Service Desk Implementation Guide PART I
This Weblog will be the part I is an HowTo implement the Service Desk Scenario of Solution Manager.
Rule of thumbs & context
Implement the Service Desk scenario in solution Manager 4.0 (SPS13).
Solution Manager should be connected to a third party software handle by a service partner (B** RE****).
Implement a support organization in between the end users and the support partner. This organization will be the Solution manager support org, and will include all the first level message processors.
The support organization will have the following structure:
- First Level support = In solution Manager and handled by internal support team.
- Second level support = Handled by external support team => need the Third party Interface implementation of the Service Desk scenario.
Furthermore, I need to implement some specific needs:
- Adapting the action profile to my needs (Only few actions necessary…)
- Adding two new informations in the Service Desk message: Impact & severity. Those two new fields need to be implemented as they are required by my external partner SLA and they will be added through the EEWB.
- Adapting some standard value like Subject, Priority, Category, etc…
This blog will separated in two parts:
PART I: The Service Desk scenario customizing.
PART II: The implementation of all the specific needs and the third party interface.
User topology and message processor determination rule:
End users (message creators) are divided into 3 activity groups. Each activity groups will have a dedicated support team composed by one support message processors. The determination process of the support team should be based on the end user activity group.
Each end user should be able to create support message into the satellite systems (ERP, SRM and BI…)
I will not describe here the standard Solution Manager Basis Implementation. I will try to keep focus on Service Desk scenario, so I will suppose I have a solution Manager configured with all the necessary data (System definition, Landscape Components, RFC destinations etc…).
Suppose I Have a Solution named SOL_SUPPORT which contain all the necessary Systems. This solution will be of use as a base foundation to all the project.
Standard Service Desk Implementation
Define Service Desk Destination in the Satellite Systems
To be able to create messages from all the satellite systems included in the solution. We have to customize them. On each satellite systems, go to transaction SM30, select the view BCOS_CUST and enter the following values:
- Appl: OSS_MSG
- +: W
- Dest. : <Enter the RFC destination BACK defined by the SMSY>
- +: CUST620
- +: 1.0
The RFC Destination, should be the one created in SMSY as the Back destination.
If you want to create message directly in solution manager, do the same in Solution manager, but replace the Dest. With NONE (as it is himself that receive the messages).
Standard BC Sets Activations
As mentioned in the IMG, I first need to implement the standard customizing published by SAP through standard BC sets (This is related to sap note #898614).
Step 1: Activate SOLMAN40_SDESK_BASICFUNC_000 BC Set.
Select the SOLMAN40_SDESK_BASICFUNC_000 BC set and Click on Activate
The system should then ask you for a Customizing Request. Fill as your need.
Then you should have the following Dialog Box:
Be sure to select the Expert & Overwrite all data Options (as described in the sap Note).
Repeat this step with the following BC Sets:
In the 000 client of your Solution Manager, create a new transport request (with the transaction SE09) Unpack the file Piecelist_Service_Desk_Init.zip from the attachment to the note. Copy the contents of the file Piecelist_Service_Desk_Initial.txt to the transport request.
Use transaction SCC1 to import the transport request to your Solution Manager client.
Now we have a solution manager with all the basic customizing for the Service Desk Scenario. This basic customizing implements a transaction type named SLFN, which encapsulates a notification message SLF1.
In the following activities we will try to adapt the customizing to our needs by doing those actions:
- Correcting the External number range of the transaction Type SLFN.
- Activating the Partner/organisation integration
- Generation Business Partner Screens
- Implement SAP Note #450640 to be able to create business partner
- Creating a new relationship category for our users.
- Creating a new access sequence for the Support Team Determination.
- Adapting the Partner determination Schema.
Correct the External number range of the transaction Type SLFN.
It seems that in my system there is some missing customizing. I don’t have the interval 02 for the CRM_SERVICE object.
