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Application Incident Management: Newfeatures in SAP Solution Manager 7.1

Purpose

This document tries to be a fast read to see which are the changes in this scenario in SAP Solution Manager7.1.It is valid for the configuration of the following Incident Management scenarios:

Default or Standard scenario: You use the normal Incident Management ->aiuser 2 columns Service Provider: You run an incident management for several customers -> aisuser 3 columns,

BAdI implementation AI_SDK_SP_RFC_RP is active Software Partner: You develop additional SAP software and get your messages from SAP->aisuser

has ISV entry

Overview New user interface New transaction types Use of Assignment blocks in the new transaction types How to work and search Incident Management documents Support of SLFN transaction types in Solman 7.1, transition from SLFN to SMIN Importance of creating your own transaction type Service Providers: parameters ONE_CCC_USER_FOR_ALL_CUST and

ONE_RFC_TO_SAP_FOR_ALL_CUST

Section 1: General information

1.1. New user interface

This new user interface is based on CRM Web Client UI framework.

As of SAP Solution Manager 7.1, completely new transaction types are available for Incident Management,these new transaction types can be created and edited using the WebClient UI interface.

Documents will be opened in a url with this format:https://xxx:yyyyy/sap/bc/bsp/sap/crm_ui_start/...

As you can see from the url above the SAP CRM Web UI, crm_ui, is based on BSP-Applications.

Application Incident Management: New features in SAP Solution Manager 7.1


The new user interface does not support the existing old transaction types like SLFN, SIVA andSISV, so you cannot open an old transaction type document in this interface, only in SAP GUI orvia the workcenter webdynpro url.

The old CRM functionality for CRM 5.0 is based on SAP GUI but the new CRM 7.0 based on HTML-browserpages, the look and feel between these two versions of CRM are completely different.

If you go to the transaction type and you click in Channel of a transaction type you will see thatfor the new transaction types the channel is GUI CRM WebClient UI, for the old transactiontypes the channel was empty, see for example the new SMIN with the old SLFN:

The WebClient UI interface replaces the SAPGUI transactions crmd_order and crm_dno_monitor. The IncidentManagement Work Center is still available in Solman 7.1.The former SLFN based documents cannot be displayed or processed in the SAP WebClient but it can bedisplayed and processed in the Incident Management Work Center.Note: From SP5 onwards old transaction types can be displayed in sm_crm, please maintain the 'documenttype' under spro point "Assign Implementation to Change Transaction Types" for these old transaction typeswith the same value that you can see for the equivalent new transaction type.

1. 2. New transaction types

As of SAP Solution Manager 7.1, completely new transaction types are available for Incident Management.

This means that the customizing of the old transaction types will not be modified when the Solution Manager7.0 is upgraded to Solution Manager 7.1.

All new functionalities and features are only available for new transaction types.

These are the new transaction types supplied by SAP:- SMIN Incident Incident (IT Service Management)- SMIS Incident ISV Incident ISV (IT Service Management)- SMIT Incident Template Incident Template (IT Service Mgmt.)Templates that can be created for reoccurring incidents.- SMIV Incident (VAR) Incident VAR (IT Service Management)



- SMPR ProblemUsually, a problem is used to investigate the underlying cause of an incident.

- SMPT Problem Template

- SMRQ Service Request

- KNAR Knowledge ArticlesA knowledge article is a new CRM 7.0 object which enables you to create, represent and distribute knowledgewithin your organization. Knowledge articles can be used in the SAP WebClient and ensure a faster access tospecific information via categorization and full text search.For more information on knowledge articles:http://help.sap.com/saphelp_crm70/helpdata/EN/dd/3d7602ec894bb9a8ed4c1fe52031de/frameset.htm

- SMRQ Service Request- SMRT Service Req Template

1.3. Use of Assignment blocks in the new transaction types

When you open a new incident document the first thing that you see is that the tabs under Transactional Data,Partners, Actions, Status, etc. are being replaced by different Assignment blocks AB.



Depending on the transaction type there are some AB available, like for SMIN that you can always select or notto display, see below:

Initially the feeling is strange but after playing a little with the documents types you will see that all informationis there, only in a different way.For SMIN I have to remark these AB:

- Details:

- Text:



- SAP Collaboration:

- Processing Log (Actions in old SLFN):

- Scheduled actions:

- Service Level Agreement:



- Status:

- Change History:

- Time Recording:

- Business Partner:

1.4. How to work and search Incident Management documents

For the new CRM_UI transaction types, the general recommended strategy is as follows:

- "Professional" message processors and administrators can work full-time in the CRM UI, they can use the ITService Management, ITSM, for editing and for searching the created documents.You can get this ITSM by calling /ncrm_ui from a solman 7.1 system, this will open a url like:http://.../sap/bc/bsp/sap/crm_ui_start/default.htm



- "End users" (also known as "Key Users") can work full-time in the work center, where they are restricted tosee only their own customer data, reported by is directly filled with the BP of the user creating the incident andthe shown ibase component are limited to the ones indicated in the BP of the user. CRM UI is not designed forbeing used by key users.Note: In Solman 7.1 SP05 SAP is delivering a business role SOLMANREQU for key users works in CRM UI viatcode sm_crm with a particular interface to allow key user to create incidents and service request.

