Configuration for collaboration with a second SAP Solution Manager Service Desk 1. General information... 2 2. Activities in central Solution Manager... 3 a. Assign Roles to the Technical User... 3 b. Create RFC connection to external system... 5 c. Define Extended Interface Mapping for Service Desk Customizing... 5 d. Set Text Filter... 6 e. Configuration of the Interface to Solution Manager Service Desk... 6 f. Define Value Mapping for Service Desk Interface... 7 3. Activities in external Solution Manager... 7 a. Create connection... 7 b. Create RFC connection to central system... 8 c. Define Extended Interface Mapping for Service Desk Customizing... 9 d. Set Text Filter... 9 e. Configuration of the Interface to Solution Manager Service Desk... 9 f. Define Value mapping:...10 4. Test Incident...10 1 / 10
1. General information With the SAP Solution Manager Messages can be sent from several external Service Desks to one central Service Desk. To make this happen some configuration has to be done in central Solution Manager and also some configuration in external Solution Manager of the customer. At help.sap.com you can find a descrption of the general colaboration of two Service Desks: http://help.sap.com/saphelp_sm40/helpdata/en/8a/b0278648ac4f058a7111c3f9b60feb/frameset.htm IMG activities for the connection of an external SAP Solution Manager Service Desk to a central Solution Manager Service Desk. The activities have to be done in both Solution Manager, the central and the external Solution Manager. 2 / 10
2. Activities in central Solution Manager a. Assign Roles to the Technical User For a connection of two SAP Solution Manager Service Desks an RFC connection is used. To do so firstly a new RFC user is created i. Create RFC user to login from external Service Desk This new technical user (system user) is provided to the external Service Desk system to login to your central SAP Solution Manager Service Desk and open the ticket (report an incident). 1. Define user name 3 / 10
2. Select user type System ii. Assign the following roles to the RFC user in central SAP Solution Manager - SAP_SUPPDESK_ADMIN - SAP_SUPPDESK_INTERFACE Next Activity Assign Role to User is obsolete when done above already. You have to create a system user in both systems, in central and in external Solution Manager for logon to the corresponding target system (see chapter 3). 4 / 10
b. Create RFC connection to external system Select Create for a new connection of type 3 (ABAP connection): Enter necessary data (RFC Destination has to be upper case): Save settings and do the testing of the connection. c. Define Extended Interface Mapping for Service Desk Customizing Only if you have adjusted IT Service Management and you are not using the SAP standard objects, you must adjust the mapping. When for example SLFN0002 as the default partner function of the reporting person was changed then you can enter your own partner function in this IMG activity. 5 / 10
d. Set Text Filter With this IMG activity, you configure which text types are not to be transferred to the external service desk. e. Configuration of the Interface to Solution Manager Service Desk This activity configures the interface between the central SAP Solution Manager Service desk and the external service desk. (For SP10 SP13 please use Transaction ICTCONF.) Choose Add. Enter a name and specify an RFC connection for the external service desk system. Choose Service Provider Customer as type of the external Service Desk. Choose New BP if there is none with the E-mail address as method to get the reporter. Save settings. Select the external service desk row and activate external Service Desks. You must configure the interfaces in both systems. 6 / 10
f. Define Value Mapping for Service Desk Interface You can skip this IMG activity when you use two SAP Solution Manager service desks, and have created a default mapping, as described in the previous IMG activity. 3. Activities in external Solution Manager a. Create connection HTTP connection is required if 3 rd party ticket system shall be connected. If another SAP Solution Manager Service Desk shall be connected then an RFC connection is best choice. i. Create (RFC recommended) user to login to central Service Desk This new system user is provided for the other Service Desk system to create a copy there (report an incident). 1. Define user name. 2. Select user type System 7 / 10
ii. Assign the following roles to the RFC user in external SAP Solution Manager - SAP_SUPPDESK_ADMIN - SAP_SUPPDESK_INTERFACE Next Activity Assign Role to User is obsolete when done above already. b. Create RFC connection to central system Select Create for a new connection of type 3 (ABAP connection): Enter necessary data (RFC Destination has to be upper case): 8 / 10
Save settings and do the testing of the connection. c. Define Extended Interface Mapping for Service Desk Customizing Only if you have adjusted IT Service Management and you are not using the SAP standard objects, you must adjust the mapping. When for example SLFN0002 as the default partner function of the reporting person was changed then you can enter your own partner function in this IMG activity. d. Set Text Filter With this IMG activity, you configure which text types are not to be transferred to the central service desk. e. Configuration of the Interface to Solution Manager Service Desk This activity configures the interface between the external SAP Solution Manager Service desk and the central Service Desk. (For SP10 SP13 please use Transaction ICTCONF.) 9 / 10
Choose Add. Enter a name and specify an RFC connection for the external service desk system. Choose Standard as type of the external Service Desk. Choose New BP if there is none with the E-mail address as method to get the reporter. Save settings. Select the external service desk row and activate external Service Desks. f. Define Value mapping: Case 1: Solution Manager <-> Solution Manager (same Service Desk configuration): Choose Generate Default Mapping -> Overwrite Old Values Case 2: Solution Manager <-> Solution Manager (different Service Desk configuration) : a) Choose Generate Default Mapping -> Do Not Overwrite Old Values. b) Perform IMG activity Define Value Mapping for Service Desk Interface. 4. Test Incident After these actions an incident can be sent from external to the central Service Desk with the action Send to External Service Desk. 10 / 10
If message in central Service Desk is send back to external Service Desk the source Solution Manager is automatically found by Solution Manager ID. Note: As always the reporter of the incident should have all necessary authorization to be able to send the incident to SAP. 11 / 10