service request handling fp3.0

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Version:1.0

Date: 7-Apr-23

Language:

ByDesign Service Request Handling-SPCFinding Procedure Tasks for FP 3.0

Document Owner

Syam Kadayapurath

© 2023 SAP AGDietmar-Hopp-Allee 16D-69190 Walldorf

Document Title: ByDesign Service Request Han-dlingVersion: 1.0Date: 7-Apr-23

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Copyright

Copyright © 2023 SAP AG. All rights reserved.

No part of this documentation may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG.

SAP reserves the right to change the information contained in this document without prior no-tice.

Organization of documentsAll hard copies of process documents represent a copy of the corresponding original document. Only the original is kept up to date.

The maintenance and archiving of documents is governed by the Standard Document Control.

Author(s)Syam Kadayapurath

Reviewer(s)Dirk Gromann & Pascal Scheuermann,

History

Version Status Date Change Description

1.0 24.08.2011 Created based on FP2.6


Documents Title: ByDesign Service Request Han-dling

Version: 1.0Date: 7-Apr-23

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Contents

1 Service Requests..................................................................................41.1 System Provisioning Request............................................................................4

1.2 Service Request from CRM (ICP)....................................................................4

1.3 Find the right provisioning procedure................................................................7

1.4 Landscape Picture.............................................................................................9

2 Selecting Data Center.........................................................................10

3 FP3.0 Production Requests...............................................................123.1 Selecting Carrier System for Customer FP 3.0................................................12

3.2 Other Products in BYD Hosting- FP3.0...........................................................14

3.3 Private edition..................................................................................................15

4 Cancelling Service requests..............................................................17

5 Aborting Process and Service requests...........................................18

6 Error in Service Requests completion..............................................196.1 Status -ERRPAR..............................................................................................19

6.2 ERRCFM- Error Confirmation..........................................................................19

7 Glossary..............................................................................................21

8 Table of figures...................................................................................22

9 Table of tables.....................................................................................23

10 Table of external links........................................................................24




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1.........................................................................Service RequestsThis document explains how to handle the different types of Service requests in Service Provider Cockpit and what manual actions are needed.

Login to SPC and open the “ Service Request” view.

A service request can be triggered from two sources -Tenant Request in ICP or Provisioning request in SPC.

1.1 System Provisioning Request

In SPC the provisioning request triggers a service request. The service request goes to status “in process” automatically. This will trigger a procedure called “BYD FP3.0 PROVISIONING FIND AND TRIGGER PROVISIONING PROCEDURE”. Note down the “identifier” of the process as marked in the below screen shot.

Provisioning requests can be triggered for two purposes.

New system installation ( ZH codesZH001 to ZH050) On Stock Tenants. ( ZH codesOS001,OS002,CDS01, CDS02) In this case you can

find that the Target System ID field is filled.

1.2 Service Request from CRM (ICP)

The tenant requests once approved in ICP, generates a Service request in SPC. It will be in status “APPROVED”. Check the request details in the tab “ Service Request Details”.

The main details to be noted are marked in the below screenshot.




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1.2.1 Down Time Restore ID in Service request.

This is a reservation ID for the time period which can be used for the tenant copy for the source tenant. The tenant requester reserves a four hours window while creating service request in ICP. This will be always different from the standard maintenance window of the customer / source tenant. You can find this in the “planned downtimes” for the source tenant in SPC cre-ated by “ TRREQUEST”.

1.2.2 Starting Process

You have to select the Tenant request and click on button “start”.

To start immediately: Delete the “ time field” and click OK To start later: enter the date and time so that the finding process starts at given time.

Click on the “Process Management” tab to view the identifier for the “Finding procedure” process for the service request.




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Check the Tenant request in ICP for additional information. There may be special cases where the target system is different or information on down time for the source is given.

ICP LINK:

https://icp.wdf.sap.corp/sap(bD1lbiZjPTAwMSZkPW1pbg==)/bc/bsp/sap/crm_ui_start/default.htm?saprole=ZSU_DEFAULT

Service Engagement Service Orders. Search Service Request ID in Service Order ID.Open the details view by clicking on the Service order ID.

Expand the “Notes” to get additional information for the Tenant setup.

1.2.3 Special case: Private Edition or Single customer systems.

There is a possibility for a customer to request for a separate system for his tenants. In such cases the tenant requests comes with a maintenance window “PRIVE”.

