Skip to Content

Purpose

 

This document tries to be a fast read to see which are the changes in this scenario in SAP Solution Manager 7.1.

It is valid for the configuration of the following Incident Management scenarios:

  • Default or Standard scenario: You use the normal Incident Management ->aiuser 2 columns
  • Service Provider: You run an incident management for several customers  -> aisuser 3 columns, BAdI implementation AI_SDK_SP_RFC_RP is active
  • Software Partner: You develop additional SAP software and get your messages from SAP->aisuser has ISV entry

 

Overview

  • New user interface
  • New transaction types
  • Use of Assignment blocks in the new transaction types
  • How to work and search Incident Management documents
  • Support of SLFN transaction types in Solman 7.1, transition from SLFN to SMIN
  • Importance of creating your own transaction type
  • Service Providers: parameters ONE_CCC_USER_FOR_ALL_CUST and ONE_RFC_TO_SAP_FOR_ALL_CUST

 

Section 1: General information

 

 

1.1. New user interface

 

 

 

This new user interface is based on CRM Web Client UI framework.

 

As of SAP Solution Manager 7.1, completely new transaction types are available for Incident Management, these new transaction types can be created and edited using the WebClient UI interface.

 

Documents will be opened in a url with this format:

https://xxx:yyyyy/sap/bc/bsp/sap/crm_ui_start/

 

As you can see from the url above the SAP CRM Web UI,  crm_ui, is based on BSP-Applications.

 

The new user interface does not support the existing “old” transaction types like SLFN, SIVA and SISV, so you cannot open an old transaction type document in this interface, only in SAP GUI  or via the workcenter webdynpro url.

 

The old CRM functionality for CRM 5.0 is based on SAP GUI  but the new CRM 7.0 based on HTML-browser pages, the look and feel between these two versions  of CRM are completely different.

 

If you go to the transaction type and you click in Channel of a transaction type you will see that for the new transaction types the channel is “GUI CRM WebClient UI”, for the old transaction types the channel was empty,  see for example the new SMIN with the old SLFN:

 

/wp-content/uploads/2012/05/image001_98791.jpg/wp-content/uploads/2012/05/image002_98804.jpg

 

The WebClient UI interface replaces the SAPGUI transactions crmd_order and crm_dno_monitor. The Incident Management Work Center is still available in Solman 7.1.

The former SLFN based documents cannot be displayed or processed in the SAP WebClient but it can be displayed and processed in the Incident Management Work Center.

 

Note: From SP5 onwards old transaction types documents can be displayed in sm_crm, please maintain the ‘document type’ under spro point “Assign Implementation to Change Transaction Types” for these old transaction types with the same value that you can see for the equivalent new transaction type.

The old transaction type document will open in the Incident Management Work Center.

Check in “Define URLs and Parameter” spro activity for SM-IM-KU-WORKCENTER that the HTTPS flag is set according to your needs and that  “Determine Host/Port” is flagged.

 

1. 2. New transaction types

 

As of SAP Solution Manager 7.1, completely new transaction types are available for Incident Management.

 

This means that the customizing of the old transaction types will not be modified when the Solution Manager 7.0 is upgraded to Solution Manager 7.1.

 

All new functionalities and features are only available for new transaction types.

 

These are the new transaction types supplied by SAP:

– SMIN    Incident                           Incident (IT Service Management)

– SMIS     Incident ISV                     Incident ISV (IT Service Management)

– SMIT     Incident Template              Incident Template (IT Service Mgmt.)

Templates that can be created for reoccurring incidents.

– SMIV    Incident (VAR)                  Incident VAR (IT Service Management)

– SMPR   Problem

Usually, a problem is used to investigate the underlying cause of an incident.

– SMPT   Problem Template

– SMRQ  Service Request

– KNAR   Knowledge Articles

A knowledge article is a new CRM 7.0 object which enables you to create, represent and distribute knowledge within your organization. Knowledge articles can be used in the SAP WebClient and ensure a faster access to specific information via categorization and full text search.

