Configuring Support Desk (Solution Manager 4.0)

Hi,
Anybody knows where can I find a guide to configuring the Support Desk in SAP Solution Manager 4.0 ?
I've found several documents but for release 3.2.
Thank's in advanced

Hi
<a href="https://websmp209.sap-ag.de/rkt-solman">Click here</a>..here u will get various simulations for configuring different scenerios in solman and its very informative
Kind regards
Umesh K

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Implementing the Enterprise Support in Solution Manager

Hi Experts,
Can anybody tell me what are the pre requisites to implement Enterprise support in solution manager?
Also let me know what are steps involved in implementing the enterprise support.
Thanks in Advance
Hari

Hello Hari,
In order to implement Enterprise Support your organization should registered as a Value Added Reseller(VAR) with SAP. You can get all the required documentation under https://websmp104.sap-ag.de/solutionmanager --> Information for VARs, ASPs and AHPs which is in the left hand side of the page. However, you need to have a S-user ID of the VAR.
The following are the steps need to perform in implementing the Enterprise Support firmly known as Service Desk for VARs.
1. SAP Solution Manager basic settings (IMG)
a) Initial Configuration Part I
b) Maintain Profile Parameters
c) Maintain Logical Systems
d) Maintain SAP Customer Numbers
e) Initial Configuration Part II
     1) Activate BC Set
         a) Activate Service Desk BC Set
         b) Activate Issue Monitoring BC set
         c) Set-up Maintainance optimizer
         d) Change online Documentation Settings
         e) Activate Solution Manager Services
         f) Activate integration with change request Managemnt
         g) Define service desk connection in Solution Manager
   2)Get components for SAP Service Market place
        a) Get SAP Components
   3) Get Service Desk Screen Profile
       a)generate Business Partener Screen
   4)Copy By price list
       a)activate Service Desk BC Set
       b)Activate Issue Monitoring BC set
       c)Set-up Maintainance optimizer
      f) Business Add-In for RFC Connections with several SAP customers
      g) Business Add-In for RFC Connection of Several SAP Cust. no.
      h) Set-Up SAP Support Connection for Customers
      i) Assign S-user for SAP Support Portal functionality
      j) Schedule Background Jobs
      k) Set-Up System Landscape
      l) Create Key Users
      m) Create Message Processor
2. Multiple SAP Customer Numbers
      a) Business Add-In for RFC Connections with several SAP customer numbers
      b) Set-Up SAP Support Connection for Customers
3. Data transfer from SAP
      a) Data Transfer from SAP
4. Create u201COrganizationu201D Business Partner
5. Service Provider function (IMG)
      a) Business Add-In for RFC Connections with several SAP customer numbers
      b) Business Add-In for Text Authorization Check
      c) Activate BC Set for Service Provider
      d) Activate Text Types
      e) Adjust Service Desk Roles for Service Provider Menu
6. Service Provider: Value-Added Reseller (VAR)
      a) Business Add-In to Process Actions (Post-Processing Framework)
     b) Activate BC Sets for Configuration
     c) Create Hierarchy and Product Category
     d) Set-Up Subcategories
     e) Create Business Partner as Person Automatically
     f) Set-Up Automatic Confirmation of Messages
    g) Maintain Business Partner Call Times
    h) Set-Up Incident Management Work Center
7. Work Center (Web UI)
    a) Activate Solution Manager Services
    b) Assign Work Center Roles to Users
Hope it helps.
Regards,
Satish.

Setup and Configuration for a Solution Manager instance

I am setting up a Solution Manager instance for a client in Australia.
Currently there is no reference client that I am aware of in Australia for Solution Manager. So this is extremely important to get it right. Also I am an independent contractor, so I am unable to call on any in-house experts from a consulting firm for help.
So I am looking for answers from some experts who have done this before.
Had some training on Solution Manager back in 2002.
Our client wants to setup the solution manager instance to monitor 9 SAP instances
- 3 R/3, DEV, Q/A, PROD
- 3 BI, DEV, Q/A, PROD
- 3 Enterprise Portal, DEV, Q/A, PROD
Solution Manager is running in a separate instance for all those listed above.
In addition to the above the client would also like to user the service desk function of Solution Manager for in-house support of SAP, and push to service desk request onto their support partner and/or SAP directly.
Question:
1) Is it better to use the Solution Manager client 001 or create a separate client for the customer?
2) How would you as the expert configure the service desk component to push service desk requests to the support partner (a 3rd party Service Desk Tool or another Solution Manager instance), and allow the customer to choose to send the request direct to SAP?
3) The client would also like to use the Solution Manager Instance as the CUA environment, is this advisable?
Kind Regards
David Cooper

Hello David,
Please find th answers below:
1. You should use a separate client for solution manager rather than using a standard one
2. You should configure your solution manager as the service desk for all type of support requests.Solution manager can send your requests to SAP and vice-vera.Why do you a third part tool and waste money of the client.Solution manager can do all for you very effectively
3.sure you should configure solution manager as CUA environment,there are no issues with that
Let me know of any questions
Rohit

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

Unable to create tickt in service desk - Solution manage.