To solve that go to transaction SNUM. Select the Object CRM_SERVIC and click on Number Ranges (F7) and then click on Change Intervals.
Check if you have an interval number 02. If not create a new interval numbered 02 (for example 9000000000 to 9999999999) with the External Number Range Box flagged.
And save. That’s it.
Activate the Partner/organisation integration
Before starting the organisation modelling in solution manager, we need to be sure that the organisation/partner integration is activated. If it’s activated then each time we will create a structure in the organisation model we will have a business partner created.
Go to the following IMG path: Customer Relationship Management -> Master Data -> Business Partner -> Integration Business Partner-Organization Management -> Set Up Integration with Organizational Management.
Find the entries starting with HRALX. You should have those entries:
- HRLAX – HRAC with the value ‘X’, if you don’t create this entry in the table and Save.
- HRLAX-OBPON with the value ‘ON’, if you don’t create this entry in the table and Save.
That’s all for this activity.
Generation Business Partner Screens
This IMG activity makes the necessary preparations to create Business Partners.
IMG Path: SAP Solution Manager Implementation Guide -> SAP Solution Manager -> Configuration -> Basic Settings -> Standard Configuration of Basic Settings -> Solution Manager -> Business Partner -> Generate Business Partner Screen. (Transaction BUSP).
Enter the following parameters (as mentioned in the IMG documentation):
- Client : <client in which the business partner should be created>
- Application Object : <empty>
- Screen: *
- Generate all screens or only selected screens: All Screens
- Delete Subscreen Containers: <empty>.
And execute the report.
Implement SAP Note #450640 to be able to create business partner
Before being able to create any business partner a report should be started. That’s exactly what this sap notes says. So let’s go implementing it…..
Go to SA38 and select report name: CRM_MKTBP_ZCACL_UPDATE_30. Execute it with the TEST Mode box unflagged.
That’s all for this…
Create a new relationship category for our users.
Before starting the creation of the business partner in Solution manager, we are going to start implementing the support team determination. In fact in this activity we will just create a new Business Partner Relationship category.
This relationship will be the link on which we will base our Support team Determination. The SAP standard behaviour of the Service Desk is to base the determination onto the SAP component involved in the message. In our example we only want to have a routing of the message based on the membership of a user in a n activity group.
To be sure to not interfere with other standard customizing, we will create this relationship based on the standard “CRMH00: Undefined Relationship” relationship.
The relationship will be: Has the activity group of/Is part of the activity group.
Go to transaction BUBA.
Select the entry CRMH00: Undefined relationship. Click on Copy.
Rename the CRMH00 to anything you want (beware of the Customer Namespace) let say : ZCRMH0
In the General Data, fill like this :
- From BP1’s View: Has the activity group.
- From BP2’s View: is part of the activity group
And Save and confirm the copy all…
Now we have a new relationship category. We will now add this relationship to the Support Team Partner Function. This should fulfill our needs.
Go to the following IMG Path: SAP Solution Manager Implementation Guide -> SAP Solution Manager -> Configuration -> Scenario Specific Settings ->Service Desk -> Partner Determination Procedure -> Define Partner Function
Find the Partner Function “SLFN0003: Support Team”. In the field Relationship Category, select the newly created Relationship category.
Save your entry.
That’s it. We will see later how this works in details and how to make it work with the business partner creation.
Create a new access sequence for the Support Team Determination.
Now that we have a relationship category created and assigned to the good Partner function, we will create a new Access sequence that will permits the system to get the corresponding partner.
Go to the following IMG Path: SAP Solution Manager Implementation Guide -> SAP Solution Manager -> Configuration -> Scenario Specific Settings ->Service Desk -> Partner Determination Procedure -> Define Access Sequence.
Click on New Entries.
Define a Access sequence with the name/description: Z001/NEW BP Relationship Activity group. Save it.
Create an new Individual Access with the following value:
- Batch Seq: 10
- Dialog Seq : 10
- Source : Business Partner Relationship.