How to handle such request is detailed in section 3.3




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1.3 Find the right provisioning procedureThe service request triggers the procedure “BYD FP3.0 PROVISIONING FIND AND TRIGGER PROVISIONING PROCEDURE”. Go to the “Tasks” view in SPC. Search the process for your Provisioning request with the identifier. The tasks in this process are automatic but they are designed in a way that they stop with status “Q- Input Required” for user intervention. You can check the details in the application log tab.

Check the application logs of Task # 3 Propose system. The SPC checks the landscape and proposes out a best possible target system for the target tenant. This task is not relevant for invalidation, Onstock creation and tenant transitions.

1.3.1 Task #4 :“Enter and Confirm Parameter”.

The task is stopped with status “Q- Input RequiredIf Tenant ID is not available then manually enter the parameter “System number”. ( Target system No). If the parameter “Tenant ID “ is already filled by SPC, then the expected process will be a tenant transition or termination.




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Decision table for Parameter Entry.

The below table gives an overview for action to be done at task 3.

Note: Yes means the parameter value is filled by SPC automatically

No means parameter value not available.

Operation type- Description

Check the below parameters at Task # 3

Input @ Task 3

Input @ Task 5

OPERATION_TYPE

BUSINESS_TENANT_TYPE (Target)

SOURCE_TENANT_ID

TENANT_ID (Tar-get)

SSTEM_ID (Target system ID in SR or TR notes section)

ICP- Tenant Setup

9500970 Yes

Yes / No

Not Avail-able

No (op-tional)

SYSTEM ID (optional)

no input-only verifiy

SPC Provisioning Request- On stock Tenant

9500970 OS001 & OS002

Yes Not Avail-able

Yes

no inputno input-only verifiy

Tenant Termina-tion

9500972 Yes Not Avail-able Yes

Not Avail-able no input


SAP Hosting Deployment Rights & Password


Not Avail-able No input


Request Restore Point

9501572 Yes

Yes

Not Avail-able



Reset to Restore Point

9501573 Yes Yes ( Tenant ID of Restore point)

Yes ( Ten-ant ID of Prod)



SAP Hosting Delete Restore Point




SPC Provisioning Request- System installation

9500970ZH001 to ZH12

Not Avail-able

Not Avail-able



1.3.2 Task# 6- One of Precheck in BLD

It is checked if a customer already has another Tenant on the same system ->If yes throws alert. Ignore this alert and follow the finding procedure propose system rules

1.3.3 Task # 7: Find Process Definition and approve

Verify that the correct process is triggered. Check the parameter PROCESS_NAME.

If your desired process is not triggered you still have possibility to correct this at this task. You can modify the relevant parameters and “ Retry” the task.

Below some examples use cases for changing parameters at task # 7:

Change the target system ID for a remote copy. Select a new copy from initial master, instead of assigning on stock tenant to customer.

1.3.4 Task # 8: Start Provisioning Procedure.

Finally, the exact procedure for the tenant or system setup is triggered.




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The below tenant setup process is available in FP3.0

BYD 3.0 PROVISIONING TENET COPY WITH PCS( default) BYD 3.0 PROVISIONING TENET COPY WITH SQL ( to be used as fall back in special

cases)

You can find the task identifier for this process in the application log of the task “Start Provision-ing procedure”. This task will be in “running” status until the child process is completed

Start monitoring the tasks with the new process identifier

1.4 Landscape Picture\\hosting\A1S_factory_public\Projects\Events\03_AsessmentDay_FP2.5\Landscape\V02_FP2.5_Systemlandscape.vsd

Maintenance Window and Region

Standard Contract Maintenance Win-dow RegionUTC + 2 EMEAUTC - 5 USUTC + 8 APAC

PRIVE Single system (Section 2.1)




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2.................................................................Selecting Data CenterWhen a new customer request comes we have to decide the Data center and carrier system on which the first tenant for them has to be setup.

Check the CMDB( 2.6 and 3.0) and landscape carefully with customer name and Cus-tomer ID ( BP ID) to verify whether the customer already exist in any of the landscapes.

Follow the below decision table to select the Data center and carrier system for cus-tomer tenants (ZH102, 421 or 521).

New customer Time Zone = UTC-5 DATA CENTERNo Yes Same as existing tenant

Yes NoEU01 ( Data Center ROT- Europe)

Yes Yes US01 ( Data Center NSQ - US)No No Same as existing tenant

Landscape picture- screen shot

The Data Center information will be updated by the requester in “General Data” tab in Tenant request in ICP which in turn will be passed to SPC parameter “Location”




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3........................................................FP3.0 Production RequestsIn FP3.0 landscape the carrier systems are paired as Test tenant carrier and Production tenant carrier. The tenants belonging to a particular customer will be placed on a test and prod pair which belongs to same time zone region.

