Configure Service Desk in SAP Solution Manager

Hi guys,
I'm currently trying to configure SAP Service desk to our custumers but i really dont know how much steps i must take to do that.
Im currently have users from satellite systems generated by tcode BP_GEN in Business Partners.
But, how it really goes?
When i using the following site:
http://ip:8000/sap/bc/webdynpro/sap/ags_workcenter?sap-client=001&sap-language=EN
which data i must provide to logon on workcenter!
How can i assign systems from one customer to the user that represents it to, when he logs to the workcenter, he can see the respective system information that belong to him.
I know that i must provide diferent roles for the administrator and the users that represent the customer!
Can anyone give any ideas or a point of direction?
Regards,
Filipe

Hi
Based upon the BP identification system entries maitained for respective users
they/Reporter can see only those systems in the list
Rest is same for all users they have to logon with userid pwd of solman in the URL
and automatically based upon the roles you have assigned to them in su01 they can see the reporter or processor interface of service desk
Regards
Prakhar

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Service desk issue in Solution manager

Dear Friend's
I have configured Service desk in our Solution manager .
Solution manager version is 7.0 , on windows 2003 & oracle 10.2.0.2.0.
I am able create messages in our satilite systems . And sending to solution manager also.
Here issue is , when I click on send button in created message box , then our satilite system will asking password of basis user , which is present in solution manager. If I entered that password then It shows successfully send message with number.
I want's to skip the screen , where it's asking the basis user ,password.
So please give me solution , If you come across this problem.
Thanks in advance,
R.k sindol
Edited by: Raj kumar sindol on Jan 20, 2009 3:30 PM

Hello Raj,
see SAP Note [153743|https://service.sap.com/sap/support/notes/153743] chapter "In the R/3 system of the notifier (customer data entry systems).". Changing that RFC destination should be the solution for your case.
Best regards,
Andreas

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.
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Which are the Webservices available in SAP Solution Manager.
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Although the path vary between release - webservices for Solution Manager are usually available in transaction SICF
under the following path
/default_host/sap/bc/solman
/default_host/sap/bc/bsp/sap/solutionmanager
However I am not aware of an webservice/interface from CHARM to 3rd party service desk products
What is provided as of Solman 7 is an interface between SAP Service Desk and other 3rd party service desk products
- so if you setup Solution Manager Service Desk you can have a business process from
Openview ---> SAP Service Desk ---> SAP Charm
Best wishes
Stuart

Is there any service desk guide for Solution Manager 7 configuration?

Dear Sir:
I would like to configure the service desk of solution manager 7.
but all i found documents are for solution manager 4.
the IMG setting and other steps are quite different...
wondering is there any new guide or step by step documents for specific solution manager 7?
Regards
Jack Lee

hi,
There is no direct document which is that much specific
Have you checked this document
https://websmp101.sap-ag.de/~form/sapnet?_SHORTKEY=01100035870000722612&_OBJECT=011000358700000122472008E
U can follow the steps and if u dont find any node u cn search in SPRO
in solman 7 mainly all the activities are under the node SPRO->scenario-specific->service desk
rest check this
Service Desk: Support team determination
/people/dolores.correa/blog/2007/10/06/service-desk-support-team-determination
Service Desk Implementation Guide
/people/bruyneel.guillaume/blog/2008/05/02/service-desk-implementation-guide-part-i
/people/bruyneel.guillaume/blog/2008/06/13/service-desk-implementation-guide-part-ii
Hope it helps,
Regards
Prakhar

