SAP Solution Manager for Software

Partners

Applicable Releases:

SAP Solution Manager 7.1 SP05

Version 1.0

August 2012

SAP Solution Manager

Configuration Guide

Configuration Guide

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Document History

Document Version Description

1.00 First official release of this guide

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1

Table of Contents

1. Overview - Integration of Software Partner’s in SAP’s Support Ecosystem4

1.1 Big Picture ................................................................................................... 4 1.2 Covered Processes ........................................................................................ 4

1.2.1 Incident Process ................................................................................ 5 1.2.2 Remote connection to customer systems .............................................. 6 1.2.3 SAP Notes Creation ............................................................................ 7

2. Prerequisites ............................................................................................ 8

2.1 Sizing.......................................................................................................... 8 2.2 Installation of the SAP Solution Manager ......................................................... 8 2.3 Set up a network connection to SAP ................................................................ 8

3. Solution Manager Setup ........................................................................... 9 3.1 Check for sufficient User rights ....................................................................... 9 3.2 System Preparation ...................................................................................... 9

3.2.1 Step 1 Create Users ........................................................................... 9 3.2.2 Step 2 Check Installation .................................................................. 10 3.2.3 Step 3 Implement SAP Note .............................................................. 11 3.2.4 Step 4 Configure Connectivity ........................................................... 11

3.3 Basic Configuration ..................................................................................... 12 3.3.1 Step 1 Specify Solution .................................................................... 12 3.3.2 Step 2 Specify User and Connectivity Data .......................................... 12 3.3.3 Step 3 Specify Landscape Data .......................................................... 13 3.3.4 Step 4 Configure Manually ................................................................ 13 3.3.5 Step 5 Configure Automatically .......................................................... 13

4. Configuration ITSM for Software Partner Scenario ................................ 14 4.1 Prepare Transaction Type ............................................................................ 14 4.2 Specify Transaction Type ............................................................................. 15 4.3 Classify Transaction Type ............................................................................ 15 4.4 Prepare Business Role for Web Client UI ........................................................ 16 4.5 Assign Business Role to Message Processor .................................................... 20 4.6 Create Business Partner for Message Processor .............................................. 20 4.7 Service Desk Configuration in Solution Manager IMG....................................... 21

4.7.1 Enable Transaction Type for Web Client UI .......................................... 22 4.7.2 Create Users ................................................................................... 23 4.7.3 Maintain Table AISUSER ................................................................... 24 4.7.4 Schedule Job AI_CRM_IM_UPDATE_FROM_SAP_ISV ............................. 24

5. Test message synchronisation ............................................................... 31

6. Useful Additional Configuration Steps .................................................... 34

6.1 Configuration of Remote Connection to customer............................................ 34 6.2 Creation of SAP Notes out of SAP Solution Manager ........................................ 34 6.3 Service Desk enhancements ........................................................................ 35

6.3.1 E-Mail Notification ............................................................................ 35 6.3.2 Find support team responsible ........................................................... 35 6.3.3 Configuration Web UI ....................................................................... 37 6.3.4 Modify standard table view ............................................................... 37 6.3.5 Search Variants in Web UI ................................................................ 38

7. Related Information ............................................................................... 38

7.1 Information Area in SAP Support Portal ......................................................... 38 7.2 FAQ (in SAP Support Portal) ......................................................................... 38

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8. APPENDIX .............................................................................................. 38

8.1 Roles: ....................................................................................................... 38 8.2 User: ........................................................................................................ 41

8.2.1 Check S-User Authorization ............................................................... 42 8.3 Business Partner: ....................................................................................... 42

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About this guide

This guide describes the basic concepts of SAP Solution Manager for Software partners, and the main steps to install and configure the SAP Solution Manager. We strongly recommend to use this guide in conjunction with further documentation at http://service.sap.com/sw-partner that provide use case demos, FAQs, demos.

History of Changes

Make sure you have the latest version of the Configuration Guide.

