Application Incident Management Configuration-Upgrade Guide

Application Incident Management Configuration and Upgrade Guide Applicable Releases: SAP Solution Manager 7.1 SPS 01

SAP Solution Manager Scenarios: Incident Management

Version 1.0 Mai 2011

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Document History Document Version

Description

1.00

First official release of this guide

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Table of Contents 1.

2.

3.

4.

General Information............................................................................................................. 1 1.1

Incident Management Overview ................................................................................... 1

1.2

Chapters Overview ....................................................................................................... 2

Standard Configuration ...................................................................................................... 3 2.1

Basic Configuration ...................................................................................................... 3

2.2

Business Roles and Authorizations .............................................................................. 4

2.3

Master Data .................................................................................................................. 5 2.3.1

Maintain S-User for SAP Service & Support Backbone .................................. 5

2.3.2

Synch Customer Number and Installations ..................................................... 6

2.3.3

Business Partner and User .............................................................................. 7

2.3.4

Set up an Organizational Model (optional) .................................................... 13

2.3.5

Create Service Product .................................................................................. 13

Customizing ....................................................................................................................... 15 3.1.1

Transaction Type ........................................................................................... 15

3.1.2

Text Determination Procedure ....................................................................... 17

3.1.3

Partner Determination Procedure .................................................................. 22

3.1.4

Status Profile .................................................................................................. 23

3.1.5

Date Profile .................................................................................................... 26

3.1.6

Action Profile .................................................................................................. 27

3.1.7

Item Category ................................................................................................ 29

3.1.8

Number Ranges ............................................................................................. 30

3.1.9

Integration with other Processes ................................................................... 30

Additional Configuration Options .................................................................................... 33 4.1

SAP WebClient UI Configuration & Personalization ................................................... 33

4.2

Adding Custom Actions to the SAP WebClient UI ...................................................... 33

4.3

TREX Set-up............................................................................................................... 34

4.4

Support Team Determination ..................................................................................... 34 4.4.1

Support Team Dispatching via Rule Modeler ................................................ 34

4.4.2

Support Team Determination via BRFplus .................................................... 35

4.5

Multilevel Categorization ............................................................................................ 35

4.6

Problems..................................................................................................................... 36

4.7

Define Problem Categories ........................................................................................ 36

4.8

Knowledge Articles ..................................................................................................... 37 4.8.1

4.9

Define Number Range for Knowledge Articles .............................................. 37

SLA and Escalation Procedures ................................................................................. 38

4.10 SAP Internet Graphics Server (IGS) Set Up .............................................................. 39 5.

Upgrade .............................................................................................................................. 40 5.1

Required Configuration ............................................................................................... 40

5.2

Transition from SLFN to SMIN ................................................................................... 40

5.3

SMIN Compatibility of Existing Customer Configuration ............................................ 41

5.4

Extend Model for Business Transactions with New Relations ................................... 42

6.

Best Practice / FAQ ........................................................................................................... 43 6.1

Which Background Jobs are relevant for Incident Management? .............................. 43

6.2

Which BAdIs are relevant for Incident Management? ................................................ 44

6.3

Message Queries in Work Center based on the Organizational Model ..................... 45

6.4

How to Customize Partner Functions in the SAP WebClient ..................................... 46

Application Incident Management – Configuration and Upgrade Guide

1.

General Information

This guide describes the configuration of the Application Incident Management with SAP Solution Manager 7.1.

1.1 Incident Management Overview The Application Incident Management (IM) is a central service point which enables a centralized incident and issue message processing in multiple organization levels. It offers a communication channel with all relevant stakeholders of an incident, such as business user, SAP Service & Support and Partner Support employees. IM is integrated in all Application Lifecycle Management processes of SAP Solution Manager, in any SAP Business Suite solution and could be connected to a non-SAP Help Desk application. Furthermore, it includes follow up activities like Change Management and Root Cause Analysis.

The Incident Management scenario in SAP Solution Manager 7.1 comprises various new functionalities which are based on SAP CRM 7.1 IT Service Management. It includes the web-based user interface SAP WebClient which replaces the SAP GUI transactions CRMD_ORDER and CRM_DNO_MONITOR. SAP WebClient is the new main workplace of Service Desk processors and administrators. The Work Center Incident Management is still available in SAP Solution Manager 7.1 SP01 and could be used with the SAP Solution Manager 7.0 and the former transaction type SLFN. The SAP ITSM functions have been developed on new object types, so that it was necessary to have new transaction types for Incident and Change Management. The former SLFN based documents can not be displayed or processed in the SAP WebClient. Therefore, the new transaction type SMIN (Incident) is June 2011

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introduced. It replaces the transaction type SLFN which was used in the Incident Management Scenario in SAP Solution Manager 7.0.

1.2 Chapters Overview Chapter 2 provides information about the standard configuration steps to be performed in case of an initial set up. It covers all relevant topics including basic configuration and master data. Chapter 3 provides the knowledge about the standard customizing for the Incident Management Process as well as advices for customer specific customizing activities. Chapter 4 describes additional Incident Management configuration options which includes information on roles, multilevel categorization, TREX set up, support team determination, problems, knowledge articles, SAP WebClient configuration and personalization. Chapter 5 introduces relevant configuration steps which should be performed after a system upgrade from 7.0 to 7.1. Furthermore, it guides customers through the transition phase (from SLFN to SMIN). Chapter 6 covers a list of frequently asked questions and best practices.

