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Incident & Problem Management How to configure
ALM Solution Management
2011
UI Framework & Personalization
© 2011 SAP AG. All rights reserved. 3
Web Client User Interface Key Features
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
The Web Client User Interface is the first step into a new era of user
interfaces regarding usability and flexibility for the business user.
© 2011 SAP AG. All rights reserved. 4
UI Configuration – WebClientKey Features
To adjust the CRM user
interface to your corporate
identity and to your
business needs a bundle of
integrated tools is provided
Efficient and Holistic
UI Configuration
UI Configuration Tool
Business Role and
Navigation Bar
Customizing
Design Layer
Customizing
Application Enhancement
Tool (AET)
BSP WD Component
Workbench
Tools
Add new fields
Position fields on views
Rename field labels
Use personalization
Define captions
Define Navigation Bar
entries
Create Business Roles
Examples in UI
Configuration
© 2011 SAP AG. All rights reserved. 5
Design Layer – Web Client User Interface Key Features
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
Features of the Design Layer
© 2011 SAP AG. All rights reserved. 6
Application Incident Management
Application Enhancement Tool Screenshot: Detailed Field View
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
Supported Methods
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. 7
WebClient FrameworkPersonalizing 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 Links
Widgets
Web Links
Personalize User Data
Password settings
User Information
More Information : Online Documentation
© 2011 SAP AG. All rights reserved. 8
WebClient FrameworkPersonalizing 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. 9
WebClient FrameworkUI 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. 10
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
SAP Solution Manager
Professional
Processing incidents/
problems /changes
IT Service Requestor*
Entering and tracking of
incidents
IT Service Desk*
Central interface to
assist end-users in Call
Center
* SAP CRM ITSM Standard roles
© 2011 SAP AG. All rights reserved. 11
Authorization Roles & CRM Business Roles
Guide: “Business & Authorization Roles”
New CRM UI authorization roles:o SAP_SM_CRM_UIU_SOLMANPRO -> Used for CRM Business Role assignment
o SAP_SM_CRM_UIU_FRAMEWORK -> General CRM UI authorizations
o SAP_SM_CRM_UIU_SOLMANPRO_PROC -> CRM UI for message processors
o SAP_SM_CRM_UIU_SOLMANPRO_ADMIN -> CRM UI for administrators
o (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. 12
UI Authorization Roles: PROC vs. ADMIN vs. CHARM
+ *_UI_ADMIN + *_UI_CHARM*_UI_PROC
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. 13
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. 14
Web Client User Interface
Please find more information in the Web Client UI Guidelines in
http://service.sap.com/rkt-solman
Setup, Services & Administration
© 2011 SAP AG. All rights reserved. 16
Application Incident Management Configuration steps
Adjust Categorization Schema
Adjust Status Schema
Defiine Notifications
Define Dispatching rules
Maintain SLA and escalation procedure
Set up Reporting
© 2011 SAP AG. All rights reserved. 17
Application Incident ManagementBasic configuration
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)
SAP Solution Manager includes all Incident Management relevant
customizing objects in a piece list
Solman_Setup
Transactions
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 ManagementSet up technical environment
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)
Additional technical installations are necessary to run Application Incident
Management
Solman_Setup
T-Rex Guide
Interactive Reporting Guide
Transactions / Guides
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. 19
Application Incident ManagementCustomer 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 SPRO
Application Incident Management –
Configuration Guide
Transaction / Guides
© 2011 SAP AG. All rights reserved. 20
Application Incident ManagementRoles 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.
Transaction pfcg
Message reporter
SAP_SUPPDESK_CREATE_COMP
Message processor
SAP_SUPPDESK_PROCESS_COMP
Administrator
SAP_SUPPDESK_ADMIN_COMP
Composite roles IT Professional
Provisioning of expert
knowledge
IT End-User
Entering and tracking of
incidents
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 ManagementMaster 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
SU01
BP
PPOMA_CRM
AISUSER
BP_GEN
AI_SDK_USER_BP_GEN (report)
Transactions
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 ManagementUser interface personalization
Add visible Assignment Blocks
Hide fields
Re-arrange Home screen
User layout settings
To adjust the CRM user interface to your corporate identity and to your
business needs a bundle of integrated tools is provided
Perzonalisation on the Webclient UI
Tools / Guides
Define saved searches
Define Favorites
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 ManagementBest Practice configurations -optional
Mail notifications
SLAs, service times and escalation procedure
Dispatch and Auto Routing
Multilevel Categorization
Interactive Reporting
Enhance the Incident Management process with individual customizing to
align it to your support processes.