- Detail on the source:
- o Partner Function : Reported By (CRM)
- o Flag The Mapping/definition for partner being Searched Box.
- o PartFunct in Source: Support Team (CRM).
This Access Sequence will give us the Partner which has the relationship assigned to the Support Team in the Reported By partner data.
That’s exactly what we need.
Adapt the Partner determination Schema.
To finish the Support Team Determination customizing, we now need to adapt the Business Partner Procedure.
Go to the following IMG Path: SAP Solution Manager Implementation Guide -> SAP Solution Manager -> Configuration -> Scenario Specific Settings ->Service Desk -> Partner Determination Procedure -> Define Partner Determination Procedure.
You have two options: Adapt the standard Procedure (SLFN0001) or create a new one by copying the standard one.
In this example I will adapt the standard (but feel free to create yours, in this case you will also to create your own Transaction Type by a copy of SLFN…).
Select the line starting with SLFN0001. Double Click on Partner Function in Procedure. Select the Partner Function “Support Team”, and click Details.
In the detail view only change the Partner Determination/access Sequence to the one we’ve just created. Save your entry.
Create the root organizational Model
Go to the following IMG Path: SAP Solution Manager Implementation Guide -> SAP Solution Manager -> Configuration -> Scenario Specific Settings ->Service Desk -> Create a Root Unit for Your Organizational Structure.
Enter the validity Period. Give a Name and a description (for example: COMP1/My company).
Enter the necessary data in the address tab (City and Country). In the Function Tab, Select Service and Service Organization. In the Attributes Tabs, check for the attribute maintenance Scenario: Service that you have a value in the attribute Country. Be aware that the basic organizational determination process is based on the Country value. This means that all of your business partners should have the same value in this attribute. If you have more than one country then you should create several organizations.
Save it. Quit the transaction. Go again in the same transaction, once you have created the root organization, you should see it the screen. Furthermore, you should see a Business partner number on the root line. (Note the Number ID, this should serve us to check it in the next activity). For our example : BP number 100.
Create the Support Team Organization.
Go to the following IMG Path: SAP Solution Manager Implementation Guide -> SAP Solution Manager -> Configuration -> Scenario Specific Settings ->Service Desk -> Create Organizational Objects in the Organizational Structure. (PPOMA_CRM).
Now we will add the structure of our organization.
We will create three new organizations assigned at the first level of the previously created organization:
- Supp_Team1 / Support Team 1
- Supp_Team2 / Support Team 2
- Supp_Team3 / Support Team 3
Do the same checks as before (address and attributes) and save them.
You should see something like that :
For our example we will use the following values:
- Supp_Team1 / Support Team 1 => BP #101
- Supp_Team2 / Support Team 2 => BP #102
- Supp_Team3 / Support Team 3 => BP #103
Create the Business Partners.
In this activity we will see how to create the different types of business partner needed to implement the scenario.
First we will have three types of business partners:
- Key users : this will represents our end users
- Message Processor : this will represents the members of our support teams
- Organizational Business Partner : this will represents the business partner assigned to the Organizational model.
The first two types could be created manually or automatically. If you choose to create them automatically, the best way to do so, is to do it based on a solution. The system will automatically create the corresponding business partner from the user base of the satellite system.
First we will create the Key users.
Key users will be the representation of our end users. They should be created in solution manager as General Business Partner. You should give them an address (beware of the Country, see previous note), and an identification.
Go to transaction BP. Create New Person, select Role: Business Partner (Gen.)
Concerning the identification it is quite simple: Click on the Identification tab, and enter a line in the Identifications Numbers formatted as followed:
- IDType : CRM001
- Identification Number : <SID> <Install Number> <Client> <Username>
For example : if you have a key user named USER1 in a client 100 of a satellite system which SID is ER1, and which install number is 123456789, then the Identification Number is “ER1 123456789 100 USER1”. Simple not ?
