SLAs in Solution Manager 7.1

Hello all,
i've noticed some interessting changes in the SLA implentation in the new SolMan 7.1, like a constantly new calculation of end time, response time etc.
My first trys to get the sla determination for incidents running were not succesful.
Is there any one with some expierence with sla in solman 7.1? Are contracts still required? Is there a configuration guide which shows how to to config the slas?
Any help would be much appreciated.
Best Regards
Daniel

Hi Daniel,
the configuration of SLA's is described the Implementation Guide of SolMan 7.1 under:
SAP Solution Manager --> Capabilities --> Application Incident Management --> SLA Escalation
In addition we have some new guides in the Installation Guides Section for SolMan 7.1
https://service.sap.com/instguides
--> Solution Manager --> SolMan 7.1 --> Additional Guides
Here the direct link to the overall configuration guide for IT Service Management:
https://service.sap.com/~sapidb/011000358700000514762011E/ITSM_Guide_AIMConfig_final.pdf
Hope that helps...
Best Regards,
Michael

Similar Messages

How to handling the SLA in Solution Manager

Hi Experts,
I am Workfiow consultant. Presently working on solution manager SLA .Timings for SLA is already maintained in CRMD_SERV_SLA for response and resolution times based on priority. Now the requirement is to notify the users when the SLA is breached and SLA clock should be stopped for some of the statuses like SEND TO SAP , Customer Action Etc.
But by coding / workflow it seems be difficult to handle the this requirement. So is there any configuration apart from CRMD_SERV_SLA that can notify the users when the SLA breached and for stopping the SLA clock on specified status.
Any good document on Solution manager SLA configuration is appreciated. I searched in SDN but images in links not displaying properly.
Waiting for the valuable suggestion.
Thanks,
Ramu

Hi Ramu,
Please refer SLA Configuration in Solution Manager .
regards,
Nibu Antony

Solution Manager SLA reporting

I use SolMan to create different SLA reports - for different clients in
one solution.
The problem I'm facing is that the "General Settings for
SL Report xx" data are not saved for the report chosen, but for all
reports: the address, header and frontpage data saved as the last for
report x overwrites the same data for other reports. Additionally some
data even if can be entered there, are not fully displayed on the
report - sometimes they are shorter on the report than in configuration.
Is it possible to save the (for example) customer data for only one
report, and the different data for the other report?

Hello,
No there are not any daily reports for Alerts on Solution Manager.
However there is a reporting functionality in Central Performance History Reporting in the Alert Monitor.
The functions of the Central Performance History (CPH) include creating report definitions and reports. You can also call these functions from the Monitoring Attributes - Detail Data screen in the Alert Monitor. All reporting functions are available to you, and operation is simpler (especially for creating standard reports):
You can find more at this link: http://help.sap.com/saphelp_nw70/helpdata/en/28/2809fb836924409478389f9e63581b/content.htm
Regards,
Paul

What are the standard datasource that are available in Solution manager?

Hi All,
Can you please tel me which datasource will contain data about SLA and incident management. The users are raising issues in SOLAR_*** Tcode and I dont know where it is getting updated.
Please reply me asap.
Thanks in advance!
Regards,
Ramanathan.R

Hello,
According to SAP Library Document for Solution Manager, Change Request Management offers you the following benefits:
·        Increased maintenance and project efficiency
·        Minimized costs for project management and IT
·        Reduced risk of correction and project failure
·        Shorter correction, implementation, and going-live phase
·        Efficient maintenance of customer developments and implementations
Personally, I find the greatest benefit to be centralized management of change requests for connected SAP Systems from start to finish - you can create transports, move transports, test transports, and confirm test results all centrally. This versus management of each individual system landscape separately.
This is my 2 cents.
Regards,
Robert

Does Solution Manager support Service Report for non-abap?

Does Solution Manager support Service Report for non-abap?
We can schedule and view reports for ABAP but for all the non-ABAP such as J2EE stack (PORTAL) we can not pull out a report.
If the answer is yes please let me know where I can get the documentation of how to setup SLA for PORTAL or non-ABAP.
I found a document on EWA non-abap but non for SLA.

Hi
actually i am in task of setting up ewa for portal.
i had already done with abap components (ewa and sla)
i stronly believe one of the pre-requiste to get sla is EWA.
so i think if u can setup ewa for portal then you can get sla too.
Regards,
Vijay.

