Configuration Service Desk for Value-Added Resellers (VARs)

September 2008

Contents
1 2 About this Configuration Guide ...................................................................................................3 Initial Configuration Steps ...........................................................................................................5 2.1 2.2 2.3 2.4 2.5 2.6 3 3.1 3.2 3.3 Initial Configuration Part I ....................................................................................................5 Implementing SAP Note 1023598 ........................................................................................5 Maintaining Profile Parameters ...........................................................................................6 Maintaining Logical Systems ................................................................................................6 Assigning S Users for SAP Support Portal Functions .............................................................6 Initial Configuration Part II ...................................................................................................7 Additional Transports for the Configuration.........................................................................9 Implementing SAP Note 1225682 for BC Set Activation VAR Service Desk ............................9 Checking the Settings ........................................................................................................11 Priorities ....................................................................................................................11 Required Business Add-In (BAdI) Implementations.....................................................11 Activating the Authorization Check for CRM Texts...................................................... 13

Configuring the VAR Service Desk................................................................................................9

3.3.1 3.3.2 3.3.3 3.4 3.5 3.6 3.7

Service Desk / Work Center - Assigning Attributes to Roles ................................................13 Activating the Work Center (Web User Interface) ..............................................................15 Publishing Solution Manager Services ................................................................................17 Background Jobs ................................................................................................................17 Synchronizing Messages from SAP Service Backbone .................................................17 Automatic Confirmation of Messages ........................................................................ 18 Synchronizing Data with SAP ...................................................................................... 19

3.7.1 3.7.2 3.7.3 4 4.1

Master and Transaction Data ....................................................................................................20 Automated Master Data Maintenance (Standard) .............................................................20 Generating Customer Numbers..................................................................................20 Creating RFC Connections to SAP for each Customer..................................................21 Downloading the Master Data from SAP Service Marketplace .................................... 22 Creating Key Users for a Customer Organization ........................................................27 Scheduling Background Jobs for Master Data Synchronization ................................... 32 Creating Business Partners for Customers .................................................................. 32 Creating Business Partners for Key Users ................................................................... 34 Message Processor .................................................................................................... 36 4.1.1 4.1.2 4.1.3 4.1.4 4.1.5 4.2 4.2.1 4.2.2 4.2.3

Maintaining Master Data Manually.................................................................................... 32

Frequently Asked Questions ...................................................................................................... 40 5.1 5.2 5.3 5.4 5.5 5.6 5.7 5.8 5.9 Possible Modifications to the Work Center Menu .............................................................. 40 What is Required, to Allow Key Users Access to the Work Center? .................................... 41 How Can You Check Service Desk Settings?........................................................................ 41 In Which Tables is Data Stored? ......................................................................................... 42 Prerequisites for the GoingLive Check Session ................................................................... 42 How are Views Set for Service Desk Users in the Work Center? ......................................... 42 Error Message DNO_150 ................................................................................................... 43 Archiving and Deleting Service Messages...........................................................................43 Problems with the REFRESH_ADMIN_DATA_FROM_SUPPORT Job .....................................44

1 About this Configuration Guide

This configuration guide describes, step-by-step, the activities you need to carry out to activate the VAR Service Desk functions in SAP Solution Manager. Section 2 describes the basic configuration settings in SAP Solution Manager and the standard Service Desk. These steps therefore form the basis for subsequent VAR configuration settings described in Section 3. Based on the implementation of SAP Notes 1084744 and 1225682, which describe how to automatically activate the Business Configuration Sets (BC Sets) for VAR configuration, steps are available for verifying the VAR settings. Activation of the Work Center and the maintenance of roles for VAR Service Desk users are also described here. Section 3 then describes background jobs and how to schedule them in terms of messages. Section 4 takes a comprehensive look at the generation and the maintenance of VAR master data. In this context, the key feature is the configuration steps required to initially load the VAR master data from SAP Global Support Backbone to the VAR's SAP Solution Manager. The background jobs required to continually automatically update the VAR master data are also described here.

Value-Added Resellers (VARs) are SAP partners that are the first point of contact for their customers' service and support issues. If a VAR has exhausted all possible solutions, it forwards the customer message to SAP Support Backbone, where it is processed further. The message processor is a VAR employee who is responsible for processing customer messages. Messages are currently processed on the SAP graphic user interface (GUI). Key users are employees of a VAR's customer. A key user therefore creates a customer message. He or she uses a Web interface (Work Center) in the VAR's SAP Solution Manager, to create a message.

The following prerequisites must be fulfilled, to avoid errors and problems during configuration. This configuration guide was created based on these prerequisites. These prerequisites apply for the following VAR configuration: SAP Solution Manager with Support Package 15 SAP Note 662441 SAP Solution Manager: SAP Notes on Support Packages SAP Note 949292 SAP Solution Manager: SAP Notes on the Service Desk The Implementation Guide (IMG) is a significant element in this description, which also covers the technical name of an IMG activity. The display can be activated as follows.