Prerequisite for the configuration of the application Incident Management is an installed SAP Solution Manager 7.1 SPS 1. For more information, please see the SAP Solution Manager Installation Guide available in SAP Service Marketplace.

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2.

Standard Configuration

2.1 Basic Configuration Before starting with the Basic Configuration of your Solution Manager system you should read the documentation and initial descriptions available in the Implementation Guide (transaction SPRO). Therefore, navigate to SAP Solution Manager Implementation Guide  SAP Solution Manager  Basic Configuration  Basic Configuration: Guided Procedure

Via the transaction SOLMAN_SETUP, you start the initial configuration of the SAP Solution Manager system. In the navigation area on the left, you can access the following guided procedures which contain configuration steps relevant for the Incident Management scenario: 

System Preparation: In this guided procedure, you make settings preliminary for the Solution Manager configuration, such as creation of dialog users with the required authorizations, implementation of the central correction note and web service configuration.



Basic Configuration: This guided procedure leads you through all configuration steps which you must perform to enable basic scenarios in the SAP Solution Manager. As part of the basic configuration, you set up the connection to SAP, schedule relevant background jobs and activate piece lists which contain important settings, such as standard customizing for the new transaction type Incident (SMIN).



Managed System Configuration: It is relevant for the usage of the Feedback functionality, i.e. to be able to create incidents / support messages from satellite systems. In the Managed System Configuration, you connect satellite systems to the Solution Manager via RFC.

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Please, confirm you have successfully performed those three configuration steps according to the guided procedure documentations! In addition to the Basic Configuration, you must perform the following manual step in your SAP Solution Manager customizing client: 1. Call transaction SM30 (Maintain Table Views). 2. Enter BCOS_CUST as the Table/View. 3. Choose Maintain. 4. Add an entry as in the screenshot below and save.

This entry specifies the Service Desk Application used for message processing.

2.2 Business Roles and Authorizations For the ITSM scenario in the SAP Solution Manager, SAP provides the predefined business role SOLMANPRO for SAP Web Client configuration including predefined authorization (PFCG) roles for setting up an authorization concept. You use the business role SOLMANPRO to control the navigation bar, logical links and user authorizations.

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For further information about all PFCG roles which are relevant for the Incident Management scenario, please refer to the SAP Solution Manager Security Guide. This guide is available in SAP Service Marketplace. The business role SOLMANPRO and the authorization roles are only intended to be used as a template for Best Practices scope. The roles have to be validated and adapted to the specific customer requirements. For detailed instructions on how to adapt business and PFCG roles, please refer to the configuration guide Business and Authorization Roles available in SAP Service Marketplace.

2.3 Master Data After the initial configuration of SAP Solution Manager, you are ready to create the master data relevant for the Incident Management scenario. It includes the synchronization of customer information, the creation of users and business partners as well as the creation of an organizational model. First of all you must maintain valid S-User information for the communication of your Solution Manager System with SAP Service and Support Backbone.

2.3.1 Maintain S-User for SAP Service & Support Backbone Via the transaction AISUSER, you assign a SAP Support Portal contact person to the Solution Manager users (System Users for Background Jobs as well as Message Processors and Administrators) who communicate with the SAP Support Portal. If you only have one SAP customer number, proceed as follows: 1. Select New Entries. 2. Enter a Solution Manager System user in the User field. 3. Specify an S-User (without S and leading zeros) in the Contact Person field.

The S-User must have following authorizations* in the SAP Support Portal:

Activity

Authorization

Create Customer Messages

ANLEG

Send Customer Messages to SAP

GOSAP

Confirm Messages

QUITT

Open Service Connections

SVER

Maintain System Data

INSTPROD

* Other authorizations are optional.

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In case of multiple SAP customer numbers or for further information, please refer to the IMG step Assign S-User for SAP Support Portal Functionality in transaction SPRO.

2.3.2 Synch Customer Number and Installations You have to synchronize basic information about your customer number initially from SAP Service and Support Backbone into your Solution Manager. Therefore, you start the standard Report AI_SC_GET_SAP_CUSTOMER_NUMBERS from within the IMG via Activity Maintain SAP Customer Numbers  Generate SAP Customer Numbers:

Select your Customer Number and Execute

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The report automatically fills maintenance view V_AISAPCUSTNOS, e.g.:

Please, read the documentation according to the IMG Activity mentioned above in order to understand the customizing field of this maintenance view. Finally, you already scheduled the job REFRESH_ADMIN_DATA_FROM_SUPPORT during the Basic Setup of your Solution Manager system. In result it will create all systems of the customer number that are known at SAP in the Solution Manager system landscape maintenance (transaction SMSY). Details about the installation information will be filled in the maintenance view V_AIINSNRS, e.g.:

2.3.3 Business Partner and User For the Application Incident Management, there are two types of relevant business partners linked to System Users in the Solution Manager: 

Organization: represents companies/organizations



Person: represents company‟s employees, such as key users and processors

User and Business partners can be created either automatically or manually.