New to Solution Manager Implementation

Hi Experts:
We have implemented SAP ECC 6.0 in our company, our Organization decided to implement SolMan SP15. I will be a part of the team to implement SolMan. Just give a background of my experience, I am a MM Consultant.
I need some direction from the Experts, first from where to start. Any relevant links to the right documents will be very helpful.
Secondly for a SolMan consultant what should be the prerequisite from the previous experience point out view. It is required that the candidate to have SAP Basis knowledge.
Any helpful guidelines and links to the material will be highly appreciated.
Thanks
James

Hi Bill
For you it is better to go to Solution manager functional role...or Solution consultant
which is actually involved in implementation point of view.
For you it is not required to learn basis........for e.g u r gng to do a ECC implementation ....wht is req from u will be
Basis will set up landscape RFC logical component etc
And you will create a project in solmaan do the blueprint in Solar01 etc.......for satellite ECC system
and Even in the operation like Service Desk /CHARMS etc....can BASIS go and understand client processes ....and implement it in solman service desk.
I dont think so....basis install solman and activate bc sets and do some basic configuration.....
there after there are lot of CRM sort of configration like Sold to party and other BP creation with determination rule which is ofcourse can be done by you as u being functional role understand the ORG hierarchy of the client.SLA implementation etc.
I hope it clarifies ur doubt
Regards
Prakhar

Settings in Solution Manager

Hi,
In Solution Manager, can we able to make settings like, if the message came to Support team, and if particular user hasn't seen the message for 30 minutes a mail should goto his Boss mentioning he haven't seen the message till now. And then after status is changed from New to InProcess, if the problem is not solved for some 4 hours again a mail should goto his Boss. Can we able to do these kind of settings in Solution Manager. Please guide me.
Thanks & Regards,
JMB

Hi,
In that document there is no place we have mentioning the recepient address. How will notification will go??
Generally receipent address will be maintained in BP and in condtions we will maintain recepient type as Internet address,
or you can select org. unit also. Assumed SCOT is configured in your system.
Will this be like alert message or if tat deadline missed, message will go ??
In the action profile conditions, if the schedule conditions are met then these actions will be triggered
Standard action profile for SLA is SERVICE_ORDER_ITEM_SLA, assign this for service contract which you are using.
Use the action monitor (CRMC_ACTION_JOB) for capturing the action definitions. ensure this report catches all the SLA action definitions from the suppor messages. Save this as a variant and schedule a background job with this variant.
regards
Naveen

Solution Manager 7.1 IT Service Management: IRT, MPT new status

Hello everyone,
I am wondering, if in SAP Solution Manager 7.1 IT Service Management I can customize new status into SLA measurement, for example 'Customer action' duration time at Web browser (similiar fuctionality as IRT(The initial response time) and MPT(maximum processing time)).[IRT & MPT|http://pokazywarka.pl/ysrkhe/]
Equally, new SLA status should be calculating duration for the other incident status for example "In process". If anyone has idea, please advice.
Best regards,
SAPFan
Edited by: SAPFan on Feb 6, 2012 10:48 PM

Hi,
Under the System Prepration section I have 2 questions I need additional clarification:
1. Under 6.2 Prepare Outside Discovery -> Establish trusted connection-> /usr/sap/hostctrl/exe/host_profile of solution manager server:
a. I added service/admin_users = daaadm. Am I suppose to include the password? what should the formate be?
What you have entered is fine. Would not need to provide the password as well. Check the External discovery troubleshooting guide sections.
https://websmp207.sap-ag.de/~sapidb/011000358700000486362011E
2. Under 6.3 Connect Diagnostic Agent -> ran the following command on my ECC server:
./smdsetup.sh managingconf hostname:"solutionmanager.FQN" port:"50004" user:"ddaadm" pwd:"password1"
a. Is the user/password referring to SolutionManager admin account?
b. How do I check if it's running correctly?
c. How to get my solution manager to see my Ecc server's diag agent?
The user password should be a Solution Manager Java user like SMD_ADMIN or J2EE_ADMIN
How to check for diagonstic agents, again check the trouble shooting guide referred above.
I checked the following:
Start Visual Administrator and navigate to: Server node -> Services -> Security Provider. Please also make sure that the MBeanAdmin is mapped to the Administrators Security role on both: com.adobe/AdobeDocumentServicesADS-EJB and com.adobe/DocumentServicesLicenseManagerADS-License
I don't see the Adminstrator role to add to the above. Am I suppose to just enter "administrator"?
Yes, just add the role "Administrators"
2. Solution Manager Internal Connection -> Setup DPC/DCC Web Service URL
a. I'm supposed do the following: You have started the Agent Administration:
b. How do I start the Agent Administration?
Make sure you have the role SAP_SMWORK_DIAG assigned to your user ID via SU01. Then call solution_manager tcode and goto the RCA tab. Agent Administration link should be available.
Regards,
Srikishan

