SAP Component in Service Desk

Hi,
How can we customize the SAP Components in the Service Desk?[SAP Components which you select during the message creation].
Regards,
Cherry

Hi Cherry,
I forgot to mention you CAN'T in my last post
You can't modify or customize the same by configuration in spro
to do the same you need to go for a development like others suggested or
you can raise OSS message for the same.
Regards
Prakhar

Similar Messages

Integration SAP Sol Man Service Desk and HP OV Service Desk

Hi!
We have installed SAP SM 4.0 and we also use HP OV Service Desk 4.5.And now we want to integrate both this solution.
As I understand, the interaction is realised wia web interface
In pdf file "Incident Exchange Service between HP OpenView Service Desk 4.5 and SAP Solution Manager 4.0 Service Desk" I have read what needed interface (or service) is integrated to the HP OV SD. But our administrator of HP OpenView Service
Desk sad that where no this srvice.
Are anybody know how to integrate SAP Sol Man Service Desk and HP OV Service Desk?

Hello - the document is located at http://service.sap.com/solutionmanager - media library - technical papers - Service Desk WebServices API.
However, HP is CERTIFIED by SAP to connect to this SOAP interface - the only vendor so far (Remedy and Peregrine are in process.) HP has tested this interface at SAP and recieved certification several months ago.
I would have your HP person escalate this issue higher in HP.

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

IBase / Component for service desk messages

Hi experts,
we implement the service desk and facing the following problem:
if a message is created from a satellite system we would like the fields IBASE/component within the message to be filled during the creation of the message with the right ibase/component as it is defined in trans. IB52 . Instead of that we have zeros in both fields.
Has someone any ideas how to solve this?
Thank you in advance,
Roula

Hi,
You need to generate the ibase components.
Go to tcode : DSWP open your solution --> Edit --> Initial data transfer for ibase
This will generate the ibase components for the systems in that particular solution.
If the old ibase is existing then it will overwrite, duplicate ibases wont be created.
regards
Naveen

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

Service desk for non-sap (please - any inputs are welcome)

hi all,,
I know how to setup service desk for SAP use. Can some one provide me some tips on using solution manager - service desk for non-sap as well? eg: the company wants to use service desk for normal activities as well, as laptop not working, server down, other system issues etc.
The questions I have are -
1) Any specific structure to be created for the non-sap? The way we use in SAP specific environment is to use "SAP Components" while creating tickets. How can we create tickets for non-sap components? What will be the "responsibility" selection?
2) How about the Ibase? For SAP, the ibase already have the data from SMSY. How can I get data for non-sap systems? Anything is SAP to keep the Asset management data (like entries of laptops, servers etc)
Thanks for all the suggestions !!
JZKALH

Hi
You need to go for service desk XT which is the extension of service desk to manage non sap or IT incidents
Check below link
https://websmp110.sap-ag.de/_solutionmanager
Heterogeous system environments are a challenge for IT-service management in any company. The associated complex structures and varying forms of media often make it difficult to realize efficient service processes. With SAP Solution Manager Service Desk - Extended Usage (Service Desk XT), SAP offers a centralized support tool as a single point of access - for service requests and problem tickets related to SAP and non-SAP software.
The Single Point of Access for Support
SAP Solution Manager, which is a standard part of every SAP solution and therefore can be used by all SAP customers, supports users in SAP relevant service requests. The standard function of the service desk is restricted to service requests.
With Service Desk XT, SAP provides an extended support tool, which can be also used for general service requests, for example regarding IT or telecommunication equipment.
This priced add-on does not require additional interfaces to third-party products - the same service requests are used for SAP and non-SAP applications. This simplification is a benefit for your employees.
This solution has been created with IT service providers in mind, especially those which work within a company and currently do not have an IT-service desk application in place or would like to replace an existing system.
Also,
check this link
pg(46)
https://websmp205.sap-ag.de/~form/sapnet?_FRAME=CONTAINER&_OBJECT=011000358700000147532009E
Pg 52 onwards
https://websmp205.sap-ag.de/~form/sapnet?_FRAME=CONTAINER&_OBJECT=011000358700000059742008E
https://websmp205.sap-ag.de/~form/sapnet?_FRAME=CONTAINER&_OBJECT=011000358700000548652007E
Hope it helps
Regards
Prakhar

Service Desk: error in Sent to SAP configuration

Hi All,
I am trying to confugure Send to SAP option in service desk solution manger 7.0 SPS 17.
I am following SAP Note 1247502 for the same. But at the 3rd step i stucked as i am not getting method AISDK_SP_SEND_SAP in our solution manager system.
3. Call transaction SE19. Select 'Classic BAdI'. In the 'Implementation'field, enter AI_SDK_SP_PPF . Under 'Defined filters', add the method AISDK_SP_SEND_SAP and save this.
Can anyone please help me out in this.
Thanks,
Bhanu Pratap Singh