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2.3.3.1

Create User and Business Partner Automatically

There are two options to create User and Business Partner (Key User, Message Processor) automatically. Option 1 will create User as well as Business Partner. Option 2 can be used to create only Business Partner for User of Satellite Systems. Option 1: Report AI_SDK_USER_BP_GEN With this report, you generate system users and appropriate business partners in one step in SAP Solution Manager for users of a SAP managed system: 1. Start transaction SE38. 2. Enter AI_SDK_USER_BP_GEN in the Program input field and choose Execute. 3. Select the report execution options. 4. Choose Execute.

The next example shows which execution options should be checked, if you wish to: o

create business partners and system users (by using a reference user)

o

update existing business partners

o

search for users via existing RFC connections between the SAP Solution Manager and managed systems of type READ

o

identify users and business partners by e-mail address

o

display all execution details

o

execute the report in test mode

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Either you create this template User beforehand or you take your existing user. New Users will get same authorizations.

If a user exists in more than one managed systems (e.g. based on e-mail address), the report will create a SAP Solution Manager user with business partner who is allowed to create tickets for each of the corresponding managed systems. For more information on AI_SDK_USER_BP_GEN, please refer to the SAP Help online documentation for SAP Solution Manager 7.1 SP01 at http://help.sap.com/. To find the corresponding documentation more easily, use the search term „AI_SDK_USER_BP_GEN‟. June 2011

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Option 2: Transaction BP_GEN Via transaction BP_GEN, you generate business partners in SAP Solution Manager for users of managed systems. 1. Choose Add.

2. Select a system from which you want to create business partners. (e.g SD7)

3. Select users for which business partners should be created and doubleclick on it to add the user to the list of the selected Users

. 4. Choose Create, as shown below.

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5. Select Create

6. Check the Status on the bottom of the screen

2.3.3.2

Create User and Business Partner Manually

To create a business partner for an employee, please proceed as follows: 1. Call transaction BP. 2. Select Create Person.

3. Enter name and address data in the Address tab. 4. Enter an e-mail address in the area Communication of the Address tab. 5. In the Identification Numbers page area of the Identification tab, specify for which systems the employee is allowed to create incidents / support messages. You have to make an entry of type CRM001 for each target system, as shown in the figure below. The identification number contains data of the target system in the following format:

6. Select the BP role Employee.

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Application Incident Management – Configuration and Upgrade Guide

7. In the Employee Data area of the Identification tab, assign the employee‟s system user to the business partner.

8. Select the BP role Contact.

9. In the Name area of the Address tab, enter a language in the Correspondence lang. field. 10. Save your settings.

2.3.3.3

Create Business Partner (Organization)

To create a business partner for your company, please proceed as follows: 1. Call transaction BP. 2. Select Create Organization.

3. Enter name and address data in the Address tab. 4. In the Identification Numbers page area of the Identification tab, enter your SAP customer number, as shown in the figure below.

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5. Save your settings.

2.3.4 Set up an Organizational Model (optional) The organizational model reflects the functional structure of your company. It consists of organizational units which represent how the company is structured in terms of functions and positions which specify how different functions / tasks are assigned to individual posts. An organizational model can be used in various scenarios. For example, you can represent support teams as organizational units, which is important for the set-up of support team determination. For more information on how to set up an organizational model, please refer to chapter 4 (Create Organizational Model) of the guide Support Team Determination via Business Rule Framework plus (BRFplus) available in SAP Service Marketplace (http://service.sap.com).

2.3.5 Create Service Product A default Service Product is assigned as line item to each incident. To automatically create a basic product hierarchy, follow the instructions in IMG activity Create Basis Hierarchy for Service Product. This creates default product “INVESTIGATION”. This will allow you to easily set up date calculations and SLA determination. Before starting the following IMG Activity COM_PRODUCT_UPGRADE using transaction SE38.

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make

sure

you

executed

the

report

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Application Incident Management – Configuration and Upgrade Guide

Run the report. Do not change the default values in the fields!

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3.

Customizing

This chapter describes the standard Customizing settings. If you want to change the customizing according to your requirements keep in mind to copy the SAP standard into customer namespace first making your changes afterwards.

3.1.1 Transaction Type Transaction types are defined as a set of different configuration settings. This set of configuration settings represents information and functions within a process. For an Incident the Transaction Type SMIN is defined. A transaction type defines the attributes and characteristics of a CRM business transaction. E.g. the standard transaction type SMIN defines the whole customizing for partners, status, text and workflow action which are needed for the Incident Management. In the IMG activity Define Transaction Types you make the settings for a transaction type.

The standard settings of SMIN are shown in the figure below.

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SAP recommends you to copy the transaction type SMIN (incl. dependent customizing, such as partner or text schema) into the customer naming space which must begin with Z or Y. This will ensure that changes will not be overwritten in case of an upgrade. The recommended name for the copy is ZMIN. This will prevent some additional customizing effort, such as adaption of actions‟ schedule conditions. After you copied the transaction type, you must go to the IMG activity Specify Several Transaction Types. There, you have to specify the copied transaction type as the transaction type you want to use in the Solution Manager Service Desk. Therefore, chose „Classify Transaction Type in the IMG activity Specify Several Transaction Types’ and set the status „Standard‟ for ZMIN. SAP delivers 2 default transaction types (SMIN and SMDT) to be used for creating documents. If you wish to use only your custom transaction type (e.g. ZMIN), you have to remove the entry for SMDT from both customizing tables (Specify Transaction Type and Classify Transaction Type). Also, you have to replace the SMIN entries with ZMIN entries. For more information, please refer to the documentation of the IMG activity Specify Several Transaction Types. You have to specify rules for creating follow-on documents. Via the IMG activity Specify Mapping Rules for Copy Control you define which follow-on documents can be created from the copied transaction type and which data the follow-on document should contain. For more information, please refer to the documentation of this IMG activity. June 2011

