var_pdfffff.pdf

Configuration and Upgrade Guide

Document Version: 1.0 – 2013-08-12

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Application Incident Management –Configuration and Upgrade Guide for Service Provider / SAP Channel Partner (VAR)

Applicable Releases:SAP Solution Manager 7.1 SPS 08

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© 2013 SAP AG or an SAP affiliate company. All rights reserved.

Application Incident Management –Configuration and

Upgrade Guide for Service Provider / SAP Channel Partner

(VAR)

Typographic Conventions

Typographic Conventions

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Example Words or characters quoted from the screen. These include field names, screen titles,

pushbuttons labels, menu names, menu paths, and menu options.

Textual cross-references to other documents.

Example Emphasized words or expressions.

EXAMPLE Technical names of system objects. These include report names, program names,

transaction codes, table names, and key concepts of a programming language when they

are surrounded by body text, for example, SELECT and INCLUDE.

Example Output on the screen. This includes file and directory names and their paths, messages,

names of variables and parameters, source text, and names of installation, upgrade and

database tools.

Example Exact user entry. These are words or characters that you enter in the system exactly as they

appear in the documentation.

<Example> Variable user entry. Angle brackets indicate that you replace these words and characters

with appropriate entries to make entries in the system.

EXAMPLE Keys on the keyboard, for example, F2 or ENTER .

Application Incident Management –Configuration and Upgrade Guide for Service Provider /

SAP Channel Partner (VAR)

Document History

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© 2013 SAP AG or an SAP affiliate company. All rights reserved. 3

Document History

Version Date Change

1.0 2013.08.12 Created

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Table of Contents

Table of Contents

1 General Information ....................................................................................................................................... 7 1.1 Incident Management Overview............................................................................................................................. 7

2 Check Setup .................................................................................................................................................... 9 2.1 System Preparation ................................................................................................................................................ 9 2.2 Basic Configuration ............................................................................................................................................... 10 2.3 Managed System Configuration (optional) ......................................................................................................... 10

3 IT Service Management Configuration ..................................................................................................... 12 3.1 Configure Manually ............................................................................................................................................... 12

3.1.1 Copy Transaction Type ........................................................................................................................ 13 3.1.2 Define Copy Control .............................................................................................................................. 13 3.1.3 Specify Mapping Rules ......................................................................................................................... 14 3.1.4 Define Proposals for Rel. Transactions ............................................................................................... 14 3.1.5 Adapt Factory Calendar ....................................................................................................................... 14 3.1.6 Enable Switches for ITSM (optional) ................................................................................................... 14 3.1.7 Maintain SAP Customer Number ........................................................................................................ 14 3.1.8 Technically Upgrade Products ............................................................................................................. 14

3.2 Users, Business Roles, and Authorizations......................................................................................................... 15 3.3 Master Data ............................................................................................................................................................ 16

3.3.1 Maintain S-User for SAP Backbone ..................................................................................................... 16 3.3.2 Synch VAR Customer Number(s) and Installations .......................................................................... 17 3.3.3 Setup to manage several SAP customer numbers ............................................................................ 18 3.3.4 Download Master Data from SAP ........................................................................................................ 19 3.3.5 Creating Key Users for a Customer Organization .............................................................................. 25 3.3.6 Scheduling Background Jobs for Master Data Synchronization ...................................................... 31

3.4 Manual Master Data Maintenance ....................................................................................................................... 31 3.4.1 Create Business Partners for Customers (optional) ......................................................................... 31 3.4.2 Create Business Partners for Key Users (optional) ........................................................................... 32 3.4.3 Specify Business Hours ........................................................................................................................ 35 3.4.4 Message Processor............................................................................................................................... 35 3.4.5 Set up an Organizational Model (optional) ......................................................................................... 39

4 Customizing ................................................................................................................................................. 40 4.1.1 Transaction Type SMIV ....................................................................................................................... 40 4.1.2 Text Determination Procedure ............................................................................................................ 42 4.1.3 Partner Determination Procedure ....................................................................................................... 47 4.1.4 Status Profile .........................................................................................................................................50 4.1.5 Date Profile ............................................................................................................................................ 53 4.1.6 Action Profile ......................................................................................................................................... 54 4.1.7 Number Ranges .................................................................................................................................... 58 4.1.8 Integration with other Processes ........................................................................................................ 58



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5 Additional Configuration Options .............................................................................................................. 61 5.1 SAP WebClient UI Configuration & Personalization ........................................................................................... 61 5.2 Adding Custom Actions to the SAP WebClient UI .............................................................................................. 61 5.3 TREX Set-up .......................................................................................................................................................... 62 5.4 Support Team Determination .............................................................................................................................. 62

5.4.1 Support Team Dispatching via Rule Modeler .................................................................................... 62 5.4.2 Support Team Determination via BRFplus ........................................................................................ 63

5.5 Multilevel Categorization ..................................................................................................................................... 64 5.5.1 Create Service Product ........................................................................................................................ 64

5.6 Problems................................................................................................................................................................ 66 5.7 Define Problem Categories .................................................................................................................................. 66 5.8 Knowledge Articles ................................................................................................................................................67

5.8.1 Define Number Range for Knowledge Articles .................................................................................. 68 5.9 Time Recording ..................................................................................................................................................... 69 5.10 Service Level Agreement (SLA) and Escalation Procedures ............................................................................ 69 5.11 SAP Internet Graphics Server (IGS) Set Up ....................................................................................................... 70

6 Upgrade.......................................................................................................................................................... 71 6.1 Required Configuration ......................................................................................................................................... 71 6.2 Transition from SIVA to SMIV ............................................................................................................................... 71 6.3 SMIV Compatibility of Existing Customer Configuration ................................................................................... 72

7 Best Practice / FAQ ..................................................................................................................................... 73 7.1 Which Background Jobs are relevant for Incident Management? .................................................................... 73 7.2 Which BAdIs are relevant for Incident Management? ........................................................................................74 7.3 Message Queries in Work Center based on the Organizational Model ............................................................. 75 7.4 How to change SAP WebClient UI Configuration ................................................................................................ 75 7.5 Modifications of the Work Center Menu .............................................................................................................. 77 7.6 What is required for Key Users to be able to Access the Work Center? ...........................................................79 7.7 How to use Single Sign On with same Certificate like SAP Service Marketplace ............................................79 7.8 How to Display all Messages of an Organization/Company ("Employee responsible for") ........................... 81 7.9 How to Define a Short URL Alias as Access to the Work Center? ..................................................................... 81 7.10 In Which Tables is Data Stored? .......................................................................................................................... 82 7.11 Main authorization difference between key user and processor view? ........................................................... 82 7.12 Error Message DNO_150 ...................................................................................................................................... 83 7.13 Archiving and Deleting Messages ....................................................................................................................... 83 7.14 Which Information is entered for a system in SMSY? ....................................................................................... 84 7.15 Problems with the Job REFRESH_ADMIN_DATA_FROM_SUPPORT .............................................................. 84 7.16 Message “Partner 00000 not found – see long text” is displayed while saving entries in the

AISUSER Table ...................................................................................................................................................... 84 7.17 How to make IBase Component Read-Only ....................................................................................................... 85 7.18 How to customize navigation panel (Link Group) in CRM Web UI ....................................................................87 7.19 How to: Report downloaded system data in Service Desk for Service Provider- VAR Customer

Report .................................................................................................................................................................... 89 7.20 Automatic forwarding of incidents to SAP depending on component ............................................................ 90

8 Appendix ........................................................................................................................................................ 91 8.1 Configuration Overview “Service Desk for VARs” .............................................................................................. 91 8.2 Overview of System/User Information Download and Master Data Generation............................................ 92 8.3 Status Profile ......................................................................................................................................................... 92

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8.4 S-User Authorizations in SAP Global Support Backbone .................................................................................. 93



General Information

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1 General Information

This guide helps you to configure the Application Incident Management with SAP Solution Manager 7.1.SPS

(Service Pack Stack) 08+ for Service Provider / Channel Partner (VAR).

Much more helpful information about Application Incident Management and SAP Solution Manager topics you can

find online under

SAP Help Portal: http://help.sap.com/solutionmanager71

Remote Knowledge Transfer: http://service.sap.com/rkt-solman -> SAP Solution Manager 7.1

Installation Guides: http://service.sap.com/instguides -> Release 7.1

How-To Documents: http://service.sap.com/solutionmanager -> Media Library -> How-To Documents

1.1 Incident Management Overview

The Application Incident Management (IM) is a central service point which enables a centralized incident and

issue message processing in multiple organization levels. It offers a communication channel with all relevant

stakeholders of an incident, such as customer business user, partner support and SAP service & support

employees.

http://help.sap.com/solutionmanager71

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

http://service.sap.com/instguides

http://service.sap.com/solutionmanager

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General Information

IM is integrated in all Application Lifecycle Management processes of SAP Solution Manager, in any SAP Business

Suite solution and could be connected to a non-SAP Help Desk application. Furthermore, it includes follow up

activities like Change Management and Root Cause Analysis.

The Incident Management scenario in SAP Solution Manager 7.1 comprises various new functionalities which are

based on SAP CRM 7.1 IT Service Management. It includes the web-based user interface SAP WebClient which

replaces the SAP GUI transactions CRMD_ORDER and CRM_DNO_MONITOR. SAP WebClient is the new main

workplace of Service Desk processors and administrators. The Work Center “Incident Management” is still

available in SAP Solution Manager 7.1 and can be still used like SAP Solution Manager 7.0. It can display messages

based on the former transaction type SIVA.

