incident & problem managementc4r9

Incident & Problem Management How to configure

ALM Solution Management

2011

UI Framework & Personalization

© 2011 SAP AG. All rights reserved. 3

Web Client User Interface Key Features

State of the art, modern user interface leveraging Web 2.0 paradigms

Simple information and navigation architecture to facilitate finding, reviewing

and editing of information

Broad personalization capabilities across all software areas to let the user

decide how he works best

Simple but flexible UI configuration capabilities to pre-define the user interface

for user groups

The Web Client User Interface is the first step into a new era of user

interfaces regarding usability and flexibility for the business user.


UI Configuration – WebClientKey Features

To adjust the CRM user

interface to your corporate

identity and to your

business needs a bundle of

integrated tools is provided

Efficient and Holistic

UI Configuration

UI Configuration Tool

Business Role and

Navigation Bar

Customizing

Design Layer

Customizing

Application Enhancement

Tool (AET)

BSP WD Component

Workbench

Tools

Add new fields

Position fields on views

Rename field labels

Use personalization

Define captions

Define Navigation Bar

entries

Create Business Roles

Examples in UI

Configuration


Design Layer – Web Client User Interface Key Features

Allows the Customer & SAP to Rename Field Labels and have this change affect other views

Maintenance of whether a field is relevant and should be hidden or visible in the UI Configuration

Tool

Assign existing value helps from the ABAP Dictionary without any customer-specific development

Value Help: Search help, Check table and Domain values

Field Type: Input field, Checkbox and Dropdown list box

Features of the Design Layer


Application Incident Management

Application Enhancement Tool Screenshot: Detailed Field View

Create a field with properties that

match best the specific business

needs

View the details of the custom

fields in a convenient manner

Modify and regenerate existing

fields

Provide translations in the system

supported languages

Extend the supported external

interfaces - for example Mobile,

R/3, BW and OLTP Reporting

Supported Methods

This presentation and SAP„s strategy and possible future developments are subject to change and may be changed by SAP at any time for any reason without notice. This document is provided without a warranty of any kind,

either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a particular purpose, or non-infringement


WebClient FrameworkPersonalizing the User Interface

General Settings

Date and time format

Enabling the UI Configuration

Enable Favorites

Dropdown Listbox settings

Personalize Layout

Navigation Bar (Direct Link Groups)

Layout (Skin, Text Size)

Home Page Set-up

Application Links

Widgets

Web Links

Personalize User Data

Password settings

User Information

More Information : Online Documentation

http://help.sap.com/saphelp_crm70/helpdata/en/c2/e9753fe8b846cf97a0d9e22b538994/frameset.htm


WebClient FrameworkPersonalizing Incident Management

Personalize Overview Page

Display/Hide Assignment Blocks

Change Order

Personalize Tables/ Result Lists

Display/Hide Columns

Change Order of columns

Change width of column (relative (%) , absolute (pixel))

Change number of visible rows before scrolling

Change number of rows before paging

Online Documentation : Personalizing Tables

http://ldai2sd7.wdf.sap.corp:50089/sap(bD1lbiZjPTIwMCZkPW1pbg==)/bc/bsp/sap/crm_ui_start/default.htm

http://ldai2sd7.wdf.sap.corp:50089/sap(bD1lbiZjPTIwMCZkPW1pbg==)/bc/bsp/sap/crm_ui_start/default.htm


WebClient FrameworkUI Configuration

Configure the UI directly from the

Incident Management

Via “Show Configurable Areas”

–The configurable areas are highlighted, and you

start the configuration of the related view by

clicking one of the configurable areas.

Via “Configure Pages”

–Used to configure superior views such as the

Home page, work center page, and overview

page.

Configuration possibilities

Adding Fields

Removing Fields

Changing Position of Fields

Adding Blank Rows

Changing Field properties

Online Documentation : UI Configuration

http://help.sap.com/saphelp_crm70/helpdata/en/7c/178c3d29e0420c9c10f7dda4b4cef4/frameset.htm


Application Incident Management Business Roles

Architected for different user types to define the layout

Easy consumption through predefined business user roles for IT Service

Management

SAP Solution Manager

Professional

Processing incidents/

problems /changes

IT Service Requestor*

Entering and tracking of

incidents

IT Service Desk*

Central interface to

assist end-users in Call

Center

* SAP CRM ITSM Standard roles


Authorization Roles & CRM Business Roles

Guide: “Business & Authorization Roles”

New CRM UI authorization roles:o SAP_SM_CRM_UIU_SOLMANPRO -> Used for CRM Business Role assignment

o SAP_SM_CRM_UIU_FRAMEWORK -> General CRM UI authorizations

o SAP_SM_CRM_UIU_SOLMANPRO_PROC -> CRM UI for message processors

o SAP_SM_CRM_UIU_SOLMANPRO_ADMIN -> CRM UI for administrators

o (SAP_SM_CRM_UIU_SOLMANPRO_CHARM -> CRM UI for Change Management)

Composite roles:o SAP_SUPPDESK_PROCESS_COMP -> For processors (both UI and standard authorizations)

o SAP_SUPPDESK_ADMIN_COMP -> For administrators

CRM Business Role:o SOLMANPRO -> Used in CRM UI to define layout and navigation.