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To copy the Transaction Type SMIN into customer namespace Choose Copy as…

Enter the customer namespace ZMIN and a description. Afterwards confirm with Return

3.1.2 Text Determination Procedure A text determination procedure is a container for text types, such as description, reply or internal note. It is assigned to a text object. In Incident Management, the relevant text object is CRM_ORDERH. The text determination procedure must be assigned to a transaction type which will ensure that the text types can be displayed in documents.

3.1.2.1

General Settings

Profile SMIN0001 is the standard text determination procedure assigned to the transaction type SMIN. It can be accessed via the IMG activity Define Text Determination Procedure.

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The next figure shows the settings of the text determination procedure SMIN0001.

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Application Incident Management – Configuration and Upgrade Guide

SAP recommends you to copy SMIN0001 into the customer naming space (which must begin with Z or Y).

This will ensure that changes will not be overwritten in case of an upgrade. The recommended name for the copy is ZMIN0001.

3.1.2.2

Text Mapping

If you are using the default text determination procedure, you may skip this point. In this case, you do not need to define mapping for default texts, because it is part of the standard SAP Solution Manager delivery. Generally, text mapping is relevant for the message exchange with SAP. When you send an incident to SAP, the texts of the incident are mapped to SAP texts and vice versa: SAP texts are mapped to CRM texts during update of incidents which have been sent to SAP. In the table AIC_MAP_TXT_SAP you define the mapping of :  

incoming SAP texts to custom CRM texts (direction: Inbound) outgoing custom CRM texts to SAP texts (direction: Outbound)

To access the mapping table, please do the following:

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Application Incident Management – Configuration and Upgrade Guide

1. 2.

Start transaction SM30. Enter AIC_MAP_TXT_SAP in the field Table/View and choose Maintain.

For example, you have defined a new text type with the ID ZUZ1 which belongs to the text determination procedure ZMIN0001. For outgoing incidents, it should be mapped to the SAP text type Information for SAP (ID 05). Therefore, you make the following entry in the mapping table:

3.1.2.3

Rich Text Formatting

This section explains how to activate the rich text editor in the SAP WebClient. It enables you to edit texts in a more powerful way e.g. by using fonts (such as bold or italics), copy and paste functions or text alignment. There are two ways to activate rich text formatting:  

via IMG: rich text formatting is activated for all users via user parameter: user specific rich text activation

To activate the rich text editor for all system users, please do the following: 1. 2. 3.

Start transaction DNO_CUST04. Switch to Change mode and choose New Entries. Enter the following data:   

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Field Name: AI_CRM_TXTEDIT_HTML Field Value: X Description: Activation of Rich Text Editor in WebUI

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4.

Save your settings.

To activate the rich text editor for a specific user, please do the following: 1. 2. 3.

Start transaction SU01. Switch to Change mode Navigate to the tab Parameters. Enter AI_CRM_TXTEDIT_HTML as Parameter ID and X as Parameter value, as shown in the figure below.

4.

Save your settings.

After you activated the rich text editor, buttons for rich text formatting should be available for editing texts in incidents and problems, as shown in the figure below.

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3.1.3 Partner Determination Procedure A partner determination procedure specifies which business partners are involved in the business process, for example, a sold-to party (partner function 00000001). The partner determination is executed separately for each partner function. The partner determination procedure must be assigned to the corresponding business transaction to ensure the correct display and processing of the business partners. The relevant partner determination procedure for the Incident Management scenario is SMIN0001. SAP recommends you to copy the partner schema SMIN0001 into the customer naming space (which must

begin with Z or Y). This will ensure that changes will not be overwritten in case of an upgrade. The recommended name for the copy is ZMIN0001.

Key users view incidents in the work center, whereas processors access incidents in the SAP WebClient. The different views lead to a separate partner schema customizing. Via the IMG activity Define Partner Determination Procedure (area Service Desk), you define and configure a partner determination procedure. You specify how a business partner is determined and which partner functions are included in the schema. Furthermore, you are able to define which partner functions should be displayed in the header data of incidents in the work center.

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The figure below shows the default partner functions displayed for an incident in the work center.

The sold-to party is determined by the installation components (IBase). To assign a sold-to party to an installation component, please do the following: 1. 2. 3. 4.

Start transaction IB52. Enter 1 in the Installed Base field and proceed with ENTER. Highlight the installation component and choose Goto ->Partner from the menu. Select the function Sold-to Party and enter the business partner of the sold-to party, as shown in the next example.

5. Save your settings. The reporter (key user) is specified by the user (SU01) who created the incident in the system. The support team is determined either by the rule 35000139 (AGS_ICT), or via BRFplus (Business Rule Framework plus). Support team determination is executed when the document is saved. The message processor is specified by the system user who processes the incident.

3.1.4 Status Profile A status profile is a container of user statuses which specify the individual status of an object, such as an incident or a support message. For example, an incident could have the status In Process or Sent to SAP.

