SAP Solution Manager. Installation Guide

Transcription

1 SAP Solution Manager Installation Guide Implementation Overview...2 SAP Solution Manager System Infrastructure...2 Technical Requirements for the central SAP Solution Manager system...3 Installation Options...3 Recommendations for the central SAP Solution Manager installation...4 Upgrade options...5 Technical Requirements for the connected satellite systems...5 Hardware Requirements...6 Technical Installation Manual...7 Definition and Installation of System Infrastructure...7 System Dependent Installation Tasks...10 Install the SAP Solution Manager (SAP Note ) Set up Transaction SDCC for data transfer...13 Setup SAP Support Desk...15 System dependent installation procedures...15 Installation Details for Additional Support Desk Components...24 SAP Note Assistant:...24 Microsoft NetMeeting...26 Getting started with the SAP Solution Manager...28 Start your Solution Management...28 Operations Section...29 Solution Monitoring...29 Support Section...30 Licensing Agreement...31 SAP Solution Manager...31 Further Information...33

2 2 Implementation Overview Within this section we give a short overview of the technical infrastructure and what has to be considered when implementing the SAP Solution Manager. SAP Solution Manager System Infrastructure The SAP Solution Manager is designed to run in a central monitoring system at the customer site where all other SAP systems and mysap solutions (satellite systems) are connected: The entire Solution Landscape can be documented ( living document ) in a central system (in fact several Solution Landscapes can be managed) SAP and Non-SAP Systems can be modeled All core business processes can be graphically assigned to all available productive systems in a solution landscape All connected SAP systems can be monitored by the central SAP Solution Manager system Satellite systems submit data via RFC / agents into the central system The system with the SAP Solution Manager installed has a connection to SAPNet R/3 Frontend and the SAP Service Marketplace to communicate with SAP Support Back Office Customer Solution Landscape Customer Satellite SAP R/3 Systems and mysap Solutions (SAP Release 3.1I or higher) P01 T01 central monitoring system Solution Manager RFC Connection SAPNet R/3 Frontend Q01 RFC data transfer WAS 6.10 Internet Connection SAP Service Marketplace BW1 AP1 Figure 1 Solution Landscape with the central SAP SAP Web Application Server 6.10 monitoring system

3 3 Technical Requirements for the central SAP Solution Manager system The SAP Solution Manager is a technical add-on that can be installed on one of the following platforms: o SAP Web Application Server (SAP Web AS) 6.10 or higher o SAP R/3 4.6C o mysap Workplace 2.11 If the SAP Solution Manager should be used within a web browser it needs to have connected an SAP Internet Transaction Server (SAP ITS) 4.6D with the latest patch level, too. To access the SAP Solution Manager through a Web browser, Netscape Navigator 4.7 or higher or Microsoft Internet Explorer 5.0 / 5.01 is needed. To access the SAP Solution Manager through the SAP GUI for Windows, a minimum basis Release 4.6D version of the SAP GUI for Windows is necessary. For general information on the SAP GUI, see SAP Note o 6.10 version: the OCX is included in the newest SAP GUI installation o 4.6D version: you have to install a graphical OCX on all relevant front-ends For the generation of Service Session reports and the upload of questionnaires with the SAP Solution Manager, Microsoft Office 2000, Service Pack 1, (additional) language "English" has to be installed. Installation Options The SAP Solution Manager delivers the same functionality based on a SAP R/3 4.6C installation as on a mysap Workplace 2.11 or Web Application Server. The only difference is the Support Desk application to set-up an internal SAP Support organization (customer internal message handling) and the release dependencies of the monitored satellite systems: SAP SAP Web Application Server (SAP Web AS): The SAP Web Application Server installation of the SAP Solution Manager includes a basic Support Desk application that can be used to create support notifications, send them to SAP and receive an answer. It is not meant to be a complete Support Desk instrument. Advanced features like Solution Database and Workflow are not covered. This means on the other hand that it does not require additional customizing and is fairly easy to use. With the SAP Web Application Server all satellite systems from 6.10 down to release 3.1I can be monitored. mysap Workplace 2.11: The mysap Workplace 2.11 installation corresponds exactly to the one on the SAP Web Application Server except of the releases to be monitored. The SAP Solution Manager includes a basic Support Desk application that can be used to create support notifications, send them to SAP and receive an answer. It is not meant to be a complete Support Desk instrument. Advanced features like Solution

4 4 Database and Workflow are not covered. This means that it does not require additional customizing and it is fairly easy to use. With the mysap Workplace 2.11 all satellite systems from 4.6x down to release 3.1I can be monitored. SAP R/3 4.6C System: The 4.6C installation of the SAP Solution Manager supplies a very powerful Support Desk application for advanced message processing including features like Workflow, Solution Database, integration into standard R/3 components and so on. However, this also means that the application is more complex to use and additional customizing and training for the users has to take place. The functionality to send messages to SAP and receive regular status updates and answers is a standard part of both versions of the Support Desk. With the SAP R/3 4.6C System all satellite systems from 4.6x down to release 3.1I can be monitored. Recommendations for the central SAP Solution Manager installation The SAP Solution Manager serves as a platform that includes several features in one application. The strength of the SAP Solution Manager is the strong integration into the mysap.com Solution and the optimal knowledge transfer SAP-Partner-Customer including central monitoring features, mainly focusing on core business processes. However, additional features and tools (Support Desk, SAP Note Assistant, MS NetMeeting, ) that are integrated in the SAP Solution Manager, also play important roles within a customer s solution management. It is important to understand that it is not necessary or useful to always have all integrated SAP Solution Manager components installed on one system. For example it is possible to install the SAP Solution Manager on one system and connect to another System where the Support Desk is installed. The SAP Solution Manager then only serves as a portal to jump to the included Support Desk system without notice. If the customer s main focus is the management of core business processes through service roadmaps and monitoring via SAP EarlyWatch Alert, Service Level Management (reporting) and so on, SAP recommends the SAP Web Application Server as the best choice for the SAP Solution Manager installation as it is also the platform for the SAP Solution Architect and has fairly small hardware requirements. However, if a mysap Workplace 2.11 is already part of the customer s solution the SAP Solution Manager can be installed on that central platform. The monitoring then is only possible for systems and releases lower than SAP Web Application Server 6.x. To achieve full Support Desk functionality it is now possible to link to another SAP R/3 4.6C System where the Support Desk has to be configured. The 4.6C installation of the SAP Solution Manager can also monitor all systems from 4.6x down to 3.1I. If the customer s main focus is advanced message processing with the Support Desk and it should be installed together with the other SAP Solution Manager components in one system, a 4.6C installation might be the right choice. Note: To monitor SAP Web Application Server 6.x systems, the SAP Solution Manager has to be installed on a SAP Web Application Server (SAP Web AS) This is due to new kernel development where data transfer from 6.x to 4.6x is not possible!