UI Authorization Roles: PROC vs. ADMIN vs. CHARM

+ *_UI_ADMIN + *_UI_CHARM*_UI_PROC

Note: The SAP_SM_CRM_UIU_* roles only control UI visibility and navigation.

Users need standard roles for other authorizations (create, change, etc.)


SOLMANPRO Business Role Assignment on CRM UI Start

User without

SAP_SM_CRM_UIU_SOLMANPRO:

User with

SAP_SM_CRM_UIU_SOLMANPRO:

Note: SAP_SM_CRM_UIU_SOLMANPRO does not contain any authorizations. If

you copy SOLMANPRO, also copy SAP_SM_CRM_UIU_SOLMANPRO and

adjust role assignment in SOLMANPRO.


Web Client User Interface

Please find more information in the Web Client UI Guidelines in

http://service.sap.com/rkt-solman




Setup, Services & Administration


Application Incident Management Configuration steps

Adjust Categorization Schema

Adjust Status Schema

Defiine Notifications

Define Dispatching rules

Maintain SLA and escalation procedure

Set up Reporting


Application Incident ManagementBasic configuration

On customer systems the piece list will be “activated” within Basic configuration

It copies the customizing content of these objects from client 000 into the working client

This action will be executed regularly (to deliver new/updated customizing from SAP)

The recommendation for customers is to copy the SAP customizing into customer namespace (e.g.

using transaction type ZMIN instead of SMIN)

SAP Solution Manager includes all Incident Management relevant

customizing objects in a piece list

Solman_Setup

Transactions




Application Incident ManagementSet up technical environment

SAP T- Rex enables Fulltext Search and enhanced Search functionality

SAP BW external or SAP Solution Manager internal BW system . BW queries are predefined

BW client in SAP Solution Manager necessary to use Interactive Reporting

SAP managed systems allows the creation of incident messages directly into SAP Solution Manager

3rd party interface (if needed)

Additional technical installations are necessary to run Application Incident

Management

Solman_Setup

T-Rex Guide

Interactive Reporting Guide

Transactions / Guides




Application Incident ManagementCustomer namespace copy

SAP Standard profiles will be overwritten with any Support Package, therefore

Copy the SAP standard transactions type into custom name space

Copy the Business role to be able to adjust the UI Layouts

Copy the profiles and adjust it to customer requirement (Status, Partner Determination,etc.)

Transaction SPRO

Application Incident Management –

Configuration Guide

Transaction / Guides


Application Incident ManagementRoles and authorizations

Copy the SAP standard roles into custom name space

Adjust the authorization objects to your needs and finally generate the profiles

Assign user to the roles

Business roles define the UI layout. User roles define the authorizations.

SAP delivers composite roles which include relevant user roles and assign the appropriate business

role.

Transaction pfcg

Message reporter

SAP_SUPPDESK_CREATE_COMP

Message processor

SAP_SUPPDESK_PROCESS_COMP

Administrator

SAP_SUPPDESK_ADMIN_COMP

Composite roles IT Professional

Provisioning of expert

knowledge

IT End-User

Entering and tracking of

incidents




Application Incident ManagementMaster data

Users and Business partners can be created manually or with appropriate reports out of a source of a

managed system.

Business partner can be a single user or a team / organization

Business partners shall be maintained at least in these roles: general, employee, contact person

Organizational data are necessary if the Incident Management processes are based on teams and

auto- dispatching will be used.

For collaboration with SAP, each user needs a corresponding S-User assignment

SU01

BP

PPOMA_CRM

AISUSER

BP_GEN

AI_SDK_USER_BP_GEN (report)

Transactions




Application Incident ManagementUser interface personalization

Add visible Assignment Blocks

Hide fields

Re-arrange Home screen

User layout settings

To adjust the CRM user interface to your corporate identity and to your

business needs a bundle of integrated tools is provided

Perzonalisation on the Webclient UI

Tools / Guides

Define saved searches

Define Favorites




Application Incident ManagementBest Practice configurations -optional

Mail notifications

SLAs, service times and escalation procedure

Dispatch and Auto Routing

Multilevel Categorization

Interactive Reporting

Enhance the Incident Management process with individual customizing to

align it to your support processes.