Figure 1 Displaying the Technical Name of an IMG Activity

2 Initial Configuration Steps

This section explains the general configuration settings for SAP Solution Manager, using the SAP Solution Manager IMG. The general configuration activities described below must be carried out, as a basic prerequisite for activating the VAR Service Desk functions. Note: If you have already carried out these basic configuration settings, or if these were delivered as part of the SAP Solution Manager Preparation Service (SMPS), for example, go directly to Section 3.

2.1 Initial Configuration Part I

Firstly, implement the activity Initial Configuration Part I (SOLMAN_FAST_CONFUSER) in the IMG.

Figure 2 SPRO Initial Configuration of Solution Manager

A wizard appears. It asks you to enter the data required, to automatically make the following settings: SAP Solution Manager - Create administration user SAP Solution Manager - Create communication user Create the remote function calls (RFCs) SAP-OSS and SAP-OSS-LIST-001, and store an S user

2.2 Implementing SAP Note 1023598

SAP Note 1023598, which has already been mentioned above, can now be implemented. This Note is continuously updated by SAP developers and linked to the latest notes on required corrections. When you implement SAP Note 1023598, all referenced Notes are automatically downloaded and activated one after the other. Some SAP Notes require manual corrections to be made retroactively. Read SAP Note 1023598 , to find out which notes you must implement manually for the Support Package version you have installed (except for SAP Note 1225682, which is discussed in Section 3 Configuring the VAR Service Desk). If it is not possible to connect to the SAP system when downloading the Note, the RFC connection SAPOSS must be tested, to check whether the S user and password are correct.

Once SAP Note 1023598 has been implemented without errors, you can continue making the general configuration settings, in line with the IMG (Figure 3).

Figure 3 Configuration Steps After Implementation of SAP Note 1023598

2.3 Maintaining Profile Parameters

Implement the IMG activity Maintain Profile Parameters (SOLMAN_MAINTAIN_PROF). In transaction RZ10, create the following profile parameters in the instance profile. icm/host_name_full = fully qualified server name icm/server_port_1 = PROT=SMTP,PORT= <> 0 for example: 25000 login/no_automatic_user_sapstar = 0 (prerequisite for logging on with user SAP*)

2.4 Maintaining Logical Systems

Maintain logical systems and assign these to the clients. To do this, implement the IMG activity Maintain Logical Systems (SOLMAN_LOGIC_SYSTEMS).

Figure 4 Defining the Logical System for the Service Desk Functions

2.5 Assigning S Users for SAP Support Portal Functions

In this step, each message processor is assigned an S user for SAP Support Portal. You can assign the same generic S user for each message processor. You can use the SOLMAN_COPY_AIUSERS report, to simplify maintenance of the AISUSER table. This report automatically generates the AISUSER entries. In this context, the same contact person (S user)

is entered for each user, in line with the template in the AISUSER table. SAP Note 1159944 is available for this report. To run the report, a template (Figure 5) must be available in the AISUSER table. This template is used to create the other users. The template is made up of the user and the S user (without the S and prefixed zeros).

Figure 5 Template for Generating AISUSER

The report can be called using transaction SE38 or SA38. To select a template, enter it directly, or select it using the input help (F4). You can use the options GEN_FRM and ADD, to control the addition of information from the template into the AISUSER table.

Figure 6 The SOLMAN_COPY_AIUSERS Report

You can use the multiple selection option, to choose the corresponding users in a user-friendly manner.

Figure 7 Multiple Selection of Users

2.6 Initial Configuration Part II

Use this wizard to implement the following activities: Activate BC Sets for the standard Service Desk Download the SAP components from SAP Service Marketplace Generate the Service Desk Screen Profile Copy the bills of material (BOMs) (complete standard Service Desk Customizing)

To do this, implement the IMG activity Initial Configuration Part II (SOLMAN_FAST_GENERAL_).

Figure 8 Initial Configuration Part II

If an error occurs when downloading the SAP components from SAP Service Marketplace, implement an authorization check for the RFC connection SAPOSS using transaction SM59. You have now made the required basic configuration settings for SAP Solution Manager.

3 Configuring the VAR Service Desk

This section outlines how to configure the VAR Service Desk functions based on the initial setup described in Section 2. SAP Notes 1084744 and 1225682 must be implemented in this context.

3.1 Additional Transports for the Configuration

SAP Note 1084744 describes the configuration settings for automatically sending messages with the priority Very High to SAP. It is valid for Support Packages 15 and 16. Two transports are attached to this Note. Transport these to client 000 in your SAP Solution Manager. This is a prerequisite for activating the BC Sets for the Service Desk's VAR Customizing settings. ! Do not implement the manual steps described in the Note, as they are implemented automatically at a later stage (Section 3.2).

