The following blog has been updated on December 20 2023 to explain the automatic activation of the data transfer for service data.
Initial Situation
You have commissioned your Cloud ALM tenant. Now you want to get your Cloud ALM tenant ready for service deliveries as part of a service contract such as SAP MaxAttention, SAP ActiveAttention or SAP Enterprise Support .
Why
Typically, SAP consultants deliver a service via SAP internal applications. Information required for the collaboration between SAP and the customer during the delivery of such services and the outcome of these service deliveries are shared with the customer via a data transfer into the customer’s Cloud ALM tenant.
As of December 20 2023, the data transfer is automatically activate when you commission your Cloud ALM tenant. Additionally, data transfer was activated for several Cloud ALM tenants. For details see SAP Note 3401303.
The service information is transferred as of the moment you have set up the data transfer between SAP and your Cloud ALM tenant looking back 3 months into the past, meaning that information related to service deliveries older than 3 months is not transferred automatically (but can be requested on demand).
Automatic Activation of Data Transfer.
In earlier times, this transfer of data was initially inactive when a customer commissioned a Cloud ALM tenant. It could be activated by customers via the “Consent for Data Transfer” function (opt-in scenario). This behavior will now change to an “opt-out scenario”. That means that per default, the data transfer will be active. In case customers do not want to have service information transferred into their Cloud ALM tenant, they can request to have the data transfer deactivated via an SAP incident on component SV-CLM-SD.
The change will not only affect Cloud ALM tenants that are newly commissioned, but also tenants that are already available.
Based on your situation before the switch, you can expect the following behavior in your Cloud ALM tenant:
- You have given consent for data transfer before the switch.
- Nothing changes for you.
- You had given consent and have revoked that consent for data transfer before the switch.
- Nothing changes for you. On the day of the switch the data transfer will NOT be activated.
- You have not given consent for data transfer before the day of the switch.
- If you are a SAP MaxAttention or SAP ActiveAttention customer, depending on the information provided by your Technical Quality Manager (TQM) the data transfer might be activated or remain inactive. Check with your TQM whether an exemption for your tenant has already been submitted. When in doubt, open an SAP incident on component SV-CLM-SD to request the data transfer to remain inactive.
If there is no exemption and you have not requested the data transfer to remain inactive, on the day of the switch the data transfer will be activated.
- For all other customers, on the day of the switch the data transfer for your Cloud ALM tenant will be activated. If you don’t want the data transfer to be activated, open an SAP incident on component SV-CLM-SD to request the data transfer to remain inactive.
For details, also see SAP Note 3401303.
Maintain tenant mapping
Services are always requested and delivered for a specific customer number. The data transfer for service data is using this customer number to determine which customer Cloud ALM tenant should receive the service information. Customers with several customer numbers can maintain a tenant mapping to determine into which Cloud ALM tenant the service information for each of their customer numbers should be transferred. Via this tenant mapping services delivered for instance for customer number A can end up in a Cloud ALM tenant set up for customer number B. For details on the tenant mapping function, see https://blogs.sap.com/2023/02/21/transfer-of-service-data-for-customer-entitled-to-several-sap-cloud...
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 (included tenant mapping)
- 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
- This persona is authorized to:
- 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
- This persona is authorized to:
- 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
- This persona is authorized to:
What
With the data replication active, the following information will be sent from SAP 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".
For details about the data transfer for Cloud ALM for Service, see the blog "Data Transfer for Cloud ALM for Service".
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