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Setting Up SAP Service Desk 1,2,3 and Go

<body><p >SAP solution manager 3.2 is the next

generation of SAP tools for system management; it provides a SAP customer an efficient means to manage their SAP Landscape. The product has many facets both

for Implementation (Roadmaps, E-Learning and etc.) and Support (Diagnostics,

Service Desk and etc) but the feature that I found most productive was SAP Service Desk. Hailing its roots from the CRM component it requires an ample amount of CRM

configuration to get the problem message flowing into the solution manager from

your SAP landscape.</p>

<p > </p>

<p >I am going

to present a quick guide to get the service desk  up and running for an

organizations internal support, excluding all the BASIS(BC) activities, I would be

assuming that the system has the latest patch level and support packages installed

,so here we go </p>

<p > </p>

<p ><b>1.      

Going to a

simpler message profile</b></p>

<p  >        A message profile identifies what parameters are

required to create a message and what actions  can be performed on the message.

The default message type for support notification generated from the system

landscape is SLF1.</p>

<p  >a.      

Go to

Transaction “<b>DNO_CUST01</b>” (Change view message categories) and

press change <img  />//|height=21|width=21|src=!</p>

<p  > </p>

<p  ><img  />//|height=166|width=432|src=!</p>

<p  > </p>

<p  >b.      

Go to the

Details view of message category “SLF1”.</p>

<p  ><img  />//|height=228|width=444|src=!</p>

<p  > </p>

<p  >c.       

Now in the

action profile change the action profile from


<p  >d.      

Press Save <img  />//|height=23|width=17|src=! and Exit the


<p  > </p>

<p  >You have not set a simpler action profile which requires

less customization configuration and effort to get the message flowing. For

this action profile you only need to maintain Sold-to-Party, Reported By and Support


<p  > </p>

<p  >        </p>

<p ><b>2.      

Create Business


<p  >Business partner in the support desk scenario are of 2

types Organization and Employee, the organization business partner acts as a

Sold-To-Party (the company for which the systems are to be supported by service

desk) and a Ship to Party. Similarly an employee acts as a Message Creator, Message

Processor and Administrator. For creating a business partner there are 2

approaches </p>

<p  > </p>

<p  > </p>

<p  > </p>

<p  s><b>A .Using T-Code DSWP to mass generate.</b></p>

<p  >1.      

In DSWP -> Edit

– > Create Business Partner</p>

<p  ><img  />//|height=202|width=408|src=!</p>

<p  >2.      

In Create

Business Partner Click On <img  />//|height=20|width=56|src=! to add a system

from your landscape </p>

<p  >3.      

Expand the

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

functionality and then press<img  />//|height=24|width=84|src=!.</p>

<p  > </p>

<p  s><b>B. The second Approach is by using T-Code BP</b></p>

<p  >1. In T-Code BP Select <img  />//|height=24|width=73|src=! and maintain

role “Employee” and “General Business Partner” and supply

the necessary address data. In order relate the business partner with the

landscape user you need to maintain the Identification Tab </p>

<p  ><img  />//|height=37|width=492|src=!</p>

<p  > </p>

<p  >Here the identification number is the combination of

<System Id> <Installation #> <Client> <User ID>

separated by spaces.</p>

<p >The

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

are Reporter and  Key User ).In order to make a business partner a message processor

you need to assign SAPNETUSID parameter in the user profile with a S-Number the

employee can then send the message to SAP.</p>

<p > </p>

<p ><b>3. Setup

Sold to Party</b></p>

<p > </p>

<p  >The phrase Sold to Party is the current service desk

scenario corresponds to the reporting Organization e.g. (IT Dept, Customer

Service Dept or Help Desk).The sold to party must be setup at the individual

component of the Installation base. Now you first need to setup the

organization into the system, </p>

<p >A)      

Using HR

Organization Management and developing the Organization Structure and Staffing

using PPOCE and PPOME</p>

<p  >a.      

Goto T-Code PPOCE

and define a validity Date for the Root Organization</p>

<p  >b.      

Provide Validity

Date for Organization</p>

<p  >c.       