Create as much key users as you need… in our example we will have three users (USER1, USER2 and USER3) with the following #:
- USER1 => BP #104
- USER2 => BP #105
- USER3 => BP #106
Then we will create Message Processor.
Message processors will represent the members of our support team. These are the business partner that will handle the messages in Solution Manager. They should be created firstly as users in the corresponding client of Solution Manager.
As business partner they will have the “Employee” Role.
Go to transaction BP. Create New Person, Select Role: “Employee”.
As an Employee Business Partner, the Identification tab is quite different than before. There you should enter the Username in the Employee Data/User Name.
For example: if the username is PROC1, then enter PROC1 in the field User Name…
Concerning the last Type of Business Partner, we only have to make some checks, as they should have been created through the Organizational model.
Check that the business Partner corresponding to the root organization have the role “Sold-to-party”. If not modify it as such. (Beware of the address).
Check that the others Organizational BPs have the same country in their main address tab. In our example we will have only three Messages Processors
- PROC1 => BP #107
- PROC2 => BP #108
- PROC3 => BP #109
Assign the business partner (Message Processor) to the previously created support teams.
Go to the transaction (PPOMA_CRM).
Select the Support Team1 and click on Create. Select Position Call it “MPROC_T1/Message Processors for Team 1”.
Do the same with the others Support Team 2 & 3 and create two other positions “MPROC_T2/Message Processors for Team 2” & “MPROC_T3/Message Processors for Team 3”.
Now select the position MPROC_T1/Message Processors for Team 1 and click Assign, choose Owner/Business Partner, find and select the BP #107.
Validate and Save.
Do the same with the two other Support Teams. You should have only one message processor by support team with the following assignment:
- Support Team1 => BP #107
- Support Team2 => BP #108
- Support Team3 => BP #109
Save and quit the transaction
Create the iBase.
IMG Path: SAP Solution Manager Implementation Guide -> SAP Solution Manager -> Configuration -> Basic Settings -> Standard Configuration of Basic Settings -> Solution Manager -> iBase -> Initially Create and Assign the Component Systems as iBase Components.
For some functions, such as Service Desk, the system landscape must be defined as installation (iBase). An IBase component is created in the installation for each system in the installation. An iBase contains general data and components (e.g. products, texts, etc.) (Everyone should know that Solution Manager is CRM 5.0 system J).
So we are going to create the iBase (Installed Base) from the corresponding solution. You can also create it from scratch, but in this example, we will use a pre-configured solution which contains all the satellite systems involved in the support.
Solution Manager provides us an automatic way to create the iBase from the solution.
Go to transaction SOLUTION_MANAGER, select the solution and go to menu Edit -> Initial Data Transfer for iBase. Automatically an iBase component is created for each system installation number.
Assign Business Partner to iBase Components.
IMG Path: SAP Solution Manager Implementation Guide -> SAP Solution Manager -> Configuration -> Basic Settings -> Standard Configuration of Basic Settings -> Solution Manager -> iBase -> Assign Business Partners to iBase Components.
To be able to assign automatically some type of partner to the message transaction, we have to assign those partners directly to the iBase Component. In my example, I will only assign a partner to the root component, as this all the subsequent components will have the same partner assignment. The only partner function assigned will be the Sold-to-Party who correspond to the root organizational Model. This is a bit confusing to name it Sold-to party but, keep in mind that Solution Manager is a CRM system…
In my system there is a kind of Bug: the IMG documentation tells us to assign three types of business partner to iBase Components: Key Users, Administrator and Sold-To-Party.
But in my system it is not possible to have the Administrator and the Key Users selected. This is due to a missing customizing in the partner determination procedure for the iBase. In our example we are only assigning the sold-to-party, but if you want to correct this missing customizing, you will find a solution at the end of this chapter.
