Links/material are specific to Ticket/Incident management aspect of SOLMAN

Hi All SOLMAN Experts,
I have been recently assigned to a project which has lot of work in Ticket/Incident Management through SOLMAN.
I have never used SOLMAN. Can you guys guide me on links or material releated to SOLMAN and it will really help if
these links/material are specific to Ticket/Incident management aspect of SOLMAN.
Thanks in Advance,
Saket.

Hello Saket,
You can always check in http://service.sap.com/rkt-solman -> Solution Manager 7 -> Support Organizations / Service Providers
http://service.sap.com/solutionmanager -> media library -> How to also has some information about Service Desk
Also help.sap.com is useful. You may search within the Solution Manager area of help.sap.com
I hope this information helps.
Best regards,
Miguel Ariñ

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Hello Renato,
Please check authoraziton object b_userstat mentioned at belowed thread:
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Hi Folks,
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Points would be rewarded.
Regards,
Nikhil

Inicident Management in terms of ITIL is mapped to SAP Solution Managers Service Desk.
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http://service.sap.com/solutionmanager -> SAP Solution Manager -> Service Desk
http://help.sap.com/saphelp_sm40/helpdata/EN/6a/4b4713fc2e45ad921a20b0831d07a5/frameset.htm
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Gururaj Pai

In Screenshot, it was a typo error in Rule Name, should have been Lync P3(Stupid error from my side!) Is it a correct of targeting individual classes in routing rules? Because, Any class may contain lot of rules/monitors in it. And if we choose P2 incident
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Gururaj Pai

How do I setup multiple users to use one source but manage playlists separately? For example, play counts are specific to each user.

How do I setup multiple users to use one source but manage playlists separately? For example, play counts are specific to each user.

Hi,
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Can anyone give me the procedure for configuring the incident management in IC Web UI and what are the pre-req for configuration
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Hi ,
You can try two things:
1. Find a standard business role(in tx crmc_ui_profile) that has the links as you need
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Will we be able to link to a SPECIFIC TRACK in iTunes U?

In planning ahead, this question has come up:
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thanks in advance, Kathleen
IBM PC Windows XP
IBM PC Windows XP

I would assume that you could link to a store URL for a track if it was in your public instance (such as http://phobos.apple.com/WebObjects/MZStore.woa/wa/viewPodcast?id=136709067&s=143 441&i=5147220 which is also available at their website at http://www.chm.colostate.edu/podcasts.html) and that if it was in your private area behind a password & login it would make you do that first, but then continue to that link.
I notice that at http://www.apple.com/education/solutions/itunes_u/
it says that iTunes U has:
"Integrated podcasting support. Automatically generate a podcast feed from within any course.
# Protects your online learning investments. iTunes U complements learning management systems, including Blackboard, WebCT, and Sakai. Students can access iTunes U content from within these systems with one click."
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Incident Management in PLM 7.1

Hi Experts!
Does anyone have any experience in configuring Incident Management on the PLM 7.1? Is there a standard configuration guide?
Thanks a lot in advance!!

hello Irene
I am not sure what you would you are searching for. The new Incident management of SAP EH&S is descibed here:
http://help.sap.com/ehs-comp10
It is an add on on top of ECC 6.0 Enhp5 and to my knowledge require an additional license fee.
Clearly: you will find installation guidelines etc. in SAP marketplace
which Incident Managment do you would like to use ? Old or new one?
The old one is described e.g. here:
http://help.sap.com/erp2005_ehp_05/helpdata/en/8a/3b6e361b2fac0be10000009b38f839/frameset.htm
Chapter: Incident/Accident Management (EHS-IHS-IA)
I have not checked SAP marketplace,. A good check is to take a look at the "best practise" approach. Please check this FORUM; you will find links to the "best practise" approach. I assume that there could be something regarding the old incident management
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C.B.
Edited by: Christoph Bergemann on Nov 9, 2011 8:19 PM
Edited by: Christoph Bergemann on Nov 9, 2011 8:19 PM

Generic searches in Solman 7.1 Charm and Incident Management

Hi,
I would like to configure some GENERIC searches in the web UI for ChaRM
and incident Managment.
Something like:
Show all my Incidents
or
Show all my Change Reqeust
or
Show all tickets where I am a Change Manager.
Like it is possible in crm_dno_monitor or in the Workcenter.
Afterwards I´d like to share that with the global Sharing tool.
Does anyone know if that is possible?
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Hi thanks for your answers,
If I define a query in the workcenter, how do I get it usable in CRM WEB UI.
In CRM WEB UI I can define a search which shows every Change for a specific BP, but that does´t help me if I want to share this query. I need something which shows for every users his/her Changes.
I do not understand what you mean with 'How do I connect to CRM UI'. Via Internet Explorer.
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Report Assignment are getting dropped from report management

Hi Gurs,
For the Real Group substance, nine real substances has been assigned in report management. when Iam trying to create a report of new version for real group some of the report assignement are being dropped from real group. any idea why the reports are getting dropped.
Thanks in Advance
Thanveer Ahmed.