5 5 Upgrade options SAP offers a migration tool (report) to transport the SAP Solution Manager including solution landscapes and service reports from one system to the other, independent of the SAP System release. This report is called "RDSWPMOVE" and can be called e.g. via the ABAP Editor (transaction "SE38"). It can be used in two scenarios: Move the whole SAP Solution Manager from a test system to a productive system on the same SAP release (Example 4.6C to 4.6C) Move the whole SAP Solution Manager from one system platform to another with a different SAP release (Example mysap Workplace 2.11 to SAP Web AS 6.10) This does not include settings and data of the Support Desk application (notifications, customizing settings). Besides this SAP Solution Manager specific migration tool, SAP will offer upgrade paths from SAP R/3 4.6C Support Desk to mysap CRM and from 4.6D Basis (mysap Workplace 2.11) to 6.10 SAP Web AS. Technical Requirements for the connected satellite systems The SAP Solution Manager monitors the entire mysap.com Solution by using data, transferred from the satellite systems to the SAP Solution Manager via transaction SDCC (Service Data Control Center). Therefore: The transaction SDCC has to be upgraded to at least version 2.3. You can check this by executing report RTCCTOOL on all satellite systems the report s output shows what notes have to be implemented. In general, SAP Note explains all necessary steps. RFC connections have to be created in the satellite systems that point to the central SAP Solution Manager system Current Basis / ABA support package level have to be ensured on the satellite systems according SAP Note , if the customer wants to enable users on the satellite systems to send problem messages to the central SAP Solution Manager system. Checklist for Technical Requirements Has the SAP Web Application Server 6.x, the SAP R/3 4.6C system, or the mysap Workplace 2.11 been installed and set-up as the central SAP Solution Manager system? If the SAP Solution Manager should also be used within a Web browser, has the Internet Transaction Server been set-up and updated to the current patch level? Have the Basis / ABA Support Packages up to number 25 (SAP R/3 4.6C), number 14 (mysap Workplace 2.11) or number 06 (Web Application Server) been imported on the central system? Have the relevant frontend PCs been equipped with a Web browser (Netscape Navigator >=4.7 or Microsoft Internet Explorer >=5.0 / 5.01) and SAP GUI for Windows (Release 4.6D or higher)? Is the current version of transaction SDCC (version 2.3 or higher) imported on all satellite systems and the central SAP Solution Manager system?

6 6 Has Microsoft Office 2000, Service Pack 1 (English) been installed on the frontend PCs of the employees using the SAP Solution Manager? Has the standard remote connection to SAP been configured and tested? Has the Internet connection been configured and tested? Hardware Requirements To check the individual sizing requirements for the SAP Web Application Server (SAP Web AS) 6.10, the SAP R/3 4.6C system or mysap Workplace 2.11, please use the SAP Quicksizer on the SAP Service Marketplace: To use it, you only need your SAPNet R/3 Frontend access number: After entering the required data, enter the number of users you plan to have using the SAP Solution Manager and choose Results. Optionally, you can forward this data to an SAP hardware partner to get a specific offer. When you are sizing a SAP R/3 4.6C system, you can refer to the CS (Customer Service) Application to get a sizing proposal for your Support Desk activities. Your actual hardware requirements depend heavily on the workload from other components (for example, business processes) running on the same server. You may have to increase the size of the database to meet the requirements of higher message handling activities. The impact of the SAP Solution Manager itself is relatively small. So you do not have to adjust the standard sizing proposal for the 4.6C system, the mysap Workplace 2.11, or the Web Application Server. Sizing Proposal for a SAP Web AS 6.10 only used for SAP Solution Manager: One central server with 1 CPU and 1 GB of main memory together with 50 GB hard disk space (standard sizing) One central server with 2 CPUs, 1 GB of main memory, and 50 GB of available hard disk space (high-end sizing) Sizing Proposal for a SAP R/3 4.6C system only used for SAP Solution Manager: One central server with 2 CPUs and 1 GB of main memory together with 50 GB hard disk space (standard sizing) One central server with 2 CPUs and 2 GB of main memory together with 50 GB hard disk space (high-end sizing) Sizing Proposal for a mysap Workplace 2.11 system only used for SAP Solution Manager: One central server with 1 CPU and 1 GB of main memory together with 50 GB hard disk space (standard sizing) One central server with 2 CPUs, 1 GB of main memory, and 50 GB of available hard disk space (high-end sizing) You may need additional hard disk space for storing high numbers of Service Session reports when you want to keep a complete history of all reports. As a rule of thumb, the required disk space in the central SAP Solution Manager system grows at a rate of 1MB per connected satellite system per week.

7 7 Technical Installation Manual Definition and Installation of System Infrastructure The SAP Solution Manager is embedded in the entire solution landscape and system infrastructure. Installed on a central system the SAP Solution Manager receives (regularly or triggered by events) data from all connected satellite systems. All SAP Systems under official SAP maintenance (i.e. currently all SAP releases as of 3.1I) can serve as a satellite system (see restrictions of different platforms above). The central SAP Solution Manager application can run as a technical add-on in a SAP R/3 4.6C, a mysap Workplace 2.11 system with an underlying 4.6D R/3 basis system or a SAP Web Application Server The only functional difference is the built-in Support Desk functionality for Support Notification handling and that satellite systems from SAP Web Application Server (SAP Web AS) 6.x on can only be monitored from the SAP Solution Manager on a SAP Web AS 6.10: Basic Support Desk functionality (ready to run) in a mysap Workplace / 6.10 SAP Web AS Advanced Support Desk functionality in a 4.6C application system Monitoring of SAP Web Application Server (SAP Web AS) 6.10 >> Installation of SAP Solution Manager on SAP Web AS 6.10 It is recommended that you install the SAP Solution Manager on its own separate, dedicated server. This will preclude possible upgrade conflicts, will avoid the system load of the SAP Solution Manager from affecting production, and will simplify routine maintenance of the SAP server landscape. The system should have the state of high-availability and be productive. Technically, it is also possible to install the SAP Solution Manager in one of your existing development, quality, or production systems that fulfill the release requirements. Different Installation Options for SAP Solution Manager: Option 1: Installation in a SAP R/3 4.6C system together with advanced Support Desk features The monitoring of SAP Web AS 6.x is not possible with this option Option 2: Installation in a mysap Workplace 2.11 system together with basic Support Desk features The monitoring of SAP Web Application Server (SAP Web AS) 6.x is not possible with this option Option 3: Installation on a SAP Web AS 6.10 together with basic Support Desk features

8 8 Option 4: Installation on a mysap Workplace 2.11 / SAP Web AS 6.10 and additional installation of a standard SAP R/3 4.6C application system for advanced Support Desk features only Customer Satellite SAP Systems (SAP releases 3.1I 4.6x) P01 T01 Standard 4.6C R/3 System Solution Manager RFC Connection SAPNet R/3 Frontend Q01 BW1 RFC data transfer Internet Connection SAP Solution Manager runs within standard 4.6C R/3 System including advanced Support Desk features SAP Service Marketplace AP1 Figure 2 SAP Solution Manager running on SAP R/3 4.6C System with advanced Support Desk functionality Customer Satellite SAP Systems (SAP releases 3.1I 4.6x) P01 T01 mysap Workplace 2.11 Solution Manager RFC Connection SAPNet R/3 Frontend Q01 BW1 RFC data transfer SAP Solution Manager runs within mysap Workplace 2.11 including basic Support Desk features Internet Connection SAP Service Marketplace AP1 Figure 3 SAP Solution Manager running on mysap Workplace 2.11 with basic Support Desk functionality

9 9 Customer Satellite SAP Systems (SAP releases 3.1I - 6.x) P01 T Web Application Server Solution Manager RFC Connection SAPNet R/3 Frontend Q01 BW1 RFC data transfer SAP Solution Manager runs within a 6.10 (or higher) Web Application Server including basic Support Desk features Internet Co nnecti on SAP Service Marketplace AP1 Figure 4 SAP Solution Manager on a SAP Web Application Server with basic Support Desk functionality Customer Satellite SAP Systems (SAP Basis 3.1I 4.6x/6.10) P01 SAPNet R/3 Frontend T01 Q01 BW1 RFC data transfer RFC data transfer mysap Workplace / 6.10 WAS Solution Manager SAP Solution Manager runs within the mysap Workplace / WAS while advanced Support Desk features run in a separate standard R/3 system Remote Connectivity SAP Service Marketplace AP1 Advanced Support Desk Standard 4.6C R/3 System Figure 5 SAP Solution Manager on mysap Workplace or SAP Web AS 6.10 connected to a separate SAP R/3 4.6C System with the Support Desk configured

