Incident & Problem Management How to configure. ALM Solution Management 2011

Transcription

1 Incident & Problem Management How to configure ALM Solution Management 2011

2 UI Framework & Personalization

3 Web Client User Interface Key Features The Web Client User Interface is the first step into a new era of user interfaces regarding usability and flexibility for the business user. State of the art, modern user interface leveraging Web 2.0 paradigms Simple information and navigation architecture to facilitate finding, reviewing and editing of information Broad personalization capabilities across all software areas to let the user decide how he works best Simple but flexible UI configuration capabilities to pre-define the user interface for user groups 2011 SAP AG. All rights reserved. 3

4 UI Configuration WebClient Key Features Efficient and Holistic UI Configuration To adjust the CRM user interface to your corporate identity and to your business needs a bundle of integrated tools is provided Tools UI Configuration Tool Business Role and Navigation Bar Customizing Design Layer Customizing Application Enhancement Tool (AET) BSP WD Component Workbench Examples in UI Configuration Add new fields Position fields on views Rename field labels Use personalization Define captions Define Navigation Bar entries Create Business Roles 2011 SAP AG. All rights reserved. 4

5 Design Layer Web Client User Interface Key Features Features of the Design Layer Allows the Customer & SAP to Rename Field Labels and have this change affect other views Maintenance of whether a field is relevant and should be hidden or visible in the UI Configuration Tool Assign existing value helps from the ABAP Dictionary without any customer-specific development Value Help: Search help, Check table and Domain values Field Type: Input field, Checkbox and Dropdown list box 2011 SAP AG. All rights reserved. 5

6 Application Enhancement Tool Screenshot: Detailed Field View Supported Methods Create a field with properties that match best the specific business needs View the details of the custom fields in a convenient manner Modify and regenerate existing fields Provide translations in the system supported languages Extend the supported external interfaces - for example Mobile, R/3, BW and OLTP Reporting This presentation and SAP s strategy and possible future developments are subject to change and may be changed by SAP at any time for any reason without notice. This document is provided without a warranty of any kind, either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a particular purpose, or non-infringement 2011 SAP AG. All rights reserved. 6

7 WebClient Framework Personalizing the User Interface General Settings Date and time format Enabling the UI Configuration Enable Favorites Dropdown Listbox settings Personalize Layout Navigation Bar (Direct Link Groups) Layout (Skin, Text Size) Home Page Set-up Application Links Widgets Web Links Personalize User Data Password settings User Information More Information : Online Documentation 2011 SAP AG. All rights reserved. 7

8 WebClient Framework Personalizing Incident Management Personalize Overview Page Display/Hide Assignment Blocks Change Order Personalize Tables/ Result Lists Display/Hide Columns Change Order of columns Change width of column (relative (%), absolute (pixel)) Change number of visible rows before scrolling Change number of rows before paging Online Documentation : Personalizing Tables 2011 SAP AG. All rights reserved. 8

9 WebClient Framework UI Configuration Configure the UI directly from the Incident Management Via Show Configurable Areas The configurable areas are highlighted, and you start the configuration of the related view by clicking one of the configurable areas. Via Configure Pages Used to configure superior views such as the Home page, work center page, and overview page. Configuration possibilities Adding Fields Removing Fields Changing Position of Fields Adding Blank Rows Changing Field properties Online Documentation : UI Configuration 2011 SAP AG. All rights reserved. 9

10 Business Roles Architected for different user types to define the layout Easy consumption through predefined business user roles for IT Service Management IT Service Desk* Central interface to assist end-users in Call Center SAP Solution Manager Professional Processing incidents/ problems /changes IT Service Requestor* Entering and tracking of incidents * SAP CRM ITSM Standard roles 2011 SAP AG. All rights reserved. 10

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 SAP AG. All rights reserved. 11

12 UI Authorization Roles: PROC vs. ADMIN vs. CHARM *_UI_PROC + *_UI_ADMIN + *_UI_CHARM Note: The SAP_SM_CRM_UIU_* roles only control UI visibility and navigation. Users need standard roles for other authorizations (create, change, etc.) 2011 SAP AG. All rights reserved. 12

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 SAP AG. All rights reserved. 13

14 Web Client User Interface Please find more information in the Web Client UI Guidelines in SAP AG. All rights reserved. 14

