Application Incident Management Business Roles

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Application Incident Management Business Roles
Incident & Problem Management
How to configure
ALM Solution Management
2011
UI Framework & Personalization
Web Client User Interface
Key Features
The Web Client User Interface is the first step into a new era of user
interfaces regarding usability and flexibility for the business user.
 State of the art, modern user interface leveraging Web 2.0 paradigms
 Simple information and navigation architecture to facilitate finding, reviewing
and editing of information
 Broad personalization capabilities across all software areas to let the user
decide how he works best
 Simple but flexible UI configuration capabilities to pre-define the user interface
for user groups
© 2011 SAP AG. All rights reserved.
3
UI Configuration – WebClient
Key Features
Efficient and Holistic
UI Configuration
To adjust the CRM user
interface to your corporate
identity and to your
business needs a bundle of
integrated tools is provided
Tools
Examples in UI
Configuration
 UI Configuration Tool
 Add new fields
 Business Role and
Navigation Bar
Customizing
 Position fields on views
 Design Layer
Customizing
 Use personalization
 Application Enhancement
Tool (AET)
 BSP WD Component
Workbench
© 2011 SAP AG. All rights reserved.
 Rename field labels
 Define captions
 Define Navigation Bar
entries
 Create Business Roles
4
Design Layer – Web Client User Interface
Key Features
Features of the Design Layer
 Allows the Customer & SAP to Rename Field Labels and have this change affect other views
 Maintenance of whether a field is relevant and should be hidden or visible in the UI Configuration
Tool
 Assign existing value helps from the ABAP Dictionary without any customer-specific development
 Value Help: Search help, Check table and Domain values
 Field Type: Input field, Checkbox and Dropdown list box
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5
Application Incident Management
Application Enhancement Tool
Screenshot: Detailed Field View
Supported Methods
 Create a field with properties that
match best the specific business
needs
 View the details of the custom
fields in a convenient manner
 Modify and regenerate existing
fields
 Provide translations in the system
supported languages
 Extend the supported external
interfaces - for example Mobile,
R/3, BW and OLTP Reporting
This presentation and SAP„s strategy and possible future developments are subject to change and may be changed by SAP at any time for any reason without notice. This document is provided without a warranty of any kind,
either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a particular purpose, or non-infringement
© 2011 SAP AG. All rights reserved.
6
WebClient Framework
Personalizing the User Interface



General Settings

Date and time format

Enabling the UI Configuration

Enable Favorites

Dropdown Listbox settings
Personalize Layout

Navigation Bar (Direct Link Groups)

Layout (Skin, Text Size)
Home Page Set-up
 Application

Widgets

Web Links
Links
 Personalize User Data

Password settings

User Information
 More Information : Online Documentation
© 2011 SAP AG. All rights reserved.
7
WebClient Framework
Personalizing Incident Management

Personalize Overview Page

Display/Hide Assignment Blocks

Change Order
 Personalize Tables/ Result Lists

Display/Hide Columns

Change Order of columns

Change width of column (relative (%) , absolute (pixel))

Change number of visible rows before scrolling

Change number of rows before paging
 Online Documentation : Personalizing Tables
© 2011 SAP AG. All rights reserved.
8
WebClient Framework
UI Configuration

Configure the UI directly from the
Incident Management

Via “Show Configurable Areas”
The
–
configurable areas are highlighted, and you
start the configuration of the related view by
clicking one of the configurable areas.

Via “Configure Pages”
Used
–
to configure superior views such as the
Home page, work center page, and overview
page.
 Configuration possibilities
 Adding
Fields

Removing Fields

Changing Position of Fields
 Adding

Blank Rows
Changing Field properties
 Online Documentation : UI Configuration
© 2011 SAP AG. All rights reserved.
9
Application Incident Management
Business Roles
Architected for different user types to define the layout
Easy consumption through predefined business user roles for IT Service
Management
IT Service Desk*
Central interface to
assist end-users in Call
Center
SAP Solution Manager
Professional
Processing incidents/
problems /changes
IT Service Requestor*
Entering and tracking of
incidents
* SAP CRM ITSM Standard roles
© 2011 SAP AG. All rights reserved.
10
Authorization Roles & CRM Business Roles
 Guide: “Business & Authorization Roles”
 New CRM UI authorization roles:
o
o
o
o
o
SAP_SM_CRM_UIU_SOLMANPRO -> Used for CRM Business Role assignment
SAP_SM_CRM_UIU_FRAMEWORK -> General CRM UI authorizations
SAP_SM_CRM_UIU_SOLMANPRO_PROC -> CRM UI for message processors
SAP_SM_CRM_UIU_SOLMANPRO_ADMIN -> CRM UI for administrators
(SAP_SM_CRM_UIU_SOLMANPRO_CHARM -> CRM UI for Change Management)
 Composite roles:
o SAP_SUPPDESK_PROCESS_COMP -> For processors (both UI and standard authorizations)
o SAP_SUPPDESK_ADMIN_COMP -> For administrators
 CRM Business Role:
o SOLMANPRO -> Used in CRM UI to define layout and navigation.
© 2011 SAP AG. All rights reserved.
11
UI Authorization Roles: PROC vs. ADMIN vs. CHARM
*_UI_PROC
+ *_UI_ADMIN
+ *_UI_CHARM
Note: The SAP_SM_CRM_UIU_* roles only control UI visibility and navigation.
Users need standard roles for other authorizations (create, change, etc.)
© 2011 SAP AG. All rights reserved.
12
SOLMANPRO Business Role Assignment on CRM UI Start
User without
SAP_SM_CRM_UIU_SOLMANPRO:
User with
SAP_SM_CRM_UIU_SOLMANPRO:
Note: SAP_SM_CRM_UIU_SOLMANPRO does not contain any authorizations. If
you copy SOLMANPRO, also copy SAP_SM_CRM_UIU_SOLMANPRO and
adjust role assignment in SOLMANPRO.
© 2011 SAP AG. All rights reserved.
13
Web Client User Interface
Please find more information in the Web Client UI Guidelines in
http://service.sap.com/rkt-solman
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14
Setup, Services & Administration
Application Incident Management
Configuration steps
© 2011 SAP AG. All rights reserved.