The SAP ITSM functions have been developed on new object types, so that it was necessary to have new

transaction types for Incident and Change Management. The former SIVA based documents cannot be displayed

or processed in the SAP WebClient UI. Therefore, the new transaction type SMIV (Incident) in SAP Solution

Manager 7.1 is introduced. It replaces the transaction type SIVA which was used in the Incident Management

Scenario in SAP Solution Manager 7.0.

The configuration contains several steps. This guide is about the fundamental configuration, creation of SAP

Solution Manager system users and creation of (CRM) business partners, preparation for the work with several

customer numbers, the download of master data (system data and user data) for several customer numbers, and

some optional configuration steps.



Check Setup

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2 Check Setup

When you carry out the configuration of the Solution Manager System, we recommend that you use the automatic

configuration transaction SOLMAN_SETUP. Via the transaction SOLMAN_SETUP, you start the initial configuration

of the SAP Solution Manager system. In the navigation area on the left, you can access the following guided

procedures which contain configuration steps relevant for the Incident Management scenario.

To go on you need to have successfully performed at least those three configuration steps according to the

guided procedure documentations:

2.1 System Preparation

In this guided procedure, you make settings preliminary for the Solution Manager configuration, such as creation

of dialog users with the required authorizations, implementation of the central correction note and web service

configuration.

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Check Setup

2.2 Basic Configuration

This guided procedure leads you through all configuration steps which you must perform to enable basic

scenarios in the SAP Solution Manager. As part of the basic configuration, you set up the connection to SAP,

schedule relevant background jobs and activate piece lists which contain important settings, such as standard

customizing for the new transaction type Incident (SMIV).

For all the steps see a different document Solution Manager 7.1 - Basic Configuration

Afterwards please check the prerequisites especially for the following SOLMAN_SETUP configuration steps:

Central correction note (#1652693)

Piece list activation (contains required default configuration for IT Service Management)

Connection to SAP (SAP- -OSS-LIST-

BW system configuration (reporting functions)

LMDB configuration

Background jobs (recommended: config user = job user)

Service activation (SICF services for Web Dynpro and BSP)

Number range intervals (range for CRM_INCDNT, CRM_PROBLM, CRM_KA)

In addition to the Basic Configuration, you must perform the following manual step in your SAP Solution Manager

customizing client. This entry specifies the right Service Desk Application which is used for message processing.

1. Call transaction SM30 (Maintain Table Views).

2. Enter BCOS_CUST as the Table/View.

3. Choose Maintain.

4. Add an entry as in the screenshot below and save.

2.3 Managed System Configuration (optional)

In the Managed System Configuration, you connect your and/or your client’s satellite systems to the Solution

Manager via RFC. It is relevant for the usage of the Feedback functionality, i.e. to be able to create incidents /

support messages from satellite systems or use the EarlyWatch Alert (EWA) service for customer systems.



Check Setup

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Create technical systems manually if no automatic data supplier can be used.

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IT Service Management Configuration

3 IT Service Management Configuration

To configure the fundamentals for message processing in SAP Solution Manager you can use this basic

configuration steps to prepare the Service Provider (VAR) scenario.

All status has to be green as prerequisite for the further ITSM configuration:

3.1 Configure Manually




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3.1.1 Copy Transaction Type

To prevent unwanted overwriting with newer content when you update your Solution Manager it’s necessary to

make a copy into your own namespace. Copy the VAR-specific transaction type for incidents called SMIV to your

own transaction type called ZMIN for the use with WebClient UI. In addition– if used - copy the old VAR

transaction type SIVA to ZIVA.

If required, copy also the other transaction types:

SMIN: Incident

SMIS: Incident (ISV)

SMIT: Incident Template

SMPR: Problem

SMPT: Problem Template

SMRQ: Service Request

SMRT: Service Request Template

KNAR: Knowledge Articles

3.1.2 Define Copy Control

With this step you can define which transaction type will be used as a follow-up document. From an incident based

on transaction type ZMIV as source a new document can be created as a follow-up document, e.g. a knowledge

article based on ZNAR. It depends on your processes which follow-up documents will be used. A good idea could

be to define ZMIV -> ZMPR, ZMIT -> ZMIV, ZMPR -> ZNAR, ZMIV -> ZNAR.

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3.1.3 Specify Mapping Rules

You can define which data will be available in a new created follow-up document. You need to make the required

settings in this activity and also in IMG (transaction SPRO): Customer Relationship Management -> Transactions ->

Settings for Activities -> Activate Copying Control for Activities.

3.1.4 Define Proposals for Rel. Transactions

This step allows you to define selections for related transactions will be proposed. Related to an incident might be

problems, e.g. ZMIV -> ZMPR, ZMPR -> ZMIV.

3.1.5 Adapt Factory Calendar

See SAP note 1529649 for more details. Check the assigned holiday calendar for the ‘Factory calendar’ at first and

change the ‘Valid to’ date before. Afterwards you are able to set the ‘Valid to’ date for the ‘Factory calendar’

without any issue.

3.1.6 Enable Switches for ITSM (optional)

To have additional functions available they must switched on before. (By default your configuration user

(standard ID IM_CONFIG) does not have the authorizations for transaction SFW5. Therefore you have to activate

the relevant authorizations in your role, if you like to use this activity.)

3.1.7 Maintain SAP Customer Number

See chapter 3.3.2 Synch VAR Customer Number(s) and Installations

3.1.8 Technically Upgrade Products

Always perform this activity (report COM_PRODUCT_UPGRADE) after an update from release 7.0 to 7.1. Please

check logs afterwards.

http://service.sap.com/sap/support/notes/1529649




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3.2 Users, Business Roles, and Authorizations

In SAP Solution Manager there are used several users and functions. All Solution Manager users have to have a

System User to log on to the Solution Manager (“SU01 user”). You can use any user name you like to. By default,

for all your customers will get automatically get in your Solution Manager the same user name like they already

have in SAP Service Marketplace (e.g. S00001234). Also single sign-on by using a certificate from SAP Service

Marketplace can be used (see section 7.7) .

For the s-user in SAP Service Marketplace a message processor needs the following authorizations:

Confirm Customer Messages

Create Customer Messages

Send Customer Messages to SAP

Open Service Connections (optional, if your Processor should be authorized to open Service Connection for

SAP Collaboration)

Maintain System Data (SOLMAN_BTC)

Every system user is assigned to functional authorization roles. Depending on the definitions in a role a user is

able to see more or less in Web UI and has access to more or less functions. Roles are defined with transaction

PFCG.

For the ITSM scenario in the SAP Solution Manager, SAP provides the predefined business role SOLMANPRO for

SAP Web Client configuration including predefined authorization (PFCG) roles for setting up an authorization

concept.

You use the business role SOLMANPRO to control the navigation bar, logical links and user authorizations.

All your own support employees (message processors) will get a role *SOLMANPRO assigned which let them have

more options than the client’s users. And in addition some user may get the role *REPORTING for the use of BW

reporting functions.

Basically there are 4 standard functions for IT Service Management having different roles assigned:

End user (reporter)

Dispatcher

Processor

Administrator.

All System Users are usually mapped with a (CRM) business partner. All the users of your clients will by default

automatically match to a business partner of type person. In addition by default the business partner of your

client will get the role SOLMANREQU which assigns the authorizations of a message reporter.

All your clients are represented by business partners of type organization (category: Sold-To Party). Each

business partner of type person is related to a sold-to-party.

See

http://help.sap.com/saphelp_sm71_sp08/helpdata/en/45/51fbdbd4941803e10000000a1553f7/frameset.htm

for further information on roles.

For further information about all PFCG roles which are relevant for the Incident Management scenario, please

refer to the Security Guide SAP Solution Manager7.1 . This guide is available in SAP Service Marketplace

(http://service.sap.com/~sapidb/011000358700000482312011 --> Chapter 32: Service Provider Guidelines)

and the How to Guide - Business Roles and Authorizations

(http://www.service.sap.com/~sapidb/011000358700000409432011E)

http://help.sap.com/saphelp_sm71_sp08/helpdata/en/45/51fbdbd4941803e10000000a1553f7/frameset.htm

http://service.sap.com/~sapidb/011000358700000482312011

http://www.service.sap.com/~sapidb/011000358700000409432011E

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Caution

The business role SOLMANPRO and the authorization roles are only intended to be used as a template for

Best Practices scope. The roles have to be validated and adapted to the specific customer requirements.

3.3 Master Data

After the initial configuration of SAP Solution Manager, you are ready to create the master data relevant for the

Incident Management scenario. It includes the synchronization of customer information, the creation of users and

business partners as well as the creation of an organizational model.

First of all you must maintain valid S-User information for the communication of your Solution Manager System

with SAP Backbone.

3.3.1 Maintain S-User for SAP Backbone

Via the transaction AISUSER, you assign an SAP Support Portal contact person (s-user) of your customer to the

Solution Manager users (System Users for Background Jobs as well as Message Processors and Administrators)

who communicate with the SAP Support Portal.

Proceed as follows:

1. Select New Entries.

2. Enter one of your own Solution Manager system users (SU01, no dialog) in the User field.

3. Enter a customer number of one of your clients

4. Specify a customer’s S-User (without S and leading zeros) in the Contact Person field.

User SAP Customer N… Contact Person

JOB USER Cust#1 CustS-user1



The customer’s S-User must have at least the following authorizations* in the SAP Support Portal

(http://service.sap.com/user-admin):

Create Customer Messages

Send Customer Messages to SAP

http://service.sap.com/user-admin




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Confirm Customer Messages

Open Service Connections

Maintain System Data

* Other authorizations are optional.