15 Setup, Services & Administration

16 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. 16

17 Basic configuration SAP Solution Manager includes all Incident Management relevant customizing objects in a piece list On customer systems the piece list will be activated within Basic configuration It copies the customizing content of these objects from client 000 into the working client This action will be executed regularly (to deliver new/updated customizing from SAP) The recommendation for customers is to copy the SAP customizing into customer namespace (e.g. using transaction type ZMIN instead of SMIN) Transactions Solman_Setup This presentation and SAP s strategy and possible future developments are subject to change and may be changed by SAP at any time for any reason without notice. This document is provided without a warranty of any kind, either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a particular purpose, or non-infringement 2011 SAP AG. All rights reserved. 17

18 Set up technical environment Additional technical installations are necessary to run Application Incident Management SAP T- Rex enables Fulltext Search and enhanced Search functionality SAP BW external or SAP Solution Manager internal BW system. BW queries are predefined BW client in SAP Solution Manager necessary to use Interactive Reporting SAP managed systems allows the creation of incident messages directly into SAP Solution Manager 3 rd party interface (if needed) Transactions / Guides Solman_Setup T-Rex Guide Interactive Reporting Guide This presentation and SAP s strategy and possible future developments are subject to change and may be changed by SAP at any time for any reason without notice. This document is provided without a warranty of any kind, either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a particular purpose, or non-infringement 2011 SAP AG. All rights reserved. 18

19 Customer namespace copy SAP Standard profiles will be overwritten with any Support Package, therefore Copy the SAP standard transactions type into custom name space Copy the Business role to be able to adjust the UI Layouts Copy the profiles and adjust it to customer requirement (Status, Partner Determination,etc.) Transaction / Guides Transaction SPRO Application Incident Management Configuration Guide 2011 SAP AG. All rights reserved. 19

20 Roles and authorizations Copy the SAP standard roles into custom name space Adjust the authorization objects to your needs and finally generate the profiles Assign user to the roles Business roles define the UI layout. User roles define the authorizations. SAP delivers composite roles which include relevant user roles and assign the appropriate business role. Composite roles Transaction pfcg Message reporter SAP_SUPPDESK_CREATE_COMP Message processor SAP_SUPPDESK_PROCESS_COMP Administrator SAP_SUPPDESK_ADMIN_COMP 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. 20

21 Master data Users and Business partners can be created manually or with appropriate reports out of a source of a managed system. Business partner can be a single user or a team / organization Business partners shall be maintained at least in these roles: general, employee, contact person Organizational data are necessary if the Incident Management processes are based on teams and auto- dispatching will be used. For collaboration with SAP, each user needs a corresponding S-User assignment Transactions SU01 BP PPOMA_CRM AISUSER BP_GEN AI_SDK_USER_BP_GEN (report) This presentation and SAP s strategy and possible future developments are subject to change and may be changed by SAP at any time for any reason without notice. This document is provided without a warranty of any kind, either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a particular purpose, or non-infringement 2011 SAP AG. All rights reserved. 21

22 User interface personalization To adjust the CRM user interface to your corporate identity and to your business needs a bundle of integrated tools is provided Add visible Assignment Blocks Define saved searches Hide fields Define Favorites Re-arrange Home screen User layout settings Tools / Guides Perzonalisation on the Webclient UI This presentation and SAP s strategy and possible future developments are subject to change and may be changed by SAP at any time for any reason without notice. This document is provided without a warranty of any kind, either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a particular purpose, or non-infringement 2011 SAP AG. All rights reserved. 22

23 Best Practice configurations -optional Enhance the Incident Management process with individual customizing to align it to your support processes. Mail notifications SLAs, service times and escalation procedure Dispatch and Auto Routing Multilevel Categorization Interactive Reporting Tools / Guides Multilevel Categorization Guide Dispatching with BRF+ Guide Interactive Reporting Set Up Guide This presentation and SAP s strategy and possible future developments are subject to change and may be changed by SAP at any time for any reason without notice. This document is provided without a warranty of any kind, either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a particular purpose, or non-infringement 2011 SAP AG. All rights reserved. 23