3.1.4.1

General Settings

Via the IMG activity Define Status Profile for User Status (area Service Desk), you define and configure the Service Desk Status Profile.

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The default status profile for the transaction type SMIN is SMIN0001. The figure below shows the standard customizing settings of SMIN0001.

By specifying a lowest or highest status number, you can control the transition from one status to another.

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Example: The status In Process has the lowest status number 20 and the highest status number 50. This means, that when this status is active, only a status with a number between 20 and 50 may be activated, i.e. Dispatched, Customer Action, Sent to SAP or Proposed Solution could be set. The system makes a note of the status with the highest status number that has been reached up to the present. The "lowest number" of this status number determines which status number a new status must have at least. In the Trans. column of the user status table you specify which business transaction is triggered when a user status is set. Example: The business transaction FINI is assigned to the status Confirmed. It disables the change option for an incident which has the status Confirmed so that no changes are allowed any more.

SAP recommends you to copy the status profile SMIN0001 into the customer naming space (which must

begin with Z or Y). This will ensure that changes will not be overwritten in case of an upgrade. The recommended name for the copy is ZMIN0001.

3.1.4.2

Status Mapping

If you are using the default status schema you may skip this section and go to section 2.4.5. In this case, you do not need to define mapping for default status values, because it is part of the standard SAP Solution Manager delivery.

Status mapping is relevant for the update of messages which have been sent to SAP. For example, if the status of messages at SAP is Customer Action, then the status of the message at Solution Manager is set to In Process. In the table AIC_MAP_USR_STAT you define mapping for custom status values. To access the customizing table and define the status mapping, please do the following: 1. 2.

Start transaction SM30. Enter AIC_MAP_USR_STAT in the field Table/View and choose Maintain.

For example: The following entry shows how to define a mapping for the custom user status E0012 from the status profile ZMIN0001. When a message with status Customer Action at SAP is updated in the Solution Manager, the user status of the message is set to E0012. June 2011

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If you have defined a secondary status in customizing, you can specify status mapping which not only depends on status profile and SAP status, but on the secondary status as well. You can use the BAdI AI_CRM_IM_MAP_USR_STATUS to define custom conditions for status mapping.

3.1.5 Date Profile In the date profile, the system controls which reference objects, durations, date types and date rules can be used in a specific transaction type. A reference object is used to determine time zones and calendars (e.g. factory calendar). Using date types, durations and date rules, the system can calculate specific dates. Furthermore, you can define date rules to meet your requirements. You change date settings in the IMG section Date Profile via transaction SPRO.

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The default date profile for the transaction type SMIN is SMIN_HEADER. SAP recommends you to copy the profile into the customer naming space (which must begin with Z or Y). This will ensure that changes will not be overwritten in case of an upgrade. The recommended name for the copy is ZMIN_HEADER.

3.1.6 Action Profile An action profile contains actions which are specific for a transaction type. For example, an incident (SMIN) is sent to SAP via the action SMIN_STD_SEND_SAP which belongs to the action profile SMIN_STD. The default action profile for the transaction type SMIN is SMIN_STD. SAP recommends you to copy the profile into the customer naming space (which must begin with Z or Y). This will ensure that changes will not be overwritten in case of an upgrade. The recommended name for the copy is ZMIN_STD. After you copied the action profile, you must go to IMG step Define Conditions (area Service Desk), and select the copied profile. Choose Create to select action templates (for each action which was already defined in the action profile) and add them to the list. You make general settings for the actions contained in the action profile via the IMG activity Define Action Profiles and Actions (area Service Desk,) or alternatively via transaction SPPFCADM.

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For example, you can specify the time period at which the system starts the action (e.g., when saving the document) or the way in which the systems executes the action (workflow, method call or smart forms). Via the IMG activity Define Conditions (area Service Desk), or alternatively via transaction SPPFDETCRM, you define schedule and start conditions for your actions.

For more information on action conditions, please refer to the documentation of the IMG activity Define Conditions.

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3.1.7 Item Category An item category specifies the properties and attributes of a business transaction item, and therefore controls how the item is processed. The relevant item category in Incident Management is SMIP. It is used to control deadlines, such as first response and completion. To change the settings of an item category, please go to the IMG activity Define Item Categories (area Transactions).

SAP recommends you to copy the item category SMIP (incl. date and action profile) into the customer

naming space (which must begin with Z or Y). This will ensure that changes will not be overwritten in case of an upgrade. The recommended name for the copy is ZMIP. After you copied the item category, you must go to the IMG step Define Item Category Determination (area Transactions) and specify the business transaction type (e.g. ZMIN) for which the copied item category should be used. For more information, please refer to the documentation of the IMG activity Define Item Category Determination.

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3.1.8 Number Ranges Before you can begin using incident and problem transaction types, you must ensure that a number range is defined for these transaction types. The number range interval determines the sequential numbers assigned to newly created transactions. To do so, use IMG activities Define Number Ranges for Incidents and Define Number Ranges for Problems. Alternatively, you can use transaction SNUM and enter CRM_INCDNT (for incidents) or CRM_PROBLM (for problems) as the number range object. The number range interval which the system uses is defined in the transaction customizing (see above) in the Transaction Numbering section. By default, number range 01 is used.

