solman-7.0-ehp1-sp21-incident-management

SOlman configuratio

1. Incident Management

Release 7.0 SP 21

S A P S O L U T I O N M A N A G E R

2. (C) SAP AG HELPX.SVSMGSER 2
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Table of Contents
Incident Management ............................................................................................................ 6
Incident Management Work Center .................................................................................... 7
Using the Incident Management Work Center .................................................................... 9
Creating Support Messages as the Problem Reporter ...................................................... 11
Creating Support Messages ......................................................................................... 12
Checking the Processing Status of a Support Message ................................................ 14
Replying to Solution Proposals or Questions ................................................................ 16
Confirming the Solution ................................................................................................ 17
Editing and Creating Support Messages as a Support Employee ..................................... 18
Processing Support Messages ..................................................................................... 19
Forwarding a Support Message to SAP ........................................................................ 22
Opening the Customer System for Remote Analysis by SAP Support ........................ 24
Updating the Display of Support Messages from SAP ............................................... 25
Tracing SAP Measures ............................................................................................. 26
Calling up the Positive Call Closure Questionnaire and Closing the Message at SAP 27
Executing Enhanced Functions in Expert Mode ............................................................ 28
Recording Support Effort as a Support Employee............................................................. 29
Service Desk ................................................................................................................... 31
Using the Service Desk ................................................................................................ 33
Set-Up Message Creation in Web Browser ................................................................... 35
Create support messages with NOTIF_CREATE .......................................................... 36
Process Messages in Service Desk .............................................................................. 37
Search for Solutions to Support Messages ................................................................... 39
Copy Support Message into Solution Database ............................................................ 40
Forward Support Message to SAP ................................................................................ 41
Call Positive Call Closure Questionnaire ....................................................................... 42
Report: Effort for Service Desk Messages ........................................................................ 43
Using an External Service Desk ....................................................................................... 44
Connect an External Service Desk................................................................................ 46
Ensuring Operation as Administrator ................................................................................ 48
Identifying Errors in Incident Management Customizing ................................................ 49
Automatically Creating System Users or Business Partners .......................................... 50

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Incident Management
Incident Management comprises the following tasks:
As a user or customer, you can create support message and display and reply to
solutions suggested by support.
As a support employee, you can edit and administer support messages.
Features
There are various ways of using the Incident Management functions:
As a support employee and as user or customer, you have the following options:
Use the Incident Management [Page 7] work center in SAP Solution Manager
Use the transaction-based Service Desk [Page 31]

Use the more transparent Incident Management work center in SAP Solution
Manager. It replaces the Service Desk but you can still use the Service Desk.
The Incident Management work center is a web-based communication center that
enables problem reporters and support employees to communicate directly. The
exchange is no longer dependent on e-mails as in the Service Desk.

Only the Service Desk covers the full incident management functionality, including,
for example, updating the solution database. You can perform such extended Service
Desk functions in expert mode in the Incident Management work center, if you are
authorized to do so.
You can support non-SAP applications in an external service desk of a third-party provider, or
in the Standard Service Desk with an extended license (Service Desk XT).

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Incident Management Work Center
This work center offers the following options:
As a user or customer, you can create support messages and display and reply to
solutions suggested by support.
As a support employee, you can
o Process and administer support messages
o Create support messages for other users
The Work Center comprises views to search for, display, and edit messages. You can
perform common tasks in Incident Management.
Prerequisites
Incident Management is configured in your system.
The administrator has created a system user for you and assigned a business partner
to the user.
You are authorized for this work center.
To enable you to receive support from an SAP support employee, your administrator
has set up service connections and opened your system for remote analysis by SAP
support.
Features
Overview
A summary of messages, sorted by business partner status and function:
All support messages created by you as the problem reporter which, for example,
require a reply or for which a solution proposal already exists
All support messages you are assigned to as support employee
All support messages assigned to your organizational unit (if you are assigned to an
organizational unit in an organizational model)
Messages
A list of messages which you can, for example, filter by status.
As problem reporter you can
Create support messages and add attachments
Check the processing status of a support message and display and print solution
proposals for a support message
Reply to solution proposals or requests of a support message
Confirm solution proposals and complete a procedure
If you have authorization as a support employee, you can

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Process support messages and add attachments and SAP Notes
Forward support messages to SAP, confirm them, and call positive call closure
questionnaires
Call additional functions in expert mode as authorized
Message contents, replies and proposed solutions are always visible for problem reporters
and support employees.
Queries
You can perform complex searches by defining queries or entering selection criteria directly.
You can, for example, filter by status, date created, and business partner ID.
When you select a message in the list, the system displays message details below the list,
for example, the long text with the description of the problem.
Reports
Cross-solution or solution-specific reporting with report variants is available to analyze
messages. You can either upload the documents manually to Solution Reporting, or schedule
it as a background job.
The messages for processing and those created by you are displayed graphically by status.
For further information about using cross-solution reporting, see Evaluations [External]. For
more information about using solution-specific reporting, see Report: Service Desk Messages
[External].
Typical Tasks
You can perform the following functions from any view in the work center:
Create Messages [Page 12]
Search for SAP notes [Page 39]
More Information
Typical Procedure in Incident Management [Page 9]
Using the Work Center [External]
Service Connections [External]
Create system users and assign a business partner [Page 50]

