Service Desk and Change Request Config document

Hi SolMan Experts,
Could you please help in getting Service Desk and Change Request Management Configuration document please !!!
Thanks in advance.
- Ignacio.

Hi,
Please get the stuff from the following sites.
1. http://help.sap.com/ -> SAP NetWeaver -> SAP Solution Manager
2. http://service.sap.com/solutionmanager
3. use tcode SPRO--> search for service desk and follow the steps.
4. use tcode SPRO--> search for Change Request management and follow the steps
Regards,
Srini Nookala

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Hi Gurus
I am New to Solution Manager 4.0 and i want to setup Service Desk and Change Request Management for my client. Any one help me to guide where i can start and after configuring how the functionality of service desk and change request management.
Can anybody send the documents with screen shot how to configure and how it lokks after Configuration.
My client requirement is he wants to make Service desk as a ticketing tool and Charm as Change management tool
Please help me
Piont rewarded for solution
Rajesh

Hello
I have configured Ibase for Charm, i followed spro config info as follows:
Manually Create and Assign the Component Systems asiBase
In this IMG activity, you define the Installed Base (iBase) manually, that is for refreshing existing iBases after solutions have been changed.
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.
For the Value Added Reseller (VAR), it is not absolutely necessary to manually define the iBase at this point. We recommend, however, that you carry out this step so that you have a functioning test scenario.
Activities
1. In transaction Change Installed Base (IB52), choose iBase No. 1 (SOL_MAN_DATA_REP).
2. Create under the IBase Header (SOL_MAN_DATA_REP) an IBase component, for example the SAP component system (SAP WEB AS) or use an existing one.
3. To assign the systems as iBase components, go to the Text item tab.
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Column Short text: Description of the system
Column Identification: System ID, installation number, client
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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.
If the identification is not entered correctly, the system cannot correctly identify the component from the incoming Service Desk message.
Its really good and I have set up the config in that way only.
If useful reward the points.
Thanks
Regards
Sharmishtha

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

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
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I would have your HP person escalate this issue higher in HP.

What is meant by change pointer and change request

hi,
what is meant by change pointer and change request in sap r3
plz can u any one notes or link on this , or if possible briefly tell about this..
i am looking for clear idea on this..
thanks
Ruban