Bhanu,
Have you completed first two steps? Because 3rd step is dependent of first 2 steps.
You have to deactive this BAdI - AI_SDK_SP_PPF implementation as per step 2.
Then only you can able to add the method AISDK_SP_SEND_SAP as per step 3rd step.
You have activate the BAdI- AI_SDK_SP_PPF implementation again after adding this AISDK_SP_SEND_SAP method.
I followed these steps. I was able to add the method AISDK_SP_SEND_SAP .
Regards,
Sanjai

Service Desk Mail - Modify the subject -adding ticket number and descriptio

Hello,
I have activated the automatic sending of email when a new ticket arrives into the Service Desk. I am using the standard notifcation smartform However all the mails arrive in the inbox with the same subject, so no possibility of making a quick identification of the ticket.
I heard that is possible to add additional fields in the subject of the mail using some "&" parameters. However I do not have a clue where to modify and what type of & parameters are available. Is that I need to copy and modify the smart form somewhere??
I appreciate your inputs.
Regards
Esteban Hartzstein

Hi Esteban,
The subject line corresponds to the name of the smart form that you can maintain in the "description" field in the sap form builder. you can add dinamyc parameters to the subject by using the placeholder "&". e.g.: & | Action Required.
On se24, copy the class CL_DOC_PROCESSING_CRM_ORDER into the customer workspace (ZCL_DOC_PROCESSING_CRM_ORDER). then edit it and navigate to line 185 and change the following:
REPLACE '&' WITH ls_orderadm_h-object_id INTO ls_output_options- tdtitle.
Other example to use as subject:
Object ID + Priority + Description
Field description value: &1 | &2 | &3
On the class:
REPLACE '&1' WITH ls_orderadm_h-object_id INTO ls_output_options- tdtitle.
REPLACE '&2' WITH ls_activity_h-priority INTO ls_output_options- tdtitle.
REPLACE '&3' WITH ls_orderadm_h-description INTO ls_output_options- tdtitle.
More information on this on the book: SAP Solution Manager Service Desk - Functionality and Implementation
Hope I can help.
Regards,
Ricardo

Service Desk: Pricing data for partner could not be read

Hi all,
I am trying to configure the Service Desk functionality for Service Providers (on EHP1).
I follow the SAP Documentation (SAP Solution Manager: Service Desk for Service Providers) and SLA's made easy in SAP Solution Manager. Also some discussion threads helped me with some steps (I applied e.g. the recommendation from Pricing data for partner 106 could not be read. , but it didn't help).
I am facing some errors related to the CRM part of the configuration.
When I create Service Desk Contract (SLFV) in CRMD_ORDER, the error appears Pricing data for partner xxx could not be read. I checked the setting of BP and I am not able to find the reason, for customer's (sold-to-party) BP the sold-to-party > Sales Area Data the Sales Organization/Distribution Channel/Division are maintained. Which information for pricing is needed and where can it be configured?
Another error - I am sure it is related to the first one - the service contract cannot be determined in the service message (in Item details view under product). The error messages are about sales area/organization, so I suppose there is something wrong with the link Service Contract -> Business Partner definition.
Could you please help me what can cause the error?
Thanks in advance,
Vaclav

Hi Balaji.S,
my problem was solved when I double checked the settings of org structure. That means there must be a consistent setting for sales organization / distribution channel / division in businness partner (tcode BP), organizational model (PPOMA_CRM), product workbench (COMMPR01). The setting must be same for both the sales department of the service provider and the customer's company (I am sorry I am not CRM, so I am following just this simple logic)
In the long text of the error (in CRMD_ORDER) I could see "expected" combination for sales organization / distribution channel / division (message e.g. The access was carried out with sales organization 'O 50000613', distribution channel '01' and division '') -> when the org model was set up everywhere in this way, the contract was automatically filled by the organization data and in the next step the contract could be determined in the service desk message.
Anyway it took some time to find out the correct combination. Deeper CRM knowledge would help me much.
Vaclav

Service Desk: Basis Message has not been created

Hi Experts
After applying the laster patches on our SolMan (CRM Component) the Service Desk is not working properly.
When creating a ticket with TA NOTIF_CREATE the error message pops up:
Message 000000XXXX created in <SID> with the following error: Basis message has not been created.
We use the standard Notification types. Like SLFN and SLF1 (For ABA message)
In TA DNO_CUST01 there is the standard config. activ also standard Action Profile: SLFN0001_STANDARD_DNO
Number Range: 01
Application: DNO_NOTIF
In TA DNO_CUST04: PROCESS_TYPE: SLFN, RFCDEST_SOL_MANAGER: NONE
The ticket is available in the monitor TA, but the ABA Message is missing. All the details concerning the satellite System is missing too and can also not be maintained manually.
If someone has had this problem as well, I would be very interested to hear the solution.
Thank you very much for your help.
Dominik

