ConfigurationService Desk for Value-Added Resellers(VARs)September 2008

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Contents1 About this Configuration Guide ...................................................................................................3

2 Initial Configuration Steps ...........................................................................................................5

2.1 Initial Configuration Part I ....................................................................................................5

2.2 Implementing SAP Note 1023598 ........................................................................................5

2.3 Maintaining Profile Parameters ...........................................................................................6

2.4 Maintaining Logical Systems ................................................................................................6

2.5 Assigning S Users for SAP Support Portal Functions .............................................................6

2.6 Initial Configuration Part II ...................................................................................................7

3 Configuring the VAR Service Desk ................................................................................................9

3.1 Additional Transports for the Configuration .........................................................................9

3.2 Implementing SAP Note 1225682 for BC Set Activation VAR Service Desk ............................9

3.3 Checking the Settings ........................................................................................................ 11

3.3.1 Priorities .................................................................................................................... 11

3.3.2 Required Business Add-In (BAdI) Implementations ..................................................... 11

3.3.3 Activating the Authorization Check for CRM Texts...................................................... 13

3.4 Service Desk / Work Center - Assigning Attributes to Roles ................................................ 13

3.5 Activating the Work Center (Web User Interface) .............................................................. 15

3.6 Publishing Solution Manager Services ................................................................................ 17

3.7 Background Jobs ................................................................................................................ 17

3.7.1 Synchronizing Messages from SAP Service Backbone ................................................. 17

3.7.2 Automatic Confirmation of Messages ........................................................................ 18

3.7.3 Synchronizing Data with SAP ...................................................................................... 19

4 Master and Transaction Data .................................................................................................... 20

4.1 Automated Master Data Maintenance (Standard) ............................................................. 20

4.1.1 Generating Customer Numbers .................................................................................. 20

4.1.2 Creating RFC Connections to SAP for each Customer .................................................. 21

4.1.3 Downloading the Master Data from SAP Service Marketplace .................................... 22

4.1.4 Creating Key Users for a Customer Organization ........................................................ 27

4.1.5 Scheduling Background Jobs for Master Data Synchronization ................................... 32

4.2 Maintaining Master Data Manually .................................................................................... 32

4.2.1 Creating Business Partners for Customers .................................................................. 32

4.2.2 Creating Business Partners for Key Users ................................................................... 34

4.2.3 Message Processor .................................................................................................... 36

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5 Frequently Asked Questions ...................................................................................................... 40

5.1 Possible Modifications to the Work Center Menu .............................................................. 40

5.2 What is Required, to Allow Key Users Access to the Work Center? .................................... 41

5.3 How Can You Check Service Desk Settings? ........................................................................ 41

5.4 In Which Tables is Data Stored? ......................................................................................... 42

5.5 Prerequisites for the GoingLive Check Session ................................................................... 42

5.6 How are Views Set for Service Desk Users in the Work Center? ......................................... 42

5.7 Error Message DNO_150 ................................................................................................... 43

5.8 Archiving and Deleting Service Messages ........................................................................... 43

5.9 Problems with the REFRESH_ADMIN_DATA_FROM_SUPPORT Job ..................................... 44

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1 About this Configuration GuideThis configuration guide describes, step-by-step, the activities you need to carry out to activate theVAR Service Desk functions in SAP Solution Manager.Section 2 describes the basic configuration settings in SAP Solution Manager and the standardService Desk. These steps therefore form the basis for subsequent VAR configuration settingsdescribed in Section 3. Based on the implementation of SAP Notes 1084744 and 1225682, whichdescribe how to automatically activate the Business Configuration Sets (BC Sets) for VARconfiguration, steps are available for verifying the VAR settings. Activation of the Work Center andthe maintenance of roles for VAR Service Desk users are also described here. Section 3 thendescribes background jobs and how to schedule them in terms of messages. Section 4 takes acomprehensive look at the generation and the maintenance of VAR master data. In this context, thekey feature is the configuration steps required to initially load the VAR master data from SAP GlobalSupport Backbone to the VAR's SAP Solution Manager. The background jobs required to continuallyautomatically update the VAR master data are also described here.

Value-Added Resellers (VARs) are SAP partners that are the first point of contact for theircustomers' service and support issues. If a VAR has exhausted all possible solutions, itforwards the customer message to SAP Support Backbone, where it is processed further.

The message processor is a VAR employee who is responsible for processing customermessages. Messages are currently processed on the SAP graphic user interface (GUI).

Key users are employees of a VAR's customer. A key user therefore creates a customermessage. He or she uses a Web interface (Work Center) in the VAR's SAP Solution Manager,to create a message.

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The following prerequisites must be fulfilled, to avoid errors and problems during configuration. Thisconfiguration guide was created based on these prerequisites.