With respect to Dictionary Change pointers means all the changes done to dictionary objects.
All the change logs with respect to tables are stored in CDHDR and CDPOS table
Change Pointers in broad sense are used with respect to IDOC
Change Pointers & Reduction of IDOCs.
Applications, which write change documents, will also try to write change
pointers for ALE operations. These are log entries to remember all modified
data records relevant for ALE.
Following Steps must be followed in case of Change Pointer.
1) Goto Transaction BD60.
Note down the Details of the Message Type for which change pointer has to activate. Details like Function Module, Classification Object, ALE object Type etc.
E.g. ZDEBP3
2) Next step is goto transaction BD53
Click on change button.
First select the segment for which the fields has to modified (either remove or
add ).
It will show the fields in a pop-up window where the user can select, deselect the respective fields.
Save the settings for the Message type. Dont forget to activate the change pointers by clicking Activate Change pointers button on the main screen.
3) Once the activation is done system will reset the settings for the Message type in Change pointers (BD60). Maintained the old settings for the Message type.
Check this FAQ
. Do you really need change pointers?
You need change pointers to distribute changes with the ALE SMD tool. If you do not use this tool, you do not need to write change pointers.
You can deactivate change pointers and activate them again with the transaction BD61.
2. Do you really need to activate change pointers for this messages type?
If some messages types are no longer to be distributed by change pointers, you can deactivate change pointers for this messages type.
You can deactivate change pointers for the message type
and reactivate them again.
For reduced message types, deactivate the change pointer with the
Reduction tool (transaction BD53).
3. Are there still too many change pointers to be processed?
The change pointers are analyzed with the transaction BD21 or the report RBDMIDOC in ALE and flagged as processed. If the change pointers are created periodically, this report should also run periodically.
4. Are no longer required change pointers reorganized in time?
The report RBDCPCLR (transaction BD22) to reorganize the change pointer should run periodically. Depending on how many change pointers are created or processed, you can schedule the background job hourly, daily or weekly. You should delete all obsolete and processed change pointers. You can also use this report for specified message types.
We come across change pointer technique while dealing with master data distribution thru ALE/IDOCs
When we want to reflect changes made to master data(i.e customer master, vendor master, material master ...) visible to other clients listed in customer distribution model, we follow change pointer technique.
What is customer distribution model?
A customer model depicts various messages (master data, transactional data) exchanged between the systems and establishes a sender and receiver of data
A customer model is always maintained on any system for the entire distributed network of SAP systems, so it must be distributed to various systems in the distributed network.
These r some details regarding change pointer technique which u may find it usefull.............
The change pointers technique is based on the change document technique, which tracks changes made to key documents in SAP, such as the material master, customer master, vendor master & sales orders. changes made to a document are recorded in the change document header table CHDHR, and additional change pointers are written in the BDCP table for changes relevant to ALE. BDCPS table stores the status of changed documents processed or not.
The process for distributing master data using change pointers involves the following steps.
The application writes change documents. SAP maintains change documents for
several objects in the system, such as materials, customers, invoices, and bank data, to provide an audit trail for changes made to an object. A change document object represents a set of tables for which changes are recorded. For example, the change document for the material master is named MATERIAL and it contains the various tables of the material master object, such as MARA and MARC.
When an application transaction makes changes to an object, the application writes change documents, which are stored in the CDHDR and CDPOS tables for each change made to an object.
Tip
Execute transaction SCDO to see a list of change document objects and
their tables.
The SMD (Shared Master Data) tool writes change pointers. When changes are made to an object, the SMD tool checks the ALE settings and consults the ALE distribution model to determine whether a receiver is interested in the object that was changed. If the system finds an appropriate receiver, the system creates change pointers in the BDCP table that point to change documents in the CDHDR table.
The ALE programs analyze change pointers and generate IDocs. SAP provides
standard function modules that read the change pointer table and generate IDocs for the objects that were changed. These programs are designed to ignore multiple changes and create only one IDoc. For example, if a material is changed four times before the function module is invoked, only one IDoc with the latest data from the material master data is created. The function modules are invoked by a standard report, RBDMIDOC. The selection parameters of this report allow you to specify the message type for which change pointers are to be analyzed. Configuration
you must carry out the following configuration steps to enable master data
distribution based on changes to the object.
Step 1: Enable Change Pointers Globally
Transaction: BD61
This option enables the change pointer process globally. Make sure that the flag is checked.
Step 2 :Enable Change Pointers for a Message Type
Transaction: BD50
This setting is required for activating change pointers for a specific message type.
make sure that the Active flag is checked for your message type.
Step 3 :Specify the Fields for Which Change Pointers Are to Be Written
Transaction: BD52
For standard master data objects such as the material, customer, and vendor objects, SAP already provides a list of fields for which change pointers are written. If you are satisfied with the standard set of fields, you can skip this step. If you want to add new fields, you must add entries for the required fields. If you are not interested in IDocs being generated for changes to a particular field, you can remove it from the list. For example, if you do not want to distribute the
material master for changes made to the Catalog Profile (RBNRM) field, you can delete this entry from the table.
Step 4: Changing a Field in the Master Data
Change a field in the master data object for which the change pointer is enabled. For example, if you change the net weight of a material in the material master data, a change pointer is written.
Tip : You can verify a change document and change pointer by viewing entries in
tables CDHDR and BDCP, respectively.
Step 5 :Executing Program RBDMIDOC to Process Change Pointers
Execute program RBDMIDOC to initiate the process of generating an IDoc. On the selection screen, specify the message type. For example, you can specify MATMAS. After you execute the process, it displays the number of entries processed.
Note :
Normally, you schedule this program to run frequently and start IDoc
generation for different message types.
Step 6 : View the idocs in WE02/05

Difference between task request and change request

What is the difference between task request and change request during sap implementation. In general how many tasks will generate during a normal company inmplementation by any functional consultant?

Hi,
Change request and task request are same.But generally change request is generated during newly created objects or reports that are transported and task request is used when u regenerate the change request by modifying that object again and transporting it in new change request.
A particular change request may contain multiple number of task request but that number depends upon number of objects u transfer during generation and transportation.
Pls do reward points if ans is useful.
Regards,
Suhas.

Confirmation of Support notification and Change request.

Hi Guru's,
In my clinets landscape we are using ChaRM for Change requests and Urgent correction. We have two situation here to handle.
1. I (Change Manager) should only be able to confirm a support notification if all the dependent/subsequent change requests have been confirmed
2. I (Change Manger) should only be able to confirm a change request if all the dependent/subsequent urgent corrections have been confirmed.
Request your help.
Vinod

Hi,
you can customize that your change request will automatically get a new status if the linked urgent correction reached a specific satus.
You can then do the same with support message and change request. This will lead to a chain where your support message is confirmed automatically if your urgent correction is confirmed.
Check SPRO - Make Setting for Change Transaction Types - Assign Actions "SET_PREDOC"
Best Regards
Daniel

How to give authorisation to create and change request?

How to give authorisation to create and change request? Which T Code is needed to create request and change request?
Rajkumar.

Hi,
For creating/changing/displaying change requests, you need to give access for SE01, SE09/SE10.
You needn't give access to transaction SE03 to all users, only super users should have that access from security point of view.
Regards,
Sarita

Diffenence between task and change request

What is the difference between task and change request? Is it possible to release a change request without releasing a task?