Multilevel Categorization Guide

Dispatching with BRF+ Guide

Interactive Reporting Set Up Guide

Tools / Guides




Application Incident ManagementCustom enhancements - optional

Change the Business role layout to your requirements (Remove fields, Change descriptions)

Design own Assignment Blocks

Integrate links and transactions

Enhance the Business roles with own custom fields.

Tools / Guides



UI Configuration Tool

Business Role and Navigation Bar

Customizing

Design Layer Customizing

Application Enhancement Tool (AET)

BSP WD Component Workbench


Application Incident ManagementUI administration - optional

Personalize the Business roles as administrator, which is changing the

layout for all users

Personalization on the WebClient UI with

administrator authorization

Tools / Guides



Add visible Assignment Blocks

Hide fields

Re-arrange Home screen

Define saved searches

Define Favorites

User layout settings


Application Incident Management10 steps to become an expert

1 2 4

7 6 58

910

SAP Solution Manager

Book (release in Q4/2011)

SAP Help Portal –

http://help.sap.comSelf Learning Maps

http://service.sap.com/RKT-

SOLMANSAP Training “SM 200”

Best Practices Configuration

Business Process Repository

Developer Network Forum

- Service Desk Forum& Blogs-

ALM overview

http://service.sap.com/ALM SAP ITSM overview Overview, Demos & Guides

http://service.sap.com/ALM-Processes

Expert Guided

Implementation -

Service

3




http://help.sap.com/saphelp_smehp1/helpdata/en/b3/64c33af662c514e10000000a114084/frameset.htm













http://www.sap.com/germany/services/education/schulungskatalog/project_teahttp:/www.sap.com/germany/services/education/schulungskatalog/project_team_training/sap-solution-manager-e2e/solution-managerm_training/sap-solution-manager-e2e/solution-manager.epx

http://www.sap.com/germany/services/education/schulungskatalog/project_teahttp:/www.sap.com/germany/services/education/schulungskatalog/project_team_training/sap-solution-manager-e2e/solution-managerm_training/sap-solution-manager-e2e/solution-manager.epx

http://service.sap.com/instguides





https://www.sdn.sap.com/irj/scn/forums












Expert Guided ImplementationTraining, Practical Experience, Expert On Demand

Day 1 Day 2 Day 3 Day 4

SAP expert explains step-by-step

configuration using training materials

Execution, 2-3 hours on the same day

Participants have direct access to an

SAP expert who directly supports

them remotely, if necessary, during

the execution

Empowering, Web session, 1-2 hours each morning

Participants execute demonstrated steps

within their own project, on their own

SAP Solution Manager software

Expertise on demand, during execution

Incident & Problem – Configuration hints


Application Incident ManagementBusiness Partner Functions in Incident Management

Customer (Corporate account)System owner

Determination of system (Ibase) assignment

Supplier / Customer

ReporterEnd user or key user who reported or created the

support message

Support TeamQueue which envolves multiple support processors

with similar topic (logistic, finance, etc.) or support

level (1st, 2nd, 3rd level)

Team assignment is maintained with Organization

Management

Message ProcessorCurrent processor claims the message by entering

his BP number


Application Incident ManagementBusiness Partner and User Generation

The report AI_SDK_USER_BP_GEN can be

planned as a background job to generates and

update system users and Business Partners

from a managed system (e.g. central user

management system)

System ID: POD 100

User: HSCHMITT

[email protected]

Log-in User

BP number: 4812

Name: H. Schmitt

[email protected]

Ident: POD_100_....

User: HSCHMITT

Managed system - User

User: HSCHMITT

Initial Password

Business Partner


Application Incident Management Dispatching of messages: 4 possibilities

1. Rule based dispatching:Uses Business Rule Framework plus (transaction BRFPLUS)(executed via action <action_profile>_ find_partner_fdt)

2. Dispatching via responsibilities (PFAC):

a. Automatic initial dispatching with e-mail notificationsee note 1512895

(executed via action <action_profile>_find_team_send_email)

b. Manual dispatching without e-mail notificationsee IMG activity SOLMAN_SD_AUTOMESSAG

(executed via action <action_profile>_msg_dispatch)

3. CRM standard dispatchUses CRM rule policies

More information on all dispatching functionalities can be found in Support Team Determination

via Business Rule Framework plus (BRFplus) Guide

https://service.sap.com/sap/support/notes/1512895


Service start

MPTIRT

Off time Off time Off time

Customer Action

Service start

MPTIRT

Improved calculation in Solution Manager 7.1

Calculation in CRM

Application Incident Management SLA Procedure Improvements


Application Incident Management SLA Procedure Improvements

Customizing Steps to set-up SLA escalation procedure:

Create the SLA profile under "Edit Availability and Reaction Times".