Multilevel Categorization Guide
Dispatching with BRF+ Guide
Interactive Reporting Set Up Guide
Tools / Guides
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 ManagementCustom enhancements - optional
Change the Business role layout to your requirements (Remove fields, Change descriptions)
Design own Assignment Blocks
Integrate links and transactions
Enhance the Business roles with own custom fields.
Tools / Guides
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
UI Configuration Tool
Business Role and Navigation Bar
Customizing
Design Layer Customizing
Application Enhancement Tool (AET)
BSP WD Component Workbench
© 2011 SAP AG. All rights reserved. 25
Application Incident ManagementUI administration - optional
Personalize the Business roles as administrator, which is changing the
layout for all users
Personalization on the WebClient UI with
administrator authorization
Tools / Guides
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
Add visible Assignment Blocks
Hide fields
Re-arrange Home screen
Define saved searches
Define Favorites
User layout settings
© 2011 SAP AG. All rights reserved. 26
Application Incident Management10 steps to become an expert
1 2 4
7 6 58
910
SAP Solution Manager
Book (release in Q4/2011)
SAP Help Portal –
http://help.sap.comSelf Learning Maps
http://service.sap.com/RKT-
SOLMANSAP Training “SM 200”
Best Practices Configuration
Business Process Repository
Developer Network Forum
- Service Desk Forum& Blogs-
ALM overview
http://service.sap.com/ALM SAP ITSM overview Overview, Demos & Guides
http://service.sap.com/ALM-Processes
Expert Guided
Implementation -
Service
3
© 2011 SAP AG. All rights reserved. 27
Expert Guided ImplementationTraining, Practical Experience, Expert On Demand
Day 1 Day 2 Day 3 Day 4
SAP expert explains step-by-step
configuration using training materials
Execution, 2-3 hours on the same day
Participants have direct access to an
SAP expert who directly supports
them remotely, if necessary, during
the execution
Empowering, Web session, 1-2 hours each morning
Participants execute demonstrated steps
within their own project, on their own
SAP Solution Manager software
Expertise on demand, during execution
Incident & Problem – Configuration hints
© 2011 SAP AG. All rights reserved. 29
Application Incident ManagementBusiness Partner Functions in Incident Management
Customer (Corporate account)System owner
Determination of system (Ibase) assignment
Supplier / Customer
ReporterEnd user or key user who reported or created the
support message
Support TeamQueue 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 ProcessorCurrent processor claims the message by entering
his BP number
© 2011 SAP AG. All rights reserved. 30
Application Incident ManagementBusiness 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)
System ID: POD 100
User: HSCHMITT
Log-in User
BP number: 4812
Name: H. Schmitt
Ident: POD_100_....
User: HSCHMITT
Managed system - User
User: HSCHMITT
Initial Password
Business Partner
© 2011 SAP AG. All rights reserved. 31
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 notificationsee note 1512895
(executed via action <action_profile>_find_team_send_email)
b. Manual dispatching without e-mail notificationsee IMG activity SOLMAN_SD_AUTOMESSAG
(executed via action <action_profile>_msg_dispatch)
3. CRM standard dispatchUses 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. 32
Service start
MPTIRT
Off time Off time Off time
Customer Action
Service start
MPTIRT
Improved calculation in Solution Manager 7.1
Calculation in CRM
Application Incident Management SLA Procedure Improvements
© 2011 SAP AG. All rights reserved. 33
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. 34
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. 35
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. 36
Application Incident ManagementMultiple Categorization Blocks
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
Catalog Category C: Overview
of Damage/Defect/Reasons
Catalog Category D: Defect
Locations/Object Parts
© 2011 SAP AG. All rights reserved. 37
Application Incident ManagementAssignments 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.
© 2011 SAP AG. All rights reserved. 38
Application Incident ManagementExample: Suggest Knowledge Articles
“Suggest Knowledge Articles” will determine
knowledge articles from the categorization schema
for the selected category
© 2011 SAP AG. All rights reserved. 39
Application Incident ManagementMultilevel Categorization Customizing
Define which transaction type – catalog categorization combination will be
used for Find Related Objects, Auto Complete, Item Determination.
© 2011 SAP AG. All rights reserved. 40
Application Incident ManagementItem Determination
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
In item determination customizing you define whether the Incident„s item should
be determined automatically by selecting a multilevel categorization entry in the
Incident.
© 2011 SAP AG. All rights reserved. 41
Application Incident ManagementAuto 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. 42
Application Incident ManagementSystem 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. 43
Application Incident ManagementService 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. 44
Application Incident ManagementImpact / 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. 45
Application Incident ManagementDate Calculation / Settings for Durations
Track the duration of how long
the Incident was in certain
status
Store the date when the
Incident reached a certain
status
You can track durations and
dates based on status changes in
the Incident.
