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First of all, you will need to perform some preparation steps, follow these instructions below:

Check level of Basis and ABAP Support Packs in the Satellite Systems. For example: for release 4.6C, Support Package 51 (or Support Package 50 with Notes 832585 and 838537) is required. For WAS 620 Support Package 54 is then required.

Let’s now start with the required configuration steps to setup Service Desk in SAP Solution Manager 3.2.

1. Activate Solution Manager Services:

a.

Go to transaction

SICF

. Navigate the tree below to each of the services listed. If the service is currently grayed out you will need to activate it. For example, navigate to /sap/public/bsp/sap/htmlb

image

b.

If the service is grayed out, as in the example, you need to activate it, for this, select the service, go to Service/VirtualHost Menu and then select

Activate

. In the following screen, select the

Y

button, to activate the service and all the dependent services.

image

Now, the BSP service is activated, see below:

image

c.

The same procedure needs to be performed also for the following services:

     /sap/public/bsp/sap/htmlb

     /sap/bc/bsp/sap/ai_proj_setup

     /sap/bc/bsp/sap/dswpnotifcreate

     /sap/bc/bsp/sap/dswp_create_message

     /sap/bc/bsp/sap/dswp_bsp

     /sap/bc/bsp/sap/learning_map

     /sap/bc/bsp/sap/public/bc

     /sap/bc/bsp/sap/solutionmanager

     /sap/bc/bsp/sap/system

     /sap/bc/contentserver

     /sap/bc/solman

2. Activating Solution Manager BC-Sets required for Service Desk:

a.

Go to transaction

SCPR20

. The following screen will be shown:

image

b.

In the BC set enter the BC set that needs to be activated, for example:

SERVICE_DESK_CHANGE_REQUEST_32A

image

c.

Press the activate (!https://weblogs.sdn.sap.com/weblogs/images/26943/BCSets_Activate.JPG|height=20|alt=image|width=24|src=https://weblogs.sdn.sap.com/weblogs/images/26943/BCSets_Activate.JPG|border=0!) button. The following screen will be shown:

image

d.

Make sure to select Expertmode and Overwrite All Dataoptions, and then, click on the continue button (!https://weblogs.sdn.sap.com/weblogs/images/26943/BCSets_OK.JPG|height=22|alt=image|width=23|src=https://weblogs.sdn.sap.com/weblogs/images/26943/BCSets_OK.JPG|border=0!). The BC set will be now activated.

e.

Now repeat steps

a

through

d

to activate also the following BC Sets:

     SERVICE_DESK_CHANGE_REQUEST_32A

     SERVICE_DESK_CHANGE_REQUEST_32F2

     SERVICE_DESK_CHANGE_REQUEST_32A7

     SERVICE_DESK_CHANGE_REQUEST_32A8

     SERVICE_DESK_CHANGE_REQUEST_32A9

     SVDSK_CORPFUNC_SECURE_AREA_32_01

3. Fetching SAP components:

This will transfer the standard SAP components from SAPNet R/3 Frontend into the Solution Manager system. Go to transaction

DSWP

then select

Edit/Fetch SAP Components

from the menu.

4. Assign the number ranges for ABA notifications:

a.

Go to transaction

DNO_CUST01

and select notification type

SLF1

, see screen below:

image

b.

Select in the menu

Goto -> Details

image

c.

Assign internal number range

01

in the in the Number Range field. Then press the save (!https://weblogs.sdn.sap.com/weblogs/images/26943/ABA_Save.JPG|height=18|alt=image|width=22|src=https://weblogs.sdn.sap.com/weblogs/images/26943/ABA_Save.JPG|border=0!) button, see screen below:

image

5. Assign number range for Service Desk Messages:

a.

Go to transaction

SPRO

Open the tree and navigate to SAP Solution Manager Implementation Guide –> SAP Solution Manager –> Basic Settings –> SAP Solution Manager System –> Service Desk –> Number Ranges for Notifications. Then press the execute icon (!https://weblogs.sdn.sap.com/weblogs/images/26943/ABA_Execute.JPG|height=25|alt=image|width=26|src=https://weblogs.sdn.sap.com/weblogs/images/26943/ABA_Execute.JPG|border=0!) next to

Assign number range for Service Desk Messages

.

image

b.

Select transaction type

SLFN

from the Definition of Transaction types window, see screen below for details:

image

image

c.

Choose

Goto -> Details

from the menu:

image

d.

Assign the internal number range

01

and the external number range

02

under Transaction / Activity Numbering:

image

e.