Reporting - Diagnostics - Solution Manager

Dear SAP,
In Solution Manager, we can setup the SLA Reporting.
Is there any other SAP daily reporting that we can schedule in Solution Manager ?
I am specially interested in collecting all alerts, all informations related to Diagnostics.
Thanks in advance for your input.
Best regards
SAPNetweaver Admin

Hello,
No there are not any daily reports for Alerts on Solution Manager.
However there is a reporting functionality in Central Performance History Reporting in the Alert Monitor.
The functions of the Central Performance History (CPH) include creating report definitions and reports. You can also call these functions from the Monitoring Attributes - Detail Data screen in the Alert Monitor. All reporting functions are available to you, and operation is simpler (especially for creating standard reports):
You can find more at this link: http://help.sap.com/saphelp_nw70/helpdata/en/28/2809fb836924409478389f9e63581b/content.htm
Regards,
Paul

ITSM-SLA -How to manage table CRMV_SRQM_DATSTA

Dears,
I have some question about table CRMV_SRQM_DATSTA:
1) according to the configuration guide of ITSM or SLA, Oss Note 1674375 should have a list of records to be added or deleted , but as I can see there is only one pdf attached with only a list of records , without any other indication about what should be added or deleted.
Maybe the full table content has to be replaced with the record listed ?
2) I'm using a customized Status Profile ZMIN0001 and a customer Date Profile ZMIN_ITEM.
So as first I'm adding to the table only those entryes for Status profile / Date Profile SMIN0001 /SMIN_ITEM modifying them as ZMIN0001 /
ZMIN_ITEM.
For example:
StatProf User Status Description Date Profile Duration Date TYpe
ZMIN0001 E0003 Customer Action ZMIN_ITEM SMIN_CUSTL
But the pdf attached to the note has also a lot of entries for others Status Profiles, like SMIN3RD1 or SMINHPQC
What these entries means and what should be done with them ?
Best Regards
bye

Hi Roberto,
first check whether the manual adjustment in table CRMV_SRQM_DATSTA is necessary for your release (only SAPKITL702 - SAPKITL704).
If you used the report AI_CRM_CPY_PROCTYPE to copy SAP standard to your custom transaction, the values in CRMV_SRQM_DATSTA are already set. You only need to adjust them if you have changed the status profile or have other requirements for SLA calculation.
The values for profiles SMIN3RD1 or SMINHPQC are defaults. You do not need them and they have no impact if you're not using the corresponding transactions.
There are some further information on table CRMV_SRQM_DATSTA here: Incident Management: SLA configuration hints for SAP Solution Manager 7.1
Regards, Richard

Basics and any documentation on solutions manager

Hi,
I would really appriciate it if i can get any documentation/ information/links on the Solutions manager and the different functionalities in the module.
Thanks in advance,
Kanishka

Solution Manager is designed to assist entire life cycle of your solutions....
During implementation / upgradation ->it will help you manage your project by giving road maps, tools to blue print, tools to configure your systems according to your blue prints, testing workbench to test configured systems, Learning Maps to educate team by creating lessons.
During support ->
Support desk -> A tool to manage problems faced in your systems.Once configured users can raise support messages from any of the system and they can be managed in solution manager.. and from there they can be sent to SAP for their support...
Change request management -> A tool to handle change managment
BPM- Business process monitoring..
You can get reports of your systems.. like EWA,SLA
Please check http://help.sap.com/saphelp_sm40/helpdata/en/45/51fbdbd4941803e10000000a1553f7/frameset.htm
https://www.sdn.sap.com/irj/sdn/go/portal/prtroot/docs/library/uuid/ce89c290-0201-0010-5985-dd64605111fd
https://www.sdn.sap.com/irj/sdn/go/portal/prtroot/docs/library/uuid/ce0b74e3-0601-0010-29a0-f2a6af98ef06
If you require any specific information about solution manager do come back..
regards
Mrutyunjay
Reward points if found helpful

