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
Regards,
Bhavesh

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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

CooK Book for Service Desk in Solution Manager

Hi,
Can anybody send me the Cookbook for Solution Manager Service Desk. I need it immediately. Thanks in Advance.
Ajay

Check transaction SPRO - IMG
Follow it as given, this is the "cookbook".
Markus

CRM Related Questions for Configuring Service Desk in Solution Manager

Hi All,
We have 3 requirements while configuring service desk in solution manager:
1) Is there any possibility that we can restrict view of messages in solman for different teams. E.g: Finance Support team should not view message raised for Material Management Team ?
2) Is there any possibility in service desk that we can assign message on the basis of location e.g: message raised for finance from location A should go to different support team of finance and for location B, it should go to different finance team ?
3) Is there any possibility that we can make some question necessary while user is raising very high priority message from satellite system e.g: when we raise Very high priority message on service market place, we need to answer few mandatory questions ?
I tried to search these functionality in standard scenario but I am not able to find something relevant. Please suggest.
Thanks
Sunny

Hi Rama,
I Need to configure the feature to generate a ticket to SAP directly in VERY HIGH priority.
Could you please help me out into this. If you have any doc related to that Please send me.
Thanks in Advance!
Regards,
Prabhat Singh

Configuration of service desk on solution manager 4.0

hi all
plz tell me how to configure service desk on sol 4.0
The available guides for 3.2 is not helping for 4..
plz tell me from wer i can get a proper guide ...
Thank you

Hi,
Congrats that you are into Solman 4.0 We have got Hardship ahead.
As first thing you need to Define Service Desk Destination in the Solution Manager.
then define number range for message types.
Also take care that your IBase componants are intalled, Create Business partners.
This will enable you to create support message and keep exploring.
In the process if you get any runtime error you may need to apply some patches.
Hope this will help you.
Feel free to revert back i hope i can help you.
--Ragu

SAP Attributes of Service Desk in Solution Manager

Dear all,
We are using the Service Desk functionality of Solution Manager to create issues out of the satellite systems directly in SolMan.
When opening a SolMan msg, navigating to 'Transaction Data > SAP Attributes', you have a field called 'System Type'.
I'm trying to find out how this field is filled out. I suppose this is done by the satellite system at the moment the msg is send to SolMan.
Already did some investigation:
- in the satellite systems:
t-code: USMM - System Type
t-code: SCC4 - Client Role
- in SolMan:
t-code: IB52 - no system type attribute found in the IBase
We have one system where none of the system type is set to 'Production', but when raising an issue in SolMan system type 'Production' is choosen.
Anybody an idea where this info comes from?
Thanks a lot!
Roel

Hi Roel,
quick answer since I have been trying to find some answers about Service Desk myself.
Anyway, I would double check again the satellite system and make sure that the client you have logged on is the same like in the service desk message. Usually, the IBase number the last 3 digits will tell you, which client it was created in. There might be one client configured in SCC4 as productive client even though it is not a production server. I have that kind of situation with one customer environment. Once the sap router is up and running for this customer system, then I will see, if this actually does happen.
Otherwise, I would not have any ideas either.
Your welcome,
Markus

Implement Service Desk in Solution Manager 4.0

I have created the Business Partners, assigned the Key users, Message processors, and Organisation Units.
My Satellite Systems are also configured and able to send support messages to the Helpdesk system.
1) Please help me as to what does IB52 do and what does PPOCE do?
2) I am a bit confused, also what is the role of PPOMA_CRM?
3) How to activate Activate HR Integration, and what has that got to do with Service Desk?.
4) I have Created a New Organisation in PPOCE, and now donnot know how to assign a business partner to it?.
5) i have configured most of the service desk, and my messages are reaching the service desk screen in a folder SAP_SLFN_STAND, along with this i got a number of empty folders SAP_MY_SLFN_1 .... 6..A...G. How do i understand this?
6) If there is any document or a procedure as to how to go about this service desk configuration?