Hello,
I have implemented service desk ( Solution manager) and It is working fine for most of the system but i am getting error while creating a ticket in service desk for one system.
Due to some RFC connection problem i have regenerated the RFC ( trusted , Read and TMW) from Solman to Satellite system.
and now I am not bale to create ticket for that system.
Error message :
The URL http://cismp.cargotec.com:8014/sap/bc/bsp/sap/dswpnotifcreate/msg_new.do was not called due to an error.
Note
The following error text was processed in the system SMP : Error SYSTEM_CORE_DUMPED occured. P1=11
The error occurred on the application server cismp_SMP_14 and in the work process 0 .
The termination type was: RABAX_STATE
The ABAP call stack was:
Method: MSG_SUBMIT of program CL_DSMOP_BSP_NOTI_MODEL=======CP
Method: DO_HANDLE_EVENT of program CL_DSMOP_BSP_NOTI_CTRL========CP
Method: DISPATCH_INPUT of program CL_BSP_CONTROLLER2============CP
Method: DO_REQUEST of program CL_DSMOP_BSP_NOTI_CTRL========CP
Method: DO_REQUEST of program CL_BSP_CTRL_ADAPTER===========CP
Method: ON_REQUEST of program CL_BSP_RUNTIME================CP
Method: IF_HTTP_EXTENSION~HANDLE_REQUEST of program CL_HTTP_EXT_BSP===============CP
Method: EXECUTE_REQUEST_FROM_MEMORY of program CL_HTTP_SERVER================CP
Function: HTTP_DISPATCH_REQUEST of program SAPLHTTP_RUNTIME
Module: %_HTTP_START of program SAPMHTTP
Can any body guide me what should be done to resolve the issue.

Hi Prakhar,
As i mentioned workcenter is working fine for all other systems. and user have all roles same as in other systems.
BP is created and we are trying to create ticket from Solman itself so there is no point to maintain bCOS_CUST table.
but still we are not able to create ticket only for one system.
Error Message :
Error when processing your request
What has happened?
The URL http://cismp.cargotec.com:8014/sap/bc/bsp/sap/dswpnotifcreate/msg_new.do was not called due to an error.
Note
The following error text was processed in the system SMP : Error SYSTEM_CORE_DUMPED occured. P1=11
The error occurred on the application server cismp_SMP_14 and in the work process 1 .
The termination type was: RABAX_STATE
The ABAP call stack was:
Method: MSG_SUBMIT of program CL_DSMOP_BSP_NOTI_MODEL=======CP
Method: DO_HANDLE_EVENT of program CL_DSMOP_BSP_NOTI_CTRL========CP
Method: DISPATCH_INPUT of program CL_BSP_CONTROLLER2============CP
Method: DO_REQUEST of program CL_DSMOP_BSP_NOTI_CTRL========CP
Method: DO_REQUEST of program CL_BSP_CTRL_ADAPTER===========CP
Method: ON_REQUEST of program CL_BSP_RUNTIME================CP
Method: IF_HTTP_EXTENSION~HANDLE_REQUEST of program CL_HTTP_EXT_BSP===============CP
Method: EXECUTE_REQUEST_FROM_MEMORY 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 SMP 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 cismp_SMP_14 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 1 in transaction ST11 on the application server cismp_SMP_14 . 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: 011 -u: XABHYABH -l: E -s: SMP -i: cismp_SMP_14 -w: 1 -d: 20091006 -t: 141511 -v: RABAX_STATE -e: SYSTEM_CORE_DUMPED
Regards,
Bhavesh

Hi, can anybody send the configuration steps of SOLUTION MANAGER

hi,
sap gurus,
can any body send the configuration steps of solution manager
its easy but logical
plz help me on this.
id is timmampalliatgmaildotcom
regards,
balaji.t
09990019711.

Hi
Refer to this link
http://help.sap.com/saphelp_sm40/helpdata/en/45/51fbdbd4941803e10000000a1553f7/frameset.htm
Raghu

Configuration guide on Solution Manager Service Desk Scenario

Hi all,
I have just setup a Solution Manager 3.2 system and have followed the configuration guide, SP9.pdf which directs me to use SPRO to configure it. However, after going thru the SPRO, it doesn't gives me specific steps to setup the Service Desk scenarios. I could not find any specifc steps on creating a service Desk, business partners or configuration on the satelite system. Please kindly provide me with the relevant guide. Thanks in advance.