Go to transaction ib52, select the iBase you have just created. Select the root component (for example SAP Systems) and assign the partner through the menu Goto->Partner. Select the function Sold-to-Party and assign the partner number.
If you want to be able to assign the System Administrator: Go to the IMG: SAP Solution Manager Implementation Guide -> Customer Relationship Management -> Basic Function -> Partner Processing -> Define Partner Determination Procedure.
Select the entry “00000032 Installed Base/IBase” and double click on Partner Functions in Procedure.
Then copy the Entry “Contact Person (CRM)” to a new entry with the partner Function “System Administrator (CRM)” , save it.
Go back to transaction IB52, select a component, and Goto -> Partner, you should be able now to assign the partner Function “System Administrator”.
Assign the SAP Standard Role to users.
Check that all the users in satellite systems the corresponding authorizations to create customer messages. Also assign to message processor the standard SAP profile:
Message Creator should have the role : SAP_SUPPDESK_PROCESS.
Define transaction variants for the messages processor
Go to the following IMG Path: SAP Solution Manager Implementation Guide -> SAP Solution Manager -> Configuration -> Scenario Specific Settings ->Service Desk -> General Settings -> Specify User Selection Variant.
Here we will create variants for the central message processing transaction: CRM_DNO_MONITOR. Those variants will be assigned to our message processor, so they will have direct access to their dedicated messages.
In my example I will create One Variant per Message Processor. This variant will only display the messages from their Support Team. This variant will be named “My Team Messages”.
Launch the IMG Activity and select “Transaction Monitor”. Flag the “My Team(s)” box, select the radio button All for the messages status and Goto -> Variants -> Save As Variant.
Give the variant a name and a description, for example: MY_TEAM_MSG / My team’s messages, and save it.
Leave the transaction and Select “Role Maintenance” (PFCG).
Enter a role name: Z_MSG_PROCESSOR and choose single role. Give it a description: Message Processor Role and save it. Go to the Menu Tab and choose Add Report, select the report type: ABAP Report, and in Report enter CRM_DNO_SERVICE_MONITOR, enter the previously created variant: MY_TEAM_MSG, flag the Skip initial Screen box and flag the SAPGUI for Windows. Validate and enter the Package, and save the role. Go to the User tab, enter the users corresponding to your message processors (PROC1, PROC2 & PROC3), Click on User Comparison and Complete Comparison, confirm the dialog box and leave the transaction.
You should then have a newly transaction created, check in SE93 that you have it, it should start with Y and have the same description as the variant. Display this transaction and check the values at the bottom of the screen in the subscreen Default Values, you should have the following parameters:
- D_SREPOVARI-REPORT = CRM_DNO_SERVICE_MONITOR
- D_SREPOVARI-VARIANT = MY_TEAM_MSG
- D_SREPOVARI-NOSELSCRN = X
And also all the user should have the correct role.
The user’s menu should be something like that :
Test the configuration implemented:
Here is a little test to see if everything’s fine concerning the process of message creation and message handling.
Log on to a satellite system with one of the users (USER1, USER2 or USER3).
Go to any transactions, and launch the message creation through the menu Help->Create Support Message.
Enter a Short Text, a priority and a long text. Save it. The system should answer you the message number created in solution manager.
Now log on to solution manager with one the message processor user. You should see its particular menu (comes from the role assigned earlier).
Pay attention to one thing, as we have assign each user to a particular support team, if you want to see the message you should connect to solution manager with the correct message processor.
User1 belongs to Supp_team1 which include PROC1, etc…
Select a transaction: for example: “My Team’s Messages”.
Then you should see the newly created message, select the message (double click it). You should have the following partner assignments:
- Sold-to-Party : BP #100
- Reported By: BP #104
- Support Team: BP #101
We have the Scenario Service Desk working in our solution Manager, with a specific partner determination… This was not so difficult. In the Next Part, we will try to implement the specific needs and the Third Party Interface.