The following table provides an overview of the most important changes that were made in the latest versions:

Date of Update Topic

Documentation types in the software life cycle:

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1. Overview - Integration of Software Partner’s in

SAP’s Support Ecosystem

1.1 Big Picture

An evolving ecosystem is one of the key elements of innovation and providing customer-tailored solutions for all industries and market segments. Within this ecosystem, an increasing number of services (for example solution management or issue resolution including root-cause analysis) are distributed across the

ecosystem.

Software partners provide own products that enhance SAP products. In order to operate, support and optimize the complete customer landscape, the partner products have to be integrated into the application

management platform at customer side, the SAP Solution Manager. In addition partners have to be integrated into support processes, e.g. Incident Management.

SAP Support Ecosystem – Basic Concepts and processes

SAP‟s global Service Backbone consists of the SAP Service Marketplace – a central knowledge hub

available and the SAP Solution Manager – a customer‟s personal access point to SAP‟s Service and Support Organization. Both are integrated into the SAP Service Backbone building a powerful Ecosystem.

SAP‟s Support Ecosystems supports more than 30.000 customers, 12.000.000 user with over 84.000 installations reaching in a worldwide network of Support Centers with more than 3,000 employees in over 40 countries. Key factors of success are:

Integrated and transparent incident management process is available for all customers

Remote connection can be established to all customers (fully controlled by customer)

All customers have access to SAP‟s knowledge hubs (e.g. SAP Notes Search, Online Documentation, Wikis,

Forums, …)

To leverage these benefits to the partner community, the SAP Support Ecosystem is being extended by integrating the partners.

SAP Solution Manager manages a customer‟s entire Solution Landscape

SAP Solution Manager is SAP‟s Application Management platform that manages a customer‟s entire Solution Landscape. SAP Solution Manager is able to supervise SAP components as well as non-SAP software. A prerequisite for application management and support processes is the documentation of the business process used in customer‟s system, including the underlying technical infrastructure. SAP Solution Manager is able to collect data from any connected system included in the landscape automatically. It is crucial to extend the time-tested technology and to cover partner products as well. This is why SAP introduced the “SAP Solution Manager Ready” guidelines as part of the certification for

Software Products, which is done by SAP Integration and Certification Center.

Find more information about the SAP Integration and Certification Center

https://www.sdn.sap.com/irj/sdn/icc

Find more information about the SAP Solution Manager Ready at:

https://www.sdn.sap.com/irj/sdn/icc?rid=/webcontent/uuid/50545502-22ef-2910-3f90-f3983720d0a1

The benefits for customers that use software of partners that comply with SAP Solution Manager Ready guidelines are:

A deployed partner‟s Solutions is known to SAP Solution Manager (at customer side) - including version information - without manual effort

In case of a problem within the partner solution, SAP Solution Manager Diagnostics (part of SAP Solution Manager that enables a technical root-cause analysis in case of malfunctions) can access error, log and trace files of the partner product.

1.2 Covered Processes

Briefly, SAP to enable customer‟s IT organizations in a way, that they have powerful tools to help themselves efficiently.

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In case an issue occurs in a customer landscape, customer‟s support organization can access SAP‟s knowledge hub, in order to find knowledge items (e.g. SAP Notes, online documentation, how-to guides, forums, wikis, etc.) that provide a solution for the reported issue.

If required, customer‟s support organization begins by carrying out a root cause analysis. If the issue

cannot be clearly assigned to a customer solution component, SAP Solution Manager uses cross component diagnostics to directly identify the component that is responsible for the problem. This powerful function systematically helps to target the cause of the error and hence to avoid having to perform detailed root cause analysis on multiple components.

In case the root cause of an issue cannot be identified and solved, an incident is forwarded to SAP. SAP will work on the issue, if required a remote connection to customer‟s SAP Solution Manager Diagnostics or dedicated servers in the landscape can be established.

Hint: Customer is under full control of remote connections and every customer has full control of the established connections and opens the connection upon.

If SAP is not capable or in charge to resolve the issue within the partner‟s software extension, the incident is forwarded to the partner. The incident can then be received by SAP Solution Manager at partner side, which checks regularly for new or updated incidents. Support experts at the partner, can then directly communicate with the customer via the incident and provide a solution. In case required, partner can

connect remotely to customer‟s landscape. The security constraints are the same as mentioned above.

