Step by Step Configuration Guide

Solution Manager – Service Desk

Document Details

Document Name Configuration Guide – Service DeskDocument Version 1.0Document OwnerDate Nov 23,2007

Amendment History

Version Date Comment Author

1.0 23/11/2007

Purpose..............................................................................5Introduction........................................................................5Basic Configuration.............................................................6

BC Set Activation...................................................................................................6Maintainence of Number range.............................................................................9Configuration of ABA Message.............................................................................11Roles in Solution Manager...................................................................................18

Master Data......................................................................18Business Partner..................................................................................................18

Sold to Party.....................................................................................................18Support Team...................................................................................................18Administrator....................................................................................................18Key User...........................................................................................................19Message Processor...........................................................................................19

Maintenance of Business Partners.......................................................................19Manual Maintenance.........................................................................................19

Organizational Model...........................................................................................22Service Products..................................................................................................22

Maintainence of Base Hierarchy and Root Category.........................................22Assignment of the Category Hierarchy to the application.................................24Creating Service Products................................................................................27

Installed Base......................................................................................................29Assignment of Business Partner to Ibase..........................................................30

Service Transaction...........................................................31Maintainence of Service Transaction...................................................................32User Interace Settings.........................................................................................38Copy Control for Business Transactions...............................................................39

Basic Configuration...........................................................42Partner Determination Procedure........................................................................42Text Determination Procedure.............................................................................46Status Profile.......................................................................................................46Action Profile.......................................................................................................48

Enterprise Intelligence.......................................................49Software Agent Framework Configuration...........................................................49Maintainence of Problems & Solution..................................................................51

Problem Maintainence......................................................................................51Solution Database Configuration.........................................................................55Catalog Maintainence..........................................................................................57

Maintainence of Code Group & Codes..............................................................58Code Group Profile Maintainence......................................................................60Maintainence of Subject profile........................................................................61

Service Contracts..............................................................63Availability and Response Time...........................................................................66Contract Determination.......................................................................................66

Billing...............................................................................69Billing Application Configuration..........................................................................69Services...............................................................................................................69Define Billing Organizational Unit........................................................................70

Steps for defining billing Unit............................................................................70Assign Billing Unit to Sales & Service Organization..........................................71Billing Relevance Check....................................................................................73

Define Billing Type...............................................................................................74Item Category......................................................................................................76

Item category Determination............................................................................77Support Process................................................................79

Creating a service desk message........................................................................79Direct creation..................................................................................................79Solution Manager Online...................................................................................80

Solving a service desk message..........................................................................81Confirming a service desk message....................................................................83Process Billing Due List........................................................................................86

Interaction Center.............................................................89IC Web client Profile Maintenance.......................................................................90Assignment of IC Web client Profile.....................................................................91Maintenance of Business transaction...................................................................93

Purpose

The document details step by step configuration for setting up service desk functionality of SAP Solution Manager.It describes the configuration related to basic as well as advanced features of service desk.

Introduction

SAP Solution Manager’s support desk is an ITIL Compliant IT support functionality which enables clients to efficiently manage their IT Support.

As per ITIL service support aims to ensure that the users have access to appropriate services to support business functions.To a business, customers and users are the entry point to the process model. They get involved in service support by

Asking for changesNeeding communication, updatesHaving difficulties, queries

The service desk is a single contact point for the customers to record their problems. It will try to resolve it, if there is a direct solution or will create an incident. Incidents initiate a chain of processes: Incident Management, Problem Management, Change Management, Release Management and Configuration Management.

Three types of service desk tructure that can be considered by any organization are :

Local Service Desk : to meet local business needs – is practical only until multiple locations requiring support services are involved.Central Service Desk : for organizations having multiple locations – reduces operational costs and improves usage of available resources.Virtual Service Desk : for organizations having multi – country locations – can be situated and accessed from anywhere in the world due to advances in network performance and telecommunications, reducing operational costs and improving usage of available resources.

Basic Configuration

BC Set Activation

Transaction Code SCPR20

In order to import the object list necessary for using the service desk functionality, activation of the following BC Sets need to be initiated.

SOLMAN40_SDESK_BASICFUNC_000SERVICE_DESK_CHANGE_REQUEST_32A

IMG Path

Activation log helps in verifying the succesful execution of BC Set.

Maintainence of Number range

The object for maintaining the number range for service desk messages is CRM_SERVIC.