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Using the Incident Management Work Center
The person reporting the problem and the support employee can communicate directly in the
Incident Management work center.
If an internal solution database is installed, the support employee responsible can switch to
expert mode and enter symptoms in the solution database, to process the problem and
search for solutions. He or she can also search for SAP notes in the SAP Service
Marketplace. If the support employee does not find a problem solution, he or she can forward
the support message to subsequent support units, or to SAP Support, and monitor the
progress of processing, in Incident Management.
Prerequisites
Incident Management is configured for the Solution Manager using the configuration
guide.
You have set-up the criteria by which an incoming support message is assigned to a
support unit, e.g. priority, category, region of creator, in the Incident Management
customizing. By default, the system assigns the support message to the support unit
for its SAP component. For more information, see SAP Hinweis 616946.
You are authorized for your tasks as problem reporter or support employee in
Incident Management. For more information, see http://service.sap.com/instguides
SAP Components , in the SAP Solution Manager security guide, in the SAP
Service Marketplace.
Process
1. The customer or user creates a support message in one of the following ways:
o In the Incident Management work center, using Common Tasks -> New
Message
o In an SAP system with SAP GUI, with Help -> Create Support Message ,
in the menu of a transaction
2. The system automatically gets the system data for the support message.
3. The support message is displayed in Incident Management.
1. The system automatically assigns the support message to the appropriate
support level, for example, by SAP component, priority or support message
category.
2. The system automatically determines the associated business partners, for
example, customer, key user or support team.
3. The system creates a service process in the SAP Solution Manager.
4. If you have customized accordingly, the system checks whether the
installation and requester already have contracts. Such a contract can, for
example, contain a Service Level Agreement (SLA), in which the customer
has been guaranteed certain levels of service, for example maximum
response times.
If there is a contract, the support employee chooses the relevant contract
item, for example, Support, Consulting or Development.

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4. A member of the support unit responsible enters him or herself as the support
employee in the support message.
5. The support employee searches for a solution to the problem described by the
problem reporter. He or she can switch to expert mode and search the customer
solution database, if there is one.
6. The support employee searches the SAP Service Marketplace for SAP notes.
If the support employee finds a suitable SAP note, he or she assigns it to the support
message. You can import and test SAP notes with code corrections, directly into the
development or test system, using the SAP Note Assistant. After testing, the changes
are transported to the quality assurance and production systems. You can discard
unwanted changes using the SAP Note Assistant.
7. If the support employee does not find a solution on SAP Service Marketplace, he or
she will create an internal memo with the measures taken to find a solution, in the
support message, and forward it to subsequent support units, if required.
8. If the next support unit cannot solve the problem either, the support employee adds
an Info for SAP to the support message, and forwards it with its attachments to SAP
Support (SAP Support Portal).
9. SAP Support processes the message and sends it back to you, with a proposed
solution or a further question, and an updated status.
You can monitor the status of the support message in Incident Management.
10. The person responsible in the internal support organization, for example, the
Customer Competence Center, tests and evaluates the proposed solution.
11. The person responsible in the internal support organization confirms the solution and
calls up the positive call closure questionnaire.
12. The problem reporter tests and confirms the solutions, or responds to the solution if
his problem is not solved or not solved completely yet.
13. If there is an internal solution database, the support employee formats the solution to
make it available to other support staff.

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Creating Support Messages as the Problem
Reporter
As the problem reporter, you have the following options in Work Center Incident
Management:
Creating a Support Message [Page 12]
Checking the Processing Status of a Support Message [Page 14]
Replying to a Suggested Solution or Question from a Support Employee [Page 16]
Confirming the Solution [Page 17]

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Creating Support Messages
You create support messages to report a problem to support. You can create support
messages in the following roles:
As a user or customer
As a support employee on behalf of a user
Prerequisites
You have been stored in the Solution Manager with the user and business partner role or with
the support employee role. For more information, see the Security Guide SAP Solution
Manager on SAP Service Marketplace under http://service.sap.com/instguides SAP
Components .
Procedure
1. Under Common Tasks choose New Message.
If your enterprise is an SAP partner and the system is configured accordingly, the
Create Message dialog box appears.
2. If necessary, select the transaction type.

Whether or not you have to select a transaction type depends on how your
system is configured.
Ask the person responsible for your system about the mode of action for the
customer-specific transaction types available to you.
3. In the entry view for the support message, enter the following values:
o Specify the support message's priority.
o Enter a meaningful short text. The short text appears as a subject line and
helps identify the support message; it is used as a search term for searching
in the solution database (if installed) and in the SAP Support Portal.
o Select the components affected.
o Enter a detailed description of the problem as the long text.
o Specify the category of support message and the type of subject.

Which categories are displayed depends on the objectives in the
statistical evaluation of the support messages, and on how your
system is configured.
Ask the person responsible for your system about the significance of
the customer-specific categories available to you.
4. If you enter the support message as a support employee on behalf of another user,
specify the business partner in question.
o Under Reporter, select the user.

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o Select the support employee responsible.
5. Select the system and the client in whose system the problem occurred if you are
o Assigned more than one system as a user or customer
o Entering the support message as a support employee on behalf of another
user
6. If the Additional Information tab appears in your Incident Management configuration,
then you can specify more precisely there where the error occurred.

This entry is not mandatory but it speeds up the process.

You can create a support message in the context of a solution or project, for
example. In this case, the Solution, Project and Process fields are filled
automatically.
7. On the Attachments tab, you can attach documents to the support message.
8. Choose Send.
The support message will appear in the support employee's inbox with one of various
user statuses, such as New or Sent to Support, depending on how the system is
configured.
The details of the support message are summarized and you can save or print them
as a PDF file.
More Information
Checking the Processing Status of a Support Message [Page 14]

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Checking the Processing Status of a Support
Message
You have submitted a support message and want to check its processing status.
Prerequisites
You have created at least one support message.
Procedure
1. To find support messages and check the processing status, choose one of the
following options:
o Navigate via the Overview. Support messages are classified by transaction
type and user status.
o Choose Messages.
2. In the Messages view, choose the filter options you require:
o You can sort support messages; by date, for example.
o Restrict the display by user status.
Choose the status Solution Proposal, for example, to see only support
messages for which a solution has been proposed.
3. Depending on the message's user status, you might be prompted to carry out the
following further activities, for example:
o Solution proposal: The support employee has entered a solution proposal.
You have the following options:
 If the solution proposal solves your problem, confirm the solution
proposal.
 If the solution proposal does not solve your problem, reply to the
solution proposal.
o Customer action: You are requested to send more information to the
support employee so that he or she can solve the problem.
o New: Your support message has not yet been processed.
o In process: Your support message has been allocated to a support employee
who is working on a solution proposal.
o Sent to SAP: The support employee has identified a technical problem and
has forwarded the support message to SAP.
o Sent to support: A support message was sent automatically to support but is
not yet in process.
o Sent to external provider: A support message concerns an external system
and has been forwarded to the external provider.