Hello Dominik,
so log is red right like you have an error ?
I don t understand why you have this log though cause this message is 060 from class 'DNO'. And there is only 4 function calls that launch error with parameter you re facing (I_PARN) that concerns partners (actors of your ticket) !
And when putting a breakpoint in these 4 function calls and retesting; Solman, at least mine does nt go in any one of them.
You can maybe do the test on your side. The 4 function moduls are (tr SE37, first line each time)
DNO_DB_EX_PAR_USER_CHECK
DNO_DB_EX_PAR_USER_DISP
DNO_DB_EX_PAR_ADDR_CHECK
DNO_DB_EX_PAR_ADDR_DISP
Please put a break point in each one of them and launch transaction crmd_order again and retest.
Could you please confirm that Solman goes there and that parameter i_parn is actually empty...?
Regards
Khalil
Edited by: Khalil SERRHINI on Aug 2, 2010 3:08 PM

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

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,
Yan

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
Select the action - SLFN0001_STANDARD_DNO_CRM
in processessing type, change the container value to ZSFN.
Hope this will be helpful.
Regards
K.Kumar

Solution Manager Enterprise Edition - Creating Service Desk

Hi All...
Being a Channel Partner of SAP we have authority to sell sap licenses to our customers.
Now we want to setup a service desk for them in our Solution ManagerEE.
Could you please help me to understand....
1> I am not able to understand the extra functionality of SolMan EE with respect to Service Desk creation.
     Do we really required EE for Service Desk? or with just normal SolMan we can setup that?
     2nd is...
2> I am not able to understand how do I can create system in SMSY, because possibility of having same SID for any of our customers.
     I am not sure how do I can setup a Service Desk for each customers separately.
     If any one of you guys have did same kinda config. before, please guide me....
Thanks!
Amit
Edited by: amit bhisekar on Oct 28, 2008 7:12 AM

> 1> I am not able to understand the extra functionality of SolMan EE with respect to Service Desk creation.
>      Do we really required EE for Service Desk? or with just normal SolMan we can setup that?
SolMan EE has some additional functionality but that is not related to the service desk. A "normal" solMan is enough.
> 2> I am not able to understand how do I can create system in SMSY, because possibility of having same SID for any of our customers.
You can use SIDs like "SID_A" and "SID_B".
>      I am not sure how do I can setup a Service Desk for each customers separately.
Follow the IMG - and note 1023598 - SAP Solution Manager Service Desk for service providers
Additional info:
Out of my experience with the service desk: We are using it since SolMan 2.2 and if we could choose again we would definitely use a different product because
- as soon as you drift away a little bit from the standard configuration, that you can use by default (but often needs adaption) it becomes really complex. Support desk is based on CRM so make sure that you have CRM knowledge (including PPF) in house if you want to do the configuration alone
- after each service pack/support stack installation something is not working and almost each time we need help of the support (OSS/CSS) to get things fixed again
- Bidirectional communication is not possible, you can send answers/inquiries to the message creator but answers are not "automatically" put back into the system (e. g. Mail parsing). That is the biggest drawback
- The UI (if you use the GUI) is.. well... not really intuitive
Markus

Third Party Ticketing Tool integration with solman service desk scenario

Hi,
I need any guidance on integration Of third Party ticketing tools like OVSD with the SAP Solution Manager Service Desk Scenario.
Regards,
Kaustubh.

Hi Maheshwar,
What I am trying to do is, try to maintain the data like,,
Caller ID-- sender
Assignment of workgroup--
Search Code--
Priority--
and description--
now some of these are constants that we need not determine every time.
but my question is, can we maintain these as a set of parameters in the method definitionunder parameters tabjust similar to MAIL_HEADER...which is displayed in the mail alert.
we already have a scenario maintained in the HPSD where it reads the mail picks up specific content based on key words, and creates a ticket.
and If we can maintain these by modifying the method, then where can we maintain the multiple data/options for this
And also please send me what were the steps u have done.
U used a Z method or customized the Function module??
Bcz in my case I think I will have to do both..
Regards,
Kaustubh.
Edited by: kaustubh on Jun 19, 2008 6:32 PM

Strengths and flaccidities of Service Desk

Hi all.
In your opinion, what are common strengths and flaccidities of the Service Desk in the Solution Manager? What things are important to name when talking about the Service Desk and his strengths and flaccidities?
Thanks in advance.
Best regards, Daniela

Hi Daniela,
some hints on strengths of Service Desk within SAP Solution Manager.
- SAP Standard
- Part of Standard Maintenance (see SAP Note 628901)
- Messages can be created in any SAP System and will be saved in SAP Solution Manager.
Context data (system id, client, user, language, transaction, Kernel Level, Support Package level, ...) is collected automatically .
Attachments are possible
- Integrated Solution Data Base with TREX search
- Search for SAP Notes
- Flexible adaption via customizing possible.
- Forwarding messages directly to SAP (Service Marketplace)
- Open bidirectional interface to Third-Party Help Desk.
See further information in the following presentation:
www.service.sap.com/solutionmanager -> Media Library -> Use Case Presentations -> SAP Solution Manager - Service Desk
Best regards,
Ruediger Stoecker
Message was edited by: Ruediger Stoecker

SAP Component in Service Desk

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