Solution Manager Service Desk - Segregation and Customization of HR Tickets

All -
The Solution Manager Service Desk is a great tool for incident management in a system landscape that includes SAP, as well as other technologies.
I wanted to find out whether tickets that contain sensitive information (HR-related) can be segregated and "hidden" from support team members that are not supporting any HR functions.
Also, is there a way, assuming tickets can be segregated by function or support team, that the email message users receive upon the creation of the ticket can be custom tailored?
Thank you in advance!
Scott Watson

Hi Scott,
Yes it is possible and there are various ways to achieve it
for e.g you can use the security concept below to hide from non relevant team members using
authorization object CRM_ORD_LP
check this link
http://wiki.sdn.sap.com/wiki/display/SMAUTH/CRM_ORD_LP
also this one
http://wiki.sdn.sap.com/wiki/display/SMAUTH/UC00035
hope this resolves issue
Regards
Prakhar

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While configuring the SolMan Service Desk Scenario (in IMG activities) "Basic BC Sets for Configuration" few doubts I have:
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SOLMAN40_SDESK_BASICFUNC_000
SOLMAN40_SDESK_ACT_ADVCLOSE_001
SOLMAN40_SDESK_ACTIONLOG_001
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Jose

Hi,
refer to following notes.
These BC sets actually carry out some standard setting across your system.
Note 898614 - Solution Manager Service Desk: BC sets
Note 931196 - New text types for Service Desk in SAP Solution Manager
Pls assign pts.

New Partner Function in CRM (Solution Manager Service Desk)

Hi CRM Gurus!,
Even if this problem is present in my Solution Manager Service Desk I'm creating this thread here in CRM Forum because I thin'k I need the experience of one CRM Expert. Í´ve created this question in Solution Manager Forum also but I hadn´t solved my problem yet.
We add the partner function called "Additional Partner", but I don't know why in the tab "Partners" in the CRM transaction we want to add a new partner but in the partners combo the new one does not appear in the list.
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Function: ZSLFN004
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00000001 Sold-To Party (CRM)
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Hi Vishant,
Thanks for your answer, but some one in the Solution Manager forum gave me the answer few minutes ago :). The problem was that in some transaction types (I don't know wich ones or if it aplies to all) the category 0008 - Person Responsible can only appear once, my partner function was a copy of the function SLFN0004 - Message Processor and that function is defined with the category 0008, so I had 2 partner functions defined in the category 0008.
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XI-Content for Solution Manager Service Desk

Hi Experts,
From an SAP course (SMO150) I am reading that XI-Content should be available for SAP web services. In particular I am interested in Solution Manager Service Desk content. (This course is on Solution Manager Service Desk).
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For an overview of the XI content currently provided by SAP, see the SAP Developer Network (SDN) under https://www.sdn.sap.com/irj/sdn. In the navigation area, choose SOA Middleware ® Repository-Based Modeling and Design. On the Repository-Based Modeling and Design page, choose SOA Business Content.
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Brodo

Hi Just try
Check this link
Service Desk
https://www.sdn.sap.com/irj/scn/go/portal/prtroot/docs/library/uuid/a281d7ea-0c01-0010-679d-b8c7fd120295
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How to create a New ' Support Team ' in Solution manager Service desk

Hi ,
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Vivek

Hello Vivek,
I am assuming that you have created BP for users. In this case right click on position assign Owner(Business partner).
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If you not created BP then you have to activate the integration between business partners and employees by setting the switch HRALX/PBPON to 'ON'
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also read the blog in my previous post.
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Shyam.

Solution Manager Service Desk & ChaRM Integration

Hi All,
I have query on integration between Solution Manager Service Desk & ChaRM. As we know u2013 it is possible to create a change request from service desk if the incident requires a change in the satellite system. In this case even we can see the list of all change requests (if we raise more than one) as connected / reference documents.
But we observe that it is possible to close the Service Desk request even if the ChaRM request is not closed / abandoned.
Just want to know if there is any configuration in Service desk, using which we can prevent the user from closing the incident in sevice desk till the time the ChaRM change request has not got closed.
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vithal

You can control using BADI development. Any Check or Save ( ORDER_SAVE ) badi you can write the condition based on the change document availablity.

Configuration guide on Solution Manager Service Desk Scenario

Hi all,
I have just setup a Solution Manager 3.2 system and have followed the configuration guide, SP9.pdf which directs me to use SPRO to configure it. However, after going thru the SPRO, it doesn't gives me specific steps to setup the Service Desk scenarios. I could not find any specifc steps on creating a service Desk, business partners or configuration on the satelite system. Please kindly provide me with the relevant guide. Thanks in advance.