3.1.9 Integration with other Processes If you have created your customer specific transaction type like ZMIN or ZMPR you must customize some copy control rules additionally. This provides the integration of your customer specific transaction types for each processes and scenarios. The following example shows the customizing to enable the integration of customer specific ZMIN with SAP Standard transaction types representing the processes in several scenarios. To change the settings for copy control rules please go to the IMG activity Specify Mapping Rules for Copy Control (Service Desk).

Make sure you meet the prerequisites as described in the documentation for IMG activity Specify Mapping Rules for Copy Control.

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Then you copy or create the necessary customizing entries according to your own transaction types.

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Chose „copy all‟ when being asked for the copy method.

The following screenshot shows the result for customer specific ZMIN transaction to be used in the ITSM scenario.

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4.

Additional Configuration Options

4.1 SAP WebClient UI Configuration & Personalization There are several possibilities to configure and personalize the SAP WebClient to fit your organization's specific business needs. For example, you can change the layout and texting of pages, fields, assignment blocks or tables. For more information:

WebClient UI Framework: http://help.sap.com/saphelp_crm70/helpdata/en/4d/2ae3f79e1d49d9be306f7768d55fba/frameset.htm

4.2 Adding Custom Actions to the SAP WebClient UI You can add your own actions to the Incident toolbar in the SAP WebClient UI. These actions will appear under the Actions pull-down menu.

To do so, perform the following: 1. 2. 3. 4.

Call transaction SM30 (Maintain Table Views). Enter AGS_WORK_CUSTOM as the Table/View. Choose Maintain. For each action, add an entry in the following form:

IM_CRM_UI_PPF_



Example: IM_CRM_UI_PPF_01 IM_CRM_UI_PPF_02

Z_CUSTOM_ACTION_FILTER_01 Z_CUSTOM_ACTION_FILTER_02

Ensure that the actions which you enter here are compatible with the SAP WebClient. Actions which attempt to carry out any user interaction are generally not compatible with the SAP WebClient. For example, actions which start SAP GUI functions or launch URLs will not work in the SAP WebClient. Only manually executable actions will appear in the list. Ensure that the actions are correctly maintained in your incident action profile, and can be manually started by the user.

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4.3 TREX Set-up TREX (Text Retrieval and Information Extraction) is a powerful engine which provides intelligent search and automatic classification of documents. TREX search engine is used for full-text search within CRM documents, such as incidents and knowledge articles. TREX search can be performed in the SAP WebClient and in the Incident Management Work Center. For further instructions on how to set up TREX search, please refer to the guide Full-Text Search with TREX available in the SAP Service Marketplace.

4.4 Support Team Determination 4.4.1 Support Team Dispatching via Rule Modeler The SAP WebClient provides standard dispatch functionality based on rule policies. In Incident Management, the dispatch functionality can be used to route a transaction to a support team based on attributes such as status, priority or multilevel categorization. Rules for dispatching are set up in the Rule Modeler which is accessed in the SAP WebClient via Service Operations -> Rule Policies, as shown in the figure below.

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For more information on the Rule Modeler please refer to the SAP Online Help: http://help.sap.com/saphelp_crm70/helpdata/EN/fd/5a583275f24f9282a0b4f3c6334f73/content.htm To activate the dispatch functionality for a specific transaction type, e.g. SMIN, go to IMG activity Assign Dispatching Rule Profile to Transaction Types. In this activity, you define the dispatching service manager profile for transactions. The service manager profile specifies the rule policy for dispatching. For more information on this topic, please refer to the documentation of the IMG activity Assign Dispatching Rule Profile to Transaction Types. After you activated the dispatch functionality for a transaction type (e.g. SMIN) the button Dispatch should appear in the work area toolbar, as shown in the figure below.

4.4.2 Support Team Determination via BRFplus Based on criteria like SAP component, region or country, you can define rules for support team determination to assign a support team to an incident automatically. Support team determination can be set up in the Business Rule Framework plus (BRFplus). For more information, please refer to the configuration guide Support Team Determination via Business Rule Framework plus (BRFplus) available in the SAP Service Marketplace.

4.5 Multilevel Categorization Multilevel categorization enables you to individually design the categorization of business transactions (e.g. incidents) on up to 4 levels. It integrates functions such as auto completion, item determination based on categories and search for related problems, knowledge articles and change requests. For detailed instructions on how to set up and use multilevel categorization, please refer to the guide Multilevel Categorization available in the SAP Service Marketplace. You can use report AI_CRM_CREATE_CAT_SCHEMA to automatically create an example categorization schema, which you can adapt for your own purposes. Further details are available in the guide Multilevel Categorization in SAP Service Marketplace.

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4.6 Problems In SAP Solution Manager 7.1 a new transaction type SMPR (Problem) is introduced. Usually, a problem is used to investigate the underlying cause of an incident. To access the settings of SMPR, go to the IMG activity Define Transaction Types.

4.7 Define Problem Categories Problem categories are used to classify problems and incidents, for example, known error or problem caused by change. For incidents, the categories are displayed in a drop-down list called Solution Category, as shown in the next figure.

For problems, categories are displayed in a drop-down list called Problem Category, as shown in the figure below.

To define problem/solution categories, please do the following: 1. Go to IMG activity Define Problem Categories. 2. Specify problem category and description, as shown in the figure below.

