Step by Step guide to implement Service Desk

Hi Gurus,
Can anyone send me the step by step guide to implement service desk solution include the configuration guide
please send to rsaravananr (at) gmaildotcom
Your help highly appreciatted and will assign point accordingly
Thank you

Hi
just have a look at following blogs
Service Desk Implementation Guide PART I
Service Desk Implementation Guide PART I
Regards,
Vijay.

Similar Messages

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

Estimated time to implement Service desk with ChaRM

Hi,
I am going to be involved in a SolMan implementation, covering more or less the whole standard scenario of Help desk and Change Request Management.
Apart from developments, approximately how much time shall I consider for the project, and what is the split for these two scenarios? We are going to manage a single R/3 instance with circa 20 SolMan users in SolMan. The implementation team consists of 3 colleagues, none of them is a real expert.
Sure no one can tell me exact numbers, I just need some good estimation.
Thanks in advance,
Ádá

I guess it should take minimum 4 weeks to understand the whole process and implement it without hassles, including any custom configuration which you would like to do for your organization.
Regards,
Sneha Vyas.

Implement the web-service API on an external service desk

Hi,
I want to implement the web-service API on an external service desk
system.
I am working with the IMG and got to the point where I define a logical
port. At this point I need the web-service to be implemented on the
external system.
I have web-service API documentation and also read note 962383 - but I
did not find any specific instructions how to implement the web-service.
Can you assist me with documentation for the web-service implementation
on external system procedure?
or if someone can share a step-by-step - it would be great.
Thanks,
Shelly

Hello Shelly,
Please use the following link to Read a blog Service Desk Implementation Guide Part II
Service Desk Implementation Guide Part II
This blog describes the following.
1) Integrate New data in the Service Transaction
2) Implement new action: send mail to creator on message modification.
3) Configure an interface to an external service Desk
4)Implement a new action that send the message to the external system and change automatically the status.
Hope it helps.
Cheers,
Satish.

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

Not able to see the Service Desk Message in "Solution_Manager"

Hi Gurus,
Can anyone help me solving my problem,
We are using Solution Manager 4.0, and want to implement service desk for our systems. I have configured the solution manager service desk and we are able to rise the message from satellite system to solution manager, but i am not able to see those messages in "solution_manager" transaction under service desk in solman, but those messages are reflecting in transaction code "dnotifwl" under "No Processer assigned" option of Personal selection>Notifications Tab.
Pease guide me to resolve the problem.
Thanks,
Krishna.J

Hi Nico Effenberger ,
Thanks for ur reply,
1.have not copied slfn to zslf but modified the entries of slf1 and using directly. When i try to copy either it is copying only the entries or saying Entry zslf does not exists in DNOC_TYPE_NOTIF.
2. I am having full authorisation sap_all, and sap_new for my system
3. yes i have created a slfn based on this slf1 messages.
It will be very helpfull if you could send me any doc related to solman service desk configuration you have done.
thanks & regards
Krishna Joish

How to analyze and evaluate Service Desk Tickets

Hi folks,
we are running SolMan 4.0 SP12 and I implemented Service Desk as well as ChaRM.
For ChaRM I copied SDHF (Urgent Correction) to ZDHF (does not work properly right now, but I won't give up on that..).
My question: how do I evaluate those processes? For example it would be nice to know..
- how long has it has taken to solve a problem?
- how much cost was generated?
- does the Support Team work efficient?
- where are the bottlenecks in the whole workflow system?
Are there any transactions who deal with the given information to answer those questions? Maybe in a management-friendly way?
If not, does anybody know in which tables this information is saved?
I was searching over and over but it is very hard (impossible?) to gather relevant information concerning SolMan. Forum Points will be rewarded as a matter of course!

Hey Dirk,
You need to go for some Zdevelopments to suit your requirement...
There is SAP Standard report named RDSWP_REP_SERV_DESK, it can be used for various Type of analyses....
Just try out and let me know if this is helpfull..
There are no other Standard reports which would do this for you..
Let me know how it goes...
And plz reward for usefull post...
Regards,
Anand....