For more information on knowledge articles:

http://help.sap.com/saphelp_crm70/helpdata/EN/dd/3d7602ec894bb9a8ed4c1fe52031de/frameset.htm

– SMRQ  Service Request

– SMRT   Service Req Template

 

 

1.3. Use of Assignment blocks in the new transaction types

 

 

When you open a new incident document the first thing that you see is that the tabs under Transactional Data, Partners, Actions, Status, etc. are being replaced by different Assignment blocks AB.

 

 

 

/wp-content/uploads/2012/05/image003_98806.jpg

Depending on the transaction type there are some AB available, like for SMIN that you can always select or not to display, see below:

 

/wp-content/uploads/2012/05/image004_98807.jpg

 

 

Initially the feeling is strange but after playing a little with the documents types you will see that all information is there, only in a different way.

For SMIN I have to remark these AB:

 

– Details:

/wp-content/uploads/2012/05/image005_98808.jpg

 

– Text:

/wp-content/uploads/2012/05/image006_98809.jpg

 

– SAP Collaboration:

/wp-content/uploads/2012/05/image007_98810.jpg

 

– Processing Log (Actions in old SLFN):

/wp-content/uploads/2012/05/image008_98811.jpg

/wp-content/uploads/2012/05/image009_98812.jpg

 

– Scheduled actions:

/wp-content/uploads/2012/05/image010_98813.jpg

 

– Service Level Agreement:

/wp-content/uploads/2012/05/image011_98814.jpg

 

– Status:

/wp-content/uploads/2012/05/image012_98815.jpg

 

– Change History:

/wp-content/uploads/2012/05/image013_98816.jpg

 

– Time Recording:

/wp-content/uploads/2012/05/image014_98817.jpg

 

– Business Partner:

/wp-content/uploads/2012/05/image015_98818.jpg

 

1.4. How to work and search Incident Management documents

 

 

For the new CRM_UI transaction types, the general recommended strategy is as follows:

 

– “Professional” message processors and administrators can work full-time in the CRM UI, they can use the IT Service Management, ITSM, for editing and for searching the created documents.

You can get this ITSM by calling /ncrm_ui from a solman 7.1 system, this will open a url like:

http://…/sap/bc/bsp/sap/crm_ui_start/default.htm

 

/wp-content/uploads/2012/05/image016_98819.jpg

 

– “End users” (also known as “Key Users”) can work full-time in the work center, where they are restricted to see only their own customer data, reported by is directly filled with the BP of the user creating the incident and the shown ibase component are limited to the ones indicated in the BP of the user. CRM UI is not designed for being used by key users.

Note: In Solman 7.1 SP05 SAP is delivering a business role SOLMANREQU for key users works in CRM UI via tcode sm_crm with a particular interface to allow key user to create incidents and service request.

 

 

For the old transaction types, existing SLFN messages, you can work and search them in the Incident Management work center. Work center will show you the old and also the new transaction types documents.

 

Note: From SP5 onwards old transaction types can be displayed in sm_crm too, please maintain the ‘document type’ under spro point “Assign Implementation to Change Transaction Types” for these old transaction types with the same value that you can see for the equivalent new transaction type.

 

You can call the workcenter via:

-/nsolman_workcenter: this will open the WC embedded in a sapgui screen

-/nsm_workcenter: this will open the WC in a Internet browser

 

If you choose an old document the URL opened will be a webdynpro url: http://xxx:yyy/sap/bc/webdynpro/sap/ags_workcenter

 

For the new document crm_ui bsp will be open: http://xxx:yyy/sap/bc/bsp/sap/crm_ui_start/

 

From the Incident Management work center you can start the WebClient UI directly, call “IT Service  Management”

 

/wp-content/uploads/2012/05/image017_98820.jpg

 

 

1. 5. Support of SLFN transaction types in Solman 7.1, transition from SLFN to SMIN

 

 

 

There is no migration from former SLFN documents to SMIN documents, as the new SAP ITSM functions are only available in the SAP WebClient with new business object types.

 

 

The former Incident Management scenario, SLFN documents, can still be used after an upgrade to the next SAP Solution Manager release. SAP recommends a transition phase.

 

 

Existing support messages (SLFN) should be processed in the Work Center or SAP GUI, until they are completed.