These prerequisites apply for the following VAR configuration:

SAP Solution Manager with Support Package 15SAP Note 662441 SAP Solution Manager: SAP Notes on Support PackagesSAP Note 949292 SAP Solution Manager: SAP Notes on the Service Desk

The Implementation Guide (IMG) is a significant element in this description, which also covers thetechnical name of an IMG activity. The display can be activated as follows.

Figure 1 Displaying the Technical Name of an IMG Activity

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2 Initial Configuration StepsThis section explains the general configuration settings for SAP Solution Manager, using the SAPSolution Manager IMG. The general configuration activities described below must be carried out, as abasic prerequisite for activating the VAR Service Desk functions.

Note: If you have already carried out these basic configuration settings, or if these weredelivered as part of the SAP Solution Manager Preparation Service (SMPS), for example, godirectly to Section 3.

2.1 Initial Configuration Part IFirstly, implement the activity Initial Configuration Part I (SOLMAN_FAST_CONFUSER) in the IMG.

Figure 2 SPRO Initial Configuration of Solution Manager

A wizard appears. It asks you to enter the data required, to automatically make the followingsettings:

SAP Solution Manager - Create administration userSAP Solution Manager - Create communication userCreate the remote function calls (RFCs) SAP-OSS and SAP-OSS-LIST-001, and store an S user

2.2 Implementing SAP Note 1023598SAP Note 1023598, which has already been mentioned above, can now be implemented. This Note iscontinuously updated by SAP developers and linked to the latest notes on required corrections.

When you implement SAP Note 1023598, all referenced Notes are automatically downloaded andactivated one after the other.

Some SAP Notes require manual corrections to be made retroactively. Read SAP Note 1023598 , tofind out which notes you must implement manually for the Support Package version you haveinstalled (except for SAP Note 1225682, which is discussed in Section 3 Configuring the VAR ServiceDesk).

If it is not possible to connect to the SAP system when downloading the Note, the RFC connectionSAPOSS must be tested, to check whether the S user and password are correct.

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Once SAP Note 1023598 has been implemented without errors, you can continue making the generalconfiguration settings, in line with the IMG (Figure 3).

Figure 3 Configuration Steps After Implementation of SAP Note 1023598

2.3 Maintaining Profile ParametersImplement the IMG activity Maintain Profile Parameters (SOLMAN_MAINTAIN_PROF). In transactionRZ10, create the following profile parameters in the instance profile.

icm/host_name_full = fully qualified server nameicm/server_port_1 = PROT=SMTP,PORT= <> 0 for example: 25000login/no_automatic_user_sapstar = 0 (prerequisite for logging on with user SAP*)

2.4 Maintaining Logical SystemsMaintain logical systems and assign these to the clients. To do this, implement the IMG activityMaintain Logical Systems (SOLMAN_LOGIC_SYSTEMS).

Figure 4 Defining the Logical System for the Service Desk Functions

2.5 Assigning S Users for SAP Support Portal FunctionsIn this step, each message processor is assigned an S user for SAP Support Portal. You can assign thesame generic S user for each message processor.

You can use the SOLMAN_COPY_AIUSERS report, to simplify maintenance of the AISUSER table. Thisreport automatically generates the AISUSER entries. In this context, the same contact person (S user)

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is entered for each user, in line with the template in the AISUSER table. SAP Note 1159944 isavailable for this report.

To run the report, a template (Figure 5) must be available in the AISUSER table. This template is usedto create the other users. The template is made up of the user and the S user (without the S andprefixed zeros).

Figure 5 Template for Generating AISUSER

The report can be called using transaction SE38 or SA38. To select a template, enter it directly, orselect it using the input help (F4). You can use the options GEN_FRM and ADD, to control theaddition of information from the template into the AISUSER table.

Figure 6 The SOLMAN_COPY_AIUSERS Report

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

Figure 7 Multiple Selection of Users

2.6 Initial Configuration Part II

Use this wizard to implement the following activities:

Activate BC Sets for the standard Service DeskDownload the SAP components from SAP Service MarketplaceGenerate the Service Desk Screen ProfileCopy the bills of material (BOMs) (complete standard Service Desk Customizing)

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To do this, implement the IMG activity Initial Configuration Part II (SOLMAN_FAST_GENERAL_).

Figure 8 Initial Configuration Part II

If an error occurs when downloading the SAP components from SAP Service Marketplace, implementan authorization check for the RFC connection SAPOSS using transaction SM59.

You have now made the required basic configuration settings for SAP Solution Manager.

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3 Configuring the VAR Service DeskThis section outlines how to configure the VAR Service Desk functions based on the initial setupdescribed in Section 2. SAP Notes 1084744 and 1225682 must be implemented in this context.

3.1 Additional Transports for the ConfigurationSAP Note 1084744 describes the configuration settings for automatically sending messages with thepriority Very High to SAP. It is valid for Support Packages 15 and 16. Two transports are attached tothis Note. Transport these to client 000 in your SAP Solution Manager. This is a prerequisite foractivating the BC Sets for the Service Desk's VAR Customizing settings.