3.2 Implementing SAP Note 1225682 for BC Set Activation VAR Service Desk
Caution: If you have already activated the BC Sets and made changes to the standard Customizing setting, these changes are lost. Customer-specific Customizing (Y*, Z*) settings are not lost. Implementation of the Z_VAR_CONFIG report as described below is valid for Support Package 15 Support Package 17, and replaces the IMG entries selected in the following screenshot (Figure 9).

Figure 9 BC Set Activation Using the IMG

Firstly, check whether the following settings have been made using transaction SCPR20: 1. Call transaction SCPR20. 2. From the menu, choose Utilities -> System Settings. o Change the entry: Activation links -> Do not create. o Save your changes. o Confirm the dialog box that appears. Create the Z_VAR_CONFIG report as described in SAP Note 1225682. To do this, your user must be registered with SAP as a developer for the SAP Solution Manager installation. Run the Z_VAR_CONFIG report. Use transaction SCPR20, to check whether the BC Sets have been successfully activated. You can ignore any warning messages (displayed in yellow) that appear during activation.

Figure 10 Displaying the Activation Protocol

The number of logs displayed is set to a default value of ten. You can increase this value to 20 or more.

Figure 11 Successful Activation of BC Sets

10

3.3 Checking the Settings

Once the Customizing settings have been successfully activated for the VAR Service Desk, implement the manual activities and checks described below.

3.3.1 Priorities
In the SCPRIO table, check whether the entries for priorities 1-4 match those displayed in the following figure.

Figure 12 Entries in the SCPRIO Table

If the entries in the table do not correspond to those displayed above, run the RDSWP_DELETE_SCPRIO report using transaction SA38. For more information on this report, see Note 964598.

3.3.2 Required Business Add-In (BAdI) Implementations

The following BAdI implementations must be activated, to ensure that the function runs correctly. Use transaction SE19 to check that this is the case (some BAdI implementations may already be active). Classic BAdI Implementation: AI_SDK_SP_RFC AI_SDK_SP_PPF AI_SDK_CRM_DNO_MON New BAdI Enhancement Implementation: AI_SDK_SP_RFC_RP

Note: If the BAdIs AI_SDK_SP_RFC, AI_SDK_SP_PPF, or AI_SDK_SP_PPF are not activated, you can only activate them using the SAP Solution Manager IMG. Therefore, implement the IMG activities Business Add-In for RFC Connections (SOLMAN_VAR_BADI_RFC), Business Add-In to Process Actions (Post Processing Framework) (SOLMAN_VAR_BADI_PPF) or Business Add-In for RFC Connections with Several SAP Customer Numbers (SOLMAN_VAR_SUSERRIGH) as displayed below.

11

Figure 13 Activating the AI_SDK_SP_RFC BAdI Using the IMG

Figure 14 Activating the AI_SDK_SP_PPF BAdI Using the IMG

Figure 15 Activating the AI_SDK_SP_RFC_RP BAdI Using the IMG

12

3.3.3 Activating the Authorization Check for CRM Texts

When you are editing a message, you can use the authorization object CRM_TXT_ID to check whether a user is authorized to display or change specific texts in a message. For reasons of compatibility, however, this check is only carried out if needed. For more information on the corresponding authorization object and its attributes, see Section 3.4. Implement the IMG activity Activate Text Types (SOLMAN_SUP_ACTIV_TXT), to activate the authorization check for texts.

Figure 16 IMG Activity Activate Text Types

3.4 Service Desk / Work Center - Assigning Attributes to Roles

Standard SAP roles are shipped for the VAR Service Desk. As described below, copy the roles into the customer namespace, and then modify the authorization objects. The following roles are shipped for key users: Key User SAP_SUPPDESK_CREATE SAP_SUPPCF_CREATE SAP_SMWORK_BASIC SAP_SMWORK_INCIDENT_MAN The following roles are shipped for message processors: Message Processor SAP_SUPPDESK_PROCESS SAP_SUPPCF_PROCESS SAP_SMWORK_BASIC SAP_SMWORK_INCIDENT_MAN Standard roles must be assigned individual attributes. The following authorization objects are relevant for the Service Desk. Authorization Object B_USERSTAT and B_USERST_T Description Authorization to set the status of a message. A corresponding authorization key is assigned in the status profile for each

13

B_NOTIF_IB B_NOTIF_BC CRM_ORD_PR CRM_ORD_LP CRM_ORD_OP CRM_TXT_ID

status value. Authorization for IBase components Authorizations for messages Authorization for transaction types -> Must be assigned values for the SLFN transaction type at least Authorization visibility organization model Authorization for own documents Authorization to display or change texts for a message

SAP Note 834534 also describes the roles required by the Service Desk and the Work Center. Figure 17 and Figure 18 show an example of the SAP_SUPPDESK_CREATE role, with attributes.