 

See note 1613908 Old Transaction Types in SAP Solution Manager 7.1

 

 

 

1.6 Adding new 7.1 custom transaction types to the CRM_UI

 

 

Since SP03 in solman_setup there is step copying transaction types to customer namespace, the report AI_CRM_CPY_PROCTYPE will perform everything for you, and all newly created transactions will be available in crm_ui!

See note 1493264: FAQ note for copying ChaRM transaction types (Web UI)

 

 

 

Section 2. Configuration

 

 

Please get the guide “Application Incident Management – Configuration and Upgrade Guide” Mai 2011 from service.sap.com/instguides ->SAP Components ->SAP Solution Manager-> Release 7.1 -> 6. Additional Guides

 

Just like a summary, when you finish your upgrade to solman 7.1 or the new installation you need to perform these steps:

– Run solman_setup and run System Preparation, Basis Configuration and Managed System Configuration steps

Note: In SP03, in the Basis Configuration step 5 you activate the PIECE LISTS that contains the standard customizing for the new transaction types like Incident SMIN.

 

/wp-content/uploads/2012/05/image019_98821.jpg

 

“Piece list AI_CUSTOMIZING imported”

This piece list contains the default configuration, for example Maintenance Optimizer, Service Desk or Change Request. The SAP default customizing will be copied from client 000 to your logon client and overwrite only SAP customizing. This activity has no effect on customer configuration and has to be run after each Support Patch import.

Because of this it is very VERY IMPORTANT that you copy all transaction types into your own namespace or <Z>, <Y> namespace before starting to use Incident Management, copy transaction types, copy status profiles, action profiles, etc… if not your modifications to the standard will be overwritten after the next support package import. So, when using standard customizing, you should copy all standard entries into your own namespace or <Z>, <Y> namespace. This is really important in Solman 7.1!!!

 

After each Support Patch application you have the option to use report AI_CRM_CPY_PROCTYPE “Update option” to update already copied transaction types with new shipped SAP standard configuration.

You cannot perform this activity in a production client, so you can change your client settings in scc4 temporarily or do this activation in solman development system and imported it in the next systems.

 

The following standard transaction types are delivered by SAP for Change Request Management:

  • SMCR    Request for Change
  • SMHF    Urgent Change
  • SMMJ    Normal Change
  • SMTM    Defect Correction
  • SMCG    General Change
  • SMAD    Admin Change
  • SMCT    Change Request Template

SAP strongly recommends to copy the default transaction types into the customer namespace before you start to use them productively.

As of release 7.1 you do not need to activate BC-sets for any functionality as they are replaced by the customizing piece list, for the new transaction types.

 

 

 

– Now run solman_setup and run IT Service Management for Incident & Problem Management

 

/wp-content/uploads/2012/05/image020_98822.jpg

The following screenshots were taken from a Solution Manager 7.1 SP03 system.

  1. Check Prerrequisite: you check that the Piece List activation was executed correctly
  2. Copy Transaction Type: you can trigger from here the creation of ZMIN transaction type as a copy of the SMIN transaction type. You can also copy Business Role

       It is time to check guide Business & Authorization Roles

 

__    3.   Automatic Configuration

BCOS_CUST entry is created

/wp-content/uploads/2012/05/image021_98823.png

4. Manual Configuration

 

/wp-content/uploads/2012/05/image022_98824.jpg

 

For this point I want to remark these configuration points:

 

4.2. Classify Transaction Type(s)

Choose the transaction type from the value help (transaction types in PROCESS_TYPE and PROCESS_TYPE_ADD maintained in DNO_CUST04).

Choose the type of each transaction type:

  • Default scenario: You use the normal Incident Management.
  • Service Provider: You run an incident management for several customers.
  • Software Partner: You develop additional SAP software and get your messages from SAP.
  • Business ByDesign: Your run an incident management for customers with the product SAP Busines ByDesig

 

4.3. Maintain SAP Customer number

Before running this point let me introduce two parameters in dno_cust04 that I think are really important for Service Provider scenario configuration:

ONE_CCC_USER_FOR_ALL_CUST

ONE_RFC_TO_SAP_FOR_ALL_CUST 

Parameter ONE_CCC_USER_FOR_ALL_CUST

If your SAP customer numbers is registered as a Customer Competence Center (CCC) at SAP them you should have a CCC S-user. I this is the case you can set X for this parameter in dno_cust04, but you need to ensure that you see this for the S-user SAP SMP authorizations:

/wp-content/uploads/2012/05/image023_98826.jpg

If you have a S-user of CCC type them you only need to maintain in aisuser one entry with:

– CCC customer number and this CCC S-user.