! Do not implement the manual steps described in the Note, as they are implemented automaticallyat a later stage (Section 3.2).

3.2 Implementing SAP Note 1225682 for BC Set Activation VAR ServiceDesk

Caution: If you have already activated the BC Sets and made changes to the standard Customizingsetting, these changes are lost. Customer-specific Customizing (Y*, Z*) settings are not lost.

Implementation of the Z_VAR_CONFIG report as described below is valid for Support Package 15 –Support Package 17, and replaces the IMG entries selected in the following screenshot (Figure 9).

Figure 9 BC Set Activation Using the IMG

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Firstly, check whether the following settings have been made using transaction SCPR20:

1. Call transaction SCPR20.2. From the menu, choose Utilities -> System Settings.

o Change the entry: Activation links -> Do not create.o Save your changes.o Confirm the dialog box that appears.

Create the Z_VAR_CONFIG report as described in SAP Note 1225682. To do this, your user must beregistered with SAP as a developer for the SAP Solution Manager installation.

Run the Z_VAR_CONFIG report. Use transaction SCPR20, to check whether the BC Sets have beensuccessfully activated. You can ignore any warning messages (displayed in yellow) that appear duringactivation.

Figure 10 Displaying the Activation Protocol

The number of logs displayed is set to a default value of ten. You can increase this value to 20 ormore.

Figure 11 Successful Activation of BC Sets

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3.3 Checking the SettingsOnce the Customizing settings have been successfully activated for the VAR Service Desk, implementthe manual activities and checks described below.

3.3.1 PrioritiesIn the SCPRIO table, check whether the entries for priorities 1-4 match those displayed in thefollowing figure.

.Figure 12 Entries in the SCPRIO Table

If the entries in the table do not correspond to those displayed above, run theRDSWP_DELETE_SCPRIO report using transaction SA38. For more information on this report, seeNote 964598.

3.3.2 Required Business Add-In (BAdI) ImplementationsThe following BAdI implementations must be activated, to ensure that the function runs correctly.Use transaction SE19 to check that this is the case (some BAdI implementations may already beactive).

Classic BAdI Implementation:AI_SDK_SP_RFCAI_SDK_SP_PPFAI_SDK_CRM_DNO_MON

New BAdI Enhancement Implementation:AI_SDK_SP_RFC_RP

Note: If the BAdIs AI_SDK_SP_RFC, AI_SDK_SP_PPF, or AI_SDK_SP_PPF are not activated, youcan only activate them using the SAP Solution Manager IMG. Therefore, implement the IMGactivities Business Add-In for RFC Connections (SOLMAN_VAR_BADI_RFC), Business Add-In toProcess Actions (Post Processing Framework) (SOLMAN_VAR_BADI_PPF) or Business Add-Infor RFC Connections with Several SAP Customer Numbers (SOLMAN_VAR_SUSERRIGH) asdisplayed below.

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Figure 13 Activating the AI_SDK_SP_RFC BAdI Using the IMG

Figure 14 Activating the AI_SDK_SP_PPF BAdI Using the IMG

Figure 15 Activating the AI_SDK_SP_RFC_RP BAdI Using the IMG

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3.3.3 Activating the Authorization Check for CRM TextsWhen you are editing a message, you can use the authorization object CRM_TXT_ID to checkwhether a user is authorized to display or change specific texts in a message. For reasons ofcompatibility, however, this check is only carried out if needed. For more information on thecorresponding authorization object and its attributes, see Section 3.4.

Implement the IMG activity Activate Text Types (SOLMAN_SUP_ACTIV_TXT), to activate theauthorization check for texts.

Figure 16 IMG Activity Activate Text Types

3.4 Service Desk / Work Center - Assigning Attributes to RolesStandard SAP roles are shipped for the VAR Service Desk. As described below, copy the roles into thecustomer namespace, and then modify the authorization objects.

The following roles are shipped for key users:

Key UserSAP_SUPPDESK_CREATESAP_SUPPCF_CREATESAP_SMWORK_BASICSAP_SMWORK_INCIDENT_MAN

The following roles are shipped for message processors:

Message ProcessorSAP_SUPPDESK_PROCESSSAP_SUPPCF_PROCESSSAP_SMWORK_BASICSAP_SMWORK_INCIDENT_MAN

Standard roles must be assigned individual attributes. The following authorization objects arerelevant for the Service Desk.

Authorization Object DescriptionB_USERSTAT and B_USERST_T Authorization to set the status of a message. A corresponding

authorization key is assigned in the status profile for each

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status value.B_NOTIF_IB Authorization for IBase componentsB_NOTIF_BC Authorizations for messagesCRM_ORD_PR Authorization for transaction types -> Must be assigned values

for the SLFN transaction type at leastCRM_ORD_LP Authorization visibility organization modelCRM_ORD_OP Authorization for own documentsCRM_TXT_ID Authorization to display or change texts for a message

SAP Note 834534 also describes the roles required by the Service Desk and the Work Center.