Figure 17 Transaction PFCG - SAP_SUPPDESK_CREATE Role

14

Figure 18 Transaction PFCG - SAP_SUPPDESK_CREATE Role

3.5 Activating the Work Center (Web User Interface)

To create a message, customers access a Web interface using HyperText Transfer Protocol (HTTP) or HyperText Transfer Protocol with SSL (HTTPS). The Work Center therefore acts as a central platform that customers can use to manage messages. To activate Work Center services, implement the IMG activity Activate Solution Manager Services (SOLMAN_WCS_SERVICES) in the Solution Manager IMG.

Figure 19 Activating Work Center Services

15

Use transaction SICF, to test the service, and use SERVICE and the service name WEBDYNPRO, to filter the service name AGS_WORKCENTER. Select this entry and then start the entry Test Service from the context menu.

Figure 20 Testing the Work Center Service

If the service was successfully set up for the Work Center, the Work Center logon screen should appear (Figure 21).

Figure 21 Work Center Logon Screen

To call the Work Center, you can use the URL or transaction SOLMAN_WORKCENTER.

16

Figure 22 The Work Center User Interface

3.6 Publishing Solution Manager Services

To ensure that all Service Desk functions (Incident Management) work correctly in the Work Center, activate the Internet services SYSTEM and WEBGUI in Solution Manager. To do this, call transaction SE80 and select the corresponding Internet Service in the Repository Browser, as displayed below in Figure 23. For the complete object, select Publish Complete Service.

Figure 23 Publishing Internet Services

3.7 Background Jobs

3.7.1 Synchronizing Messages from SAP Service Backbone
Use the RNOTIFUPDATE01 report, to synchronize messages between the SAP Solution Manager Service Desk and SAP Service Backbone. Plan this synchronization at periodic intervals (of 15 minutes), as described in SAP Note 781163. Figure 24 displays the recommended setting for the report variant. Select All Systems for the Source System field, to ensure that all messages are synchronized, irrespective of the system in which they were created.

17

Figure 24 Variant for the RNOTIFUPDATE01 Program

The following table provides an overview of the available settings and what they mean. Setting Unconfirmed Notifications Meaning If you select this field, only those customer messages that do not yet have the SAP status Confirmed are synchronized or downloaded from the SAP backend system. Create New If you select this field, and choose All Systems as the source system, all SAP Notification customer messages are synchronized. In this case, even those that are initially created directly in the SAP message processing system or on SAP Service Marketplace are synchronized. Source System You can use this field to specify which messages are reconciled, in line with their source. For example, if the setting CRM message is selected, only the messages that are sent from the Service Desk to SAP Support are synchronized. Messages must be sent to SAP using the Service Desk to be synchronized. SAP Customer As of Support Package Stack 16, you can use this field to define the customer Number numbers for which corresponding messages are synchronized with the SAP backend system.

Note: Plan this report with a user that is not to be used for a dialog logon. Furthermore, ensure that the user has sufficient authorizations to create and change Basis and CRM messages. For more information on the required roles, see Section 3.4.

3.7.2 Automatic Confirmation of Messages

The AI_SDK_SP_AUTO_CLOSE report can be used to automatically confirm customer messages that have not been answered or confirmed by the customer within a defined period. To do this, implement the IMG activity Set Up Automatic Confirmation of Messages (SOLMAN_VAR_AUTOCLOSE).

18

Figure 25 IMG Activity Set Up Automatic Confirmation of Messages

Here, you can define the status of messages to be checked. If the message is not changed within the defined time interval, the selected status is set. The following example shows a possible variant for this report. Check status: E0005 (proposed solution) Set status: E0008 (Confirmed) Interval: Once daily The following time intervals are hard-coded for the automatic confirmation of messages: Priority 1 2 3 4 Duration (in days) 14 21 45 45

3.7.3 Synchronizing Data with SAP

Sections 4.1.3 and 4.1.5 contain more details on other jobs and their functions as regards the initial or constant synchronization of data with SAP.

19

4 Master and Transaction Data

This section describes the activities required to create automated or manual master data for your customers in SAP Solution Manager. In this configuration guide, we recommend that you use the automated option for generating master data. The description of manual maintenance provided here is useful for tests.

4.1 Automated Master Data Maintenance (Standard)

The activation of the BAdI implementation AI_SDK_SP_RFC described in Section 3.3.2 is a prerequisite for automated master data generation.

4.1.1 Generating Customer Numbers

If you are registered with SAP as a VAR or Customer Competence Center (CCC), you can use the SAP Support Portal to determine all the SAP customer numbers that you support using the user provided by SAP. This S user is stored in the RFC SAP-OSS. Prerequisite: An S user, with a password that has authorization to display all customer information for the VAR customer numbers, must be available in the RFC SAP-OSS. Note: Refer to SAP Note 1151450, which provides information on managing several customer numbers.

Figure 26 IMG Activity Generate Business Partners from OSS (SAP Support Portal)

Call the IMG activity Generate Business Partners from OSS (SOLMAN_VAR_MAINT), to run the AI_SC_GET_SAP_CUSTOMER_NUMBERS report. This report writes all SAP business partners of the VAR to the V_AISAPCUSTNOS table. Once the business partners have been successfully generated, you must use transaction SM30, to check and maintain the V_AISAPCUSTNOS table. Use the Gen. All field, to determine the customer numbers for which the installations and S users are to be automatically created in SAP Solution Manager.