Web AS 7.0

ABAP JAVA

PartnerCustomer

SAP Solution

Manager

SAP Solution

Manager

SAP Global

Service

Backbone

Forward

IncidentIncident

1

2

Remote Access

SAP

Exten-

sion of

partner

Integration in Root

Cause Analysis

Solution Manager

Diagnostics

Support Infrastructure: Customer, SAP,

Software Partner

1.2.1 Incident Process

Customer creates an incident via the SAP Support Portal or the Service Desk included in SAP Solution Manager (at customer side). During creation of an incident, a customer selects the area in the software in which an incident occurs, the so-called “component”. The component is selected from a list. For partner

extensions own components are defined and offered to customers, e.g.

XX-PART-ABC* for OEM partners

XX-PART-EBS-ABC* for EBS partners

* “ABC” is specific to each partner

The incident arrives in SAP‟s central systems where it is processed. For incidents related to partner issues SAP may provide first and second level support, details reside to the contractual situation between SAP and the partner.

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In case SAP does not provide support, or SAP has fulfilled the support tasks, the incident is prepared to be received by the SAP Solution Manager. Partner‟s SAP Solution Manager, checks regularly for new or updated incidents and receives the incident.

Incident process with partner involvement –

Process flow

Customer

Support Portal

Solution Manager

Service Desk

Partner

SAP Global Support

Backbone

Incident Incident

Solved

Incident

Solved

Incident

Process

Customer creates incident (via SAP Support Portal or own SAP Solution Manager) and sends

it to SAP

Incident is processed at SAP (optional step)

Partner receives incident with SAP Solution Manager and works on solution

Partner solves incidents (and interacts directly with customer)

Prerequisite: In order to exchange incidents with the SAP Service Backbone, a partner has to establish a network connection once. Various network connection types are available. Find details in SAP Support

Portal at http://service.sap.com/access-support

1.2.2 Remote connection to customer systems

Remote access interlinks customer‟s network with SAP‟s backbone and accelerates issue resolution and

delivery of support services and reduces costs. Remote access is essential to provide fast and efficient support.

Using SAP Solution Manager, partners can benefit from these capabilities. In case an incident is on partner side and a customer opened a remote connection, partner is able to establish a remote connection to the landscape of the customer. The network connection is initiated on partner side and tunneled through the SAP Service Backbone, reaching the customer landscape.

The given network connection (used to exchange incidents between the partner and the SAP Service Backbone) is used to establish the remote connection.

It is planned to include the following connection types in the scenario:

SAP GUI connection (“standard” connection to an SAP system)

Netviewer – a collaboration tool that enables the connection to a desktop in the customer landscape.

Netviewer provides application sharing, including voice and video channel.

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1.2.3 SAP Notes Creation

SAP Notes are available online for all SAP customers. SAP Notes describe known issues and available solutions to the issues. They may include FAQs on how to configure and set up use of a solution.

Partners will get access to the SAP Notes database and create SAP Notes concerning partner‟s enhancements. These Notes can then be used by all SAP customers and will enable them to support an SAP Solution including partner extensions efficiently.

In order to ensure a high quality for SAP Notes, a so-called “dual control principle” is used within SAP. That means an SAP support expert creates an SAP Note. It has to be reviewed and approved by a second

expert, before it is released to customers. This principle is extended to the partner community. It requires to experts at partner side to create a Partner Note which is reviewed by an SAP expert before it is released and visible to all customers.

Partner Notes – Overview process flow

Customer

SAP Global

Service Backbone

Service Desk

Create Partner

Note

SAP Service Marketplace

Review & Release

Partner NoteSAP Notes Database

Partner

SAP Notes Search

Access, Search

and Display

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2. Prerequisites

2.1 Sizing

Sizing will tell you the hardware requirements for a given SAP solution, in this case the SAP Solution Manager. It is advisable to size the requirements of a desired solution before ordering the product, so possible required, additional hardware can be purchased in time. Detailed documentation on this topic and a sizing tool can be found online in the SAP Service Marketplace at https://service.sap.com/sizing.

