Service Desk Configuration

[former_member183835]

A Short Note On Service Desk Configuration

Introduction

When we install Solution Manager, it will create a client eg: 001. For service desk configuration , create a new client 100 and copy the client 001 to new client.

Steps To Configure Service Desk

1. Activate      Solution manager Services

        

   TCODE      : SICF

           If the service is grayed out, activate it. And activate all the services related to service desk.

1. Activate      Solution Manager BC Sets

        

   TCODE      : SCPO20

              

2. Fetching      SAP Components

        

   TCODE      : DSWP

        

   Edit

        

          → Get SAP      Components

        

   This      will transfer all SAP components from front end to Solution Manager

        

3. Assign      Number Range For ABA Notifications

        

   TCODE:      DNO_CUST01

        

   Select      Type 'SLF1'

        

               Go To

        
   1.  

      →                Details

      Put                Internal Number Range = 01

1. Assign      Number Range For Service Desk Messages.

        

   TCODE      : SPRO

        

        → 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 next to text.

     Select Transaction Type : SLFN

          Menu

          → Goto

              → Details . Ant enter the below values.

                   Internal Number Range = 01

                   External Number Range = 02. Save it.

1.      Configuring      ABA Messages

        

        TCODE      : DNO_CUST01

•  
  •  
    •  

      •                      Select                     Notification Type : SLF1

                       

                                                          Goto

                              → Details

•  
  •  
    •  

      •                      Select                     Field NO_USER_CHECK

                            

                            Go                     to

                            

                                                      → Details

                            

                                                           Field Value                     = X  and Save it.                      

                       

                                                     Put                the Action Profile = SLFN0001_STANDARD_DNO and Save it.

1.      Generate      Business Partners

        

        TCODE      : BUSP

        

        Fill      the field values,

        

                    Client Name = Name      of client

        

                    Screen =  *

        

                    Generate all      screens = All Screens

        

2.      Create      Message Processors

        

        TCODE      : BP

        

        Menu      → Business Partner

        
   1.  
      1.  

         →                     Create                     → Partner                          

                             Address                     Tab : Enter the address

         Identification                     Tab → Employee Data → Enter USER ID and save it.                                                                 

        

        For      more users repeat the same steps.

        

3.       Create      Organizational Business Partners

        

   TCODE      : BP

        

        Menu      → Business Partner

        
   1.  
      1.  

                             →                     Create →                     Organization                      

     Choose Role : Sold-To-Party

     Address Tab : Enter the Address

          Click on 'Sales Area Data' button

               Sales Organization = Sales

     Sales Tab :Enter the value as

          Customer-Group 1 = SOL_CUSTOMERGROUP

1.      Define      the service desk definition in the solution manager system

        

        TCODE      : SPRO

        

   → SAP Solution Manager      Implementation Guide       

        
   1.  

                                                → SAP Solution Manager                 

                                →                Basic Settings                 

                                                     → SAP Solution Manager System                 

                                     →                Service Desk  . Then Press the Execute Button

     Check whether application OSS_MSG exists or not. If not create it.

     New Entries →

     Application       :      OSS_MSG

     +            :     W

     RFC Destination   :      NONE

     +             :      CUST620

1.      Schedule      Background Jobs in Solution Manager

        

        TCODE      : SM36

        

        Enter      the following values:

        

        Job      Name     :     SOLMAN_ISSUE_STATUS_REFRESH

        

        Job      Class     : C

        

        Click      on 'Step' button.

     Enter the following values in the next screen and save it.

     Name     :RBM_REFORT_BUFFER_UPDATE

     Variant     :SAP&ISSUES

     Language     :EN

1.      Define      Service Desk Definition in Satellite Systems

        

        Login      to Satellite system.

        

        TCODE      : SM30

        

        Table/View      = BCOS_CUST and      click on Maintain Button.

        

        Then      Next screen will appearwith no entries. In that screen RFC      Destination should be point to the Solution Manager Destination RFC.