DAY 1 - EGI - ITSM - 72SP03

Expert Guided Implementation ITSM Stand ard: Inc id ent & Prob lem Ma nagement Day 1 Marco Alday

72SP3

Expert Guid ed Imp lementa ti on Schedule ITSM Standard – Incident & Problem Management Day 1

Day 2

Day 3

Empowering lesson

Empowering lesson

Empowering lesson

Empowering lesson

Empowering lesson

SAP expert explains the planned ITSM scenario and shows fulfillment of prerequisites.

Expert shows step-by-step basic setup of IT Service Management.

Expert explains the Master Data Management & shows further customizing possibilities.

Experts shows step-by-step advanced configurationof IT Service Management.

SAP expert shows good practice for scenario and additional topics.

(Web session, 1-2 hours in the morning)




Day 4

Day 5 (Web session, 1-2 hours in the morning)

Execution by customer





Check if prerequisites for IT Service Management are f ulfilled and start preparation of ITSM.

Start with Customizing – Standard Configuration.

Define your Support Organization and the determination of Support Teams.

Start with advanced ITSM configuration.

Complete advanced ITSM configuration.

(Remote support in the afternoon)



Milestone

Final goal

ITSM Standard Scenario is ready to use.

Advanced ITSM Scenario is ready to use.



Goal of the day

Goal of the day

Goal of the day

Goal of the day

Goal of the day

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Introduction into EGI and SAP Solution Manager ITSM with SAP Solution Manager 7.2 Complete Checks of Prerequisites Perform Prerequisites for ITSM Scenario

© 2017 SAP SE or an SAP affiliate company. All rights reserved.

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Perform ITSM Standard Configuration Setup of Multilevel Categorization Creation of Template Users

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Master Data Management Definition of Organizational Structure Sold-To Party Determination Support Team Determination ITSM Process Demo

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Service Level Management Additional Configuration & Transaction Type Customizing E-Mail Notification

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Configuration of Web User Interface Home Widgets Substitution SAP Collaboration Embedded Search

2

Customer

Expert Guided Impl ementatio n Communication Rules

Welcome

Kindly follow below communication rules during the empowering session

Please use the status icon list

Please switch off mobile phones or locate them away from fixed phone lines

If you have to leave your desk due to other urgent tasks (‘Stepped away’)

Your are being muted during presentation Please avoid parallel work like emailing


Basically we plan about 10 minutes Q&A after presenting

Please use the chat for questions

In case of urgent issues or questions, please do ask in between

Kindly state your name before speaking during Q&A

Everyone logged in ?

3

Customer

Expert Guided Impl ementatio n EGI Virtual Classroom

Call Me function

Definition of ‘My Status’. Use ‘Raise Hand’ status if you encounter any technical issue or to state an important question.

If Call Me function is not working, try out the dial-in telephone number

My status is being shared with all participants. Reset by select ‘Clear...’

Chat can be used to state issues or questions to the presenter or to all participants, while being muted e.g. in case of connection quality issues.

File share section contains the actual training materials. Please mark & save to your PC before the session ends (separate window may be opened).


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Customer

Expert Guid ed Imp lementa ti on Additional Advices on Slides automatic activity

On the top right corner additional information are displayed concerning the actual slide/activity/topic

Activity can be performed automatically. Default parameters are set in this configuration step.

manual a ctivi ty Activity has to be performed manually. In most cases more than one activity has to be performed. Information has to be entered.

mandatory vs. optional Optional step which is not relevant for the basic ITSM scenario. Required according to your business needs.

Additional information/explanation is provided according to the current topic. © 2017 SAP SE or an SAP affiliate company. All rights reserved.

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Customer

Expert Guid ed Imp lementa ti on Schedule “Training on the Job” at Its Best Training, practical experience, remote consulting

Day 1

Day 2

Day 3

Day 4

Day 5

Empowering, Web session, 1-2 hours each morning SAP expert explainsstep-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


Expertise on demand,

during execution

Participants have direct access t o an SAP expert who directly supports them remotely, if necessary, during the execution

6

Customer

Phase s - Expert Guided I mpl ementa tion Chose

Plan

Define the goal you would like to reach and plan the necessary project steps.

