Service Desk for VAR - RFC Connections to customers

Hi all,
I'm trying to implement Service Desk for a VAR provider, however, I didn't found until now how to connect customer systems to Solution Manager in the VAR provider site.
I was able to create systems in SMSY automatically, as the Business partners and OSS users, but in SMSY the system has no Client (000,100,800) assigned and could not get it as no read RFC for system is maintained. Should this RFC be created using SAPSERV connection via marketplace (automatically or not) or using a simple direct SAPRouter connection to customer? anyone know how can I proceed or know some online documentation available?
Manually maintain this connections could be very anoing as we have a lot of customers and systems.
Thanks in advance for you help.
Best Regards
Pedro Rodrigues

Hi Pedro,
normaly you don't need those RFCs as a VAR, that's right. With the new note 1320545 you also get product versions updated from OSS into SMSY. However if you require all patch levels of your customers in SMSY to do MOPZ you need RFC or SLD connection. You can generate RFCs connections from the SMSY system client screen for ABAP instances. There is a button "Router information" where you can maintain your and your customer's SAProuter IP adresses. These will be included in the routstrings of the generated destinations. Of course this must be done manually for each customer system because SAP suport Portal doesn't know your customers passwords and routers.
Regards
Andreas

Similar Messages

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

Solution manager 7.1 Service desk can be used for multiple customers

Dear all,
Please help me on the below situation
we have configured solution manager 7.1 service desk for one customer , if we have 2 to 3 customers is it possible to use the same service desk
we have 900 ume client has give to customer A here he can raise the ticket and tickets are monitored easly ,if we have two to three customers
do we need create supperate client for them ? if we create supperate client
what about the ume
if we have in a same client for all the 6 customers , eod how to monitor the tickets ?
tickets are in a sequance order
example: customer a ticket number 800000801
customer b ticket number 800000803
after six months if the a customers want all the tickets how to get it ?
You can reach me on 9666633938
[email protected]

Hi,
If you want to send an email when the status is changed please do the following custominzing:
T.Code SPPFCADM
Select appl. CRM_ORDER and Define Action Profile
Enter into action profile SMIN_STD and copy SMIN_ STD_MAIL to ZMIN_STD_MAIL (Include "Z" into the description to identify later)
Select Schedule Automatically and Partner Dependant (select Reporter, Support Team...based on you requirement)
Check in Processing Type that Method, Class and SmartForm is assigned.
Now you have define the action profile.
Come back to T.Code SPPFCADM
Select appl. CRM_ORDER and Condition configuration
Active Technical Names and go trough SMIN_ STD, you should create here the action profile defined in the previous step. In the right side go to button "create" and select the action profile ZMIN_STD_MAIL.
Into this new step go to Schedule Condition Tab where you should create a new definition, when you want that the action is execute (button Edit Condition) where you should create a condition like:
USER STATUS = E0001SMIN0001 (E0001 is the status and SMIN0001 the status profile assigned to the transaction type)
Now you have schedule your action profile
The last work is to configure the t.code SCOT. It should be done by your basis team.
Regards,
Marta Prendes

SAP BO Data Services XI 3.2 - Cannot Handle Multithreaded RFC Connection?

Hi Guys,
Just want to ask for your inputs if Data Services cannot handle multiple RFC connection request to BW system?
The scenario is:
There is one BODI job using RFC connection and trigger the 2nd job at the same time and it happen that the 2nd job failed.
Current version of SAP BO Data Services XI 3.2 that we are using is 12.2.2.1
Thanks in advance,
Randell

Arpan,
One way to get to the multiprovider data is to use Open Hub with a DTP that gets the data from the multiprovider and exposes it as an open hub destination to Data Services. With Data Services XI 3.2 we now fully support Open Hub where Data Services will (1) start the process chain to load the data (2) read the data when process chain ended and (3) notify Open Hub when done so that the data can be purged again.
More info on Open Hub here : http://help.sap.com/saphelp_nw04/helpdata/en/1e/c4463c6796e61ce10000000a114084/content.htm
But I will also look into the why we show the multiproviders when browsing the metadata, but get an error when trying to extract using the ABAP method (not via Open Hub). You could be right in your assumptions below and we might just need to hide the multiproviders when browsing metadata.
Thanks,
Ben.
Edited by: Ben Hofmans on Jan 5, 2010 6:06 PM - added link to Open Hub documentation which references multiproviders as possible source.

