servicedesk reglas

8/13/2019 ServiceDesk Reglas

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SAP solution manager 3.2 is the next generation of SAP tools for system management;it provides a SAP customer an efficient means to manage their SAP Landscape. Theproduct has many facets both for Implementation (Roadmaps, E-Learning and etc.) andSupport (Diagnostics, Service Desk and etc) but the feature that I found mostproductive was SAP Service Desk. Hailing its roots from the CRM component it requiresan ample amount of CRM configuration to get the problem message flowing into thesolution manager from your SAP landscape.

I am going to present a quick guide to get the service desk up and running for anorganizations internal support, excluding all the BASIS(BC) activities, I would beassuming that the system has the latest patch level and support packages installed ,sohere we go

1. Going to a simpler message profile

A message profile identifies what parameters are required to create a messageand what actions can be performed on the message. The default message type forsupport notification generated from the system landscape is SLF1.

a. Go to Transaction " DNO_CUST01 " (Change view message categories) and press

change

b. Go to the Details view of message category "SLF1".



c. Now in the action profile change the action profile from"SMSD_ABA_MLDG_SERVICEVORGANG" to "SLFN0001_STANDARD_DNO"

d. Press Save and Exit the transaction.

You have not set a simpler action profile which requires less customizationconfiguration and effort to get the message flowing. For this action profile you onlyneed to maintain Sold-to-Party, Reported By and Support Team.

2. Create Business Partners

Business partner in the support desk scenario are of 2 types Organization andEmployee, the organization business partner acts as a Sold-To-Party (the company forwhich the systems are to be supported by service desk) and a Ship to Party. Similarlyan employee acts as a Message Creator, Message Processor and Administrator. Forcreating a business partner there are 2 approaches

A .Using T-Code DSWP to mass generate.

1. In DSWP -> Edit - > Create Business Partner



2. In Create Business Partner Click On to add a system from yourlandscape

3. Expand the system and select all the users you want to utilize the service desk

functionality and then press .

B. The second Approach is by using T-Code BP

1. In T-Code BP Select and maintain role "Employee" and "GeneralBusiness Partner" and supply the necessary address data. In order relate the businesspartner with the landscape user you need to maintain the Identification Tab

Here the identification number is the combination of <System Id> <Installation #><Client> <User ID> separated by spaces.

The business partners that you have just created are Message Creator ( or aliases are

Reporter and Key User ).In order to make a business partner a message processor youneed to assign SAPNETUSID parameter in the user profile with a S-Number theemployee can then send the message to SAP.

3. Setup Sold to Party

The phrase Sold to Party is the current service desk scenario corresponds to thereporting Organization e.g. (IT Dept, Customer Service Dept or Help Desk).The sold to



party must be setup at the individual component of the Installation base. Now you firstneed to setup the organization into the system,

A) Using HR Organization Management and developing the Organization Structureand Staffing using PPOCE and PPOME

a. Goto T-Code PPOCE and define a validity Date for the Root Organization

b. Provide Validity Date for Organization

c. Maintain the Name, Description and Address tab of the Organization.

The organization unit that you have created is assigned a ID note the ID of the

organization unit by going the Organization unit and from the menu Goto->DetailObjects-> Enhanced Object Description.

Note the object ID number presented on the "Maintain Object" Screen

B) After development of the organization unit you need create a business partnerof the organization unit to maintain, this is very simple

a. Goto T-Code SPRO



e. Your business partners is created successfully, note B-Partner Number, if youhave a well define and maintained organization structure you can use this transactionto create your organizations business partner (Employee and Business PartnerOrganization).

f. Now since you have created the business partner from and organizational unityou can now assign this partner as a sold to party organization. Go to T-Code IB52

g. Set Install Base value to 1 and press Enter

h. Now if the basis configuration is correct and they are running the Early watch

report correctly you should be viewing a hierarchy of your landscape systemsregistered with SAP Solution Manager along with all their client.

i. Select the root component of all the clients.

j. From the menu Goto->Partner

k. Select function "Sold to Party" and in the Partner field enter the newly createdB-Partner Number in our e.g. 24.

4. And Go (Setting Up Support Team).

Support team identifies that individual or group of individuals, whowould be performing activities to lead the support notification towards a solution,I amgoing to setup the first level support team for a specific SAP Component and thenassigning a user as its person responsible.

a. Go to T-Code "PFAC_RESPO"

b. Select Object Type "AC" and Rule "13200137"

c. In the "Responsibilities" tab Click to create a new Responsibility



Maintain the Name of the responsibility

e. In the detail screen after the house keep of "BASIC Data" go to the"Responsibility Specs" grid and against the "SAP Component" enter "BC*"

f.

g. Click Save and again Go to T-Code "PFAC_RESPO" and maintain the same object

and rule number as previous.

h. Select the newly created responsibility and Click and select

i. Search and select a system user and press create .

Now when ever a message flows into Service Desk with the componentstarting with "BC_" its support team would contain the user id of the selected useras the person responsible for handling this support message.

Congrats with the above three steps you have managed to setup your service desk for

internal support, you can now successfully create support messages from youlandscape and record them in Service Desk with out any errors. Well if you think this is



all then you're wrong this is just a toffee to lore you towards the system there areseveral other activities you would need to perform after this like,

1. Automatic notification to user on any message activity,

2. Forwarding message to SAP Support Desk

3. Developing a Solution Database

and etc.

I would be addresses all these points in my future blogs so keep in touch and happyreading.

servicedesk reglas

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