Review the expert guided implementation calendar to identify your topics and fitting time slots to receive SAP expert support for your planned execution steps.

Prepare

Prepare the execution supported to your expert guided implementation. Fulfil the technical prerequisites and assign the right people with sufficient time to execution.

Execute Execute the defined activities in the planned time frame. During this phase, the SAP expert is available to answer questions and to provide the necessary knowledge to ensure smooth execution.

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Each Expert Guided Implementation should be treated as a Project

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The Project should have a clear outcome, a configured scenario or the ability to deliver a self service report by the end of this Expert Guided Implementation


Follow up

Execute necessary follow up steps according to your project plan, like rollout of results from execution phase.

7

Customer

Ready, Set & Go! Are you Ready? 

Do you have the correct authorizations?

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Do you have time allocated for this week?

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Do you the prerequisites complete?

Are you Set? 

…to participate in the empowering sessions each morning?

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…to configure your own Solution Manager each afternoon?

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…to provide feedback on your progress to the SAP Expert

Lets Go! Options if no t prepare d for to day


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Reschedule to the next EGI on the schedule

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Execute preparation steps before attendance

8

Customer

Necessary Prerequisites for Incident & Problem Management Setup Technical pr erequisites


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Installation of SAP Solution Manager 7.2

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System preparation is performed

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Infrastructure preparation is performed

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Basic configuration is performed

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Managed system configuration is performed

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Implementation of the latest Master Correction Note version according to your Solution Manager 7.2 SP Stack

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SAP Solution Manager has connection to SAP Network via RFC SAPOSS (OSS1 maintained)

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S-User in SAP Marketplace with necessary authorization for message

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processing For remote support a R/3 support connection and HTTP connection is required

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Secure Area access to maintain logon information for Solution Manager System

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Optional: installed TREX instance or HANA database for Embedded Search

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Customer

Feedback Help us to help you… For this Expert Guided Implementa tion we wil l collect the following feedback: Daily Feedback duri ng Expert Guided Implementation  To measure your success each day following the morning empowering steps

 To provide additional assistance if you’re facing issues  To improve the quality, focus and pacing of th e Expert Guide d Implementation

Follow-up Fee dback after Expert Guided Implementation to check  If Expert Guide d Implementation works for you

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What could be improved?   Does it provide additional Value?

Help us make your week a success and provide us feedback, it’s very important for us.


10

with your

Customer

Agenda Topics & Goals of all Sessions which will be presented during this EGI

Agenda Day 1 

Overview 

SAP Solution Manager

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IT Service Management on SAP Solution Manager

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Solution Manager Setup

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Prerequisites 

Step 1.1 – Check Prerequisites  

Check Solution Manager Central Correction Note

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Check Piece List Activation Check Connection To SAP Backbone

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Check LMDB Configuration

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Check Background Jobs

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Check Service Activation

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Check and Correct Number Range Intervals

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Check IBase Component and IObject Creation

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Check SAP Connect Configuration


Step 1.2 – Configure Manual Prerequisites 

Enable Business Functions for ITSM

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Maintain SAP Customer Number

Step 1.3 – Configure Automatic Prerequisites 

Create Hierarchy for Service Products

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Background Job for Communication with SAP

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Create Messages Customizing (BCOS_CUST)

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Customer

Overview

Agenda Day 1 

Overview

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Solution Manager Setup 

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Step 1.2 – Configure Manual Prerequisites

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Step 1.3 – Configure Automatic Prerequisites

Prerequisites

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Step 1.1 – Check Prerequisites

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14

Customer

SAP Solu tio n Mana ger in tegrates Agil e Lif ecycle Ma nageme nt & IT Servi ce Manageme nt p roc esses on a sing le platfor m Switch Framework

CRM 7 EHP3

Business Functions Incident& Service Level Management Service Portf olio & Catalog Mgmt.