20

Figure 27 Displaying the V_AISAPCUSTNOS Table

Note: Alternatively, you can set the indicator for individual installations of a customer in the V_AIINSNRS table (if, for example, you only provide support for specific customer installations).

Figure 28 The V_AIINSNRS Table

4.1.2 Creating RFC Connections to SAP for each Customer

An RFC connection to SAP is required for each customer, to send customer messages to SAP. Note: The following configuration steps are valid up to and including SAP Solution Manager Support Package Stack 17. Firstly, run the SM_CONFIG_RFC report in Phase 1, as displayed below. This report reads all customer numbers from the AISAPCUSTNOS table and compiles a Microsoft Excel table for download.

Figure 29 The SM_CONFIG_RFC Report Phase 1

21

The locally saved CSV file must then be maintained. In this context, the S users of the customers are entered with the corresponding password.

Figure 30 CSV File for Generating the RFC Connections

In the next step, the fully maintained Microsoft Excel file is read using the SM_CONFIG_RFC report. To do this, run this report in Phase 2. The RFC connections (SM_SP_0000customer number) are created for each customer.

Figure 31 The SM_CONFIG_RFC Report Phase 2

Note: If necessary, use transaction SM59, to check whether an authorization check is successful for each RFC connection created.

4.1.3 Downloading the Master Data from SAP Service Marketplace

Prerequisite: The customer numbers or installations must be selected for generating the data as described in Section 4.1.1. The AI_SC_REFRESH_READ_ONLY_DATA report is used to create in SAP Solution Manager the corporate accounts that are assigned to your VAR. SAP Service Backbone is used to transfer the customer information. Before the corresponding background job REFRESH_ADMIN_DATA_FROM_SUPPORT can be scheduled, use transaction SMSY_SETUP, to make the following settings.

22

Transaction SMSY_SETUP

expert settings

Figure 32 Making the Expert Settings Using Transaction SMSY_SETUP

The following options can be selected in the expert settings:

Figure 33 Expert Settings in SAP Solution Manager

Option 1: Generating business partners from SAP Support Portal This setting determines whether a business partner (of the type organization) is automatically created for each customer number. To make this setting, enter the value C. This setting allows business partners with the SAP customer number and the ID type SP0001 to be created. You can then use this ID to search for a business partner. Option 2: Generating systems based on SAP Support Portal This setting determines whether the master data for your customers' installations is automatically created in the system landscape (SMSY) and installed base (IBase).

23

Value A: Systems are only generated if a three-digit alphanumeric ID was created for a customer in the V_BP_SPC maintenance view. This allows you to use the long system name to differentiate systems with different customer numbers. For example, the SOL system for the customer SAP is created as SOLSAP01. Value N: New systems are numbered sequentially when systems are generated. In this case, the SOL system would be created as SOL00001. This job is used to automatically run the two IMG activities Create "Organization" Business Partner (SOLMAN_SUP_SOLD-TO) and Data Transfer from OSS (SOLMAN_SMSYSETUP_OSS):

Figure 34 Creating an Organization and Transferring Data from SAP Support Portal (OSS)

The following tables are maintained using the report: AICONTACTS AIEXTROUTERS AIINSTACCESS AIINSTALLATIONS You can use transaction BP to check which business partners (of the type organization) were created for your customers. You could, for example, validate your address data here.

24

Figure 35 Automatically Created Organization in Transaction BP

Use transaction SM37 to plan the background job REFRESH_ADMIN_DATA_FROM_SUPPORT, with a user that is not to be used to log on to SAP Solution Manager. For this user, a corresponding S user must be maintained for each customer number in the AISUSER table. (Authorization of S user: System data maintenance for customer number) Summary: Set up a background job with a system user. AISUSER: One entry each: System user | Customer number | S user (for customer number and authorization for system data maintenance) In the same step, the IBase entries for installations are automatically generated. The business partners for the customers (organization) are also stored as "bill-to party" partners. This ensures that the bill-to party is automatically stored in a message when it is created. You can use transaction SMSY to check which systems are created, sorted by products.

25

Figure 36 Automatically Created Customer Systems in Transaction SMSY

Information on the customer systems that are stored in the IBase play a more significant role in processing messages. Here, each of your customer's installations is represented by a component. All components are structured and stored based on their assignment to a customer number. Use transaction IB53 to display the IBase. In the standard version, the IBase is represented by the external ID SOL_MAN_DATA_REP.

Figure 37 Displaying a Customer System in the IBase

26

4.1.4 Creating Key Users for a Customer Organization

The final step in automatically maintaining master data involves creating key users (end user) for a customer using the IMG activity Create Key Users (SOLMAN_SUP_BUSPART).