Adjust Categorization Schema

Adjust Status Schema

Defiine Notifications

Define Dispatching rules

Maintain SLA and escalation procedure

Set up Reporting
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Application Incident Management
Basic configuration
SAP Solution Manager includes all Incident Management relevant
customizing objects in a piece list
 On customer systems the piece list will be “activated” within Basic configuration
 It copies the customizing content of these objects from client 000 into the working client
 This action will be executed regularly (to deliver new/updated customizing from SAP)
 The recommendation for customers is to copy the SAP customizing into customer namespace (e.g.
using transaction type ZMIN instead of SMIN)
Transactions
 Solman_Setup
This presentation and SAP„s strategy and possible future developments are subject to change and may be changed by SAP at any time for any reason without notice. This document is provided without a warranty of any kind,
either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a particular purpose, or non-infringement
© 2011 SAP AG. All rights reserved.
17
Application Incident Management
Set up technical environment
Additional technical installations are necessary to run Application Incident
Management

SAP T- Rex  enables Fulltext Search and enhanced Search functionality

SAP BW  external or SAP Solution Manager internal BW system . BW queries are predefined

BW client in SAP Solution Manager necessary to use Interactive Reporting

SAP managed systems  allows the creation of incident messages directly into SAP Solution Manager

3rd party interface (if needed)
Transactions / Guides
 Solman_Setup
 T-Rex Guide
 Interactive Reporting Guide
This presentation and SAP„s strategy and possible future developments are subject to change and may be changed by SAP at any time for any reason without notice. This document is provided without a warranty of any kind,
either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a particular purpose, or non-infringement
© 2011 SAP AG. All rights reserved.
18
Application Incident Management
Customer namespace copy
 SAP Standard profiles will be overwritten with any Support Package, therefore
 Copy the SAP standard transactions type into custom name space
 Copy the Business role to be able to adjust the UI Layouts
 Copy the profiles and adjust it to customer requirement (Status, Partner Determination,etc.)
Transaction / Guides
 Transaction  SPRO
 Application Incident Management –
Configuration Guide
© 2011 SAP AG. All rights reserved.
19
Application Incident Management
Roles and authorizations
 Copy the SAP standard roles into custom name space
 Adjust the authorization objects to your needs and finally generate the profiles
 Assign user to the roles
 Business roles define the UI layout. User roles define the authorizations.
 SAP delivers composite roles which include relevant user roles and assign the appropriate business
role.
Composite roles
 Transaction  pfcg
IT Professional
IT End-User
Provisioning of expert
knowledge
Entering and tracking of
incidents
 Message reporter
SAP_SUPPDESK_CREATE_COMP
 Message processor
SAP_SUPPDESK_PROCESS_COMP
 Administrator
SAP_SUPPDESK_ADMIN_COMP
This presentation and SAP„s strategy and possible future developments are subject to change and may be changed by SAP at any time for any reason without notice. This document is provided without a warranty of any kind,
either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a particular purpose, or non-infringement
© 2011 SAP AG. All rights reserved.
20
Application Incident Management
Master data
 Users and Business partners can be created manually or with appropriate reports out of a source of a
managed system.
 Business partner can be a single user or a team / organization
 Business partners shall be maintained at least in these roles: general, employee, contact person
 Organizational data are necessary if the Incident Management processes are based on teams and
auto- dispatching will be used.
 For collaboration with SAP, each user needs a corresponding S-User assignment
Transactions

SU01

BP

PPOMA_CRM

AISUSER

BP_GEN

AI_SDK_USER_BP_GEN (report)
This presentation and SAP„s strategy and possible future developments are subject to change and may be changed by SAP at any time for any reason without notice. This document is provided without a warranty of any kind,
either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a particular purpose, or non-infringement
© 2011 SAP AG. All rights reserved.
21
Application Incident Management
User interface personalization
To adjust the CRM user interface to your corporate identity and to your
business needs a bundle of integrated tools is provided
 Add visible Assignment Blocks
 Define saved searches
 Hide fields
 Define Favorites
 Re-arrange Home screen
 User layout settings
Tools / Guides
 Perzonalisation on the Webclient UI
This presentation and SAP„s strategy and possible future developments are subject to change and may be changed by SAP at any time for any reason without notice. This document is provided without a warranty of any kind,
either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a particular purpose, or non-infringement
© 2011 SAP AG. All rights reserved.
22
Application Incident Management
Best Practice configurations -optional
Enhance the Incident Management process with individual customizing to
align it to your support processes.