3.3.2 Synch VAR Customer Number(s) and Installations

You have to synchronize basic information about your own VAR customer number initially from SAP Service and

Support Backbone into your Solution Manager.

Therefore, you start the standard Report AI_SC_GET_SAP_CUSTOMER_NUMBERS from within the IMG via Activity

Maintain SAP Customer Numbers Generate SAP Customer Numbers.

If you as a VAR partner do have several own customer numbers (e.g. because you’d like to support all customers

of all your subsidiaries in some countries) then you have to run the report AI_SC_GET_SAP_CUSTOMER_NUMBERS

for each of your own customer number with a separate RFC destination as variants (standard RFC is SAP-OSS for

one VAR’s own customer number). The RFC-connections for each of the customer numbers of the VAR’s

subsidiary needs an S user from of that corresponding customer number. To have all VAR’s customer numbers

up-to-date please create job variants with all RFC connections.

Once the business partners have been generated, use transaction SM30 to check and maintain the table

V_AISAPCUSTNOS. Use the Gen. All field to determine the maintained customer numbers for which the

installations and S users are to be automatically created in SAP Solution Manager.

Select your Customer Number and Execute

The report automatically fills maintenance view V_AISAPCUSTNOS, e.g.:

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Please, read the documentation according to the IMG Activity mentioned above in order to understand the

customizing field of this maintenance view.

Finally, you already scheduled the job REFRESH_ADMIN_DATA_FROM_SUPPORT during the Basic Setup of your

Solution Manager system. In result it will create all systems of the customer number that are known at SAP in the

Solution Manager system landscape maintenance (transaction SMSY). Details about the installation information

will be filled in the maintenance view V_AIINSNRS, e.g.:

3.3.3 Setup to manage several SAP customer numbers

Service providers (VARs, Channel Partner) are managing several SAP customer numbers. This means to provide

access for clients to Solution Manager functions in the Solution Manager run by the service provider.




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Maintain SAP customer numbers: run report AI_SC_GET_SAP_CUSTOMER_NUMBERS. The report

automatically fills maintenance view V_AISAPCUSTNOS

Business Add-In to Manage Several SAP Customer Numbers: Enable Service Provider functions

Set Up SAP Connection for Customers: settings for the use of ONE_RFC_TO_SAP_FOR_ALL_CUST (OneRFC:

one RFC connection for all maintenance client).

If you are still using customer specific RFC connections (=one RFC per customer number) then you have to

switch to OneRFC. See SAP Note 1490774 for more information.

3.3.4 Download Master Data from SAP

In the VAR scenario you usually do not have customer‘s SLDs to transfer System data information from managed

systems to the central VAR SAP Solution Manager.

In order to decrease the manual maintenance effort and to enable VARs to deliver their maintenance services,

SAP provides the download of system information directly from SAP Backbone into the VAR’s Solution Manager.

The system information are license information and technical information. Therefore VARs do not necessarily

need an SLD.

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The report AI_SC_REFRESH_READ_ONLY_DATA creates the customer organizations assigned to your VAR

company, as business partners of type ‚Organization’, in the Solution Manager. SAP Service Backbone is used as

source to transfer the customer’s information.

Make the following settings in transaction SMSY_SETUP, before the background job

REFRESH_ADMIN_DATA_FROM_SUPPORT can be scheduled.

Transaction SMSY_SETUP Expert Settings:

Figure1 Making the Expert Settings in Transaction SMSY_SETUP

The following options can be selected in the expert settings:




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Figure2 Expert Settings in SAP Solution Manager

1. Generate Business Partners from OSS (SAP Service Backbone)

This setting determines whether a business partner (of 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.

Leave the field empty, if you do not want to generate.

2. Generate Systems from OSS (SAP Service Backbone)

This setting determines whether the master data for your customers' installations is automatically created in

the system landscape (SMSY) and installed base (IBase).

o 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.

o Value N: New systems are numbered sequentially when systems are generated. In this case, the SOL

system would be created as SOL00001.

This job automatically creates business partners of type ‚Organization‘, and data is transferred from SAP.

Note

You can alternatively create business partners manually in transaction BP, and copy data from SAP in the

IMG activity Data Transfer from SAP (SOLMAN_SMSYSETUP_OSS)

The following tables (SE16) have to be checked / maintained:

AICONTACTS:

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AIEXTROUTERS:

AIINSTACCESS:

AIINSTALLATIONS:




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You can check which business partner (type Organization) was created for your customer, in transaction BP. You

could, for example, validate the address here.

Figure3 Automatically Created Organization in Transaction BP

Example

Schedule the background job REFRESH_ADMIN_DATA_FROM_SUPPORT in transaction SM37, with a user

that is not to be used to log on to SAP Solution Manager.

A corresponding S user must be maintained for this user, for each customer number in the table

AISUSER. (Authorization of S user: System data maintenance for customer number)

Summary:

Set up a background job with a user of type System

AISUSER: One entry each:

System user | Customer number | S user (for customer number and

authorization for system data maintenance)

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The IBase entries for installations are automatically generated in the same step. The business partners for the

customers (organization) are also stored as "sold-to party" partners. This ensures that the sold-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.

Figure4 Automatically Created Customer Systems in Transaction SMSY

The customer system information stored in the IBase is fundamental to message processing. Each of your

customer's installations is represented by a component. The 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.




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Figure5 Displaying a Customer System in the IBase

3.3.5 Creating Key Users for a Customer Organization

The final step in automatically maintaining master data is to create key users (end users) for a customer, in the

IMG activity Create Key Users (SOLMAN_SUP_BUSPART).

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Figure6 IMG Activity Create Key Users

The report AI_SDK_SP_GENERATE_BP_V2 is used for automatic generation. This report can be also scheduled for

background periodic synchronization.




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Figure7 Generate Business Partners and System 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)

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Entries in the table AISUSER (prerequisite for forwarding a customer message to SAP Service Backbone)

Important settings for AI_SDK_SP_GENERATE_BP_V2:

Field SAP Customer No: You can restrict the generation of business partners and key users for a customer

number (for testing). It is recommended to leave this field empty.

Note

If a customer number is maintained in this field, the master data synchronization will be done only for this

customer number.

If a customer number is part of a CCC rsp. Corporate Group Function at customer side then this customer

number has to be extracted from that customer corporate group! See SAP Note 135495 - Customer

Center of Expertise: Deletion of a customer

Field SAP Authorization: You can determine the customer S users for which SAP Solution Manager creates

users and business partners. If, for example, you just want to create user data for the Service Desk (message

processing), select the SAP authorization ANLEG.

If you also want to create users and business partners for the Maintenance Optimizer scenario, select the SAP

authorization SWCATALOG as well.

Field External ID Type S User and Relationship Type to SP: The values of these fields are predefined and

should not be changed.

Field Create Users: The report will generate system user (Type: Dialog) and business partner (Type: Person)

for each customer S user. If wished, a reference user could be assigned, so that each system user could

inherit the required role authorizations from the reference user automatically.

Note

With exception of the role SAP_SMWORK_INCIDENT_MAN all other roles relevant for the VAR Service Desk

scenario can be assigned to a reference user.

Field Deactivate User: If a customer S user is no longer authorized to create messages (e.g. the user does not

have ANLEG authorization in Service Market Place), then the business partner of this user (if existing), is

deactivated and flagged for archiving. The corresponding system user is also deactivated.

Field Refresh Table AISUSER: If this option is checked, the report creates an entry in the AISUSER table for

each customer S user. As AISUSER entries are preliminary for message forwarding to SAP Service Backbone,

it is recommended to check this option.

Field Send User Info by E-Mail: The report creates automatically an e-mail message with the generated

password for the initial user logon.

Note

This option should be always checked. Otherwise it is not possible to read the generated passwords. In

this case you should either maintain the user passwords manually, or delete the created users and run the

report again (with checked Send User Info by E-Mail option).

https://service.sap.com/sap/support/notes/135495





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Figure8 Display Log for the Report AI_SDK_SP_GENERATE_BP_V2

The report also automatically creates ID numbers in each business partner. These IDs display the systems for

which a key user can create messages.

Figure9 ID String in Business Partner

This information is read from the table AIINSTACCESS.

Note

Prerequisite: The customer S-users for whom system users will be created, should have authorization to

create customer messages, to send a reply, and confirm messages.

If the S user is not authorized to send a customer message to SAP, no IDs are added in the corresponding

business partner.

The Identification CRM001 defines to which systems the end user is allowed to open messages. This information is

based on the S user authorizations in Service Marketplace.

The identification SP002 is used for mapping between the existing BP Person and the corresponding S user in

Service Marketplace.

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Figure10 S-User Authorizations in Service Marketplace

Note

In case that you have maintained some additional system ID numbers in the business partner, which do

not base on the S user authorizations in Service Marketplace, you should insert the keyword “NODELETE”

in the “Responsible Institution” column of the Identification Numbers table. It will prevent these ID

numbers to be deleted during master data synchronization.