SAP Solutio n Manager 7. 2

Problem& Knowledge Mgmt.

Customer Service Asset & Conf ig. Mgmt.

Incident & Service Level Management

Change & Release Management

Service Portf olio & Catalog Mgmt.

Service Request & Fulf illment

Problem& Knowledge Mgmt.

Customer Service Asset & Conf ig. Mgmt.

ITSM

Change & Release Management Service Request & Fulf illment

Solution Manager NetWeaver 7.4

BW 7.4

Key Value Chains


SAP HANA or Classical DB

15

Customer

SAP Solu ti on Manager 7. 2 in a N ut sh ell SAP Solu tio n Manager 7. 2 delivers 4 Key Value Scena rio s

Portfolio to Project

Requireme nt to Deploy

Detect to correct

Request to Fulfill

PortfolioManagement

Demand

Monitor

Service Catalogue

Design

ProjectManagement

Development

Incident

Test

Problem

Service Request

ValueChainView


Deploy

Optimize

Service Fulfillment

Life-cycleView

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Customer

SAP Solu ti on Manager 7. 2 in a N ut sh ell Functional Areas

Portfolio to Project Project Management Requireme nt to Deploy Process Management Detect to Correct

Change Control Management

Test Suite Business Process Operations

Application Operations

Custom Code Management Landscape

Data Volume Management

Management IT Service Management

Request to Fulfill


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Customer

SAP Solu ti on Manager 7. 2 in a N ut sh ell Integration Model: Example for ‘Detect to Correct’ Test Cases

Request for Change Root Cause Analysis

Alert

Detect t o correct

Monitor

SAP AGS Active Global Support Backbone

Incident

Problem

Incident

Problem

Knowledge Article

SAP SM Service Marketplace

Business Proc. Operations

Optimize

Within f unctional area of ITSM


Outside f unctional area of ITSM

18

Customer

SAP Solu ti on Manager EGI Scenario Implementation Development

Test

Production

EGI Scenario Implementation Perform Test Cases

Option A

GoLive

Sandbox EGI Scenario Implementation

Option B


Don‘t start with your implementation in your produc tion Solution Manager directly

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Customer

Agenda Day 1 

Overview

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Prerequisites

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Customer

ITIL on SAP Solut io n Manager Overview 1/3

Information Technology Infrastructure L ibrary The Information Technology Infrastructure Library (ITIL) is a set of books developed by the United Kingdom's Office Of Government Commerce (OGC). ITIL is now owned and distributed by AXELOS Limited. The books describe an integrated, process based, best practice framework for managing IT services. To date, these books are the only comprehensive, non-proprietary guidance for IT service management. BestPractices ITIL World


Good Practices Customer‘s IT Organization

21

Customer

ITIL on SAP S ol ut io n Manager Overview 2/3 Service Strategy

Service Transition Continual Service Improvement

Understands organizational objectives and customer needs.

Service Transition

Develops and improves capabilities for introducing new services into supported environments.

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Service Strategy

Service Design

Turns the service strategy into a plan for delivering the business objectives.

Service Design

ITIL provides a holistic perspective on the full life cycle of services, covering the entire IT organization and all supporting components needed to deliver services to the customer.

Service Operation

Service Operation

Manages services in supported environments.

ITIL® Service Lifecycle (Copyright © AXELOS Limited 2011. All rights reserved. Material is reproduced under license from AXELOS) © 2017 SAP SE or an SAP affiliate company. All rights reserved.

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Customer

ITIL on SAP S ol ut io n Manager Overview 3/3 Service Strategy 

Business Relationship Management

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Financial Mgmt. for IT Services

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Service Portfolio Management Demand Management

Service Transition

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Transition Planning & Support

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Release & Deployment Mgmt.

