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Author's profile photo Ulrike Hormann

How to get your Cloud ALM tenant ready for Service Deliveries

Initial Situation

You have commissioned your Cloud ALM tenant. Now you want to get your Cloud ALM tenant ready for service deliveries.

Why

Once you have set up Cloud ALM for Service, information for your service deliveries from SAP is transferred to your Cloud ALM tenant. The service information is transferred as of the moment you have set up the data transfer between SAP and your Cloud ALM tenant, meaning that information related to old service deliveries is not transferred, but only information about current and upcoming service deliveries.

Even if you don’t want to work with the service information right now, it might be a good idea to already enable the data transfer between SAP and your Cloud ALM tenant. Service information is transferred as of the moment the consent for data transfer has been given. If you give consent today, information for all your support services scheduled to be delivered as of today will be transferred to your Cloud ALM tenant. Information for older services (i.e. delivered in the past) will not be transferred. By giving consent today you will be able to access service information for a wider time range once you start actively using Cloud ALM for Service.

How

Give consent for data transfer

Consent is given once per Cloud ALM tenant. Make sure that not too many users have the authorization to give or revoke consent in order to avoid ping-pong effects when giving/revoking consent.

If you have more than one tenant (e.g. a test tenant and a productive tenant), make sure that the consent has been given only for the productive tenant.

In order to give consent for data transfer, your user needs to have the Service Administrator role assigned. Once you have the authorization, do the following:

  1. In your Cloud ALM tenant, enter the Service Delivery Center in area Cloud ALM for Service:
  2. If you enter the Service Delivery Center for the very first time and no consent for data transfer has been given yet, you will immediately be brought to the following screen:
    Set the flag for consent and submit. Afterwards, you can skip the next steps and continue with the user creation.
  3. If you have been in the Service Delivery Center before, you will not get the pop-up in step 2 and you will have to access the “Administration” card. Please note that this card is only visible if your user has the Service Administrator role assigned.
  4. In the Administration screen, access the card “Data replication consent”
  5. Read through the explanation about the data transfer, mark the checkbox for consent and submit.

    You have now activated the data transfer between SAP and your Cloud ALM tenant. You can revoke the consent at any time and stop the data transfer between SAP and your Cloud ALM tenant. The consent revoking happens in the same screen as the consent granting.

 

Create users with the correct authorizations

Once you want to start using Cloud ALM for Service, your users will need to have the right authorization to access the service information. For this, we consider the following personas:

  • Services Administrator
    • This persona is authorized to:
      • execute service-specific administration tasks (includes giving consent)
      • change preparation tasks
      • create notes
      • upload attachments
      • change issues and actions
      • views service results
    • The following roles should be assigned to users fulfilling this persona:
      • Services Administrator
      • Project Administrator
  • Services Expert
    • This persona is authorized to:
      • change preparation tasks
      • create notes
      • upload attachments
      • change issues and actions
      • views service results
    • The following roles should be assigned to users fulfilling this persona:
      • Services Expert
      • Project Member
  • Services Viewer
    • This persona is authorized to:
      • display preparation tasks
      • display notes
      • display attachments
      • display issues and actions
      • views service results
    • The following roles should be assigned to users fulfilling this persona:
      • Services Viewer
      • Project Viewer

Identify which of your users fulfill which personas and assign the authorizations via the User Management in your Cloud ALM Tenant.

What

Once you have given consent for data transfer, your consent is sent to SAP and SAP will start sending the following information to your Cloud ALM tenant:

  • Service Details
    • including which service is scheduled with which scope and start date/end date
  • Preparation tasks
    • if there are tasks for you as a customer to finish before the service can be delivered
  • Notes
  • Attachments
  • Service Results
  • Issues and Actions

In addition, SAP will synchronize changes to the following service related documents from your Cloud ALM tenant back to SAP:

  • Preparation tasks
    • status changes and comments
  • Notes
    • notes that you have created and comments that you provide for notes (also for notes coming from SAP)
  • Attachments
    • documents that you upload
  • Issues and Actions
    • changes to issues and actions

Important: If you assign a task or an issue to a user, this assignment information is NOT replicated from your Cloud ALM tenant back to SAP.

Further Information

In case you want to try out Cloud ALM for Service, please check out the Cloud ALM Demo tenant.

For an overview about how to use Cloud ALM for Service, see the blog “Service Delivery with Cloud ALM“.

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