2.2 Installation of the SAP Solution Manager

In order to perform the configuration described in this documentation, SAP Solution Manager has to be installed first. Detailed instructions for installing the Solution Manager can be retrieved in the installation

guides section of the SAP Support Portal at https://service.sap.com/instguides.

The prerequisite is to have basis SAP Administration experiences.

2.3 Set up a network connection to SAP

Before you can start configuring the Solution Manager you have to set up a remote connection between SAP Solution Manager and SAP. This is necessary since specific data from SAP is needed for the correct configuration and because a regular data exchange between you and SAP is required for using the Solution Manager. A detailed description of setting up a remote connection is located in the access section of the

SAP Support Portal at https://service.sap.com/access-support.

The prerequisite is to have basis SAP Administration experiences.

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3. Solution Manager Setup

The next configuration steps for Solution Manager Setup are doing not explain the complete Solution Manager Setup. Only the minimum configuration in scope for ITSM-ISV-Scenario is covered by the following steps.

3.1 Check for sufficient User rights

Check the authorizations of your user: For being able to do the first step of the configuration, a user with comprehensive user rights is needed. These authorizations include the user maintenance (authorization object S_USER*). A possible solution is to assign the SAP_ALL profile to the user.

To check if SAP_ALL profile is assigned to the user, start transaction SU01 (User Maintenance) enter the

name of your current user open the user in display mode (F7) navigate to the profiles tab check

whether the profile SAP_ALL is assigned () when the profile is not assigned switch to change mode and assign the SAP_ALL profile save the user

Fig.1 SAP_ALL profile in user maintenance

Configuration Steps

Start of the transaction: SOLMAN_SETUP

It will follow a message asking whether the Web Dynpro services should be activated or not. Answer this

question with yes.

Fig.2 Activation of the web dynpro services

3.2 System Preparation

3.2.1 Step 1 Create Users

Choose the system preparation on the left site of the screen.

Step 1 - Create Users will follow automatically. Switch into edit mode by clicking the Edit button on the Top of the screen Create the users as they are described by pressing “Create all Users”

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Fig.3 Create all Users

It will follow a dialog window asking for the new passwords of the users SOLMAN_ADMIN and SMD_ADMIN. Provide the new passwords and note them.

The following steps can be implemented by the just created user SOLMAN_ADMIN as an

alternative you can do this also with the already used user with the SAP_ALL profile.

3.2.2 Step 2 Check Installation

The second step subdivides into different parts in which manual steps have to be performed. The correct implementation of the manual step is stated by a drop down menu. When a step is not necessary for the

ISV scenario the selection can be set to “Performed” even if the step was not.

Check TMS Configuration: this step is not required

Check Profile Parameters: Click on “Start Transaction” (alternatively use transaction RZ10 in ABAP-GUI) choose the instance profile Extended Maintenance Create Parameter(F5):

Now the following parameters have to be created:

Parameter Name: rdisp/elem_per_queue

Parameter Value: 4000

Parameter Name: system/type

Parameter Value: DS

Other changes are not necessary or the parameters are already set in an appropriate way

Fig.4 Selection of the instance profile

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Fig.5 creation of the first parameter

Check License Key: Does not need to be checked, should be set correct

Check Software Prerequsites: Does not need to be checked, should be set correct

Check System Landscape Parameters: Does not need to be checked, should be set correct

Check Service Connection: Check of the SAPOSS-RFC connection: Check Service Connection ABAP

Connections choose SAPOSS Menu Utilies Test please perform here the connection test and

afterwards the authorization test.

Fig.6 Selection of the SAPOSS-RFC connection

Fig.7 Verification of the connection by performing an connection and authorization checkÜberprüfen der Verbindung durch Authorization und Connection Test

3.2.3 Step 3 Implement SAP Note

In the following steps the update of the SAP notes will be performed

Start the note download by pressing „Start Download“ start the „SAP Note Assistant“ Launch Post

Processing

3.2.4 Step 4 Configure Connectivity

Step 4.1 Configure Web-Dispatcher: Webdispatcher does not need to be configured Next

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Step 4.2 Set Authentication Types for WS: Start WebDynpro Simplified Service Configuration Tab API Settings check all 3 of the checkboxes

Fig.8 Setting of the Authentication Methods for the API

Step 4.3 Enable Web Services: Enable Web Services Execute Selected

Any further configuration is not necessary in the system preparation part.

