Service Desk in Solutiion Manager 4.0

Hello,
I have problem with configuring Service Desk in Solman 4.0.
I have applied instructions from:
/people/federico.babelis2/blog/2006/04/14/service-desk-configuration-guide-for-dummies
and also done several things described on SDN in other topics connected with solman service desk:
Defined Service Desk Destination in the Solution Manager
IBase components are installed
Business partners are created
RFC connections are defined
PROBLEM:
When I want to create message form satellite system (it's SRM) I have following error message:
"Error in local message system; message 008000000140 incomplete"
Please help me
Kind Regards,
Jarek

Hi there Jarek,
I am having now exactly the same problem; i didnt know i could find the messages in solman with DNOTIF transaction.
I could before create support messages from my satellite system, by using RFC BACK connection as log on screen, so the user was able to log on and the messages was succesfully created. Now I am trying to use this RFC connection as not log on screen, with an automatically generated user (with the RFC wizard from SMSY transaction in solman), and im getting same error as you.
I dont know if these are related, but if my explanation can help ypu, or someboday else who knows can help us please
Thanks a lot in advance
regards
katia.

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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

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

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. ?
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Bhavesh

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

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

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

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

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...
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Service Desk Customizing in Solution Manager 4.0 SPS12

Hello,
I try to customize the service desk in solution manager SPS 12.
I follow the IMG :
1. General Settings of solution Manager (Profiles...) => OK
2. Connection to SAP => OK
3. System Landscape and Solution
    Only One system my solution Manager. => OK
4. Service Desk BC Sets => OK
5. Business Partner :
    I have created two key users (KEY_USER1 & KEY_USER2) as BPs (101 & 106)
    I have created One System Admin (ADMIN) as BPs (105)
    I have created two Message Processors (PROC1 & PROC2) as BPs (102 & 103)
    I have created one Org. as BPs 104.
=> OK
6. iBase
   I have initially created the iBase from my solution => OK
   I try to assign the partner to the iBase component => First Problem : the system do not propose the System Admin & key user function when I go to Goto->Partner. Do I miss something ?
7. Org Model
I try to create my Org. model as follow :
Service Desk (O)
         Team 1 (O)
             Processor1 (S)
                 SDUser1 (BP)
                     PROC1 (U)
         Team 2 (O)
             Processor2 (S)
                SDUser2 (BP)
                     PROC2(U)
=> Second problem : it is said in the documentation and in some blogs on the sdn, that when we create the root org, and the subsequent org, the system will create and assign automatically the BPs. That doesn't work in my system. I do not understand why. So I have assigned directly the position conatining the Users Proc1 & Proc2 as BPs.
8. Partner Determination
    Then I would like to assign automatically messages created by KEY_USER1 to PROC1 and messages created by KEY_USER2 to PROC2 depending on the user group they belong (or depending on the relationship they have with the messages processors).
    => Third Problem : I don't how to do it ! and i don't know what to do with the partner function Support Team.
Could someone help me.
Thanks in advance.
Guillaume Bruyneel.

hello,
I found some interesting information concerning the automatic creation of BP from the Org. Model :
I have activated the HR integration through :
IMG->CRM->Master Data->Business Partner->Integration Business Partner-Organisation Management.
And NOW the automatic creation of the BP is working !
I'm still trying to solve the two other problems.
Guillaume.

Prblem Service Desk configuration in Solution Manager 4.0

Hi All,
Here I have done the configuration of Service Desk in Solution Manager 4.0 by using the document which I have for release 3.2. However I have face some problem in Step Initially create and Assign the Satellite Systems as iBase C and Manually create and Assign the Satellite Systems as iBase Co .So I exclude above mention step. But still I am able to create the support message from Satellite Systems.
So can please let me know whether it will work fine in upcoming time or Do I need to test my Service Desk configuration for same.
Moreover please let me know how to test Service Desk configuration for real time environment.
Following are the step and problem which I face while doing the Service desk configuration.
STEP 1 #Initially Create and Assign the Satellite Systems as iBase C
To be able to use the Service Desk and Change Request scenarios in SAP Solution Manager, you need to define the Installed Base (iBase). 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.
The iBase components for the iBase structure SOL_MAN_DATA_REP (installation 1) can be created and assigned either automatically or manually. Note that these components and the assignments can only be created once automatically for every solution. To refresh your existing iBase data execute IMG activity Manually Create and Assign the Satellite Systems as iBase Components.
Requirements:-
You have defined your system landscape in the Solution Manager System Landscapes(transaction SMSY).
Activities:-
1. In transaction SOLUTION_MANAGER, open a solution.
2. Choose Operations -> Service Desk.
3. Choose Edit -> Initial Data Transfer for iBase.
The data is copied automatically. The iBase systems for the solution are automatically assigned to SOL_MAN_DATA_REP (installation "1"). An iBase component is created for each system installation number (which can be displayed by choosing System -> Status).
For each solution repeat these steps.
Problem in STEP1 :- I am not able to check the System  Status.
STEP 2 #Manually Create and Assign the Satellite Systems as iBase Co
In this IMG activity, you define the Installed Base (iBase) manually, i.e. 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.
Activities:-
1. In transaction Change Installed Base (IB52), use the input help (F4) to find the Installed Base with external ID SOL_MAN_DATA_REP.
2. Continue as follows:
 If SOL_MAN_DATA_REP does not exist:
a) Call transaction Create Installed Base (IB51).
b) Choose iBase Category 01 (Installed Base).
c) Choose Enter.
d) Specify the iBase header data in the iBase section.
e) Specify the external ID SOL_MAN_DATA_REP and enter a short description.
 If SOL_MAN_DATA_REP exists:
a) Choose iBase No. 1 (SOL_MAN_DATA_REP).
b) Choose the SAP WEB AS component.
3. To assign the systems as iBase components, go to the Text item tab.
Three components are included in the standard package.
4. Add all the satellite systems as text items to the table:
o Column Short text: Description of the system
o Column Identification: System ID, space, installation number
5. Save.
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.
Problem in STEP2:- Here I am not able to find Text item tab as per point 3 .
STEP 3 # Assign Business Partners to iBase Components
You need to assign business partners to the new iBase components.
Activities:-
1. In transaction Change iBase (IB52), choose Goto -> Partner
2. Assign business partners with the following functions to the new iBase component systems:
o Administrator
o Key User
o Sold-to Party
3. Save.
4. Repeat these steps for each iBase component.
Problem in step3 :- In IB52 t-code screen there no any menu path like goto  partner
Thanks a lot,
Harshal