Figure 17 and Figure 18 show an example of the SAP_SUPPDESK_CREATE role, with attributes.

Figure 17 Transaction PFCG - SAP_SUPPDESK_CREATE Role

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Figure 18 Transaction PFCG - SAP_SUPPDESK_CREATE Role

3.5 Activating the Work Center (Web User Interface)To create a message, customers access a Web interface using HyperText Transfer Protocol (HTTP) orHyperText Transfer Protocol with SSL (HTTPS). The Work Center therefore acts as a central platformthat customers can use to manage messages.

To activate Work Center services, implement the IMG activity Activate Solution Manager Services(SOLMAN_WCS_SERVICES) in the Solution Manager IMG.

Figure 19 Activating Work Center Services

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Use transaction SICF, to test the service, and use SERVICE and the service name WEBDYNPRO, tofilter the service name AGS_WORKCENTER. Select this entry and then start the entry Test Servicefrom the context menu.

Figure 20 Testing the Work Center Service

If the service was successfully set up for the Work Center, the Work Center logon screen shouldappear (Figure 21).

Figure 21 Work Center Logon Screen

To call the Work Center, you can use the URL or transaction SOLMAN_WORKCENTER.

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Figure 22 The Work Center User Interface

3.6 Publishing Solution Manager ServicesTo ensure that all Service Desk functions (Incident Management) work correctly in the Work Center,activate the Internet services SYSTEM and WEBGUI in Solution Manager.

To do this, call transaction SE80 and select the corresponding Internet Service in the RepositoryBrowser, as displayed below in Figure 23. For the complete object, select Publish CompleteService.

Figure 23 Publishing Internet Services

3.7 Background Jobs

3.7.1 Synchronizing Messages from SAP Service BackboneUse the RNOTIFUPDATE01 report, to synchronize messages between the SAP Solution ManagerService Desk and SAP Service Backbone. Plan this synchronization at periodic intervals (of 15minutes), as described in SAP Note 781163. Figure 24 displays the recommended setting for thereport variant. Select All Systems for the Source System field, to ensure that all messages aresynchronized, irrespective of the system in which they were created.

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Figure 24 Variant for the RNOTIFUPDATE01 Program

The following table provides an overview of the available settings and what they mean.

Setting MeaningUnconfirmedNotifications

If you select this field, only those customer messages that do not yet havethe SAP status Confirmed are synchronized or downloaded from the SAPbackend system.

Create NewNotification

If you select this field, and choose All Systems as the source system, all SAPcustomer messages are synchronized. In this case, even those that areinitially created directly in the SAP message processing system or on SAPService Marketplace are synchronized.

Source System You can use this field to specify which messages are reconciled, in line withtheir source. For example, if the setting CRM message is selected, only themessages that are sent from the Service Desk to SAP Support aresynchronized. Messages must be sent to SAP using the Service Desk to besynchronized.

SAP CustomerNumber

As of Support Package Stack 16, you can use this field to define the customernumbers for which corresponding messages are synchronized with the SAPbackend system.

Note: Plan this report with a user that is not to be used for a dialog logon. Furthermore,ensure that the user has sufficient authorizations to create and change Basis and CRMmessages. For more information on the required roles, see Section 3.4.

3.7.2 Automatic Confirmation of MessagesThe AI_SDK_SP_AUTO_CLOSE report can be used to automatically confirm customer messages thathave not been answered or confirmed by the customer within a defined period.

To do this, implement the IMG activity Set Up Automatic Confirmation of Messages(SOLMAN_VAR_AUTOCLOSE).

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Figure 25 IMG Activity Set Up Automatic Confirmation of Messages

Here, you can define the status of messages to be checked. If the message is not changed within thedefined time interval, the selected status is set. The following example shows a possible variant forthis report.

Check status: E0005 (proposed solution)Set status: E0008 (Confirmed)Interval: Once daily

The following time intervals are hard-coded for the automatic confirmation of messages:

Priority Duration (in days)1 142 213 454 45

3.7.3 Synchronizing Data with SAPSections 4.1.3 and 4.1.5 contain more details on other jobs and their functions as regards the initialor constant synchronization of data with SAP.

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4 Master and Transaction DataThis section describes the activities required to create automated or manual master data for yourcustomers in SAP Solution Manager. In this configuration guide, we recommend that you use theautomated option for generating master data. The description of manual maintenance provided hereis useful for tests.

4.1 Automated Master Data Maintenance (Standard)The activation of the BAdI implementation AI_SDK_SP_RFC described in Section 3.3.2 is aprerequisite for automated master data generation.