Hi Guan,
I don't know if my message is being sent too late for you, but only now I read your question..
You have to go through Customer Relationship Management configuration in order to customize Service Desk and Change Request Management the way you need. Before, I believe you must have in your hands the specification of your Organizational Structure, who will be each business partner in your organization, with the correct responsibilities, then you draw the workflow you want to implement, which is the complete landscape, have your RFC connection to SAP working in order to send support messages to them (this should be ok if you already have SolMan working, it needs the RFC connection in order to update the services..). Once you define your processes, based on the ITIL, then you can start configuring your Service Desk. Inside the IMG of the SolMan->Service Desk you have the CRM steps you need (if you have SP09 or up), and the documentation inside the IMG are really useful. If you are not used to CRM, I suggest you take a look at the CRM Documentation, because most of the things are better explained there. Actions, Conditions for Actions, Business partners, Installed Base with default business partners, Solution Database..
You may be a little bit confused reading the lots of docs that SAP delivers about SolMan Service Desk regarding using SLF1 or SLFN transaction Type. SLF1 was the old one, used by SolMan 3.1, and it has some differences from SLFN. In fact, SLF1 is more complex. It has items, SLFN does not. It uses a Service Confirmation, SLFN does not.. and so on..
If you need more information, please let me know. I have been working with Service Desk and Change Request Management for one year, in Scandinavia, maybe we can exchange tips.
Best regards,
Raquel Cunha
São Paulo, Brazil

Update User Status at Service Desk Solution Manager SP17

Hi, my name is Tomas Piqueres and I'm working with Solution Manager SP 17.
Service Desk scenario is working but I have an issue that I explain below:
I have a message that I'm not able to solve, so I send it to SAP. When SAP returns it to me, I have two status for the same message:
-User status
-Status SAP
The job "refresh message status" is working, so Status SAP is refreshed successfully. The problem is that when Status SAP changes, the User Status doesn't change automatically.
Please, could you help me?
Thanks and regards,
Tomas.

Hey Rohit,
I believe your first issue has been answered correctly. As far as your second issue is concerned.
The SAP Status field only gets filled up when the message is forwarded to SAP Support. This field is set by SAP Support itself. You dont need to manage it.
As far as Reported by is concerned, thats what you have to configure. For that to be working you first need to create business partners of your users in the satellite system. Eg. If you are raising a message from userA from your production system. You need to create a business partner of that user in Solution Manager. A unique ID is maintained related to the user and system. Also you will have to maintain his "employee data" , specifically his SAP user id.
Hope this helps.
Regards,
Bilal Nazir

What are configurations required on Solution Manager 7.0

Dear Sir,
I have asked to my Implementation Partner to implement Solution Manager with following details.
Maintenance Optimizer Configuration, Usage, Hands on and Training. Patching using Solution Manager.
a. Configuration Maintenance Optimizer
b. Installation of Software Lifecycle Manager u2013 SLM
c. Software Logistics Controller u2013 SLC
d. SLD Registration
e. Configuration for Transport Directory
f. Support Package Manager u2013 SPAM (Specially on SM)
g. Java Support Package Manager u2013 JSPM (Specially on SM)
h. Usage of MO and Demo
i. EWA Scheduling Using SM.
j. EWA Recommendations Implementation
Please let me know If I am forgeting any thing or needs to be configured for smooth running of our setup. What are thing to be configured??
Please also let me give a brief(in addition to notes) about Usage of SLC, SLM, SLD, Transport Directory and How it will help in transport management system.
Is it possible to apply patches from Solution Manager to all systems?
Regards
Dharmendra

Dharmendra,
There are many features with Solution Manager EHP1 SP 04. See if you ask them to upgrade to latest level.
Also following more features are available. Depending on your company and your requirement you could configure it.
- System Monitoring via central auto alert
- System Availability monitoring (CCMSPING)
- Central system administration
- DBA Cockpit
- CPH (Central Performance History)
- Job Management
- Project Administration
and many more things are available. Go through Link: [www.service.sap.com/solutionmanager] for more information
Thanks,
Digesh Joshi

How to configure CTS+ for Solution Manager for XI 3.0

Hi ,
We are working on XI 3.0 SP 20 and Doing a file system based transport of .TPZ files. We observed that there is a possibilit of misssing the objects while tranporting. So we are planning to set CTS+ with our Solution Manager.
Question:
1. Can we configure CTS+ through the latest version of Solution Manager for XI 3.0 landscape?
If Yes .. How? If No... Why?
2. Is there any way to make the the transport automated like ABAP tranports.
If there is.... Please send the link or documents..
Thanks
Manoj