Figure 38 IMG Activity Create Key Users

The AI_SDK_SP_GENERATE_BP report is used for automatic generation. This report can also be scheduled for periodic synchronization in the background. Alternatively, you can choose to restrict the generation of business partners and key users for a customer number (for testing). Note: You can determine the customer S users for which SAP Solution Manager creates corresponding users and business partners. This restriction is made using the AUTOBJ field. If, for example, you just want to create user data for the Service Desk (message processing), select the SAP authorization ANLEG. If, for example, you also want to create users and business partners for the Maintenance Optimizer scenario, select the SAP authorization SWCATALOG as well.

27

Figure 39 Generating Business Partners and Users

The following data can be automatically created (which is recommended) using the report: SU01 users for all customer S users (including a generated password) Business partners for all S users Business partner relationship to the organization (customer - key user) Entries in the AISUSER table (prerequisite for forwarding a customer message to SAP Service Backbone)

28

Figure 40 Displaying Log for the AI_SDK_SP_GENERATE_BP Report

The report also automatically creates identification numbers in each business partner. These IDs display the systems for which a key user can create messages.

29

Figure 41 Identification Numbers in Business Partners

This information is read from the AIINSTACCESS table. Prerequisite: Authorization for creating customer messages, sending a reply, confirming messages and reading messages is a prerequisite. If the S user is not authorized to send a customer message to SAP, no IDs are added in the corresponding business partner.

Figure 42 Authorizations of S Users on SAP Service Marketplace (/user

If an error occurs during generation, you can run the AI_SDK_SP_CHECK_BP1 report. The errors subsequently displayed can then be automatically eliminated.

30

Figure 43 Transaction SA38 Start Report AI_SDK_SP_CHECK_BP1

The Consistency Checks action monitors the current settings. Refresh BP (action to be performed) automatically maintains changes.

Figure 44 Consistency Log from the AI_SDK_SP_CHECK_BP1 Report

Note: Use transaction SU10 (mass maintenance), to easily maintain the roles for S users.

31

4.1.5 Scheduling Background Jobs for Master Data Synchronization

The reports for synchronizing master data can be scheduled for periodic background processing. The following settings are recommended for the relevant reports: Program Name AI_SC_REFRESH_READ_ONLY_DATA AI_SDK_SP_GENERATE_BP Description Interval Download customer data and Daily installations from SAP Service Backbone Generate users and business partners Daily for customer S users

4.2 Maintaining Master Data Manually

4.2.1 Creating Business Partners for Customers
The bill-to party (customer) can be created manually using transaction BP. To do this, carry out the steps described below. 1. Call transaction BP and select the following entries from the menu: Business Partner -> Create -> Organization.

Figure 45 Creating an Organization

2. Choose the Bill-To Party role. Save your changes if necessary. If the CRM_MKTBP_ZCAL_UPDATE_30 program displays an error message, refer to SAP Note 450640.

Figure 46 Creating a Business Partner as a Bill-To Party

3. Select the Address tab, and enter address information for the bill-to party.

32

Figure 47 Maintaining Information for Business Partners

4. Select the Control tab. Choose the Calling Hours button, to save the business hours during which you process customer messages.

33

Figure 48 Maintaining Calling Hours for Business Partners

Note: When a message with the priority Very High is created, the business hours recorded for the customer are evaluated. If the current server time is not within the recorded times, the message is automatically forwarded to SAP Service Backbone.

4.2.2 Creating Business Partners for Key Users

Key users (customers reporting the message) can be created manually using transaction BP. To do this, carry out the steps described below. 1. Call transaction BP and select the following entries from the menu: Business Partner -> Create -> Person. 2. On the Address tab, enter the required information for the key user. It is important to record an e-mail address here. This could be used at a later stage to send automatic notification for a message by e-mail.

34

Figure 49 Creating a Key User in Transaction BP

3. Select the Identification tab and go to the Identification Numbers groupbox. Now, enter all IDs for the systems for which S users can create messages using the Work Center. - Select the ID Type CRM001 (External System ID). - In the Identification Number field, enter the user in the following format: <System ID><blank><installation number><blank><client><blank><S user>.

35

Figure 50 Maintaining Key User IDs

If an error message from the CRM_MKTBP_ZCAL_UPDATE_30 program appears, refer to SAP Note 450640. Note: Here, no organization is assigned to a key user, as the standard Service Desk is being set up.

4.2.3 Message Processor

The message processor is the employee responsible for processing a customer message. The following steps show how to create a message processor. 1. In transaction BP (Maintain business partner), select Business Partner -> Create -> Person. Alternatively, edit an existing business partner of the type Person. 2. Select the Employee role and maintain the data on the Address tab.

36

Figure 51 Creating an Employee in Transaction BP

3. Select the Identification tab and go to the Personal Data groupbox. 4. Enter the user ID for the message processor in the User Name field. This information is required so that the user can process the message at a later stage. This information is required to process a message.