Draft for RFC connection

Hi Experts,
could you write me pls a draft coding for an RFC connection?
Thank you!

You mean something like this:
CALL FUNCTION 'Z_FUNCTION_NAME' DESTINATION 'PRD'.
That's all there is to it. You just add the Keyword DESTINATION and the name of a destination mainted in SM59 to the CALL FUNCTION statement. Now that I have typed this, however, I question if this inquiry really belongs in the Web Dynpro ABAP forum. This seems more like a general ABAP question.
Hint - for WDA specific functionality you can use the Service Call Wizard to generate the context and the logic to call a RFC. Was that perhaps what you were refering to.

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

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

Unable to create tickt in service desk - Solution manage.

Hello,
I have implemented service desk ( Solution manager) and It is working fine for most of the system but i am getting error while creating a ticket in service desk for one system.
Due to some RFC connection problem i have regenerated the RFC ( trusted , Read and TMW) from Solman to Satellite system.
and now I am not bale to create ticket for that system.
Error message :
The URL http://cismp.cargotec.com:8014/sap/bc/bsp/sap/dswpnotifcreate/msg_new.do was not called due to an error.
Note
The following error text was processed in the system SMP : Error SYSTEM_CORE_DUMPED occured. P1=11
The error occurred on the application server cismp_SMP_14 and in the work process 0 .
The termination type was: RABAX_STATE
The ABAP call stack was:
Method: MSG_SUBMIT of program CL_DSMOP_BSP_NOTI_MODEL=======CP
Method: DO_HANDLE_EVENT of program CL_DSMOP_BSP_NOTI_CTRL========CP
Method: DISPATCH_INPUT of program CL_BSP_CONTROLLER2============CP
Method: DO_REQUEST of program CL_DSMOP_BSP_NOTI_CTRL========CP
Method: DO_REQUEST of program CL_BSP_CTRL_ADAPTER===========CP
Method: ON_REQUEST of program CL_BSP_RUNTIME================CP
Method: IF_HTTP_EXTENSION~HANDLE_REQUEST of program CL_HTTP_EXT_BSP===============CP
Method: EXECUTE_REQUEST_FROM_MEMORY of program CL_HTTP_SERVER================CP
Function: HTTP_DISPATCH_REQUEST of program SAPLHTTP_RUNTIME
Module: %_HTTP_START of program SAPMHTTP
Can any body guide me what should be done to resolve the issue.

Hi Prakhar,
As i mentioned workcenter is working fine for all other systems. and user have all roles same as in other systems.
BP is created and we are trying to create ticket from Solman itself so there is no point to maintain bCOS_CUST table.
but still we are not able to create ticket only for one system.
Error Message :
Error when processing your request
What has happened?
The URL http://cismp.cargotec.com:8014/sap/bc/bsp/sap/dswpnotifcreate/msg_new.do was not called due to an error.
Note
The following error text was processed in the system SMP : Error SYSTEM_CORE_DUMPED occured. P1=11
The error occurred on the application server cismp_SMP_14 and in the work process 1 .
The termination type was: RABAX_STATE
The ABAP call stack was:
Method: MSG_SUBMIT of program CL_DSMOP_BSP_NOTI_MODEL=======CP
Method: DO_HANDLE_EVENT of program CL_DSMOP_BSP_NOTI_CTRL========CP
Method: DISPATCH_INPUT of program CL_BSP_CONTROLLER2============CP
Method: DO_REQUEST of program CL_DSMOP_BSP_NOTI_CTRL========CP
Method: DO_REQUEST of program CL_BSP_CTRL_ADAPTER===========CP
Method: ON_REQUEST of program CL_BSP_RUNTIME================CP
Method: IF_HTTP_EXTENSION~HANDLE_REQUEST of program CL_HTTP_EXT_BSP===============CP
Method: EXECUTE_REQUEST_FROM_MEMORY of program CL_HTTP_SERVER================CP
Function: HTTP_DISPATCH_REQUEST of program SAPLHTTP_RUNTIME
Module: %_HTTP_START of program SAPMHTTP
What can I do?
If the termination type was RABAX_STATE, then you can find more information on the cause of the termination in the system SMP in transaction ST22.
If the termination type was ABORT_MESSAGE_STATE, then you can find more information on the cause of the termination on the application server cismp_SMP_14 in transaction SM21.
If the termination type was ERROR_MESSAGE_STATE, then you can search for more information in the trace file for the work process 1 in transaction ST11 on the application server cismp_SMP_14 . In some situations, you may also need to analyze the trace files of other work processes.
If you do not yet have a user ID, contact your system administrator.
Error code: ICF-IE-http -c: 011 -u: XABHYABH -l: E -s: SMP -i: cismp_SMP_14 -w: 1 -d: 20091006 -t: 141511 -v: RABAX_STATE -e: SYSTEM_CORE_DUMPED
Regards,
Bhavesh

