MSG Processing Service Desk for VARS

Message Processing withSAP Solution Manager Service Deskfor Channel Partners (VAR)

Solution Manager Product ManagementFebruary 2008

Standard End-to-End Process View VARs

SAP 1st and 2nd level support,on demand expertise and

management of software updates

Customer 1st

and 2nd level(SAP self services)

3rd level support and provisionof software updates

VARCUSTOMER

SDN SAP ServiceMarketplace

© SAP 2007 / Page 3

Technical information on contextand system

Comprehensive description of theproblem

Specific product component

Usage of SAP Expert Forums andother sources

Search through own formermessages

1st LevelComplete the problem description

(include/correct missing / wrong information)Check the priority based on the given

definition (Prio1)Translate into EN if necessary

Assign incident to a product componentEnsuring working remote connection

Search support database(e.g. notes and messages)

Ensuring End User‘s activitiesAdding any attachements that could help

2nd LevelSeaching for errors

Checking the customizing settingsAnalyze dumps, write traces, debug

Reproduce the incidentAccess customer system when

necessaryTest the solution

Provide workaroundUsage of SAP expert forums

and other sourcesSummarize status beforeforwarding to SAP support

Technical information on contextand system

Comprehensive description of theproblem

Specific product component

Usage of SAP Expert Forums andother sources

Search through own formermessages

1st / 2nd / 3rd level tasks

END USER OR PARTNER PARTNER DEVELOPMENT SUPPORT

© SAP 2007 / Page 4

Steps to Your Own SAP Solution ManagerService Desk for Your Customer’s Messages

Implementation1. Getting installation number (done by SAP contract department)

2. Ordering SAP Solution Manager software according to SAP note 6289013. Calculating hardware with sizing giude => (http://service.sap.com/solutionmanager Information for VARs, ASPs and AHPs Setup Documents (SP15+)

4. Odering hardware5. Installation SAP Solution Manager (Security Guide: http://service.sap.com/solutionmanager Information for VARs, ASPs and AHPs Setup Documents (SP15+)

& ( Online documentation)

6. Getting SAP Solution Manager License Key from SAP Service Marketplace (http://service.sap.com/LICENSEKEY)

7. Installation Download Manager from SAP Service Marketplace in Download Basket (http://service.sap.com/SWDC)

8. Performing SAP Solution Manager Basic configuration (including Maintenance Optimizer) and install latest notes9. Information to customers about future message process and requirement of a customer’s S-user (S-user + pw, as of SP15 S-user

without special authorizations) as per Security Guide requirements10. Configuration of Scenario for VARs (see SP15 Config Guide for Service Desk for VARs under Setup Documents (SP15+)

11. Download of master data (user data and system data) of VAR and VAR’s customers12. Installation of Web Dispatcher and web interface for customer web access to SAP Solution Manager13. Training of support employees and pilot customers14. Test and piloting with first customers15. Roll-out to customers about go live date of new process and user access to Service Desk (same S-numbers as in SAP Service

Marketplace)16. Optional: information to customers about Maintenance Optimizer service17. Notification to SAP with go live date and partner’s Solution Manager URL for his customers (message to SAP component sv-smg-

sup)18. Customers get message in Message Wizard in SAP Service Marketplace about changed message processing and link to partner’s

Service Desk web interfaceOperation

Update messages SAP Partner’s SAP Solution ManagerUpdate users and system data

http://service.sap.com/solutionmanager

http://service.sap.com/solutionmanagerInformation

http://service.sap.com/LICENSEKEY

http://service.sap.com/SWDC

SAP SolutionManager

Service Desk

SAP

RFC per Customer

PartnerPartner‘sCustomer

Web Access to Customer‘sWork Center for MessageCreation and Processing

Customer – Partner – SAP - Network

WebDispatcherhttps:

Data Flow with SAP Solution Manager ServiceDesk for VARs

© SAP 2007 / Page 6

ChannelPartner (VAR)

SAP GlobalService Backbone

AutomaticMessage exchange1

3

SynchronizationCustomer User& System data

Partner’sCustomers

Synchronization of partner‘s customers user and system data with SAPNew WebUI for customer‘s access to Service Desk (WebDynpro)Automatic forwarding of prio 1 message outside of partner‘s business hoursSearch on all customer messages for channel partners in SAP Service Marketplace

Cust 3WebUI

Cust 1

Cust 2WebUI

https:

https:

SAP

SAPSAP

SAP

RFC

RFCRFC

Several Ways of Messages through 3 Levels

SAP Solution ManagerService Desk

Customer

Partner

SAP SAPService & Support

Backbone

Support message fromSAP Solution

Message in partner‘s ServiceDesk- by phone- by customer user direct access

Searching insolution

database

Message forwarding

Web Frontend

SAP Solution ManagerService Desk1

23

4

1st & 2nd Level Support

3rd Level Support

Message Forwarding Dependent on OfficeHours

1st & 2nd Level Supportin SAP Solution ManagerService Desk of Partner

3rd Level SupportSAP Service & Support

Backbone

Customer Frontend

Cus

tom

erP

artn

erS

AP

During Partner’s Office Hours Prio1 Outside Partner’s Office Hours

Message Flow – Partner‘s Office Time

© SAP 2007 / Page 9

Customer Partner SAP

1) New Message

5) Solution Provided(by SAP)

4) Message forwardedto SAP

6) MessageConfirmed


2) Solution Provided(by Partner)

SolutionProposal

3) Messagefor Processing

NocompleteSolution

6) MessageConfirmed

RightSolution

SolutionProposal

(3 level support)(1 & 2 level support)

Partner Message Searchon all customer messageswithout customer related

data in SAP ServiceMarketplace

If solution not availablemanual Forwarding

Automatic Forwardingto Customer if flagged

in single message

Automatic Forwardingto SAP

Message Flow – Prio 1 Outside Partner‘s OfficeTime

© SAP 2007 / Page 10

Customer Partner SAP

1) New Message


4) Message forwardedto SAP

6) MessageConfirmed


6) MessageConfirmed


Automatic Forwardingto Customer


(all level support)(no support)

Message Processing for Key User viaWorkCenter

© SAP 2007 / Page 11

1. Entry screen forCustomer‘s WebUI

2. Create new message

3. View new message

Message Processing for Partner SupportEmployee

© SAP 2007 / Page 12

List of messagesfor processor

Process message

Forward message to SAP Supportor send back to Customer


IBaseCustomerInstallation

SystemClient

Authorization

SMSYSystems

Logical Components

SolutionLog. Components

SystemsEWA processing

Reports

SU01Create userfor S-User

BPCreate BPfor S-User

Customermessage

Initial andsynchronization

MOPz

SolutionManager@Partner

Automatic Data Exchange and Initial DataTransfer

Integration of Partners in to SAP's GlobalService Backbone – Details

SAP SolutionManager@Partner

IBaseCustomerInstallation

SystemClient

Authorization

AutomaticData Exchange

(and Initial Transfer)

RFC

RFC

RFC

SU01Create

user for S-User

BPCreate BPfor S-User

Optional:customer systems

connected for services(e. g. EWA)

Customer WebUI

https https https


SMSYSystems

Logical Components

SolutionLog. Components

SystemsEWA Processing

Reports

Go-Live Process: Sent Notification to SAP

© SAP 2008 / Page 15

VAR

© SAP 2007 / Page 16

Thank you!

Partner Message Search in SAP Support Portal

© SAP 2007 / Page 17

Search for Solutions on all SAP customer messages (anonymized).The PMS is available for partners only.

© SAP 2008 / Page 18

Thank you!

© SAP 2008 / Page 19

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