10 10 System Dependent Installation Tasks Option 1: Installation in a Standard R/3 Application System Please install and configure a standard SAP R/3 4.6C Application System (new 4.6C systems should be installed with Service Release 2) and import at least Basis / ABA Support Package 25. If possible, also import the Application Support Packages up to number 25. Install a new standard SAP R/3 4.6C application system with Service Release 2 (when no other 4.6C system is available) Import all Basis / ABA Support Packages up to at least number 25 If possible, also import all APPL Support Packages up to number 25 When you want to use the SAP Solution Manager within your web browser: o Install ITS server and configure the IACOR process to allow automatic publishing of Internet service files on the SAP Solution Manager's ITS server o Enter the address of the SAP Solution Manager's ITS server in table TWPURLSVR in the SAP Solution Manager's system Option 2: Installation in a mysap Workplace System Please install and configure a mysap Workplace System 2.11 (for example via a Smart Implementation according to and import at least Basis / ABA Support Packages up to No. 14. Install and configure a mysap Workplace 2.11 according to the Smart Implementation manual (see This includes: Configuration of the SAP Solution Manager System as a standard Workplace component system Installation of the appropriate Workplace Plug-in Creation of RFC destination in the Workplace system Creation of a logical system corresponding to the above RFC destination Installation of ITS server: Configure the IACOR process to allow automatic publishing of Internet service files on the SAP Solution Manager's ITS server Enter the address of the SAP Solution Manager's ITS server in table TWPURLSVR in the SAP Solution Manager's system Option 3: Installation in a Web Application Server 6.10 Please install and configure a 6.10 (or higher) SAP Web Application Server and import at least Basis / ABA Support Package 06. Install a new 6.10 Web Application Server Import Support Packages for Basis / ABA up to at least number 06 For installation procedures see Option 2

11 11 Install the SAP Solution Manager (SAP Note ) General Installation Tasks: To achieve a graphical representation and visualization of system environments and business processes within the SAP Solution Manager (currently only supported for MS Windows frontends) check the following o Prerequisite: SAPGUI release >= 4.6D (>=6.10 for SAP Web AS installation) o Additional frontend components are located on the SAP Solution Manager CD (directory "Frontend") o Execute SOMANCON.EXE to begin the installation o Execution on all frontends that work with the SAP Solution Manager Option 1: Installation in a SAP R/3 4.6C System (see SAP Note ) o Make sure that all 4.6C Basis / ABA Support Packages up to at least number 25 have been imported (please see o Import the technical add-on "SAP Solution Manager" for R/3 Basis Release 4.6C via transaction "SAINT" from the CD (>> "DATA" >> "KITL02Y.SAR") o Copy SAP Solution Manager role SAP_SV_SOLUTION_MANAGER (TA PFCG) o Generate authorizations for the role and assign users to the role o Create RFC Destination "SAPOSS" Now you can use transaction "Solution_Manager" or your user menu entry. If you want to use the SAP Solution Manager in a Web browser, you will have to: o Use transaction SM30_SSM_VAR to create and assign values to the following variables (the variables refer to the SAP Solution Manager ITS Server): o DSWP_WEB_PROTOCOL - set this to 'http' or 'https' (without quotes) o DSWP_WEB_SERVER - the address and port number of the SAP Solution Manager web server (for example, ' o DSWP_WEB_PATH - the path to the WGate program on the SAP Solution Manager web server ('scripts/wgate' or 'cgi-bin/wgate') o Publish the SAP Solution Manager Internet service files on the SAP Solution Manager's ITS server from the SAP Solution Manager System (using the IACOR process) o Run report W3_PUBLISH_SERVICES o Do not select a transport request o On the second screen, select 'Workbench settings' and ensure that the Internet service files will be published to the correct ITS server o Publish the following services: DSWP, DSA_SSWB, DSA_WNGUI

12 12 Option 2: Installation in mysap Workplace 2.11 System (see SAP Note ) Make sure that all Basis and ABA Support Packages for R/3 Release 4.6D up to No.14 have been imported (please see o Import the technical add-on "SAP Solution Manager" for R/3 Basis Release 4.6D via transaction "SAINT" from the CD (>> "DATA" >> "KITL03Y.SAR") o Copy SAP Solution Manager role SAP_SV_SOLUTION_MANAGER (TA PFCG) o Generate authorizations for the role and assign users to the role o Create RFC Destination "SAPOSS" Now you can use transaction "Solution_Manager" or your user menu entry. If you want to use the SAP Solution Manager in a Web browser, you will have to o Use transaction SM30_SSM_VAR to create and assign values to the following variables (the variables refer to the SAP Solution Manager ITS Server): o DSWP_WEB_PROTOCOL - set this to 'http' or 'https' (without quotes) o DSWP_WEB_SERVER - the address and port number of the SAP Solution Manager web server (for example, ' o DSWP_WEB_PATH - the path to the WGate program on the SAP Solution Manager web server ('scripts/wgate' or 'cgi-bin/wgate') o Publish the SAP Solution Manager Internet service files on the SAP Solution Manager's ITS server from the SAP Solution Manager System (using the IACOR process) o Run report W3_PUBLISH_SERVICES o Do not select a transport request o On the second screen, select 'Workbench settings' and ensure that the Internet service files will be published to the correct ITS server o Publish the following services: DSWP, DSA_MINI, DSA_SSWB, DSA_WNGUI Option 3: Installation in an SAP Web Application Server 6.10 System (see SAP Note ) Make sure that at least Basis / ABA Support Package Number 06 has been imported (please see o Decompress the archive "KITL10G.SAR" (SAPCAR -xvf KITL10G.SAR). o Import the technical add-on "SAP Solution Manager" for R/3 Basis Release 6.10 via transaction "SAINT" from the CD (>> "DATA" >> " KITL10G.SAR ") o Apply the Support Packages "SAPKITL101.CAR" and "SAPKITL102.CAR" via transaction "SPAM". o Copy SAP Solution Manager role SAP_SV_SOLUTION_MANAGER (TA PFCG) o Generate authorizations for the role and assign users to the role Now you can use transaction "Solution_Manager" or your user menu entry

13 13 For all other steps see Option 2: Installation in a mysap Workplace 2.11 system Set up Transaction SDCC for Data Transfer Satellite SAP Systems P01 (SDCC) Central Solution Manager System SAP Support System T01 (SDCC) D01 (SDCC & Solution Manager) O01 SAPNet R/3 Frontend Q01 (SDCC) Figure 6 SAP EarlyWatch Alert collects data on "Satellite" SAP Systems To enable the status reporting functionality of all systems to the SAP Solution Manager System the SAP EarlyWatch Alert Service runs in each satellite system and collects data (batch-job): o SAP EarlyWatch Alert collects data on "Satellite" SAP Systems o SAP EarlyWatch Alert Service is integral to the SAP Solution Manager landscape o Service Data Control Center Transaction (SDCC) SAP EarlyWatch Alert Service o Data is forwarded from the satellite systems to the "Central" SAP Solution Manager system for processing o All supported R/3 System releases are valid satellite systems o All RED-Alerts in the summary reports will be send automatically to SAP (message will be created automatically and send to SAP, too) Set Up Transaction SDCC Ensure that SAP EarlyWatch Alert Service transaction, SDCC version 2.3 is installed on all SAP Solution Manager systems in the landscape Supported releases and installation per SAP Note Define / Check RFC destinations o SAP Solution Manager System o Satellite Systems 2. Customize SAP EarlyWatch Alert Service transaction SDCC SAPNet R/3 Frontend System SAP Solution Manager System