Service Desk Configuration (Raising message from R3 system)

Hi,
I want to configure my R3 system, so that when I create a support Message it is reflected in Solution Manager.
I have done the following steps, in R3 system
1) Use transaction SM30 and modify BCOS_CUST table.
Entries in this table are
Col 1: OSS_MSG
Col 2: W
Col 3: SOLUTION_MANAGER (Not sure, what is the right entry for this column)
Col 4: CUST620
Col 5: 1.0
I am confused over the entry for Col 3:
In some postings I have seen that the value is SM_<sysid>CLNT<client>_TRUSTED, so assuming my Solution Manager SID is SL3 and Client is 100, the value for Col3 must be
SM_SL3_CLNT100_TRUSTED
Is the above assumption right?
2) Is it necessary to make entries for RFC destination in my R3 system using transaction SM59.
Also while creating the RFC Connection using transaction SM59 in the R3 system, it asks about the type of connection.
Which type of the connection, should be chosed.
Type :: Short text
I :: Connection to application server with same database
3 :: Connection to R/3 System
2 :: Connection to R/2 System
T :: Start an external program via TCP/IP
L :: Reference entry (refers to another destination)
S :: Start an external program via SNA or APPC
X :: RFC via special ABAP/4 driver routines
M :: CMC connection
H :: HTTP Connection to R/3 System
G :: HTTP Connection to External Server
Hope you can help..
Regards,
Vikas

Hi,
The third one is RFC destination which is a way of linking two systems providing there ip and login credentials.
When you create RFC in sm59 tcode you have to provide ip address and login credentials and a name,This name you have to provide in se11 bcos_cust table third field.
You have to create an R/3 or abap connection.check this for creating rfc connection.
http://help.sap.com/saphelp_nw04/helpdata/en/26/64f62cfa8911d386e70000e82011b8/content.htm
Check the following .
/people/federico.babelis2/blog/2006/04/14/service-desk-configuration-guide-for-dummies
in short first of all go to tcode sm59 create a r/3 connection to your server and provide a name to it.
secondly go to bcos_cust table and provide this name in the third field.
Please reward points if it helps.
Message was edited by:
Prakhar Saxena

Solman 4.0 Service Desk Error

We have recently installed Solman SR1, with sp level 8 in windows/oracle10g.
We have activated the SD as per the logs and in SPRO.
When we try to create a support message in crmd_order, we receive the below dumps. We have checked in SAP notes but there is no solution.
Can you please help us on the same.
Also if you have any documents related to activating service desk for solution manager 4.0, it would be of great help to us.
Please send the same to [email protected]
Thanks & Regards
Senthil
Runtime Errors         OBJECTS_OBJREF_NOT_ASSIGNED
Except.                CX_SY_REF_IS_INITIAL
Date and Time          30.05.2007 10:28:04
Short dump has not been completely stored (too big)
Short text
     Access via 'NULL' object reference not possible.
What happened?
     Error in the ABAP Application Program
     The current ABAP program "CL_TRIGGER_SELECTOR_PPF=======CP" had to be
      terminated because it has
     come across a statement that unfortunately cannot be executed.
What can you do?
     Note down which actions and inputs caused the error.
     To process the problem further, contact you SAP system
     administrator.
     Using Transaction ST22 for ABAP Dump Analysis, you can look
     at and manage termination messages, and you can also
     keep them for a long time.
Error analysis
     An exception occurred that is explained in detail below.
     The exception, which is assigned to class 'CX_SY_REF_IS_INITIAL', was not
      caught in
     procedure "SELECT_PROFILES_BY_APPL_REF" "(METHOD)", nor was it propagated by a
      RAISING clause.
     Since the caller of the procedure could not have anticipated that the
     exception would occur, the current program is terminated.
     The reason for the exception is:
     You attempted to use a 'NULL' object reference (points to 'nothing')
     access a component (variable: "LO_TRIGGER").
     An object reference must point to an object (an instance of a class)
     before it can be used to access components.
     Either the reference was never set or it was set to 'NULL' using the
     CLEAR statement.