Maintain the Name,

Description and Address tab of the Organization.</p>

<p  > </p>

<p  >The organization unit that you have created is assigned a

ID note the ID of the organization unit by going the Organization unit and from

the menu Goto->Detail Objects-> Enhanced Object Description. </p>

<p  ><img  />//|height=88|width=480|src=!</p>

<p  >Note the object ID number presented on the “Maintain

Object” Screen </p>

<p  ><img  />//|height=216|width=336|src=!</p>

<p  > </p>

<p  > </p>

<p >B)      


development of the organization unit you need create a business partner of the

organization unit to maintain, this is very simple </p>

<p  >a.      

Goto T-Code SPRO</p>

<p  >b.      


Data->Business Partner-> Integration Business Partner Organization


<p  >c.       

Create Business

Partner Initially</p>

<p > </p>

<p  ><img  />//|height=308|width=420|src=!</p>

<p  > </p>

<p  ><img  />//|height=254|width=396|src=!</p>

<p  >d.      

In the object ID

field type in the noted ID number.</p>

<p  ><img  />//|height=100|width=468|src=!</p>

<p  > </p>

<p  >e.      

Your business partners

is created successfully, note B-Partner Number, if you have a well define and

maintained organization structure you can use this transaction to create your

organizations business partner (Employee and Business Partner Organization).</p>

<p  > </p>

<p  >f.       

Now since you

have created the business partner from and organizational unit you can now

assign this partner as a sold to party organization. Go to T-Code IB52</p>

<p  >g.      

Set Install Base

value to 1 and press Enter</p>

<p  >h.      

Now if the basis

configuration is correct and they are running the Early watch report correctly

you should be viewing a hierarchy of your landscape systems registered with SAP Solution Manager along with all their client.</p>

<p  >i.        

Select the root

component of all the clients.</p>

<p  >j.        

From the menu


<p  >k.       

Select function

“Sold to Party” and in the Partner field enter the newly created

B-Partner Number in our e.g. 24.</p>

<p  > </p>

<p ><b>4.      

</b><b>And Go

(Setting Up Support Team).</b></p>

  <p >                            &nbsp   Support team identifies that individual or group of individuals, who would be performing activities to lead the support notification towards a solution,I am going to setup the first level support team for a specific SAP Component and then assigning a user as its person responsible.</p>

<p >a.       

Go to T-Code


<p >b.       

Select Object

Type “AC” and Rule “13200137”</p>

<p > </p>

<p >                                <img  />//|height=91|width=204|src=!</p>

<p >c.       

In the

“Responsibilities” tab Click <img  />//|height=26|width=20|src=! to create a new


<p >       

Maintain the

Name of the responsibility <img  />//|height=89|width=279|src=!</p>

<p >e.       

In the detail

screen after the house keep of “BASIC Data” go to the

“Responsibility Specs” grid and against the “SAP Component”  enter “BC*”</p>

<p >f.        

<img  />//|height=264|width=360|src=!</p>

<p >g.       

Click Save and

again Go to T-Code “PFAC_RESPO” and maintain the same object and rule

number as previous.</p>

<p >h.       

Select the newly

created responsibility and Click <img  />//|height=22|width=22|src=! and select <img  />//|height=123|width=115|src=!</p>

<p >i.        

Search and

select a system user and press create <img  /></body>

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      Author's profile photo Sri Raghu Kishore Pusapati
      Sri Raghu Kishore Pusapati
      The next blogs would be more awaited for.. please publish them soon......
      Author's profile photo Sri Raghu Kishore Pusapati
      Sri Raghu Kishore Pusapati
      A bit of info on Numbering ranges ( ABA, SLF1 ..)would also add to the helpfulness of this blog..
      Thanks for sharing.
      Author's profile photo Sri Raghu Kishore Pusapati
      Sri Raghu Kishore Pusapati
      Hi Kamran..
      eagerly awaiting the Blog on it 😉 when is it scheduled..hopefulkly pretty soon..:)
      Author's profile photo Former Member
      Former Member
      I have all working, except, how do you set up the solution database? I see nothing in the IMG anywhere on this.