Mail notifications
SLAs, service times and escalation procedure
Dispatch and Auto Routing
Multilevel Categorization
Interactive Reporting
Tools / Guides
 Multilevel Categorization Guide
 Dispatching with BRF+ Guide
 Interactive Reporting Set Up Guide
This presentation and SAP„s strategy and possible future developments are subject to change and may be changed by SAP at any time for any reason without notice. This document is provided without a warranty of any kind,
either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a particular purpose, or non-infringement
© 2011 SAP AG. All rights reserved.
23
Application Incident Management
Custom enhancements - optional
Enhance the Business roles with own custom fields.
 Change the Business role layout to your requirements (Remove fields, Change descriptions)
 Design own Assignment Blocks
 Integrate links and transactions
Tools / Guides
 UI Configuration Tool
 Business Role and Navigation Bar
Customizing
 Design Layer Customizing
 Application Enhancement Tool (AET)
 BSP WD Component Workbench
This presentation and SAP„s strategy and possible future developments are subject to change and may be changed by SAP at any time for any reason without notice. This document is provided without a warranty of any kind,
either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a particular purpose, or non-infringement
© 2011 SAP AG. All rights reserved.
24
Application Incident Management
UI administration - optional
Personalize the Business roles as administrator, which is changing the
layout for all users
 Add visible Assignment Blocks
 Define saved searches
 Hide fields
 Define Favorites
 Re-arrange Home screen
 User layout settings
Tools / Guides
 Personalization on the WebClient UI with
administrator authorization
This presentation and SAP„s strategy and possible future developments are subject to change and may be changed by SAP at any time for any reason without notice. This document is provided without a warranty of any kind,
either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a particular purpose, or non-infringement
© 2011 SAP AG. All rights reserved.
25
Application Incident Management
10 steps to become an expert
ALM overview
http://service.sap.com/ALM
1
SAP Solution Manager
Book (release in Q4/2011)
2
SAP Training “SM 200”
8
Expert Guided
Implementation Service
Best Practices Configuration
Business Process Repository
SAP ITSM overview
Overview, Demos & Guides
http://service.sap.com/ALM-Processes
3
Self Learning Maps
http://service.sap.com/RKTSOLMAN
6
7
4
SAP Help Portal –
http://help.sap.com
5
Developer Network Forum
- Service Desk Forum& Blogs-
9
10
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26
Expert Guided Implementation
Training, Practical Experience, Expert On Demand
Day 1
Day 2
Empowering,
Day 3
Day 4
Web session, 1-2 hours each morning
SAP expert explains step-by-step
configuration using training materials
Execution,
2-3 hours on the same day
Participants execute demonstrated steps
within their own project, on their own
SAP Solution Manager software
© 2011 SAP AG. All rights reserved.
Expertise on demand,
during execution
Participants have direct access to an
SAP expert who directly supports
them remotely, if necessary, during
the execution
27
Incident & Problem – Configuration hints
Application Incident Management
Business Partner Functions in Incident Management
Customer (Corporate account)
System owner
Determination of system (Ibase) assignment
Supplier / Customer
Reporter
End user or key user who reported or created the
support message
Support Team
Queue which envolves multiple support processors
with similar topic (logistic, finance, etc.) or support
level (1st, 2nd, 3rd level)
Team assignment is maintained with Organization
Management
Message Processor
Current processor claims the message by entering
his BP number
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29
Application Incident Management
Business Partner and User Generation
The report AI_SDK_USER_BP_GEN can be
planned as a background job to generates and
update system users and Business Partners
from a managed system (e.g. central user
management system)
Managed system - User
System ID: POD 100
User: HSCHMITT
[email protected]
Business Partner
BP number: 4812
Name: H. Schmitt
[email protected]
Ident: POD_100_....
User: HSCHMITT
Log-in User
User: HSCHMITT
Initial Password
© 2011 SAP AG. All rights reserved.
30
Application Incident Management
Dispatching of messages: 4 possibilities
1.
Rule based dispatching:
Uses Business Rule Framework plus (transaction BRFPLUS)
(executed via action <action_profile>_ find_partner_fdt)
2.
Dispatching via responsibilities (PFAC):
a. Automatic initial dispatching with e-mail notification
see note 1512895
(executed via action <action_profile>_find_team_send_email)
b. Manual dispatching without e-mail notification
see IMG activity SOLMAN_SD_AUTOMESSAG
(executed via action <action_profile>_msg_dispatch)
3.
CRM standard dispatch
Uses CRM rule policies
More information on all dispatching functionalities can be found in Support Team Determination
via Business Rule Framework plus (BRFplus) Guide
© 2011 SAP AG. All rights reserved.
31
Application Incident Management
SLA Procedure Improvements
Calculation in CRM
Service start
MPT
IRT
Improved calculation in Solution Manager 7.1
Service start
Customer Action
Off time
Off time
IRT
© 2011 SAP AG. All rights reserved.
Off time
MPT
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Application Incident Management
SLA Procedure Improvements
Customizing Steps to set-up SLA escalation procedure:
 Create the SLA profile under "Edit Availability and Reaction Times".
 Configure the SLA profile determination under "Specify SLA Determination Procedure".
 Specify the times to be recalculated when the status changes, under "Specify Duration
Settings".
 Identify non-relevant customer times in the step "Specify Customer Time Status".
 Schedule a periodic background job to give incidents the status 'Warning' or 'Escalation' if
they exceed thresholds.
 Example:
– Calculation of service durations ( Doku Link)
© 2011 SAP AG. All rights reserved.
33
Application Incident Management
Custom Actions in CRM UI
 Guide: “Incident Management Configuration and Upgrade Guide”
o Chapter “Adding Custom Actions to the SAP WebClient UI“
o Additional information in Note 1567003 “ST710 Incident Management Frequently Asked Questions”
 Actions which can be started manually appear by default in the “Scheduled
Actions” assignment block.
 For quick access, customers may wish to display some of these actions in the
“Actions” pulldown of the main toolbar.
 Maintain action filter in table AGS_WORK_CUSTOM (white list).
• See guide or Note for details.
Note: Only actions which do not call any GUI functions (popups, URLs, SAP GUI
transactions) are supported.
© 2011 SAP AG. All rights reserved.
34
Application Incident Management
Use of Incidents for Non-SAP Products
 See Note 1567003 “ST710 Incident Management Frequently Asked Questions”.
 A comprehensive and integrated solution is in planning for a future feature
package.
 In the meantime, customers are advised to keep modeling of non-SAP products
in the Ibase to a minimum.
o Customers may wish to temporarily use placeholder entries in the Ibase for non-SAP products.
 Customers can enable the Object/Project selection field in the CRM UI to allow
access to Individual Objects (Iobjects) in the IBase.
o //BTREFOBJMAIN/PRODUCTID
 Setting IM_LOAD_IBASE = X in table AGS_WORK_CUSTOM will allow the
workcenter UI to select arbitrary text components from the Ibase.
o May be appropriate for small-scale modeling of non-SAP products, but not for large-scale CMDB.
© 2011 SAP AG. All rights reserved.
35
Application Incident Management
Multiple Categorization Blocks
Catalog Category C: Overview
of Damage/Defect/Reasons
Catalog Category D: Defect
Locations/Object Parts
 You can assign up to five categorization blocks to a Incident
 The categorization schema is determined based on a transaction type / catalog category combination
 Customizing: Customer Relationship Management → CRM Cross-Application Components → Multilevel
Categorization → Assign Transaction Types to Catalog Categories
 Per default, two categorization blocks are visible in a Incident; you can add further blocks in the
SAP BSP WD Workbench
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36
Application Incident Management
Assignments in the Category Modeler
Service product is relevant for item
determination in Incident and problem)
Knowledge articles are relevant for Suggest
Knowledge Articles (Knowledge
Articles assignment block)
For Auto Complete of Incident, add a
Incident template in the „Incident
Template‟ area
For problems use the „Problem Template‟
area
For service processes of class Request for
Change use the „Request for Change
Template‟ area.
You can access the Category Modeler, for example, in the IT Service Professional
role → Service Operations → Categorization Schemas.
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37
Application Incident Management
Example: Suggest Knowledge Articles
“Suggest Knowledge Articles” will determine
knowledge articles from the categorization schema
for the selected category
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38
Application Incident Management
Multilevel Categorization Customizing
Define which transaction type – catalog categorization combination will be
used for Find Related Objects, Auto Complete, Item Determination.
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39
Application Incident Management
Item Determination
In item determination customizing you define whether the Incident„s item should
be determined automatically by selecting a multilevel categorization entry in the
Incident.
 If the item determination is active, the service product which is assigned to the Incident category is
used for item determination
 To assign service products to categories, go to the categorization schema, for example in the IT
Service Professional Role → Service Operations → Categorization Schemas
 If no service product is assigned to the Incidents category (lowest level), the system searches
whether a service product has been assigned to a higher level of the categorization and, if so,
uses the next possible service product for item determination
© 2011 SAP AG. All rights reserved.
40
Application Incident Management
Auto Complete with Template
While creating a new Incident, you can use the Auto Complete function to copy pre-defined data
from a template into the Incident.
In Customizing, activate the Auto Complete function per transaction type - catalog category
combination
In the Category Modeler, assign templates per relevant category:
incident templates in the Incident Template assignment block
problem templates in the Problem Template assignment block
Request for change templates in the Request for Change assignment block
You can access the Category Modeler, for example, in the IT Service Professional role → Service
Operations → Catgorization Schemas.
© 2011 SAP AG. All rights reserved.
41
Application Incident Management
System Proposals for Related Transactions
- Find Related Problems, Find Related Incidents