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3.3.6 Scheduling Background Jobs for Master Data Synchronization

The programs to synchronize master data can be scheduled periodically in the background (SM36). We

recommend:

Program Name Description Intervall

AI_SC_REFRESH_READ_ONLY_DATA Download customer data and

installations from SAP Service

Backbone

Daily

AI_SDK_SP_GENERATE_BP_V2 Generate business partners and

system users for Service

Providers (customer S users)

Daily

3.4 Manual Master Data Maintenance

3.4.1 Create Business Partners for Customers (optional)

The sold-to party (customer) can be created manually in transaction BP, as described below.

1. Call transaction BP and select:

Business Partner -> Create -> Organization.

Figure11 Create Organization

2. Select the Address tab, and enter address information for the sold-to part.

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Figure12 Maintain Business Partner Information

3.4.2 Create Business Partners for Key Users (optional)

You can create key users (customers reporting the message) manually in transaction BP, as follows:

1. Call transaction BP and select: Business Partner -> Create -> Person.

2. Enter the required information for the key user in the Address tab, including an e-mail address, to which an

automatic e-mail message can be sent.




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Figure13 Create a Key User in Transaction BP

3. Select the Identification tab and go to the Identification Numbers group box. Enter all IDs for the systems for

which S users can create messages in the work center.

o Select the ID Type CRM001 (external system ID)

o Enter the user in the Identification Number field, in the format:

< System ID><space><installation number><space><client><space><S user >

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Figure14 Maintain Key User Ids

4. Select the Identification tab and go to the Identification Numbers group box. Maintain the relationship

between business partners and S-Users.

o Select ID Type SP002 (S-User)

o Enter the S-User in the ID Number field, in the format:

<S-User>

Figure15 Maintain Key User ID

5. Choose Relationships and maintain the relationship between key user and customer:

o Select the relationship type „Is Contact Person for“ (BUR001)

o Enter the business partner of the customer (type Organization) in the field „Relationship to BP“

o Choose ‚Create’

Figure16 Maintain Relationship of Key User to Customer Business Partner




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3.4.3 Specify Business Hours

1. Call the transaction BP, and open the business partner of type ‚Organization’.

2. Go to the ‚Control‘. You can specify the business hours, during which you process customer messages, with

the ‚Calling Hours pushbutton.

Figure16 Maintain Business Partner Calling Hours

Note

If the current time when a message of priority ‚Very High‘ is created, is not in the calling hours, it is

forwarded automatically to the SAP Service Backbone.

3.4.4 Message Processor

The message processor is the employee responsible for processing a customer message. The following steps

show how to create a business partner for a message processor.

1. Select Business Partner -> Create -> Person in transaction BP (Maintain Business Partner), or edit an existing

business partner of the type Person.

2. Select the role Employee and maintain the data on the Address tab.

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Figure17 Creating an Employee in Transaction BP

3. Select the Identification tab and go to the Personal Data group box.

4. Enter the user ID for the system user(SU01)for the message processor in the User Name field. This

information is required so that the user can process the message later.




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Figure18 Maintaining Users in a Business Partner

5. Save your entries.

6. Maintain the table AISUSER in transaction AISUSER. 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.)

Figure19 Template for AISUSER Generation

You can simplify maintenance of the table AISUSER with the program SOLMAN_COPY_AIUSERS, which

automatically generates the AISUSER entries. The same contact person (S user) is entered in the table AISUSER

for each user, in line with the template. SAP Note 1159944 is available for this report.

To run the report, a template (Figure19) must be available in the table AISUSER. It is used to create the other

users. The template is made up of the user and the S user (without the S and leading zeros).

The report can be called in transaction SE38 or SA38. To select a template, enter it directly, or select it from the

input help (F4). You can use the options GEN_FRM and ADD, to control the addition of information from the

template into the table AISUSER.

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Figure20 The SOLMAN_COPY_AIUSERS Report

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

Figure21 Multiple Selection of Users




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3.4.4.1 Create Business Partner for VAR (Organization)

To create a business partner (Sold-to-Party) for your own VAR partner company, please proceed as follows:

1. Call transaction BP.

2. Select Create Organization.

3. Enter name and address data in the Address tab.

4. In the Identification Numbers page area of the Identification tab, enter your SAP customer number, as shown

in the figure below.

5. Save your settings.

3.4.5 Set up an Organizational Model (optional)

The organizational model reflects the functional structure of your company. It consists of organizational units

which represent how the company is structured in terms of functions and positions which specify how different

functions / tasks are assigned to individual posts.

An organizational model can be used in various scenarios. For example, you can represent support teams as

organizational units, which is important for the set-up of support team determination.

For more information on how to set up an organizational model, please refer to chapter 4 (Create Organizational

Model) of the guide Support Team Determination via Business Rule Framework plus (BRFplus) available in SAP

Service Marketplace Release & Upgrade Info Installation & Upgrade Guides

(http://service.sap.com/~sapidb/011000358700000514582011).


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Customizing

4 Customizing

This chapter describes the standard Customizing settings. If you want to change the customizing according to

your requirements keep in mind to copy the SAP standard into customer namespace first making your changes

afterwards.

4.1.1 Transaction Type SMIV

Transaction types are defined as a set of different configuration settings. This set of configuration settings

represents information and functions within a process. For an Incident the Transaction Type SMIV is defined.

A transaction type defines the attributes and characteristics of a CRM business transaction. E.g. the standard

transaction type SMIV defines the whole customizing for partners, status, text and workflow action which are

needed for the Incident Management.

In the IMG activity Define Transaction Types you make the settings for a transaction type.



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The standard settings of SMIV are shown in the figure below.

Recommendation

SAP recommends you to copy the transaction type SMIV (incl. dependent customizing, such as partner

or text schema) into the customer naming space which must begin with Z or Y. This will ensure that

changes will not be overwritten in case of an upgrade. The recommended name for the copy is ZMIV. This

will prevent some additional customizing effort, such as adaption of actions’ schedule conditions.

Use Transaction AI_CRM_CPY_PROCTYPE or see transaction SOLMAN_SETUP:

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Recommendation

After you copied the transaction type, you must go to the IMG activity Specify Several Transaction Types.

There, you have to specify the copied transaction type as the transaction type you want to use in the

Solution Manager Service Desk. Therefore, chose ‘Classify Transaction Type in the IMG activity Specify

Several Transaction Types’ and set the status ‘Service Provider’ for ZMIV.

SAP delivers 2 default transaction types (SMIV and SMDT) to be used for creating documents. If you wish to use

only your custom transaction type (e.g. ZMIV), you have to remove the entry for SMDT from both customizing

tables (Specify Transaction Type and Classify Transaction Type). Also, you have to replace the SMIV entries with

ZMIV entries. For more information, please refer to the documentation of the IMG activity Specify Several

Transaction Types.

Recommendation

You have to specify rules for creating follow-on documents. Via the IMG activity Specify Mapping Rules for

Copy Control you define which follow-on documents can be created from the copied transaction type and

which data the follow-on document should contain. For more information, please refer to the

documentation of this IMG activity.

4.1.2 Text Determination Procedure

A text determination procedure is a container for text types, such as description, reply or internal note. It is

assigned to a text object. In Incident Management, the relevant text object is CRM_ORDERH. The text

determination procedure must be assigned to a transaction type which will ensure that the text types can be

displayed in documents.



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4.1.2.1 General Settings

Profile SMIV0001 is the standard text determination procedure assigned to the transaction type SMIV. It can be

accessed via the IMG activity Define Text Determination Procedure.

Select CRM_ORDER and double click on Procedure:

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Select SMIV0001 as Text Determination Procedure and double click on Definition of Procedure:

The next figure shows the settings of the text determination procedure SMIV0001.



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Recommendation

SAP recommends you to copy SMIV0001 into the customer naming space (which must begin with Z or Y).

This will ensure that changes will not be overwritten in case of an upgrade.

The recommended name for the copy is ZMIV0001.

4.1.2.2 Text Mapping

Note

If you are using the default text determination procedure, you may skip this point. In this case, you do not

need to define mapping for default texts, because it is part of the standard SAP Solution Manager

delivery.

Generally, text mapping is relevant for the message exchange with SAP. When you send an incident to SAP, the

texts of the incident are mapped to SAP texts and vice versa: SAP texts are mapped to CRM texts during update

of incidents which have been sent to SAP.

In the table AIC_MAP_TXT_SAP you define the mapping of :

incoming SAP texts to custom CRM texts (direction: Inbound)

outgoing custom CRM texts to SAP texts (direction: Outbound)

To access the mapping table, please do the following:

1. Start transaction SM30.

2. Enter AIC_MAP_TXT_SAP in the field Table/View and choose Maintain.

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Example

You have defined a new text type with the ID ZUZ1 which belongs to the text determination procedure

ZMIV0001. For outgoing incidents, it should be mapped to the SAP text type Information for SAP (ID 05).

Therefore, you make the following entry in the mapping table:

4.1.2.3 Rich Text Formatting

This section explains how to activate the rich text editor in the SAP WebClient. It enables you to edit texts in a

more powerful way e.g. by using fonts (such as bold or italics), copy and paste functions or text alignment.

There are two ways to activate rich text formatting:

via IMG: rich text formatting is activated for all users

via user parameter: user specific rich text activation

To activate the rich text editor for all system users, please do the following:

1. Start transaction DNO_CUST04.

2. Switch to Change mode and choose New Entries.

3. Enter the following data:

o Field Name: AI_CRM_TXTEDIT_HTML

o Field Value: X

o Description: Activation of Rich Text Editor in WebUI



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To activate the rich text editor for a specific user, please do the following:

1. Start transaction SU01.

2. Switch to Change mode Navigate to the tab Parameters.

3. Enter AI_CRM_TXTEDIT_HTML as Parameter ID and X as Parameter value, as shown in the figure below.


After you activated the rich text editor, buttons for rich text formatting should be available for editing texts in

incidents and problems, as shown in the figure below.

