BC Sets for Service desk 7.1

We are currently upgrading our SolMan from SolMan 7.0 Ehp1 to 7.1 SP08. To fast track our configuration activities, we would like to use BC sets. I have googled for the list of BC sets needed for the SolMan scenarios (e.g Service desk, Solution Implementation..) but was unfortunate to find one.
We came across a statement from SAP documents that the BC sets functions are replaced with the piece list containing the standard customizing.
Kindly help provide the list of BC sets needed for Solman 7.1 scenarios(e.g Service desk).
Thank you.
Grace

Hi Grace
In 7.1 you dont activate BC sets. they are replace by piece lists. You can find this under the Guided Procedure under the path i supplied you above. The BC sets that you see in SCPR20 are only relevent for solman 7.0. Please view the following link it will aslo help you to setup your service desk in 7.1. This is also where they meation that bc sets are no longer used in 7.1.
http://scn.sap.com/docs/DOC-27645
Santosh

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Hello!
I would like to set up the business partners for Service Desk in SAP Solution Manager.
If I choose the solution and execute "Edit --> Create Business partner" for the SAP R/3 4.7 then I get the warning no users are shown under the system.
For the SAP SRM 5.0 I get only one user (SOLMAN<SID><CLNT>), meanwhile I set the data selection to blank.
I also copied the user account of SOLMAN<SID><CLNT> to the user test with no success.
I have assigned the Object S_RFC_ and S_USER_GRP.
The users have also the profile SAP_ALL.
How can this problem be solved?
Thank you very much!
regards
Thom

Thank you very much!
The problem is solved!
Im my case was necessary to apply SAP Note 1055630.
I have assigned the role "SAP_SM_S_USER_GRP" to the user with RFC_READ connection, refreshed the last alert in DSWP and tha is.
regards!
Thom

No users are shown for Service Desk functionality in SOLMAN

Hello!
I would like to set up the business partners for Service Desk in SAP Solution Manager.
If I choose the solution and execute "Edit --> Create Business partner"
no users are shown under the system.
Especially for the SAP R/3 4.7 system it is the case.
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regards
Thom

Hi,
Answering your question!
Ans. 1. Either user should have SAP_ALL + S_RFC.. it is very important to have S_RFC object. SAP excluded S_RFC from SAP_ALL for the security reason.
or , any user should have authority to create and delete users + S_RFC, S_RFCACL & S_T-CODE.. I just did my setup, so I remember after searching for long long....
Ans. 2. you need the following RFC's for sattelite system;
>>> SM_<SID>CLNT(CLIENT#)_READ
>>> SM_<SID>CLNT(CLIENT#)_TRUSTED
>>> SM_<SID>CLNT(CLIENT#)_TMW
you should see them in solman sm59.... make sure you use proper user with proper OBJECT. other wise, u'll see bunch of dumps every hour.. Let me know if you need any other help!!
Thanks,
I hope this will fix your problem

No users are shown for Service Desk in SOLMAN for satellite systems

Hello!
I would like to set up the business partners for Service Desk in SAP Solution Manager.
If I choose the solution and execute "Edit --> Create Business partner" for the SAP R/3 4.7 then I get the warning no users are shown under the system.
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regards
Thom

Thank you very much!
The problem is solved!
Im my case was necessary to apply SAP Note 1055630.
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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
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Bhavesh

Tables for Service Desk Org Structure

Dear Colleagues,
Can anybody tell me what is the name of tables for Service Desk Org Stsructure
in ppoma_crm we define all the support teams/ org units. When defined it creates Id also like for example: I have defined MM Support Teams as Org Unit for this the ID is O 50000011.
I need the table name where these deta is saved
Regards
Praveen K
Edited by: PK on Apr 8, 2010 1:41 PM

Hi PK
The data was stored in tables HRP1000 and HRP1001.
Regards Andreas

Setting up Service desk Management

Hi,
We have EP 6.0 SP14. We want to set up Service Desk Management with solution Manager.
Could any one guide the set up steps.
Thanks in advance
Pradnya

Hi Pradnya,
Here you go as a first step to start
http://help.sap.com/saphelp_nw04/helpdata/en/33/c7f5414e2fc517e10000000a155106/frameset.htm
Cheers!!
::Do not forget to reward points if it helps.

Create new components for service desk

Hi All,
For Service Desk, to use it for non-SAP components, we are planning to create new Z* components. Can some one tell me how to do it? From reading through the messages, I can see that adding entries to tables - dswp_csncomp and dswpcsncomptxt should be able to create the components. When I tried going to SM30 and provided these table names, its not letting me maintain the tables. When i click Maintain, it gives me the message - "The called function with the view/table DSWPCSNCOMPTXT needs a special maintenance dialog which, however, either does not exist at all, or does not exist completely" - Can some one tell me how this can be done - please ?
Thanks!

