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Configuration GuideSAP Solution Manager 7.2Document Version: 1.0 – 2019-09-18PUBLICIT Service Management — Configuration andUpgrade Guide for Service Providers and ChannelPartnersSAP Solution Manager 7.2 SPS 5 and higher

Table of Contents1General Information. 322.12.22.3Incident Management Overview. 4End2End Incident Flow — Default . 5End2End Incident Flow — Prio 1 Outside Partner's Office Time. 6Master Data Provision . 73SAP Solution Manager Configuration. 94Basic Configuration . 1155.15.25.35.45.55.6IT Service Management Configuration . 12Background Job Scheduling .12Configuring a Transaction Type .12Setting Up SAP Customer Numbers.13Setting Up Software Partners .14Setting Up Users and Partners.14Defining Copy Control .1566.16.2Master Data . 16Maintain S-User for SAP Backbone .16Download System Data from SAP . 1777.1Creating Key Users for a Customer Organization. 19Scheduling Background Jobs for Master Data Synchronization . 238More . 24PUBLIC2 2019 SAP SE or an SAP affiliate company. All rights reserved.IT Service Management — Configuration and Upgrade Guide for Service Providers and ChannelPartnersTable of Contents

1General InformationThis guide helps you to configure IT Service Management (ITSM) Incident Management withSAP Solution Manager 7.2 SPS 05 or higher for Service Providers (ISVs) and Channel Partners (SAP PartnerEdge,Sell partners (formerly known as VARs)).In addition to this guide, information is provided on SAP Help Portal, including: SAP Support Portal: ALM " Service Providers SAP support backbone update - what sell partners need to do:o Partner checklist for SPS 8o Partner checklist for SPS 9 SAP Support Portal: Connectivity to SAP's Support Backbone Support Backbone Update: GuideIT Service Management — Configuration and Upgrade Guide for Service Providers and ChannelPartnersGeneral InformationPUBLIC 2019 SAP SE or an SAP affiliate company. All rights reserved.3

2Incident Management OverviewITSM is a central service point that enables centralized incident and issue message processing at multipleorganization levels. It offers a communication channel with all relevant stakeholders of an incident, such ascustomer business users, partner support, and SAP service and support employees. It also focuses on theprocess between the customer (end user or key user), Sell partner (VAR) (support employees with dispatcher orprocessor role function), and SAP.Customer(SAP SUPPDESKCREATE COMP)1st Level Support(SAP SUPPDESK DISPATCHER COMP)VAR ProcessorTopic Group 1Incident fromCustomer Key User2nd Level Support(SAP SUPPDESK DISPATCHER COMP)3rd Level SupportSAPVAR ProcessorIncident fromCustomer Key UserVARDispatcherThere are many ways to access your SAP Solution Manager. You always have a connection to SAP, which providesyou with essential master data on your maintenance customers and the exchange of incidents with SAP support.The customer landscape can have a connection to your SAP Solution Manager to provide data for Early WatchAlert, for instance. Additionally, your customers can report incidents in many ways, such as by forwardingincidents from the customer's SAP Solution Manager to your SAP Solution Manager, by using a Web interface(Web UI or Fiori), by simply calling you, or by sending an email, which is automatically transferred into an incident.PUBLIC4 2019 SAP SE or an SAP affiliate company. All rights reserved.IT Service Management — Configuration and Upgrade Guide for Service Providers and ChannelPartnersIncident Management Overview

Partners MaintenanceCustomersCust#1SAPAutomatic incidentexchangeSAPSAPSAPSAP SupportBackboneSAPSAPCust#2Certified ChannelPartner e customeruser & system data(if not managedsystem)Cust#3Fiori UICust#4WebUICust#5 Cust#6e-mail Customers can have maintenance with several contract partners. Often depending on the topic, someinstallations are maintained by VAR1, others by VAR2, and maybe also by SAP directly.Customer AInstallation #A1Installation #A2Customer BVAR 1Installation #B1SAPInstallation #B2Installation #B3Customer CVAR 2Installation #C1Installation #C22.1End2End Incident Flow — DefaultMost Sell partners (VARs) do not offer 24-hour support. During the Sell partner's business hours, a reportedincident from a customer appears in the partner's inbox as a new incident. A dispatcher can assign it to a specificsupport employee or group, or the distribution is done automatically by a rule framework. Once a supportIT Service Management — Configuration and Upgrade Guide for Service Providers and ChannelPartnersIncident Management OverviewPUBLIC 2019 SAP SE or an SAP affiliate company. All rights reserved.5