Configure the SLA profile determination under "Specify SLA Determination Procedure".

Specify the times to be recalculated when the status changes, under "Specify Duration

Settings".

Identify non-relevant customer times in the step "Specify Customer Time Status".

Schedule a periodic background job to give incidents the status 'Warning' or 'Escalation' if

they exceed thresholds.

Example:

– Calculation of service durations ( Doku Link)

http://aiokeh.wdf.sap.corp:50000/SAPIKS2/content_get.sap?TMP_IWB_TASK=PREVIEW2&_CLASS=BCO_COMMON&_LOIO=597185331DA34B1C84441CC50160279B&LANGUAGE=DE&RELEASE=7019





Application Incident Management Custom Actions in CRM UI

Guide: “Incident Management Configuration and Upgrade Guide”o Chapter “Adding Custom Actions to the SAP WebClient UI“

o Additional information in Note 1567003 “ST710 Incident Management Frequently Asked Questions”

Actions which can be started manually appear by default in the “Scheduled

Actions” assignment block.

For quick access, customers may wish to display some of these actions in the

“Actions” pulldown of the main toolbar.

Maintain action filter in table AGS_WORK_CUSTOM (white list).

• See guide or Note for details.

Note: Only actions which do not call any GUI functions (popups, URLs, SAP GUI

transactions) are supported.


Application Incident Management Use of Incidents for Non-SAP Products

See Note 1567003 “ST710 Incident Management Frequently Asked Questions”.

A comprehensive and integrated solution is in planning for a future feature

package.

In the meantime, customers are advised to keep modeling of non-SAP products

in the Ibase to a minimum.o Customers may wish to temporarily use placeholder entries in the Ibase for non-SAP products.

Customers can enable the Object/Project selection field in the CRM UI to allow

access to Individual Objects (Iobjects) in the IBase.o //BTREFOBJMAIN/PRODUCTID

Setting IM_LOAD_IBASE = X in table AGS_WORK_CUSTOM will allow the

workcenter UI to select arbitrary text components from the Ibase.o May be appropriate for small-scale modeling of non-SAP products, but not for large-scale CMDB.


Application Incident ManagementMultiple Categorization Blocks

You can assign up to five categorization blocks to a Incident

The categorization schema is determined based on a transaction type / catalog category combination

Customizing: Customer Relationship Management → CRM Cross-Application Components → Multilevel

Categorization → Assign Transaction Types to Catalog Categories

Per default, two categorization blocks are visible in a Incident; you can add further blocks in the

SAP BSP WD Workbench

Catalog Category C: Overview

of Damage/Defect/Reasons

Catalog Category D: Defect

Locations/Object Parts


Application Incident ManagementAssignments in the Category Modeler

Service product is relevant for item

determination in Incident and problem)

Knowledge articles are relevant for Suggest

Knowledge Articles (Knowledge

Articles assignment block)

For Auto Complete of Incident, add a

Incident template in the „Incident

Template‟ area

For problems use the „Problem Template‟

area

For service processes of class Request for

Change use the „Request for Change

Template‟ area.

You can access the Category Modeler, for example, in the IT Service Professional

role → Service Operations → Categorization Schemas.


Application Incident ManagementExample: Suggest Knowledge Articles

“Suggest Knowledge Articles” will determine

knowledge articles from the categorization schema

for the selected category


Application Incident ManagementMultilevel Categorization Customizing

Define which transaction type – catalog categorization combination will be

used for Find Related Objects, Auto Complete, Item Determination.


Application Incident ManagementItem Determination

If the item determination is active, the service product which is assigned to the Incident category is

used for item determination

To assign service products to categories, go to the categorization schema, for example in the IT

Service Professional Role → Service Operations → Categorization Schemas

If no service product is assigned to the Incidents category (lowest level), the system searches

whether a service product has been assigned to a higher level of the categorization and, if so,

uses the next possible service product for item determination

In item determination customizing you define whether the Incident„s item should

be determined automatically by selecting a multilevel categorization entry in the

Incident.


Application Incident ManagementAuto Complete with Template

While creating a new Incident, you can use the Auto Complete function to copy pre-defined data

from a template into the Incident.

In Customizing, activate the Auto Complete function per transaction type - catalog category

combination

In the Category Modeler, assign templates per relevant category:

incident templates in the Incident Template assignment block

problem templates in the Problem Template assignment block

Request for change templates in the Request for Change assignment block

You can access the Category Modeler, for example, in the IT Service Professional role → Service

Operations → Catgorization Schemas.


Application Incident ManagementSystem Proposals for Related Transactions

- Find Related Problems, Find Related Incidents

For a Incident, related transactions can be proposed by the system.