37

Figure 52 Maintaining Users in a Business Partner

5. Save your entries. If the CRM_MKTBP_ZCAL_UPDATE_30 program displays an error message, refer to SAP Note 450640. 6. Now maintain the AISUSER table using transaction AISUSER. Here, create an S user for SAP Support Portal for the message processor's user. (You can assign the same generic S user for each message processor.)

Figure 53 Template for Generating AISUSER

You can use the SOLMAN_COPY_AIUSERS report, to simplify maintenance of the AISUSER table. This report automatically generates the AISUSER entries. In this context, the same contact person (S user) is entered in the AISUSER table for each user, in line with the template. SAP Note 1159944 is available for this report. To run the report, a template (Figure 5) must be available in the AISUSER table. This template is used to create the other users. The template is made up of the user and the S user (without the S and prefixed zeros). The report can be called using transaction SE38 or SA38. To select a template, enter it directly, or select it using the input help (F4). You can use the options GEN_FRM and ADD, to control the addition of information from the template into the AISUSER table.

Figure 54 The SOLMAN_COPY_AIUSERS Report

You can use the multiple selection option, to choose the corresponding users in a userfriendly manner.

38

Figure 55 Multiple Selection of Users

39

5 Frequently Asked Questions

5.1 Possible Modifications to the Work Center Menu
Use the SAP_SMWORK_INCIDENT_MAN role, to modify the SAP links in the Work Center. Call the corresponding role using transaction PFCG. Go to the Menu tab.

Figure 56 Modifying the Menu in the SAP_SMWORK_INCIDENT_MAN Role

Choose the Other button to add links to the SAP Links folder.

Figure 57 Defining your Own Links for the Work Center

40

5.2 What is Required, to Allow Key Users Access to the Work Center?
Carry out the configuration settings as described below. The Work Center can then be called internally and externally. http://help.sap.com/saphelp_nw70/helpdata/DE/42/d547ab30b6473ce10000000a114e5d/frameset. htm If communication is to occur directly using a reverse proxy, refer to the following information on configuration. http://help.sap.com/saphelp_nw70/helpdata/DE/42/d547ab30b6473ce10000000a114e5d/frameset. htm

5.3 How Can You Check Service Desk Settings?

Use the report AI_SDK_CUSTOMIZING_LISTING, to read all basic settings from the Service Desk and display them in a log. This provides a user-friendly analysis. To run the AI_SDK_CUSTOMIZING_LISTING report, the SAP Notes 1147005 and 1168074 must be implemented. These also enhance the information in the log. Use transaction SE38 to run the report. You can determine the settings to be evaluated and displayed in a structure.

Figure 58 Report AI_SDK_CUSTOMIZING_LISTING

41

Figure 59 Consistency Log - Service Desk Basic Settings

5.4 In Which Tables is Data Stored?

The VAR master data is stored in the following tables: AICONTACTS AIEXTROUTERS AIINSTACCESS AIINSTALLATIONS

5.5 Prerequisites for the GoingLive Check Session

The SAP GoingLive Check session requires at least ST-SER package 700_2008_1 Support Package 01, which was published between Support Package 15 and Support Package 16.

5.6 How are Views Set for Service Desk Users in the Work Center?
Another interface (view) is provided for the Work Center for key users and for message processors. This is steered using the authorization object CRM_TXT_ID. In the message processor role, add the attribute Display Text ID SU15. 42

Figure 60 Modifying Views for the Work Center

5.7 Error Message DNO_150

You want to send a message to SAP. The message displayed in Figure 61 appears:

Figure 61 Error Message DNO_150

Analysis and Troubleshooting: 1. The message is forwarded in the name of the person reporting the message. The AI_SDK_SP_RFC BAdI must be active. The message is forwarded using the customer RFC. 2. Check: Does an entry exist in the AISUSER table for the S user of the person reporting the message (S user can be read from the business partner - check using transaction AISUSER)? 3. Is there at least one entry in the AISUSER table for the user of the person reporting the message? Here, only a generic S user is required, without an assignment to a customer number.

5.8 Archiving and Deleting Service Messages

SAP provides the archiving object CRM_SERORD in transaction SARA for archiving service messages.

Figure 62 Transaction SARA - Archive Administration

43

For more detailed information on archiving, go to http://help.sap.com/ http://help.sap.com/saphelp_crm50/helpdata/de/8d/3e4d70462a11d189000000e8323d3a/f rameset.htm (archive administration) http://help.sap.com/saphelp_crm50/helpdata/de/3f/da033b77b7261fe10000000a11402f/fr ameset.htm (archiving of business transactions) See also the composite SAP Note 1150775 on archiving in CRM.

5.9 Problems with the REFRESH_ADMIN_DATA_FROM_SUPPORT Job

See SAP Note 1151450 on managing several customer numbers.