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4.8 Knowledge Articles A knowledge article is a new CRM 7.0 object which enables you to create, represent and distribute knowledge within your organization. Knowledge articles can be used in the SAP WebClient and ensure a faster access to specific information via categorization and full text search. The transaction type for knowledge articles is KNAR. For more information on knowledge articles: Knowledge Article http://help.sap.com/saphelp_crm70/helpdata/EN/dd/3d7602ec894bb9a8ed4c1fe52031de/frameset.htm

4.8.1 Define Number Range for Knowledge Articles

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4.9 SLA and Escalation Procedures The Solution Manager provides various options for monitoring the existing service messages. This is especially necessary when you have to make sure that messages are processed within the defined period of time. You use the service-based SLA (Service Level Agreement) to agree with the customer on the modalities of the provision of services. Furthermore, you have a wide range of options to define individual availability and response times for various customers in the service process. To configure and activate the SLA Escalation, you must perform all activities from the IMG section SLA Escalation (SAP Solution Manager -> Capabilities (Optional) -> Application Incident Management (Service Desk)).

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4.10 SAP Internet Graphics Server (IGS) Set Up This step is relevant for the usage of BW-based reporting, EWA and Root Cause Analysis in the work center. For set up instructions, please refer to the section IGS Setup in the IMG documentation.

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5.

Upgrade

This chapter informs you about the configuration steps you should perform in case of an upgrade from SAP Solution Manager 7.0 to SAP Solution Manager 7.1. Furthermore, it provides an overview of upgrade strategies and best practices for the transition phase. ...

5.1 Required Configuration You have to perform the Solution Manager basic configuration, as described in section 2.1 of this guide. Piece list activation is a step of the basic configuration which you must not miss out. The piece list includes standard customizing for the Service Desk. It will overwrite only SAP customizing and has no effect on existing customer configuration from the customer naming space (which must begin with Z or Y). If your customer configuration is not in the customer naming space, you should copy it into this naming space before the piece list activation. For more information on the standard transaction (SMIN) customizing and the new role concept, please refer to chapter 3 (SMIN customizing) and 2.2 (Business Roles and Authorizations) of this guide. For instructions on how to set up and use additional features, such as TREX full-text search and multilevel categorization, please refer to chapter 4 of this guide. It provides also general information about support team determination via BRFplus and possibilities for SAP WebClient configuration & personalization.

5.2 Transition from SLFN to SMIN When upgrading the application Incident Management, you should consider that the new SAP ITSM functions are only available in the SAP WebClient with new business object types and there is no migration from former object types. SAP CRM one order concept is still valid therefore parts of the customizing can be reused. The former Incident Management scenario can still be used after an upgrade to the next SAP Solution Manager release. SAP recommends a transition phase, as shown in the figure below.

During the transition phase, you should consider the following:

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

All new incidents are created with the new object types and processed within the SAP WebClient. You can use PFCG roles to restrict the authorization for message creation. Please note that many authorization objects have been changed due to the new object types.



Existing support messages (SLFN) should be processed in the Work Center or SAP GUI, until they are completed.



Only in the Work Center, you are able to search and display the new and the former incident documents.



You can use: o

the Work Center as a central access point for creating and searching incidents and problems, whereas the processing will be in the SAP WebClient

o

only the SAP WebClient to start all SAP ITSM functions.

5.3 SMIN Compatibility of Existing Customer Configuration This section provides an overview of customer configuration (for SLFN) which is compatible with the new transaction type SMIN. Furthermore, it shows which customizing cannot be used for SMIN. SLFN Customizing

Compatibility with SMIN?

Additional Configuration Required?

Text Determination Procedure

yes

no

Partner Determination Procedure

yes

no except: adding a custom partner function to the general data of an incident requires additional activities, as described in section 5.4 of this guide

Status Profile

yes

no

Action Profile

no

-

Business Partner

yes

The role Contact Person (BUP001) must be assigned to each business partner of type Person

IBase

yes

no

Organizational Model

yes

no

Support Team Determination

yes

no

Solution Database

no

-

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5.4 Extend Model for Business Transactions with New Relations If you are upgrading, a number of table entries from IMG activity Extend Model for Business Transactions with New Relations may be missing in your system. This will cause the SAP Webclient UI to function incorrectly. SAP intends to correct this in a future support package, however always check that the following entries are in your system:

Alternatively, you can call transaction SM30 and enter CRMV_ORLALL_BTIL as the Table/View in order to check these entries.

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6.

Best Practice / FAQ

6.1 Which Background Jobs are relevant for Incident Management? The background jobs listed below are scheduled via transaction SOLMAN_SETUP as part of the basic Solution Manager configuration. 

REFRESH MESSAGE STATUS This periodic job gets SAP answers to messages sent by the SAP Solution Manager.   



ABAP program: AI_CRM_IM_UPDATE_FROM_SAP Start time: Immediate execution. Execution interval: Twice a day.

SM:GET CSN COMPONENTS    

This job fetches the SAP Component hierarchy from SAP. ABAP program DSWP_GET_CSN_COMPONENTS Start time: Immediate execution. Execution interval: Weekly.

If you notice that you cannot select an SAP component when you create an incident (the list of components is empty), check this job, and if necessary, reschedule it.