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Change Management

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Change Evaluation

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Service Validation & Testing

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Service Asset & Configuration Management

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Knowledge Management

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Service Strategy

Service Design 

Service Level Management

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Service Catalogue Mgmt.

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Information Security Mgmt.

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Capacity Management Availability Management

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IT Service Continuity Mgmt.

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Supplier Management

Service Design

Each life cycle phase contains a set of best practice processes which can be used to implement a customer-specific IT Service Management.

Service Operation

Service Operation 

Event Management

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Incident Management

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Request Fulfillment

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Problem Management

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Access Management


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Customer

ITIL on SAP S ol ut io n Manager Supported ITIL Processes 1/2 Service Strategy 

Business Relationship Management

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Financial Mgmt. for IT Services

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Service Portfolio Management Demand Management

Service Transition

Service Level Management

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Service Catalogue Mgmt.

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Information Security Mgmt.

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Capacity Management Availability Management

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IT Service Continuity Mgmt.

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Supplier Management

Transition Planning & Support

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Release & Deployment Mgmt.

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Change Management

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Change Evaluation

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Service Validation & Testing

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Service Asset & Configuration Management

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Knowledge Management

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SAP Solution Manager is external verified to support processes in all ITIL Service lifecycle phases

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Currently SAP Solution Manager is the only IT Management tool in the market that owns the ITIL v2011 edition certificate for all 15 proce sses that can be certified

Service Operation

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Management of IT services according to ITIL is integrated in the scenarios of Build- and Run SAP like a factory

Service Operation

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The core ITIL best practice processes are delivered out of the box in SAP Solution Manager

Service Strategy

Service Design 

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Service Design

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Event Management

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Incident Management

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Request Fulfillment

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Problem Management

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Access Management


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Customer

SAP Solu ti on Manager a s th e central IT IL pl atfor m Supported ITIL Processes 2/2 SAP ERP * Financial Management for IT Services

* .t m g M e r P u t A c S u tr s rfa n I IT

Core I T Service Management Incident Management Request Fulfillment Problem Management Service Asset & Configuration Mgmt. Service Catalog Management Availability Management Capacity Management

Knowledge Management Service Level Management Change Management Release & Deployment Management Service Portfolio Management Event Management IT Service Continuity Mgmt.

SAP Solut ion Manager * separate license required


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Customer

Incident & Prob lem Ma nageme nt Best Practice Process Incident Management Business User

Create Incident record

IT Support 1st Level

IT Support 2nd Level

Search solutions & Dispatch

Analysis

Problem Management

IT Experts

Handover to Problem Management

Create Problem record

Lock related Incidents

Create Notifications

Create Tasks

Deep issue investigation

Provide solution & Update Incident(s)

Handover to Change Management

Create Request for Change

Change Management

Create Knowledge Article

Knowledge Management Highlights Incident Management

Highlights Problem Management

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Related searches based on Categorization

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Combine multiple Incidents with same cause & lock related Incidents

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Multiple inbound channels through ALM integration

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Deep investigation of issues with Impact & Root Cause Analysis

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Flexible UI enhancements

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Forward Problem messages to SAP AGS

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(Auto) Dispatch to Support Teams based on end user data, system data or categorization

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Create Tasks, Knowledge Articles or Request for Changes as follow-up


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Customer

Incident & Prob lem Ma nageme nt Live Demo

Demo: Full ITSM Process


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Customer

Agenda Day 1 

Overview

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Prerequisites

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Customer

Soluti on Manager Se tup General Information

The IT Service Management setup is performed within the SAP Solution Manager Configuration: SOLMAN_SETUP 

Guided Procedure: Main steps

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Help section & documentation for every step

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Annotation capabilities


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Sub steps  Manual & Automatic Activities

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Customer

Soluti on Manager Se tup Structure Scenario  Solution Manager configuration scenarios Navigation  Guided procedure with main steps and sub steps which include dedicated configuration activities Help Section  Provides detailed information to each step, such as what needs to be done and

what will happen in the background Act iv it ies  Lists all single activities for each step along with documentation, status information and execution link Lo g  Shows detailed logs per activity © 2017 SAP SE or an SAP affiliate company. All rights reserved.