3.3 Basic Configuration

Select in the left part of the window the Basic Configuration and switch into the edit mode.

3.3.1 Step 1 Specify Solution

Define a solution and press “Create”. By default a correct definition is entered and can be used.

3.3.2 Step 2 Specify User and Connectivity Data

Step 2.1 Specify Connectivity Data: Enter the S-User and the corresponding password.

Step 2.2 Specify SAP BW System: Choose the first option and click “Next” (SAP BW is located inside of the SAP Solution Manager client)

Step 2.3 Set Up Credentials:

Enter the user data of the administrative user that was created in step 1 of the system preparation (standard name of the user is SOLMAN_ADMIN)

Fig.9 Enter the credentials of the SOLMAN_ADMIN user

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Step 2.4 Create Users:

Select the first user in the table (SAPSUPPORT) and enter the new password in the box at the bottom do not change the roles go further by click on “Execute”

Select the second user in the table (SEP_WEBSERV) and enter the new password in the box at the bottom do not change the roles go further by click on “Execute”

Select the third user in the table (SMD_RFC) do not change the roles or the provided password go

further by click on “Execute”

Select the fourth user in the table (CONTENTSERV) do not change the roles or the provided password

go further by click on “Execute”

Select the fifth user in the table (BI_CALLBACK) do not change the roles or the provided password go

further by click on “Execute”

Select the sixth user in the table (SM_EFWK) do not change the roles or the provided password go

further by click on “Execute”

Step 2.5 Solution Manager Internal Connectivity:

Navigate to the point “Creates RFC connectivity” and press on “Execute Selected”

Go to step “Turn of Maintenance Mode” and perform the action by clicking on ”Execute Selected”

FIg.9 Creation of RFC connectivity

3.3.3 Step 3 Specify Landscape Data

Step 3.1 – Step 3.3 do not have to be implemented in the system – therefore please navigate to step 4

3.3.4 Step 4 Configure Manually

Navigate to point Service Content Update Configuration and click on start Web Dynpro press confirm in

the following screen

Further steps are not necessary in step 4

3.3.5 Step 5 Configure Automatically

This activity has to be started by clicking on “Execute All” some points will fail and therefore be marked

with a red traffic light. These Errors can be ignored

More actions are not required in the Basic Configuration part.

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4. Configuration ITSM for Software Partner

Scenario

After the installation of the Solution Manager certain configurations have to be made. Besides the basic

configuration steps every customer has to do there are a few additional changes you as a Software Partner have to make. The following chapter will illustrate what you have to do and how exactly this changes affect your system.

4.1 Prepare Transaction Type

Run the copy report „AI_CRM_CPY_PROCTYPE‟ with transaction SA38 to copy transaction type SMIS (SAP template) to ZMIS (Customer namespace).

Optional you can adapt the Description for transaction type and profiles. Press „Execute Button‟ to start the

copy procedure.

After copy procedure please check the log information if no error (red icon) occurs.

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4.2 Specify Transaction Type

Call transaction DNO_CUST04 to open „Service Desk Customizing‟ table ( and enter the transaction type ZMIS as value for parameter PROCESS_TYPE.

4.3 Classify Transaction Type

Classify in table AISDK_PROCTYPE the transaction type ZMIS for Scenario ‘Software Partner’.

Open table with transaction SM30 click on button „New Entries‟ to assign the settings.

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4.4 Prepare Business Role for Web Client UI

Transaction SPRO – Customer Relationship Management - Technical Role Definition - Define Navigation Bar Profile

Choose Nav Bar Profile „SOLMANPRO‟ and press „Copy‟ button.

Enter ZSOLMANPRO and press Enter to start the copy procedure.

Press Button „copy all‟ to continue the copy procedure.

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Confirm the following screens with marked Button to proceed the procedure.

Check if entries are copied.

Do not forget to save the changes to a transport request by pressing the „Save‟ button.