There will be dedicated systems which will host only the customers test tenants ie ZH code types( ZH102, 521,522,523,524..etc)

The production carrier will host only the Prod tenants (ZH421)

FP 3.0 - Test-Prod carrier pair -example

customer-2 RESTP of DM tenant 008 Onstock OS002 008Onstock OS002 007 customer-2 RESTP 007customer-3 scoping( ZH102) 006 Onstock OS002 006

DM test( ZH522) 005 Onstock OS002 005Imp test( ZH521) 004 Onstcok OS002 004

Customer-1 Change pro( ZH524) 003 Customer-2 Prod(ZH421) 003Imp Tes( ZH521) 002 Customer-1 Prod(ZH421) 002

customer-2

Test Carrier Prod Carrier

.

3.1 Selecting Carrier System for Customer FP 3.0 Carrier system selection should be done only during the task ‘Enter and Confirm Parameters’ task based on the SPC parameter ‘BUSINESS_TENANT_TYPE - ZHCode for Tenant’ . The below guide lines can be used to verify the “PROPOSED SYSTEM” by SPC

3.1.1 Carrier system selection for Customer tenants (ZH102, ZH521, ZH421, ZH522, ZH523, ZH524, ZH723 and RESTP):

Thumb rules:

1. Generally the first tenant for a customer is of type ZH102( scoping tenant). There may be cases where customer directly request for ZH521or even ZH421.

2. Customer tenants (above mentioned types) should be placed in Prod (ZH001) or Test (ZH019) systems

3. Maximum number of customers allowed in a Prod -Test pair = 15

(These maximum customers limit 15 should be calculated considering the number of unique customers present in both the test and prod carrier. For e.g: If Test carrier has 10 customers and prod carrier has 3 customers then the number of customers present in the pair=13 => still 2 more customers can be accommodated)Use the below shown flow-chart to determine the target system number




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4. Support Escalation Tenant (ZH723) is a copy of Prod tenant of a customer, created for trouble shooting escalated issues. This tenant should be placed in the same carrier system as the source tenant.

5. The restore points (RESTP) of any tenant will be created on the same system as the carrier.

6. There may be cases were multiple ZH102 and ZH521 tenants requested fro same cus-tomer.




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No Select a test carrier from landscape picture based on the DTW and data center matrix (Section 2)

ZH102, ZH521

Target tenant type

Customer has exist-ing tenants?

(Do not consider ZH301-Sales Demo tenant)

ZH421

Yes

Place in productive carrier based on the DTW and data center matrix (section 2)

DTW of new tenant request = DTW of existing ten-

ZH102,ZH521,ZH522,ZH523, ZH524

Target tenant type

No

Select a test carrier from landscape picture based on the DTW and data center matrix (Section 2)

ZH421

Place in productive carrier based on the DTW and data center matrix (section 2)

Yes

Target tenant type

ZH102,ZH521,ZH522,ZH523, ZH524

ZH421, RESTP ,ZH723

Test carrier corresponding to the already existing tenant

Prod carrier corresponding to the already existing tenant

Customer Tenant Request

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If the DTW of the new request is same as the existing tenant’s then the new tenants could be placed in the same carrier system as the existing tenants.

3.1.2 Carrier system selection for Partner tenant types (ZH302, ZH303), reference ten-ants (ZH801,ZH803,ZH103),Sales on Demand (CD*), Travel on Demand (TD*)ten-ants and smoke-test tenants:

Tenant type Carrier system

ZH302 (Partner DEV Tenant) Partner Dev System( ZH007) based on the re-quested Down time window as per the Land-scape picture

ZH303 (Partner Test Tenant) Partner Dev Test System (ZH008) based on the requested Down time window as per the Land-scape picture

ZH801,ZH803,ZH103 (Reference tenants)

Target system information will be available in the service request and SPC parameters

CD* (SOD tenants) Place in SoD carrier(ZH012) maintained in NWS Landscape sheet of the landscape picture, ac-cording to the DTW of the requested tenant

TD* (ToD Tenants) Place in ToD carrier(ZH014) maintained in NWS Landscape sheet of the landscape picture, ac-cording to the DTW of the requested tenant

Smoke-test tenants Target system information will be notified by mail

.