Solution Manager Work Centers

Hello All,
This is about configuring work centers.
We have a requirement of configuring service desk using work centers for 3 different customers with 3 different SLAs. Is it possible? If so, can any one let us know or guide me with that.
Thanks in advance.
Regards,
Satish

Hello Ragu,
Thanks for the reply.
We have configured Service Desk for 1 customer and it is wokring properly.
However, we would like to know the possibilities and the procedures involved in configuring Service desk for different organisations with different SLAs.
I mean, each customer will have to logon to Solution manager link in IE and creates support message. We would like to have different SLA for each customer while processing these messages my service desk employees. And one service desk employee should only able see one particular customer messages.
I hope the above description helps you in find the way to achieve it.
Thanks in advance
Regards,
Satish

Solution manager and BW

Does anybody know something about using BW 3.5 (CRM content) for reporting data from Solution Manager, in particular from Support Desk?
Standard report CRM_DNO_SERVICE_MONITOR does not fit our needs in SLA reporting.
We need some more "powerful" reporting,so we would like to check CRM business content in BW. But, so far,without significant results.
Thanks in advance to everybody.

Hello Michele,
you might have a look at SolMan 4.0, for example on http://service.sap.com/solutionmanager -> media library -> Use Cases -> SAP Solution Manager Reporting, page 33 or 46. May be it's easier to upgrade to SolMan 4.0 than to implement the same on SolMan 3.20.
Bye

Create a Support Message in Production system showing up in Solution Manage

Has anyone setup the link between creating a support message (under help) in a production system (like ECC) and SAP's Solution Manager.
I understand that it uses BADI SBCOS001 with the interface method PREPARE_FEEDBACK_BO, but when I try to run it, it tells me that Customizing for feedback functionality missing. What functionality is missing? And how to I correct this? And how do I ensure it shows in SAP Solution Manager under a solution or project?
Thanks
Paul

