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

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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
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Runtime Errors         SAPSQL_EMPTY_TABNAME
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Date and Time          13.07.2008 14:05:57
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regards

Hi,
I am facing the same problem. What is SP15 ?
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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.
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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,
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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.
If I log onto the satellite system and make some changes in su01 or pfcg the situation does not change.
How can this problem be solved?
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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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regards!
Thom

Error in editing object: Error in RFC to Solution Manger System

Hi All,
Our System release is ERP 6.0 EhP4 and our DB is Oracle.
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Yamini.

Hi,
Not sure - but maybe a cross system lock seems to exist. Perhaps you can check this:
http://help.sap.com/saphelp_em70/helpdata/en/43/7227481a856fcae10000000a1553f6/content.htm
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Service Desk - Create Message from Satellite System

Hi Guru,
I'm learning SAP Solution manager service desk tools (on EHP1 SP22). I've managed to activate it and I can create the message from satellite system (with SLFN as default transaction type). Is it possible to change default of transaction type while creating support message from satellite system (e.g. using ZSLF, etc)?
Appreciate for your input.
Thanks and Regards,
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Yes. It is very much possible.
Use transaction - SPPFCADM
select the row - DNO_NOTIF
click on - Define action profile and action
Select the action profile - SLFN0001_STANDARD_DNO
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Regards
K.Kumar

Prblem Service Desk configuration in Solution Manager 4.0

Hi All,
Here I have done the configuration of Service Desk in Solution Manager 4.0 by using the document which I have for release 3.2. However I have face some problem in Step Initially create and Assign the Satellite Systems as iBase C and Manually create and Assign the Satellite Systems as iBase Co .So I exclude above mention step. But still I am able to create the support message from Satellite Systems.
So can please let me know whether it will work fine in upcoming time or Do I need to test my Service Desk configuration for same.
Moreover please let me know how to test Service Desk configuration for real time environment.
Following are the step and problem which I face while doing the Service desk configuration.
STEP 1 #Initially Create and Assign the Satellite Systems as iBase C
To be able to use the Service Desk and Change Request scenarios in SAP Solution Manager, you need to define the Installed Base (iBase). An iBase component has to be created for each satellite system from which Service Desk messages will be sent to the SAP Solution Manager system.
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Activities:-
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Problem in STEP1 :- I am not able to check the System  Status.
STEP 2 #Manually Create and Assign the Satellite Systems as iBase Co
In this IMG activity, you define the Installed Base (iBase) manually, i.e. for refreshing existing iBases after solutions have been changed.
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Activities:-
1. In transaction Change Installed Base (IB52), use the input help (F4) to find the Installed Base with external ID SOL_MAN_DATA_REP.
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 If SOL_MAN_DATA_REP does not exist:
a) Call transaction Create Installed Base (IB51).
b) Choose iBase Category 01 (Installed Base).
c) Choose Enter.
d) Specify the iBase header data in the iBase section.
e) Specify the external ID SOL_MAN_DATA_REP and enter a short description.
 If SOL_MAN_DATA_REP exists:
a) Choose iBase No. 1 (SOL_MAN_DATA_REP).
b) Choose the SAP WEB AS component.
3. To assign the systems as iBase components, go to the Text item tab.
Three components are included in the standard package.
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o Column Short text: Description of the system
o Column Identification: System ID, space, installation number
5. Save.
After changes have been made to a solution, repeat these steps to update system landscape data for iBase.
Note:-
Every system is only listed once in the iBases. That means a system is not listed in an iBase if it has been listed in another iBase before.
Problem in STEP2:- Here I am not able to find Text item tab as per point 3 .
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You need to assign business partners to the new iBase components.
Activities:-
1. In transaction Change iBase (IB52), choose Goto -> Partner
2. Assign business partners with the following functions to the new iBase component systems:
o Administrator
o Key User
o Sold-to Party
3. Save.
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Hi Harshall,
You have to enter the value as 1 in Installed base field and then press enter.
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Please reward points suitably.
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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
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4. Service Desk BC Sets => OK
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    I have created One System Admin (ADMIN) as BPs (105)
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=> OK
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I try to create my Org. model as follow :
Service Desk (O)
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                 SDUser1 (BP)
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=> 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.
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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.