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Customer

Soluti on Manager Se tup Configuration Activities

Execute Activ ities: • Switch to ‚Edit‘ mode • Automatic activities: Select activity and press button ‚Execute Selected‘ • Manual activities: Choose link in ‚Navig ation‘ column

Status

Updates Needed

Type

Comment

Execution Status

Documentation

A green status icon will be displayed, if an activity has been performed correctly.

After SP Upgrade necessary activities are marked.

Mandatory activities have to be performed.

Maintain important information such as performed steps.

The status of manual activities should be set manually for documentation purposes.

Display detailed activity information / explanation


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Customer

Soluti on Manager Se tup Global Personalization – SAP GUI 

Within SOLMAN_SETUP click on button ‘Personalize ’ in the top-right corner

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Enable ‘SAP GUI For Windows’ as application environment

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Thus, the GUI of your system will look similar to the EGI training material


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Customer

Soluti on Manager S etup Mandatory Basis Side Activities for ITSM 1/2 

System Preparation

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Configures the infr astructure to r un SAP Solution Manage r  Landscape Management (SLD Connections, LMDB Content), Java Connectivity, SAP BW, CA Introscope, E-Mail Communication, CRM Basics, Gateway Services

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Configures the basic s cenarios in SAP Solutio n Manage r  Basic Functions, Background Jobs, Solution Manager Content, Connection SAP to Solution Manager, Basic Dialog Users Needs to be performed after new installation and after an upgrade to perform delta configuration Overview screen informs you which configuration needs to be updated

Infrastructure Preparation

Basic Configuration  


Prepa res the sy stem for the configur ation  Connections to SAP, Corrections, Technical Users Needs to be performed fully after a new installation After upgrades it is required to update dialog & system users as well as to assign the appropriate default roles and to implement the appropriate Central Correction SAP Note

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Customer

Soluti on Manager S etup Mandatory Basis Side Activities for ITSM 2/2


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Customer

Prerequisites Step 1.1 – Check Prerequisites

Prerequisites Check ITSM Gateway Services 

Please double check the activation of Gateway Services for ITSM SAPUI5 Applications (Fiori)  Start transaction SOLMAN_SETUP  Mandatory Configuration  Infrastructure Preparation  ‘Enable Gateway Services 

AI_CRM_GW_CREATE_INCIDENT_SRV

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AI_CRM_GW_MYBUSI_REQUIRE_SRV

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AI_CRM_GW_MYMESSAGE_SRV SERVICE_GDAPI

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Customer

Agenda Day 1 

Overview

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Prerequisites

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Customer

Step 1.1 – Check Prerequis ites

automatic activity

Check Solution Manager Central Correction Note 

In this automatic activity, you can check if the newest version of the centra l correction note has been implemented in the system according to your SP stack.

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This note has to be implemented during the System Preparation scenario.

mandatory

Please ensur e that the newest version is impl emented to guarantee proper wor king of y our IT Service M anageme nt.

Act iv ati on


Scenario: Step: Acti vi ty:

System Preparation Apply Recent Corrections Essential ABAP Corrections

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Customer

Agenda Day 1 

Overview

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Prerequisites

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Customer


automatic activity

Check Piece List Activation 

The Piece List contains the default configuration for the IT Service Management.   

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mandatory

Business Roles for UI Configurations ITSM processes …

In this automatic activity, you can check if the Piece List has been activated successfully.

Act iv ati on



Basic Configuration Configure Basic Functions Activate Piece Lists

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Customer

Agenda Day 1 

Overview

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Prerequisites

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Customer


automatic activity

Check Connection to SAP Backbone 

mandatory

In this automatic step, you can check if the RFC destinations SAP-OSS & SAP-OSS-LIST-O01 are working correctly.

