howto service desk
TRANSCRIPT
How to GuideSAP Solution Manager EHP1Service Desk
Application Lifecycle ManagementSolution Management06/2009
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How to prepare using SAP Solution ManagerEHP1 - Service Desk
SAP Solution Manager InstallationSAP Solution Manager EHP1 needsto be installed according theInstallation GuideIt is recommended to have the latestSupport Package Stack implemented
SAP Solution Manager Basic ConfigurationThe Basic configuration is succesfully completed with the guided procedure intransaction: SOLMAN_SETUPThe Basic configuration includes also the Standard Service Desk configurationPlease check the status in “Basic configuration” – step (7) Automatical configuration.All status should be green.The managed systems for which you want to create messages have to be maintainedvia the “Managed system configuration”.
Value AddConfigurationsE-Mail notification,SLA, BI Reporting,Solution Database,
etc.
Service Provider /Partner
Enhancements
Integration /Interface
3rd party interface,Testing,
Change Mgmt,Project
Documentation
CustomAdoptions &
DevelopmentsSpecific profiles,Custom fields,
BADIs
Configuration Service Desk
SAP Solution Manager - Installation
SAP Solution Manager - Basic ConfigurationSystem landscape, SAP Connection, Jobs, Ibase (Systems)
„SOLMAN_SETUP“
Standard Service DeskStandard profile of: Text, Status, Actions, Categories, Priority,
Master DataOrg. structure, Business Partner, User, Authorizations
StandardDeliverySAP SolutionManagerService Desk
Customer specificconfigurations ofSAP SolutionManagerService Desk
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How to prepare using Service DeskMaster Data (1)
To create and forward a support message to SAP, the following Data have tomaintained
User with Password and roles. To do in Transaction SU01
Copies of SAP Standard role
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How to prepare SAP Solution Manager ServiceMaster Data (2)
To create and forward a supportmessage to SAP, the following Datahave to maintained
Business Partner . To do in transaction :BP
Assign a logon user to aBusiness Partner
Maintain the systems / clients forwhich the BP is allowed to create
support messages
XXX (SID) 1234567(Installation) 000 (client) STLEON(User in this system)
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How to prepare SAP Solution Manager ServiceMaster Data (3)
To create and forward a supportmessage to SAP, the following Datahave to maintained
S-User: To do in transaction AISUSER
S-User for SAP ServiceMarketplace with authorizationto create support messages.Entry without „S“ and without
leading „0“.
Variants of message creation
Support messagein SAP system
Web-Frontend(Work Center)
SAP SolutionManager
Call / Mail / Fax
SMSYSystem
data of SMSYSystemdata (online)
+ context
SMSYSystem
data of SMSY
Message tracking for User is always
possible via Web Frontend Work Center
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How to create a support messagein managed system
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Create a support message asan end user in each SAPsystem. Messages are
transferred into the connectedSAP Solution Manager .
How to create a support messagevia Web Frontend (1)
URL: http://“Server“:“Port“/sap/bc/webdynpro/sap/ags_workcenter?sap-client=200&sap-language=EN
Overview of Incident Management Work Center
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How to create a support messagevia Web Frontend (2)
The reporter only defines sytem,priority and SAP component.
Further data is collected andattached automatically
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Creating a message in name of themessage reporter can be done directlyin SAP Solution Manager transaction:NOTIF_CREATE, e.g. based on phonecall or an EMail
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How to create a support messagevia Contact in SAP Solution Manager team
How to process a new messageUse query to find the message
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In the query view you canmonitor messages based onfilter values, e.g. message
number, status, etc.
Messages in SAP SolutionManager are shown to the
BPs that are assigned to themessage
SAP EnterpriseSupport
+ Global SupportBackboneMission-
CriticalSupport
Run SAP
InnovationProtection ofInvestment
End-to-EndSolutionOperations
SAP- Customer Collaboration in IncidentManagement
Context data from SAP managed systems
SAP component specific questions
Integrated SAP notes search
Support message interaction with SAP
Service & Support
Remote connection activities (open system,
secure area, SAP change log)
Feedback questionaire (Positive Call
Closure)
SAP Solution ManagerUser
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How to answer the component specificquestions
Component specific questions should beanswered before the message is sent to SAPsupport.
