Definition of General Concepts

Transcription

1 Service desk cnfiguratin guide Definitin f General Cncepts The Slutin Manager Service Desk is based n CRM 5.0. The IMG activities t cnfigure the Service Desk, service prvider, system huse and sftware partner are a STANDARD cnfiguratin. The service prvider and system huse settings are enhancements t the standard Service Desk, and their cnfiguratins are interdependent. The enhancements differ primarilly in the values f the attributes f transactin type SLFN: STANDARD SERVICE DESK = Service Desk + SERVICE PROVIDER (delta) = Service Desk fr service prvider + SYSTEMHAUS (delta) = System huse the fllwing custmer descriptins t decide which cnfiguratin t perfrm: 1. Service Desk user Yu use the Service Desk and have an SAP custmer number. Cnfigure the Service Desk (standard). Nte: Yu can be a sftware partner as well as a Service Desk user. Yu have yur wn sftware cmpnents frm yur wn prduct develpments. SAP perfrms yur first and secnd level supprt. If SAP cannt slve prblems, yu take the service messages frm SAP and perfrm third level supprt. Cnfigure the Service Desk and the sftware partner. 2. Crpratin Yu mangage several SAP custmer numbers r yu are CCC. Cnfigure the Service Desk and service prvider. Nte: Yu can be a sftware partner as well as a crpratin. Yu have yur wn sftware cmpnents frm yur wn prduct develpments. SAP perfrms yur first and secnd level supprt. If SAP cannt slve prblems, yu take the service messages frm SAP and perfrm third level supprt. Cnfigure the Service Desk and the sftware partner. 3. System huse Yu prcess yur custmers' service messages. Yu have several SAP custmer numbers. Cnfigure the Service Desk, service prvider and system huse. Nte: Yu can be a sftware partner as well as a system huse. Yu have yur wn sftware cmpnents frm yur wn prduct develpments. SAP perfrms yur first and secnd level supprt. If SAP cannt slve prblems, yu take the service messages frm SAP and perfrm third level supprt. Cnfigure the Service Desk and the sftware partner. Default Settings Basic custmizing cncepts Transactin type The transactin type SLFN determines the business cntext in which a transactin type (e.g. Service) can be used. One transactin type is the "main" transactin type, and has n hierarchical relatinship t ther transactin types. Text schema

2 The text schema is a repsitry fr text types (fr example system data) which are assigned t text bjects (CRM_ORDERH). The text schema is assigned t the transactin type. This ensures that the text types can be shwn in dcuments. Partner schema The partner schema determines which partners the business prcess invlves, fr example partner functin (sld-t party), etc. Partners are determined separately fr each partner functin. The Sld-t Party is determined by the installatin cmpnent (ibase). The Key r is determined by the user (SU01) wh created the message in the system. The Message Prcessr is determined by the user wh prcesses the message, autmatically when the message is saved. The Supprt Team is determined by the rule CRM_DNO_1, which is applied when the dcument is saved. Actin prfile The cmmunicatin between CRM service transactins and the fllwing basis message is cntrlled in bth directins by actin prfiles. Organizatinal mdel The mdel maps the functinal rganizatinal structure f the firm. Infrmatin and Cnfiguratin Prerequisites The Service Desk Online Dcumentatin (Help -> Applicatin Help) cntains a cmplete prcess and applicatin descriptin. The Master Guide in the Service Marketplace -> SAPCmpnents -> SAP Slutin Manager 4.0. cntains a detailed scenari descriptin Yu must cnfigure the basic settings befre scenari-specific cnfiguratin. When yu have made scenari-specific settings, check all standard settings in the IMG activity: Standard Service Desk: " Checklist: Standard Service Desk Cnfiguratin" Trubleshting: Standard Service Desk Cnfiguratin This infrmatin helps t analyze prblems in Standard Service Desk custmizing. The checklist checks the required settings.

3 A) Check the entire standard custmizing: Basic IMG settings, especially: 1. Business Partner 2. ibase 3. Number Range Attributes f transactin type SLFN Chse the transactin type SLFN by duble-click in the Transactin Type Definitin, and check the settings. 4. General Business transactin type: BUS Service transactin 5. Prduct Determinatin Aleways check Prduct ID: Selected 6. Prfiles Text schema: SLFN0001 Partner schema: SLFN0001 Status schema: SLFN0001 Partner functin ORG: 0001 Ordering party Deadline prfile: SLFN_HEADER Actin prfile: SLFN0001_ADVANCED 7. Transactin numbering N.rnge bject: CRM_SERVIC (service transactin CRM) N.rnge n. int.: 01 N.rnge n. ext.: 02 early n. assgnmnt is selected B) Run the custmizing check reprt in the transactin SA38 Enter the reprt name AI_SDK_CUSTOMIZING_LISTING. 8. Run the reprt. The reprt tells yu abut existing basic custmizing