14 14 o Central SAP Solution Manager System o All satellite systems (pointing to the Solution Manager system) 3. Generate service definitions Define / Check RFC Destinations: In the central SAP Solution Manager system, a RFC destination has to point to SAPNet R/3 Frontend. This destination is used to connect to SAPNet R/3 Frontend for various reasons: Forward "Red alerts" to SAP Forward Service Sessions to SAP Check for data model updates for the SAP Solution Manager This RFC Destination is called SAPOSS and should normally already be there in your system. Otherwise, you can create it using transaction "OSS1". In the Satellite systems, a RFC Destination points to the central Solution Manager system and is used to send EWA download data to the Solution Manager system. There is no fixed naming rule for the RFC destination. SAP recommends to assign a background user (that exists in the central system) to the RFC destination. You can assign profile "D_SOLMAN_RFC" to the RFC user in the central system after SAP Solution Manager has been installed Customize EWA service transaction SDCC Enter transaction SDCC and check via "Information About SDCC" that version 2.3 or higher is present. Otherwise, please import the necessary SDCC version according to SAP Note When you start transaction SDCC for the first time, you will be asked to schedule the ASM batch job. This job collects the EWA data and performs the download to the Solution Manager system. A sensible time for scheduling this job is during night when system activity is low. The job runs for about 5 minutes. As a rule of thumb, am is a good time for the ASM job. Follow the menu path "Maintenance Remote Environment Default Target Destination Assign the RFC destination that points to the central SAP Solution Manager system under "mysap.com Support Workplace System". In the Solution Manager system itself, you can enter destination "NONE". Assign the RFC destination "SAPOSS" under "SAP Service Systems" if you still want to send EWA data to SAP besides sending them to the SAP Solution Manager Please choose "Maintenance Refresh Service Definitions" to get the latest service definition update from SAP. Generate Service Definitions Start transaction "SE37" and enter function module "BDL_GENERATE_LOGFUNC_INCLUDES". Press Button "Single Test" (F8) and enter "ALL" under "option" and execute the test (F8). Afterwards, the EWA service can be used to collect performance data and send them to the SAP Solution Manager.

15 15 Troubleshooting 1. Use report "RTCCTOOL" to check whether additional SAP Notes have to be applied on the satellite systems 2. Use report "BDLCUST" on the satellite system to check the proper configuration 3. Ensure that the ASM batch job is scheduled and that it is scheduled at a "sensible" time. It should be a time when there is not too much activity on the system and it should be at least one hour before the central batch job on the SAP Solution Manager system (06.00 am) starts. As a rule of thumb, am is a good time for scheduling the job. Setup SAP Support Desk SAP Support Desk lowers your Solution Management cost by setting up an efficient internal Support organization. It enables all SAP Users to contact their responsible Support unit from within their daily work environment like: o SAP Transaction o SAP Workplace / Company Intranet Important system data (transaction code, Support Package Level and many more) are automatically copied into the Support Notification when the notification is created. The Support Employee can access this data and use advanced tools like o SAP Notes Search o SAP Notes Assistant o Customer-specific Solution Database o Workflow and notification o MS NetMeeting for Application Sharing o Interface to SAPNet R/3 Frontend to send notifications to SAP Support System-dependent Installation Procedures Option 1: Installation in a standard SAP R/3 4.6C Application System By using this option, advanced Support Desk features will be installed. Based on the R/3 Notifications, powerful message handling fully integrated into SAP R/3 core business processes is possible. This installation manual describes only the most important settings for establishing SAP related message handling functions. In order to establish a general message handling application, a separate consulting project might be necessary Option 2: Installation in a mysap Workplace 2.11 System By using this option, basic Support Desk features will be installed. The following pages describe the necessary installation and customizing tasks Option 3: Installation in an SAP Web Application Server 6.10 By using this option, basic Support Desk features will be installed with the same functionality as in a mysap Workplace 2.11 system. As of release 6.10, the basic Support Desk features

16 16 are a part of SAP s standard software delivery and there is no additional installation routine. However, the basic customizing has to take place exactly as described under option 2. Option 1: Installation details for Advanced Support Desk Functions in a Standard SAP R/3 4.6C System: Steps: o Installation of SAP Solution Manager in the SAP R/3 4.6C standard application system o Execute the command files o Maintain Table of installation numbers o Maintain RFC destinations for target system / SAPNet (SM59) o Maintain authorization profiles o Maintenance of the system settings / scheduling of the Batch Job o Implement Support Packages in the sending SAP systems o Define target system in the sending SAP systems The user master data of all users that send / process support requests have to be maintained in the central target system (alternatively, a dummy user can be used) Installation Details for Advanced Support Desk (4.6C) Execute the command files: 1. Use "SM29" in the productive client of the target system 2. Execute "P99_Q_R3_MEL" 3. Execute "P99_Q_R3_CAT" 4. Execute "P99_Q_R3_SYSTDAT" This transfers the standard functionality from client "000" to the productive client. Maintain Table of installation numbers: Use transaction "SAPSMOSS/O05" and fill in the installation numbers of all satellite systems from which you want to send notifications to the central Solution Manager system. In the case of more than one systems with the same installation number you just need to maintain the number one time. If the sending systems are not listed, you will get the error installation not found. Maintain RFC destinations in the SAP Solution Manager System (SM59): o Destination "SAP-OSS", connection type "3" (R/3 connection), Target system ID "O01", client "001". You can copy RFC destination "SAPOSS" for your convenience o Maintain a valid SAPNet User (R/3 Frontend) for connecting to SAPNet R/3 Frontend - this user needs all authorizations for SAPNet R/3 Frontend (super user)

17 17 o Destination "SAP-OSS-LIST-O01" (for the batch job that updates all local messages that were sent to SAP with the current information from SAP) the S-user that is maintained here needs all authorizations for SAPNet R/3 Frontend (Super User) o Test both connections o These RFC destination can also be generated automatically by using the Scope session in the SAP Solution Manager Maintain authorizations (transaction "SU01"): Support employees: o Insert parameter "/SAPSMOSS/01OSSUSID" with the User-ID of a SAPNet R/3 Frontend User with complete authorizations (for all users that are allowed to send support requests to SAP) o Role "SAP_SV_FDB_SUPPORT_LINE_LEVEL1" (1st Level ) or o Role "SAP_SV_FDB_SUPPORT_LINE_LEVEL2" (2nd Level User) o Role "SAP_SV_FDB_SUPPORT_LINE_ADMIN" (SysAdmin of the Support Desk) End users (that create Support Requests): o Create User Master Data o Authority profile "S_RFC", Activity "Execute", Object "SAPSMO*" o Authority profile "Q_QMEL", N.-Type "$$", TCODE "QM01", plant "*" o Authority profile "Q_GP_CODE", Taskgroup "*", Catalog "*" Customizing of the Notification Type "$$": Assign number range: o Transaction "IW20" o Assign element "$$" to a new group with a new number range Maintain system settings: o Maintain all areas under "System Settings" in the user menu (esp. installation numbers of all sending systems) o Schedule Batch Jobs for refresh SAPNet / target system o "Worklist Refresh Notifications Schedule Batch Job" o During the run of the batch job all support requests sent to SAP are refreshed - even those that were not created via the interface o In this case a local $$ notification is created with default data o This can be controlled as described in SAP Note o Please implement the changes described in SAP Note