See note 1443531 Working with users that have CCC authorization

“You only need to define ones-user with CCC authorization for the CCC number.  If a customer-specific user is not found in AISUSER for a customer number, the system determines the lead CCC customer from V_AISAPCUSTNOS and uses the s-user entry that is assigned to this customer number in AISUSER for communication with the SAP back end.  If an entry is not found in AISUSER for the CCC customer number, the user from the destination is used, as is currently the case.”

Parameter ONE_RFC_TO_SAP_FOR_ALL_CUST 

If your customer number is registered as a value-added reseller (VAR) at SAP, you can select X for this parameter in dno_cust04, it means that you are activating the One rfc destination scenario, so you don´t need to create one RFC connection per customer number and you don´t need to get the password of the S-users provided per your managed customers. But still you need to get a good S-user.

Let me show you an example as most of the issue in Service Provider configuration are coming here.

You are Service Provider Cust. No. 1111

You are providing support to several installation numbers:

Cust. No. 1111:  Support provider of:

  • Inst. No. 2220 of customer number 2222
  • Inst. No. 2221 of customer number 2222
  • Inst. No. 3330 of customer number 3333
  • Inst. No. 5551 of customer number 5555

At SAP contract level you are the support provider of several installation numbers, each of them under one customer number.

So, if customer number 1111 is not having a CCC contract them you need to get the following Susers:

  • S-user for Inst. No. 2220 and 2221 of customer number 2222
  • S-user for Inst. No. 3330 of customer number 3333
  • S-user for Inst. No. 5551 of customer number 5555

 

You need that the Suser has the following authorization in SAP SMP:

  • Create Customer Messages
  • Send Customer Messages to SAP
  • Confirm Messages
  • Open Service Connections
  • Maintain System Data

Under each of these activities you can see one line called DEBITOR and the customer number.

If you see only line DEBITOR means that this Suser has authorization for all the installation numbers under this customer number.

/wp-content/uploads/2012/05/image024_98827.jpg

If you see line DEBITOR but also you see a line called INSTALL and an installation number this means that this S-user has only authorization for the indicated installation numbers not for all of the installation numbers under this customer number:

/wp-content/uploads/2012/05/image025_98828.jpg

 

Please try to get Suser with authorizations for all the installation numbers under a customer number for which you provide support services.

So, if you use the one rfc destination scenario you need to maintain in aisuser one entry per:

– solman su01user – customer number- Suser of this customer number

For the user running the step of the job REFRESH_ADMIN_DATA_FROM_SUPPORT you need to enter one entry per customer number with the corresponding S-user, following with our example:

solman_admin  2222 S-user

solman_admin 3333 S-user

solman_admin 5555 S-user

You have to assign an SAP Support Portal contact person to all Solution Manager users who communicate with the SAP Support Portal.

See note 1301032 Destination for multi-customer handling

Related tables are: V_AISAPCUSTNOS, V_AIINSNRS

See the indicated guide point “2.3 Master Data” and the documentation of this solman_setup points

Note: In solman 7.1 we need that the BP have role Contact Person too

Use report AI_SDK_USER_BP_GEN for creating the end users in the solman system, this report will create the SU01 user in solman and the corresponding BP number.

For more information, see SAP Note 1280638

5. Additional Configuration

 

/wp-content/uploads/2012/05/image026_98830.jpg/wp-content/uploads/2012/05/image027_98832.jpg

 

Now please go to SPRO and review all the points under SAP Solution Manager->Capabilities (Optional) -> Application Incident Management (Service Desk) to finish the configuration:

/wp-content/uploads/2012/05/image028_98829.jpg

 

 

Related Content

 

Related Documentation

Please get the guide “Application Incident Management – Configuration and Upgrade Guide” Mai 2011 from service.sap.com/instguides ->SAP Components ->SAP Solution Manager-> Release 7.1 -> 6. Additional Guides

 

Related Notes

Please always check note:

1567003 FAQ: ST710 Incident Management Frequently Asked

To report this post you need to login first.