Service Desk Customizing in Solution Manager 4.0 SPS12

Hello,
I try to customize the service desk in solution manager SPS 12.
I follow the IMG :
1. General Settings of solution Manager (Profiles...) => OK
2. Connection to SAP => OK
3. System Landscape and Solution
    Only One system my solution Manager. => OK
4. Service Desk BC Sets => OK
5. Business Partner :
    I have created two key users (KEY_USER1 & KEY_USER2) as BPs (101 & 106)
    I have created One System Admin (ADMIN) as BPs (105)
    I have created two Message Processors (PROC1 & PROC2) as BPs (102 & 103)
    I have created one Org. as BPs 104.
=> OK
6. iBase
   I have initially created the iBase from my solution => OK
   I try to assign the partner to the iBase component => First Problem : the system do not propose the System Admin & key user function when I go to Goto->Partner. Do I miss something ?
7. Org Model
I try to create my Org. model as follow :
Service Desk (O)
         Team 1 (O)
             Processor1 (S)
                 SDUser1 (BP)
                     PROC1 (U)
         Team 2 (O)
             Processor2 (S)
                SDUser2 (BP)
                     PROC2(U)
=> Second problem : it is said in the documentation and in some blogs on the sdn, that when we create the root org, and the subsequent org, the system will create and assign automatically the BPs. That doesn't work in my system. I do not understand why. So I have assigned directly the position conatining the Users Proc1 & Proc2 as BPs.
8. Partner Determination
    Then I would like to assign automatically messages created by KEY_USER1 to PROC1 and messages created by KEY_USER2 to PROC2 depending on the user group they belong (or depending on the relationship they have with the messages processors).
    => Third Problem : I don't how to do it ! and i don't know what to do with the partner function Support Team.
Could someone help me.
Thanks in advance.
Guillaume Bruyneel.

hello,
I found some interesting information concerning the automatic creation of BP from the Org. Model :
I have activated the HR integration through :
IMG->CRM->Master Data->Business Partner->Integration Business Partner-Organisation Management.
And NOW the automatic creation of the BP is working !
I'm still trying to solve the two other problems.
Guillaume.

Configure microsoft products in Sap solution manager

Hello,
can any one tell me how to configure different microsoft products in sap solman.
As well as configure powerpoint desk in SOLMAN.
Thanks in advance.
Regards,
Ramkrishna

ramkrishna borhade wrote:
how to configure different microsoft products in sap solman.
As well as configure powerpoint desk in SOLMAN.
Ellaborate your requirement!! What do you mean by configure???
Feel free to revert back.
-=-Ragu

Archiving/Deleting Test Messages in SAP Solution manager

Hi,
We have configured Service Desk in our solution manager 7.0 with EHP1 system.
We have created test messages to test the configuration.
We need to delete these test messages which are appearing in T Code CRM_DNO_MONITOR.
We run the report "CRM_ORDER_DELETE" but the output is
Deletion of CRM Documents
The following document could not be deleted:                 8000000259
Not possible to delete, a reference exists to a subsequent document
Number of documents deleted:                                          0
Number of documents not deleted:                                      1
So
We have followed the "Note 1329247 - Archiving Solution Manager Service Desk messages".
1)
a)Call transaction DNOTIFWL and set the deletion flag for the Service Desk message. The deletion flag corresponds to the system status I1076 (deletion flag).
b) Execute the report Z_DELETE_BASIC_NOTIFICATIONS
The above step we have executed successfully.
2)
In CRM
You cannot delete a service process in CRM. The service process must be archived.
Call transaction SARA and select the archiving object CRM_SERORD. Archiving involves three steps:
a) Initial run     Report CRM_ARC_SERORD_CHECK
b) Write run       Report CRM_ARC_SERORD_SAVE
c) Delete run     Report CRM_ARC_SERORD_DELETE
in SARA T Code we have typed archiving object CRM_SERORD.
After this what to do??? How to proceed further.
Can any body suggest us the step by step procedure to archive these test messages.
Regards,
Raj

> In CRM
> You cannot delete a service process in CRM. The service process must be archived.
> Call transaction SARA and select the archiving object CRM_SERORD. Archiving involves three steps:
> a) Initial run     Report CRM_ARC_SERORD_CHECK
> b) Write run       Report CRM_ARC_SERORD_SAVE
> c) Delete run     Report CRM_ARC_SERORD_DELETE
>
> in SARA T Code we have typed archiving object CRM_SERORD.
> After this what to do??? How to proceed further.
You need to schedule a BGD job to execute this. You can do this from the SARA screen itself, clicking on the 'Job' button. Please refer:
http://help.sap.com/saphelp_crm50/helpdata/en/e6/c66f3b6c980c3be10000000a11402f/content.htm
Rajeev