Durations are recorded and
displayed in the Dates and Service
Level Agreements assignment
blocks.
© 2011 SAP AG. All rights reserved. 46
Application Incident ManagementProcessing 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. 47
Application Incident ManagementDispatch: Rule Modeler Contexts
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
To enable rule-based dispatching of Incidents (and problems), a new context for
Service Request Management has been established for the rule modeler.
© 2011 SAP AG. All rights reserved. 48
Application Incident ManagementDispatch: 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. 49
Application Incident ManagementDispatch: 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. 50
Application Incident ManagementTime Recording
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
You can define which service confirmation transaction type is used for Time
Recording per transaction type:
© 2011 SAP AG. All rights reserved. 51
Application Incident ManagementChecklist 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. 52
Application Incident ManagementChecklist 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. 53
Application Incident ManagementChecklist 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. 54
Application Incident ManagementChecklist 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. 55
Application Incident ManagementAuto 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. 56
Application Incident ManagementAuto 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:
Define two rules with following parameters within the rule policy and release rules:
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
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. 57
Incidents and problems will be created automatically depending on the inbound e-
mails.
Create the rules in the rule modeler, e.g. in the business role IC_MANAGER →
Process Modeling → Create Rule Policy.
Application Incident ManagementERMS (for Interaction Center) : Define Rules for Automatic Creation of Incidents and
Problems (1/2)
© 2011 SAP AG. All rights reserved. 58
To be able to trigger several rules, use the DEFAULT rule of the E-Mail Response
Management System to invoke all relevant rules.
Application Incident ManagementERMS (for Interaction Center) : Define Rules for Automatic Creation of Incidents and
Problems (2/2)
© 2011 SAP AG. All rights reserved. 59
Application Incident ManagementERMS (for Interaction Center) : Automatic Linking of Reply E-Mails
Dear helpdesk,
I am not able to access
your support page.
Please advise.
Best regards,
Joe Smith
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.
© 2011 SAP AG. All rights reserved. 60
Application Incident ManagementERMS (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. 61
Application Incident ManagementERMS (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. 62
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
Application Incident ManagementERMS (for Interaction Center) : Further Settings
© 2011 SAP AG. All rights reserved. 63
Application Incident ManagementHow 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. 64
Application Incident ManagementHow to set up the Message Reporting (2)
Enter specific BI settings and extraction settings
© 2011 SAP AG. All rights reserved. 65
Application Incident ManagementHow 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. 66
External Service Desk IntegrationOverview
Service Desk - various applicationsInterface for external systems
Generic 3rd party
adapterSpecific
extensions
HP QC
IBM Rational
…
CRMD_ORDER
SolMan Workcenters
CRM Web UI
Custom. Application
WebService
operations
WS operations
WS operations
Actions
CRM BAdis
Mapping
Delta Handling
Inbound/Outbound
processing
BAdis
© 2011 SAP AG. All rights reserved. 67
External Service Desk IntegrationMajor development objectives
UI Improvements
New Assignment Block “External Help Desk”
Actions (Forward, Synchronize, Propose Solution..) implemented as one-click actions
Information about external message data on UI (External Message ID, Agent, Flags..)
No 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. 68
External Service Desk IntegrationWhere 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. 69
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. 70© SAP 2008 / Page 70
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
Upgrade
© 2011 SAP AG. All rights reserved. 72
Application Incident ManagementWhat happens after the upgrade?
Overview of the transaction types
Incident Management Change Request Management
Transaction types 7.0 Transaction types 7.1
SLFN
Standard incidentSMIN
Standard incidentSIST
Standard incident with
SP18
n/a
SMDT
New incident for
damaged test cases
n/a
SMPR
New transaction type
for problem messages
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
After the upgrade new transaction types are replacing the SAP Solution
Manager 7.0 transaction types for incident and change request management
processes.
© 2011 SAP AG. All rights reserved. 73
Application Incident ManagementUpgrading SAP Solution Manager
Impact on IT Service Management processes
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.
New
Transaction
Type
Old
Transaction
Types…process old tickets until they are closed…
After upgrade to SAP Solution Manager 7.1
…ticket processing…
transition phase
Old
Transaction
Type
Old
Transaction
Type
New
Transaction
Types
New
Transaction
Type
<< create >>
<< create >>
© 2011 SAP AG. All rights reserved. 74
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. 75
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. 76
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. 77
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. 78
Application Incident ManagementFurther 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. 79
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