk Destination in the Solution Manager.
then define number range for message types.
Also take care that your IBase componants are intalled, Create Business partners.
This will enable you to create support message and keep exploring.
In the process if you get any runtime error you may need to apply some patches.
Hope this will help you.
Feel free to revert back i hope i can help you.
--Ragu

Similar Messages

CRM Related Questions for Configuring Service Desk in Solution Manager

Hi All,
We have 3 requirements while configuring service desk in solution manager:
1) Is there any possibility that we can restrict view of messages in solman for different teams. E.g: Finance Support team should not view message raised for Material Management Team ?
2) Is there any possibility in service desk that we can assign message on the basis of location e.g: message raised for finance from location A should go to different support team of finance and for location B, it should go to different finance team ?
3) Is there any possibility that we can make some question necessary while user is raising very high priority message from satellite system e.g: when we raise Very high priority message on service market place, we need to answer few mandatory questions ?
I tried to search these functionality in standard scenario but I am not able to find something relevant. Please suggest.
Thanks
Sunny

Hi Rama,
I Need to configure the feature to generate a ticket to SAP directly in VERY HIGH priority.
Could you please help me out into this. If you have any doc related to that Please send me.
Thanks in Advance!
Regards,
Prabhat Singh

New componant list for service desk in Solution manager.

Hello,
We wanted to customize new componants for service desk. Please let me know is it possible to define new componant list in the Solution manager.
Regards,
Bhavesh

Hello Waseem,
Actually I want to configure a list of Customise component in side solution manager for incident management.( service desk)
when we create ticket in service desk (in Solman) we have to select a component for the respective module( like BASIS, MM , Etc) those are the standard
Components that is given by SAP. I want to change that list and want to put my own list of component in the system.
is it possible to do it in Solution manager? If yes then what sort of configuration required. ?
Thanks in Advance
Regards,
Bhavesh

SAP Attributes of Service Desk in Solution Manager

Dear all,
We are using the Service Desk functionality of Solution Manager to create issues out of the satellite systems directly in SolMan.
When opening a SolMan msg, navigating to 'Transaction Data > SAP Attributes', you have a field called 'System Type'.
I'm trying to find out how this field is filled out. I suppose this is done by the satellite system at the moment the msg is send to SolMan.
Already did some investigation:
- in the satellite systems:
t-code: USMM - System Type
t-code: SCC4 - Client Role
- in SolMan:
t-code: IB52 - no system type attribute found in the IBase
We have one system where none of the system type is set to 'Production', but when raising an issue in SolMan system type 'Production' is choosen.
Anybody an idea where this info comes from?
Thanks a lot!
Roel

Hi Roel,
quick answer since I have been trying to find some answers about Service Desk myself.
Anyway, I would double check again the satellite system and make sure that the client you have logged on is the same like in the service desk message. Usually, the IBase number the last 3 digits will tell you, which client it was created in. There might be one client configured in SCC4 as productive client even though it is not a production server. I have that kind of situation with one customer environment. Once the sap router is up and running for this customer system, then I will see, if this actually does happen.
Otherwise, I would not have any ideas either.
Your welcome,
Markus

End User Role for Service Desk in Solution Manager

Hey,
I am launching the Service Desk functionality for my End Users. One thing that i want to know of is the role that I should assign my user in Solution Manager to access his message. E.g.
I have a user 'A' who creates a message from any system in my landscape:Test, QA, Dev or Production. Now this message reaches in Solution Manager and is assigned to a certain Support Team according to the rules I defined. Now the personnel of Support Team needs some feedback from the end user who created the message. For that the user 'A' has to log into Solution Manager, access his message and enter the details which the Support Team requested.
I want to know that what Role should i give to this user 'A' so that he is able to access ONLY the messages that he created i.e. "Reported by" field showing user 'A'; and is able to view and edit them.
If I give him the role SAP_SUPPDESK_CREATE and SAP_SUPPDESK_DISPLAY, he is just able to see the messages, all of them, but is not authorized to edit any. Please help me out in this matter as i need a solution asap.
Regards,
Bilal Nazir

Hi Nazir,
Create a role and add this t-code manually.
CRM_DNO_MONITOR - Transaction Monitor
This is will definitely solve your problem.
Feel free to revert back.
Thanks and Regards,
Ragu
ERP,
Suzlon Energy Limted, Pune
Extn: 2638
+919370675797
I have no limits for others sky is only a reason

CooK Book for Service Desk in Solution Manager

Hi,
Can anybody send me the Cookbook for Solution Manager Service Desk. I need it immediately. Thanks in Advance.
Ajay