For the old transaction types, existing SLFN messages, you can work and search them in the IncidentManagement work center. Work center will show you the old and also the new transaction types documents.

Note: From SP5 onwards old transaction types can be displayed in sm_crm too, please maintain the 'documenttype' under spro point "Assign Implementation to Change Transaction Types" for these old transaction typeswith the same value that you can see for the equivalent new transaction type.

You can call the workcenter via:-/nsolman_workcenter: this will open the WC embedded in a sapgui screen-/nsm_workcenter: this will open the WC in a Internet browser

If you choose an old document the URL opened will be a webdynpro url: http://xxx:yyy/sap/bc/webdynpro/sap/ags_workcenter...

For the new document crm_ui bsp will be open: http://xxx:yyy/sap/bc/bsp/sap/crm_ui_start/

From the Incident Management work center you can start the WebClient UI directly, call ITService Management



1. 5. Support of SLFN transaction types in Solman 7.1, transition from SLFN to SMIN

There is no migration from former SLFN documents to SMIN documents, as the new SAP ITSM functions areonly available in the SAP WebClient with new business object types.

The former Incident Management scenario, SLFN documents, can still be used after an upgrade to the nextSAP Solution Manager release. SAP recommends a transition phase, as shown in the figure below.

Existing support messages (SLFN) should be processed in the Work Center or SAP GUI, until they arecompleted.

See note 1613908 Old Transaction Types in SAP Solution Manager 7.1

There is no support for using crmd_order or the old message documents in 7.1. The note states that existingdocuments can be finished but if you continue creating new ones with the old transaction types you will not getany support.

1.6 Adding new 7.1 custom transaction types to the CRM_UI



Since SP03 in solman_setup there is step copying transaction types to customer namespace, the reportAI_CRM_CPY_PROCTYPE will perform everything for you, and all newly created transactions will be availablein crm_ui!See note 1493264: FAQ note for copying ChaRM transaction types (Web UI)

Section 2. Configuration

Please get the guide Application Incident Management - Configuration and Upgrade Guide Mai 2011 fromservice.sap.com/instguides ->SAP Components ->SAP Solution Manager-> Release 7.1 -> 6. AdditionalGuides

Just like a summary, when you finish your upgrade to solman 7.1 or the new installation you need to performthese steps:- Run solman_setup and run System Preparation, Basis Configuration and Managed System ConfigurationstepsNote: In SP03, in the Basis Configuration step 5 you activate the PIECE LISTS that contains the standardcustomizing for the new transaction types like Incident SMIN.

Piece list AI_CUSTOMIZING importedThis piece list contains the default configuration, for example Maintenance Optimizer, Service Desk orChange Request. The SAP default customizing will be copied from client 000 to your logon client andoverwrite only SAP customizing. This activity has no effect on customer configuration and has to berun after each Support Patch import.Because of this it is very VERY IMPORTANT that you copy all transaction types into your ownnamespace or , namespace before starting to use Incident Management, copy



transaction types, copy status profiles, action profiles, etc if not your modifications to thestandard will be overwritten after the next support package import. So, when using standardcustomizing, you should copy all standard entries into your own namespace or , namespace.This is really important in Solman 7.1!!!

After each Support Patch application you have the option to use report AI_CRM_CPY_PROCTYPE"Update option" to update already copied transaction types with new shipped SAP standardconfiguration.You cannot perform this activity in a production client, so you can change your client settings in scc4temporarily or do this activation in solman development system and imported it in the next systems.

The following standard transaction types are delivered by SAP for Change Request Management: SMCR Request for Change SMHF Urgent Change SMMJ Normal Change SMTM Defect Correction SMCG General Change SMAD Admin Change SMCT Change Request Template

SAP strongly recommends to copy the default transaction types into the customer namespace before you startto use them productively.

As of release 7.1 you do not need to activate BC-sets for any functionality as they are replaced by thecustomizing piece list, for the new transaction types.

