<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 />//weblogs.sdn.sap.com/weblogs/images/58120/image001.jpg|height=21|width=21|src=https://weblogs.sdn.sap.com/weblogs/images/58120/image001.jpg!</p>
<p > </p>
<p ><img />//weblogs.sdn.sap.com/weblogs/images/58120/image002.jpg|height=166|width=432|src=https://weblogs.sdn.sap.com/weblogs/images/58120/image002.jpg!</p>
<p > </p>
<p >b.
Go to the
Details view of message category "SLF1".</p>
<p ><img />//weblogs.sdn.sap.com/weblogs/images/58120/image003.jpg|height=228|width=444|src=https://weblogs.sdn.sap.com/weblogs/images/58120/image003.jpg!</p>
<p > </p>
<p >c.
Now in the
action profile change the action profile from
"SMSD_ABA_MLDG_SERVICEVORGANG" to "SLFN0001_STANDARD_DNO"</p>
<p >d.
Press Save <img />//weblogs.sdn.sap.com/weblogs/images/58120/image004.jpg|height=23|width=17|src=https://weblogs.sdn.sap.com/weblogs/images/58120/image004.jpg! and Exit the
transaction.</p>
<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
Team.</p>
<p > </p>
<p > </p>
<p ><b>2.
Create Business
Partners</b></p>
<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 />//weblogs.sdn.sap.com/weblogs/images/58120/image005.jpg|height=202|width=408|src=https://weblogs.sdn.sap.com/weblogs/images/58120/image005.jpg!</p>
<p >2.
In Create
Business Partner Click On <img />//weblogs.sdn.sap.com/weblogs/images/58120/image006.jpg|height=20|width=56|src=https://weblogs.sdn.sap.com/weblogs/images/58120/image006.jpg! 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 />//weblogs.sdn.sap.com/weblogs/images/58120/image007.jpg|height=24|width=84|src=https://weblogs.sdn.sap.com/weblogs/images/58120/image007.jpg!.</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 />//weblogs.sdn.sap.com/weblogs/images/58120/image008.jpg|height=24|width=73|src=https://weblogs.sdn.sap.com/weblogs/images/58120/image008.jpg! 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 />//weblogs.sdn.sap.com/weblogs/images/58120/image009.jpg|height=37|width=492|src=https://weblogs.sdn.sap.com/weblogs/images/58120/image009.jpg!</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 />//weblogs.sdn.sap.com/weblogs/images/58120/image010.jpg|height=88|width=480|src=https://weblogs.sdn.sap.com/weblogs/images/58120/image010.jpg!</p>
<p >Note the object ID number presented on the "Maintain
Object" Screen </p>
<p ><img />//weblogs.sdn.sap.com/weblogs/images/58120/image011.jpg|height=216|width=336|src=https://weblogs.sdn.sap.com/weblogs/images/58120/image011.jpg!</p>
<p > </p>
<p > </p>
<p >B)
After
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.
CRM->Master
Data->Business Partner-> Integration Business Partner Organization
Management</p>
<p >c.
Create Business
Partner Initially</p>
<p > </p>
<p ><img />//weblogs.sdn.sap.com/weblogs/images/58120/image012.jpg|height=308|width=420|src=https://weblogs.sdn.sap.com/weblogs/images/58120/image012.jpg!</p>
<p > </p>
<p ><img />//weblogs.sdn.sap.com/weblogs/images/58120/image013.jpg|height=254|width=396|src=https://weblogs.sdn.sap.com/weblogs/images/58120/image013.jpg!</p>
<p >d.
In the object ID
field type in the noted ID number.</p>
<p ><img />//weblogs.sdn.sap.com/weblogs/images/58120/image014.jpg|height=100|width=468|src=https://weblogs.sdn.sap.com/weblogs/images/58120/image014.jpg!</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
Goto->Partner</p>
<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 >   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
"PFAC_RESPO"</p>
<p >b.
Select Object
Type "AC" and Rule "13200137"</p>
<p > </p>
<p > <img />//weblogs.sdn.sap.com/weblogs/images/58120/image015.jpg|height=91|width=204|src=https://weblogs.sdn.sap.com/weblogs/images/58120/image015.jpg!</p>
<p >c.
In the
"Responsibilities" tab Click <img />//weblogs.sdn.sap.com/weblogs/images/58120/image016.jpg|height=26|width=20|src=https://weblogs.sdn.sap.com/weblogs/images/58120/image016.jpg! to create a new
Responsibility</p>
<p >
Maintain the
Name of the responsibility <img />//weblogs.sdn.sap.com/weblogs/images/58120/image017.jpg|height=89|width=279|src=https://weblogs.sdn.sap.com/weblogs/images/58120/image017.jpg!</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 />//weblogs.sdn.sap.com/weblogs/images/58120/image018.jpg|height=264|width=360|src=https://weblogs.sdn.sap.com/weblogs/images/58120/image018.jpg!</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 />//weblogs.sdn.sap.com/weblogs/images/58120/image019.jpg|height=22|width=22|src=https://weblogs.sdn.sap.com/weblogs/images/58120/image019.jpg! and select <img />//weblogs.sdn.sap.com/weblogs/images/58120/image020.jpg|height=123|width=115|src=https://weblogs.sdn.sap.com/weblogs/images/58120/image020.jpg!</p>
<p >i.
Search and
select a system user and press create <img /></body>