To set up which transaction type can be proposed from which transaction type, go to customizing:

Customer Relationship Management → Transactions → Settings for Service Requests → Define

System Proposals for Related Transactions.

Per default, “Find Related Problems” and “Find Related Incidents” are available on the UI. If you

need further system proposals, in addition to the customizing settings you also need to enhance the

Incident‟s UI.

Define the matching parameters in the target transaction type which will determine which

transactions are proposed by the system: Categorization, Reference Object, Organizational Data,

Sold-to Party

If the system shall search for transactions of the same categorization, you also need to activate the

relevant transaction type – catalog category combination for “Find Related Object” in the multilevel

catorization (see previous slide “Multilevel Categorization Customizing”)


Application Incident ManagementService Level Determination

SLA determination procedures determine the service and response profiles for the transaction line item

based on the access sequence.

Define the SLA determination procedure here: Customer Relationship Management → Transactions →

Settings for Service Requests → Define SLA Determination Procedures.


Application Incident ManagementImpact / Urgency / Recommended Priority

The system determines the

recommended priority of the

transaction based on the entered

combination of impact and urgency.

A priority different than the

recommendation can still be selected

manually.

The determined priority is based on

impacts, urgencies and their combined

priority defined in customizing:

Customer Relationship Management →

Transactions → Settings for Service

Requests → Define Impact / Urgency /

Recommended Priority


Application Incident ManagementDate Calculation / Settings for Durations

Track the duration of how long

the Incident was in certain

status

Store the date when the

Incident reached a certain

status

You can track durations and

dates based on status changes in

the Incident.

Durations are recorded and

displayed in the Dates and Service

Level Agreements assignment

blocks.


Application Incident ManagementProcessing Log

You can have a processing log in a transaction to provide a consolidated audit trail of any changes made to

it.

Various log types are available for selection

One type can be defaulted for viewing

Changes to fields can be logged selectively

Customizing: Customer Relationship Management → Transactions → Settings for Service

Requests → Settings for Processing Log

→ Assign Log Types to Transaction Types

→ Define Change History for Processing Log


Application Incident ManagementDispatch: Rule Modeler Contexts

Customizing: Customer Relationship Management → E-Mail Response Management

System → Define Repository

The context SERVICEREQUEST per default has four actions assigned: Invoke Policy, Route

to group, Route to a Partner, and Set priority to the Incident

To enable rule-based dispatching of Incidents (and problems), a new context for

Service Request Management has been established for the rule modeler.


Application Incident ManagementDispatch: Service Manager Profile

In Service Manager profiles, the context and the name of the default rule are

assigned.

Customizing: Customer Relationship Management → E-Mail Response

Management System → Service Manager → Define Service Manager Profiles

The context and the name of the default rule policy can be found in the Directly Called Service

Properties of the SAP_SRQMROUTING service manager profile.

Per default, the rule policy for dispatching of Incidents should be called

DEFAULT_ROUTE in the Rule Modeler.


Application Incident ManagementDispatch: Assign Service Manager Profile to Transaction Type

Assign the service manager / rule modeler profile for dispatching of Incidents

here:

Customizing: Customer Relationship Management → Transactions → Additional

Settings → Assign Dispatching Rule Profile to Transaction Types.

Now you can create the DEFAULT_ROUTE dispatching rule, and – if relevant –

more dispatching rules, in the Rule Modeler, for example, in the IT Service

Professional Role: Operations → Rule Policies.


Application Incident ManagementTime Recording

In customizing, go to: Customer Relationship Management → Transactions → Basic Settings → Define

Transaction Types

Select the transaction type for which you want to use Time Recording

In the view “Assignment of Business Transaction Categories”, select the Transaction Category

“BUS2000116 Service Process” and go to the Customizing Header view

Enter the service confirmation transaction type in the “Trans.Type Confirm.” field

You can define which service confirmation transaction type is used for Time

Recording per transaction type:


Application Incident ManagementChecklist Settings: Checklist Basic Settings

For checklist steps, item functionality is being reused

A new object type BUS2000199 – CRM Checklist Item has been created

Based on BUS2000199 the standard checklist item category CHKL is delivered

To set up your own checklist item category, partner determination procedure/s,

text determination procedure/s, and action profile/s, proceed as described in the

IMG document “Define Basic Settings for Checklist“:

Customer Relationship Management → Transactions → Basic Settings → Checklist Settings → Define

Basic Settings for Checklist


Application Incident ManagementChecklist Settings: Define Checklist Profiles (1)

In the IMG activity “Define Checklist Profiles“, you

Define checklists

Define checklist IDs and names

Decide at which point in time the checklist should be locked in runtime

Define steps

Define the steps you want to use in your checklists

Assign item category usage, and text types for long text and work instruction

Where relevant, enter a work instruction per step

Define options

Optionally define options (“decision documentations“) per step

Assign steps to a checklist

Assign 1-n steps and decide which steps are mandatory

Define which business partner function is displayed as default partner function in runtime