24 Custom enhancements - optional Enhance the Business roles with own custom fields. Change the Business role layout to your requirements (Remove fields, Change descriptions) Design own Assignment Blocks Integrate links and transactions Tools / Guides UI Configuration Tool Business Role and Navigation Bar Customizing Design Layer Customizing Application Enhancement Tool (AET) BSP WD Component Workbench This presentation and SAP s strategy and possible future developments are subject to change and may be changed by SAP at any time for any reason without notice. This document is provided without a warranty of any kind, either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a particular purpose, or non-infringement 2011 SAP AG. All rights reserved. 24

25 UI administration - optional Personalize the Business roles as administrator, which is changing the layout for all users Add visible Assignment Blocks Hide fields Re-arrange Home screen Define saved searches Define Favorites User layout settings Tools / Guides Personalization on the WebClient UI with administrator authorization This presentation and SAP s strategy and possible future developments are subject to change and may be changed by SAP at any time for any reason without notice. This document is provided without a warranty of any kind, either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a particular purpose, or non-infringement 2011 SAP AG. All rights reserved. 25

26 10 steps to become an expert ALM overview SAP Solution Manager Book (release in Q4/2011) SAP ITSM overview Overview, Demos & Guides SAP Training SM Expert Guided Implementation - Service Self Learning Maps SAP Help Portal SOLMAN 6 5 Best Practices Configuration Business Process Repository Developer Network Forum - Service Desk Forum& Blogs SAP AG. All rights reserved. 26

27 Expert Guided Implementation Training, Practical Experience, Expert On Demand Day 1 Day 2 Day 3 Day 4 Empowering, Web session, 1-2 hours each morning SAP expert explains step-by-step configuration using training materials Execution, 2-3 hours on the same day Participants execute demonstrated steps within their own project, on their own SAP Solution Manager software Expertise on demand, during execution Participants have direct access to an SAP expert who directly supports them remotely, if necessary, during the execution 2011 SAP AG. All rights reserved. 27

28 Incident & Problem Configuration hints

29 Business Partner Functions in Incident Management Customer (Corporate account) System owner Determination of system (Ibase) assignment Supplier / Customer Reporter End user or key user who reported or created the support message Support Team Queue which envolves multiple support processors with similar topic (logistic, finance, etc.) or support level (1st, 2nd, 3rd level) Team assignment is maintained with Organization Management Message Processor Current processor claims the message by entering his BP number 2011 SAP AG. All rights reserved. 29

30 Business Partner and User Generation The report AI_SDK_USER_BP_GEN can be planned as a background job to generates and update system users and Business Partners from a managed system (e.g. central user management system) Managed system - User System ID: POD 100 User: HSCHMITT [email protected] Business Partner BP number: 4812 Name: H. Schmitt [email protected] Ident: POD_100_... User: HSCHMITT Log-in User User: HSCHMITT Initial Password 2011 SAP AG. All rights reserved. 30

31 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 notification see note (executed via action <action_profile>_find_team_send_ ) b. Manual dispatching without notification see IMG activity SOLMAN_SD_AUTOMESSAG (executed via action <action_profile>_msg_dispatch) 3. CRM standard dispatch Uses CRM rule policies More information on all dispatching functionalities can be found in Support Team Determination via Business Rule Framework plus (BRFplus) Guide 2011 SAP AG. All rights reserved. 31

32 SLA Procedure Improvements Calculation in CRM Service start IRT MPT Improved calculation in Solution Manager 7.1 Service start Customer Action Off time Off time Off time IRT MPT 2011 SAP AG. All rights reserved. 32

33 SLA Procedure Improvements Customizing Steps to set-up SLA escalation procedure: Create the SLA profile under "Edit Availability and Reaction Times". Configure the SLA profile determination under "Specify SLA Determination Procedure". Specify the times to be recalculated when the status changes, under "Specify Duration Settings". Identify non-relevant customer times in the step "Specify Customer Time Status". Schedule a periodic background job to give incidents the status 'Warning' or 'Escalation' if they exceed thresholds. Example: Calculation of service durations ( Doku Link) 2011 SAP AG. All rights reserved. 33

34 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 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 SAP AG. All rights reserved. 34

35 Use of Incidents for Non-SAP Products See Note 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 SAP AG. All rights reserved. 35