SAP-OSS  Send a message to SAP SAP-OSS-LIST-O01  Synchronize message with SAP AGS

Act iv ati on



System Preparation Set Up Connections to SAP RFC Connectivity

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Customer

Agenda Day 1 

Overview

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Prerequisites

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43

Customer


automatic activity

Check LMDB Configuration 

The Landscape Management Database LMDB synchronizes with the System Landscape Directory SLD to collect the following information from the system landscape:   

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mandatory

SAP Software Catalog (CR content) CIM Model Technical system landscape descriptions

In this automatic activity, you can check whether the full content synchronization between SLD and LMDB is finished.

Act iv ati on



Infrastructure Preparation Set Up Landscape Management Related Activities

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Customer

Agenda Day 1 

Overview

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Prerequisites

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Customer


automatic activity

Check Background Jobs 

mandatory

In this automatic activity, you can check if the following jobs are running:   

REFRESH_ADMIN_DATA_FROM_SUPPORT SM:GET CSN COMPONENTS SM:L ONG FILE EXT DOWNLOAD

Act iv ati on



Basic Configuration Schedule Jobs Activate related Jobs

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Customer

Agenda Day 1 

Overview

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Prerequisites

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47

Customer


automatic activity

Check Service Activation 

In this automatic activity, you can check if the relevant SICF Servic es for Web Dynpro & BSP applications have been activated:          

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mandatory

WEB DYNPRO ABAP SM_BASIC_SETTINGS* SM_CRM_UI SM_DTM SM_MONITORING SM_CROSS_SCENARIO SM_JOB_SCHEDULING SM_BPO_DASHBOARD SM_SDA SM_IMPLEMENTATION

The services are required for all scenarios in SAP Solution Manager


Act iv ati on


Basic Configuration Configure Basic Functions Activate Services

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Customer

Agenda Day 1 

Overview

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Prerequisites

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Customer


automatic activity

Check and Correct Number Range Intervals 

In this automatic activity, you can check if number range intervals exist for the number range objects that are needed for: 

CRM_INCDNT:

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CRM_SERVIC: CRM_PROBLM: CRM_KA:

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mandatory

Incidents, Service Requests, Operations Tasks Service Orders Problems Knowledge Articles

If no number range interval exists for one of these objects, the system automatically creates a default number range interval '01‘ from number = 8000000000 to number = 8999999999.


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Customer

Agenda Day 1 

Overview

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Customer


automatic activity

Check IBase Component and IObject Creation 

In this automatic activity, you can check if required infrastructure components for SAP Customer Relationship Management (CRM) that are used by the mandatory scenarios in SAP Solution Manager are configured

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With transaction IB53 you check the availability of IBase objects for SAP Systems. SAP Syste ms

mandatory

IBase Text

CRM ERP CI CI

CI


Object Act iv ati on


Infrastructure Preparation Configure CRM Basics Activities without green status

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Customer

Agenda Day 1 

Overview

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Prerequisites

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Customer


automatic activity

Check SAP Connect Configuration 

mandatory

In this automatic activity, you can check whether the infrastructure is set up for enabling SAP Solution Manager to send notifications using emai l and text messaging .

Act iv ati on



Infrastructure Preparation Set up E-Mail Communication Configure SAP Connect

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Customer

Agenda Day 1 

Overview

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Prerequisites

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Customer

Step 1.2 – Config ure Ma nual Prere qui sit es Enable Business Functions for ITSM 1/2 

In this activity, you can enable Switches which contain additional ITSM-specific functionalities



Following Switches should be activated:  CRM_IC_CEBP IC & communication-enabled Business Processes, Checklists  CRM_ITSM Process Enhancements (search filter, result list, etc.)  CRM_ITSM_ALERTS Email Notification Framework  CRM_ITSM_COM Content & Text Management Usability of Rule Modeler  CRM_RMD:   

CRM_SHSVC: UI_FRW_1: UI_FRW_1_DOCU:


.