Go to transaction SNRO and maintain the number range for the object

Once the number range is maintained the same can be assigned to the support desk message transaction type in the details view

Configuration of ABA MessageThe support desk uses both the basic notification ( ABA Message) as well as the service transaction as the message type.

Configuration of the ABA Message is done via DNO_CUST01

The ABA message created from Help-> Support Message is converted into a service order by action profile “ SLFN0001_STANDARD_DNO”

Roles in Solution Manager

Master Data

Business Partner

Each person in CRM-based processes is identified as a business partner, and has this ID throughout the process. The business partner ID creates the connection between a system user and a business partner.

Service Desk Business Partners

Sold to Party Company for which systems are maintained (Reporting Organization) whose messages are sent to service desk.

Support Team: The partner function refers to the team responsible for processing the messages.

Administrator: The partner function responsible for maintenance of the systems.

Key User The partner function who creates the support desk message.

Message Processor The partner function who creates processes or forwards messages. The processor is assigned to a position in organization model.

Maintenance of Business Partners

Manual MaintenanceBusiness Partners can be main manually via transaction code “ BP”.

The Ibase details of the system are maintained in the business partner record of the sold to party.

Message Processor

Support Team – The business partner ID of the support team is automatically created in the system while maintaining the Organizational Structure of the Organization.

Organizational Model

An organizational model models the functional organizational structure of the company.

Organizational units represent functions such as department, group, etc. Positions show how tasks are assigned to jobs, e.g. end user, purchaser or message processor.

Attributes such as Country, etc. can be assigned to the organizational units.

Service Products

We can use products( service products) to categorize and assign services. The products are also used in contracts to represent service level agreements in the form of response times.

Maintainence of Base Hierarchy and Root CategoryTransaction – COMM_HIERARCHY

To create products in solution manager we need to maintaina base hierarchy and need to assign a root category to the base hierarchy.

On the set type tab we assign we assign the following set types – these setypes form various tabs which are available in the product master.

Assignment of the Category Hierarchy to the application

Creating Service ProductsTransaction COMMPR01

Service products for contracts have specific fields like Service Profile & Response Profile maintained in the product Master

Installed Base

The entire system landscape supported by solution manager is defined as installation (ibase). An ibase component is created in the installation for each system in the installation.An ibase contains general data and components. Each system appears only once in the installation, so a system doesn’t appear in an ibase if it was previously in another ibase.

Once solution has been maintained in the landscape, ibase can created automatically.

Assignment of Business Partner to Ibase

Assignment of the business partner to the ibase helps in auto determination of the partner functions when a support message or an ABA message is created.

Service Transaction

A transaction type defines the attributes and characteristics of a business transaction. It controls the how a specific transaction is processed.

Maintainence of Service Transaction

Maintain a Z transaction which is a copy of standard transaction type SLFN

Enables determination of contract while maintaining the transaction

Assignment of various determination procedures

Transaction category specifies the business context in which a transaction type can be used ( for example, sales, service etc). One business category is the leading business category.Different customization setting are maintained at header level for each business transaction category

Grouping of code group profiles from different catalogs

Default priority for the transaction

User Interace Settings

Transaction Code : CRMV_SSC

Copy Control for Business Transactions

In order to copy transaction data from a service message to service confirmation copy control to be set up between the two.

In order to ensure contract determination while maintaining a service message, copy control to be set up between contract and service message.

Basic Configuration

Partner Determination ProcedurePartner determination helps in automatically determining the partner functions associated with the main partner in the business transaction.Determination procedure consists of a partner profile which is assigned to the transaction type.SLFN001 is the standard partner determination procedure which is used for partner determination at header level.

Partner functions which are supported by the procedure are :

Sold to Party Determination :

Assignment of the partner determination procedure to transaction type

Text Determination Procedure

Status Profile

Status management helps in maintaining user defined statuses at the transaction level.Certain workflows can be configured based on the value of the status.

The standard status profile available is SLFN0001.

Furthur processing for the transaction at a particular status level can be configured e.g when the status is in process the following transactions are forbidden.

Action Profile

Actions in Solution Manager uses the post processing framework which is a basis component for generating actions from the data for an application according to an action definition. The actions are processed at a specific time.

The action profile consists of a list of actions which should be executed based on the processing conditions. The profile is assigned to the transaction type for execution at header level or the item category at item level.