4.1.3 Partner Determination Procedure

A partner determination procedure specifies which business partners are involved in the business process, for

example, a sold-to party (partner function 00000001). The partner determination is executed separately for each

partner function. The partner determination procedure must be assigned to the corresponding business

transaction to ensure the correct display and processing of the business partners.

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Customizing

The relevant partner determination procedure for the Incident Management scenario is SMIV0001.

Recommendation

SAP recommends you to copy the partner schema SMIV0001 into the customer naming space (which

must begin with Z or Y). This will ensure that changes will not be overwritten in case of an upgrade.


Key users view incidents in the work center, whereas processors access incidents in the SAP WebClient. The

different views lead to a separate partner schema customizing.

Via the IMG activity Define Partner Determination Procedure (area Service Desk), you define and configure a

partner determination procedure. You specify how a business partner is determined and which partner functions

are included in the schema. Furthermore, you are able to define which partner functions should be displayed in

the header data of incidents in the work center.

Select SMIV



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Double click on Partner Functions in Procedure

The figure below shows the default partner functions displayed for an incident in the work center.

The sold-to party is determined by the installation components (IBase). To assign a sold-to party to an installation

component, please do the following:

1. Start transaction IB52.

2. Enter 1 in the Installed Base field and proceed with ENTER .

3. Highlight the installation component and choose Goto ->Partner from the menu.

4. Select the function Sold-to Party and enter the business partner of the sold-to party, as shown in the next

example.

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The reporter (key user) is specified by the user (SU01) who created the incident in the system. The support team

is determined either by the rule 35000139 (AGS_ICT), or via BRFplus (Business Rule Framework plus). Support

team determination is executed when the document is saved. The message processor is specified by the system

user who processes the incident.

4.1.4 Status Profile

A status profile is a container of user statuses which specify the individual status of an object, such as an incident

or a support message. For example, an incident could have the status In Process or Sent to SAP.

4.1.4.1 General Settings

Via the IMG activity Define Status Profile for User Status (area Service Desk), you define and configure the Service

Desk Status Profile.



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The default status profile for the transaction type SMIV is SMIV0001. The figure below shows the standard

customizing settings of SMIV0001.

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By specifying a lowest or highest status number, you can control the transition from one status to another.

Example

The status In Process has the lowest status number 20 and the highest status number 50. This means,

that when this status is active, only a status with a number between 20 and 50 may be activated, i.e.

Dispatched, Customer Action, Sent to SAP or Proposed Solution could be set.

Note

The system makes a note of the status with the highest status number that has been reached up to the

present. The "lowest number" of this status number determines which status number a new status must

have at least.

In the Trans. column of the user status table you specify which business transaction is triggered when a user

status is set.

Example

The business transaction FINI is assigned to the status Confirmed. It disables the change option for an

incident which has the status Confirmed so that no changes are allowed any more.

Recommendation

SAP recommends you to copy the status profile SMIV0001 into the customer naming space (which must

begin with Z or Y). This will ensure that changes will not be overwritten in case of an upgrade.


4.1.4.2 Status Mapping

Note

If you are using the default status schema you may skip this section and go to section 2.4.5. In this case,

you do not need to define mapping for default status values, because it is part of the standard SAP

Solution Manager delivery.

Status mapping is relevant for the update of messages which have been sent to SAP.

Example

If the status of messages at SAP is Customer Action, then the status of the message at Solution Manager

is set to In Process.

In the table AIC_MAP_USR_STAT you define mapping for custom status values.

To access the customizing table and define the status mapping, please do the following:

1. Start transaction SM30.

2. Enter AIC_MAP_USR_STAT in the field Table/View and choose Maintain.



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Example

The following entry shows how to define a mapping for the custom user status E0012 from the status

profile ZMIV0001. When a message with status Customer Action at SAP is updated in the Solution

Manager, the user status of the message is set to E0012.

Note

If you have defined a secondary status in customizing, you can specify status mapping which not only

depends on status profile and SAP status, but on the secondary status as well.

You can use the BAdI AI_CRM_IM_MAP_USR_STATUS to define custom conditions for status mapping.

4.1.5 Date Profile

In the date profile, the system controls which reference objects, durations, date types and date rules can be used

in a specific transaction type. A reference object is used to determine time zones and calendars (e.g. factory

calendar). Using date types, durations and date rules, the system can calculate specific dates. Furthermore, you

can define date rules to meet your requirements.

You change date settings in the IMG section Date Profile via transaction SPRO.

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Customizing

Recommendation

The default date profile for the transaction type SMIV is SMIV_HEADER. SAP recommends you to copy the

profile into the customer naming space (which must begin with Z or Y). This will ensure that changes will

not be overwritten in case of an upgrade.

The recommended name for the copy is ZMIV_HEADER.

4.1.6 Action Profile

An action profile contains actions which are specific for a transaction type. For example, an incident (SMIV) is sent

to SAP via the action SMIV_VAR_SEND_SAP which belongs to the action profile SMIV_VAR.

Recommendation

The default action profile for the transaction type SMIV is SMIV_VAR. SAP recommends you to copy the

profile into the customer naming space (which must begin with Z or Y). This will ensure that changes will

not be overwritten in case of an upgrade.

The recommended name for the copy is ZMIV_VAR.



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After you copied the action profile, you must go to IMG step Define Conditions (area Service Desk), and

select the copied profile. Choose Create to select action templates (for each action which was already

defined in the action profile) and add them to the list.

You make general settings for the actions contained in the action profile via the IMG activity Define Action Profiles

and Actions (area Service Desk,) or alternatively via transaction SPPFCADM.

Example

For example, you can specify the time period at which the system starts the action (e.g., when saving the

document) or the way in which the systems executes the action (workflow, method call or smart forms).

Via the IMG activity Define Conditions (area Application Incident Management (Service Desk)), or

alternatively via transaction SPPFDETCRM, you define schedule and start conditions for your actions:

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Change Conditions:

Use Technical Names – double click on SMIV_VAR – change Schedule conditions and / or Start Conditions



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For more information on action conditions, please refer to the documentation of the IMG activity Define

Conditions.

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4.1.7 Number Ranges

Before you can begin using incident and problem transaction types, you must ensure that a number range is

defined for these transaction types. The number range interval determines the sequential numbers assigned to

newly created transactions.

To do so, use IMG activities Define Number Ranges for Incidents and Define Number Ranges for Problems.

Alternatively, you can use transaction SNUM and enter CRM_INCDNT (for incidents) or CRM_PROBLM (for problems)

as the number range object.

Note

The number range interval which the system uses is defined in the transaction customizing (see above) in

the Transaction Numbering section. By default, number range 01 is used.

4.1.8 Integration with other Processes

If you have created your customer specific transaction type like ZMIV or ZMPR you must customize some copy

control rules additionally. This provides the integration of your customer specific transaction types for each

processes and scenarios.

The following example shows the customizing to enable the integration of customer specific ZMIV with SAP

Standard transaction types representing the processes in several scenarios.

To change the settings for copy control rules please go to the IMG activity Specify Mapping Rules for Copy Control

(Service Desk).

Note

Make sure you meet the prerequisites as described in the documentation for IMG activity Specify

Mapping Rules for Copy Control.



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Then you copy or create the necessary customizing entries according to your own transaction types.

Chose ‘copy all’ when being asked for the copy method.

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The following screenshot shows the result for customer specific ZMIV transaction to be used in the ITSM

scenario.



Additional Configuration Options

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5 Additional Configuration Options

5.1 SAP WebClient UI Configuration & Personalization

There are several possibilities to configure and personalize the SAP WebClient to fit your organization's specific

business needs. For example, you can change the layout and texting of pages, fields, assignment blocks or tables.

For more information:

WebClient UI Framework:

http://help.sap.com/saphelp_crm70/helpdata/en/4d/2ae3f79e1d49d9be306f7768d55fba/frameset.htm

5.2 Adding Custom Actions to the SAP WebClient UI

You can add your own actions to the Incident toolbar in the SAP WebClient UI. These actions will appear under the

Actions pull-down menu.

To do so, perform the following:

1. Call transaction SM30 (Maintain Table Views).

2. Enter AGS_WORK_CUSTOM as the Table/View.

3. Choose Maintain.

4. For each action, add an entry in the following form:

Syntax

IM_CRM_UI_PPF_<sequence no> <method filter>

Example:

IM_CRM_UI_PPF_01 Z_CUSTOM_ACTION_FILTER_01

IM_CRM_UI_PPF_02 Z_CUSTOM_ACTION_FILTER_02

Caution

Ensure that the actions which you enter here are compatible with the SAP WebClient. Actions which

attempt to carry out any user interaction are generally not compatible with the SAP WebClient. For

example, actions which start SAP GUI functions or launch URLs will not work in the SAP WebClient.

Only manually executable actions will appear in the list. Ensure that the actions are correctly maintained

in your incident action profile, and can be manually started by the user.

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5.3 TREX Set-up

TREX (Text Retrieval and Information Extraction) is a powerful engine which provides intelligent search and

automatic classification of documents. TREX search engine is used for full-text search within CRM documents,

such as incidents and knowledge articles. TREX search can be performed in the SAP WebClient and in the Incident

Management Work Center.