> i configured in the child system the rfc connections before and also checked in BCOS_CUST table to make sure that this rfc connection is existing.
> but still i am not able to see the components in the solman.
> i do not have access to market place,
Interesting... so you won't be able to download (and apply) any necessary notes or get the documentation or necessary BC-Sets that are attached to notes...
> are there any other configurations i need to make in child systems. what transactions do i need to use in child systems to send problem ticket to service desk in solman.
You either doubleclick on the SAP icon in the upper right corner in the SAPGUI or you use the "help - send support message" menu.
This is all covered in the documentation.
Markus

RFC connection error (VPN-access)

Hi!
I have the following error for the RFC connection:
The RFC connection is setup as follows.
/H/10.101.7.1/S/3299/H/10.151.6.194
10.101.7.1 = IP of our SAP Router
10.151.6.194 = IP of customer system
The RFC connection is established:
SAP Router (intern) --> Target systems
The error is:
Logon     Connection Error
Error Details     Error when opening an RFC connection
Error Details     ERROR: partner not reached (host 10.151.6.194, service sapgw20)
Error Details     LOCATION: SAP-Gateway on host bksapp01 / sapgw20
Error Details     DETAIL: NiPConnect2
Error Details     CALL: SiPeekPendConn
Error Details     COMPONENT: NI (network interface)
Error Details     COUNTER: 592
Error Details     ERROR NUMBER: 10060
Error Details     ERROR TEXT: WSAETIMEDOUT: Connection timed out
Error Details     MODULE: nixxi.cpp
Error Details     LINE: 8777
Error Details     RETURN CODE: -10
Error Details     SUBRC: 0
Error Details     RELEASE: 640
Error Details     TIME: Thu Jun 19 10:42:42 2008
Error Details     VERSION: 37
Can some one help to solve the problem?
Thank you very much
Thom

Hi
Change the saprouter string to
/H/10.101.7.1/S/3299/H/10.151.6.194/S/32<system number>
and try !!!

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

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

Solution Manager 4.0 - Service Desk

When I try to create a support message in the system under help or by double clicking the SAP logo, I get the message "Customizing for feedback functionality missing".
I am testing to see how to create messages and resolve them in Service Desk because I will be using Service Desk for supporting issues, and raising to SAP.
I am unable to create a SAP support messages, so can somebody please help me to resolve this issue.
thank you
Bilaal

hi
Check the RFC destination in you r setallite system ...
SM30 and enter BCOS_CUST in table/view click on maintain ... here you should have RFC destination defined ... LIKE
Appl + Dest + +
OSS_MSG W SM_SS1CLNT120_BACK CUST620 1.0
Where SM_SS1CLNT120_BACK is your RFC destination to Solution manager system.....
Regards
Farooq

Created logical port via soamanagern, RFC connection missing

Hi,
I automaticly created a new logical port using a WSDL to use a Web Service in ABAP.
When I looked for the RFC connection (sm59) to maintain a user in the Logon & Security tab, I could not find the RFC Connection. Neither was a HTTP connection stated in the Administrativ Information of the logical port, as it is usual.
Am I missing something?
Thanks very much.

Andreas,
Sorry for the late reply. I do not get any error, the problem I have is that after the creation of the logical port through SOAMANAGER, I don´t see any RFC connection in SM59. I got information in other post I wrote, that I wont get that RFC connection because the auto creation of the RFC connection when a logical port is created has been discontinued in newer versions.
Now I have to check if there is something wrong with my network because I can not consume the webservice I need.
Thanks for your help.

Service Desk for VAR - RFC Connections to customers

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