Checklists / HTML Mail Forms CRM UI Enhancements CRM UI Enhancements

56

Customer

Step 1.2 – Config ure Ma nual Prere qui sit es

manual a ctivi ty

Enable Business Functions for ITSM 2/2

mandatory

Execution Activities 1. Press ‘Start Transaction’ 2. Press ‘Continue’ in Security Information popup

1 3

3. Search for the Switches by pressing ‘STRG + F’ 4. Check the documentation 5. Mark checkbox ‘Planned Status’ for every Switch 6. Press ‘Activate Changes’

2

7. Confirm activation © 2017 SAP SE or an SAP affiliate company. All rights reserved.

57

Customer

Agenda Day 1 

Overview

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Prerequisites

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58

Customer

Step 1.2 – Config ure Ma nual Prere qui sit es

manual a ctivi ty

Maintain SAP Customer Number  

mandatory

This step is responsible for maintaining your SAP custo mer number(s) . You can either download your customer number or enter it manually.

Execution Activities 1. Press ‘Start Transaction’ 2. Create a new entry for your individual customer number


59

Customer

Agenda Day 1 

Overview

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Prerequisites

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60

Customer

Step 1.3 – Config ure Automatic Prere quisi tes

automatic activity

Create Hierarchy for Service Products 1/3  

mandatory

In this automatic activity, you define the basic hierarchy for the product type ‘Service’ with assignment of related set types and attributes. Furthermore, the standard Service Product ‘INVESTIGATION’ is created which is required for default SLA time calculation.

Execution Activities 1. Select the activity 2. Press ‚Execute Selected‘ 3. Check the log information


61

Customer


manual a ctivi ty

Create Hierarchy for Service Products 2/3

optional

Check the creation of the hierarch y for Service Product s 1. Enter transaction: COMM_HIERARCHY 2. Start search by pressing ‘Start’

3

3. Click ‘SRVC_HIER’ 4. Drill down & select ‘SRCV_PROD’ 5. Check related ‘SetTypes’

1

4

2


62

Customer


manual a ctivi ty

Create Hierarchy for Service Products 3/3

optional

Check the crea tion o f Service Produc t ‘INVESTIGATION’ 1. Enter transaction: COMMPR01 2. Start search by pressing ‘Start’

1

3. Click ‘INVESTIGATION’ 4. Check Category ID


2

3

63

Customer

Agenda Day 1 

Overview

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


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


Prerequisites

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




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64

Customer


automatic activity

Background Job for Communication with SAP 1/4 

In this automatic activity, you are scheduling the periodic job for synchronization of messages SAP Active Global Support Backbone and your IT Service Management.



The following background job is scheduled:  REFRESH MESSAGE STATUS

mandatory

between

Sche dule Job with varia nt just in your productive environment. Check SAP Note 151 6780 concernin g r eport parameters. Execution Activities 1. Select the activity 2. Press ‚Execute Selected‘ 3. Check the log information


65

Customer

Step 1.3 – Config ure Automatic Prere quisi tes Background Job for Communication with SAP 2/4 

Assignment block ‘SAP Collaboration’ within an Incident or Problem record provides the possibility to request support from SAP Active Global Support Backbone instead of using SAP Service Marketplace

Start Guided Procedure

Component for testing purposes

Required technical system information filled by the defined Configuration Item (Details assignment block)


66

Customer

Step 1.3 – Config ure Automatic Prere quisi tes Background Job for Communication with SAP 3/4  

Start the Guided Procedure for message forwarding Provided solutions, SAP Notes & attachments are directly enriched within Incident & Problem records

Guided Procedure

Validation check has to be successful

Required issue description for SAP (also available in Text assignment block


67

Customer

Step 1.3 – Config ure Automatic Prere quisi tes Background Job for Communication with SAP 4/4   