36 Multiple Categorization Blocks Catalog Category C: Overview of Damage/Defect/Reasons Catalog Category D: Defect Locations/Object Parts You can assign up to five categorization blocks to a Incident The categorization schema is determined based on a transaction type / catalog category combination Customizing: Customer Relationship Management CRM Cross-Application Components Multilevel Categorization Assign Transaction Types to Catalog Categories Per default, two categorization blocks are visible in a Incident; you can add further blocks in the SAP BSP WD Workbench 2011 SAP AG. All rights reserved. 36

37 Assignments in the Category Modeler Service product is relevant for item determination in Incident and problem) Knowledge articles are relevant for Suggest Knowledge Articles (Knowledge Articles assignment block) For Auto Complete of Incident, add a Incident template in the Incident Template area For problems use the Problem Template area For service processes of class Request for Change use the Request for Change Template area. You can access the Category Modeler, for example, in the IT Service Professional role Service Operations Categorization Schemas SAP AG. All rights reserved. 37

38 Example: Suggest Knowledge Articles Suggest Knowledge Articles will determine knowledge articles from the categorization schema for the selected category 2011 SAP AG. All rights reserved. 38

39 Multilevel Categorization Customizing Define which transaction type catalog categorization combination will be used for Find Related Objects, Auto Complete, Item Determination SAP AG. All rights reserved. 39

40 Item Determination In item determination customizing you define whether the Incident s item should be determined automatically by selecting a multilevel categorization entry in the Incident. If the item determination is active, the service product which is assigned to the Incident category is used for item determination To assign service products to categories, go to the categorization schema, for example in the IT Service Professional Role Service Operations Categorization Schemas If no service product is assigned to the Incidents category (lowest level), the system searches whether a service product has been assigned to a higher level of the categorization and, if so, uses the next possible service product for item determination 2011 SAP AG. All rights reserved. 40

41 Auto Complete with Template While creating a new Incident, you can use the Auto Complete function to copy pre-defined data from a template into the Incident. In Customizing, activate the Auto Complete function per transaction type - catalog category combination In the Category Modeler, assign templates per relevant category: incident templates in the Incident Template assignment block problem templates in the Problem Template assignment block Request for change templates in the Request for Change assignment block You can access the Category Modeler, for example, in the IT Service Professional role Service Operations Catgorization Schemas SAP AG. All rights reserved. 41

42 System Proposals for Related Transactions - Find Related Problems, Find Related Incidents For a Incident, related transactions can be proposed by the system. To set up which transaction type can be proposed from which transaction type, go to customizing: Customer Relationship Management Transactions Settings for Service Requests Define System Proposals for Related Transactions. Per default, Find Related Problems and Find Related Incidents are available on the UI. If you need further system proposals, in addition to the customizing settings you also need to enhance the Incident s UI. Define the matching parameters in the target transaction type which will determine which transactions are proposed by the system: Categorization, Reference Object, Organizational Data, Sold-to Party If the system shall search for transactions of the same categorization, you also need to activate the relevant transaction type catalog category combination for Find Related Object in the multilevel catorization (see previous slide Multilevel Categorization Customizing ) 2011 SAP AG. All rights reserved. 42

43 Service Level Determination SLA determination procedures determine the service and response profiles for the transaction line item based on the access sequence. Define the SLA determination procedure here: Customer Relationship Management Transactions Settings for Service Requests Define SLA Determination Procedures SAP AG. All rights reserved. 43

44 Impact / Urgency / Recommended Priority The system determines the recommended priority of the transaction based on the entered combination of impact and urgency. A priority different than the recommendation can still be selected manually. The determined priority is based on impacts, urgencies and their combined priority defined in customizing: Customer Relationship Management Transactions Settings for Service Requests Define Impact / Urgency / Recommended Priority 2011 SAP AG. All rights reserved. 44

45 Date Calculation / Settings for Durations You can track durations and dates based on status changes in the Incident. Track the duration of how long the Incident was in certain status Store the date when the Incident reached a certain status Durations are recorded and displayed in the Dates and Service Level Agreements assignment blocks SAP AG. All rights reserved. 45

46 Processing Log You can have a processing log in a transaction to provide a consolidated audit trail of any changes made to it. Various log types are available for selection One type can be defaulted for viewing Changes to fields can be logged selectively Customizing: Customer Relationship Management Transactions Settings for Service Requests Settings for Processing Log Assign Log Types to Transaction Types Define Change History for Processing Log 2011 SAP AG. All rights reserved. 46