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Which user statuses are possible depends on how your system is configured.
If you are unsure about the meaning of a status, ask the person responsible
for your system.
More Information
Confirming the Solution [Page 17]
Replying to a Solution Proposal or Question [Page 16]

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Replying to Solution Proposals or Questions
You want to send a reply to the support employee
Because you have received a solution proposal that does not solve your problem, or
not completely You want the support employee to continue processing the problem
Because the support employee requires more information to solve your problem and
has set the support message's user status to Customer Action.
Prerequisites
In the overview of the messages created by you, a message appears with the status Solution
Proposal or Customer Action.
Procedure
1. In the Messages view, choose the respective support message.
2. In Message Details choose Reply.
You go to the Reply dialog box.
3. Specify your reply and choose Send Reply.
4. To attach a document, choose Add Attachment.
Result
The user status of the support message is reset to In Process.
Your reply appears in the support message's long text and can be viewed by the support
employee.
More Information
Confirming the Solution [Page 17]

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Confirming the Solution
If a suggested solution solves your problem, you can confirm the support message and thus
finalize the process.

Once a support message has been confirmed, it cannot be processed further. Only
confirm the support message, if you have tested the suggested solution sufficiently.
Prerequisites
In the overview of the messages created by you, a message appears with the status
Suggested Solution.
Activities
1. In the Messages view, choose the respective support message.
2. In Message Details choose Confirm.
You go to the Confirm dialog box.
3. To confirm the support message, choose Yes.
The message receives the user status Closed and cannot be processed further.

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Editing and Creating Support Messages as a
Support Employee
As a support employee, you have the following options in Work Center Incident Management:
Editing a Support Message [Page 19] that a problem reporter created
Forwarding a Support Message to SAP [Page 22]
With support messages that you forward to SAP, you have the following options:
o Opening the Customer System for Remote Analysis by SAP Support [Page
24]
o Updating the Display of Support Messages from SAP [Page 25]
o Tracing SAP Measures [Page 26]
o Calling up the Positive Call Closure Questionnaire and Closing the Message
at SAP [Page 27]
Executing Enhanced Functions in Expert Mode [Page 28]

Whether or not certain functions are available in expert mode (for example,
searching and making changes in an internal solution database) depends on
the configuration of your system and your authorizations.
Creating a Support Message [Page 12].

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Processing Support Messages
In the Incident Management work center, you want to process a support message created by
a user or customer.
Procedure
1. To find support messages and enter yourself or another support employee as the
processor, choose one of the following options:
o Navigate via the Overview. Support messages are classified by transaction
type and user status.
o To display a list of support messages, choose Messages.
o To find support messages with predefined queries according to specific
criteria, choose Query.
The queries you defined are displayed in the Query Overview.
2. In the Messages view, choose the filter options or criteria you require:
3. To display a support message, click on the message ID or the transaction description
for the relevant support message.
You go to Message Processing.
4. To process the support message, choose Process.
5. Use the input help to enter the processor responsible.
6. If the ordering party and support team are not allocated automatically, specify them
using the input help.
7. To allocate additional responsible persons or other business partners to the support
message, choose Add on the Business Partners tab.

If there is a person who is generally responsible for the business area in
question, this person is assigned as the business partner. In this way, this
person can also keep track of the process.
1. Choose the function for the business partner responsible.

The selection of business partner functions is configured specifically
for the customer. If you are unsure which function to choose for
which business partner, ask the person responsible for your system.
2. Use the input help to choose the business partner.
3. In the Main Partner column, specify the main contact.
8. On the Overview tab, choose the status In Process.
9. Save your changes.

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The message is displayed with the user status In Process for the person who
reported the problem.
10. To prompt the user or customer to provide further information
0. Choose text type Reply and enter your query
1. Choose the status Customer Action
2. Save your changes.
The message is displayed with the user status Customer Action for the
person who reported the problem.
11. To find a solution:
o In the Root Cause Analysis work center, select the relevant system and carry
out an analysis.
o On the Context tab, specify the business process, choose Show Alerts and
display the open alerts for a business process, in the Business Process and
Interface Monitoring work center.
o If an internal solution database has been installed, switch to expert mode and
search for a solution in the solution database.
o On the SAP Data tab, choose the Search for SAP Notes link.
You go to the SAP Service Marketplace.
o Forward the support message to SAP.
12. To inform the user of a solution proposal:
o On the Overview tab, choose the text type Solution Proposal and enter the
text.
o To upload a document for a solution proposal, choose Add on the
Attachments tab.
o To refer to SAP Notes, choose Add on the SAP Data tab and enter the ID
and name of the SAP Note.
The Details link in the Note URL column is activated as soon as you save
your entries.
13. To prompt the user or customer to check the suggested solution, choose the Solution
Proposal status on the Overview tab.

The status selection is configured specifically for the customer. If you are
unsure which status to choose for which action, ask the person responsible
for your system.
14. Save your changes.
The message is displayed with the user status Solution Proposal for the person who
reported the problem.
You can save or print the details of the support message as a PDF file.

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Result
The customer or user finds the support message with the user status corresponding to the
processing status.
More Information
Forwarding a Support Message to SAP [Page 22]
Executing Enhanced Functions in Expert Mode [Page 28] to update the Solution
Database

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Forwarding a Support Message to SAP
You forward a support message to SAP if, for example, the following actions have not led to a
solution:
Search in the internal solutions database (if installed)
Search on SAP Service Marketplace
Root cause analysis in the Root Cause Analysis work center (if installed)
Prerequisites
You have opened the relevant support message.
If remote analysis by SAP Support is required, you have opened the customer system
for SAP Support.
Procedure
1. Choose Edit.
2. Choose the text type Information for SAP and enter a message for SAP Support.
3. To check whether specific questions have to be answered for the relevant
component, choose Action Answer Application-Specific Questions
Depending on the component, a dialog box opens asking you to answer application-
specific questions.
4. Save your entries with OK.
5. If necessary, change the priority, the short text, the components, or the problem
reporter on the Overview tab page.