4.1.1 Generating Customer NumbersIf you are registered with SAP as a VAR or Customer Competence Center (CCC), you can use the SAPSupport Portal to determine all the SAP customer numbers that you support using the user providedby SAP. This S user is stored in the RFC SAP-OSS.

Prerequisite: An S user, with a password that has authorization to display all customerinformation for the VAR customer numbers, must be available in the RFC SAP-OSS.

Note: Refer to SAP Note 1151450, which provides information on managing severalcustomer numbers.

Figure 26 IMG Activity Generate Business Partners from OSS (SAP Support Portal)

Call the IMG activity Generate Business Partners from OSS (SOLMAN_VAR_MAINT), to run theAI_SC_GET_SAP_CUSTOMER_NUMBERS report. This report writes all SAP business partners of theVAR to the V_AISAPCUSTNOS table.

Once the business partners have been successfully generated, you must use transaction SM30, tocheck and maintain the V_AISAPCUSTNOS table. Use the Gen. All field, to determine the customernumbers for which the installations and S users are to be automatically created in SAP SolutionManager.

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Figure 27 Displaying the V_AISAPCUSTNOS Table

Note: Alternatively, you can set the indicator for individual installations of a customer in theV_AIINSNRS table (if, for example, you only provide support for specific customerinstallations).

Figure 28 The V_AIINSNRS Table

4.1.2 Creating RFC Connections to SAP for each CustomerAn RFC connection to SAP is required for each customer, to send customer messages to SAP.

Note: The following configuration steps are valid up to and including SAP Solution ManagerSupport Package Stack 17.

Firstly, run the SM_CONFIG_RFC report in Phase 1, as displayed below. This report reads all customernumbers from the AISAPCUSTNOS table and compiles a Microsoft Excel table for download.

Figure 29 The SM_CONFIG_RFC Report – Phase 1

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The locally saved CSV file must then be maintained. In this context, the S users of the customers areentered with the corresponding password.

Figure 30 CSV File for Generating the RFC Connections

In the next step, the fully maintained Microsoft Excel file is read using the SM_CONFIG_RFC report.To do this, run this report in Phase 2. The RFC connections (SM_SP_0000customer number) arecreated for each customer.

Figure 31 The SM_CONFIG_RFC Report – Phase 2

Note: If necessary, use transaction SM59, to check whether an authorization check issuccessful for each RFC connection created.

4.1.3 Downloading the Master Data from SAP Service Marketplace

Prerequisite: The customer numbers or installations must be selected for generating thedata as described in Section 4.1.1.

The AI_SC_REFRESH_READ_ONLY_DATA report is used to create in SAP Solution Manager thecorporate accounts that are assigned to your VAR. SAP Service Backbone is used to transfer thecustomer information.

Before the corresponding background job REFRESH_ADMIN_DATA_FROM_SUPPORT can bescheduled, use transaction SMSY_SETUP, to make the following settings.

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Transaction SMSY_SETUP expert settings

Figure 32 Making the Expert Settings Using Transaction SMSY_SETUP

The following options can be selected in the expert settings:

Figure 33 Expert Settings in SAP Solution Manager

Option 1: Generating business partners from SAP Support PortalThis setting determines whether a business partner (of the type organization) isautomatically 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 SP0001to be created. You can then use this ID to search for a business partner.

Option 2: Generating systems based on SAP Support PortalThis setting determines whether the master data for your customers' installations isautomatically created in the system landscape (SMSY) and installed base (IBase).

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Value A: Systems are only generated if a three-digit alphanumeric ID was created for acustomer in the V_BP_SPC maintenance view. This allows you to use the long systemname to differentiate systems with different customer numbers. For example, the SOLsystem for the customer SAP is created as SOLSAP01.

Value N: New systems are numbered sequentially when systems are generated. In thiscase, the SOL system would be created as SOL00001.

This job is used to automatically run the two IMG activities Create "Organization" Business Partner(SOLMAN_SUP_SOLD-TO) and Data Transfer from OSS (SOLMAN_SMSYSETUP_OSS):

Figure 34 Creating an Organization and Transferring Data from SAP Support Portal (OSS)

The following tables are maintained using the report:

AICONTACTSAIEXTROUTERSAIINSTACCESSAIINSTALLATIONS

You can use transaction BP to check which business partners (of the type organization) were createdfor your customers. You could, for example, validate your address data here.

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Figure 35 Automatically Created Organization in Transaction BP

Use transaction SM37 to plan the background jobREFRESH_ADMIN_DATA_FROM_SUPPORT, with a user that is not to be used to log on toSAP Solution Manager.

For this user, a corresponding S user must be maintained for each customer number in theAISUSER table. (Authorization of S user: System data maintenance for customer number)

Summary:Set up a background job with a system user.AISUSER: One entry each: System user | Customer number | S user (for customernumber and authorization for system data maintenance)

In the same step, the IBase entries for installations are automatically generated. The businesspartners for the customers (organization) are also stored as "bill-to party" partners. This ensures thatthe bill-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.