The standard action profile which is assigned to the support message is

The action can be processed by either of the following methods:1. Method Call2. Workflow3. Smart form

Enterprise Intelligence

Software Agent Framework Configuration

In order to use the Enterpise intelligence application, the search engine needs to be configured. The tool CRMC_SAF_TOOL can be used for configuration and testing of the customization for software agent framework.

Using the Guide button, the software agent framework can be configured.

Once Configured, the solution database can be maintained via transaction IS01.

Maintainence of Problems & Solution

Problem Maintainence

Select the Problem Type

Enter the description of the problem

Create a linked solution to the problem saved above

Inorder to search the problem solution combination in the solution database.. release both the problem as well as the solution

Solution Database ConfigurationIMG Path

Maintainence of Number Range

Catalog Maintainence

I1 is the standard Catalog available.

Maintainence of Code Group & Codes

Code Group Profile Maintainence

Maintainence of Subject profile

Service ContractsA service contract is an agreement with the customer for a stipulated period of time that specifies the services offered for that period. It specifies the service levels a customer is entitled to

Header overview

Item Overview

For the contract determination to be active the Organizational view of the contract should be similar to the transaction type.

Availability and Response Time

Customer specific Service Level Agreement can be maintained through service contract

Contract Determination

According to the settings in Customizing, when creating a service process with a transaction type for which contract determination is activated, either you are requested to select a contract, or the system determines the contract, and automatically copies it to the transaction. Contract determination occurs in the system based on the following selection criteria:

• Partner: The sold-to party in the service contract and in the service process must be identical.

• Sales and Service Organization: The sales organization and the distribution channel must be identical. If the service organization is processed in the service contract, it must be identical to the one in the service process.

• Status: The status of the service contract item must be Released.

• Validity: The date in the Start Required by Customer field in the service process must lie within the validity period of the service contract item.

• Object List: The reference object from the service process must be entered in the object list for the service contract item.

• Copying Control: The copying of contract items to transaction items must be set in Customizing.

Contract determination in service transaction

Same sold to party

Status released

BillingAlmost all the transaction types can be billed using CRM Billing application.

In order to use CRM billing following configuration steps need to be executed.

1) Setup services used in CRM billing including in particular pricing and partner processing.

2) Definition of Number range in CRM billing3) Definition of Billing Units as additional information for the sales and service

organizations 4) Definition of Billing Types in CRM Billing5) Definition of Item Categories in CRM6) Setting up Item Category Determination in CRM7) Setting up TTE for determining taxes8) Setting up interface to Financial Accounting

The process flow for creating and issuing invoices using CRM billing can be divided into four sub processes.

Input ProcessingBilling CancellationOutput Processing

CRM Billing copies billing relevant items from different business transactions and saves them as billing due list items during input processing. From the billing due list we can trigger both the individual as well as collective billing for billing due list items.During billing the system groups together as many related billing due list items from different CRM business transactions as possible and transfers them to a joint billing document.

Billing Application Configuration

Services

Services used by CRM Billing are :

PricingPartner ProcessingText ProcessingAction Processing

Define Billing Organizational Unit

Billing Unit is not a separate Organizational Unit in its own right – it is used merely to provide additional information on the sales / service organization. It flags a specific sales or service Organization to be responsible for issuing invoices for an organizational plan

Steps for defining billing Unit

Create business partner for the sales / service organization with the partner function billing unit

Org Unit – Customer Care center will be flagged as responsible for generating bills for sales & service

Assign Billing Unit to Sales & Service Organization

Billing Relevance Check

The item category of the transaction type preceeding billing should be checked.

Define Billing TypeBilling type helps in defining the characteristics and properties of a billing document. The billing type attribute determines how the system behaves during the billing process.

Billing document category defines whether the billing type is for customer or inter company billing or Proforma Invoice.

Pricing Procedure

Copy pricing procedure would ensure copy of the pricing procedure from the preceding transaction rather than picking it up from the billing type customization.

Item Category

Item category Determination

Support Process

Creating a service desk message

Support Message can be created directly from the transaction where the error is reported or can be created online in Solution Manager.

Direct creation

Solution Manager Online

Solving a service desk message

Solution Proposed by Message Processor

Confirming a service desk message

Process Billing Due List

Interaction Center

IC Web client Profile Maintenance

Assignment of IC Web client Profile

Maintenance of Business transaction