Service desk configuration for solution manager

hi this ,
sudheer i have configured the service desk configuration on my solution manager system with all satellite system, i have mapped all business partners in my satellite systems to solution manager , and also iam able to see all messages are send by business partners using DSWP transaction, but how to see reply from solution manager sytem to satellite system ( message inbox of satellite system)
can any body tell the configuration of satellite system to see reply message from solution manager ?
thanks and regards
sudheerkoppala@ g ma il .com

>
sudheer koppala wrote:
> sudheer i have configured the service desk configuration on my solution manager system with all satellite system, i have mapped all business partners in my satellite systems to solution manager , and also iam able to see all messages are send by business partners using DSWP transaction, but how to see reply from solution manager sytem to satellite system ( message inbox of satellite system)
> can any body tell the configuration of satellite system to see reply message from solution manager ?
There is no "message inbox" in satellite systems, but you can use the SAP Solution Manager to have a central access to all reported messages.
Configure Work Center "Incident Management" in SAP Solution Manager and grant access for message reporters.
See answers to similar question in accessing the service desk message from satellite system
Best regards,
Ruediger

Service Desk message forwarding to Central System

HI All,
We have a requirement as below. There a total of 5 different customer landscape, each with a solution manager .
Each customer raising tickets to thier own solution manager . The requirement is from each of those service desks, the tickets and its modifications must be synchonized with a central solution manager. The point is Not only the initial ticket, but all the modification of the ticket should reflect in central sol man. Also , there Solution managers are of different versions/support packs too.
Please throw some lights with the possible approaches .
Regards,
Nibu Antony

Hello Nibu,
It sounds very much like you are describing the VAR/Client Scenario for Service Desk.
Please review this post, particularly the resources listed by Ruediger and Rajeev
All relevant documents are available here:
http://www.service.sap.com/var-partner -> Setup Documents
This is the guide, you need to follow:
Configuration of Service Desk für VAR (ST400 SP18+) Sept 09
SAP Note 1023598 - SAP Solution Manager Service Desk for service providers
Expert Guided Implementation
This session will help you very much: Expert Guided Implementation for VAR Service Desk
General information should also be available through your Partner Service Advisor (PSA).
SDN forum for VARs: /community
Regards,
Paul

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
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Regards
Prakhar

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: Error in local message system: You do not have authorization

Hello experts,
i'm configuring support desk scenario. I think all is fine, but, when i try to create a message from satellite (R3 46C) to my SOLMAN the following error appears:
Error in local message system: You do not have authorization to create a notifica Message was not created. (Message no. B~ 088)
The user i use to create the message has the following roles:
SAP_SV_FDB_SUPPORT_LINE_ADMIN
SAP_SV_FDB_SUPPORT_LINE_LEVEL1
SAP_SV_FDB_SUPPORT_LINE_LEVEL2
Z_RFC
and SAP_ALL SAP_NEW profiles.
Anyone knows where is the problem?
Regards
Carlos Calle

Hi Carlos,
Role that allows processing messages is SAP_SUPPDESK_PROCESS. However from what I have understand, once End User enters and submits the message, he/she cannot edit the message anymore. Probably an email will be generated to him/her to notified of the message creation and for futher updates. I think end user should not be required to logon to Solution Manager. Key User i.e. helpdesk or SAP support staff will process(edit/change) the message instead.
If you want something else, I think you need to create a customise role maybe from SAP_SUPPDESK_DISPLAY or PROCESS and change the authorization values.
The below note contains latest authorization info.
Note 834534 - SAP Solution Manager roles in Release 4.0
Experts,
Correct me if I am wrong.
Regards,
Annie

Backup of solution manger system on DB2 and windows.