The user or customer has assessed the behavior as not critical, but as a
Support employee, you have found that the behavior is a symptom of a
critical problem in the system. You set the priority higher.
6. On the Overview tab, select the status Sent to SAP.
7. Choose Action Send Message to SAP

Depending on the configuration of your system, you have to set the status
Sent to SAP manually in order to be able to execute the action Send
Message to SAP, or the status is set automatically when you execute the
action.
8. Choose Save.
The system forwards the support message to SAP.
9. On the Action Log tab, check whether the action was executed successfully, and
what has to be done if the action failed.
10. Save your changes.

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Result
The support message is given the user status Sent to SAP.
More Information
Opening the Customer System for Remote Analysis by SAP Support [Page 24]
Updating the Display of Support Messages from SAP [Page 25]
Tracing SAP Measures [Page 26]
Calling up the Positive Call Closure Questionnaire and Closing the Message at SAP
[Page 27]

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Opening the Customer System for Remote
Analysis by SAP Support
It is possible that SAP support uses a remote connection to analyze the customer's system in
order to solve a problem. In this case, you have to open the connection to the system for SAP
Support and give SAP Support the logon data for the customer system.
Prerequisites
You are in the support message.
SAP has assigned you the corresponding authorizations.
Activities
1. Choose Edit.
2. To open the line to the system for SAP Support, choose Action Open System for
SAP
You go to the Service Connections Overview in landscape management.
3. Open the respective connection.
4. To communicate the logon data of customer system to SAP Support, return to Work
Center Incident Management and in the respective message choose Action
Maintain Logon Data at SAP
5. On the Overview tab, set the status of the support message to Sent to SAP.
6. Save your changes.
More Information
Forwarding a Support Message to SAP [Page 22]

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Updating the Display of Support Messages from
SAP
You have forwarded a support message to SAP. Depending on the configuration of the
system, the support messages displayed in Work Center Incident Management are updated
automatically, for example, every fifteen minutes. If SAP Support has suggested a solution
that is not yet displayed, you can update the display manually.
Prerequisites
SAP Support has replied to a support message that you have forwarded.
You are in the support message.
Activities
1. Choose Edit.
2. Choose the Action Update Message from SAP
More Information
Forwarding a Support Message to SAP [Page 22]

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Tracing SAP Measures
You have forwarded a support message to SAP and want to trace who processed the support
message at what time and which actions he or she has performed.
Prerequisites
You have forwarded a support message to SAP.
You are in the support message.
Activities
1. Choose Edit.
2. Choose Action Display Action Log at SAP .
This takes you to the action log of the support message.
More Information
Forwarding a Support Message to SAP [Page 22]

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Calling up the Positive Call Closure Questionnaire
and Closing the Message at SAP
To enable SAP to improve support, you are prompted to provide feedback regarding the
processing of the message by SAP Support and to close the support message at SAP
Support once a support message is finalized.
Prerequisites
SAP Support has replied to a support message with a suggested solution.
The member of your support organization responsible has tested and evaluated the
proposed solution.
You are in the support message.

You can call and send the PCC form independently of the status of the SAP support
message. Ensure that the solution has been tested.
Activities
1. Choose Edit.
2. Choose Actions Create Positive Call Closure .
You go to the SAP Support Portal PCC form.
3. Write your feedback and choose Send.
Your feedback is saved in the SAP Support Portal.
4. Choose Actions Close SAP Message
On the SAP Data tab, the SAP status of the support message is set to Solution
Confirmed and the process is complete at SAP.
5. To inform the user or customer of the suggested solution, choose the Suggested
Solution status on the Overview tab.
6. Save your changes.
The user status of the support message is set to Suggested Solution.
More Information
Forwarding a Support Message to SAP [Page 22]

28. (C) SAP AG HELPX.SVSMGSER 28
Executing Enhanced Functions in Expert Mode
You want to execute enhanced functions, for example,
E-mail information to the customer
Update the solution database
Show the document flow
Prerequisites
You are in a support message.
You are authorized to work in expert mode.
Activities
1. Choose Edit.
2. Choose Action Expert Mode .
You go to the message processing expert mode.

29. (C) SAP AG HELPX.SVSMGSER 29
Recording Support Effort as a Support Employee
You can record the effort, i.e. working time, which you invest in each service desk message
which you process as a support employee, or have already processed and confirmed.
You can open the message for which you want to record the effort, in the Incident
Management work center, or in the SAP GUI from the Service Desk.
You can specify your own activity types.
Prerequisites
For the following functions, you must make the required settings in Customizing for SAP
Solution Manager under Scenario-Specific Settings:
if you want to open the message for effort recording in the SAP GUI, from the Service
Desk
if you want to use your own activity types for the effort recording
if you want to be reminded about effort recording, automatically, when you save a
message
You are processing the message for which you want to record the effort.

If you have opened the message in the SAP GUI from the Service Desk, you must
choose Call Time Recording.
If the automatic reminder function is active, this action is not available.
Procedure
1. Choose Edit.
2. Choose the Time Recording tab.
3. Choose Add.
The system adds a row, in which you can enter your data, to the list.
4. Enter your data in the following input fields:
o Activity Type: There are no default activity types, but you can specify your
own.

You can, for example, specify activity types for tasks, such as
“Analysis”, “Consulting” and “Support”, and record the times which
you have spent on each of them in message processing.
o Description: You can enter a short description.
o Time Spent: Enter the time spent processing the message.
o Time Unit: Minutes or Hours.
o Processor: The user is entered in this column automatically.

30. (C) SAP AG HELPX.SVSMGSER 30
o Processor Information: Via the link, you can display detailed information
about the processor assigned for this time.
o Changed On: The system puts the time the last effort was recorded, in this
column.
5. Choose Save.
You can record any number of times, and change them at any time.

If you have the role as a support employee in SAP Solution Manager, you can only
display and change times which you recorded for a message yourself.
If you have the role as an administrator in SAP Solution Manager, you can also
display all the times recorded for a message by other processors and record times for
another person.
For more information, see the SAP Solution Manager Security Guide on SAP Service
Marketplace at http://service.sap.com/instguides SAP Components SAP
Solution Manager <current release> .
More Information
For more information about reporting the times recorded, see Report: Effort for Service Desk
Messages [Page 43].