Hi Paul
The only way is to use the IMG. I have just completed this via the IMG info. BUT, it is not that simple.
Make sure your RFC's are trusted and that you have SAP ALL during config.
I hope this will help:
Setup Service Desk
Steps to follow while configuring support desk.
1) Implement the note 903587 .
2) Create all the relevant RFC objects in the satellite system and add the appropriate logical components using transaction SMSY.
3) Check all the objects in the table BCOS_CUST using transaction SM30.
Appl : OSS_MSG
+ :W
DEST :BACK RFC NAME (for solution manager system keep this field as 'NONE')
+ :CUST 620
+ :1.0.
*4) Check whether the BC sets are activated or not using the transaction SCPR20.If the BC sets are not activated then implement the note 898614.The steps to activate the BC sets are described below
4.1) Activate SOLMAN40_SDESK_BASICFUNC_000 BC Set.
4.2) Activate this in expert mode with option u201COverwrite everythingu201D.
4.3) Activation of the following components has to be done by replicating the previous steps
3.1) SOLMAN40_SDESK_TPI_ACT_AST_001
3.2) SOLMAN40_SDESK_ACTIONLOG_001
3.3) SOLMAN40_SDESK_ACT_ADVCLOSE_001
3.4) SOLMAN40_SDESK_TEXTTYPES_001
*Depends upon the number of inactive BC set objects that we have after the upgrade.
4.4) if the actions mentioned in 4.3 are not listed while executing the transaction SCPR20, then implement the note 898614.In the source client 000 of the solution manager system create a transport request using transaction SE09, unpack the file 'PIECELIST_SERVICE_DESK_INIT.ZIP' from the attachment of the note. Copy the contents of the file 'PIECELIST_SERVICE_DESK_INITIAL.TXT' to the transport request. And activate the actions. Use transaction SCC1 to import the transport request to the solution manager client. If any short dump occurs during the activation, implement the note 939116.
5) Check whether the number range is set correctly. If not set the number ranges of basic notification (ABA) and the support desk message (Service transaction SLFN).To be able to use the same number ranges for both message types, the internal number range for basic notification (ABA) must correspond to the external number range for the support desk message.
Number ranges for ABA notifications
5.1) create an internal and external number range using transaction DNO_NOTIF.
5.2) assign number range intervals to groups internal and external.
5.3) SLF1 is the internal number range group
5.4) SLF2 and SLF3 is the external number range interval
5.5) Use transaction DNO_CUST01 to assign message categories to the number range.
5.51) Go to transaction DNO_CUST01
5.52) From the GOTO menu select the menu item DETAILS
5.53) Now you can assign the number range of basis notification (ABA) into the notification type.
The number range for ABA notification is 12 characters in length and to make it compatible with the CRM service transaction insert 2 ZEROES at the beginning.
Number ranges for Support Desk notification
5.54) Use transaction CRMC_NR_RA_SERVICE, and define the internal and external number ranges. Intervals must correspond to the intervals of the basic notifications (ABA notification).
5.6) Then assign both the external and internal numbering
5.61) Go to SPRO and then to SAP Solution Manager
5.62) Then select General Settings and then select Transaction types
5.63) Select the transaction type SLFN and then select the menu item DETAILS from the GOTO menu.
5.64) In the Transaction Numbering block, assign the internal and external number range. The Number Range object should be CRM_SERVIC.
5.7) To view the priorities use transaction DNO_CUST01 and select the notification type as SLF1 and then select priorities from the left pane of the screen. The priorities of the first four cannot be deleted, but new priorities can be added.
6) Check the Action profiles for ABA Notifications (Action profiles are used for synchronization of ABA notification with the CRM Service transaction).
6.1) To check the action profiles use the transaction SPPFCADM and select the application type DNO_NOTIF then select u2018DEFINE ACTION PROFILE AND ACTIONSu2019.
6.2) Select the item u2018SLFN0001_STANDARD_DNOu2019 and then from the menu GOTO, select the menu item DETAILS.
7) The Action profile u2018SLFN0001_STANDARD_DNOu2019 has to be assigned to the message category SLF1 (ABA notifications) using the transaction DNO_CUST01.
8) The action profile for the support desk message can be set to u2018SLFN0001_ADVANCEDu2019.
8.1) From SPRO select SAP Solution Manager then Scenario Specific Settings.
8.2) Select the item Service Desk and then to general settings.
8.3) Execute the category u2018Define Transaction Typesu2019.
8.4) Select the transaction type as SLFN
8.5) From the GOTO menu select the menu item u2018DETAILSu2019 and assign the action profile as SLFN0001_ADVANCED .
9) Activate the partner/ Organization
9.1) Go to CRM->MASTER DATA->BUSINESS PARTNER->INTEGRATION BUSINESS PARTNER ORGANIZATION MANAGEMENT->SET UP INTEGRATION WITH ORGANIZATIONAL MANAGEMENT.
9.2)Find the entries starting with HRALX
HRALX-HRAC WITH VALUE 'X'.
HRALX-OBPON WITH VALUE 'ON'.
HRALX-PBPON u2018ONu2019.
HRALX-MSGRE u2013 u20180u2019.
9.3) If entries are not found create it.
10) Generate Business partner screens
10.1) Go to transaction BUSP.
10.2) Execute the report with the following parameters
CLIENT - Client in which business partners should be created (solution manager client)
APPLICATION OBJECT-
SCREEN - *
Generate all/ selected screens - All screens.
delete sub screen containers -
11) implement SAP note 450640.
11.1) Go to transaction SA38 and select the report CRM_MKTBP_ZCACL_UPDATE_30.
11.2) Execute it with test mode box unchecked.
If a new relationship is to be created then steps 12 and 13 has to be followed
12) To create a relationship category
12.1) Go to transaction BUBA
12.2) Select the entry CRMH00: Undefined relationship
12.3) click on copy
12.4) Rename CRMH00 to ZCRMH00.
12.5) CREATE A RELATIONSHIP CATEGORY.
IN GENERAL DATA FILL LIKE ' FROM BP1 : HAS THE ACTIVITY GROUP '.
' FROM BP2 : IS A PART OF ATTUNE
13) Add the relationship category to the support team partner function
13.1)Use SPRO
IMG GUIDE->SAP SOLUTION MANAGER->SCENARIO SPECIFIC SETTINGS->
-> SERVICE DESK->PARTNER DETERMINATION PROCEDURE->DEFINE PARTNER FUNCTION.
13.2) FIND THE PARTNER FUNCTION SLFN0003 (SUPPORT TEAM).
13.3) In the field relation ship category, Select the newly created relationship category and save.
14) Steps 12 and 13 should be repeated for various business partner types like sold-to-party, message processors if new relationship is to be created for the respective business partner types.
15) Create a new access sequence for the support team determination
15.1) Go to the following IMG Path: SAP Solution Manager Implementation Guide ->
SAP Solution Manager -> Configuration ->