4 Generate Business Partner Screen This IMG activity makes the necessary preparatins t create Business Partners. Business partners avid having t create a separate user in the SAP Slutin Manager system fr every user wh creates Service Desk Messages, Issues, r Change Requests/Dcuments. Enter the fllwing parameters in the current client: Field Name Value Client <Client in which the business partner will be created> Applicatin bject <empty> Screen * Generate all screens r nly selected screens All screens Delete Subscreen Cntainers <empty> Create Key rs This IMG activity creates a business partner type (key user) in the SAP Slutin Manager system fr users wh nly have accunts in cmpnent systems. The system reads the user data thrugh an RFC cnnectin and creates a crrespnding business partner. In particular, the Standard Service Desk and the Precnfiguratin fr Service Prviders scenaris use key users. Fr system huses, it is nt abslutely necessary t create key users at this pint, but yu shuld d s t yu have a functining test scenari. Yu can check the business partner in transactin BP. Yu can create the business partners fr the key users either autmatically r manually. Requirements T autmatically create key users Yu have created RFC destinatins frm the Slutin Manager system t the cmpnent systems. Default Settings If yu create key users with the same system user names as varius satellite systems, in the SAP Slutin Manager system, autmatically, they are nly created ONCE as business partners, with several IDs, in the Slutin Manager. Yu can create the business partners fr the key users autmatically r manually, and check them in the transactin BP (ID tab). Create Key rs Autmatically Yu can create the business partners based n the user master data frm the cnnected cmpnent systems (crssslutin and slutin-specific): 1. Chse the transactin.

5 crss-slutin (transactin BP_GEN) a) Cntinue frm item 2. slutin-specific (transactin SOLUTION_MANAGER) a) Open yur slutin in transactin SOLUTION_MANAGER. b) Chse Operatins. c) Chse Edit -> Create Business Partners. A new screen is displayed that shws the systems in the current landscape and their users. 2. T add additinal systems, chse r list -> Add system. 3. Select a system frm which yu want t create business partners. 4. Select users. Yu can select individual users r several users at a time using the Shift r Ctrl key n yur keybard. Yu can select nn-cntiguus users using the Ctrl key. Yu can filter users by date by chsing Date Selectin. Fr example, enter t display all users that were created r changed after Octber 2, Yu can maintain the number f days which are t be subtracted frm the current date, in the field BP_GEN_DAYS in the transactin DNO_CUST04. T display all users, delete all date specificatins. 5. Chse Edit -> Create Business Partner. 6. A dialg bx is displayed. 7. Cnfirm yur entries. Business partners are created fr the selected users. T get/check existing business partners: 1. Check fr ID SMD HEINZE 2. Check whether there is anther ID fr the user HEINZE 3. Is there a bp as central persn with ID HEINZE 4. search fr a bp by address 5. search fr a bp by first and last name, and R/3 user name Create Key rs Manually 8. transactin BP (Maintain Business Partners). 9. Chse Business Partner -> Create -> Persn. 10. Chse rle Business Partner (General). 11. Chse the Address tab and enter the address data fr the key user. 12. Chse the Identificatin tab and g t the Identificatin Numbers sectin. 13. Select ID type CRM001 (External System ID). 14. Specify the user in the fllwing frmat in the Identificatin Number field: 15. <System ID><space><installatin number><space><client><space><user> 16. Repeat the steps as ften as required. Repeat the steps fr every cmbinatin f system ID/installatin number/client/user ID fr the same business partner in the central SAP Slutin Manager system. This data allws the system t determine the business partner by matching the system user t the business partner data. 17. Save yur entries. Create Message Prcessr This IMG activity creates a message prcessr fr:

6 Service Desk messages Issues, Tasks und Tp Issues in Issue Management Psitins in the rganizatinal units f the rganizatin mdel in the SAP Slutin Manager system (transactin PPOMA_CRM) must be assigned t the users wh are identified as message prcessrs. This makes it pssible t t assign messages by autmatic partner determinatin. Requirements The prcessr has t have a user in the SAP Slutin Manager system (SAPNETUSID with valid S number) t be able t send messages t SAP. Default Settings Yu can create the business partners fr emplyees autmatically r manually, and check them in the transactin BP (Identificatin tab). The system creates the business partner rles Key r and Emplyee fr the lcal system (Slutin Manager) autmatically at the same time (transactin BP_GEN). The message prcessr must have the fllwing business partner rles: Business Partner (General) Prceed as described in Create Key r. Emplyee Create Emplyee Autmatically Yu can nly create emplyeess fr system users in the lcal system (Slutin Manager) autmatically. 1. T display the lcal system, chse r List -> Add System. 2. Chse the lcal system: System <Slutin Manager SID> Destinatin <NONE> 3. Chse the user. Yu can select ne r mre users with the Shift and Ctrl keys. Ctrl selects nn-cnsecutive users. Yu can filter users by date in the date selectin. Fr example, enter , t shw all users created r changed after the 2nd Octber Yu can put the number f days t be subtracted frm the current date, in the field BP_GEN_DAYS in the transactin DNO_CUST04 T shw all users, delete all dates. 4. Chse Edit -> Create Business Partner. 5. A dialg bx appears. 6. Cnfirm yur entries. Business partners are created fr the selected users. Create Emplyee Manually Prceed as fllws: 7. Chse Business Partner -> Create -> Persn, r edit an existing Business Partner f type Persn in transactin Maintain Business Partners (BP).

7 8. Chse the rle Emplyee. 9. Chse the Address tab and enter the address data fr the messageprcessr. 10. Chse the Identificatin tab and g t the Emplyee Data sectin. 11. Enter the user ID f the message prcessr in the r field. 12. Save. If an errr message frm prgram CRM_MKTBP_ZCAL_UPDATE_30 is displayed, see SAP nte Repeat the steps t create additinal users. Create the Cmpnent Systems and Assign as ibase Cmpnents T be able t use the Service Desk and Change Request scenaris in SAP Slutin Manager, yu must define the Installed Base (ibase). An ibase cmpnent has t be created fr each satellite system frm which Service Desk messages will be sent t the SAP Slutin Manager system. The ibase cmpnents fr the ibase structure SOL_MAN_DATA_REP (installatin 1) can be created and assigned either autmatically r manually. Yu can generate the IBase either slutin-specifically r crss-slutin. If yu create new systems r change existing nes in the System Landscape Maintenance (transactin SMSY), the system autmatically creates the IBase cmpnents. Make the settings under C). Requirements Yu have defined yur system landscape in the Slutin Manager System Landscape (transactin SMSY). A) Slutin-specific 1. Chse a slutin in the slutin verview. 2. Chse Edit -> Initial Data Transfer fr ibase. The IBase cmpnents are autmatically assigned t installatin SOL_MAN_DATA_REP (external ID). B) Crss-slutin 1. Chse the system(e) frm the list, and cnfirm. The data is fetched autmatically in the System Landscape Maintenance (transactin SMSY). The system creates an IBase cmpnent fr each entry. They are assigned t installatin SOL_MAN_DATA_REP (external ID) autmatically. Assign Business Partners t ibase Cmpnents Yu need t assign business partners t the new ibase cmpnents.

8 1. In transactin Change ibase (IB52), enter in field Installed Base '1' 2. Select the relevant system r system/client 3. Chse Gt -> Partner 4. Assign business partners with the fllwing functins t the new ibase cmpnent systems: Administratr Key r Sld-t Party 5. Transfer and Save. 6. Repeat these steps fr each relevant ibase cmpnent. Assign Number Range fr ABA ntificatins In this IMG activity, yu assign the internal number range fr ABA ntificatins t ntificatin type SLF1. T ensure that the ABA ntificatin and the crrespnding Slutin Manager Service Desk message have the same number, the internal number range fr the ABA ntificatin must crrespnd t the external number range f the Slutin Manager Service Desk message. 1. In transactin Change view "Message categry": Overview (DNO_CUST01), select ntificatin type SLF1. 2. Select in the menu Gt -> Details. 3. Assign the internal number range 01. Check number range fr Service Desk Message In this IMG activity, yu check the internal and external number ranges t the Service Desk. 1. Select the transactin type SLFN. 2. Chse Gt -> Details. 3. Check the internal number range 01 and the external number range 02 under Transactin / Numbering. 4. Save yur changes. Cnfigure ABA Message 1. In View "Ntificatin Type" (transactin DNO_CUST01), select ntificatin type SLF1. 2. Select Gt -> Details. 3. Check whether actin prfile SLFN0001_STANDARD_DNO is assigned, if nt assign it.

9 4. Save. 5. In View "Message Type" (transactin DNO_CUST04), select Field Name NO_USER_CHECK. 6. Chse Gt -> Details. 7. Enter 'X' in Field Value. With this, the system will nt check if the creatr f the message exists in the Slutin Manager system. 8. Save.