Check transaction SPRO - IMG
Follow it as given, this is the "cookbook".
Markus

Implement Service Desk in Solution Manager 4.0

I have created the Business Partners, assigned the Key users, Message processors, and Organisation Units.
My Satellite Systems are also configured and able to send support messages to the Helpdesk system.
1) Please help me as to what does IB52 do and what does PPOCE do?
2) I am a bit confused, also what is the role of PPOMA_CRM?
3) How to activate Activate HR Integration, and what has that got to do with Service Desk?.
4) I have Created a New Organisation in PPOCE, and now donnot know how to assign a business partner to it?.
5) i have configured most of the service desk, and my messages are reaching the service desk screen in a folder SAP_SLFN_STAND, along with this i got a number of empty folders SAP_MY_SLFN_1 .... 6..A...G. How do i understand this?
6) If there is any document or a procedure as to how to go about this service desk configuration?

Hi,
Check
<a href="https://websmp203.sap-ag.de/~sapidb/011000358700001197002005E/Addtional_Information.pdf">This Pdf</a>
Go thru' the pages 7-10 for complete info on details behind Business Partner how to create etc.
Page 16-19,26 for some info on IB52.
Pages 20-21 for Info on Organizational Units.
<a href="http://help.sap.com/bp_crmv150/CRM_DE/BBLibrary/Documentation/C02_BB_ConfigGuide_EN_US.doc">This Document</a> for complete information on PPOMA_CRM, Organizational units. Really very good document which gives clear idea of what all you require.
This will solve your problem.
Feel free to revert back.
--Ragu

Regarding Service Desk in Solution Manager 4.0

Hi,
can anyone help in knowing the prerequisites for Solution Monitoring and Root Cause Analyses

Hi Eechaneri ,
What do you mean by prerequisites?... as far as i know this only need to be configured as they are part of Solution Manager as standart...
Regards
Juan

Support desk in solution manager 4.0,

Hi,
Trying to configure the support desk in solution manager 4.0,Can anybody suggests which is the good document to start with.
Thanks & Regards,
Sreekala

Dear Dolores,
I got the following error, I have followed 691303. I have also checked the note 618280. but this error is not going.
Error in resolution of rule 'AC13200137' for step '1'
Message no. WL423
Diagnosis
The function module for rule 'AC13200137' initialized an exception and returned a message ("MESSAGE ... [RAISING ...]").
System Response
If the message is of type 'A', 'E' or ' ', the confirmation of the current work item is recorded and the work procedure set to error status.
In all other cases, the message is logged as a warning and the work procedure continues.
Pls help me ASAP
Regards
Sreekala

Regarding this issue in the configuration on smsy in the solution manager

hai all,
i am havig an issue when trying to configure the smsy in the solution manager
the issue is
Invalid user s0001234567 when calling SAP Backend system
all the rfcs related to the oss is fine
i had maintained the user in the aisuser tcode correctly
and then i router is finly working
software component : st is 400 kernel and level is18
hope all the experts of solution manger help me
thanks & regards
praveen kumar

Invalid user s0001234567 when calling SAP Backend system
Is it a valid S-USER?
Use valid S-USER and update the user details in AIUSER.
Regards,
Nick Loy

How to configure dba cockpit in sap solution manager

Hello colleagues,
how to configure dba cockpit in sap solution manager??
Thanks!

Hi Victor,
Please go through this doc, it might helps you.
Sap Solution Manager - Dbacockpit
Sap Solman Instguide Dba Cockpit Setup
Regards
Amit

Configure MOPZ after EHP1 in solution Manager

Dear Experts,
We have fresh installed SAP Solution Manager 4.0 on windows 2003. Now we have to update EHP1 with SP26 i.e.SAP EHP 1 for SAP Solution Manager 7.0.Now I want to configure Maintenance Optimizer in this Solution manager.So that We can downlaod Support Package via this solution Manager.
What is pre-request to configure MOPZ .When I run solution_admin transistion .it is going to portel and ask SAP Web Application ask user ID and Password.
Whats User ID will come here ?. I am giving J2EE_admin and Basis user ID. But its not taking these Users.
Whats User ID it will take.
How to configure MOPZ , Please give me step by step process . So that I can configure MOPZ.
i will give thanks in advanced for my help
regards