-> Scenario Specific Settings ->Service Desk -> Partner Determination Procedure ->
->Define Access Sequence
15.2) Click on New Entries
15.3) Define a new access sequence with sequence name as u2018Z001u2019 and description u2018NEW BP RELATIONSHIP ACTIVITY GROUPu2019
15.4) Create an new Individual Access with the following value:
u2022 Batch Seq: 10
u2022 Dialog Seq : 10
u2022 Source : Business Partner Relationship.
u2022 Detail on the source:
u2022 Partner Function : Reported By (CRM)
u2022 Mapping/restrictions
u2022 Flag Mapping/definition for partner being Searched
u2022 Partner Function in Source: Support Team (CRM).
Save it.
This Access Sequence will give us the Partner which has the relationship assigned
to the Support Team in the Reported By partner data.
16) Adapt the partner determination schema/Function
16.1) Go to the following IMG Path: SAP Solution Manager Implementation Guide ->
SAP Solution Manager -> Scenario Specific Settings ->Service Desk ->
-> Partner Determination Procedure -> Define Partner Determination Procedure.
16.2) The two options to adapt partner determination schema are
16.21) Adapt the standard Procedure (SLFN0001) or to create a new one by copying the standard one.
16.22) select the line starting with SLFN0001 or the newly created procedure.
16.23) Double Click on Partner Function in Procedure.
16.24) Select the Partner Function "Support Team", and click Details.
16.25) in the detail view only change the Partner Determination/access Sequence to
the one we've just created. Save your entry.
17) Create a root organizational model.
17.1) Go to the following IMG Path: SAP Solution Manager Implementation Guide -> SAP Solution Manager -> Configuration-> Scenario Specific Settings ->Service Desk -> Organizational Model ->Create a Root Unit for Your Organizational Structure.
17.2) creating an organizational unit by entering the data in the BASIC DATA tab.
17.3) enter the organizational unit, the description and save it.
18) Create the support team organization
18.1) go to the following IMG Path: SAP Solution Manager Implementation Guide -> SAP Solution Manager -> Scenario Specific Settings ->Service Desk -> Create Organizational Objects in the Organizational Structure. Or use transaction (PPOMA_CRM).
19) Create the business Partners.
19. 1) Key users- End user (Business Partner General) ,Address should be specified.
19.2) go to the transaction BP.
19.3) create a new Person, Select the role: Business Partner (Gen).
For Identification of the key user
19.31) click on the identification tab
19.32) enter a line in the identification number formatted as follows
IDTYPE : CRM001.
Identification number : <SID><INSTALL NUMBERS><CLIENT><USERNAME>
eg: USER NAME : USER1.
CLIENT : 100.
SID : ER1.
INSTALL NUMBER : 123456789.
IDENTIFICATION NUMBER : ER1 123456789 100 USER1.
20) Message Processors- Support Team members .
20.1) they should be created first as the users in the corresponding client of the solution manager.
20.2) As business partners they will have the role 'EMPLOYEE'.
20.3) Go to transaction BP .
20.4) Create New Person with the role employee.
20.5) In the Identification tab you should enter the user name in the employee data/User Name.
eg: username: proc1
enter proc1 in the field User name.
21) Organizational Business Partner- Organizational BPS have the same country in there main address tab. They should be created through the organizational model. Business partner corresponding to the root organization have the role 'SOLD TO PARTY'.
22) Assign the business partners (Message Processors) to the previously created support team.
22.1) Go to transaction PPOMA_CRM.
22.2) Select the support team 1.
22.3) Click on create
22.4) select position
22.5) call it 'MPROC_T1/Message Processors for team 1
22.6) Replicate it for the other support teams.
22.7) Select the position MPROC_T1/Message Processors for team1 and click assign,
choose owner/Business Partner find and select the business partner
22.8) Validate and Save it.
22.9) If the assignment of business partner is not possible then implement the note 1008656
Or 997009
23) Create the iBase component
23.1) IMG Path: SAP Solution Manager Implementation Guide -> SAP Solution Manager -> Basic Settings -> Standard Configuration of Basic Settings -> Solution Manager -> iBase -> Initially Create and Assign the Component Systems as iBase Components.
23.2) or use the transaction IB51 to create the installed base.
23.3) it is also possible to create the SOLUTION_MANAGER, select the solution and go to menu Edit -> Initial Data Transfer for iBase.
24)Assign Business Partners to iBase Components
IMG Path: SAP Solution Manager Implementation Guide -> SAP Solution Manager -> Basic Settings
-> SAP Solution Manager System ->ServiceDesk-> iBase -> Assign Business Partners to iBase Components.
*--optional--
If you want to be able to assign the System Administrator: Go to the IMG: SAP Solution Manager Implementation Guide -> Customer Relationship Management -> Basic Function -> Partner Processing -> Define Partner Determination Procedure.
Select the entry "00000032 Installed Base/IBase" and double click on Partner Functions in Procedure.
Then copy the Entry "Contact Person (CRM)" to a new entry with the partner Function "System Administrator (CRM)" , save it.
Go back to transaction IB52, select a component, and Goto -> Partner, you should be able
now to assign the partner Function "System Administrator".
25) Assign the SAP Standard Role to the user. Message Creator should have the role : SAP_SUPPDESK_PROCESS.
26)Define the transaction variant for the message processors
Go to the following IMG Path: SAP Solution Manager Implementation Guide -> SAP Solution Manager -> Configuration -> Scenario Specific Settings ->Service Desk -> General Settings -> Specify User Selection Variant.
Here we will create variants for the central message processing transaction CRM_DNO_MONITOR.so that the user will have direct access to there dedicated message.
27) Go to transaction PFCG
27.1) Enter the role name as Z_MSG_PROCESSORS and choose single role.
27.2) Give a description Message Processor role and save it.
27.3) Go to the menu tab and choose add report
27.4) select the report type : ABAP Report
27.5) And in the report enter the report name as 'CRM_DNO_SERVICE_MONITOR'.
27.6) Enter the previously created variant.
27.7) flag the skip initial screen box.
27.8) flag the SAPGUI for windows.
27.9) Create a new transaction with tcode starting with Y or Z.
27.10)Display this transaction and check the values at the bottom of the screen
in the subscreen Default Values, you should have the following parameters:
u2022 D_SREPOVARI-REPORT = CRM_DNO_SERVICE_MONITOR
u2022 D_SREPOVARI-VARIANT = MY_TEAM_MSG
u2022 D_SREPOVARI-NOSELSCRN = X
And also all the user should have the correct role.