Now press the (!https://weblogs.sdn.sap.com/weblogs/images/26943/ABA_Save.JPG|height=18|alt=image|width=22|src=https://weblogs.sdn.sap.com/weblogs/images/26943/ABA_Save.JPG|border=0!)button.

6. Configuring the ABA Messages:

a.

Go to transaction

DNO_CUST01

then select notification type

SLF1

.

image

b.

Choose

Goto -> Details

from the menu:

image

c.

Check whether action profile

SLFN0001_STANDARD_DNO

is assigned, if not assign it, see below:

image

d.

Now press the (!https://weblogs.sdn.sap.com/weblogs/images/26943/ABA_Save.JPG|height=18|alt=image|width=22|src=https://weblogs.sdn.sap.com/weblogs/images/26943/ABA_Save.JPG|border=0!)button.

e.

Go to transaction

DNO_CUST04

. Select the field

NO_USER_CHECK

, see details below:

image

f.

Choose

Goto -> Details

from the menu:

image

g.

Enter

X

in Field Value.

image

h.

Now press the (!https://weblogs.sdn.sap.com/weblogs/images/26943/ABA_Save.JPG|height=18|alt=image|width=22|src=https://weblogs.sdn.sap.com/weblogs/images/26943/ABA_Save.JPG|border=0!)button.

7. Generate Business Partners:

See details in the screen below:

image

8. Create Message Processors:

a.

Go to transaction

BP

(Business Partner). From the menu, choose <b>Business Partner -> Create -> Person</b> or edit an existing Business Partner of type person.

image

b.

Choose the role

Employee

.

image

c.

Choose the

Address

tab and enter the address data for the message processor, see details below:

image

d.

Choose the

Identification

tab and go to the

Employee

data section:

image

e.

Enter the user ID of the message processor in the User field. The message processor has to have a user in the SAP Solution Manager system.

f.

Click the save icon (!https://weblogs.sdn.sap.com/weblogs/images/26943/ABA_Save.JPG|height=18|alt=image|width=22|src=https://weblogs.sdn.sap.com/weblogs/images/26943/ABA_Save.JPG|border=0!).If an error message is displayed from the program

CRM_MKTBP_ZCAL_UPDATE_30

, see SAP Note 450640.

g.

To create additional users, repeat the steps from

a

through

f

.

9. Create Organization Business Partners:

a.

In transaction

Maintain Business Partners

(transaction BP), choose Business Partner -> Create -> Organization</b>:

image

b.

Choose the role

Sold-to Party

.

image

c.

Choose the

Address

tab and enter the address data for the sold-to party, see below:

image

d.

Choose the

Sales Area Data

button.

image

e.

Choose the

Choose Sales Area…

button.

image

f.

Select

Sales Organization – Sales

image

g.

In the Sales tab, select

Sol_Customergroup

from the input help in field

Customer Group 1

.

image

h.

Click the save icon (!https://weblogs.sdn.sap.com/weblogs/images/26943/ABA_Save.JPG|height=18|alt=image|width=22|src=https://weblogs.sdn.sap.com/weblogs/images/26943/ABA_Save.JPG|border=0!).

i.

Repeat the steps to create additional sold-to parties.

10. Define Service Desk destinations in the Solution Manager System:

a.

Go to transaction

SPRO

. Open the tree and navigate to <b>SAP Solution Manager Implementation Guide -> SAP Solution Manager -> Basic Settings -> SAP Solution Manager System -> Service Desk</b>. Press the execute icon (!https://weblogs.sdn.sap.com/weblogs/images/26943/ABA_Execute.JPG|height=25|alt=image|width=26|src=https://weblogs.sdn.sap.com/weblogs/images/26943/ABA_Execute.JPG|border=0!) next to Define Service Desk Destination in the Solution Manager System.

image

b.

In view

Create Messages: Customizing

, check whether application

OSS_MSG

exists. If it exists, go to the following step, if not, continue to

c.

to create it.

c.

Press the modify button and then the

New Entries

Button next to it.

image

d.

Make the following settings for the application

OSS_MSG

:

Column 1: Application: OSS_MSG
Column 2: + : W
Column 3: RFC Destination: NONE
Column 4: + : CUST620
Column 5: + : 1.0

e.

Click the save icon (!https://weblogs.sdn.sap.com/weblogs/images/26943/ABA_Save.JPG|height=18|alt=image|width=22|src=https://weblogs.sdn.sap.com/weblogs/images/26943/ABA_Save.JPG|border=0!).

11. Schedule the background jobs in Solution Manager:

a.

Go to transaction

SM36

. For Job name enter

SOLMAN_ISSUE_STATUS_REFRESH

, Job class

C

, then press the Step (!https://weblogs.sdn.sap.com/weblogs/images/26943/ABA_Step.JPG|height=23|alt=image|width=65|src=https://weblogs.sdn.sap.com/weblogs/images/26943/ABA_Step.JPG|border=0!) button.

image

b.