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Alert, showing that componentspecific questions are
available
How to process a new messageSearch for SAP notes
Before sending the message to SAP it is recommended to do SAPNotes research to check if a solution for the problem is alreadydocumented
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Enter several search termsand further filter values tolimit the amount of results.
How to forward a message to SAP
To forward a message toSAP it is necessary to writeat least a text in text type„Information for SAP“.
The status of the messagewill change automatically in„Sent to SAP“ after asuccessfull sending.
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Click on the message to get inthe processing mode
Click on Actions, select line„Send message to SAP“ and
SAVE.
A mandatoryfield for sendinga messagesuccessfully toSAP is theComponent, e.gSV-SMG-SUP.
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How to forward a message to SAP (2)
The field shows immediatleyafter saving the corresponding
message number in SAPGlobal Backbone.
Message status is the statusthat the message has
currently in SAP GlobalBackbone.
How to find messages that was updated fromSAP
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With a own defined query andthe selection criteria SAP
component, Notification statusor Message number it is
possible to monitor messageswhere customer action in the
process flow is required.
How to update SAP status in a message
Message status with SAP are updated automatically within a periodical job inbackground.
In urgent cases it is possible to trigger an update manually out of the message
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How to open system for SAP remote support
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How to maintain logon data for SAP remotesupport
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How to confirm a message with SAP (1)
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It is possible to confirm themessage that was sent to SAPafter receiving a successfullsolution or asynchron to cancel theprocess.The SAP message is automaticallyconfirmed whenever the SAPSolution Manager message willbe confirmed.
How to confirm a message with SAP (2)Positive Call Closure
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After the confirmation of amessage that was solved bySAP, it is appreciated to fill ina short feedback form aboutcustomer satisfaction
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Incident Management with 1st & 2nd LevelSupport - Demo Scenario
SAP SupportSAP SupportEnd User / Key UserEnd User / Key User Customer Support Processors
1st level 2nd level
Customer Support Processors
1st level 2nd level
•Open message
• Perform RCA• Clarification
to customer•Reply•Add attachment
• Forward 2ndlevel • Search SAP Notes
• Send to SAP• Open System for
SAP Support • RemoteConnection
• Attach SAP Note• Reply to
customer
• Check SAP Log• Confirm SAP
message• Give Feedback• Reply to customer• Implement SAP Note
(Change Request)• Take over Solution in
Solution Database
•ConfirmSolution
Find offline Demo to download in http://service.sap.com/rkt-solman
SAP Solution Manager Service Desk versusService Marketplace
"Message capture in the Service Marketplace applies to all key users in acompany with a corresponding S-user. Certain checks and queries (e.g notesearch) are performed before sending, to ensure that all the information required toprocess messages quickly, is available.Using the SAP Solution Manager assumes that the customer has at least a 1st-level SAP support structure (e.g. CCoE), so there has already been preliminaryclarification with the user, and initial attempts to solve the problem. Service Desk isdelivering appropriate functionalities.The message then forwarded to SAP does notusually need to repeat these queries and notes, on the contrary, they wouldprobably irritate most customer experts. It is assumed that customer experts havepassed all relevant information to SAP.„
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Further information
Useful links:
Solution Manager in Support Portal http://service.sap.com/solutionmanager--> Media Libary Use case Presentations
Learning Map for SAP Solution Manager http://service.sap.com/rkt-solman--> Operations
User Documentation http://help.sap.com
SAP Solution Manager Weblogs on the SDN(https://www.sdn.sap.com/irj/sdn/forum?forumID=156)
Trainings at Field Service Education Offerings(http://www.sap.com/services/education/catalog/index.epx)
Additional information to Service Desk (DE)(http://service.sap.com/~sapidb/011000358700007304772002E/)
SAP Solution Manager Diagnostics http://service.sap.com/diagnostics
Installation Guides on SAP Support Portal (http://service.sap.com) (-> SAPSolution Manager 7.0)
Master Guide SAP Solution Manager 7.0
Sizing Guide SAP Solution Manager 7.0
Installation Guides depending on OS/DB version