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To setup SAP NetWeaver Portal System to create Incident in Solman below configuration required to achieve the integration of SAP NetWeaver Portal system to SOLMAN. An iView has to be created and used to send the incident to the local SAP solution Manager Service Desk.

Configure iView via Content Administrator => Portal Content and has to Maintain these Values.

     1. User ID (Solution Manager user creating  messege)

     2. Installation number of the SAP Solution Manager System

     3. DBMS short name and release

     4. Valid R/3 connection in jcoDestinations.xml in the Portal system Landscape

     5. Target SAP Solution Manager Version

EP.png

To enable this functionality follow below setup:

  1. The Workplace Plugin need to be installed on Solution Manager (See SAP Note 215609 and 177895 for new (ticket-based) Workplace Single Sign-On procedure)
  2. Portal users have a valid user ID in the target SAP Solution Manager system. This ID can be defined by user mapping
  3. The corresponding Solution Manager user must have the authorization to open support notifications (you do not need to implement one-to-one user mapping. It is also possible to map one user to a special user group)
  4. In federated portal network landscapes, the Request Support application must exist only in the producer portal. If the application exists in both the producer and consumer portals and is activated from a remote-based iView on the consumer, the local version of the application runs in the producer portal – even if that is not the version that is connected to the SAP Solution Manager back-end system.
  5. The procedure to activate the integration is described in detail in the application help for SAP NetWeaver 7.3 http://help.sap.com/saphelp_nw73ehp1/helpdata/en/f6/ac978061ac4b24a87a1f821313c4fe/frameset.htm, area SAP Net => WeaverSAP NetWeaver Portal => Portal => Managing the Portal => Supportability =>Troubleshooting =>Using Support Tools => Creating a Service Message => Setting up a Support Desk Scenario.

Please read the following Notes:

  SAP Note 641707 – iView EPSolman (Request Support), which contains the most recent information about the Request Support iView.

·         SAP Note 1254835 – System data missing with portal messages

·         SAP Note 658665 – EPSolman Request Support iView Customization

Regards,

Vinod Palli

Source: SAP

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3 Comments

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  1. Yasin BEDER

    Hi Vinod,

    Thanks for this doc, very useful,

    I would like to ask you a question, is there any way to ‘report’ or ‘follow’ the incident that was created on portal ?

    I mean, when a user creates an incident from portal, how he/she can come back and look at the status of his/her incident ? Kind of a reporting.

    Regards,

    Yasin

    (0) 
    1. Vinod B Post author

      Hi Beder,

      Regret delayed reply, You can come to solution manager to check the status of Incident or you can create a iview in the consumer portal which pull the data from Solution manager. This way you can get the report from solman to consumer portal.

      Regards,

      Vinod

      (0) 
    2. Prakhar Saxena

      Hi Yasin,

      After workcenter’s are launched we don’t need to do logon to system

      User can’t post messages via Incident Management URL and similarly can track all their incident status values …infact many customers are replacing Remdy with Solman ITSM

      Thus, it is not needed to logon to system to check what is going on ….workcenter are easy to adapt a wonderful concept by SAP.

      Regards

      Prakhar

      (0) 

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