Tasks are a level under the change request. You can have multiple tasks under each change request. You can release a task without releasing the change request, but not vice versa.
Regards,
Rich Heilman

Difference between Customazation and Change request

Hi All,
Can anyone please describe the difference between Customazation and Change request?
Please provide with 2-3 examples with scenarios.
Edited by: 994943 on 20-Mar-2013 19:14

Hi All,
Can anyone please describe the difference between Customazation and Change request?
Please provide with 2-3 examples with scenarios.
Edited by: 994943 on 20-Mar-2013 19:14

What is the difference between task and change request?

Hi all
What is the difference between task and change request?
thanks all

Dear Ispit,
<a href="http://help.sap.com/saphelp_nw2004s/helpdata/en/19/3f5bf8a4b011d285090000e8a57770/content.htm">Request Types and Task Types</a>
<a href="http://help.sap.com/saphelp_sm32/helpdata/en/dd/cc86a571464559a2685a404397065b/content.htm">Change Transactions in Change Request Management</a>
For more information about the SAP Change and Transport System (CTS), visit the following link:
http://help.sap.com/saphelp_nw04/helpdata/en/57/38ddff4eb711d182bf0000e829fbfe/frameset.htm
Transport Request is generated in following scenarios:
1. Customizing Request - When doing or changing some customization.
2. WorkBench Request - When configuration is cross-client. Eg Generating new Table, making changes in access sequence, Abap development, etc.
Transport request is not generated for Master Data. For eg: Customer Master, Material Master, price master, etc.
Benefit of Transport Request:
SAP Landscape normally has 3- Tier system:
Development Server - Where customization takes place. Transport request is generated at this level & then first transported to Quality server for testing whether it meets the requirement or not. Once the requirement is met in Quality server then Request is transported from Development Server to Production Server (Actual / Live System)
Quality Server - Mainly useful for testing.
Production Server Actual / Live server, where the real transactions are created & posted.
Procedure to Release & Transport Request:
1. In development server, go to T.Code: SE10 & select the check box Modifiable & enter
2. In the next screen, you will see list of transport request created.
Note: Transport request consist of main request along with sub request. These sub request hold the object to be transported.
3. Expand the main request & you will be able to view the sub requests attached to main request.
4. First release the sub requests.
Note: To release the request, select the request ni & click on release request individually (Do not select release all request)
5. Next release main request.
6. Once the request is released sucessfully, imform the basis person to import the request to QA server.
or
If the authority is with you, through T.Code: STMS, select development server --> select request no & release to QA server. Here when it pops up client no, user id & password, maintain it of QA server & release the request to QA server.
Reward points if this is helpful.
Regards,
Naveen.

What's the difference between transport request and change request

Hi, I am reading TMS part of TADM12-1 now, and confused about two terms mentioned in this book, transport request and change request.
Is there any difference with them? Please advise. Thanks
James

In the context of course tadm12 transport request = change request

SCSM 2012 R2 Portal - Publishing Service Request and Change Request.

Dears,
Sorry for this questions, it is very basic.
I want links on how to create below things:
Create Cataloge about Services we provide such: Create VM, Delete VM, Create User and Mailbox, Add user to group
How to publish this request to Portal
Create Change request approval flow such: approve creating user and mailbox
How to publish above change request
Thanks

In addition to Thomas and regarding your assumption "I am not sure if the books help on this points":
In the
Microsoft System Center 2012 Cookbook in the chapter 5 starting on page 148 the detailed steps "how to create a request offering for a new user request" are described.
Each recipe in this chapter describes how to setup a request offering with all related components to get this done.
The recipes you need in this chapter are:
Creating Service Request templates, page 148
Creating Service Request activities, page 151
Creating Service Offering categories, page 157
Creating Service Catalog Request offerings, page 159
Creating Service Catalog Service offerings, page 167
Publishing Service offerings and Request offerings, page 176
Working with Service Requests in the portal, page 183
Creating Service Request notifications, page 187
There is only one minor mistake in this chapter on page 153:
"Unanimous (only one reviewer
needs to approve)" -> it must be "Unanimous
(all reviewers
must approve)"
I am pretty sure the recipes will work because I wrote the chapter. And sorry for the mistake on page 153! ;-)
Andreas Baumgarten | H&D International Group

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We have populated the business partners in Service Desk with data from Windows Active Directory, but this was a one-time import.
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Does anybody know if anyway to integrate Active Directory with the business partner records in Service Desk?
Thanks
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This was also our problem.
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Project Plan for Solman- BPM,Service Desk and CHarm etc

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Hari

Hi Hari,
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Also, if you could help on the following:
How exactly do we integrate with TMS after activating CTS in the maintenance project?
Regards,
Jamuna Nithyanandam

Service Desk and Change Request Config document

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