For further instructions on how to set up TREX search, please refer to the guide Full-Text Search with TREX

available in the SAP Service Marketplace:

(http://www.service.sap.com/~sapidb/011000358700000409462011).

5.4 Support Team Determination

5.4.1 Support Team Dispatching via Rule Modeler

The SAP WebClient provides standard dispatch functionality based on rule policies.

Example

In Incident Management, the dispatch functionality can be used to route a transaction to a support team

based on attributes such as status, priority or multilevel categorization.

Rules for dispatching are set up in the Rule Modeler which is accessed in the SAP WebClient via Service

Operations Rule Policies, as shown in the figure below.

For more information on the Rule Modeler please refer to the SAP Online Help:

http://help.sap.com/saphelp_crm70/helpdata/EN/fd/5a583275f24f9282a0b4f3c6334f73/frameset.htm

http://www.service.sap.com/~sapidb/011000358700000409462011

http://help.sap.com/saphelp_crm70/helpdata/EN/fd/5a583275f24f9282a0b4f3c6334f73/frameset.htm




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Note

To activate the dispatch functionality for a specific transaction type, e.g. SMIV, go to IMG activity Assign

Dispatching Rule Profile to Transaction Types. In this activity, you define the dispatching service manager

profile for transactions. The service manager profile specifies the rule policy for dispatching. For more

information on this topic, please refer to the documentation of the IMG activity Assign Dispatching Rule

Profile to Transaction Types.

After you activated the dispatch functionality for a transaction type (e.g. SMIV) the button Dispatch should appear

in the work area toolbar, as shown in the figure below.

5.4.2 Support Team Determination via BRFplus

Based on criteria like SAP component, region or country, you can define rules for support team determination to

assign a support team to an incident automatically.

Support team determination can be set up in the Business Rule Framework plus (BRFplus). For more information,

please refer to the configuration guide guide Support Team Determination via Business Rule Framework plus

(BRFplus) available in SAP Service Marketplace Release & Upgrade Info Installation & Upgrade Guides

(http://service.sap.com/~sapidb/011000358700000514582011).


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5.5 Multilevel Categorization

Multilevel categorization enables you to individually design the categorization of business transactions (e.g.

incidents) on up to 4 levels. It integrates functions such as auto completion, item determination based on

categories and search for related problems, knowledge articles and change requests.

For detailed instructions on how to set up and use multilevel categorization, please refer to the guide Multilevel

Categorization available in the SAP Service Marketplace.

Recommendation

You can use report AI_CRM_CREATE_CAT_SCHEMA to automatically create an example categorization

schema, which you can adapt for your own purposes. Further details are available in the guide Multilevel

Categorization in SAP Service Marketplace.

5.5.1 Create Service Product

A default Service Product is assigned as line item to each incident.




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Note

To automatically create a basic product hierarchy, follow the instructions in IMG activity Create Basis

Hierarchy for Service Product. This creates default product “INVESTIGATION”. This will allow you to

easily set up date calculations and SLA determination.

Note

Before starting the following IMG Activity make sure you executed the report COM_PRODUCT_UPGRADE

using transaction SE38

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Run the report. Do not change the default values in the fields!

5.6 Problems

In SAP Solution Manager 7.1 a new transaction type SMPR (Problem) is introduced. Usually, a problem is used to

investigate the underlying cause of an incident.

To access the settings of SMPR, go to the IMG activity Define Transaction Types.

5.7 Define Problem Categories

Problem categories are used to classify problems and incidents, for example, known error or problem caused by

change.

For incidents, the categories are displayed in a drop-down list called Solution Category, as shown in the next

figure.

For problems, categories are displayed in a drop-down list called Problem Category, as shown in the figure below.

To define problem/solution categories, please do the following:

1. Go to IMG activity Define Problem Categories.

2. Specify problem category and description, as shown in the figure below.





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Note

The customizing table is transaction-independent.

5.8 Knowledge Articles

A knowledge article is a new CRM 7.0 object which enables you to create, represent and distribute knowledge

within your organization. Knowledge articles can be used in the SAP WebClient and ensure a faster access to

specific information via categorization and full text search.

Note

The transaction type for knowledge articles is KNAR.

For more information on knowledge articles:

Knowledge Article

http://help.sap.com/saphelp_crm70/helpdata/EN/dd/3d7602ec894bb9a8ed4c1fe52031de/frameset.htm

http://help.sap.com/saphelp_crm70/helpdata/EN/dd/3d7602ec894bb9a8ed4c1fe52031de/frameset.htm

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5.8.1 Define Number Range for Knowledge Articles

In this Customizing activity, you define number ranges for knowledge articles. You can create new number range

intervals here, or change existing ones.

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5.9 Time Recording

You can record the effort, that is, working time, which you invest in each message that you process as a support

employee or have already processed and confirmed.

You can open the message for which you want to record the effort in Incident Management. You can specify your

own activity types for effort recording.

Prerequisites

For the following functions, you must make Scenario-Specific SAP Solution Manager Customizing settings:

if you want to use your own activity types for effort recording

if you want to be reminded about effort recording, automatically, when you save a message

You are processing the message for which you want to record the effort. See online help for more details:

http://help.sap.com/saphelp_sm71_sp01/helpdata/en/d5/299631364d4e959c6609ca3bc24740/frameset.ht

m

5.10 Service Level Agreement (SLA) and Escalation Procedures

The Solution Manager provides various options for monitoring the existing service messages. This is especially

necessary when you have to make sure that messages are processed within the defined period of time.

http://help.sap.com/saphelp_sm71_sp01/helpdata/en/d5/299631364d4e959c6609ca3bc24740/frameset.htm

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You use the service-based SLA (Service Level Agreement) to agree with the customer on the modalities of the

provision of services. Furthermore, you have a wide range of options to define individual availability and response

times for various customers in the service process.

To configure and activate the SLA Escalation, you must perform all activities from the IMG section SLA Escalation

(SAP Solution Manager -> Capabilities (Optional) -> Application Incident Management (Service Desk)).

5.11 SAP Internet Graphics Server (IGS) Set Up

This step is relevant for the usage of BW-based reporting, EWA and Root Cause Analysis in the work center.

For set up instructions, please refer to the section IGS Setup in the IMG documentation.



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6 Upgrade

If you already run a VAR Solution Manager 7.0 then you have 2 options for an upgrade:

Start with a new 7.1 system from scratch and stop the old 7.0 system.

Transition of a 7.0 system to a 7.1 system.

This chapter informs you about the configuration steps you should perform in case of an upgrade from SAP

Solution Manager 7.0 to SAP Solution Manager 7.1. Furthermore, it provides an overview of upgrade strategies

and best practices for the transition phase.

6.1 Required Configuration

You have to perform the Solution Manager basic configuration, as described in a prior section of this guide.

Caution

Piece list activation is a step of the basic configuration which you must not miss out. The piece list

includes standard customizing for the Service Desk. It will overwrite only SAP customizing and has no

effect on existing customer configuration from the customer naming space (which must begin with Z or

Y). If your customer configuration is not in the customer naming space, you should copy it into this

naming space before the piece list activation.

For more information on the standard transaction (SMIV) customizing and the new role concept, please refer to

chapter 4 (SMIV customizing) and 3.2 (Business Roles and Authorizations) of this guide.

For instructions on how to set up and use additional features, such as TREX full-text search and multilevel

categorization, please refer to chapter 5 of this guide. It provides also general information about support team

determination via BRFplus and possibilities for SAP WebClient configuration & personalization.

6.2 Transition from SIVA to SMIV

1. When upgrading the application Incident Management, you should consider that the new SAP ITSM functions

are only available in the SAP WebClient with new business object types and there is no migration from former

object types. SAP CRM one order concept is still valid therefore parts of the customizing can be reused.

2. The former Incident Management scenario can still be used after an upgrade to the next SAP Solution

Manager release. SAP recommends a transition phase, as shown in the figure below.

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Upgrade

During the transition phase, you should consider the following:

All new incidents are created with the new object types and processed within the SAP WebClient. You can use

PFCG roles to restrict the authorization for message creation. Please note that many authorization objects

have been changed due to the new object types.

Existing support messages (SIVA) should be processed in the Work Center or SAP GUI, until they are

completed.

Only in the Work Center, you are able to search and display the new and the former incident documents.

You can use:

o the Work Center as a central access point for creating and searching incidents and problems, whereas the

processing will be in the SAP WebClient

o only the SAP WebClient to start all SAP ITSM functions.

6.3 SMIV Compatibility of Existing Customer Configuration

This section provides an overview of customer configuration (for SIVA) which is compatible with the new

transaction type SMIV. Furthermore, it shows which customizing cannot be used for SMIV.

SIVA Customizing Compatibility with SMIV? Additional Configuration Required?

Text Determination Procedure yes no

Partner Determination Procedure yes no except: adding a custom partner

function to the general data of an

incident requires additional activities,

as described in section 5.4 of this guide

Status Profile yes no

Action Profile no -

Business Partner yes The role Contact Person (BUP001)

must be assigned to each business

partner of type Person

IBase yes no

Organizational Model yes no

Support Team Determination yes no

Solution Database no -



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7 Best Practice / FAQ

7.1 Which Background Jobs are relevant for Incident Management?

The background jobs listed below are scheduled via transaction SOLMAN_SETUP as part of the basic Solution

Manager configuration.