Define Service Desk Destination in the Solution Manager System (Dump creen)

hi,
in SPRO when i click on Define Service Desk Destination in the Solution Manager System
i got dump screen with the error below
any help?
Runtime Errors         SAPSQL_EMPTY_TABNAME
Except.                CX_SY_DYNAMIC_OSQL_SYNTAX
Date and Time          13.07.2008 14:05:57
Short text
    A dynamically specified FROM clause has an unexpected format.
What happened?
    Error in the ABAP Application Program
    The current ABAP program "SAPLSHI2" had to be terminated because it has
    come across a statement that unfortunately cannot be executed.
Error analysis
    An exception occurred that is explained in detail below.
    The exception, which is assigned to class 'CX_SY_DYNAMIC_OSQL_SYNTAX', was not
     caught in
    procedure "STREE_READ_NODE_GENER" "(FUNCTION)", nor was it propagated by a
     RAISING clause.
    Since the caller of the procedure could not have anticipated that the
    exception would occur, the current program is terminated.
    The reason for the exception is:
    The running ABAP program attempted to execute an Open SQL statement in
    which a FROM clause was specified dynamically in the field "TABLE_NAME". In
     this
    FROM clause, either a table name after a join operator is missing, or an
     alias name after the key name "AS". The field "TABLE_NAME" could be empty as
    well.
regards

Hi,
I am facing the same problem. What is SP15 ?
Is there any SAP Note that can be applied to correct this ?
Thanks.

SLAs in Solution Manager 7.1

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