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

Service Desk Escaltions First Response Escalate to line manager

Hi Experts
We have successfully implemented Service Desk in Solution Manger. We just have a few problems with regards to escalations.
1. Sap Standard only allows you to escalate to one partner function, we would like to first response and completion deadline missed to escalate to the line manager
as well the message processor, can you please assist on how we can achieve this?
2. With regards to the first response time, when an incident is created is created the message processor has 2 hours to respond before his call escalates, if the initial message processor
sat with the incident for an hour in new status and reassigns to the incident to someone else the second person only has an hour respond the clock does not start again for him and the
call escalates after an hour this is causing a lot of problems for all calls that are been reassigned people no longer have sufficient time to respond to calls,
Has anyone else had similar experience and what was your fix for this problem?
Thanks and Kind Regards.
Zak Kader

Thanks PP for some insights.
Maybe you can help in one more area,
Say we create a Service Order, the header and do not create the line item entry yet.
However, we need the dates (first response date) to feed to an outside system where we are
tracking our SLA's.
Do you know where the date logic is done to get the Frist response date. Any FM's being used
We would like this information as dates that we need are not created until the line item is entered.
We want to not have to create the line item but still get the dates and send them to another tracking system.
Any help on where SAP CRM puts this logic would be helpful
Thanks,
LA

Service Desk / DSWP settings unknown

I am just starting to configure Service Desk in SM4.0 SP12 using SPRO. Within the transaction DSWP, i am trying to create business partners by clicking on Edit / Create Business Partner i get a popup box saying "DSWP settings unknown". I am not sure how to proceed. Is there any configuration guides available for Service Desk Solution Manager 4.0? I see most articles for Service Desk are pointing towards to Solution Manager 3.2.

Hi Chris,
Please share your resolution.

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.
could someone help me as to how do i delete all the test messages created in the service desk.
Regards
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.
also how do we delete messages with status of 'External Processing' and the list only shows the messages which are outstanding the date.
could you help me in resolving the same.
Regards
Mahendra K

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

SU01 records for Service desk

Hi all. We are busy implementing Service Desk to receive service requests from all SAP clients in our landscape. I am unsure on how to setup the Business Partner and SU01 records on Solution Manager for key users (those who log service requests).
We will have 2700 key users (users that can log a service request) on various clients and our testing have shown that the service desk cannot recognise/validate the user unless they have an SU01 and Business Partner record on Solution Manager. In our scenario these users will never physically log on to Solution Manager as they do not perform any Service Desk function apart from logging requests from 3rd party SAP systems.
I was under the impression that you only need a business partner record for these users to be validated in service desk, but that seems to be wrong.
Is there anyone that can assure me that I do in fact need to create an SU01 record in Solution Manager for these users? If not, can you please advise as to how we can do it without an SU01 record for these users and only use Business Partner records?
Thanks for reading.

I don't have a working SolMan I can log into right now so the answer is general. You do not need an SU01 user for every message creator. You only need a user for message processors on the SolMan system.
Note: There has been a problem for many years that SAP just won't fix. In order to get the list of BP's automatically from the satellite systems you have to have the auth object S_USER_GRP in the satellite system, then the users appear in the BP create screen in SolMan. They need to put that auth in one of the SolMan satellite system roles.
Also be carful to set the right date range in the BP auto create screen so you get the full list of users.

Step-By-Step guides/links to implement Service Manager

Step-By-Step guides/links to implement Service Manager

Can you provide step by step instructions to build a model of my house?
i'm not being flippant or joking, the problem is really down to building a model of your IT Department in Service Manager. There is no step by step guide to model your businesses unique processes and procedures.
If you want to stand up an environment, so you can get familiar with the product and start modeling your environment, then you might want to start with some of the
Test Lab Guides, or contact a consulting company who can help you plan and architect your service book, delivery model and finally your SCSM environment. FULL DISCLOSURE: I am
such a consultant, so I might just be advising you to go buy my services.

Any step-by-step guide for implementing intermediate event?

Hi All,
I am trying to implement intermediate event in my BPM and so far I have created:
1) An intermediate event
2) WSDL file
3) A message trigger
But I am not getting how to proceed further. In the following document I found that a context DO needs to be used: http://www.sdn.sap.com/irj/scn/go/portal/prtroot/docs/library/uuid/f0369539-e876-2d10-ef93-8f30e112ee6d?quicklink=index&overridelayout=true
But I am not sure which context it is referring to?
Is there any step-by-step guide to implement this? or any wiki link?
Ameya

Hi Ameya,
Follow below steps:
1. Create WSDL file
2. Create an intermediate event in process modeling screen
3. Click on Intermediate event> Properties>Event Trigger
4. TRIGGER Drop Down> New
5. Give Name to your Message Trigger>Next
6. SERVICE dropdown>Select the WSDL created> Finish.
And I suppose they have mentioned Data Object for using it in coorelation condition.
Correlation condition is a boolean test which should be True(default) for the ntermediate message to be triggered.
As there will be mutliple process instances, when PI (in your case) trigger the intermediate event (consume WS) we can give a correlation conditon to check whether it is for the right process instance.
In you case you can store the Request ID in BPM DO, and also request it from PI while consuming WS and validate it in correlation condition.
Regards,
Unni
Edited by: UnnikrishnanSreekumar on Oct 13, 2011 12:51 PM
Edited by: UnnikrishnanSreekumar on Oct 13, 2011 1:00 PM

Step by Step guide to implement Service Desk

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