31. (C) SAP AG HELPX.SVSMGSER 31
Service Desk
This component processes internal support messages and can forward them to SAP Support.
Integration
In each project phase, your staff can, forexample, in the Blueprint and during the test phase,
create messages which you can manage centrally in the Service Desk. Your internal
customers (users or reporters) can alsocreate support messages from any SAP system. You
process these support messages centrally in the Solution Manager Service Desk
Features
Central Support Message Management
Create support messages directly from any transaction
Automatic capture of data of the system in which the support message was created:
o Installation number
o Installed software components
o Operating system
o Transaction
o Screen number
Automatic assignment of support message to support level
Central message processing in SAP Solution Manager:
o Display customer data, problem description, priority, attached documents,
Service Level Agreements (SLA)
o Assign processor
o Create notes and messages to the reporter and other processors
o Forward message to other processor or support units
o Create documents and URLs
o Attach documents
o Assign and monitor status
o Create a worklist by selection
Find and import SAP notes
Search for SAP notes in SAP Service Marketplace
Import SAP notes with SAP Notes Assistant
o Automatic corrections in ABAP source code
o Adjust changes to previously imported Support Packages
o Display all SAP notes which have been imported by the SAP Notes Assistant

32. (C) SAP AG HELPX.SVSMGSER 32
Internal solution database
You can search your internal solution database for problem solutions. The solution database
is delivered without symptoms and solutions. You create the internal solution database with
the functions Process Symptoms and Solutions (IS01) and Update Solution Database Index
(IS02). For further information about creating a user solution database, see under
http://help.sap.com/ -> SAP Customer Relationship Mgmt. -> SAP CRM 5.0 -> . Search
in the Search menu for “Customer Service (CS), Solution Database” -> Solution Database
.
SAP Support interface
The Service Desk is an interface between you and SAP Service & Support. You can forward
messages to SAP, and get problem solutions, in the Service Desk.
More Information
Using the Service Desk [Page 33] describes the process.

33. (C) SAP AG HELPX.SVSMGSER 33
Using the Service Desk
This process allows internal customers, users or problem reporters, to create support
messages directly from a transaction. Users or reporters can contact their service desk easily
in this way. The internal service desk can comprise several support units.
If an internal solution database is installed, the support staff member can enter symptoms in
it, to process the problem, and search for solutions. He or she can also search for SAP notes
in the SAP Service Marketplace. If the support staff member does not find a problem solution,
he or she can forward the support message to subsequent support units, or to SAP Support,
and monitor the progress of processing in the Service Desk.
Prerequisites
The Service Desk is configured for the Solution Manager according to the
configuration guide.
You have set-up the criteria by which an incoming support message is assigned to a
support unit, e.g. priority, category, region of creator, in the Service Desk
customizing. By default, the system assigns the support message to the support unit
for its SAP component. For more information, see SAP Hinweis 616946.
You have authorization for your Service Desk tasks as a support staff member. For
further information, see the SAP Solution Manager security guide in the SAP Service
Marketplace under http://service.sap.com/instguides SAP Components .
Process
1. The customer, user or main user creates a support message in one of the following
ways:
o in an SAP system via Help -> Create Support Message in the menu of a
transaction
o In the Messages or Service Desk -> Messages tab in the Solution
Manager system (SOLUTION_MANAGER)
2. The system automatically gets the system data for the support message.
3. The support message arrives in the Service Desk.
1. The system automatically assigns the support message to the appropriate
support level, for example, by SAP component, priority or support message
category.
2. The system automatically determines the associated business partners, for
example, customer, key user or support team.
3. The system creates a service process in the SAP Solution Manager.
4. If you have customized accordingly, the system checks whether contracts
have already been made for the installation and requester. Such a contract
can, for example, contain a Service Level Agreement (SLA), in which the
customer has been guaranteed certain services, for example maximum
response times.
If a contract is found, the support employee chooses the relevant contract
item, for example, Support, Consulting or Development.

34. (C) SAP AG HELPX.SVSMGSER 34
4. A member of the responsible support unit enters himself as the support employee in
the support message.
5. The support employee searches for a solution to the problem described by the
customer. He searches the Customer Solution Database [Page 39], if there is one.
6. If the support staff member does not find a solution in the customer solution
database, he searches in the SAP Service Marketplace for SAP notes [Page 39].
If the support employee finds a suitable SAP Note, he or she assigns it to the support
message. You can import and test SAP Notes with code corrections, directly into the
development or test system using the SAP Note Assistant. After successful testing,
the changes are transported to the quality assurance or production system.
7. If the support employee does not find a solution on SAP Service Marketplace, he or
she will create an internal memo in the customer message, with the measures taken
to find a solution in the support message, and forward it to subsequent support units,
if required.
8. If the next support unit cannot solve the problem either, the support employee adds
Information for SAP, and forwards it with its attachments to SAP Support [Page 41]
(SAP Support Portal).
9. SAP Support processes the message and sends it back to you with a proposed
solution or a further question, and an updated status.
You can monitor the status of the support message in your Service Desk.
10. The person responsible in the internal support organization, for example, the
Customer Competence Center, tests and evaluates the proposed solution.
11. The person responsible in the internal support organization confirms the solution and
calls up the positive call closure questionnaire.
12. Your internal support organization staff deliver the solution to the problem reporter,
along one of the available communication paths.
13. The problem reporter tests and confirms the solution.
14. If an internal solution database is installed, the support employee formats the solution
found, for it, to make it available to other support employees.