Hello Gurus,
I am new to this DB2 database. I have newly installed the Solution Manager 7.0 on windows 64 bit EE and DB2 V9.5 UDB. I am not able to take full backup by choosing the action 'Database Backup to Device'. I am also confused for what value to be entered for Number of Buffers,Buffer Size,Parallelism,Priority in Action details. I am getting the following error in Action log tab.
Message
Job started
Step 001 started (program RSDBAJOB, variant &0000000000000, user ID BASIS)
Backup_Dev:Database Backup to Device
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Backup_Dev:Parameter RUNTIME has not been set
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Backup_Dev:Parameter UTIL_IMPACT_PRIORITY has not been set
Backup_Dev:Parameter FILE_PATH has been set to "H:\BKUP_251108"
Backup_Dev:Command ' 'failed
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Backup_Dev:Exception CX_DBA_JOB in class CL_DB6_JOB_BACKUP
Backup_Dev: Kernel Error ID:
Backup_Dev:SYSID:
Backup_Dev: SY-SUBRC: 1208
Backup_Dev: SY-TABIX: 0
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Backup_Dev: Database:
Backup_Dev:caused by
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Backup_Dev: Kernel Error ID:
Backup_Dev: SYSID: SMS
Backup_Dev: SY-SUBRC: 1208
Backup_Dev: Message: ADBC error
Backup_Dev: Command: BACKUP DATABASE SMS ONLINE TO"H:\BKUP_251108" COMPRESS INCL
Backup_Dev:UDE LOGS
Backup_Dev: Database:
Backup_Dev:caused by
Backup_Dev:Exception CX_SQL_EXCEPTION in class CL_SQL_STATEMENT
Backup_Dev: Kernel Error ID:
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Backup_Dev:w=1
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Backup_Dev: Unknown Connection: No
Backup_Dev: Connection Closed: No
Exception CX_DBA_JOB in class CL_DB6_JOB_BACKUP method line 40
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Job finished
Please suggest me what to to resolve this problem. Is there I need to set the perticular db parameters settings by changing default one. Also please tell me any special post installation activity required for DB2 database after installation unlike Oracle or SQL server.
Please Reply.

Backup_Dev: SQL Message: SQL2413N Online backup is not allowed because the dat
Backup_Dev: abase is not recoverable or a backup pending condition is in effect ro
You are cyclically overwriting your log - that´s why you can´t do an online backup. To change that, you have to configure logging properly and then do an offline backup first. After that you can do online backups (also see https://publib.boulder.ibm.com/infocenter/db2luw/v9r5/index.jsp?topic=/com.ibm.db2.luw.messages.sql.doc/doc/msql02413n.html)
To get an idea what you need to do configure check the guide
https://www.sdn.sap.com/irj/sdn/db6
--> Database Administration Guide "SAP on IBM DB2 for Linux, UNIX, and Windows
Markus

Accessing the service desk message from satellite system

gurus ,
after creating a creating a service desk message to solution manager system via HELP->CREATE SUPPORT MESSAGE ,
how does the message creator from satellite system will view/change the message created by them at late point of time ?

Susin,
the problem is a commonly asked one that I get when I present the Solution Manager to customers. There is always the question: How can the user see the status of the ticket?
From my point of view you can give them access to the worklist but I guess it is really a pain for the user to log on to SolMan and to access the information from there through a complex transaction.
Alternatively to provide the user with access to the ticket system, you could consider sending out an email on (all or only critical) status changes from the system bei assigning an activity to the status change. That might be much easier for the user (and for you).
After looking at and working with work centres I think it would be worth to install the neccesary patch level. It is really beneficial, for the user reporting a problem, as well as for your help desk monitoring their issues.
Since it is a very common question, and Ruediger seems to be close to the source, can you (Ruediger) maybe provide some information how SAP is going to handle that in the future? Is SAP purely focussing on the work centers in Solution Manager, or is SAP planning on a track & trace possibility within the satellite system for the users?
I guess there is no easy solution to your problem, but maybe I was able to provide some ideas how to provide more funtionality.
Cheers
Markus

Define Service Desk destinition in Solution manger system

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