47 Dispatch: Rule Modeler Contexts To enable rule-based dispatching of Incidents (and problems), a new context for Service Request Management has been established for the rule modeler. Customizing: Customer Relationship Management Response Management System Define Repository The context SERVICEREQUEST per default has four actions assigned: Invoke Policy, Route to group, Route to a Partner, and Set priority to the Incident 2011 SAP AG. All rights reserved. 47

48 Dispatch: Service Manager Profile In Service Manager profiles, the context and the name of the default rule are assigned. Customizing: Customer Relationship Management 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 SAP AG. All rights reserved. 48

49 Dispatch: Assign Service Manager Profile to Transaction Type Assign the service manager / rule modeler profile for dispatching of Incidents here: Customizing: Customer Relationship Management Transactions Additional Settings Assign Dispatching Rule Profile to Transaction Types. Now you can create the DEFAULT_ROUTE dispatching rule, and if relevant more dispatching rules, in the Rule Modeler, for example, in the IT Service Professional Role: Operations Rule Policies SAP AG. All rights reserved. 49

50 Time Recording You can define which service confirmation transaction type is used for Time Recording per transaction type: In customizing, go to: Customer Relationship Management Transactions Basic Settings Define Transaction Types Select the transaction type for which you want to use Time Recording In the view Assignment of Business Transaction Categories, select the Transaction Category BUS Service Process and go to the Customizing Header view Enter the service confirmation transaction type in the Trans.Type Confirm. field 2011 SAP AG. All rights reserved. 50

51 Checklist Settings: Checklist Basic Settings For checklist steps, item functionality is being reused A new object type BUS CRM Checklist Item has been created Based on BUS the standard checklist item category CHKL is delivered To set up your own checklist item category, partner determination procedure/s, text determination procedure/s, and action profile/s, proceed as described in the IMG document Define Basic Settings for Checklist : Customer Relationship Management Transactions Basic Settings Checklist Settings Define Basic Settings for Checklist 2011 SAP AG. All rights reserved. 51

52 Checklist Settings: Define Checklist Profiles (1) In the IMG activity Define Checklist Profiles, you Define checklists Define checklist IDs and names Decide at which point in time the checklist should be locked in runtime Define steps Define the steps you want to use in your checklists Assign item category usage, and text types for long text and work instruction Where relevant, enter a work instruction per step Define options Optionally define options ( decision documentations ) per step Assign steps to a checklist Assign 1-n steps and decide which steps are mandatory Define which business partner function is displayed as default partner function in runtime If the business partner should be determined by a rule, assign a rule modeler profile (default rule modeler profile = SRQM_CHKLST_BP) You can assign 1-n options per step Optionally define a step sequence in the Assign Next Steps view 2011 SAP AG. All rights reserved. 52

53 Checklist Settings: Define Checklist Profiles (2) In the customizing activity Define Checklist Profiles, you Define checklist profiles Set up 1-n profiles which can contain 1-n checklists Assign 1-n checklists per profile Optional: Assign a rule modeler profile (default profile = SRQM_CHKLST_ID) for rule-based checklist determination Optional: Activate SAP Workflow per profile Assign checklist profiles to transaction types Assign a checklist profile to a transaction type: The checklists contained in the assigned checklist profile will be available for the specific transaction type SAP AG. All rights reserved. 53

54 Checklist Settings: Define Workflow Settings for Checklist If you want to inform users via SAP Workflow about checklist steps which have been assigned to them: Flag Enable Workflow per relevant checklist profile in Customer Relationship Management Transactions Basic Settings Checklist Settings Define Checklist Profiles Set up SAP Workflow settings as described in Customer Relationship Management Transactions Basic Settings Checklist Settings Define Workflow Settings for Checklist 2011 SAP AG. All rights reserved. 54

55 Auto Suggest Knowledge Article (for Interaction Center): Define Alert Create the alert for Auto Suggest Knowledge Articles in the IC Manager business role Process Modeling Create Alert with the following parameters: Name Descriptio n Language Navigation Object Type / Action Message AUTOSUG GEST_KAS Auto Suggest of Knowledge Articles EN Knowledge Articles:Search [EVENT$AutoSuggestKAStart:N umberofka] Suggested Knowledge Articles 2011 SAP AG. All rights reserved. 55