35. (C) SAP AG HELPX.SVSMGSER 35
Set-Up Message Creation in Web Browser
Users without access to an SAP system can create a message for their Service Desk in a
web browser, with the BSP application dswp_create_message. The system data for the
message is captured automatically in the background, and sent to the Service Desk in the
Solution Manager system.
Prerequisites
You have made the required settings in the SAP Solution Manager IMG.
Procedure
1. Call the (ICF) path to the BSP application dswp_create_msg input screen, in the
Internet Communication Framework [External] (transaction SICF):
/sap/bc/bsp/sap/dswp_create_msg/msg_new.do
2. You can create an Alias/Quick Link to the BSP application, to simplify calling it to
create messages. See Internal Aliases [External].
3. Enter any parameters. You can, e.g. specify default components to be displayed in
the message. For further information, see SAP Note 742691.
More Information
Internet Communication Framework [External]

36. (C) SAP AG HELPX.SVSMGSER 36
Create support messages with NOTIF_CREATE
Users in satellite systems can create messages and send them to the SAP Solution Manager,
with the transaction NOTIF_CREATE.
Procedure
1. Start the transaction NOTIF_CREATE.
2. Enter the following values in the Create Support Message dialog box:
o Priority
o System/IBase component
o Short and long text
3. Choose the Attachments tab to attach attachments.
4. Save your entries.
Result
You have created a support message.

37. (C) SAP AG HELPX.SVSMGSER 37
Process Messages in Service Desk
You process the messages which staff or customers have created in the Solution Manager
Service Desk.
Prerequisites
You are authorized for the Service Desk. For further information, see the SAP Solution
Manager security guide in the SAP Service Marketplace, under
http://service.sap.com/instguides SAP Components .
Procedure
1. Choose Tools -> SAP Solution Manager -> Solution Operation
(SOLUTION_MANAGER) in the SAP Easy Access menu.
2. Choose a solution landscape.
3. Choose Service Desk.
4. Display the message:
o To list open support messages, choose the variant All Open Messages ->
from the possible entries help, and Execute.
o To search for a message:
1. Choose Start Transaction Monitor and enter your selection criteria.
You go to the Service Transaction Monitor (CRM_DNO_MONITOR)
2. Select a message and Detail.
You go to the detail screen of the message
5. Choose the Minimize arrow, to show all details of the message.

To set-up display of all message details for your user, choose Extras ->
Settings -> General tab, and set the Narrow flag for the display type in the
Locator area.
6. Choose Change to process the message.
7. Choose a message processor from the possible entries help in the Reference area.
8. Choose Transaction Data.
9. Process the message in one of the following ways:
o Upload documents
o Create URLs and documents
o Search for solutions in the internal solutions database [Page 39]
o Search for solutions in the SAP Service Marketplace
o Automatic import of SAP notes with correction instructions:

38. (C) SAP AG HELPX.SVSMGSER 38
1. If you have found an appropriate SAP note with automatically
importable correction instructions, in the SAP Service Marketplace,
assign it to your support message.
2. Go back to the Service Desk.
3. Select the SAP note.
4. Choose Note Assistant in change mode.
5. Specify the RFC connection to the development or test system into
which you want to import the SAP note.
6. Import the note. The SAP Note Assistant help contains further
information.
7. Test the changes.
8. Transport the changes into your quality assurance or production
system.
You can discard unwanted changes with the SAP Note Assistant.
o Create messages to the reporter and other processors.
o Forward the support message to other processors and SAP [Page 41].
10. Choose Quick Entry and assign a status to the message.
11. Save your changes.

39. (C) SAP AG HELPX.SVSMGSER 39
Search for Solutions to Support Messages
You process the messages which staff or customers have created in the Solution Manager
Service Desk.
Prerequisites
You are in the detail screen of a support message in Service Transaction Monitor.
Procedure
Search for solution in SAP Service Marketplace
1. Go to change mode.
2. To search for SAP notes in the SAP Service Marketplace, choose Find Note in the
SAP Notes tab.
You go to the SAP Service Marketplace.
3. Logon to the SAP Service Marketplace.
The system uses your system data for the search.
4. Search for SAP notes with the search template
5. To assign an SAP note which you have found, to the support message, select it and
choose Copy Data.
The system copies the note number and short text to the SAP Notes tab, and closes
the browser window.
6. To display an assigned SAP note, select it in the SAP Notes tab, and choose Display
Note.
7. Leave the SAP Service Marketplace by closing the browser window.

You can import SAP notes with correction instructions, into your systems,
automatically. For further information, see Process Messages in the Service
Desk [Page 37].
Search for solutions in the solution database
If you have not found an appropriate SAP note for your problem, search for a solution which
has already been documented in your solution database.
1. Go to change mode.
2. Choose Search SDB in the Solution Database tab.
The system copies the support message short text automatically as search criterion.
3. Specify your search criteria and choose Continue.
The system shows you the existing symptoms and solutions for your support
message. You can copy these solutions into your support message.

40. (C) SAP AG HELPX.SVSMGSER 40
Copy Support Message into Solution Database
Prerequisites
You have made the settings required to set-up a solution database, in the IMG.
You may have specified which contents the system automatically copies from the
support message into the solution in the solution database, in the BADI
BADI_AISDK_LINK_TO_SDB. By default, the system copies the message
description.
You are in a message.
Procedure
1. Go to change mode.
2. Choose the action Create Solution in Solution Database.
3. Save your changes.
The system automatically copies the following support message details into the
solution database:
o Description (short text)
o Further details according to your settings in the BADI
BADI_AISDK_LINK_TO_SDB.
4. To put attachments and notes into the solution, select them in the Attachments and
Notes tabs.
5. Enter the required data.
6. Copy some or all message texts with Add Message Texts.

o The system only shows the texts for whose text type you are authorized
in authorization object CRM_TXT_ID.
o When you copy a problem or solution into the solution database for the
first time, you can specify, user-specifically, which text types the system
suggests by default, for copying message texts, e.g. the support
message answer, with Settings.
7. Save your changes.
You can process the problem solution further, in the solution database.

41. (C) SAP AG HELPX.SVSMGSER 41
Forward Support Message to SAP
If you can neither process a support message yourself, nor find a solution for it in SAP notes
or in your solution database, forward it to SAP support.
Prerequisites
You are in the detail screen of a support message in Service Transaction Monitor.
Procedure
1. Write Information for SAP in the Overview tab.
2. You can attach documents to the support message, in the Documents tab.
3. Choose Actions.
4. Choose Send Message to SAP from the drop-down list.
5. Save your changes.
The system sends the support message when you save.
Result
You can monitor the procedure in the SAP Attributes tab:
o You see the SAP Support Portal message number for the procedure.
o You can monitor the status.
When you have sent the message to SAP, you can open your system for SAP
Support from the message with Actions -> Open System for SAP .