Hi,
Check
<a href="https://websmp203.sap-ag.de/~sapidb/011000358700001197002005E/Addtional_Information.pdf">This Pdf</a>
Go thru' the pages 7-10 for complete info on details behind Business Partner how to create etc.
Page 16-19,26 for some info on IB52.
Pages 20-21 for Info on Organizational Units.
<a href="http://help.sap.com/bp_crmv150/CRM_DE/BBLibrary/Documentation/C02_BB_ConfigGuide_EN_US.doc">This Document</a> for complete information on PPOMA_CRM, Organizational units. Really very good document which gives clear idea of what all you require.
This will solve your problem.
Feel free to revert back.
--Ragu

Accessing Component Information for systems connected to Solution Manager

We currently aggregate system component information for our ABAP systems through the following manual (and tedious) process:
Log into each ABAP system
Menu: System -> Status
Click Component Information button (magnifying glass icon)
Retrieve the information: Component, Release, Level, Support Package Name, Description.
Recently, we were drilling through Solution Manager Root Cause analysis -> Change reporting and noticed that this information is available for each system. In the ABAP-Software data store. This led us to consider if this information is contained within the Solution Manager BW cubes.
However when we looked at the SMD Change Analysis (thinking this would map to what we saw in the Change Analysis reporting), we didn't see this information.
So, the question is, does anyone have any thoughts were the Component information for systems is stored in Solution Manager? Ideally, we would like to tap into this source for our own custom report as opposed to retrieving it manually from each system as I described.
Thanks,
Jeff Henke

Hi Jeff,
the information about software components (and this is I think what you are looking for) is stored in the LMDB of Solution Manager. Each satellite system sends its component info into SLD (either in an external system or in Solution Manger itself). From there it is redirected to LMDB.
Try transaction LMDB in Solution Manager. There you have (depending on your SP-Stack) access to several reports to evaluate your landscape.
Best regards, Alexander

Regarding Service Desk in Solution Manager 4.0

Hi,
can anyone help in knowing the prerequisites for Solution Monitoring and Root Cause Analyses

Hi Eechaneri ,
What do you mean by prerequisites?... as far as i know this only need to be configured as they are part of Solution Manager as standart...
Regards
Juan

Documents for service desk and solman diagnostic

Hi All,
Am in the middle of configuring service desk and solution manager diagnostic.
Can anyone send me the documents to configure these please? You can send me the documents at k.imran at gmail.com.
Points will be awarded
Regards,
Imran
Edited by: Imran Khan on Apr 23, 2008 8:04 AM

Hi Imran,
This may sound familiar, but the best place that I keep using and recommending to all is
http://service.sap.com/rkt-solman
You have to supply your S user ID and password.
Once inside, you may select Solution Manager 4.0 and under the relevant headings, you'd find quite a lot of PDF and SAP Tutor files.
Best regards,
Srini

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

Delegation of BP/Message processor for service desk message?

Dear All,
How do you i perform the delegation of service desk messages in solution manager ?
Message processor will assign the messages to some other person before he/she goes on leave but what will happen to the newly assigned messages? (Processor is auto determined)
Is there any process thorough which message processor will assign substiute for a particular period ?
(like we normally do in R3 for processing workitems)
I tried to search the forum with the substitute or delegation word but was unable find the relevant thread. So posting a new thread.
Best regards,
Vinod.

Hi digesh,
Service desk and incident management are the same
Yes it is an old functionality and even was working earlier than workcenter
if ur workcenter is not workign no issues just goto BP for the person and then click tab relationships
now choose is replaced by and then bp for the new person who is replacing.
and similarly check or maintain REPLACES old person BP in the relationship tab of bp of the new person.
This is the idea and crux of ur solution which uses BP Relationship functionality
Hope ur prb is solved completely now
Regards
Prakhar

No users are shown for Service Desk functionality in SOLMAN 4.0

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.
If I change the data selection for an earlier time or leave blank, the situation does not change, meanwhile I have enough users in the satellitesystems.
How can this problem be solved? 
Thank you very much!
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.
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?
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

New componant list for service desk in Solution manager.

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