18 18 o Publish MiniApp "MA_QM_NOTIFCOM" via SE80 - for details how to publish internet services to the ITS, please refer to the additional documentation in your installation suitcase Maintain batch-jobs for OSS-Updates: o Go to transaction /n/sapsmoss/u02 o Press "create variant" o Put in a name for the variant and press "create" o Set the sign in "no confirmed notifications" and press "Attributes" o Put in a description and save o Mark the variant and press "Schedule job" o Maintain the execution date and press "Schedule periodically" o Maintain the time period in which the job should be repeated (usually 30 minutes) and press create o In transaction SM37 under "Execute" you can check the status of the job Activities in the sending systems: To enable the users to submit support notifications from the sending systems, a specific Basis Support Package Level has to be ensured depending on the system s release: o Basis Release 3.1I: o Basis Release 4.0B: o Basis Release 4.5B: o Basis Release 4.6B: o Basis Release 4.6C: Number 82 (SAPKH31I82) Number 64 (SAPKH40B64) Number 42 (SAPKH45B42) Number 30 (SAPKB46B30) Number 19 (SAPKB46C19) o Basis Release 4.6D: Number 09 (SAPKB46D09) o Basis Release 6.10: Number 01 (SAPKB61001) o Without applying these support packages, creation of support notification will only work as of release 4.5B or higher with limited functionality together with SAP Note Maintain RFC destinations in the sending system (SM59): o Maintain destination of the target system in all sending systems (connection type "3") o If you do not maintain a user here, the end users have to identify themselves with username / password when trying to send a notification to the central SAP Solution Manager system o Exception: When you use Single Sign on with a trusted system relationship, there is no need to enter user / password o If you maintain a generic (valid) user here, there is no need for the "real" users to enter their passwords

19 19 Customizing in each sending system: o Maintain table "BCOS_CUST" with transaction "SM30" o Field 1: "OSS_MSG" o Field 2: "S" o Field 3: <RFC destination of the target system> (or "NONE") o Field 4: "CUST46D" o Field 5: "1.0" Option 2: Installation Details for Basic Support Desk Functions (mysap Workplace 2.11): Steps: o Installation of SAP Solution Manager in the mysap Workplace system (including /ABA / Basis Support Packages up to No. 14) o Maintain RFC destinations for target system / SAPNet (SM59) o Maintain authorization profiles o Maintenance of the system settings o Implement Support Packages in the sending SAP systems o Define target system in the sending SAP systems The user master data of all users that send / process support requests have to be maintained in the central target system Installation of SAP Solution Manager Framework: o Previous to setting up the SAP Support Desk functions the SAP Solution Manager has to be installed according to the installation guideline o During this installation procedure, the basic Support Desk Functions are automatically installed in the SAP Solution Manager System Maintain RFC destinations in the SAP Solution Manager System (SM59): o Destination "SAP-OSS", connection type "3" (R/3 connection), Target system ID "O01", client "001". You can copy RFC destination "SAPOSS" for your convenience o Maintain a valid SAPNet User (R/3 Frontend) for connecting to SAPNet R/3 Frontend - this user needs all authorizations regarding message processing for all installation numbers in SAPNet R/3 Frontend (super user) o Destination "SAP-OSS-LIST-O01" (for the batch job that updates all local messages that were sent to SAP with the current information from SAP) - the SAPNet User that is maintained here needs all authorizations for all the customer s installation numbers in SAPNet R/3 Frontend (Super User) o Test both connections o These RFC destinations can also be generated automatically using the Scope Session in the SAP Solution Manager

20 20 Maintain authorizations (transaction "SU01"): Support employees: o Insert parameter "/SAPNETUSID" with the User-ID of a SAPNet R/3 Frontend User with complete authorizations for messages o Role "SAP_SV_FDB_NOTIF_BC_PROCESS" Administrator of the Support Desk system: o Insert parameter "/SAPNETUSID" with the User-ID of a SAPNet R/3 Frontend User with complete authorizations in SAPNet R/3 Frontend (for all users that are allowed to send support requests to SAP) o Role "SAP_SV_FDB_NOTIF_BC_ADMIN" End users (that create Support Requests): o Create User Master Data o Authority profile "S_RFC", Activity "Execute", Object "SAPSMO*" in the sending system (where the user presses "Help >> Submit Support Notification") o Assign Role "SAP_SV_FDB_NOTIF_BC_CREATE" in the SAP Solution Manager system Maintenance of System Settings: o Please log on to the Support Desk system with an administrative user that has been assigned to the Role "SAP_SV_FDB_NOTIF_BC_ADMIN" o Please use the transactions from the user menu to maintain system settings: o DNO_NOTIF Number Range Maintenance (mandatory) o DNO_CUST01 Settings for Notification Type (not mandatory) o DNO_CUST02 Settings for Partner Types (not mandatory) o DNO_CUST03 Settings for Note Types (not mandatory) o DNO_CUST04 Basis Notification: User Settings (not mandatory) o DNO_CUST05 Subscreen Control (not mandatory) Refresh all notifications sent to SAP from the user menu: o A Batch Job will be available with the next release of the SAP Solution Manager o In the meantime, there is an option to execute an online refresh for all support requests that have been sent to SAP from the user menu Publish MiniApp "DNO_NOTIF" via SE80 For details how to publish internet services to the ITS, please refer to the installation documentation: Maintenance of System Settings: o DNO_NOTIF Number Range Maintenance (mandatory) o Choose entry "Number Range Maintenance" (Transaction "DNO_NOTIF") from the user menu

21 21 o Hit Push button "Maintain Groups (F6)" then follow menu path "Group >> Insert" (F6) o Enter a description and a number range interval (from to) o Check the box in front of your new group and mark element "SLF1" with your mouse o Hit push button "Select Element" (F2) then hit Push Button "Assign Element Group" (F5)Activities in the sending systems o To enable the users to submit support notifications from the sending systems, a specific Basis Support Package Level has to be ensured depending on the system s release o Basis Release 3.1I: o Basis Release 4.0B: o Basis Release 4.5B: o Basis Release 4.6B: o Basis Release 4.6C: Number 82 (SAPKH31I82) Number 64 (SAPKH40B64) Number 42 (SAPKH45B42) Number 30 (SAPKB46B30) Number 19 (SAPKB46C19) o Basis Release 4.6D: Number 09 (SAPKB46D09) o Basis Release 6.10: Number 01 (SAPKB61001) o Without applying these support packages, creation of support notification will only work as of release 4.5B or higher with limited functionality together with SAP Note Maintain RFC destinations in the sending system (SM59): Maintain destination of the target system in all sending systems (connection type "3") If you do not maintain a user here, the end users have to identify themselves with username / password when trying to send a notification to the central SAP Solution Manager system. Exception: When you use Single Sign-on or a trusted system relationship, there is no need to enter user / password (when the user / password is the same on both systems). If you maintain a user here, there is no need for the "send" users to enter their passwords. However, in this case the generic user appears as "creator" in all messages! Therefore, SAP recommends to use a trusted system relationship: o A Trusted/Trusting relationship must always be set up in the Trusting system (central SAP Solution Manager system) o You can find a description in SAP Note with individual steps for the definition of a Trusted/Trusting relationship from the Trusted system (satellite system) into the Trusting system (central SAP Solution Manager system) Maintain RFC destinations in the sending system (SM59) "Trusted System" settings Customizing in each sending system: o Maintain table "BCOS_CUST" with transaction "SM30" o Field 1: o Field 2: o Field 3: "OSS_MSG" "W" <RFC destination of the target system> (or "NONE")