44

Table of Figures
Figure 1 Displaying the Technical Name of an IMG Activity..................................................................4 Figure 2 SPRO Initial Configuration of Solution Manager .....................................................................5 Figure 3 Configuration Steps After Implementation of SAP Note 1023598 ...........................................6 Figure 4 Defining the Logical System for the Service Desk Functions ...................................................6 Figure 5 Template for Generating AISUSER .........................................................................................7 Figure 6 The SOLMAN_COPY_AIUSERS Report ....................................................................................7 Figure 7 Multiple Selection of Users ....................................................................................................7 Figure 8 Initial Configuration Part II .....................................................................................................8 Figure 9 BC Set Activation Using the IMG ............................................................................................9 Figure 10 Displaying the Activation Protocol .....................................................................................10 Figure 11 Successful Activation of BC Sets .........................................................................................10 Figure 12 Entries in the SCPRIO Table................................................................................................ 11 Figure 13 Activating the AI_SDK_SP_RFC BAdI Using the IMG............................................................12 Figure 14 Activating the AI_SDK_SP_PPF BAdI Using the IMG ............................................................ 12 Figure 15 Activating the AI_SDK_SP_RFC_RP BAdI Using the IMG......................................................12 Figure 16 IMG Activity Activate Text Types........................................................................................ 13 Figure 17 Transaction PFCG - SAP_SUPPDESK_CREATE Role .............................................................. 14 Figure 18 Transaction PFCG - SAP_SUPPDESK_CREATE Role .............................................................. 15 Figure 19 Activating Work Center Services ........................................................................................15 Figure 20 Testing the Work Center Service ........................................................................................16 Figure 21 Work Center Logon Screen ................................................................................................16 Figure 22 The Work Center User Interface ........................................................................................17 Figure 23 Publishing Internet Services ............................................................................................... 17 Figure 24 Variant for the RNOTIFUPDATE01 Program........................................................................ 18 Figure 25 IMG Activity Set Up Automatic Confirmation of Messages ................................................. 19 Figure 26 IMG Activity Generate Business Partners from OSS (SAP Support Portal) ........................... 20 Figure 27 Displaying the V_AISAPCUSTNOS Table..............................................................................21

45

Figure 28 The V_AIINSNRS Table ....................................................................................................... 21 Figure 29 The SM_CONFIG_RFC Report Phase 1 ............................................................................. 21 Figure 30 CSV File for Generating the RFC Connections ..................................................................... 22 Figure 31 The SM_CONFIG_RFC Report Phase 2 ............................................................................. 22 Figure 32 Making the Expert Settings Using Transaction SMSY_SETUP .............................................. 23 Figure 33 Expert Settings in SAP Solution Manager ...........................................................................23 Figure 34 Creating an Organization and Transferring Data from SAP Support Portal (OSS) ................. 24 Figure 35 Automatically Created Organization in Transaction BP ....................................................... 25 Figure 36 Automatically Created Customer Systems in Transaction SMSY ......................................... 26 Figure 37 Displaying a Customer System in the IBase ........................................................................ 26 Figure 38 IMG Activity Create Key Users ...........................................................................................27 Figure 39 Generating Business Partners and Users ............................................................................ 28 Figure 40 Displaying Log for the AI_SDK_SP_GENERATE_BP Report...................................................29 Figure 41 Identification Numbers in Business Partners ...................................................................... 30 Figure 42 Authorizations of S Users on SAP Service Marketplace (/user ............................................ 30 Figure 43 Transaction SA38 Start Report AI_SDK_SP_CHECK_BP1 ..................................................... 31 Figure 44 Consistency Log from the AI_SDK_SP_CHECK_BP1 Report ................................................. 31 Figure 45 Creating an Organization ...................................................................................................32 Figure 46 Creating a Business Partner as a Bill-To Party .....................................................................32 Figure 47 Maintaining Information for Business Partners ..................................................................33 Figure 48 Maintaining Calling Hours for Business Partners ................................................................34 Figure 49 Creating a Key User in Transaction BP ................................................................................ 35 Figure 50 Maintaining Key User IDs ...................................................................................................36 Figure 51 Creating an Employee in Transaction BP ............................................................................37 Figure 52 Maintaining Users in a Business Partner ............................................................................38 Figure 53 Template for Generating AISUSER ..................................................................................... 38 Figure 54 The SOLMAN_COPY_AIUSERS Report ................................................................................ 38 Figure 55 Multiple Selection of Users ................................................................................................39

46

Figure 56 Modifying the Menu in the SAP_SMWORK_INCIDENT_MAN Role ...................................... 40 Figure 57 Defining your Own Links for the Work Center ....................................................................40 Figure 58 Report AI_SDK_CUSTOMIZING_LISTING .............................................................................41 Figure 59 Consistency Log - Service Desk Basic Settings..................................................................... 42 Figure 60 Modifying Views for the Work Center ................................................................................ 43 Figure 61 Error Message DNO_150 ...................................................................................................43 Figure 62 Transaction SARA - Archive Administration ........................................................................ 43

47