The status of your record switches after sending to ‘Sent to SAP’ The records switches to status ‘In Process’ in case that SAP AGS provided an answer Message information at side of SAP AGS are provided directly in the assignment block ‘SAP Collaboration’

Trigger manual update immediately independent from the background job

Message information at side of SAP


68

Customer

Agenda Day 1 

Overview

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Prerequisites

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

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69

Customer


automatic activity

Create Messages Customizing (BCOS_CUST) 1/2 

optional

In this automatic activity, you are executing the configuration to create messages out of the SAP Solution Manager system itself using the SAP GUI menu Help:  Help Create Suppor t Message

The table BC OS_CUST has also to be maintained in order to b e able to send a message to the SAP Solut ion Manager Se rvice Desk via t he Help Fe edback fun ctio nality i n a Managed S ystem.


70

Customer

Step 1.3 – Config ure Automatic Prere quisi tes Create Messages Customizing (BCOS_CUST) 2/2 

Solution Manager menu: ‘Help



or double-click SAP Logo




Create Support Message’

71

Customer

Expert Guided Impl ementatio n How to get help

How to get help

Customer

[email protected]

SAP Expert

During the execution part you have direct access to the Expert via telephone number to solve questions quickly. Please ensure that the remote connections are open and that we can logon to your system. © 2017 SAP SE or an SAP affiliate company. All rights reserved.

72

Customer

Thank yo u

Appendix Settings for IE / Chrome / Firefox Background Job for Communication with SAP

Setti ngs for IE / Chro me / Fir efox

Deactivate Pop-up Blo cker 

Internet options  privacy

Al lo w Sc ri pt in g 

Internet options  security  custom level


75

Customer

Background Job for Commun ication w ith S AP

manual a ctivi ty

REFRESH MESSAGE STATUS 1/3

optional

Create a va riant fo r a specifi c Customer Number 

Call report AI_CRM_IM_UPDATE_FROM_SAP



Maintain parameter concerning your business needs



Click ‘Save’ to enter an variant name



Mark ‘Only for Background Processing’



Save new variant


76

Customer


manual a ctivi ty


optional

Sche dule Background Job 

Press ‘Start Transaction’



Enter job name ‘REFRESH MESSAGE STATUS‘



Click ‘Step’



Enter ABAP program ‘AI_CRM_IM_UPDATE_FROM_SAP‘ with created variant



Save your settings


77

Customer


manual a ctivi ty


optional

Sche dule Background Job 

Define start condition - Immediate start - Periodic job - Hourly


78

Customer

© 2017 SAP SE or an SAP a ff il iate com pany. All ri gh ts reserved. No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP SE or an SAP affiliate company. SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP SE (or an SAP affiliate company) in Germany and other countries. Please seehttp://global12.sap.com/corporate-en/legal/copyright/index.epxfor additional trademark information and notices. Some software products marketed by SAP SE and its distributors contain proprietary software components of other software vendors. National product specifications may vary. These materials are provided by SAP SE or an SAP affiliate company for informational purposes only, without representation or warranty of any kind, and SAP SE or its affiliated companies shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP SE or SAP affiliate company products and services are those that are set forth in the express warranty statements accompanying such products and services, if any. Nothing herein should be construed as constituting an additional warranty. In particular, SAP SE or its affiliated companies have no obligation to pursue any course of business outlined in this document or any related presentation, or to develop or release any functionality mentioned therein. This document, or any relate d presentation, and SAP SE’s or its affiliated companies’ strategy and possible future developments, products, and/or platform directions and functionality are all subject to change and may be changed by SAP SE or its affiliated companies at any time for any reason without notice. The information in this document is not a commitment, promise, or legal obligation to deliver any material, code, or functionality. All forwardlooking statements are subject to various risks and uncertainties that could cause actual results to differ materially from e xpectations. Readers are cautioned not to place undue reliance on these forward-looking statements, which speak only as of their dates, and they should not be reli ed upon in making purchasing decisions.


80

Customer

DAY 1 - EGI - ITSM - 72SP03

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