22 22 o Field 4: o Field 5: "1.0" "CUST46D" Option 3: Installation Details for Basic Support Desk Functions (SAP Web AS 6.10): Steps: o Maintain RFC destinations for target system / SAPNet (SM59) o Maintain authorization profiles o Maintenance of the system settings o Implement Support Packages in the sending SAP systems o Define target system in the sending SAP systems The user master data of all users that send / process support requests have to be maintained in the central target system Maintain RFC destinations in the SAP Solution Manager System (SM59): o Destination "SAP-OSS", connection type "3" (R/3 connection), Target system ID "O01", client "001". You can copy RFC destination "SAPOSS" for your convenience o Maintain a valid SAPNet User (R/3 Frontend) for connecting to SAPNet R/3 Frontend - this user needs all authorizations for SAPNet R/3 Frontend (super user) o Destination "SAP-OSS-LIST-O01" (for the batch job that updates all local messages that were sent to SAP with the current information from SAP) the S-user that is maintained here needs all authorizations for SAPNet R/3 Frontend (Super User) o Test both connections o These RFC destination can also be generated automatically by using the Scope session in the SAP Solution Manager Maintain authorizations (transaction "SU01"): Support employees o Insert parameter "/SAPNETUSID" with the User-ID of a SAPNet R/3 Frontend User with complete authorizations for messages o Role "SAP_SV_FDB_NOTIF_BC_PROCESS" Administrator of the Support Desk system: o Insert parameter "/SAPNETUSID" with the User-ID of a SAPNet R/3 Frontend User with complete authorizations in SAPNet R/3 Frontend (for all users that are allowed to send support requests to SAP) o Role "SAP_SV_FDB_NOTIF_BC_ADMIN" End users (that create Support Requests): o Create User Master Data o Authority profile "S_RFC", Activity "Execute", Object "SAPSMO*" in the sending system (where the user presses "Help è Submit Support Notification")

23 23 o Assign Role "SAP_SV_FDB_NOTIF_BC_CREATE" in the SAP Solution Manager system Maintenance of System Settings: o Please log on to the Support Desk system with an administrative user that has been assigned to the Role "SAP_SV_FDB_NOTIF_BC_ADMIN" o Please use the transactions from the user menu to maintain system settings: o DNO_NOTIF Number Range Maintenance (mandatory) o DNO_CUST01 Settings for Notification Type (not mandatory) o DNO_CUST02 Settings for Partner Types (not mandatory) o DNO_CUST03 Settings for Note Types (not mandatory) o DNO_CUST04 Basis Notification: User Settings (not mandatory) o DNO_CUST05 Subscreen Control (not mandatory) Refresh Notifications sent to SAP from the user menu: o A Batch Job will be available with the next release of the SAP Solution Manager o In the meantime, there is an option to execute an online refresh for all support requests that have been sent to SAP from the user menu Publish MiniApp "DNO_NOTIF" via SE80. Maintenance of System Settings: o DNO_NOTIF Number Range Maintenance (mandatory) o Choose entry "Number Range Maintenance" (Transaction "DNO_NOTIF") from the user menu o Hit Push button "Maintain Groups (F6)" then follow menu path "Group è Insert" (F6) o Enter a description and a number range interval (from to) o Check the box in front of your new group and mark element "SLF1" with your mouse o Hit push button "Select Element" (F2) then hit Push Button "Assign Element Group" (F5) Activities in the sending systems: o To enable the users to submit support notifications from the sending systems, a specific Basis Support Package Level has to be ensured depending on the system s release o Basis Release 3.1I: o Basis Release 4.0B: o Basis Release 4.5B: o Basis Release 4.6B: o Basis Release 4.6C: Number 82 (SAPKH31I82) Number 64 (SAPKH40B64) Number 42 (SAPKH45B42) Number 30 (SAPKB46B30) Number 19 (SAPKB46C19) o Basis Release 4.6D: Number 09 (SAPKB46D09) o Basis Release 6.10: Number 01 (SAPKB61001)

24 24 o Without applying these support packages, creation of support notification will only work as of release 4.5B or higher with limited functionality together with SAP Note Maintain RFC destinations in the sending system (SM59) : o Maintain destination of the target system in all sending systems (connection type "3") If you do not maintain a user here, the end users have to identify themselves with username / password when trying to send a notification to the central SAP Solution Manager system. Exception: When you use Single Sign-on or a trusted system relationship, there is no need to enter user / password (when the user / password is the same on both systems) If you maintain a user here, there is no need for the "real" users to enter their passwords. However, in this case the generic user appears as "creator" in all messages! Therefore, SAP recommends to use a trusted system relationship: o A Trusted/Trusting relationship must always be set up in the Trusting system (central SAP Solution Manager system) You can find a description in SAP Note with individual steps for the definition of a Trusted/Trusting relationship from the Trusted system (satellite system) into the Trusting system (central SAP Solution Manager system) Maintain RFC destinations in the sending system (SM59) "Trusted System" settings Customizing in each sending system: o Maintain table "BCOS_CUST" with transaction "SM30" o Field 1: o Field 2: o Field 3: o Field 4: "OSS_MSG" "W" o Field 5: "1.0" <RFC destination of the target system> (or "NONE") "CUST46D" Installation Details for Additional Support Desk Components SAP Note Assistant: Using the SAP Note Assistant, you can automatically import SAP Note Corrections. The SAP Note Assistant is to be installed on all systems, on which Note corrections should be imported. You can download this add-on free of charge from the SAP Service Marketplace ( All technical requirements for using the SAP Note Assistant are explained in the corresponding section of the media center

25 25 In particular, there are specific Basis / ABA Support Package levels required: 4.6D >> SAPKB46D05 (or higher) 4.6C >> SAPKB46C15 (or higher) 4.6B >> SAPKB46B25 (or higher) 4.5B >> SAPKH45B38 (or higher) Benefits and features of the SAP Note Assistant: o Automatic SAP Note implementation (including dependencies) o Reporting via Note Browser o Workflow options o Modification support through integration with Modification Assistant o Integration with transport management o Easy installation Limitations of the SAP Note Assistant o Only ABAP coding can be implemented automatically no dictionary objects, messages and so on o You still have to read the SAP Note o Note Assistant does NOT replace Support Packages SAPNet Note database Download Update Note Browser Implement Correction Instructions Details Reason for modification Modification Assistant (SE95) Upgrade Specialized version of split screen editor Modification Adjustment (SPAU) Manual fallback SAP Note Assistant: o Download SAP Notes add-on from the Service Marketplace o Use Transaction SAINT to import the add-on o Set the relevant software components to modifiable / restricted modifiable in SE03

26 26 o Set the software component "SAP_NOTES" (4.6B / 4.6C) resp. "SAP R/3 Basis System (4.5B) to modifiable o Create RFC Destination "SAPOSS" (should be already there) o Specify Software components with transaction SNOTE via "Utilities" >> "Get release data" o Now, you can use the Note Assistant via transaction SNOTE Microsoft NetMeeting The "Microsoft NetMeeting" functionality enables end users, internal Support employees (in the SAP Solution Manager) AND SAP Backoffice Support employees to access the same screen output and the same application via "Application Sharing". This is particularly useful for problems that cannot be reproduced in the SAP System via Remote Logon but can be displayed on the user's desktop. Customer SAP Enduser 1 Front-End Problem reported by end user Solution Support SAP Support mysap Workplace 2 Support employee asks end user for Application sharing using MS NetMeeting SAP Solution Manager 3 Application sharing End user help desk Severe Problems!! Customer Help desk asks SAP for Application sharing with end user help desk 5 Figure 7 SAP Support opens MS NetMeeting to enable application sharing with the customer s end user and/or help desk employee Licenses for MS NetMeeting Software: o Microsoft NetMeeting can be used free of charge within the scope of the licensed use of the Microsoft "Windows NT" and "Windows 2000" operating systems and Microsoft "Internet Explorer" (5.01 and higher) o Other operating systems and application sharing tools can also be used - however, SAP Back Office employees will not be able to analyze problems "live"system prerequisites for MS NetMeeting software: o The MS NetMeeting Software must be installed on all PCs on which MS NetMeeting should be used. This includes all the PCs of users who should be allowed access to Application Sharing for MS NetMeeting if a problem occurs. It also includes the PCs