Navigate within SPRO to Customer Relationship Management - Technical Role Definition – „Define Role Configuration Key‟.

Mark the Role Config „SOLMANPRO‟ and press Copy button.

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Enter „ZSOLMANPRO‟ for Role Config. Press „Enter‟ to start copy process.

Check if entries are copied.

Transaction SPRO – Customer Relationship Management - UI Framework – Business Roles

Mark the Business Role SOLMANPRO and press the „Copy‟ Button.

Enter the marked settings and press Enter to start the copy process.

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Check if entries are copied.

Save the changes to a transport request by click on „Save‟ button.

Optional: Open Business Role maintenance view once again to adjust the Direct Link „Create Incident‟.

Choose Business Role ZSOLMANPRO and click on „Adjust Direct Link Group‟.

Then select Link Group „SM-CREATE‟ and click on „Adjust Direct Links‟

Set Direct Link „SM-IM-DC‟ on visible.

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4.5 Assign Business Role to Message Processor

Call transaction SU01 and open system user from message processor. Navigate to tab „Parameter‟ and maintain Parameter ID „CRM_UI_PROFILE‟ with value „ZSOLMANPRO‟.

4.6 Create Business Partner for Message Processor

Create a business partner for message processor. Call transaction BP_GEN and click on button „Add‟ and

choose SID from SAP Solution Manager. Afterwards all system users are listed on left-hand side.

Double-click on system user name to select the user (right-hand side). By clicking on „Create‟ button the Business Partner will be created.

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4.7 Service Desk Configuration in Solution Manager IMG

To begin the configuration Access the transaction SPRO to open up the SAP Solution Manager Implementation Guide

SAP Reference IMG

Navigate to the path like marked with follow screen.

This folder includes the configuration activities to activate ITSM-ISV-Szenario.

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4.7.1 Enable Transaction Type for Web Client UI

Run the marked activity.

Choose transaction type ZMIS and double click on Channel.

Press Button „New Entries‟ to assign the Channel „CRM WebClient UI‟.

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Save your change.

4.7.2 Create Users

Run the marked activity.

Create a software partner user, to be able to use the Service Desk as software partner specific functions.

1. Enter ISV in the field User.

2. Choose User -> Create.

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3. Enter ISV in the field Last Name und ISV in the field First Name.

4. Enter a new password in the Logon Data tab.

5. Save your settings.

4.7.3 Maintain Table AISUSER

1. Enter ISV in the field User. 2. Enter your own SAP customer number in the Contact Person field for identification at SAP. 3. Enter the logon user ID (SU01) of the processor in the field User. 4. Enter the S-user of the processor without s and leading zeros in the Contact Person field.

5. Save.

4.7.4 Schedule Job AI_CRM_IM_UPDATE_FROM_SAP_ISV

Schedule the background job periodically, every 15 minutes.

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Choose Job Wizard.

Choose Continue.

3. Enter the following data, and confirm with Continue:

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Job name: AI_CRM_IM_UPDATE_FROM_SAP_ISV

ABAP Program Step

27

ABAP program name: AI_CRM_IM_UPDATE_FROM_SAP_ISV

No additional steps by default

28

Immediate start

29

Period: quarter-hourly

30

Hourly

Complete

31

To check if the background job is running properly, you can use transaction “SM36”. Enter the report name and execute, so you will get to the background job log.

Once you have completed these steps, the Software Partner scenario Configuration is complete.

Now you should be able to receive customer messages that were created in SAP Service Marketplace on your component (e.g. XX-PART-ABC).

Please verify with your SAP Service & Support contact, that the autoforwarding in SAP Global Backbone system has been activated!!

5. Test message synchronisation

Logon to the Service Marketplace using the S- User id provided to you for testing. To create a message at

Service Marketplace please opens URL: http://service.sap.com/message.

Enter your S-User with password.

You should see follow screen (SAP Massage Wizard)

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At the SAP Message Wizard you have to select the system (left-hand side in tab „New Problem Solving Request‟) and then proceed with the message creation wizard to create the message.

Enter a search term and your specific ISV-Component Name (provides by SAP) and press Continue.

This Component Name is linked to your customer number.