Hi Guan,
I don't know if my message is being sent too late for you, but only now I read your question..
You have to go through Customer Relationship Management configuration in order to customize Service Desk and Change Request Management the way you need. Before, I believe you must have in your hands the specification of your Organizational Structure, who will be each business partner in your organization, with the correct responsibilities, then you draw the workflow you want to implement, which is the complete landscape, have your RFC connection to SAP working in order to send support messages to them (this should be ok if you already have SolMan working, it needs the RFC connection in order to update the services..). Once you define your processes, based on the ITIL, then you can start configuring your Service Desk. Inside the IMG of the SolMan->Service Desk you have the CRM steps you need (if you have SP09 or up), and the documentation inside the IMG are really useful. If you are not used to CRM, I suggest you take a look at the CRM Documentation, because most of the things are better explained there. Actions, Conditions for Actions, Business partners, Installed Base with default business partners, Solution Database..
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Best regards,
Raquel Cunha
São Paulo, Brazil

How to configure solution manager service desk knowledge base for customer?

Hi Expert,
How to configure u201CSolution Manager Service Desk Knowledge Baseu201D to allow Customer to check on the solution?
Can we make the Solution Database open for the key user? Can we add one link in the workcenter and the customer can search existing solutions before they create message to us?
Please advice,
Thanks
regards,
ng chong chuan

>
Chong Chuan Ng wrote:
> How to configure u201CSolution Manager Service Desk Knowledge Baseu201D to allow Customer to check on the solution?
>
> Can we make the Solution Database open for the key user? Can we add one link in the workcenter and the customer can search existing solutions before they create message to us?
Hi,
It's a good idea, but currently it's not yet supported.
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Error in Solution Manager - Service desk

Dear all Hi,
i need your help please.
i try to create o service desk message from an ERP system -> Solution manager.
when i have SAP_ALL (for the user in the Solution Manager system) the message is created fine
and i can see it and proccess it fine.
when i take off SAP_ALL i get the following error : 'Because of error 513, no message was created in Support Desk System'., even though i have the following authorizations to the user:
SAP_S_RFCACL
SAP_SMWORK_INCIDENT_MAN
SAP_SUPPDESK_CREATE
SAP_SUPPDESK_DISPLAY
SAP_SV_FDB_NOTIF_BC_CREATE
can someone please help ???
thank you in advance.
George

Please find the following points which cause error 513.
1. The client was not completely created by the copy of Client 001.
2. The BCOS_CUST table was not maintained correctly.
3. Missing authorizations for message creation (correct: roles copied from SAP_SV_FDB_NOTIF_BC_CREATE and SAP_SOL_SERVTRANS_CREATE or SAP_SUPPDESK_CREATE).
4. Incorrect action profile assigned for the message type SLF1 (correct: SMSD_ABA_MLDG_SERVICEVORGANG or SLFN0001_STANDARD_DNO).
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Solution manager service desk - configuration -pls help

Hi Forum,
I have completed basic configuration of service desk (solution manager 7.1) and able to realize things like create/process/confirm message and email notification after automatic support team determination (which works well based on component). However facing below issues and have few requirement.
1. Once the support team gets determined automaitcally based on component field 'Support Team' gets filled with a predeifined value which is obvious however furhter to that when i wish to change the 'Support Team' manually its grayed out i.e. i am not able to change it as it goes to non-edit mode. how to solve this issue?
2. In mail notification if message is raised from the satellite system or solution manager itself i am receiving the details of the system e.g. products installed and software components which makes message unneccesarily long. Can i configure system to produce e-mail noification without system info so that a notification can be kept short. (This is required as client needs to use service desk for internal purpose and not happy to see the system information as its increasing the length of the message)
3. While creating organizational structure in /nppoma_crm . i have created organizational unit/Support team/support employees..now in support team determination e-mail notification goes to the determined supoport team (to bp for which e-mail id is entered) however it doesnt goes to the employees mapped under support team as members (pls note bp for each member is maintained along with the e-mail id)
4. I would like to know the method used for automatic sold-to-party determination as like support team determination & is it possible to reset the number range as while test plenty of messages got created e.g. 8000000584/8000000585/8000000586 to be reset to 8000000001 again so client can start from 8000000001.
Please help by sharing your thought on this at earliest.
Regards,
Rupesh
Edited by: rupesh_modi12 on Dec 23, 2011 12:25 PM