42. (C) SAP AG HELPX.SVSMGSER 42
Call Positive Call Closure Questionnaire
After closing a support message, you are asked for your feedback about the SAP message
processing, to help SAP improve the support.
Prerequisites
SAP support has processed a support message which you sent to SAP, and returned
it to you with a proposed solution and an updated status.
The member of your support organization responsible has tested and evaluated the
proposed solution.
The problem reporter has tested and confirmed the solution.
The Service Desk processor has completed the message, and you have been
informed, with an SAP message number.
You are in the detail screen of the support message in Service Transaction Monitor.
You are authorized to logon to the SAP Support Portal.

You can call and send the PCC form independently of the status of the SAP support
message. Ensure that the solution is tested and confirmed.
Activities
1. Display the SAP support message processing details, in the SAP Data tab.
2. Choose Change.
3. Choose Actions Create Positive Call Closure .
You go to the SAP Support Portal PCC form.
4. Write your feedback and choose Send.
Your feedback is saved in the SAP Support Portal.

43. (C) SAP AG HELPX.SVSMGSER 43
Report: Effort for Service Desk Messages
This report lists the time spent processing service desk messages, as recorded by the
support staff.
For more information about recording the effort expended, see Recording Support Effort as a
Support Employee [Page 29].
Prerequisites
You have the role as an administrator in SAP Solution Manager.
For more information, see the SAP Solution Manager Security Guide on SAP Service
Marketplace at http://service.sap.com/instguides SAP Components SAP Solution
Manager <current release> .
Features
Selection
Selection criteria Restriction by
Last Change Time period during which the message was last changed
Priority
Messages which have this priority, and have never had a higher
one
Transaction Type Messages of a specified transaction type
Only Completed
Messages
Messages with the status Confirmed
If you do not check this box, all messages are reported.
Message Number Message with a specified message number
System ID Messages with a specified system ID
Installation Number Messages with specified installation number
Category Messages of a specified message category
Subject Messages about a specified subject
Output
The list shows a message per row, with the most important data, and the sum of the times
which all support providers have recorded per message.
Activities
To call the report, on the SAP Easy Access screen, choose Administration Effort
Reporting Calculate effort for messages .

44. (C) SAP AG HELPX.SVSMGSER 44
Using an External Service Desk
Use this process if your support organization is divided into several levels. Your SAP experts
support SAP applications in the SAP Solution Manager Service Desk. Use an external service
desk from a third-party supplier to support non-SAP applications, e.g. general IT problem
messages. This process describes how the two service desks work together.
Prerequisites
You have configured the Service Desk using the IMG.
You have authorization for your Service Desk tasks. For further information, see the
SAP Solution Manager security guide in the SAP Service Marketplace under
http://service.sap.com/instguides SAP Components .
You have connected an external Service Desk to your SAP Solution Manager. For
further information, see Connecting an External Service Desk [Page 46].
Process
Scenario A: Starting from the external service desk
1. The customer, user or reporter creates a support message in the external service
desk.
2. A member of the support unit responsible processes the support message in the
external service desk.
3. He classifies the support message as an SAP application problem and forwards it to
the Solution Manager Service Desk.
4. The system creates a corresponding message in the Solution Manager Service Desk.
5. The SAP expert processes the support message in the Solution Manager Service
Desk.
6. The external service desk staff send additional processing information.
The system copies the information automatically.
7. The SAP expert sends the support message back to the external service desk with a
proposed solution or for further processing.
8. The external service desk processor puts the support message back in processing.
9. The external service desk processor sends the support message to the problem
reporter, with a proposed solution.
10. The problem reporter tests and confirms the solution.
The system closes the message in the external service desk and in the Solution
Manager Service Desk.
Scenario B: Starting from the Solution Manager Service Desk
1. The customer, user or reporter creates a support message in the Solution Manager
Service Desk.
2. An SAP expert processes the support message in the Solution Manager Service
Desk.

45. (C) SAP AG HELPX.SVSMGSER 45
3. The SAP expert decides that the support message is not an SAP application problem,
and forwards it to the external service desk.
4. The system creates a corresponding message in the Solution Manager Service Desk.
The Solution Manager Service Desk shows the processing status of the message as
In External Processing.
5. The external service desk staff process the support message in the external service
desk.
6. The SAP expert sends additional processing information.
7. The SAP external service desk staff send the support message back to the Solution
Manager Service Desk, with a proposed solution or for further processing.
The system updates the support message in the Solution Manager Service Desk.
8. The SAP expert processes the support message in the Solution Manager Service
Desk again.
9. The SAP expert sends the support message to the problem reporter, with a proposed
solution.
10. The problem reporter tests and confirms the solution.
The system closes the message in the Solution Manager Service Desk and in the
external service desk.

46. (C) SAP AG HELPX.SVSMGSER 46
Connect an External Service Desk
You connect one or more external service desk to the Solution Manager service desk, to have
different tools for different levels of your support organization. Possible uses::
An external service desk of a third-party supplier is used for general IT problem
messages, and the Solution Manager service desk for the solution of SAP application
problems.
The Solution Manager systems of customers of a service provider are connected to
the service desk of the service provider, as external service desks, to be able to
exchange support messages.
Integration
The SAP Solution Manager provides an interface, via which you can connect one or more
service desks from third-party suppliers or other Solution Manager systems. You can
exchange support messages between the Solution Manager service desk and external
service desks, in both directions, via this interface.
There is a technical description of the interfaces in the SAP Service Marketplace, under
www.service.sap.com/solutionmanager Media Library Technical Papers .
Prerequisites
You have made the required settings in the SAP Solution Manager IMG, under
SAP Solution Manager Configuration Scenario-Specific Settings Integration
of Non-SAP Products External Service Desk .
You have made the required Solution Manager customizing settings, under
Scenario-Specific Settings Service Desk .
Features
If you have connected an external service desk, the following additional functions are
available in message processing:
Action functions:
o Send to External Service Desk: Forward a message to an external service
desk, for processing.
o Synchronize with Ext. Service Desk : Refresh message in external service
desk. The information is transferred, without changing the processing status.
o Send Solution to Ext. Service Desk Forward the message to external service
desk with a proposed solution.
Additional status of support message in the Context tab:
o In External Processing: The message is processed in the external service
desk.
o In Internal Processing: You process a message which was sent from an
external service desk.
o Get Proposed Solution. You have received a proposed solution from an
external service desk.