In next screen press on „Create Message

Please check in follow screen if your ISV Component Name is maintained in field „Component‟.

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Enter a „Short Text‟ description and „Long Text‟ description. Press button „Send message‟.

The message will dispatch to ISV automatically by SAP concerning ISV specific SAP-Component name.

Wait 10 minutes until the message is automatically dispatched to the Partner.

The report AI_CRM_IM_UPDATE_FROM_SAP_ISV, see also chapter ‘4.7.4 Schedule Job

AI_CRM_IM_UPDATE_FROM_SAP_ISV’ load the message into SAP Solution Manager from ISV.

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6. Useful Additional Configuration Steps

After the Basic and the Scenario-specific Configuration have been completed there are some additional possible configuration steps. You don‟t have to follow these instructions but in general it is advisable to do so.

6.1 Configuration of Remote Connection to customer

To enable the Remote connection to a SAP customer are several organizational and technical steps necessary.

The latest information can be found in SAP note: http://service.sap.com/notes - 1124718

SAP Gui connection is available.

SAP Netviewer connection will be available soon.

6.2 Creation of SAP Notes out of SAP Solution Manager

Configuration steps in SAP Solution Manager for using SAP Partner Notes are not necessary. If you followed the steps in chapter 4.1. every processor will have a link in the left navigation area of his WorkCenter which gets on SAP Service Marketplace to create your own Partner Notes.

How to create and to approve Partner Notes is explained in a tutor. Find it here: http://service.sap.com/sw-partner.

Released notes can be found from the customer in Service Marketplace (http://service.sap.com/notes)

Or you can immediately link the note in the message and send it back to customer.

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6.3 Service Desk enhancements

6.3.1 E-Mail Notification

You can configure your Solution Manager so that every time a message with the status “new” is retrieved, an email is send to one address. Please note that this configuration requires you to have completed the Basic and Scenario Specific Configuration for Software Partners. Another prerequisite for this step is the complete configuration of the Simple Mail Transfer Protocol (SMTP). See SAP Note 691303.

6.3.2 Find support team responsible

You can activate a determination based on the component to a team. A team is group of several message processors. If a message is assigned to a team, it can be seen in the Work Center Inbox of each team member.

A: If you want to use this functionality you should deactivate the action:

If you don´t deactivate it, you might have the following error in the message action log.

The error has NO influence of the Software Partner process.

SPRO -> SAP Solution Manager Implementation Guide -> SAP Solution Manager -> Scenario-Specific

Settings -> Service Desk -> Service Desk -> Define Action Profile -> Change Actions and Conditions ->

Define Action Profiles and Actions

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Click on

Switch to change modus and mark action profile SLFN0001_ISV

Double Click in Dialog Structure at Action Definition

Set this action to inactive.

B: If you want to use this functionality, please refer to the tutor “Team determination” on http://service.sap.com/sw-partner. It gives a step by explanation of the configuration

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6.3.3 Configuration Web UI

It is possible to do adjustments on the User Interface by each user and by the administrator for all users. See how-to guides under http://service.sap.com/sw-partner .

6.3.4 Modify standard table view

It might be helpful to adjust the standard table view in the Work Center Inbox.

This is how it looks by default

Click on “Settings” to make your own adjustments and save them.

In the hidden columns select “processor (name)” and “reporter (name)” and add them into the displayed columns. Delete “created by” from the displayed columns.

Save it as your personnel view (you can set it to default).

An administrator could do these settings also for all users, please refer to chapter 6.1.3.

Prerequisite is a BADI that has to be activated:

Go to transaction SE37 enter „ENH_BADI_IMG_ACTIVITY_TOGGLE“ execute (F8) enter

AI_SDK_CRM_DNO_MON in field IMPL_NAME execute (F8).

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6.3.5 Search Variants in Web UI

You can filter the messages displayed for a user in the Service Desk, making sure that only those who really matter to you are visible. To do so, login SAP Solution Manager.

Your screen will now look like this:

...