What is exactly a IBASE in SAP Solution manager

Dear all
I'm making the configuration of service desk on SAP Solution manager, and then i have to make a set up of IBASE. Can anyone tel me what exactly is IBASE in solution manager?
thanks
Edited by: hchabi on Apr 1, 2010 1:45 PM

Hi
In solman you have SOL_MAN_DATA_REP as main IBASE or 1 and other managed systems will be attached to it as a component.
and you can check it in IB53 by entering "1" in the initial screen
For automatic generation you can use tcode IB_GEN and all the connected systems ibase will be generated and attached to ur ibase
Morever theoretically,
An installed base can be described as a multilevel structure of installed base components for managing objects (for example, devices, machines, software) that are installed, or are going to be installed on site at the customer site. An installed base can represent the reference basis for services.
An installed base describes the hierarchical structure of these objects and their individual parts (components
In business processes, an installed base can be referred to as a general unit or as an individual element (component).
The set of installed objects at the customeru2019s can be used, for example:
·        To determine the exact object for which a problem has been reported
·        To determine in detail what the transaction (for example, visit by field service representative, repair by a service employee) refers to
·        By the service employee as information about which object is affected and the parts it consists of
·        For documenting changes made to objects
Hope it helps and doubt is cleared
Regards
Prakhar

Configure ECC 6.0 EHP4 in SAP Solution Manager SP15

Hi all,
I just upgrade a system from R/3 4.6c to SAP ECC 6.0 EHP4 NW 7.01. I want to configure the system in SAP Solution Manager just upgraded to SP15. But I don't understand how I must to configure the system and to assign a logical component. It seems not to be the same possibilities between System configuration and Logical configuration.
For system configuration I can choose product version EHP4 FOR SAP ERP 6.0 / NW7.01 and a full list of usage type
For logical component I only found product SAP ERP ENHANCE PACKAGE and a very short list of version and usage type (??)
Is someone know if it is normal or if it is necessary to patch solution manager ?
Is ther a documentation existing to configure ERP EHP4 systems ??
Thanks for your answer.
Regards
Gerard

I have not seen any document to configure EHP4 systems specfically.
I do not think, Solman SP15 should create any problem in that. But, since you are upgrading your landscape to EHP4, so why leave solman to SP15 instead of Ehp1 (SP18/19/20)...
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Note 1283307 - SMSY: Product version cannot be determined correctly
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Define Service Desk destinition in Solution manger system

Hello Guys,
We are in to the implementation of SERVICE DESK Implementiation.
When we are trying in Defining Service Desk destinition in solution manager system we found that there is no EXECUTE button.
In my finding i found there is a missing the patch and suggested go head with the patch attachement S/W component Name BBPCRM S/W Component Relese : 500 SP Level :11,Highest Support Pack level : SAPKU50011.
For furthur proceedings we required to define the service desk desitintions in soluiton manger.
Suggtions are very helpful for furthur proceedings and can be rewarded.
Aniruch

Hi
You need ST PI and ST API latest patches in connected systems to solman like R/3 etc
and there is plenty of material available on SMP and SDN search
can check these links
/people/kamran.ellahi2/blog/2006/01/13/setting-up-sap-service-desk-123-and-go
/people/federico.babelis2/blog/2006/04/14/service-desk-configuration-guide-for-dummies
/people/bruyneel.guillaume/blog/2008/06/13/service-desk-implementation-guide-part-ii
/people/community.user/blog/2009/09/02/service-desk-sold-to-party-determination
also adva set up guide
https://websmp104.sap-ag.de/~form/sapnet?_SHORTKEY=01100035870000722612&_OBJECT=011000358700000122472008E
Regards
Prakhar
Edited by: Prakhar Saxena on Apr 1, 2010 12:24 AM
Edited by: Prakhar Saxena on Apr 1, 2010 12:27 AM

Ticket Generation in SAP Solution Manager 4.0

Dear all Gurus,
I have installed SAP Solution Manager and now i want to generate Ticket in SAP Solution Manager 4.0.
anyone could tell me the procedure of Ticket generation in SAP Solution manager.
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Jamil