Hi Venkat,
Thank you for the Demo. The Demo gives me information about the CTS+ setup. I am looking for the compatability of CTS+ for XI 3.0.
We have Solution Manager 7.1 setup in place.
Please let us know if we can setup CTS+ on solution Manager (7.01 EHP1) and use it to transport XI 3.0 SP20 IR/ID objects across the XI landscape.
Regards,
Manoj

MAnaged system configuration error in solution manager

Hi,
While doing managed system configuration getting the error, below versions are using.
MDM 7.1 SP10 Import server and Solution manager 7.1 SP10.
Can anyone help me?.
Regards
Chandra

Two cases you have
1) Satellite system
Re-install The DIA agent and give correct (port numbers )SLD details
Once you re-install the DIA agent, run Rz70 from satellite system
data will pull from satellite system to central SLD.
2)Run SLD check from Solman system , check its successful or not
Go to LMDB and check satellite system
After re-Synchronize technical system from SLD
Thanks ,
Rahul yedapally

Listing of BAPI's or ABAP support for Solution Manager

Hi,
Does anyone know of any BAPI's or ABAP RFCs/API associated with the Solution Manager?
Thank You,
Phil

http://service.sap.com/patches
--> Entry by Application Group
--> SAP Technology Components
--> SAP SOLUTION MANAGER
--> SAP SOLUTION MANAGER 7.0
--> Support Package Stacks
Give your source and destination support package and download them.
Markus

Managed System Setup / Configure Diagnostics for Solution Manager itself

Hello,
I'm trying to run the "Managed System Setup" for the Solution Manager itself and
I got a problem in the step 4 (Diagnostics Configuration / Configure Diagnostics):
In the new opened window is only the ABAP stack displayed and the Java stack
is missing.
Does somebody know how to make the java stack visible?
From my point of view seems the configuration of the SMSY ok. The java stack is also
as "relevant" set.
The Solution Manger 7.0 EHP1 is on SP25.
Thanks in advance for your help!
Kind regards,
Joern

Hi Jorn,
I dont think its happening just because of your CR Content.
Still If you want to update it,then go to Administration Tab in SLD->>Import the latest CR Content from there.
As the latest CR Content is :SAP CR Content Version (sld/active): SAP_CR 7.6 (produced 11/17/2011)
And Jorn if you are stucked in the Diagnostic Agent registration then Go to Agent Candidate Administration->>In connection
Parameters Tab go to->>Custom SLD Connection Parameters->>Apply->>Mark the Diagnostic Agent you want to
connect->>Attach->>Give the password of the SMD_ADMIN->>Apply->>This way you will connect to the available Diagnostic
Agent.Hope this will help your problem.
Thanks & Regards
Ajitabh
Edited by: jitu001 on Dec 23, 2011 5:47 PM

Creating support notification (Solution Manager) from Web UI SAP CRM

Hi,
We have integrated Solution Manager (SM) with SAP CRM.
Does SAP support has solution with support notification ?
How we can create support notification from Web UI SAP CRM ?
Denis.

Hi
There is a major change of inclusion of CRM ITSM in solman 7.1 that is why you might be confused.
Anyway let me explain
enter the tcode solman_workcenter in solman choose the incident management tab
now on the left side you can see an action for Create support message
thus clicking on it will open the browser for posting messages
(the same can be shared with end user for message posting )
further once posted it is accessible in this incident management tab for further processing and you get the status wise queries in overview.
hope its clear now
regards
prakhar

Configure EP into Solution Manager...

Dear All,
We are trying to configure EP(NW04s-SPS16) into Solution Manager-7.0(SP16). I was installed SMD Agent in EP-Side. and Deployed LM-Service-17(SMD) in Solution Manager JAVA Stack side..
After that i was exported JAVA Technical system from EP SLD and Imported in Solution Manager SLD and observed SLD agent is running in SMD Server.
At this place i strucked. i am not able to get the solution in SMD from SMSY and ABAP connectiviy is not there in SMD and if I run the UPGRADER option i am getting error.
I am getting confusion to read different different SAP Notes and improper guides.
Any one please suggest one proper source about configuration settings in EP side for SMD Agent,SLD,RFC Connections etc and Configuration settings in SMD Server(SOLUTION Manager side),UPGRADER,ABAP Settings,SOLMAN SLD side,etc all.
Kind Regards
Sudhakar

Thanks Samuli,
I tried it..its working for solman but in my ECC (NW 7.31) its not working for web dynpros. Its going to hostname:8001 port and not redirecting to webdispatcher.
Pleae let me know if I am missing something.
Thanks & Regards,
Satyabrat

Configuring Support Desk (Solution Manager 4.0)

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