REFRESH_ADMIN_DATA_FROM_SUPPORT This job is relevant for a multiple customer numbers scenario. The job reads administrative data from the SAP support systems via the SAP-OSS RFC connection, periodically, and buffers it in the SAP Solution Manager system. This data is required for service connections and for the Support Desk (e.g. system data synchronization with the SAP Support Portal).   

ABAP program: AI_SC_REFRESH_READ_ONLY_DATA Start time: Immediate execution. Execution interval: Daily. The user under which the job runs needs SAP Support Portal system data maintenance authorization. The user who created the job must be in the table AISUSER.

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

SERVICE_CONNECTION_LISTENER The job periodically checks whether a service connection to be opened in the Solution Manager has been scheduled. If so, this information is sent to OSS. This job requires little system resources. It only connects to OSS as required. If the connection cannot be opened, it tries again at the next execution.   



ABAP program: AI_SC_LISTENER Start time: Immediate execution. Execution interval: Every 10 minutes.

AI_SDK_FILL_FILE_TYPE_TABLE Only specified file types can be sent to SAP. All other attachments are refused. The program AI_SDK_FILL_FILE_TYPE_TABLE fills the tables AISDK_FILETX and AISDK_FILETY with data from the SAP Support Portal. These tables are used to check attachments to Service Desk messages.  

Start time: Immediate execution. Execution interval: Quarterly

6.2 Which BAdIs are relevant for Incident Management? To implement BAdIs you need expert knowledge in ABAP programming. AI_CRM_IM_MAP_USR_STATUS: This Business Add-In is used to define custom conditions for status mapping. ORDER_SAVE: This Business Add-In is used to transfer customer-specific fields to middleware. EXEC_METHODCALL_PPF: This Business Add-In (EXEC_METHOD_CALL_PPF) is used in actions implementations. It enables you to create your own business add-in implementations for processing methods. CONTAINER_PPF: This Business Add-In is used to modify PPF container values. COM_PARTNER_BADI: This Business Add-In is used to implement custom partner processing. CRM_ORDER_AUTH_CHECK: This Business Add-In is used to create enhancements for the authorization check in the business transaction. EVAL_SCHEDCOND_PPF: This Business Add-In is used for custom evaluation of schedule condition.

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EVAL_STARTCOND_PPF: This Business Add-In is used for custom evaluation of start conditions. CRM_ORDER_FIELDCHECK: Use this Business Add-In to influence the ready-for input status of fields in the business transaction according to user-defined logic. CRM_CUSTOMER_H_BADI: This Business Add-In is used to create enhancements for the header data in the business transaction. SBCOS001: If you use create incidents via the menu Help – Create support message, this Business Add-In (in the managed system) allows you to influence the component, the short text and the priority.

6.3 Message Queries in Work Center based on the Organizational Model ...

In Incident Management Work Center, you can create standard message queries which are based on organizational units:

My Department This selection is designed for Service Manager. If you are assigned to a manager position (a position with checked option Head of own organizational unit) in the organizational model, all support messages, in which the business partners that are assigned in your organizational unit were maintained as a partner, are selected. My Colleagues All support messages of employees that are assigned to the same position in the same organizational unit are selected - except for messages for your own business partner. My Team(s) All support messages in which your business partner is assigned to a partner function and all messages of employees that are assigned to the same position in the same organizational unit are selected. Basically, this means that the query will return My Messages and My Colleague selection. June 2011

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6.4 How to Customize Partner Functions in the SAP WebClient The customizing of a partner determination procedure for the SAP WebClient is performed in the UI Component Workbench. Below is an overview of the default partner functions displayed in the general data of an incident in the SAP WebClient.

Administrators can specify which partner functions should be displayed in the SAP WebClient. To change the appearance of partner functions in the general data of an incident, please do the following: 1. Start the SAP WebClient (via the transaction CRM_UI) and select Personalize in the top navigation bar.

2. In the dialog box, go to the page area Settings and choose Personalize Settings.

3. Check the option Enable configuration mode.

4. Open an incident (via Incident Management in the left navigation bar) and select Show Configurable Areas, as shown in the figure below.

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5. Select the Details frame to start the configuration. 6. Select Copy Configuration and enter a role configuration key for the new configuration in the dialog box.

The role configuration key can be defined in Customizing, and assigned to a business role. With this parameter, it is possible to create business-role-dependent configurations. At runtime, the correct configuration is automatically determined by the business role with which the user is logged on. For more information on how to create a role configuration key, please refer to the guide Business and Authorization Roles available in SAP Service Marketplace. 7. To add an already existing partner function, please proceed as follows:   

Select a partner function field and choose Show Available Fields. Partner functions are contained in BTPARTNERSET. Select a partner function and choose Add Field.

8. To remove a partner function field, select the field and choose the Remove Field option.

In the SAP WebClient, custom partner functions are displayed in the page area Business Partner.

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If the assignment block Business Partner is not displayed as default, you can make it visible via the Personalize option, as shown below.

To display a custom partner function in the general data of an incident, you need to add the new partner function to the business partner set of the component AIC_INCIDENT_H. This can be done via component enhancement. For more information, please refer to the SAP Help: Framework Enhancement: http://help.sap.com/saphelp_crm70/helpdata/en/5d/ca78bae61e48729056944bfa088086/frameset.htm ...

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