Hello Abdul,
Are you referring to Service Desk ticket generation in Solution Manager? If so, please use the following links which should assist you in that.
Setting Up an SAP® Support Desk in SAP Solution Manager
https://www.sdn.sap.com/irj/sdn/go/portal/prtroot/docs/library/uuid/2fd8f3ca-0e01-0010-a691-c85883a3fd29
The following link Provides Answers to Frequently Asked Questions
https://www.sdn.sap.com/irj/sdn/go/portal/prtroot/docs/library/uuid/a281d7ea-0c01-0010-679d-b8c7fd120295
If you are looking for Change Request Management tickets generation, then please go through the following links.
First steps to work with Change Request Management scenario
Hope the above links may helpful
Regards,
Satish

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

Mail configuration in SAP SOLUTION MANAGER 7.1

Hi All,
I am working on SMTP (Mail)Configuration in SAP Solution Manager 7.1. And our mail host is GOOGLE APPS.
Does any one had configured mail in SAP for hosted on GOOGLE APPS?
Does SAP will support this as it is external (mail) server?
I read note 455140, related notes and configured accordingly.
Steps I followed:
1. parameters maintained:
icm/server_port_2 = PROT=SMTP,PORT=25000,TIMEOUT=180
is/SMTP/virt_host_0 = *:25000;
2. User maintained: Dialog user with S_A.SCON profile with user address as username@<companyname>.com
3.Client Assignment: (SICF): a. Host Data:Profile Parameter Number: is/SMTP/virt_host_0
b. Service data: Client 100, user: username, password: ***, language: EN.
c. Handler List: CL_SMTP_EXT_SAPCONNECT in the first position
Saved Changes n Activated.
4.SAPconnect administration (SCOT):
a. Default domain: <companyname>.com
b. Nodes: SMTP Under node:
Mail Host: smtp.gmail.com
Mail Port: 25 and also tried 587
In Internet Address Area: *
5.Scheduled periodic Job with SAP&CONNECTALL variant
6. telnet <HOSTNAME> 25000 is successful
In both cases I am getting error as:
No delivery to ishan.sangai@<companyname>.com, authentication required
Message no. XS853
Diagnosis
The message was processed successfully in the SAP system. The mail server that is supposed to receive the message for further processing requires authentication. The SAP system does not support this procedure. As a result, the message was not delivered to recipient ishan.sangai@<companyname>.com.
Information from External System
_530 5.7.0 Must issue a STARTTLS command first. p1admin@<companyname>.com
Procedure
The administration settings must be changed. The specified mail server must not request authentication.
7. I tried to telnet smtp.gmail.com 25 and 587 also
I am getting following output:
220 mx.google.com ESMTP ds5sm2193379ibb.5
HELO <HOSTNAME>
250 mx.google.com at your service
HELO <companyname>.com
250 mx.google.com at your service
MAIL FROM solman_admin@<companyname>.com ENVID=12345
530 5.7.0 Must issue a STARTTLS command first. ds5sm2193379ibb.5
Does we need to talk with Google Apps provider for any modifications to be made for this.
if yes, which changes should I request them?
Please help me to solve this problem.
Please provide links,guides.notes etc. for this scenario
Thanks & Regards,
Ishan

Hi we are configuring Google SMTP getting below error..
No delivery to xxx.com, authentication required
Message no. XS856
Diagnosis
The message was processed successfully in the SAP system. The mail server that is to receive the message for further processing requires authentication. Probably there is no logon data specified in the SAPconnect configuration.
Information from external system (if available)
smtp.gmail.com:587
530 5.7.0 Must issue a STARTTLS command first. i91sm11178241qgd.25 - gsmtp
Procedure
Enter the logon data in the SAPconnect node.
Using Gmail SMTP server using "smtp.gmail.com" with port 587
Please advise.
Regards,
Sudarshan

Configuration information is only available in SAP Solution Manager.

Configuration information is only available in SAP Solution Manager.
I always read about this.
But how find it in the sol man system actually?
Thanks very much.

Hi
do you mean IMG configuration of ABAP scenarios?
when you create the project in solution manager you can see all its configuration information on the tabs(TA Solar_project_Admin)
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Jansi

Configure Service Desk in SAP Solution Manager

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