27 27 of all SAP Solution Manager users, who should have access to the user's application if a problem occurs. o The system prerequisites for individual PCs are described and updated, if necessary, on the Microsoft Homepage. You can find this information at the following Internet address: Install MS NetMeeting (English version): o Download Microsoft NetMeeting 3.01 from the Microsoft Homepage and follow the instructions download/nm301x86.asp Initiating Application Sharing with MS NetMeeting: o Start MS NetMeeting and select "Tools" >> "Enable Sharing" o Initiate the installation dialog with "Yes" and follow the instructions o Restart the PC according to the installation dialog ("yes") o Under "Options" >> "Bandwidth Settings", set the bandwidth to "28880 Bits/s or faster modem". Working with MS Netmeeting (SAP Note ): Configuring the SAProuter: o To enable SAP Back Office Support employees to connect to the MS NetMeeting session, you must use the current SAProuter according to SAP Note o You have to EXPLICITLY authorize access via NetMeeting Creating the Service Netbios connection: o Log on to the SAPNet R/3 Frontend and press the SERVICE button o Press the SERVICE CONNECTION button and double-click on the system, on which you want to set up the MS NetMeeting connection o Expand the SERVICE SELECTION entry o Use the mouse to select the Netbios Connection entry and then press the CREATE/OPEN button o In the dialog box that appears, specify a contact person and press SAVE o You can now open the Service Netbios connection (The procedure explained above is described in detail in SAP Note 31515) MAINTAINING/CREATING the SAProuter configuration o The SAProuter configuration has to be maintained in such a way that you are allowed to access the host concerned (called "NMHOST1") via NetMeeting from the SAP sapserv<n> Server o NetMeeting uses the TCP/IP Port 1503 (this port must be explicitly released)

28 28 o The saprouttab configuration file details which connections can be used by the respective ports o Log on as <sid>adm o Edit the saprouttab (for example, with vi, sappad.exe, and so on) o If, in addition to the NetMeeting access, an R/3 GUI should also be accessed on one or more R/3 systems, new ports must be included accordingly in the saprouttab Example: Access to 2 R/3 Systems, whose instance numbers are '00' and '02': p <IP address of sapservx> <IP address Server1> 3299 p <IP address of sapservx> <IP address Server1> 3200 p <IP address of sapservx> <IP address Server2> 3202 p <IP address of sapservx> <IP address NMHOST1> 1503 #NMC (the last entry is for NetMeeting) IMPORTANT: A generic entry in the form of 'p * * *' should NEVER appear in the saprouttab, even if this results in access only being regulated through a GUI log as these entries permit a connection from ANY host to ANY host (p = permit, * = each host) Finally, save the file and import saprouttab again with SAProuter -n Please refer to SAP Note for information about the entries in SAPROUTTAB to ensure the router entries are adjusted according to your security policy. Getting Started with the SAP Solution Manager Start your Solution Management Start the SAP Solution Manager with transaction "Solution_Manager" from your user menu. You will have to create a first solution landscape by pressing the "new" button in the solution landscape overview screen. Follow the instructions in the solution landscape wizard and enter details like customer number and landscape name. In the landscape overview screen, you can access general customizing settings by pressing the button "Global Setting". After finishing the wizard you are brought into your landscape (initial state). Under "Solution Scope", press "Define Solution Landscape" to define the satellite systems that report to the central Solution Manager in your landscape. Navigate through the session by following the check tree on the left side. The documentation within the service session will guide you through the different checks. To record new software components or to display the main software components of the chosen landscape you have to maintain them under Solution landscape overview and Software components for productive hardware. After defining the system IDs (with installation number), you can save your work and leave the session. Go to the satellite systems and enter transaction SDCC, refresh the session overview, mark the EWA session (due for today) that has arrived and press the "Download" button. Refresh the session status until the session has been downloaded to the Solution Manager (green light in SDCC). Go back to your Solution Landscape in the Solution Manager and hit the "Service Processing" button. This will start a batch job that connects the downloaded EWA data to your session in the Solution Manager.

29 29 After the batch job is finished, you can enter your "Define Solution Landscape" session again. The availability sign for the EWA alert data should change from "red" to "green" in the corresponding check. To define your business processes, press the "Define Business Processes" button in the "Solution Scope" section. You can now define a new business process and use a SAP template for your convenience. Follow the on screen documentation and drag and drop the steps of your business process upon the desired software components. Afterwards, the other Solution Manager sections will be populated according to the systems and business processes you have defined. Operations Section In the Operations Section, you can access all SAP services via the Service Catalog on the Service Marketplace. Just click on the link and you are brought to the Service Marketplace. You have to enter your S-User and password to order a Service. The order confirmation will be sent to you in the "Service Channel" under the Support Section. "Best Practice" (self) services and documents can be accessed directly from the Operation Section. Solution Monitoring In the Solution Monitoring section, you can access Self Services for Business Process Monitoring, System Monitoring and Service Level Management. Service Level Management: Service Level Management enables you to integrate the performance information of the SAP EarlyWatch Alert Service from all your systems belonging to the specific solution landscape in one single report. Furthermore, Service Level Management allows you to report on the status of your business process running across several systems on transaction code level. Based on user-defined thresholds for specific transaction, Service Level Management gives you the possibility to set-up technical Service Level Agreements between your IT and your business departments. The EWA service is automatically scheduled on a weekly basis and delivers its data each Monday. The corresponding SL Report is generated automatically based on the desired scheduling and its customizing data. This customizing can be defined by clicking on "Set-up SL Report" Here, you define the systems that contribute to your SL Reporting and the technical contents. Based on your business process, you can enter transaction codes and thresholds for yellow and red alerts for each step of your business process. After finishing the customizing session, a new SL report has arrived. If you now hit the "Service Processing" button, the SL Report will be generated based on the download data of the most current EWA session for your systems. When you want to see the alerts from your business process transactions right now, it will be necessary to create new EWA sessions manually (by hitting the "new" button) or to wait for the next automatic creation of the EWA session (next Monday). This is necessary, as the transaction codes that you have defined in the "Set-up SL Report" session could not be analyzed in the EWA session that you have executed before doing the SL customizing. The general performance date will be there in any case. You can access additional documentation by clicking on the "Service Level Management" link that points you to the corresponding Best Practice document on the Service Marketplace. System Monitoring: System Monitoring enables you to integrate real time alerts derived from CCMS and display them on the core business process graphics. Click on "Set-up System Monitoring" to define