REFRESH MESSAGE STATUS

This periodic job gets SAP answers to messages sent by the SAP Solution Manager.

o ABAP program: AI_CRM_IM_UPDATE_FROM_SAP

o Start time: Immediate execution

o Execution interval: Twice a day

SM:GET CSN COMPONENTS

This job fetches the SAP Component hierarchy from SAP

o ABAP program DSWP_GET_CSN_COMPONENTS

o Start time: Immediate execution

o Execution interval: Weekly

Note

If you notice that you cannot select an SAP component when you create an incident (the list of

components is empty), check this job, and if necessary, reschedule it.

REFRESH_ADMIN_DATA_FROM_SUPPORT

This job is relevant for a multiple customer numbers scenario.

The job reads administrative data from the SAP support systems via the SAP-OSS RFC connection,

periodically, and buffers it in the SAP Solution Manager system. This data is required for service connections

and for the Support Desk (e.g. system data synchronization with the SAP Support Portal).

o ABAP program: AI_SC_REFRESH_READ_ONLY_DATA

o Start time: Immediate execution.

o Execution interval: Daily.

Note

The user under which the job runs needs SAP Support Portal system data maintenance authorization.

The user who created the job must be in the table AISUSER.

SERVICE_CONNECTION_LISTENER

The job periodically checks whether a service connection to be opened in the Solution Manager has been

scheduled. If so, this information is sent to OSS. This job requires little system resources. It only connects to

OSS as required. If the connection cannot be opened, it tries again at the next execution.

o ABAP program: AI_SC_LISTENER


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o Execution interval: Every 10 minutes.

RAGS_FILE_EXT_L_DL

Only specified file types can be sent to SAP. All other attachments are refused. The program

RAGS_FILE_EXT_L_DL fills the tables AGS_FILE_EXT_L with data from the SAP Support Portal. These tables

are used to check attachments to Service Desk messages.

o Jobname: SM:LONG FILE EXT DOWNLOAD


o Execution interval: Quarterly

7.2 Which BAdIs are relevant for Incident Management?

Caution

To implement BAdIs you need expert knowledge in ABAP programming.

AI_CRM_IM_MAP_USR_STATUS

This Business Add-In is used to define custom conditions for status mapping.

ORDER_SAVE

This Business Add-In is used to transfer customer-specific fields to middleware.

EXEC_METHODCALL_PPF

This Business Add-In (EXEC_METHOD_CALL_PPF) is used in actions implementations. It enables you to create

your own business add-in implementations for processing methods.

CONTAINER_PPF

This Business Add-In is used to modify PPF container values.

COM_PARTNER_BADI

This Business Add-In is used to implement custom partner processing.

CRM_ORDER_AUTH_CHECK

This Business Add-In is used to create enhancements for the authorization check in the business transaction.

EVAL_SCHEDCOND_PPF

This Business Add-In is used for custom evaluation of schedule condition.

EVAL_STARTCOND_PPF

This Business Add-In is used for custom evaluation of start conditions.

CRM_ORDER_FIELDCHECK

Use this Business Add-In to influence the ready-for input status of fields in the business transaction according

to user-defined logic.

CRM_CUSTOMER_H_BAD

This Business Add-In is used to create enhancements for the header data in the business transaction.

SBCOS001

If you use create incidents via the menu Help – Create support message, this Business Add-In (in the

managed system) allows you to influence the component, the short text and the priority.



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7.3 Message Queries in Work Center based on the Organizational Model

In Incident Management Work Center, you can create standard message queries which are based on

organizational units:

My Department

This selection is designed for Service Manager. If you are assigned to a manager position (a position with

checked option Head of own organizational unit) in the organizational model, all support messages, in which

the business partners that are assigned in your organizational unit were maintained as a partner, are selected.

My Colleagues

All support messages of employees that are assigned to the same position in the same organizational unit are

selected - except for messages for your own business partner.

My Team(s)

All support messages in which your business partner is assigned to a partner function and all messages of

employees that are assigned to the same position in the same organizational unit are selected. Basically, this

means that the query will return My Messages and My Colleague selection.

7.4 How to change SAP WebClient UI Configuration

The customizing of a partner determination procedure for the SAP WebClient is performed in the UI Component

Workbench. Below is an overview of the default partner functions displayed in the general data of an incident in

the SAP WebClient.

(You need xyz authorization to do this configuration.)

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Administrators can specify which partner functions should be displayed in the SAP WebClient. To change the

appearance of partner functions in the general data of an incident, please do the following:

1. Start the SAP WebClient (via the transaction CRM_UI) and select Personalize in the top navigation bar.

2. In the dialog box, go to the page area Settings and choose Personalize Settings.

3. Check the option Enable configuration mode.

4. Open an incident (via Incident Management in the left navigation bar) and select Show Configurable Areas, as

shown in the figure below.

5. Select the Details frame to start the configuration.

6. Select Copy Configuration and enter a role configuration key for the new configuration in the dialog box.



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Note

The role configuration key can be defined in Customizing, and assigned to a business role. With this

parameter, it is possible to create business-role-dependent configurations. At runtime, the correct

configuration is automatically determined by the business role with which the user is logged on. For more

information on how to create a role configuration key, please refer to the guide Business and

Authorization Roles available in SAP Service Marketplace.

7. To add an already existing partner function, please proceed as follows:

o Select a partner function field and choose Show Available Fields.

Partner functions are contained in BTPARTNERSET.

o Select a partner function and choose Add Field.

8. To remove a partner function field, select the field and choose the Remove Field option.

In the SAP WebClient, custom partner functions are displayed in the page area Business Partner.

Note

If the assignment block Business Partner is not displayed as default, you can make it visible via the

Personalize option, as shown below.

Note

To display a custom partner function in the general data of an incident, you need to add the new partner

function to the business partner set of the component AIC_INCIDENT_H. This can be done via

component enhancement. For more information, please refer to the SAP Help:

Framework Enhancement:

http://help.sap.com/saphelp_crm70/helpdata/en/5d/ca78bae61e48729056944bfa088086/frameset.

htm

7.5 Modifications of the Work Center Menu

Use the role SAP_SMWORK_INCIDENT_MAN to modify the SAP links in the work center. Call the role using

transaction PFCG. Go to the Menu tab.

http://help.sap.com/saphelp_crm70/helpdata/en/5d/ca78bae61e48729056944bfa088086/frameset.htm

http://help.sap.com/saphelp_crm70/helpdata/en/5d/ca78bae61e48729056944bfa088086/frameset.htm

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Figure22 Modifying the Menu in the SAP_SMWORK_INCIDENT_MAN Role

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

Figure23 Defining User Links for the Work Center

See also note 1160651




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7.6 What is required for Key Users to be able to Access the Work Center?

Make the configuration settings 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 be direct, using a reverse proxy, see the following configuration information.

http://help.sap.com/saphelp_nw70/helpdata/DE/42/d548e630b6473ce10000000a114e5d/frameset.htm

7.7 How to use Single Sign On with same Certificate like SAP Service Marketplace

As a prerequisite you have administrator authorizations assigned.

Users of SAP Service Marketplace are usually using Single Sign On with a certificate. This section describes how

to use Single Sign On using the same certificate in your SAP Solution Manager as in SAP Service Marketplace.

Note

Some activities are performed by the partner, some activities are performed by the customer.

Step 1: Set Up HTTPS

1. In the system running SAP Solution Manager, call the ICM Monitor (transaction SMICM) and choose Sevices.

2. Check whether HTTPS is available and active.

3. To set up HTTPS, call Maintain Profile Parameter (transaction RZ10), and enter the system profile name.

4. Select Instance profile, and in the Edit Profile screen area, select Extended Maintenance and choose Change.

The Maintain Profile screen appears.

5. Choose New Parameter.

6. Enter the following data:

o Parameter name: icm/server_port_<free number>

o Parameter values:

PROT = HTTPS

PORT = <free port, for example 420$$>

TIMEOUT = <number, 240 is default>

PROCTIMEOUT = <number, 600 is default>


8. Restart the system.

9. To check whether HTTPS is available and active, call the ICM Monitor (transaction SMICM) and choose

Services.

If HTTPS is not active, the row is yellow and the Actv column is empty.

10. To activate HTTPS, call Trust Manager (transaction STRUST) and select SSL service Standard. In the context

menu, choose Create.

The Create PSE screen appears.

http://help.sap.com/saphelp_nw70/helpdata/DE/42/d547ab30b6473ce10000000a114e5d/frameset.htm

http://help.sap.com/saphelp_nw70/helpdata/DE/42/d548e630b6473ce10000000a114e5d/frameset.htm

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11. Confirm the default entries.

The SSL server is active.

Step 2: Request Certificate from SAP

If not already available the VAR performs this activity with an s-user to retrieve the Certification Authority (CA)

and to test single-sign on and a customer s-user performs this activity to activate single-sign on.

1. In the browser, enter https://service.sap.com/sso-smp.

The Applying for an SAP Passport browser popup window appears.

2. Enter the s-user password and confirm your entries.

The certificate is now installed in your browser.

For more information about browser settings for single-sign on, in the Applying for an SAP Passport screen, see

Applying for an SAP Passport – Background

(http://service.sap.com/~sapidb/002006825000000038452001/).

Step 3: Configure SAP Solution Manager to request the certificates signed from SAP Passport CA

Prerequisite: The partner has a certificate for an S-User from SAP Service Marketplace.