For a Incident, related transactions can be proposed by the system.
To set up which transaction type can be proposed from which transaction type, go to customizing:
Customer Relationship Management → Transactions → Settings for Service Requests → Define
System Proposals for Related Transactions.
Per default, “Find Related Problems” and “Find Related Incidents” are available on the UI. If you
need further system proposals, in addition to the customizing settings you also need to enhance the
Incident‟s UI.
Define the matching parameters in the target transaction type which will determine which
transactions are proposed by the system: Categorization, Reference Object, Organizational Data,
Sold-to Party
If the system shall search for transactions of the same categorization, you also need to activate the
relevant transaction type – catalog category combination for “Find Related Object” in the multilevel
catorization (see previous slide “Multilevel Categorization Customizing”)
© 2011 SAP AG. All rights reserved.
42
Application Incident Management
Service Level Determination
SLA determination procedures determine the service and response profiles for the transaction line item
based on the access sequence.
Define the SLA determination procedure here: Customer Relationship Management → Transactions →
Settings for Service Requests → Define SLA Determination Procedures.
© 2011 SAP AG. All rights reserved.
43
Application Incident Management
Impact / Urgency / Recommended Priority

The system determines the
recommended priority of the
transaction based on the entered
combination of impact and urgency.

A priority different than the
recommendation can still be selected
manually.
The determined priority is based on
impacts, urgencies and their combined
priority defined in customizing:
Customer Relationship Management →
Transactions → Settings for Service
Requests → Define Impact / Urgency /
Recommended Priority
© 2011 SAP AG. All rights reserved.
44
Application Incident Management
Date Calculation / Settings for Durations
You can track durations and
dates based on status changes in
the Incident.
 Track the duration of how long
the Incident was in certain
status
 Store the date when the
Incident reached a certain
status
Durations are recorded and
displayed in the Dates and Service
Level Agreements assignment
blocks.
© 2011 SAP AG. All rights reserved.
45
Application Incident Management
Processing Log
You can have a processing log in a transaction to provide a consolidated audit trail of any changes made to
it.
 Various log types are available for selection
 One type can be defaulted for viewing
 Changes to fields can be logged selectively