Hi Harshall,
You have to enter the value as 1 in Installed base field and then press enter.
You will be taken inside and then you will be able to see the Goto - Partner screen.
Hope this will help.
Please reward points suitably.
Regards,
Naresh.

Is there any service desk guide for Solution Manager 7 configuration?

Dear Sir:
I would like to configure the service desk of solution manager 7.
but all i found documents are for solution manager 4.
the IMG setting and other steps are quite different...
wondering is there any new guide or step by step documents for specific solution manager 7?
Regards
Jack Lee

hi,
There is no direct document which is that much specific
Have you checked this document
https://websmp101.sap-ag.de/~form/sapnet?_SHORTKEY=01100035870000722612&_OBJECT=011000358700000122472008E
U can follow the steps and if u dont find any node u cn search in SPRO
in solman 7 mainly all the activities are under the node SPRO->scenario-specific->service desk
rest check this
Service Desk: Support team determination
/people/dolores.correa/blog/2007/10/06/service-desk-support-team-determination
Service Desk Implementation Guide
/people/bruyneel.guillaume/blog/2008/05/02/service-desk-implementation-guide-part-i
/people/bruyneel.guillaume/blog/2008/06/13/service-desk-implementation-guide-part-ii
Hope it helps,
Regards
Prakhar

Service desk integration with 3rd party tool

Hi all,
I've problems understanding the setup of connecting a 3rd party service desk tool with solman itsm.
So far it's clear that I need to activate and configure the service provider and consumer in soamanager.
The webservice then will be called by the 3rd party tool with corresponding data.
However, according to spro I need to define a value mapping for incoming/outgoing calls.
I do not understand this mapping... the WSDL of webservice ICT_SERVICE_DESK_API contains lots of fields, but in spro -> value mapping I can only define the following fields (which are hard coded in type pool AIICT):
SAPCategory
SAPComponent
SAPDatabase
SAPFrontend
SAPIncidentID
SAPIncidentStatus
SAPInstNo
SAPOperatingSystem
SAPSoftwareComponent
SAPSoftwareComponentPatch
SAPSoftwareComponentRelease
SAPSubject
SAPSystemClient
SAPSystemID
SAPSystemType
SAPUserStatus
What about attachments, priority etc.?
Will the interface parameters mapped to these ones?
For what purpose do I need to maintain the value mapping?
Can you give me a hint?
Regards, Richard Pietsch

can you please check the WIKI Solution manager Service Desk Integration with third party service desk - SAP Solution Manager - Security and Authorizat…

Service Desk - need IB52 iBase "partner assignment" mass change

Dear Ladies and Gentlemen,
We are using SAP Service Desk in Solution Manager 7.0 EhP-1.
There are many satellite systems connected to SolMan using Service Desk.
Of course all of them are setup in SMSY, have a valid iBase entry in IB52, and have the "sold-to-party" assigned in IB52 -> Goto -> Partner.
Now we need to assign a new business partner as "sold-to-party" for all these systems.
We do not want to rename the current business partner, but have to assign a new business partner to not influence existing tickets.
Thus, manually we would need to go to IB52 and change the partner assignment in IB52 -> Goto -> Partner and enter a new value for all the systems.
Q: is there a way to perform a mass change for the "sold-to-party" partner assignment of the iBase entries? Is it possible to update or replace all or multiple existing partner assignments in iBase?
Many thanks,
Peter

Hi Christian,
Can you please tell me how did you create iBase for NON-SAP Systems? I know it is IB51/IB52? I am not sure what do you do after that? For an example I went to IB51 and create iBase number 403? now I go to IB52 and put the 403 in the installed Base field and click on Green arrrow to go inside correct? what do I do after that? where is the options to create the iBase name call "Network Group" ?
How did you solve your issue for not showing when you went to F4 in NOTIF_CREATE? was that authorization error? if yes, do you know the object name?
any help is much much appreciated
Thanks in Advance
Kumar

Service Desk: error while sending message to SAP

Hello Gurus,
I have configured Service Desk in Solution Manager. When i create a message in one of my Satellite Systems the message appears in Solman but when i try ro send the message to SAP i get the following error.
"You do not have authorization to Send or Compare a notification"
The user has SAP_ALL and NEW and the same has been maintained in AISUSER table. After i get the error i executed SU53 but there are no missing authorization.
Can someone please tell me what the problem could be?
Regards
Anil Verma B

Hi,
Apart from the SAPOSS, SAP-OSS, SAP-OSS-LIST-01 rfcs, pls ensure the basic authorizations for solman has been verified and given.
SAP_SUPPDESK_ADMIN
SAP_SUPPDESK_CREATE
SAP_SV_FDB_NOTIF_BC_ADMIN
Please also verify if you had the BADI settings done correctly as per note
1140822 SAP customer number for installation number &1 unkn
Hope this helps.
Cheers
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Service Desk in Solutiion Manager 4.0

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