3.1.1 Special Case: Customer with One-Off Development

Scenario: The Tenant copy process gives an error at task “One-OFF Conflict analysis”.

You have to restart the entire process starting with Finding Procedure. In such case new finding procedure parameter should be entered with another test system, of another system pair be-longing to other customers, in same DC and Maintenance Window (best to select a system pair which is already full with the maximum amount of customers, as such a OneOff customer should not count against the customer limit).

3.2 Other Products in BYD Hosting- FP3.0There are some more products hosted on BYD landscape. The tenants for these products are designated with separate Business Tenant type (ZH code).

Sales on Demand or CRM on Demand – ZH code starting with CD__. Travel on Demand – ZH code starting with TD__.

Check the transition excel for more details.

\\dwdf212\byd_ls\50_Technical_Delivery_Productization\00_General\20_setup\09_MT_landscape\50_Operations\01_Client_Setup\TenantTypes_DefinitionAndTransitions.xls

You can find these special carrier systems in SPC by searching with their Business type.

Sales on Deman Carrier - ZH012




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Travel on Demand carrier- ZH014 .

The carrier system for SoD and ToD are marked in separate tab – “ NWS Landscape “ for each geographical region in the “landscape picture” as shown below screen shot. The relevant ten-ants should be placed only on these carrier systems.

Note: There is only one Data center at ROT( Europe) for SOD systems.

3.3 Private editionA customer, requesting for private edition will be provided with their own single server system. They have additional features eg: customized maintenance windows, special support. There will be a Prod ( ZH006) Test (ZH019) pair for a private edition customer.

Note: The first scoping tenant for this customer may be located in a multi customer carrier sys-tem. Do not get confused with this.

Inform SCC ([email protected]) about the customer request. Below format can be used for the mail.

---------------------------------------------------------------

Hi,

We have a customer request for FP3.0 Private Edition.

TR Number :

Customer name:

Kindly let us know the system details for this Private customer tenant.

If there is a new system to be set up, please inform us once it is completed.

Regards,

-----------------------------------------------------------------




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Place the tenant in the system mentioned by SCC. The request mostly includes a workspace export/import also, which is automated in

process as normal. Check the Service request details. All test tenants for this customer should be placed only in the Test carrier ( ZH019) as-

signed for this customer. The prod tenant ( ZH421) and its RESTP should be placed in the Prod carrier. Do not place any other customer in such systems.




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4......................................................Cancelling Service requests 1. You can get the “ Task ID” and Service request no from SPC Service request view.

2. Login to SPC sapgui with your personal user. T Code- SESFTS3. Load BO: /A1SSPC/SERVICE_REQUEST4. Edit Load BO Instance ROOT – QUERY_BYELEMENTS. Enter the “Task ID” and

ICP Tenant Request No (with preceding zero) in “ServiceRequestICPRequestID” and continue.

5. You will get the details of the BO Node instance on the right side pane once you click the BO node

6. Click on the edit button. Change to “ Form View” so that you get the details like above. Scroll down to the “Operation Status” attribute. Change the status to “CANCEL”.




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5..................................Aborting Process and Service requests

https://cprojects.sap.com/sapintern(bD1lbiZjPTUwMSZkPW1pbg==)/doc_ov_allversions.htm?p_col_id=DDE6C2F99798A3F1B2C5001A4BAFB9F2&p_area_id=DDE6C2F99798A4F1B2C5001A4BAFB9F2&p_topic_id=DF381BB598FF78F19901001A4BAFB9F2&p_doc_id=DF8B3B786D0071F1857C001A64D4F544




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6......................................Error in Service Requests completion

6.1 Status -ERRPARThis happens due to error due to parameter inconsistency, between Service request and ITP.

If there is any change in any parameter returned by the child process, then the service request will go to ERRPAR status. The application log will give you the details.

To correct this, click on “ Get parameters”, in process Management tab.

Select the correct source according to your case, from which the parameter has to be loaded.

i.e. Select ITP, if the parameters in the under lying process is the correct one you want SPC to pass to ICP.

6.2 ERRCFM- Error Confirmation




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To correct this, click on “ Retry” as shown below.




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7.......................................................................................Glossary

Term Definition

Table 1 Glossary




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8............................................................................Table of figuresFigure 1 Landscape Diagram.................................................Fehler! Textmarke nicht definiert.




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9.............................................................................Table of tablesTable 1 Glossary.......................................................................................................................... 5




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10...............................................................Table of external links

Chapter Description link




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