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Figure 36 Automatically Created Customer Systems in Transaction SMSY

Information on the customer systems that are stored in the IBase play a more significant role inprocessing messages. Here, each of your customer's installations is represented by a component. Allcomponents 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 theexternal ID SOL_MAN_DATA_REP.

Figure 37 Displaying a Customer System in the IBase

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4.1.4 Creating Key Users for a Customer OrganizationThe final step in automatically maintaining master data involves creating key users (end user) for acustomer using the IMG activity Create Key Users (SOLMAN_SUP_BUSPART).

Figure 38 IMG Activity Create Key Users

The AI_SDK_SP_GENERATE_BP report is used for automatic generation. This report can also bescheduled for periodic synchronization in the background.

Alternatively, you can choose to restrict the generation of business partners and key users for acustomer number (for testing).

Note: You can determine the customer S users for which SAP Solution Manager createscorresponding users and business partners. This restriction is made using the AUTOBJ field.If, for example, you just want to create user data for the Service Desk (message processing),select the SAP authorization ANLEG.If, for example, you also want to create users and business partners for the MaintenanceOptimizer scenario, select the SAP authorization SWCATALOG as well.

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Figure 39 Generating Business Partners and 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 usersBusiness partner relationship to the organization (customer - key user)Entries in the AISUSER table (prerequisite for forwarding a customer message to SAP ServiceBackbone)

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Figure 40 Displaying Log for the AI_SDK_SP_GENERATE_BP Report

The report also automatically creates identification numbers in each business partner. These IDsdisplay the systems for which a key user can create messages.

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Figure 41 Identification Numbers in Business Partners

This information is read from the AIINSTACCESS table.

Prerequisite: Authorization for creating customer messages, sending a reply, confirmingmessages and reading messages is a prerequisite.

If the S user is not authorized to send a customer message to SAP, no IDs are added in thecorresponding business partner.

Figure 42 Authorizations of S Users on SAP Service Marketplace (/user

If an error occurs during generation, you can run the AI_SDK_SP_CHECK_BP1 report. The errorssubsequently displayed can then be automatically eliminated.

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Figure 43 Transaction SA38 Start Report AI_SDK_SP_CHECK_BP1

The Consistency Checks action monitors the current settings. Refresh BP (action to be performed)automatically maintains changes.

Figure 44 Consistency Log from the AI_SDK_SP_CHECK_BP1 Report

Note: Use transaction SU10 (mass maintenance), to easily maintain the roles for S users.

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4.1.5 Scheduling Background Jobs for Master Data SynchronizationThe reports for synchronizing master data can be scheduled for periodic background processing. Thefollowing settings are recommended for the relevant reports:

Program Name Description IntervalAI_SC_REFRESH_READ_ONLY_DATA Download customer data and

installations from SAP Service BackboneDaily

AI_SDK_SP_GENERATE_BP Generate users and business partnersfor customer S users

Daily

4.2 Maintaining Master Data Manually

4.2.1 Creating Business Partners for CustomersThe bill-to party (customer) can be created manually using transaction BP. To do this, carry out thesteps described below.

1. Call transaction BP and select the following entries from the menu:Business Partner -> Create -> Organization.

Figure 45 Creating an Organization

2. Choose the Bill-To Party role. Save your changes if necessary. If theCRM_MKTBP_ZCAL_UPDATE_30 program displays an error message, refer to SAP Note450640.

Figure 46 Creating a Business Partner as a Bill-To Party

3. Select the Address tab, and enter address information for the bill-to party.

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Figure 47 Maintaining Information for Business Partners

4. Select the Control tab. Choose the Calling Hours button, to save the business hours duringwhich you process customer messages.

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Figure 48 Maintaining Calling Hours for Business Partners

Note: When a message with the priority Very High is created, the business hours recordedfor the customer are evaluated. If the current server time is not within the recorded times,the message is automatically forwarded to SAP Service Backbone.

4.2.2 Creating Business Partners for Key UsersKey users (customers reporting the message) can be created manually using transaction BP. To dothis, carry out the steps described below.

1. Call transaction BP and select the following entries from the menu:Business Partner -> Create -> Person.

2. On the Address tab, enter the required information for the key user. It is important to recordan e-mail address here. This could be used at a later stage to send automatic notification fora message by e-mail.

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Figure 49 Creating a Key User in Transaction BP

3. Select the Identification tab and go to the Identification Numbers groupbox. Now, enter allIDs for the systems for which S users can create messages using the Work Center.

- Select the ID Type CRM001 (External System ID).- In the Identification Number field, enter the user in the following format: <System

ID><blank><installation number><blank><client><blank><S user>.

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Figure 50 Maintaining Key User IDs

If an error message from the CRM_MKTBP_ZCAL_UPDATE_30 program appears, refer to SAP Note450640.