56 Auto Suggest Knowledge Article (for Interaction Center) : Define Rules Create a rule policy and two rules for Auto Suggest Knowledge Articles in the IC Manager business role Process Modeling Create Rule Policy with the following parameters: Name Description Language Context Business Roles IC Events AUTOKAS Define two rules with following parameters within the rule policy and release rules: Name Show KA Alert Remove KA Alert Auto Suggest of Knowledge Articles EN Rule Definition Intent Driven Interaction Your IC business role/s AutoSuggestKAEnd and AutoSuggestKAStart If Current Event Equals Auto Suggest Knowledge Article Start Then Trigger Alert ( Alert Name = AUTO SUGGEST OF KNOWLEDGE ARTICLES; Time Delay (seconds) = "0" ) If Current Event Equals Auto Suggest Knowledge Article End Then Terminate Alert ( Alert Name = AUTO SUGGEST OF KNOWLEDGE ARTICLES ) 2011 SAP AG. All rights reserved. 56

57 ERMS (for Interaction Center) : Define Rules for Automatic Creation of Incidents and Problems (1/2) Incidents and problems will be created automatically depending on the inbound e- mails. Create the rules in the rule modeler, e.g. in the business role IC_MANAGER Process Modeling Create Rule Policy SAP AG. All rights reserved. 57

58 ERMS (for Interaction Center) : Define Rules for Automatic Creation of Incidents and Problems (2/2) To be able to trigger several rules, use the DEFAULT rule of the Response Management System to invoke all relevant rules SAP AG. All rights reserved. 58

59 ERMS (for Interaction Center) : Automatic Linking of Reply s After the automatic creation of Incidents / problems the inbound s can be answered. The reply s will be automatically linked to the generated Incidents and problems. Dear helpdesk, I am not able to access your support page. Please advise. Best regards, Joe Smith 2011 SAP AG. All rights reserved. 59

60 ERMS (for Interaction Center) : Routing of Incidents / Problems (1/2) The generated Incidents and problems can be routed to a specific service team for further processing depending on specified criteria of the Incident / problem (e.g. priority). Create the rules in the rule modeler, e.g. in the business role IC_MANAGER Process Modeling Create Rule Policy SAP AG. All rights reserved. 60

61 ERMS (for Interaction Center) : Routing of Incidents / Problems (2/2) To be able to trigger several rules, use the DEFAULT rule of the Response Management System to invoke all relevant rules SAP AG. All rights reserved. 61

62 ERMS (for Interaction Center) : Further Settings Further ERMS settings are necessary Define receiving addresses for receiving the s concerning Incidents / problems Maintain recipient distribution to define an address as recipient address Assign agents for handling 2011 SAP AG. All rights reserved. 62

63 How to set up the Message Reporting (1) The following settings are required, to run web templates for message reporting BI Reporting Settings: RFC connections between SAP Solution Manager and BW systems (therefore, configure managed systems are within SAP Solution Manager basic configuration) Activating BI content (during the implementation, or after an upgrade) Data Extraction Settings: Frequency of regular data extraction of Service Desk Message creation date from which the reporting has to start Call Setup in the Reports view in the Incident Management work center 2011 SAP AG. All rights reserved. 63

64 How to set up the Message Reporting (2) Enter specific BI settings and extraction settings 2011 SAP AG. All rights reserved. 64

65 How to set up the BW queries Incident Management Report Dataflow Service Desk message data is extracted periodically from the Solution Manager system into the BW system The data is stored in DataStore objects, which are aggregated periodically in the associated InfoCubes Infosets collect the information from the various data sources, e.g. InfoCubes MultiProvider objects contain all information in the underlying data sources, and is the central point of access for queries For more information: See SAP Help Portal at SAP NetWeaver BI Content SAP NetWeaver <current release> SAP Solution Manager Incident Management Reports 2011 SAP AG. All rights reserved. 65

66 External Service Desk Integration Overview Service Desk - various applications Interface for external systems CRMD_ORDER SolMan Workcenters Actions CRM BAdis Mapping Delta Handling Inbound/Outbound processing WebService operations CRM Web UI Generic 3rd party adapter Specific extensions HP QC WS operations Custom. Application BAdis IBM Rational WS operations 2011 SAP AG. All rights reserved. 66