14 Comments

You must be Logged on to comment or reply to a post.

  1. Alex L.

    Hello Dolores,

    a very good document!

    Could you kindly explain how to work with creation of messages for non-SAP entries within Solution Manager 7.1?

    Of great interest are  the following points:

    1) Creation/Maintenance of entries for Non-SAP systems (SMSY, IB52)

    2) Reporting for Non-SAP systems

    (0) 
  2. Darryl Michael

    Hi Dolores,

    Great summary!

    Am using the documents referred to above to configure Incident Management & Change Management [SolMan 7.1 SP04] and had a couple of specific enquiries that are not covered in the documentation:

    1. What are the steps to enable Incidents linked to a Problem to be set to status ‘Confirmed’  when the Problem status is  ‘Confirmed’ ?

    2. We have successfully activated the out-of-the-box categorization schema, and created an additional three-level schema for use in a second category block. However, though the custom schema has been activated and the second block shows on the Incident Details assignment block, we can’t get the custom schema to appear in the second category block. Have you encountered and resolved a similar issue?

    3. When trying to create system-wide templates via Service Operations in CRM_UI, the text editor is not the one depicted in the Guide but an ABAP-type screen. Are additional settings needed to bring up the template editor in the Guide?

    4. Tried to create a template for use in Support Messages using instructions in the document ‘ Create Messages Efficiently, with Personal and System Text Templates’. Reference is made there to ‘The system administrator can also create system templates with standard texts, which are available to all staff ‘…what exactly is meant by the ‘system administrator’ and how do the steps differ from what’s listed?

    Thanks.

    Darryl

    (0) 
    1. Christian Paminger

      Hi Darryl,

      could you already solve the problem 1?

      Because we also would like to use Problems, to handle Incidents in a Mass.

      We also would like to copy the “Processer” to the incidents.

      Any solutions for this?

      (0) 
  3. Dmitry Udot

    Hello, Dolores.

    I would ask you about one more new feature in SAP SM 7.1, it is “Using a Survay in Incident management”. Can you write some words about this functionality?

    In SP5 I’ve found in standard SMIN_STD action SMIN_STD_SEND_SURVEY as I suppose – it should be using for sending survays (questionnaries)., But I cant to find any documentation about this… Whould you help me?

    (0) 
    1. Dolores Correa Post author

      Hi Dmitry,

      Thre is a point in SPRO for IT Service Management-> Customer surveys where you can find the documentation.

      Hope this helps if not please let me know, best regards,

      Dolores

      (0) 
      1. Dmitry Udot

        Hello Dolores,

        I finally found the time to try surveys. But I get some difficulties with its settings. At first  I want to ask you about some kind of exaple aor how to guide.

        I’ve performed all settings describing in IMG documentation, but unfortunately my survays does’t  work.

        And it is not quite understand what report should to trigger the survay action as it has “scheduled automaticaly” in action profile and rule type “Conditions Using Business AddIn (BAdI)” and it is no mention about any report.

        Now I’ve resheduled this actions in manual way…

        But also I have another error “Mail form template not found”.

        Can you say about initial value for parameter MAIL_FORM_TEMPLATE of method SEND_SURVEY. I try to use standart smartform CRM_ACTIVITY_SURVEY_TESTING as initial value of this parameter, I also deleted this parameter form processing parameters of method (as it is optional) But resalt is the same…
        Thank you for help,
        Dmitry.


        (0) 
      2. Dev Sapbasis

        Hi Dolores,

        Its very useful document. In the above configuration used transaction type SMIN. Will you share same by using SMIV transaction type for Solman 7.1 sp04

        Best Regards,

        Devendra

        (0) 
  4. Philip Wilkins

    Hi Dolores,

    Thanks for this concise and useful document.

    We’re about to start our incident management implementation and this will be helpful.

    Best regards, Phil

    (0) 

Leave a Reply