Note: Here, no organization is assigned to a key user, as the standard Service Desk is beingset up.

4.2.3 Message ProcessorThe message processor is the employee responsible for processing a customer message. Thefollowing steps show how to create a message processor.

1. In transaction BP (Maintain business partner), select Business Partner -> Create -> Person.Alternatively, edit an existing business partner of the type Person.

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

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Figure 51 Creating an Employee in Transaction BP

3. Select the Identification tab and go to the Personal Data groupbox.4. Enter the user ID for the message processor in the User Name field. This information is required

so that the user can process the message at a later stage. This information is required to processa message.

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Figure 52 Maintaining Users in a Business Partner

5. Save your entries.

If the CRM_MKTBP_ZCAL_UPDATE_30 program displays an error message, refer to SAP Note 450640.

6. Now maintain the AISUSER table using transaction AISUSER. Here, create an S user for SAPSupport Portal for the message processor's user. (You can assign the same generic S user for eachmessage processor.)

Figure 53 Template for Generating AISUSER

You can use the SOLMAN_COPY_AIUSERS report, to simplify maintenance of the AISUSERtable. This report automatically generates the AISUSER entries. In this context, the samecontact person (S user) is entered in the AISUSER table for each user, in line with thetemplate. SAP Note 1159944 is available for this report.

To run the report, a template (Figure 5) must be available in the AISUSER table. Thistemplate is used to create the other users. The template is made up of the user and the Suser (without the S and prefixed zeros).

The report can be called using transaction SE38 or SA38. To select a template, enter itdirectly, or select it using the input help (F4). You can use the options GEN_FRM and ADD, tocontrol the addition of information from the template into the AISUSER table.

Figure 54 The SOLMAN_COPY_AIUSERS Report

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

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Figure 55 Multiple Selection of Users

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5 Frequently Asked Questions

5.1 Possible Modifications to the Work Center Menu

Use the SAP_SMWORK_INCIDENT_MAN role, to modify the SAP links in the Work Center. Call thecorresponding role using transaction PFCG. Go to the Menu tab.

Figure 56 Modifying the Menu in the SAP_SMWORK_INCIDENT_MAN Role

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

Figure 57 Defining your Own Links for the Work Center

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5.2 What is Required, to Allow Key Users Access to the Work Center?Carry out the configuration settings as described below. The Work Center can then be calledinternally and externally.

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

If communication is to occur directly using a reverse proxy, refer to the following information onconfiguration.

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

5.3 How Can You Check Service Desk Settings?

Use the report AI_SDK_CUSTOMIZING_LISTING, to read all basic settings from the Service Desk anddisplay them in a log. This provides a user-friendly analysis.

To run the AI_SDK_CUSTOMIZING_LISTING report, the SAP Notes 1147005 and 1168074 must beimplemented. These also enhance the information in the log.

Use transaction SE38 to run the report. You can determine the settings to be evaluated and displayedin a structure.

Figure 58 Report AI_SDK_CUSTOMIZING_LISTING

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Figure 59 Consistency Log - Service Desk Basic Settings

5.4 In Which Tables is Data Stored?

The VAR master data is stored in the following tables:

AICONTACTSAIEXTROUTERSAIINSTACCESSAIINSTALLATIONS

5.5 Prerequisites for the GoingLive Check Session

The SAP GoingLive Check session requires at least ST-SER package 700_2008_1 Support Package 01,which was published between Support Package 15 and Support Package 16.

5.6 How are Views Set for Service Desk Users in the Work Center?

Another interface (view) is provided for the Work Center for key users and for message processors.This is steered using the authorization object CRM_TXT_ID. In the message processor role, add theattribute Display Text ID SU15.

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Figure 60 Modifying Views for the Work Center

5.7 Error Message DNO_150

You want to send a message to SAP. The message displayed in Figure 61 appears:

Figure 61 Error Message DNO_150

Analysis and Troubleshooting:

1. The message is forwarded in the name of the person reporting the message. TheAI_SDK_SP_RFC BAdI must be active. The message is forwarded using the customer RFC.

2. Check: Does an entry exist in the AISUSER table for the S user of the person reporting themessage (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 themessage? Here, only a generic S user is required, without an assignment to a customernumber.

5.8 Archiving and Deleting Service Messages

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

Figure 62 Transaction SARA - Archive Administration

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

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

5.9 Problems with the REFRESH_ADMIN_DATA_FROM_SUPPORT Job

See SAP Note 1151450 on managing several customer numbers.