Customizing: Customer Relationship Management → Transactions → Settings for Service
Requests → Settings for Processing Log
→ Assign Log Types to Transaction Types
→ Define Change History for Processing Log
© 2011 SAP AG. All rights reserved.
46
Application Incident Management
Dispatch: Rule Modeler Contexts
To enable rule-based dispatching of Incidents (and problems), a new context for
Service Request Management has been established for the rule modeler.
 Customizing: Customer Relationship Management → E-Mail Response Management
System → Define Repository
 The context SERVICEREQUEST per default has four actions assigned: Invoke Policy, Route
to group, Route to a Partner, and Set priority to the Incident
© 2011 SAP AG. All rights reserved.
47
Application Incident Management
Dispatch: Service Manager Profile
In Service Manager profiles, the context and the name of the default rule are
assigned.
 Customizing: Customer Relationship Management → E-Mail Response
Management System → Service Manager → Define Service Manager Profiles
 The context and the name of the default rule policy can be found in the Directly Called Service
Properties of the SAP_SRQMROUTING service manager profile.
Per default, the rule policy for dispatching of Incidents should be called
DEFAULT_ROUTE in the Rule Modeler.
© 2011 SAP AG. All rights reserved.
48
Application Incident Management
Dispatch: Assign Service Manager Profile to Transaction Type
Assign the service manager / rule modeler profile for dispatching of Incidents
here:
Customizing: Customer Relationship Management → Transactions → Additional
Settings → Assign Dispatching Rule Profile to Transaction Types.
Now you can create the DEFAULT_ROUTE dispatching rule, and – if relevant –
more dispatching rules, in the Rule Modeler, for example, in the IT Service
Professional Role: Operations → Rule Policies.
© 2011 SAP AG. All rights reserved.
49
Application Incident Management
Time Recording
You can define which service confirmation transaction type is used for Time
Recording per transaction type:
 In customizing, go to: Customer Relationship Management → Transactions → Basic Settings → Define
Transaction Types
 Select the transaction type for which you want to use Time Recording
 In the view “Assignment of Business Transaction Categories”, select the Transaction Category
“BUS2000116 Service Process” and go to the Customizing Header view
 Enter the service confirmation transaction type in the “Trans.Type Confirm.” field
© 2011 SAP AG. All rights reserved.
50
Application Incident Management
Checklist Settings: Checklist Basic Settings
 For checklist steps, item functionality is being reused
 A new object type BUS2000199 – CRM Checklist Item has been created
 Based on BUS2000199 the standard checklist item category CHKL is delivered
 To set up your own checklist item category, partner determination procedure/s,
text determination procedure/s, and action profile/s, proceed as described in the
IMG document “Define Basic Settings for Checklist“:
Customer Relationship Management → Transactions → Basic Settings → Checklist Settings → Define
Basic Settings for Checklist
© 2011 SAP AG. All rights reserved.
51
Application Incident Management
Checklist Settings: Define Checklist Profiles (1)
In the IMG activity “Define Checklist Profiles“, you
Define
checklists
 Define checklist IDs and names
 Decide at which point in time the
checklist should be locked in runtime
Define
steps
 Define the steps you want to use in your checklists
 Assign item category usage, and text types for long text and work instruction
 Where relevant, enter a work instruction per step
Define
options
 Optionally define options (“decision documentations“) per step
Assign
steps to a checklist
 Assign 1-n steps and decide which steps are mandatory
 Define which business partner function is displayed as default partner function in runtime
 If the business partner should be determined by a rule, assign a rule modeler profile (default rule modeler
profile = SRQM_CHKLST_BP)
 You can assign 1-n options per step
 Optionally define a step sequence in the „Assign Next Steps“ view
© 2011 SAP AG. All rights reserved.
52
Application Incident Management
Checklist Settings: Define Checklist Profiles (2)
In the customizing activity
“Define Checklist Profiles“, you
Define
checklist profiles
 Set up 1-n profiles which can contain 1-n checklists
 Assign 1-n checklists per profile
 Optional: Assign a rule modeler profile (default profile = SRQM_CHKLST_ID)
for rule-based checklist determination
 Optional: Activate SAP Workflow per profile
Assign
checklist profiles to transaction types
 Assign a checklist profile to a transaction type: The checklists contained in the assigned
checklist profile will be available for the specific transaction type.
© 2011 SAP AG. All rights reserved.
53
Application Incident Management
Checklist Settings: Define Workflow Settings for Checklist
If you want to inform users via SAP Workflow about checklist steps which have
been assigned to them:
 Flag “Enable Workflow“ per relevant checklist profile in Customer Relationship
Management → Transactions → Basic Settings → Checklist Settings → Define
Checklist Profiles
 Set up SAP Workflow settings as described in Customer Relationship Management →
Transactions → Basic Settings → Checklist Settings → Define Workflow Settings for
Checklist
© 2011 SAP AG. All rights reserved.
54
Application Incident Management
Auto Suggest Knowledge Article (for Interaction Center): Define Alert
Create the alert for “Auto Suggest Knowledge Articles“ in the IC Manager business role
→ Process Modeling → Create Alert with the following parameters:
Name
Descriptio
n
Language
Navigation Object Type /
Action
Message
AUTOSUG
GEST_KAS
Auto
Suggest of
Knowledge
Articles
EN
Knowledge
Articles:Search
[EVENT$AutoSuggestKAStart:N
umberOfKA] Suggested
Knowledge Articles
© 2011 SAP AG. All rights reserved.
55
Application Incident Management
Auto Suggest Knowledge Article (for Interaction Center) : Define Rules
Create a rule policy and two rules for “Auto Suggest Knowledge Articles“ in the IC
Manager business role → Process Modeling → Create Rule Policy with the following
parameters:
Name
Description
Language
Context
Business Roles
IC Events
AUTOKAS
Auto
Suggest of
Knowledge
Articles
EN
Intent Driven
Interaction
Your IC business
role/s
AutoSuggestKAEnd and
AutoSuggestKAStart
Define two rules with following parameters within the rule policy and release rules:
Name
Rule Definition
Show KA Alert
If
Current Event Equals Auto Suggest Knowledge Article Start
Then
Trigger Alert ( Alert Name = AUTO SUGGEST OF KNOWLEDGE ARTICLES;
Time Delay (seconds) = "0" )
Remove KA Alert
If
Current Event Equals Auto Suggest Knowledge Article End
Then
Terminate Alert ( Alert Name = AUTO SUGGEST OF KNOWLEDGE
ARTICLES )
© 2011 SAP AG. All rights reserved.
56
Application Incident Management
ERMS (for Interaction Center) : Define Rules for Automatic Creation of Incidents and
Problems (1/2)
 Incidents and problems will be created automatically depending on the inbound emails.
 Create the rules in the rule modeler, e.g. in the business role IC_MANAGER →
Process Modeling → Create Rule Policy.
© 2011 SAP AG. All rights reserved.
57
Application Incident Management
ERMS (for Interaction Center) : Define Rules for Automatic Creation of Incidents and
Problems (2/2)
 To be able to trigger several rules, use the DEFAULT rule of the E-Mail Response
Management System to invoke all relevant rules.
© 2011 SAP AG. All rights reserved.
58
Application Incident Management
ERMS (for Interaction Center) : Automatic Linking of Reply E-Mails
 After the automatic creation of Incidents / problems the inbound e-mails can be
answered. The reply e-mails will be automatically linked to the generated Incidents
and problems.
Dear helpdesk,
I am not able to access
your support page.
Please advise.
Best regards,
Joe Smith
© 2011 SAP AG. All rights reserved.
59
Application Incident Management
ERMS (for Interaction Center) : Routing of Incidents / Problems (1/2)
 The generated Incidents and problems can be routed to a specific service team for
further processing depending on specified criteria of the Incident / problem (e.g.
priority).
 Create the rules in the rule modeler, e.g. in the business role IC_MANAGER →
Process Modeling → Create Rule Policy.
© 2011 SAP AG. All rights reserved.
60
Application Incident Management
ERMS (for Interaction Center) : Routing of Incidents / Problems (2/2)
 To be able to trigger several rules, use the DEFAULT rule of the E-Mail Response
Management System to invoke all relevant rules.
© 2011 SAP AG. All rights reserved.
61
Application Incident Management
ERMS (for Interaction Center) : Further Settings
 Further ERMS settings are necessary
 Define receiving e-mail addresses for receiving the e-mails concerning
Incidents / problems
 Maintain recipient distribution to define an e-mail address as recipient address