7. Related Information

7.1 Information Area in SAP Support Portal

There is a sub-category of the SAP Solution Manager section in the Support Portal that deals with the adaption of the SAP Solution Manger to Software Partner needs. Apart from overview presentations and

the before mentioned related SAP Notes, it also includes a number of demo sessions. This portal for Software Partners can be found at http:service.sap.com/sw-partner.

7.2 FAQ (in SAP Support Portal)

The FAQ section dedicated to this matter can be found at http:service.sap.com/sw-partner -> FAQ.

8. APPENDIX

Optional manual steps

8.1 Roles:

Roles are collections of authorizations and as such determine which functions of the Solution Manager an employee is allowed to use. Before you can start working with the Solution Manager you have to assign roles to your users so they can use the parts of the program they need for their work. So, at least one

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user role needs to be the system administrator which should have no authorization restrictions (Profile SAP_ALL, SAP_NEW) to be able to set up the system and to maintain master data and further authorizations. You can copy existing roles from SAP into your customer namespace and modify the included authorizations to match your needs. Several roles are necessary to give each user the necessary

authorization for all functions of the SAP Solution Manager. Out of that reason you should combine all needed roles into one composite role after you have finished creating the single ones. Composite roles can be understood as containers that help you organizing multiple roles by merging them into a single one that includes all authorizations and other characteristics of it fraction roles. With such a catch-all composite class you can give all required employees the authorization they need for working with far less effort than with single roles. Please follow the steps described in the Tutor “Role Configuration” on http:service.sap.com/sw-partner

Choose transaction PFCG

Enter with

Enter the role SAP_SUPPDESK_PROCESS

Copy the Standard SAP Role, use , in e.g. ZISV_SUPPDESK_PROCESS

Click

Click

Click on tab Authorizations

In Maintain Authorization Data and Generate Profiles click

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To activate the authorization object CRM_TXT_ID, double click

Confirm with

Generate the profile with

Confirm with

Save with

The same procedure but without step 9 and 10:

Standard SAP Role Copy to

SAP_SMWORK_BASIC ZISV_SMWORK_BASIC

SAP_SMWORK_INCIDENT_MAN ZISV_SAP_SMWORK_INCIDENT_MAN

After you have saved ZISV_SAP_SMWORK_INCIDENT_MAN

Click on tab Menu and click on folder SAP Links

Click

Choose and enter following text and Web adress

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http://service.sap.com/sap/bc/bsp/spn/sno_partner_inb/inbox.htm

Confirm with

Save with

8.2 User:

Users are needed so your employees can log into the Solution Manager. Basically you are free to name your users at your leisure.

However, please note that to make your system fully operational another type of users, the so-called S-Users are required which can be obtained at the SAP Service Marketplace. Out of security reasons you have to assign an S-User ID to every user you create. This is necessary because otherwise SAP can‟t verify

that message sent to them is really from your company and not from another. Therefore a user without an assigned S-User Id will not be able to send messages to SAP. During configuration of the SAP Solution Manager please make sure that every user has a matching S-User assigned to them to avoid later

problems.

To do so, enter the transaction aisuser and press the button New Entries. On the following screen enter

the regular user ID into the left column of the table and the S-User ID (without leading “S” and zeros) into the column “contact person”. An S-User ID can be obtained by registering at the SAP Service Marketplace (https://service.sap.com/mp); it is identical with the ID need for accessing the content of the Marketplace.

Choose transaction SU01

Enter with

Enter user e.g. ISV_PART1

Click on

Click on tab Address and enter title and names

Click on tab Logon data and enter password

Click on tab Roles and enter the roles that you created in the previous chapter.

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Save with

Repeat these steps for each user that should process Incident messages.

8.2.1 Check S-User Authorization

Got to SAP Service Marketplace user administration to assign the proper authorization to S-users:

8.3 Business Partner:

Every newly created user has to be assigned to a Business Partner, matching the person that uses the user. This Business Partner master data is used in the message for claiming or forwarding the message.

Choose transaction BP_GEN

Enter with

Click on and mark your SAP Solution Manager System if destination is NONE

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Confirm with

On the left side double click on the user(s) e.g. ,

on the right side you will see the selected user(s)

Click

Confirm the question with

To change data at the Business partner you can use transaction „BP“ to search for master data and change it accordingly.