1. Open the browser with which you call the SAP Solution Manager WebClient UI.

2. Save the SAP Passport CA in format X.509 (CER).

Depending on the browser version, there are different ways to save the certificate. For more information, refer

to the browser documentation.

3. To import the certificate, in the SAP Solution Manager system, call Trust Manager (transaction STRUST) and

under SSL server Standard, select the server.

The SSL server Standard screen appears.

4. Choose Import Certificate.

The Import Certificate screen appears.

5. In the File tab page, upload the certificate in Base64 format, and save your entries.

6. In the SSL server Standard screen, choose Add to Certificate List.

Step 4: Create link between SU01 User and S-User Certificate

1. In the SAP Solution Manager system, call ABAP Editor (transaction SE38) and call report RSUSREXTID.

2. Enter the following parameters:

o User: <S-user from SU01 for which you want to enable the logon with the s-user

certificate>

o External ID type: DN

o Prefix of External Name: CN=

o Suffix of External Name: , OU=SAP Service Marketplace, O=SAP Trust Community, C=DE

3. Make sure that Test Mode is deselected.

4. Execute the report.

Step 5: Activate SSL for SAP Solution Manager System

1. In the SAP Solution Manager system, call Maintain Services (transaction SICF).

2. In Service Name, enter the service for which you want to configure SSL, and execute the transaction.

http://service.sap.com/~sapidb/002006825000000038452001/



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3. Choose the service.

4. In the Logon Data tab page, in the Security Requirement screen area, select SSL.


Now as a result the s-user can log on in single sign-on mode by using the SAP Certificate.

For more information, see SAP Note 1531399.

7.8 How to Display all Messages of an Organization/Company ("Employee responsible for")

The BP Relation "Is the Employee Responsible For" (technical name "BUR011") must be maintained for the user.

To do this, follow the same steps as described for "Replaces" relationships, but instead maintain the relationship

"Is the Employee Responsible For".

If the system finds an "Is the Employee Responsible For" relation for the current user, all messages of the related

Business Partner (for example, Messages where the related Business Partner is entered as the "Sold-to-Party")

will be added to the "Processing by my team" list in the Work Center overview.

This behavior is turned off by default.

Adding an entry to table AGS_WORK_CUSTOM overrides the default:

IM_RESPONSIBLE_REL_ENABLE = X (Turned on)

IM_RESPONSIBLE_REL_ENABLE = blank (Turned off)

The Business Partner relationship category "BUR011" may also be overridden with an entry in table

AGS_WORK_CUSTOM:

IM_RESPONSIBLE_REL_CATEGORY= <new relationship category>

7.9 How to Define a Short URL Alias as Access to the Work Center?

An external alias can be defined as a short URL, e.g. “http://VARname.com/support” instead of long URL

“http://VARname.com/sap/bc/webdynpro/sap/ags_workcenter?sap-client=001&sap-language=EN”:

1. Call the transaction SICF, and choose Program -> Execute.

2. Choose ‚External Aliases’

http://service.sap.com/~form/handler?_APP=01100107900000000342&_EVENT=REDIR&_NNUM=1531399&_NLANG=en&_NVERS=0

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3. Choose ‚default_host’

4. Choose External Alias -> Create

o External Alias: Enter the name with which the work center is to be called. It must begin with “/”, e.g.

“/support” or “/support-access”

o Description 1: Enter a description

5. Change to tab Trg Element: Choose the service.Work center example:

/default_host/sap/bc/webdynpro/sap/AGS_WORKCENTER

6. Save your entries

7.10 In Which Tables is Data Stored?

The VAR master data is stored in the following tables:

AICONTACTS

AIEXTROUTERS

AIINSTACCESS

AIINSTALLATIONS

7.11 Main authorization difference between key user and processor view?



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A different view is provided for customers’ key users and for a VAR’s message processors. This is controlled by

authorization object CRM_TXT_ID. In the message processor role the attribute Display Text ID SU15 is also

included.

Figure24 Modify Views for the Work Center

7.12 Error Message DNO_150

You want to send a message to SAP, and get the following message:

Figure25 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 SAP via RFC connection with the name SM_SP_< customer number |

VAR customer number>.

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? Only a

generic S user, without an assignment to a customer number, is required.

7.13 Archiving and Deleting Messages

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

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Figure26 Transaction SARA - Archive Administration

For more detailed information on archiving, go to http://help.sap.com/

http://help.sap.com/saphelp_crm50/helpdata/de/8d/3e4d70462a11d189000000e8323d3a/frameset.ht

m (archive administration)

http://help.sap.com/saphelp_crm50/helpdata/de/3f/da033b77b7261fe10000000a11402f/frameset.htm

(archiving of business transactions)

See also the composite SAP Note 1150775 on archiving in CRM.

7.14 Which Information is entered for a system in SMSY?

The following information is available for the systems created in SMSY:

SID

Installation number

Product

Version

7.15 Problems with the Job REFRESH_ADMIN_DATA_FROM_SUPPORT

See SAP Note 1151450 on managing several customer numbers.

7.16 Message “Partner 00000 not found – see long text” is displayed while saving entries in the AISUSER Table

http://help.sap.com/

http://help.sap.com/saphelp_crm50/helpdata/de/8d/3e4d70462a11d189000000e8323d3a/frameset.htm

http://help.sap.com/saphelp_crm50/helpdata/de/8d/3e4d70462a11d189000000e8323d3a/frameset.htm

http://help.sap.com/saphelp_crm50/helpdata/de/3f/da033b77b7261fe10000000a11402f/frameset.htm



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This is a warning which can be ignored. Select “enter” and proceed.

7.17 How to make IBase Component Read-Only

1. Turn on UI Configuration Mode for Your User

2. Select Personalize:

3. Select Personalize Settings:

4. Enable configuration mode:

If you do not see this setting, you do not have appropriate authorizations.

5. Configure Page

6. Navigate to the Reference Object page.

7. Select Show Configurable Areas:

8. Select the Reference Objects area:

https://wiki.wdf.sap.corp/wiki/display/ApplMgt/VAR+-+How+to+Make+IBase+Component+Read-Only

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9. Select the Installed Base Component field:

10. Select Display Only.



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11. Save:

The IBase Component is now read-only:

7.18 How to customize navigation panel (Link Group) in CRM Web UI

It is possible to customize the visibility of customer specific Navigation Bar Links. In this example the Logical Link

Group “Create” will be added to the navigation bar. With the help of this Logical Link Group you will have the

possibility to create a service desk message of transaction type SMIN (Incident) directly out of the Navigation Bar.

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Once you copied the standard Navigation Bar Profile you must activate the links specifically within the

customizing of the Business Role.

To start the Implementation Guide go to TX: SPRO IMG CRM UI Framework Business Roles Define

Business Role

To adjust direct links, proceed as follows:

1. Select Business Role (Z)SOLMANPRO

2. Double-Click on Adjust Direct Link Group

3. Select Link Group SM-CREATE

4. Double-Click on Adjust Direct Links

Customizing



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5. Select and mark the specific Group ID you want to select out of the Logical Link Group e.g

o SM-IM-DC _ Incident

o SM-PRB-DC _ Problem

o SRV-ORD-DC _ Service Order

6. Save your settings

7.19 How to: Report downloaded system data in Service Desk for Service Provider- VAR Customer Report

The report AI_INSTALLATIONS_REPORT shows all installations of all customers which are downloaded to your

SAP Solution Manager. You will get a list with your customer name and number, customer’s installation numbers

and descriptions, and in addition the date of last synchronization and if the systems already generated in SMSY.

If the results are saved regularly it can be used to see the changes in download.

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7.20 Automatic forwarding of incidents to SAP depending on component

Incidents with the SAP application component XX-SER-… are automatically forwarded to SAP by default. With the

transaction DNO_CUST04 you can add additional SAP components. See Note 1318787 - VAR: Automatic

forwarding for specific components for setup details.





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8 Appendix

8.1 Configuration Overview “Service Desk for VARs”

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Appendix

8.2 Overview of System/User Information Download and Master Data Generation

8.3 Status Profile

Below is an overview of the SLFC0001 status profile:



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8.4 S-User Authorizations in SAP Global Support Backbone

The user that run the report AI_SC_GET_SAP_CUSTOMER_NUMBERS requires an S-user assigned in the

transaction AISUSER with following authorizations:

Activity Authorization

Administration Authorization ADMIN

Maintain all Logon Data Value GLOBAL

Maintain User Data USER

Maintain System Data INSTPROD

Request License Key LICKEY

The user that schedules the job REFRESH_ADMIN_DATA_FROM_SUPPORT requires for each customer the

assignment of an S-user in the transaction AISUSER with following authorization:


Maintain System Data INSTPROD

The S-user that is assigned in the customer specific RFC requires following authorization:


Send Customer Messages to SAP GOSAP

If a customer S-user would use the Maintenance Optimizer function, following additional authorization in the SAP

Support Portal is required:


Execute Maintenance Optimizer SWCATALOG: Order Software in Software Catalog

Authorizations of Customer S-Users acting as Key Users*:


Create Customer Messages ANLEG

Send Customer Messages to SAP GOSAP

Confirm Messages QUITT

Open Service Connections SVER

* Other authorizations are optional.

www.sap.com/contactsap

Material Number


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The information contained herein may be changed without prior

notice.

Some software products marketed by SAP AG and its distributors

contain proprietary software components of other software

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National product specifications may vary.

These materials are provided by SAP AG and its affiliated

companies (“SAP Group”) for informational purposes only, without

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