Assign agents for e-mail handling
© 2011 SAP AG. All rights reserved.
62
Application Incident Management
How to set up the Message Reporting (1)
 The following settings are required, to run web templates for message
reporting
BI Reporting Settings:
 RFC connections between SAP Solution Manager and BW systems (therefore, configure managed systems are within
SAP Solution Manager basic configuration)
 Activating BI content (during the implementation, or after an upgrade)
Data Extraction Settings:
 Frequency of regular data extraction of Service Desk
 Message creation date from which the reporting has to start
 Call „Setup‟ in the Reports view in the Incident Management work center
© 2011 SAP AG. All rights reserved.
63
Application Incident Management
How to set up the Message Reporting (2)
 Enter specific BI settings and extraction settings
© 2011 SAP AG. All rights reserved.
64
Application Incident Management
How to set up the BW queries
 Incident Management Report Dataflow




Service Desk message data is extracted periodically from the Solution Manager system into the BW system
The data is stored in DataStore objects, which are aggregated periodically in the associated InfoCubes
Infosets collect the information from the various data sources, e.g. InfoCubes
MultiProvider objects contain all information in the underlying data sources, and is the central point of access for
queries
For more information:
See SAP Help Portal at https://help.sap.com/ → SAP NetWeaver → BI Content
→ SAP NetWeaver <current release> → SAP Solution Manager → Incident Management Reports
© 2011 SAP AG. All rights reserved.
65
External Service Desk Integration
Overview
Service Desk - various applications
Interface for external systems
CRMD_ORDER
Actions
SolMan Workcenters
CRM BAdis
CRM Web UI
Custom. Application

Mapping

Delta Handling

Inbound/Outbound
processing
Generic 3rd party
adapter
BAdis
WebService
operations
Specific
extensions
HP QC
WS operations
IBM Rational
WS operations
…
© 2011 SAP AG. All rights reserved.
66
External Service Desk Integration
Major development objectives

UI Improvements
New Assignment
Actions
(Forward, Synchronize, Propose Solution..) implemented as one-click actions
Information
No
Block “External Help Desk”
about external message data on UI (External Message ID, Agent, Flags..)
pop-ups for Ext. SD selection and project assignment (HPQC)
 Automatic
Synchronization of messages per Help Desk
 Integration with IBM Rational ClearQuest
© 2011 SAP AG. All rights reserved.
67
External Service Desk Integration
Where to get more information ?

External Service Desk
Find a detailed API document in http://service.sap.com/solutionmanager –> Media Libary –>
Technical Papers -> “Service Desk WebService API.pdf “




Online Documentation : Connect an External Service Desk

Online Documentation : Using an external service desk
HP Quality Center Integration

Online Documentation : Test Organization with SAP Quality Center by HP

SAP Note : 1059350 Installing SAP Adapter for SAP Quality Center by HP

SAP Note : 1109650 SAP Solution Manager 4.0 Extensions Add-Ons
IBM Rational ClearQuest Integration