Hello Thanveer,
it seems to be that you are using SAP Enterprise Extension 2.0 (EH&S 2.00 version does not "exists" and has never been made available to SAP customers to my knowledge). This EH&S has been former known as EH&S 3.2. Actually EH&S does not get any version number any more.
Coming back to your question: the oss note you found seems to be the only one. I did the "same" research like you. So I have really no idea (may be place new OSS) because we are using an older EH&S version and there it works.
Coming back to your last remark:
Can you help me with all Functional scenario's for specification assignment on report management.
If you take a look in the actual help of sap you will find this page:
http://help.sap.com/erp2005_ehp_04/helpdata/en/a7/288aa30a6c11d28a220000e829fbbd/frameset.htm
(report Management (EHS-SAF-REP) => Report Managment Worklist => Specifiction Assignment
Here you will find a subchapter: Assigning specifications to reports)
In this chater this is explained:
Specification assignment can be defined differently for each report version. When creating new versions (or when replacing one version with another), the new report u201Cinheritsu201D the specification assignments of the previously valid report.
This reaction is what I would expact.
In my opinion the scenario which SAP describes there is clear enough. Again here is the story:
a.) you have a specification and you generate a report (first time). You release it (generation variant/Language combination) in version 1.0. Now in using cg50 you can enter on report header additionaly specifications regarding which the report is valid too.
Lets assume this: you have generated the report on specification A and added B and the report is "released". Now if you use cg54 and you use specification in an query A and B you will find total two released reports. The report on the level B is "inherited" from A (this is shown by using a different icon). Now if you generate version 1.1. on specification A (same geneartion variant etc.) the link to the specification B must be inherited to the new report header.
This functionality is in my opinion rarely used on SAP EH&S customer side. The reason is "simple".
a.) there is no mass update of specifications which should be added to the report header and the queriy which can be done there is "very" simple
b.) you need to take care about adding new specifications to the report header (becuase the version before does have a differnt number of specifications)
c.) the process to delete the link is not easy in daily work
In any case: please check the report distribution process. There are some pitfalls etc. inside so thet the report which is released on A can be used on B too in report distributon. Bit this is a different story.
To summerize: the process is in most cases to complex for normal EH&S users. Therefore other options should be analyzed.
With best regads
C. Bergemann
PS: you need to "save" the assignment in cg50; only an idea: may be you missed to do that
Edited by: Christoph Bergemann on Feb 13, 2010 9:41 AM
Edited by: Christoph Bergemann on Feb 13, 2010 10:00 AM
Edited by: Christoph Bergemann on Feb 13, 2010 10:00 AM

Incident Management System for Mobile Phone (Android and IOS)

Dear Solman Gurus,
We have already Incident Management System in our Solman 7.1 .
We are using it efficiently, but we want to use it in mobile phones also(android and ios).
Also we have a web link and we can manage our incident management system in this link http://xxsolman.xxxxxxxx.com:8006/support . We are using for WEB also for Incident Management System.
My question is ; how can i use it for Mobile Phone Operation systems(android and ios) ? Which guide should i follow ? Should i upgrade pacth or something in our solman ?
Looks like Android application is : SAP IT Incident Management
Best Regars

Hi Kemal,
You need to adopt the Mobile strategy for ITSM to use this. Broadly speaking, the ITSM apps can be accessible either via internet or intranet. If you plan to use the apps outside your company network then you would need Sybase tools to enable this as shown below;
The detailed information is available here
Mobile Applications for SAP IT Service Management - SAP IT Service Management on SAP Solution Manager - SCN Wiki
Regards,
Vivek

Ability to create GPOs, but only link them to specific OU

Hi guys,
Running a 2008R2 domain. I need to delegate the permissions to create new GPOs to a specific account, but I want that account to only be able to link them to a specific OU. I know how to delegate the link permissions to specific OUs, but
not how to delegate permissions to create GPOs without making the account a member of Group Policy Creator Owners which would give it ability to edit other GPOs. If anyone knows a way I can delegate permissions to create new GPO(bot not edit existing
GPOs), please let me know. I was checking the User rights Assignments in the Default Domain Controllers Policy, but not seeing the ability to add a user in there.
Dan
Dan Heim

Hi Dan,
If you want to delegate permissions to create GPOs, you can refer to the following steps:
1. Open Group Policy Management.
2. In the console tree, click Group Policy Objects in the forest and domain for which you want to delegate creation rights for Group Policy objects (GPOs).
3. In the results pane, click the Delegation
4.Click Add.
5. In the Select User, Computers, or Groups dialog box, click Object Types, select the types of objects to which you want to delegate creation rights for GPOs, and then click
OK.
6. Click Locations, select either Entire Directory or the domain or organizational unit containing the object to which you want to delegate creation rights, and then click
OK.
7. In the Enter the object name to select box, enter name of the object to which you want to delegate creation rights by doing one of the following:
◦ If you know the name, type it, and then click OK.
◦ To search for the name, click Advanced, enter the search criteria, click Find Now, select the name in the list box, click OK, and then click OK.
Based on my test, after delegating creation of GPOs to a user by following above step, the user will not have permissions to edit the GPOs that are not created by himself.
For more detail information about delegating creation of GPOs , you can refer to the following link:
Delegate creation of Group Policy objects using GPMC
http://technet.microsoft.com/en-us/library/cc739363(v=ws.10).aspx#BKMK_Addgroup
Best Regards,
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Incident Management sending EMAIL problem

Dear Solman Gurus,
We are using Sap Solman 7.1 incident management,
As screen shot maintained below. When i try to open a message there 3 options to use incident system. When i choose "Incident(VAR)(SMIV)" and "Support Message(SLFN)" not send automatic EMAIL.
But when i choose "Incident(VAR) V (ZMIV)" it sends EMAIL related to ticket owners. How can i activate sending EMAIL features for others ?
I need your help
Regards

Hello Kemal,
SAP suggest to use new transaction types sucha as SMIN or SMIV
1567003 - FAQ: ST710 Incident Management Frequently Asked Questions
SAP recommends that you transition from your old transaction types (based on transaction type SLFN) to the new ones.
Please check if configurationg is maintained according to blog
Sending E-Mail from Support Message
BR,
K.

Links/material are specific to Ticket/Incident management aspect of SOLMAN

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