If the business partner should be determined by a rule, assign a rule modeler profile (default rule modeler profile = SRQM_CHKLST_BP)

You can assign 1-n options per step

Optionally define a step sequence in the „Assign Next Steps“ view


Application Incident ManagementChecklist Settings: Define Checklist Profiles (2)

In the customizing activity

“Define Checklist Profiles“, you

Define checklist profiles

Set up 1-n profiles which can contain 1-n checklists

Assign 1-n checklists per profile

Optional: Assign a rule modeler profile (default profile = SRQM_CHKLST_ID)

for rule-based checklist determination

Optional: Activate SAP Workflow per profile

Assign checklist profiles to transaction types

Assign a checklist profile to a transaction type: The checklists contained in the assigned

checklist profile will be available for the specific transaction type.


Application Incident ManagementChecklist Settings: Define Workflow Settings for Checklist

If you want to inform users via SAP Workflow about checklist steps which have

been assigned to them:

Flag “Enable Workflow“ per relevant checklist profile in Customer Relationship

Management → Transactions → Basic Settings → Checklist Settings → Define

Checklist Profiles

Set up SAP Workflow settings as described in Customer Relationship Management →

Transactions → Basic Settings → Checklist Settings → Define Workflow Settings for

Checklist


Application Incident ManagementAuto Suggest Knowledge Article (for Interaction Center): Define Alert

Create the alert for “Auto Suggest Knowledge Articles“ in the IC Manager business role

→ Process Modeling → Create Alert with the following parameters:

Name Descriptio

n

Language Navigation Object Type /

Action

Message

AUTOSUG

GEST_KAS

Auto

Suggest of

Knowledge

Articles

EN Knowledge

Articles:Search

[EVENT$AutoSuggestKAStart:N

umberOfKA] Suggested

Knowledge Articles


Application Incident ManagementAuto Suggest Knowledge Article (for Interaction Center) : Define Rules

Create a rule policy and two rules for “Auto Suggest Knowledge Articles“ in the IC

Manager business role → Process Modeling → Create Rule Policy with the following

parameters:

Define two rules with following parameters within the rule policy and release rules:

Name Description Language Context Business Roles IC Events

AUTOKAS Auto

Suggest of

Knowledge

Articles

EN Intent Driven

Interaction

Your IC business

role/s

AutoSuggestKAEnd and

AutoSuggestKAStart

Name Rule Definition

Show KA Alert If

Current Event Equals Auto Suggest Knowledge Article Start

Then

Trigger Alert ( Alert Name = AUTO SUGGEST OF KNOWLEDGE ARTICLES;

Time Delay (seconds) = "0" )

Remove KA Alert If

Current Event Equals Auto Suggest Knowledge Article End

Then

Terminate Alert ( Alert Name = AUTO SUGGEST OF KNOWLEDGE

ARTICLES )


Incidents and problems will be created automatically depending on the inbound e-

mails.

Create the rules in the rule modeler, e.g. in the business role IC_MANAGER →

Process Modeling → Create Rule Policy.

Application Incident ManagementERMS (for Interaction Center) : Define Rules for Automatic Creation of Incidents and

Problems (1/2)


To be able to trigger several rules, use the DEFAULT rule of the E-Mail Response

Management System to invoke all relevant rules.

Application Incident ManagementERMS (for Interaction Center) : Define Rules for Automatic Creation of Incidents and

Problems (2/2)


Application Incident ManagementERMS (for Interaction Center) : Automatic Linking of Reply E-Mails

Dear helpdesk,

I am not able to access

your support page.

Please advise.

Best regards,

Joe Smith

After the automatic creation of Incidents / problems the inbound e-mails can be

answered. The reply e-mails will be automatically linked to the generated Incidents

and problems.


Application Incident ManagementERMS (for Interaction Center) : Routing of Incidents / Problems (1/2)

The generated Incidents and problems can be routed to a specific service team for

further processing depending on specified criteria of the Incident / problem (e.g.

priority).

Create the rules in the rule modeler, e.g. in the business role IC_MANAGER →

Process Modeling → Create Rule Policy.


Application Incident ManagementERMS (for Interaction Center) : Routing of Incidents / Problems (2/2)

To be able to trigger several rules, use the DEFAULT rule of the E-Mail Response

Management System to invoke all relevant rules.