When I am using User ID J2EE_ADMIN and Password as below
SAP Web Application Server
User Name : J2EE_ADMIN
Password:
My default client is 100 and this user ID and password is working perfectelly in sap gui logon.
Belwo error mesee come during user ID J2EE_ADMIN and Password .
Error when processing your request
What has happened?
The URL http://testserver:8000/sap/bc/webdynpro/sap/wd_sise_main_app was not called due to an error.
Note
The following error text was processed in the system SAL : Die URL enthält keine vollständige Domainangabe (testserver statt testserver.).
The error occurred on the application server testserver_SAL_00 and in the work process 0 .
The termination type was: RABAX_STATE
The ABAP call stack was:
Method: CHECK of program CX_FQDN=======================CP
Method: STARTUP_CHECKS of program CL_WDR_CLIENT_ABSTRACT_HTTP===CP
Method: HANDLE_REQUEST of program CL_WDR_CLIENT_ABSTRACT_HTTP===CP
Method: IF_HTTP_EXTENSION~HANDLE_REQUEST of program CL_WDR_MAIN_TASK==============CP
Method: EXECUTE_REQUEST of program CL_HTTP_SERVER================CP
Function: HTTP_DISPATCH_REQUEST of program SAPLHTTP_RUNTIME
Module: %_HTTP_START of program SAPMHTTP
What can I do?
If the termination type was RABAX_STATE, then you can find more information on the cause of the termination in the system SAL in transaction ST22.
If the termination type was ABORT_MESSAGE_STATE, then you can find more information on the cause of the termination on the application server testserver_SAL_00 in transaction SM21.
If the termination type was ERROR_MESSAGE_STATE, then you can search for more information in the trace file for the work process 0 in transaction ST11 on the application server testserver_SAL_00 . In some situations, you may also need to analyze the trace files of other work processes.
If you do not yet have a user ID, contact your system administrator.
Error code: ICF-IE-http -c: 100 -u: J2EE_ADMIN -l: E -s: SAL -i: testserver_SAL_00 -w: 0 -d: 20110813 -t: 204925 -v: RABAX_STATE -e: UNCAUGHT_EXCEPTION
HTTP 500 - Internal Server Error
Your SAP Internet Communication Framework Team
what it show.
regards

Configure TMS in fresh installed Solution Manager system

Hi Expets,
I have fresh Installed Solution manager. Configure TMS and now want to configure solution manger so that I can monitor all our SAP system from Solution manager. How I configure our SAP system in solution manager?
Also would like to know after TMS implementation if we like to use ChaRM or CTS+ so what changes required in current TMS setting? Thanks in advance.

Hello,
No Deejoy, I provided you with how to resource to do the things you requested.
TMS is transport Management System.
If you want to manage transports with an enhanced product CTS+ I provided the configuration guide.
If you want to implement ChaRM, I pointed you to the Wiki.
If you want to inegrate CTS+ with ChaRM, I also provided you with resources.
And lastly, I directed you to RKT-SOLMAN which can help you configure any aspect of Solution Manager.
But I do not see where I said to manage TMS on Satellite systems you need to implement ChaRM.
Charm was only raised, because you raised it in your question.
You have all the resouces you require to address everything you raised.
This is what is provided in my earlier reply.
Regards,
Paul

Who generally configures the Service Desk?

Who generally configures the Service Desk, Basis or configurers?
Thanks
Judy

Dear Friend,
It is a team of consultant who configures.
Basis will install solman and create and assign roles to person as communicated by Solman Func
Solman functional consultant who does all the configuration like conf status action profile ..mail etc....
Only if standard needs to be enhanced then we req developer
Developer if mailing smartforms should be changed or validation are required/BADI Implementation.
I hope it clarifies your doubt.
Please assign Pts.
Edited by: Prakhar Saxena on Sep 16, 2008 9:02 AM

Service Desk in Solutiion Manager 4.0

Hello,
I have problem with configuring Service Desk in Solman 4.0.
I have applied instructions from:
/people/federico.babelis2/blog/2006/04/14/service-desk-configuration-guide-for-dummies
and also done several things described on SDN in other topics connected with solman service desk:
Defined Service Desk Destination in the Solution Manager
IBase components are installed
Business partners are created
RFC connections are defined
PROBLEM:
When I want to create message form satellite system (it's SRM) I have following error message:
"Error in local message system; message 008000000140 incomplete"
Please help me
Kind Regards,
Jarek

Hi there Jarek,
I am having now exactly the same problem; i didnt know i could find the messages in solman with DNOTIF transaction.
I could before create support messages from my satellite system, by using RFC BACK connection as log on screen, so the user was able to log on and the messages was succesfully created. Now I am trying to use this RFC connection as not log on screen, with an automatically generated user (with the RFC wizard from SMSY transaction in solman), and im getting same error as you.
I dont know if these are related, but if my explanation can help ypu, or someboday else who knows can help us please
Thanks a lot in advance
regards
katia.

Configuration of service desk on solution manager 4.0

Similar Messages

Maybe you are looking for