Hi Jim,
It is sap hierarchy you can't edit it and the thread you are referring to
it is a development they have talked about which i have told you earlier itself but that will create a problem during upgrades and you need to test it everytime after upgrade so you need to check before to go for that development.
Secondly you can go for service desk XT license there is small variation and separate license to be taken and then you can use service desk for NON SAP problem
like printer not working etc
Hope it helps.
Regards
Prakhar

Number range for service desk

hello,
i have some questions regarding number ranges:
which are the default number ranges groups?
what number range should i use for service desk?
thx

Hi Galan,
I'd post the answer but the forum nanny is saying I have posted forbidden words and phrases. Even though it was just a frew quick sentences.
Forum Admins, can we get this thing removed? It's annoying and bever tells you what is flagged.
Jason

Organisation Module for service desk

Dear Folks,
How can I use org structure for service desk?
What is the significance of it in service desk? Does it require for automatic determination of required partner function? Any clarification.
Please help.
Regards,
Nikhil

Hello Nikhil,
I read this thread in context to similar problem I am facing.
I have explained my problem in thread Multiple Message Processors in IB52 for partner determination rule 13200137
I need to define an access sequence which will determine my processor automatically.
So, I thought you will be of some help to me.
Is it possible for you to inform me which access seq you used to resolve your problem?
Because in the last part of the resolution of your thread, the statement " So you assign the partner det proc ...any partner this access seq...then whoever logs in his name will appear here.
If in the access seq you check the box for BP then this BP will appear here." may help me in resolving my issue.
Thanking you in advance for the extended help,
-Deepak Garde
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Reports For Service desk

Hi experts,
              I would like to know the different kind of report that i can use for service desk reporting .I have used service analysis report directly from the solution_manager transaction,
but was not able to execute it properly,
       regrads,
              Varghese

Hi Varghese,
At the moment, I am using only CRM_DNO_MONITOR.
However, I do hear abot BI reports being possible; I raised a query too, but didn't get a reply.
If you have the time you may like to explore the thread referred in my query [thread|BI Reports for Service Desk - any pointers, insights, experience please!;.
Regards,
Srini

Smart Form for Service Desk

Hey All
I have a pretty simple question to ask to anyone who has configured Service Desk. Actually i want to send the End User an email whenever the status of the message he created is changed to User Feedback. Am doing it currently with the help of an action. What I am not sure of is which Smart Form is best for this purpose. Currently I am using this :
Form Name: CRM_SLFN_ORDER_SERVICE_01
Processing Class: CL_DOC_PROCESSING_CRM_ORDER
Processing Method: CRM_SRVORDER_EXEC_SMART_FORM
The problem is that the form usually only contains the first description entered in the message. I want it to have complete correspondence ie all the descriptions, reply and solutions that are there in the message.
Regards
Bilal Nazir

