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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.

     

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