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Table of Figures

Figure 1 Displaying the Technical Name of an IMG Activity..................................................................4

Figure 2 SPRO Initial Configuration of Solution Manager .....................................................................5

Figure 3 Configuration Steps After Implementation of SAP Note 1023598 ...........................................6

Figure 4 Defining the Logical System for the Service Desk Functions ...................................................6

Figure 5 Template for Generating AISUSER .........................................................................................7

Figure 6 The SOLMAN_COPY_AIUSERS Report ....................................................................................7

Figure 7 Multiple Selection of Users ....................................................................................................7

Figure 8 Initial Configuration Part II .....................................................................................................8

Figure 9 BC Set Activation Using the IMG ............................................................................................9

Figure 10 Displaying the Activation Protocol ..................................................................................... 10

Figure 11 Successful Activation of BC Sets ......................................................................................... 10

Figure 12 Entries in the SCPRIO Table ................................................................................................ 11

Figure 13 Activating the AI_SDK_SP_RFC BAdI Using the IMG............................................................ 12

Figure 14 Activating the AI_SDK_SP_PPF BAdI Using the IMG ............................................................ 12

Figure 15 Activating the AI_SDK_SP_RFC_RP BAdI Using the IMG ...................................................... 12

Figure 16 IMG Activity Activate Text Types ........................................................................................ 13

Figure 17 Transaction PFCG - SAP_SUPPDESK_CREATE Role .............................................................. 14

Figure 18 Transaction PFCG - SAP_SUPPDESK_CREATE Role .............................................................. 15

Figure 19 Activating Work Center Services ........................................................................................ 15

Figure 20 Testing the Work Center Service ........................................................................................ 16

Figure 21 Work Center Logon Screen ................................................................................................ 16

Figure 22 The Work Center User Interface ........................................................................................ 17

Figure 23 Publishing Internet Services ............................................................................................... 17

Figure 24 Variant for the RNOTIFUPDATE01 Program ........................................................................ 18

Figure 25 IMG Activity Set Up Automatic Confirmation of Messages ................................................. 19

Figure 26 IMG Activity Generate Business Partners from OSS (SAP Support Portal) ........................... 20

Figure 27 Displaying the V_AISAPCUSTNOS Table.............................................................................. 21

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Figure 28 The V_AIINSNRS Table ....................................................................................................... 21

Figure 29 The SM_CONFIG_RFC Report – Phase 1 ............................................................................. 21

Figure 30 CSV File for Generating the RFC Connections ..................................................................... 22

Figure 31 The SM_CONFIG_RFC Report – Phase 2 ............................................................................. 22

Figure 32 Making the Expert Settings Using Transaction SMSY_SETUP .............................................. 23

Figure 33 Expert Settings in SAP Solution Manager ........................................................................... 23

Figure 34 Creating an Organization and Transferring Data from SAP Support Portal (OSS) ................. 24

Figure 35 Automatically Created Organization in Transaction BP ....................................................... 25

Figure 36 Automatically Created Customer Systems in Transaction SMSY ......................................... 26

Figure 37 Displaying a Customer System in the IBase ........................................................................ 26

Figure 38 IMG Activity Create Key Users ........................................................................................... 27

Figure 39 Generating Business Partners and Users ............................................................................ 28

Figure 40 Displaying Log for the AI_SDK_SP_GENERATE_BP Report................................................... 29

Figure 41 Identification Numbers in Business Partners ...................................................................... 30

Figure 42 Authorizations of S Users on SAP Service Marketplace (/user ............................................ 30

Figure 43 Transaction SA38 Start Report AI_SDK_SP_CHECK_BP1 ..................................................... 31

Figure 44 Consistency Log from the AI_SDK_SP_CHECK_BP1 Report ................................................. 31

Figure 45 Creating an Organization ................................................................................................... 32

Figure 46 Creating a Business Partner as a Bill-To Party ..................................................................... 32

Figure 47 Maintaining Information for Business Partners .................................................................. 33

Figure 48 Maintaining Calling Hours for Business Partners ................................................................ 34

Figure 49 Creating a Key User in Transaction BP ................................................................................ 35

Figure 50 Maintaining Key User IDs ................................................................................................... 36

Figure 51 Creating an Employee in Transaction BP ............................................................................ 37

Figure 52 Maintaining Users in a Business Partner ............................................................................ 38

Figure 53 Template for Generating AISUSER ..................................................................................... 38

Figure 54 The SOLMAN_COPY_AIUSERS Report ................................................................................ 38

Figure 55 Multiple Selection of Users ................................................................................................ 39

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Figure 56 Modifying the Menu in the SAP_SMWORK_INCIDENT_MAN Role ...................................... 40

Figure 57 Defining your Own Links for the Work Center .................................................................... 40

Figure 58 Report AI_SDK_CUSTOMIZING_LISTING ............................................................................. 41

Figure 59 Consistency Log - Service Desk Basic Settings ..................................................................... 42

Figure 60 Modifying Views for the Work Center ................................................................................ 43

Figure 61 Error Message DNO_150 ................................................................................................... 43

Figure 62 Transaction SARA - Archive Administration ........................................................................ 43