67 External Service Desk Integration Major 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. 67

68 External Service Desk Integration Where to get more information? External Service Desk Find a detailed API document in > 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 : Installing SAP Adapter for SAP Quality Center by HP SAP Note : SAP Solution Manager 4.0 Extensions Add-Ons IBM Rational ClearQuest Integration SAP Note : Test and Incident Managment with IBM Rational Tools Online Documentation : Test Organization with IBM Rational Tools 2011 SAP AG. All rights reserved. 68

69 TREX Setup for Search Functions Guide: Full-Text Search with TREX. TREX enables full-text searching of Incidents, Problems, Knowledge Articles, and Change Requests. Use transaction TREXADMIN to check status of TREX server. Use transaction CRMC_SAF_TOOL to check status of knowledge bases and indices. o Menu: Goto -> Knowledge Base Compilation Follow guide or IMG documentation to set up knowledge bases and indices. o IMG Activities under Application Incident Management: 2011 SAP AG. All rights reserved. 69

70 Portal integration Configuration IMG Path: Customer relationship management > UI framework > Portal integration Generate an XML file of your CRM business role. This XML file can be imported in SAP NetWeaver Portal to generate a portal role. Map Portal themes to CRM skins 2011 SAP AG. All rights reserved. 70 SAP 2008 / Page 70

71 Upgrade

72 What happens after the upgrade? Overview of the transaction types After the upgrade new transaction types are replacing the SAP Solution Manager 7.0 transaction types for incident and change request management processes. Incident Management Transaction types 7.0 Transaction types 7.1 SLFN Standard incident SIST Standard incident with SP18 n/a n/a SMIN Standard incident SMDT New incident for damaged test cases SMPR New transaction type for problem messages Change Request Management Transaction types 7.0 Transaction types 7.1 SDCR Change request SDHF Urgent Correction SDMJ Normal correction SDAD Administrative change SDTM Test message SDMN/ SDMM Maintenance cycle SDDV Project cycle SMCR Change request SMHF Urgent Correction SMMJ Normal correction SMAD Administrative change SMTM Test message SMMN/ SMMM Maintenance cycle SMDV Project cycle 2011 SAP AG. All rights reserved. 72

73 Upgrading SAP Solution Manager Impact on IT Service Management processes Old Old Transaction Transaction Types Type << create >> process old tickets until they are closed New New Transaction Transaction Types Type << create >> ticket processing Old Transaction Type transition phase New Transaction Type After upgrade to SAP Solution Manager 7.1 Impact on incident and change request management in SAP Solution Manager 7.1 UIs are upgraded from SAP GUI to SAP CRM Web UI New transaction types in 7.1 replace the 7.0 transaction types New functions in 7.1 are only available in the SAP CRM Web UI with new transaction types There is no automatic migration from 7.0 transaction types, but large parts 7.0 customizing can be reused To minimize the impact of these changes for customer projects, SAP offers a transition phase You can process existing tickets based on 7.0 transaction types within the Work Center UI or SAP GUI, until they are closed You create new tickets with the 7.1 object types and process them with the SAP CRM Web UI The SAP Solution Manager Work Centers remain as UI for all other ALM processes SAP AG. All rights reserved. 73

74 Upgrade Path & Basic Setup Important for Upgrade customers which have modified SAP standard customizing: Save existing customer specific customizing (transaction types, action profiles, ) on transport, as it might get overwritten within the upgrade! Customizing in customer name space will not be touched Main information can be taken from Configuration and Upgrade Guide New customizing is shipped via piece list, which is being activated within SOLMAN_SETUP Copy SAP customizing to customer namespace before doing any modifications 2011 SAP AG. All rights reserved. 74

75 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 SAP AG. All rights reserved. 75

76 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 SAP AG. All rights reserved. 76

77 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 SAP AG. All rights reserved. 77

78 Further information Solution Manager in Support Portal --> Media Library Use case Presentations Learning Map for SAP Solution Manager --> Operations User Documentation SAP Solution Manager Weblogs on the SDN ( Trainings at Field Service Education Offerings ( Additional information to Service Desk (DE) ( SAP Solution Manager Diagnostics Installation Guides on SAP Support Portal ( (-> SAP Solution Manager ) Master Guide SAP Solution Manager Sizing Guide SAP Solution Manager Installation Guides depending on OS/DB version 2011 SAP AG. All rights reserved. 78

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