Hi Jitu,
Thank you very much for sharing the links. However sad to say after succesful configuration still the issues mentioned below remains same :
1. Once the support team gets determined automaitcally based on component field 'Support Team' gets filled with a predeifined value which is obvious however furhter to that when i wish to change the 'Support Team' manually its grayed out i.e. i am not able to change it as it goes to non-edit mode. how to solve this issue?
2. In mail notification if message is raised from the satellite system or solution manager itself i am receiving the details of the system e.g. products installed and software components which makes message unneccesarily long. Can i configure system to produce e-mail noification without system info so that a notification can be kept short. (This is required as client needs to use service desk for internal purpose and not happy to see the system information as its increasing the length of the message)
3. While creating organizational structure in /nppoma_crm . i have created organizational unit/Support team/support employees..now in support team determination e-mail notification goes to the determined supoport team (to bp for which e-mail id is entered) however it doesnt goes to the employees mapped under support team as members (pls note bp for each member is maintained along with the e-mail id)
4. I would like to know the method used for automatic sold-to-party determination as like support team determination & is it possible to reset the number range as while test plenty of messages got created e.g. 8000000584/8000000585/8000000586 to be reset to 8000000001 again so client can start from 8000000001.
Regards,
Rupesh

Solution Manager - Service Desk

I have configured Solution Manager 3.2 for service Desk and have fixed all errors when creating messages except for one message, which I can find no solution to.
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Hi,
Have you customized the default product on the PPF - SMSD_ABA_MLDG_SERVICEVORGANG?
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Maria João Rocha

Solution Manager - Service Desk mail PDF

Hi,
When I use the email message creator button from the Service Desk Transaction Monitor, In my email account, the PDF displays the message details from the person who raised the message the system details and the message from the processor as expected however messages from SAP are not included in the PDF.
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Bilaal

heyyy..
"messages from SAP are not included in the PDF"....i didnt get you!!!!
or should i reframe your question as..."you dont want the pdf attachments ' as a content of youer mail.....
clear this doubt..i guess i CAN HELP you!!!!
ACHILLES!!!!

Solution Manager Service Desk authorization

Hi
We're in the middle of implementing service desk for key-user acess. I.e our key-users should be able to use the system to veiw tickets and to be able to respond and set some statuses.
The problem I have is to restrict the change authorization to only their own tickets. Anyone know if and how this can be easily done?
The idea is that the Key-User should be able to view all tickets to be able to find a soluton to their question before creating an incident but only to view all those tickets. When the Key-user has created a ticket he should be able to change his own ticket and for example to create a reply to service desk or set status to Solution Confirmed. We will be using both work centers and GUI acess.
Any ideas are welcome!!
BR
Andreas

S0004503877 wrote:>
> Hi Andreas,
>
> you can implement BADI CRM_ORDER_AUTH_CHECK, Method CRM_ORDER_ADD_AUTH_CHECK to achieve this.
> It is called on message display or edit in both GUI and Workcenter.
>
> Check if business partner of user is in partner function "Requester". If so, he has full authorization to edit.
> If not, he has only display authorizaiton.
> Create a new authorization object which is assigned to all non Key-Users. If the authorization check for this object is successful, the above checks are ignored and the user has full access (because he is no key user).
>
> Regards,
> Christoph
Perfect!!
Thank you very much, this did exactly what I was asking for!
Many thanks!
/Andreas

EMail into solution manager Service Desk

Technically it seems to be possible, to send emails to the SAP CRM system. But up to now I was unable to identify any possibility to create a message in the service desk by an eMail.
Was I just looking in the wrong places, or is there no possibility to do so?

Dear Mr. Mueller,
As far as I know from working as a Solution Manager Support consultant in SAP this functionality does not exist. Whether it is being developed by the Developement team in Germany or not I cannot say. I haven't heard any announcements from them about this.
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Sorry can't give you a better answer.
Yours truly,
Chang Yee Fong

Deletion of messages created in solution manager service desk

Hi All,
I have implemented service desk functionality on solman 4.0. and for the testing we have created a number of messages from the satelite system. now i want to delete the messages from the list in crm_dno_monitor list.
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Mahendra K

Hi Ben,
Thanks a lot for ur reply, but i have a few queries which have not been answered in the attached post.
after we confirm the message deletion from the table DNOD_NOTIF. but again when we go ot the message list and observe we still find the messages there.
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could you help me in resolving the same.
Regards
Mahendra K

Solution Manager Service Desk - Segregation and Customization of HR Tickets

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