- Now run solman_setup and run IT Service Management for Incident & Problem Management



The following screenshots were taken from a Solution Manager 7.1 SP03 system.1. Check Prerrequisite: you check that the Piece List activation was executed correctly2. Copy Transaction Type: you can trigger from here the creation of ZMIN transaction type as a copy of the

SMIN transaction type. You can also copy Business Role

It is time to check guide Business & Authorization Roles

__ 3. Automatic Configuration

BCOS_CUST entry is created

4. Manual Configuration



For this point I want to remark these configuration points:

4.2. Classify Transaction Type(s)Choose the transaction type from the value help (transaction types in PROCESS_TYPE andPROCESS_TYPE_ADD maintained in DNO_CUST04).Choose the type of each transaction type:

Default scenario: You use the normal Incident Management. Service Provider: You run an incident management for several customers. Software Partner: You develop additional SAP software and get your messages from SAP. Business ByDesign: Your run an incident management for customers with the product SAP Busines

ByDesig

4.3. Maintain SAP Customer numberBefore running this point let me introduce two parameters in dno_cust04 that I think are really important forService Provider scenario configuration:ONE_CCC_USER_FOR_ALL_CUSTONE_RFC_TO_SAP_FOR_ALL_CUST Parameter ONE_CCC_USER_FOR_ALL_CUSTIf your SAP customer numbers is registered as a Customer Competence Center (CCC) at SAP them youshould have a CCC S-user. I this is the case you can set X for this parameter in dno_cust04, but you need toensure that you see this for the S-user SAP SMP authorizations:



If you have a S-user of CCC type them you only need to maintain in aisuser one entry with:- CCC customer number and this CCC S-user.See note 1443531 Working with users that have CCC authorizationYou only need to define one s-user with CCC authorization for the CCC number. If a customer-specific user is not found in AISUSER for a customer number, the system determines the leadCCC customer from V_AISAPCUSTNOS and uses the s-user entry that is assigned to this customernumber in AISUSER for communication with the SAP back end. If an entry is not found inAISUSER for the CCC customer number, the user from the destination is used, as is currently thecase.

Parameter ONE_RFC_TO_SAP_FOR_ALL_CUST If your customer number is registered as a value-added reseller (VAR) at SAP, you can select X for thisparameter in dno_cust04, it means that you are activating the One rfc destination scenario, so you dont needto create one RFC connection per customer number and you dont need to get the password of the S-usersprovided per your managed customers. But still you need to get a good S-user.Let me show you an example as most of the issue in Service Provider configuration are coming here.You are Service Provider Cust. No. 1111You are providing support to several installation numbers:Cust. No. 1111: Support provider of:

Inst. No. 2220 of customer number 2222 Inst. No. 2221 of customer number 2222 Inst. No. 3330 of customer number 3333 Inst. No. 5551 of customer number 5555

At SAP contract level you are the support provider of several installation numbers, each of them under onecustomer number.



So, if customer number 1111 is not having a CCC contract them you need to get the following Susers: S-user for Inst. No. 2220 and 2221 of customer number 2222 S-user for Inst. No. 3330 of customer number 3333 S-user for Inst. No. 5551 of customer number 5555

You need that the Suser has the following authorization in SAP SMP: Create Customer Messages Send Customer Messages to SAP Confirm Messages Open Service Connections Maintain System Data

Under each of these activities you can see one line called DEBITOR and the customer number.If you see only line DEBITOR means that this Suser has authorization for all the installation numbers under thiscustomer number.

If you see line DEBITOR but also you see a line called INSTALL and an installation number this means thatthis S-user has only authorization for the indicated installation numbers not for all of the installation numbersunder this customer number:



Please try to get Suser with authorizations for all the installation numbers under a customer number for whichyou provide support services.So, if you use the one rfc destination scenario you need to maintain in aisuser one entry per:- solman su01user - customer number- Suser of this customer numberFor the user running the step of the job REFRESH_ADMIN_DATA_FROM_SUPPORT you need to enter oneentry per customer number with the corresponding S-user, following with our example:solman_admin 2222 S-usersolman_admin 3333 S-usersolman_admin 5555 S-userYou have to assign an SAP Support Portal contact person to all Solution Manager users who communicatewith the SAP Support Portal.See note 1301032 Destination for multi-customer handlingRelated tables are: V_AISAPCUSTNOS, V_AIINSNRSSee the indicated guide point 2.3 Master Data and the documentation of this solman_setuppointsNote: In solman 7.1 we need that the BP have role Contact Person tooUse report AI_SDK_USER_BP_GEN for creating the end users in the solman system, this report will create theSU01 user in solman and the corresponding BP number.For more information, see SAP Note 12806385. Additional Configuration

Now please go to SPRO and review all the points under SAP Solution Manager->Capabilities (Optional) ->Application Incident Management (Service Desk) to finish the configuration:



Related Content

Related DocumentationPlease get the guide Application Incident Management - Configuration and Upgrade Guide Mai 2011 fromservice.sap.com/instguides ->SAP Components ->SAP Solution Manager-> Release 7.1 -> 6. AdditionalGuides

Related NotesPlease always check note:1567003 FAQ: ST710 Incident Management Frequently Asked