  Enter the information as in the screen below, and press the save icon (!https://weblogs.sdn.sap.com/weblogs/images/26943/ABA_Save.JPG|height=18|alt=image|width=22|src=https://weblogs.sdn.sap.com/weblogs/images/26943/ABA_Save.JPG|border=0!).

image

12. Define Service Desk destination in the Satellite systems:

Note:

for this you need to log in the satellite system.

a.

Go to transaction

SM30

.

b.

In table/view field, enter BCOS_CUST. Then press the

Maintain Button

. See example below:

image

c.

Press the

Continue

button in the following screen:

image

d.

You should see the following screen, no entries should be seen in the table. Press the

New Entries

button:

image

e.

In the next screen, enter the following information:

!https://weblogs.sdn.sap.com/weblogs/images/26943/ABA_33.JPG|height=220|alt=image|width=538|src=https://weblogs.sdn.sap.com/weblogs/images/26943/ABA_33.JPG|border=0!

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25 Comments

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  1. Bernd Eckenfels
    I really wonder what all this stuff is supposed to do, and why is it needed.

    This is not really user friendly. You have my full respect that you dare to tame this beast.

    Bernd

    (0) 
  2. Anonymous
    HI
    Its really a great blog. In addition to this, I also need to send this message to SAP from CRM_DNO_MONITOR, then the message. Do I need to maintain number ranges for SLF1 ? Does the number range be same as SAP message number range ?
    What job needs to be scheduled in Solution Manager for Downloading updated messages from SAP ?

    Regards

    Please reply me at sougata_deb@yahoo.co.uk

    (0) 
  3. Sandeep Srivastava
    This guide is excellent for beginners.
    Since, the author has provided screenshots also along with the steps,it makes the configuration very easy.

    Thanks n Regards,
    Sandeep Srivastava

    (0) 
    1. Federico Babelis Post author
      Hi Craig:

      This guide is for SolMan 3.2; you may use it as reference but screen and some procedures are different for SolMan4.0.

      I will create an updated version for Solman4 soon!

      Regards,
      Federico

      (0) 
  4. Dirk Malas
    great blog, very much appreciated.

    but how do i use this service desk functionality now? i did not get it. plz help me out with that.

    kind regards,
    dirk

    (0) 
  5. Ravi Shankar P
    Hi,

    I have configured the Solman 3.2 but unable to get the System Monitoring Graphic.

    In T-CD “DSWP/SOLUTION_MANAGER” error is displaying “Profile parameter icm/host_name_full is not set correctly (see long text)”
    ihave change the profile parameter “icm_host_name_full”.

    please help me to solve the issue.

    regards

    (0) 
  6. Johan Bellardi
    Which one to use for users looging service desk calls from remote satelite systems. Some say SLF1 and other SLFN. What would you recommend?
    Thanks
    (0) 
  7. Nick Bradley
    Configuration steps are fantastic, but there  should have been few lines parallel to each screenshot which will give a chance to know what we are doing.
       Are these steps valid for Solution Manager 4.0
    (0) 
  8. Anonymous
    Hi Federico,

    Your blog on this very important topic helps one overcome the paucity of such (step by step) material from SAP. Very helpful indeed.

    I have the following queries and would be very grateful to have your early response, if possible:

    1) For Messages created from within Solution Manager’s Test Workbench, by default, the system uses SLNF & SLF1 combination automatically. Is it possible to configure SolMan so that messages created from within SolMan will go to some other Message Type – e.g. ZNLF and ZLF1. This is to see if we can distinguish between messages that come from Satellite Systems and those that come from SolMan itself, at a high level.

    2) As per common understanding, the Support Message status values (on SNLF) and ABA Notifications (SLF1) should influence each other – e.g. if a given Notification is acted upon, it should update the Service Message. It does not seem to happen – any particular reasons ?

    Many thanks,

    Srini

    (0) 
  9. Anonymous
    We have configured the service desk per this great blog.

    However, how to test it?

    Please provide the detailed procedure on testing
    the configured service desk.

    Thanks a lot!

    (0) 
  10. susin 18
    hi first of all a great heartful thanks for providing such a wonderful guidance for configuring service desk .

    but we were struck in the middle .

    we  are unable to assign the internal and external number range as 01 and 02 respectively as you have mentioned in step 5 of this blog .

    it gives  a error message as “enter a valid number range ‘

    Note : we are using solution manager 7.0

    it would be of great if you help us in getting through this

    (0) 

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