SAP Note : 1480768 - Test and Incident Managment with IBM Rational Tools

Online Documentation : Test Organization with IBM Rational Tools
© 2011 SAP AG. All rights reserved.
68
Application Incident Management
TREX Setup for Search Functions
 Guide: “Full-Text Search with TREX”.
 TREX enables full-text searching of Incidents, Problems, Knowledge Articles, and
Change Requests.
 Use transaction TREXADMIN to check status of TREX server.
 Use transaction CRMC_SAF_TOOL to check status of knowledge bases and
indices.
o Menu: Goto -> Knowledge Base Compilation
 Follow guide or IMG documentation to set up knowledge bases and indices.
o IMG Activities under Application Incident Management:
© 2011 SAP AG. All rights reserved.
69
Application Incident Management
Portal integration
Configuration
IMG Path: Customer
relationship management > UI
framework > Portal integration
Generate an XML file of your
CRM business role. This XML
file can be imported in SAP
NetWeaver Portal to generate a
portal role.
Map Portal themes to CRM
skins
© 2011 SAP AG. All rights reserved.
© SAP 2008 / Page 70
70
Upgrade
Application Incident Management
What happens after the upgrade?
Overview of the transaction types
After the upgrade new transaction types are replacing the SAP Solution
Manager 7.0 transaction types for incident and change request management
processes.
Incident Management
Transaction types 7.0
SLFN
Standard incident
SIST
Standard incident with
SP18
Transaction types 7.1
SMIN
Standard incident
n/a
SMDT
New incident for
damaged test cases
n/a
SMPR
New transaction type
for problem messages
© 2011 SAP AG. All rights reserved.
Change Request Management
Transaction types 7.0
Transaction types 7.1
SDCR
Change request
SMCR
Change request
SDHF
Urgent Correction
SMHF
Urgent Correction
SDMJ
Normal correction
SMMJ
Normal correction
SDAD
Administrative change
SMAD
Administrative change
SDTM
Test message
SMTM
Test message
SDMN/ SDMM
Maintenance cycle
SMMN/ SMMM
Maintenance cycle
SDDV
Project cycle
SMDV
Project cycle
72
Application Incident Management
Upgrading SAP Solution Manager
Impact on IT Service Management processes
Old
Old
Transaction
Transaction
Types
Type
<< create >>
Old
Transaction
Type
…process old tickets until they are closed…
New
New
Transaction
Transaction
Types
Type
<< create >>
…ticket processing…
New
Transaction
Type
transition phase
After upgrade to SAP Solution Manager 7.1
Impact on incident and change request management in SAP Solution Manager 7.1
 UIs are upgraded from SAP GUI to SAP CRM Web UI
 New transaction types in 7.1 replace the 7.0 transaction types
 New functions in 7.1 are only available in the SAP CRM Web UI with new transaction types
 There is no automatic migration from 7.0 transaction types, but large parts 7.0 customizing can be reused
To minimize the impact of these changes for customer projects, SAP offers a transition phase
 You can process existing tickets based on 7.0 transaction types within the Work Center UI or SAP GUI, until
they are closed
 You create new tickets with the 7.1 object types and process them with the SAP CRM Web UI
 The SAP Solution Manager Work Centers remain as UI for all other ALM processes.
© 2011 SAP AG. All rights reserved.
73
Application Incident Management
Upgrade Path & Basic Setup
Important for Upgrade customers which have modified SAP standard customizing:
 Save existing customer specific customizing (transaction types, action profiles, …) on
transport, as it might get overwritten within the upgrade!
 Customizing in customer name space will not be touched
Main information can be taken from Configuration and Upgrade Guide
New customizing
is shipped via
piece list, which is
being activated
within
SOLMAN_SETUP
Copy SAP customizing to customer namespace before doing any modifications
© 2011 SAP AG. All rights reserved.
74
Application Incident Management
Incident Management Work Center in Transition Phase
 Guide: “Incident Management Configuration and Upgrade Guide”
 The Work Center displays both old (SLFN-based) and new (SMIN-based)
transaction types
 Key users (end users/requesters) remain in work center and do not use CRM UI
 Processors are directed either to CRM UI or Web Dynpro to edit an incident
Note: New (SMIN) transactions are referred to as “Incidents” in the Work Center.
© 2011 SAP AG. All rights reserved.
75
Application Incident Management
Incident Management Work Center in Transition Phase II
 At the start of the transition phase, perform a cut-off of old message creation.
o Remove create authority for SLFN-Based messages. (Authorization object CRM_ORD_PR)
o Ensure that only SMIN-Based incidents can be created.
o Old messages can still be processed (in Work Center or SAP_GUI).
 At the end of the transition phase, remove change authorization for old
messages.
o Old messages are then only viewable, but can no longer be changed.
 Leave both old and new transaction types in DNO_CUST04.
o Ensures that both can be viewed and processed.
o Only remove old transaction type from DNO_CUST04 when it is no longer necessary to view these
transactions in the work center.
© 2011 SAP AG. All rights reserved.
76
Application Incident Management
Incident Management Work Center in Transition Phase III
 If customers need direct access to CRMD_ORDER from work center, users can
activate “expert mode” in the personalization dialog box.
© 2011 SAP AG. All rights reserved.
77
Application Incident Management
Further information
Solution Manager in Support Portal http://service.sap.com/alm-processes -->
Media Library Use case Presentations
Learning Map for SAP Solution Manager http://service.sap.com/rkt-solman -->
Operations
User Documentation http://help.sap.com
SAP Solution Manager Weblogs on the SDN
(https://www.sdn.sap.com/irj/sdn/forum?forumID=156)
Trainings at Field Service Education Offerings
(http://www.sap.com/services/education/catalog/index.epx)
Additional information to Service Desk (DE)
(http://service.sap.com/~sapidb/011000358700007304772002E/)
SAP Solution Manager Diagnostics http://service.sap.com/diagnostics
Installation Guides on SAP Support Portal (http://service.sap.com/instguides)
(-> SAP Solution Manager )
 Master Guide SAP Solution Manager
 Sizing Guide SAP Solution Manager
 Installation Guides depending on OS/DB version
© 2011 SAP AG. All rights reserved.
78
© 2011 SAP AG. All rights reserved
No part of this publication may be reproduced or transmitted in any form or for any purpose
without the express permission of SAP AG. The information contained herein may be
changed without prior notice.
Some software products marketed by SAP AG and its distributors contain proprietary
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Microsoft, Windows, Excel, Outlook, and PowerPoint are registered trademarks of Microsoft
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z/VM, z/OS, i5/OS, S/390, OS/390, OS/400, AS/400, S/390 Parallel Enterprise Server,
PowerVM, Power Architecture, POWER6+, POWER6, POWER5+, POWER5, POWER,
OpenPower, PowerPC, BatchPipes, BladeCenter, System Storage, GPFS, HACMP,
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Decisions, Web Intelligence, Xcelsius, and other Business Objects products and services
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