Further ERMS settings are necessary

Define receiving e-mail addresses for receiving the e-mails concerning

Incidents / problems

Maintain recipient distribution to define an e-mail address as recipient address

Assign agents for e-mail handling

Application Incident ManagementERMS (for Interaction Center) : Further Settings


Application Incident ManagementHow to set up the Message Reporting (1)

The following settings are required, to run web templates for message

reporting

BI Reporting Settings:

RFC connections between SAP Solution Manager and BW systems (therefore, configure managed systems are within

SAP Solution Manager basic configuration)

Activating BI content (during the implementation, or after an upgrade)

Data Extraction Settings:

Frequency of regular data extraction of Service Desk

Message creation date from which the reporting has to start

Call „Setup‟ in the Reports view in the Incident Management work center


Application Incident ManagementHow to set up the Message Reporting (2)

Enter specific BI settings and extraction settings


Application Incident ManagementHow to set up the BW queries

Incident Management Report Dataflow

Service Desk message data is extracted periodically from the Solution Manager system into the BW system

The data is stored in DataStore objects, which are aggregated periodically in the associated InfoCubes

Infosets collect the information from the various data sources, e.g. InfoCubes

MultiProvider objects contain all information in the underlying data sources, and is the central point of access for

queries

For more information:

See SAP Help Portal at https://help.sap.com/ → SAP NetWeaver → BI Content

→ SAP NetWeaver <current release> → SAP Solution Manager → Incident Management Reports

https://help.sap.com/


External Service Desk IntegrationOverview

Service Desk - various applicationsInterface for external systems

Generic 3rd party

adapterSpecific

extensions

HP QC

IBM Rational

…

CRMD_ORDER

SolMan Workcenters

CRM Web UI

Custom. Application

WebService

operations

WS operations

WS operations

Actions

CRM BAdis

Mapping

Delta Handling

Inbound/Outbound

processing

BAdis


External Service Desk IntegrationMajor development objectives

UI Improvements

New Assignment Block “External Help Desk”

Actions (Forward, Synchronize, Propose Solution..) implemented as one-click actions

Information about external message data on UI (External Message ID, Agent, Flags..)

No pop-ups for Ext. SD selection and project assignment (HPQC)

Automatic Synchronization of messages per Help Desk

Integration with IBM Rational ClearQuest


External Service Desk IntegrationWhere to get more information ?

External Service Desk

Find a detailed API document in http://service.sap.com/solutionmanager –> Media Libary –>

Technical Papers -> “Service Desk WebService API.pdf “

Online Documentation : Connect an External Service Desk

Online Documentation : Using an external service desk

HP Quality Center Integration

Online Documentation : Test Organization with SAP Quality Center by HP

SAP Note : 1059350 Installing SAP Adapter for SAP Quality Center by HP

SAP Note : 1109650 SAP Solution Manager 4.0 Extensions Add-Ons

IBM Rational ClearQuest Integration

SAP Note : 1480768 - Test and Incident Managment with IBM Rational Tools

Online Documentation : Test Organization with IBM Rational Tools

http://service.sap.com/solutionmanager

http://help.sap.com/saphelp_sm70ehp1_sp23/helpdata/en/45/51fbdbd4941803e10000000a1553f7/frameset.htm

http://help.sap.com/saphelp_sm70ehp1_sp23/helpdata/en/45/51fbdbd4941803e10000000a1553f7/frameset.htm

http://help.sap.com/saphelp_sm70ehp1_sp23/helpdata/en/c6/57e93798bf43cc88adafbae58a864c/content.htm












http://aiokeh.wdf.sap.corp:50000/SAPIKS2/content_get.sap?TMP_IWB_TASK=PREVIEW2&_CLASS=BCO_COMMON&_LOIO=53CE8AB2C69549F68FFBF84E6984E10A&LANGUAGE=DE&RELEASE=7018


Application Incident Management TREX Setup for Search Functions

Guide: “Full-Text Search with TREX”.

TREX enables full-text searching of Incidents, Problems, Knowledge Articles, and

Change Requests.

Use transaction TREXADMIN to check status of TREX server.

Use transaction CRMC_SAF_TOOL to check status of knowledge bases and

indices.o Menu: Goto -> Knowledge Base Compilation

Follow guide or IMG documentation to set up knowledge bases and indices.o IMG Activities under Application Incident Management:

© 2011 SAP AG. All rights reserved. 70© SAP 2008 /

Application Incident Management Portal integration

Configuration

IMG Path: Customer

relationship management > UI

framework > Portal integration

Generate an XML file of your

CRM business role. This XML

file can be imported in SAP

NetWeaver Portal to generate a

portal role.

Map Portal themes to CRM

skins

Upgrade


Application Incident ManagementWhat happens after the upgrade?