30 30 the software components that you want to monitor. Follow the instructions in the session to create RFC destinations to the systems that you want to monitor and to specify the kind of alerts you want to receive. The default monitoring template covers the most important points and should be suitable in most cases. Afterwards, click on "Display Alerts" to see the real time alerts on your business graphics. By clicking on an alert, you will be brought in the corresponding analysis method from CCMS on the remote system. Additional documentation can be found by clicking on the link "Central System Monitoring for mysap.com" that brings you to the corresponding Best Practice document on the Service Marketplace. Finally, the self service "Central System Administration" can be used to perform the periodic tasks of system administration. Just follow the instructions in the sessions to perform your system management. Business Process Monitoring: Business Process Monitoring is also integrating real time alerts derived from CCMS and additional alerts based on an hourly download service from the remote systems. As in "System Monitoring", these alerts are displayed on the core business process graphics. However, the alerts from Business Process Monitoring are not focused on software components like the alerts from System Monitoring. Moreover, the alerts from Business Process Monitoring are about transaction performance, exceptional situations concerning background jobs and application specific issues (e.g. delivery due lists). The central customizing can be defined by clicking on "Set-up Business Process Monitoring". The set-up of your Business Process Management is a technical expert service ( Business Process Management ) delivered by SAP and will not be supported as a self-service at the moment. The alerts from System Monitoring and Business Process Monitoring are always displayed on the same graphics. Alerts from Business Process Monitoring are connected to a certain step from the business process while alerts from System Monitoring are assigned to the specific software component. Additional documentation will be published via the Service Marketplace as soon as possible. Support Section In the Support Section, you can access a MiniApp regarding the Support Notifications from the Support Desk, the Service Channel and a MiniApp regarding Service Marketplace Favorites. The Support Notifications MiniApp displays the Notifications created by the end users. You can filter the notifications by using the various variants. By double-clicking on a notification, a new window will be opened where you can process the notification. The Service Channel shows your Workflow Items on the Service Marketplace (for example, Service Confirmations). They are displayed based on the S-User you enter in the identification pop-up. By clicking on a line in the Service Channel, you are brought to your Inbox on the Service Marketplace where you can process your Workflow items. The Service Marketplace Favorites MiniApp can be used to define quick links to aliases on the Service Marketplace. The overall Solution Manager documentation will be updated and published via the Service Marketplace under htpp://

31 31 Licensing Agreement SAP Solution Manager usage is based on the Software Licensing Agreement for the SAP Solution Manager. This Software Licensing Agreement becomes effective by accepting our Terms and Conditions when downloading the software or ordering the CD on the SAP Service Marketplace. Software Licensing Agreement (Loan Agreement) SAP Solution Manager between and SAP Aktiengesellschaft Systems, Applications, Products in Data Processing Neurottstrasse Walldorf Germany ( hereinafter: SAP ) you ( hereinafter: Customer ) Art. 1: General The usage of the Software Product made available to the Customer is governed by the terms of this License. The Customer will be unable to install the Software Product unless confirming the License Terms by clicking "accept" when ordering or downloading the Software. This Software Product is made available solely under the conditions set forth in this License Agreement. Any reproduction or redistribution of the Software Product not in accordance with the License is expressly prohibited by law and may result in severe civil and criminal penalties. Art. 2: Subject Matter of the Agreement 1. The subject matter of the Agreement is the loan of a copy of the Software Product: SAP Solution Manager consisting of the usable machine readable programs and documentation for demonstration purposes ("Software Product"). As configured this Software Product shall only be used for the Monitoring of and the Service Delivery for SAP software components fully licensed by the customer. Especially the use of this Software Product for the Monitoring of and the Service Delivery for SAP software components licensed from third parties shall not be permitted The right to use the Services contained in this Software is subject to a separate Services License Agreement and therefore requires the conclusion of such an Agreement which is offered via the SAP Service Catalog. SAP does not provide software maintenance for the Software Product. Software maintenance of the Software Product therefore shall be not included.

32 32 2. All other services shall be charged according to the rates for services quoted in the SAP List of Prices and Conditions and shall be subject to a separate contract. Art. 3: Remuneration There will be no charge for the software license Art. 4: Delivery Date and Duration of the Contract 1. The Software Product is delivered with its download or the CD ordered via the SAP Service Marketplace. 2. This Agreement shall take effect when the Customer has confirmed the License by clicking the "Accept"-Button when downloading the software or ordering the CD. Art. 5: Exclusion of Warranty As the Software Product is transferred to the Customer on a loan basis and free of charge, SAP cannot guarantee that the software is error-free, without material defects or suitable for a specific application under third-party rights. Technical data, sales brochures, advertising text and quality descriptions produced by SAP do not indicate any assurance of particular attributes. Art. 6: Liability 1. The Customer shall maintain the software properly and carefully. The Customer shall be liable for any damage caused to the software, arising from failure to meet this obligation. 2. Irrespective of the legal reasons, SAP shall only be liable for damage, including unauthorized operation, if this (i) can be compensated under the Product Liability Act or (ii) if caused due to gross negligence or intent by SAP or (iii) if based on the failure of a guaranteed attribute. 3. If SAP is liable for gross negligence or intent caused by employees who are neither agents or managerial employees of SAP, the total liability for such damage and a maximum limit on the scope of any such damage shall depend on the extent to which its occurrence ought to have anticipated by SAP when concluding the contract, due to the circumstances known to it at that point in time representing a typical transfer of the software. 4. In the case of Art. 5.3 above, SAP shall not be liable for indirect damage, consequential damage caused by a defect or lost profit. 5. SAP and the Customer agree that the typical foreseeable extent of damage shall under no circumstances exceed EUR 50, The Customer shall take adequate measures for the protection of data and programs, in particular by making backup copies at the minimum intervals recommended by SAP. SAP shall not be liable for the loss of data and its recovery, notwithstanding the other limitations of the present Art. 5 if this loss could have been avoided by observing this obligation. 7. The exclusion or the limitation of claims in accordance with the present Art. 5 includes claims against employees or agents of SAP. Art. 7: Terms and Conditions In all other respects, SAP's General Terms and Conditions and SAP's then current List of Prices and Conditions shall apply.

33 33 Further Information Information on the SAP Service Marketplace For more information about the SAP Solution Manager, visit the SAP Service Marketplace at Feedback and Questions Send any feedback by writing an SAP customer message for component SV-GST. You can do this, for example, at Copyright 2001 SAP AG. All rights reserved. No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG. The information contained herein may be changed without prior notice. Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors. Microsoft, WINDOWS, NT, EXCEL, Word, PowerPoint and SQL Server are registered trademarks of Microsoft Corporation. IBM, DB2, OS/2, DB2/6000, Parallel Sysplex, MVS/ESA, RS/6000, AIX, S/390, AS/400, OS/390, and OS/400 are registered trademarks of IBM Corporation. ORACLE is a registered trademark of ORACLE Corporation.INFORMIX -OnLine for SAP and Informix Dynamic Server TM are registered trademarks of Informix Software Incorporated. UNIX, X/Open, OSF/1, and Motif are registered trademarks of the Open Group. HTML, DHTML, XML, XHTML are trademarks or registered trademarks of W3C, World Wide Web Consortium, Massachusetts Institute of Technology. JAVA is a registered trademark of Sun Microsystems, Inc. JAVASCRIPT is a registered trademark of Sun Microsystems, Inc., used under license for technology invented and implemented by Netscape. SAP, SAP Logo, R/2, RIVA, R/3, ABAP, SAP ArchiveLink, SAP Business Workflow, WebFlow, SAP EarlyWatch, BAPI, SAPPHIRE, Management Cockpit, mysap.com Logo and mysap.com are trademarks or registered trademarks of SAP AG in Germany and in several other countries all over the world. All other products mentioned are trademarks or registered trademarks of their respective companies. Disclaimer: SAP AG assumes no responsibility for errors or omissions in these materials. These materials are provided "as is" without a warranty of any kind, either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a particular purpose, or non-infringement. SAP shall not be liable for damages of any kind including without limitation direct, special, indirect, or consequential damages that may result from the use of these materials. SAP does not warrant the accuracy or completeness of the information, text, graphics, links or other items contained within these materials. SAP has no control over the information that you may access through the use of hot links contained in these materials and does not endorse your use of third party Web pages nor provide any warranty whatsoever relating to third party Web pages.