47. (C) SAP AG HELPX.SVSMGSER 47
o Proposed solution sent. A proposed solution has been sent to an external
service desk.

To display the number and processing status of an external support message in the
Solution Manager service desk, choose the Context tab under Procedure Data, in
message processing.

If several external service desks are connected, you are prompted to choose the one
to which the support message is to be sent.

48. (C) SAP AG HELPX.SVSMGSER 48
Ensuring Operation as Administrator
As administrator, you might have to perform the following actions to ensure that Incident
Management works:
Identifying Errors in Incident Management Customizing [Page 49]
Automatically Creating System Users or Business Partners [Page 50]

49. (C) SAP AG HELPX.SVSMGSER 49
Identifying Errors in Incident Management
Customizing
Problems using the Incident Management are often the result of incorrect or missing Incident
Management customizing settings. Use the program Service Desk: General Settings to get
the customizing settings for the various areas of the Incident Management. SAP Support does
not then need to logon to your system.
Activities
1. EnterAI_SDK_CUSTOMIZING_LISTING in the input field program, in your message
system, in the ABAP Editor (SE38), and choose Execute.
The system shows your basic Service Desk customizing settings, for example,
whether you have used the SAP default, or changed customizing, in a document
2. You or SAP Support analyze your Incident Management customizing settings, using
this report.
3. Check the customizing, and add or correct table entries, in the IMG.

50. (C) SAP AG HELPX.SVSMGSER 50
Automatically Creating System Users or Business
Partners
To ensure that the users of the managed systems can, for example, check the processing
status of support messages in Solution Manager, they must be created as system users and
business partners in Solution Manager. Report AI_SDK_USER_BP_GEN determines new
system users in the managed systems.
You have the following options here.
Synchronize Solution Manager with the managed systems and list new system users:
o As administrator, check in which managed systems new system users exist.
o As SAP partner, you check which managed systems there are for a customer
and/ or which new system users exist in a customer's managed systems.
If your security policy permits it, you can automatically create or update new system
users and business partners in Solution Manager.

Create a variant and schedule the report as a weekly background work process.
Prerequisites
The ST-PI plug-in is installed in the managed systems.
You have an SE38 authorization.
System users who you want to create in Solution Manager, must be created with an
e-mail address in the managed system because the e-mail address is the central user
identification feature.
Activities
Starting the Report
Transaction SE38.
You go to the ABAP editor.
1. In the Program input field, enter AI_SDK_USER_BP_GEN and choose Execute.
This takes you to a screen in which you specify the execution options for the report.
Executing the Report
1. To display all details, select the Report Details check box.
To display only called RFC connections, summaries of subfunctions and error
messages, remove the checkmark.
2. To also display invalid users, to whom no e-mail address is assigned in the managed
system, remove the checkmark from the Do not display skipped entries field.
3. Enter the selection date. The report checks which users have been added since the
entered date. The system date is set as the default.

51. (C) SAP AG HELPX.SVSMGSER 51
4. Under RFC Options you specify which RFC destinations the report is supposed to
take into account.
5. If no RFC connections have been generated [External] between SAP Solution
Manager and the managed systems of the solution landscape or they are not sure
whether the table that manages the system landscape in Solution Manager is filled or
synchronized using SMSY, select the Call RFCs using SMSY check box.
6. To use enhanced authorizations to search for system users, select the Also use
trusted RFCs check box.
Choose this option, for example, if the report did not find the expected system users.
7. Choose Execute.
The report checks the RFC connections to the managed system and, depending on
the execution option, also displays the following information:
o Which systems were not reachable for which reasons (for example, no
current ST-PI plug-in installed)
o The total number of new users in each managed system, which can be
processed further
o Which new users could be identified using an e-mail address and are
therefore valid
The valid users are selected and can be automatically created as system
users in Solution Manager.
The report cannot create system users to whom no e-mail address is
assigned in the managed system as system users and business partners in
Solution Manager.
o Which new users have already been created as system users and business
partners in Solution Manager.
If a business partner has already been created, the report checks whether
the identification numbers in Solution Manager and in the managed systems
match.
If the identification numbers do not match, the report adds the correct
identification number in Solution Manager.
If Solution Manager is operated by an SAP partner and data separation is
active, the customer number is added in addition to the identification number.
The report shows the result in a simulation. To actually update business
partners, you have to execute the report again with the execution option
"Update Business Partners".
o Which new system users and business partners the report would create
because they have not been created in Solution Manager yet
The report shows the result in a simulation. To actually create the system
users and business partners, you have to execute the report again with at
least one of the execution options "Create System Users" or "Create
Business Partners".
o Whether central user administration (CUA) is active
If CUA is active, the CUA master system is displayed. In this case, the report
does not create system users in Solution Manager but in CUA.

52. (C) SAP AG HELPX.SVSMGSER 52
Automatically Creating System Users or Business Partners

Select the check boxes for the automatic, unchecked creation of system users and
business partners only if your company's security policy allows this. If not, create the
system users and business partners manually.

You can only manually undo the creation of system users and, in particular, business
partners, with corresponding manual work.
1. To create business partners automatically, select the Create Business Partner (BP)
check box.
To ensure that newly created business partners can log on to Solution Manager, they
must also be created created as system users.
2. To update the identification numbers of already created business partners, select the
Update Business Partners (BP) check box.
3. To create system users automatically
o Select the Create System User check box
o Define the options for generating the system users:
 Enter the name of a template user and/or a reference user.
 Specify whether the system user is sent his or her password for
logging on to Solution Manager by e-mail.

Select the Create info mail for new user check box only if
your security policy allows passwords to be send by e-mail.
4. Choose Execute.
Depending on the settings, the reports creates system users and business partners
or executes business partners.
More Information
Generating RFC Connections [External]