Overview of the transaction types

Incident Management Change Request Management

Transaction types 7.0 Transaction types 7.1

SLFN

Standard incidentSMIN

Standard incidentSIST

Standard incident with

SP18

n/a

SMDT

New incident for

damaged test cases

n/a

SMPR

New transaction type

for problem messages

Transaction types 7.0 Transaction types 7.1

SDCR

Change request

SMCR

Change request

SDHF

Urgent Correction

SMHF

Urgent Correction

SDMJ

Normal correction

SMMJ

Normal correction

SDAD

Administrative change

SMAD

Administrative change

SDTM

Test message

SMTM

Test message

SDMN/ SDMM

Maintenance cycle

SMMN/ SMMM

Maintenance cycle

SDDV

Project cycle

SMDV

Project cycle

After the upgrade new transaction types are replacing the SAP Solution

Manager 7.0 transaction types for incident and change request management

processes.


Application Incident ManagementUpgrading SAP Solution Manager

Impact on IT Service Management processes

Impact on incident and change request management in SAP Solution Manager 7.1

UIs are upgraded from SAP GUI to SAP CRM Web UI

New transaction types in 7.1 replace the 7.0 transaction types

New functions in 7.1 are only available in the SAP CRM Web UI with new transaction types

There is no automatic migration from 7.0 transaction types, but large parts 7.0 customizing can be reused

To minimize the impact of these changes for customer projects, SAP offers a transition phase

You can process existing tickets based on 7.0 transaction types within the Work Center UI or SAP GUI, until

they are closed

You create new tickets with the 7.1 object types and process them with the SAP CRM Web UI

The SAP Solution Manager Work Centers remain as UI for all other ALM processes.

New

Transaction

Type

Old

Transaction

Types…process old tickets until they are closed…

After upgrade to SAP Solution Manager 7.1

…ticket processing…

transition phase

Old

Transaction

Type

Old

Transaction

Type

New

Transaction

Types

New

Transaction

Type

<< create >>

<< create >>


Application Incident Management Upgrade Path & Basic Setup

Important for Upgrade customers which have modified SAP standard customizing:

Save existing customer specific customizing (transaction types, action profiles, …) on

transport, as it might get overwritten within the upgrade!

Customizing in customer name space will not be touched

Main information can be taken from Configuration and Upgrade Guide

New customizing

is shipped via

piece list, which is

being activated

within

SOLMAN_SETUP

Copy SAP customizing to customer namespace before doing any modifications


Application Incident Management Incident Management Work Center in Transition Phase

Guide: “Incident Management Configuration and Upgrade Guide”

The Work Center displays both old (SLFN-based) and new (SMIN-based)

transaction types

Key users (end users/requesters) remain in work center and do not use CRM UI

Processors are directed either to CRM UI or Web Dynpro to edit an incident

Note: New (SMIN) transactions are referred to as “Incidents” in the Work Center.


Application Incident Management Incident Management Work Center in Transition Phase II

At the start of the transition phase, perform a cut-off of old message creation.o Remove create authority for SLFN-Based messages. (Authorization object CRM_ORD_PR)

o Ensure that only SMIN-Based incidents can be created.

o Old messages can still be processed (in Work Center or SAP_GUI).

At the end of the transition phase, remove change authorization for old

messages.o Old messages are then only viewable, but can no longer be changed.

Leave both old and new transaction types in DNO_CUST04.o Ensures that both can be viewed and processed.

o Only remove old transaction type from DNO_CUST04 when it is no longer necessary to view these

transactions in the work center.


Application Incident Management Incident Management Work Center in Transition Phase III

If customers need direct access to CRMD_ORDER from work center, users can

activate “expert mode” in the personalization dialog box.


Application Incident ManagementFurther information

Solution Manager in Support Portal http://service.sap.com/alm-processes -->

Media Library Use case Presentations

Learning Map for SAP Solution Manager http://service.sap.com/rkt-solman -->

Operations

User Documentation http://help.sap.com

SAP Solution Manager Weblogs on the SDN

(https://www.sdn.sap.com/irj/sdn/forum?forumID=156)

Trainings at Field Service Education Offerings

(http://www.sap.com/services/education/catalog/index.epx)

Additional information to Service Desk (DE)

(http://service.sap.com/~sapidb/011000358700007304772002E/)

SAP Solution Manager Diagnostics http://service.sap.com/diagnostics

Installation Guides on SAP Support Portal (http://service.sap.com/instguides)

(-> SAP Solution Manager )

Master Guide SAP Solution Manager

Sizing Guide SAP Solution Manager

Installation Guides depending on OS/DB version




http://help.sap.com/

https://www.sdn.sap.com/irj/sdn/forum?forumID=156

http://www.sap.com/services/education/catalog/index.epx

http://service.sap.com/~sapidb/011000358700007304772002E/

http://service.sap.com/diagnostics




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