Hi Bilal,
We copied the standard Form: CRM_SLFN_ORDER_SERVICE_01 and made some modifications to it to fit our needs. We wanted to display all text types in the description field and to display it in descending order by date and time.
Here's the code that we created:
Create Structure and Table type below:
1. Structure: ZTEXT_HEADER_01
Description: Text header for ZRMD_ORDER
Component Component Type Data type Length Decimal Short text
TDOBJECT TDOBJECT CHAR 10 0 Texts: application object
TDID TDID CHAR 4 0 Text ID
TDTEXT TDTEXT CHAR 30 0 Short text
TDLINE TDLINE CHAR 132 0 Text line
TDFDATE TDFDATE DATS 8 0 Date creat
TDFTIME TDFTIME TIMS 6 0 Time Created
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Short text : Table of Text header for ZRMD_ORDER
Line type: ZTEXT_HEADER_01.
At Global definition:
- Add Variables: (table below)
Variable name Type assignment Associated type Default value
ZGT_TEXT TYPE CRMT_TEXT_WRKT
ZGS_TEXT TYPE CRMT_TEXT_WRK
ZGT_TEXT_HEADER TYPE ZTEXT_HEADER_01_TAB
ZGS_TEXT_HEADER TYPE ZTEXT_HEADER_01
ZTDLINE TYPE TLINE
ZGV_DISABLE_TEXT TYPE C Y
- At the Initialization routine: Add the logics to get the long text right after saved the support message. Store long text into buffer (internal table - GT_TEXT_HEADER) and format it, sort the internal table descending by date and time.
Build the Long text for out put
 data: ZLT_ttxit TYPE TTXIT.
Spread out the text line for this
 refresh: ZGT_TEXT,
 ZGT_TEXT_HEADER.
 ZGT_TEXT[] = gt_text[].
 Delete ZGT_TEXT where ( STXH-TDID = 'SUZZ' OR STXH-TDID = 'ZZ'
 OR STXH-TDID = 'SUSD' OR STXH-TDID = 'SD').
Sort descending by date and time
sort ZGT_TEXT descending by STXH-TDFDATE
 STXH-TDFTIME.
Build the Text header table
loop at ZGT_TEXT into ZGS_TEXT.
 clear ZGS_TEXT_HEADER.
 Text ID
 ZGS_TEXT_HEADER-TDID = ZGS_TEXT-STXH-TDID.
 Text Title
 READ TABLE gt_textid INTO ZLT_ttxit
 WITH KEY TDID = ZGS_TEXT-STXH-TDID.
 IF SY-SUBRC = 0.
 ZGS_TEXT_HEADER-TDTEXT = ZLT_ttxit-TDTEXT.
 ENDIF.
 Time and date
 ZGS_TEXT_HEADER-TDFDATE = ZGS_TEXT-STXH-TDFDATE.
 ZGS_TEXT_HEADER-TDFTIME = ZGS_TEXT-STXH-TDFTIME.
 append ZGS_TEXT_HEADER to ZGT_TEXT_HEADER.
 clear ZGS_TEXT_HEADER.
 Detail:
 loop at ZGS_TEXT-LINES into ZTDLINE.
 ZGS_TEXT_HEADER-TDLINE = ZTDLINE-TDLINE.
 append ZGS_TEXT_HEADER TO ZGT_TEXT_HEADER.
 endloop.
 Make separated line
 clear ZGS_TEXT_HEADER.
 append ZGS_TEXT_HEADER to ZGT_TEXT_HEADER.
endloop.
1.Add component under Main Main Window named NEW_TEXT (New Text for Text Header) to display title: Long texts
2.Add under Main Main Window new loop named NEW_TEXT_HEADER_LOOP (Transaction Header Long Texts) to display long text details for each of difference text ID.
 This loop is using the internal table GT_TEXT_HEADER:
- Print out the Text ID, Date, time changed at the Text:
NEW_TEXT_HEADER_TEXTID_DESC
- Print out the Details of long text at text NEW_TEXT_HEADER_TEXTID_DATA.
3.Skip the old logics of printout of long text by set condition ZGV_DISABLE_TEXT <> Y. At the following component under Main Main Window :
- TEXT_HEADER_LOOP - Transaction Header Long Texts.
- GET_TEXTID_TEXT - Text ID Description.
- TEXT_HEADER_TEXTID_DESC - Text ID Description, Date.
- TEXT_HEADER_TEXTID_DATA - Long Text
- TEXT_HEADER_EMPTY_LINE - Blank Line.
The formatting didn't work properly for the tables in this reply section, it's removing the spaces.
Let me know if it was helpful.
Regards,
Salpi
Note: This documentation/code is delivered as is, and Bombardier Aerospace makes no warranty as to its accuracy or use. Any use of this documentation/code is at the risk of the user.

SU01 records for Service desk

Hi all. We are busy implementing Service Desk to receive service requests from all SAP clients in our landscape. I am unsure on how to setup the Business Partner and SU01 records on Solution Manager for key users (those who log service requests).
We will have 2700 key users (users that can log a service request) on various clients and our testing have shown that the service desk cannot recognise/validate the user unless they have an SU01 and Business Partner record on Solution Manager. In our scenario these users will never physically log on to Solution Manager as they do not perform any Service Desk function apart from logging requests from 3rd party SAP systems.
I was under the impression that you only need a business partner record for these users to be validated in service desk, but that seems to be wrong.
Is there anyone that can assure me that I do in fact need to create an SU01 record in Solution Manager for these users? If not, can you please advise as to how we can do it without an SU01 record for these users and only use Business Partner records?
Thanks for reading.

I don't have a working SolMan I can log into right now so the answer is general. You do not need an SU01 user for every message creator. You only need a user for message processors on the SolMan system.
Note: There has been a problem for many years that SAP just won't fix. In order to get the list of BP's automatically from the satellite systems you have to have the auth object S_USER_GRP in the satellite system, then the users appear in the BP create screen in SolMan. They need to put that auth in one of the SolMan satellite system roles.
Also be carful to set the right date range in the BP auto create screen so you get the full list of users.

Table for service desk attachment

Hi Experts,
For some purpose i trying to find out the table where document attached in service desk incident saves so can any one help on this.
Thanks
Suveer

Hi,
maybe you can try with the steps below
1. Specify the program AI_SDK_FILL_FILE_TYPE_TABLE and run it.
2. Set the Update flag in the following dialog.
3. Run the program.
Schedule program as background job
4. Schedule the program as a background job.
Start time: Immediately.
Period: Quarterly (every three months)
Refer to the attached file in order to get there.
Please refer to the these notes as well
1080131 : Check on attachments and file types
569392 : SAP Support Desk: Sending attachments to SAP
You should run the program AI_SDK_FILL_FILE_TYPE_TABLE so that SAP can
read all the attachments which you send with your message . The program
updates the file type tables AISDK_FILETX and AISDK_FILETY. You can run
this program manually or schedule it as a periodic background job.
Cheers,
SH

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

BC Sets for Service desk 7.1

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