employee gets the new incident, they look for a solution and provide that to the customer. The customer tries thesolution and is either satisfied or still encounters an issue and therefore enters a reply and sets the incident statusback to "Send to Support". If a Sell partner cannot help, they can forward the incident to SAP. If it involves anapplication component from an SAP software partner (ISV), the ticket is forwarded to the SAP Solution Managerof the ISV for further investigation. Once they have found a solution, the incident goes back to the Sell partner'sSAP Solution Manager, directly to the customer inbox. If the customer is satisfied, the ticket is closed.VAR(1. & 2. level support)CustomerNew incidentNo finalsolutionSolution providedby SAPConfirmedISV(4. level oposalSolution providedby PartnerFor processingSAP(3. level support)If solution notavailable, manualForwardingAutomaticForwarding toCustomerAuto ForwardForwarded toSAPIf 3rd PartyComponentSolution providedby SAPSolution providedConfirmedAuto ForwardConfirmedISV SAPSolutionManagerVAR SAP Solution Managersends notifications to customer on changes2.2End2End Incident Flow — Prio 1 Outside Partner's OfficeTimeMost Sell partners (VARs) do not provide a 24-hour service. Therefore, if a customer raises a very high-priorityincident at night or on the weekend, it can be forwarded automatically to SAP's 24-hour support without involvingthe Sell partner.PUBLIC6 2019 SAP SE or an SAP affiliate company. All rights reserved.IT Service Management — Configuration and Upgrade Guide for Service Providers and ChannelPartnersIncident Management Overview

VAR(out of office)CustomerNew incidentvery high prioSolution provided(by SAP)ConfirmedAutomaticforwarding to SAPAutomaticforwarding toCustomerSAP(3. level support)ISV(4. level support)SolutionproposalSolutionproposal(If 3rd partycomponent)Forwarded toSAPSolution provided(by SAP)ConfirmedAuto ForwardSolution providedConfirmedAuto forwardISV SAPSolutionManagerVAR Solution Managersends notifications to customer on changes2.3Master Data ProvisionBy default, SAP Solution Manager is connected to several managed systems to get all the necessary data and tointeract with the connected solutions.SAP Support BackboneSAP Solution Manager for PartnersGenerate licensedata in LMDBuse:LMDBnotification jobJobCreate IBasecomponents andIObjectsREFRESH ADMIN DATAFROM SUPPORTCreateBP OrganizationTables:V AISAPCUSTNOSV AICUSTRELATAIINSTALLATIONSAISYSNR BUFFERAICONTACTSAIINSTACCESSGenerateBP PersonReportAI SDK SP GENERATE BP V2use:MaintainAISUSERCreateSU01 UserIn the Sell partner (VAR) scenario, a connection between the customer landscape and the partner's SAP SolutionManager is not guaranteed. Therefore, the partner's SAP Solution Manager obtains master data of the partner'smaintenance customer from SAP. Two reports primarily distribute system and user data in SAP SolutionManager.IT Service Management — Configuration and Upgrade Guide for Service Providers and ChannelPartnersIncident Management OverviewPUBLIC 2019 SAP SE or an SAP affiliate company. All rights reserved.7

VAR landscapeSAPSupportBackboneSAP Solution ManagerITSMIBaseLMDBLicense Data ManagementWhen customers getnew systems, theyneed to enter licenseinformation in SAPSupport Portal.License informationfor new systemManual IBasegenerationtransactionIB GENIObjectWrite notificationLMDB objectcreated/changed/deletedCreate / updatelicense dataREFRESH ADMIN DATA FROM SUPPORTDownload license data from SAPand create it in LMDBrepresentssystem withinformation likeclient, systemnumber.AssigncorrespondingIObject / IBaseto CRMdocument (e.g.Incident orchange request)Automated IBasegenerationthrough scheduledjobCreate technical system with license data astemplate (map guides)Automatedprocess stepmanual stepbatch jobMapping between technicaland license informationThe following pages give you an overview of the most important setup steps for partners:PerformInitial/BasicConfigurationGet yourcustomernumbers fromSAP GlobalSupportBackboneAssign S-Userfor SAPSupport PortalfuncionalityGenerateIBase and theSystemsGeneratesystem userfor each SUserAssign roles tothe usersSystem/User Information Download and Master Data GenerationPUBLIC8 2019 SAP SE or an SAP affiliate company. All rights reserved.IT Service Management — Configuration and Upgrade Guide for Service Providers and ChannelPartnersIncident Management Overview

3SAP Solution Manager ConfigurationThe configuration of SAP Solution Manager is performed using the application called SAP Solution ManagerConfiguration " Configuration - All Scenarios:You can also directly call the transaction SOLMAN SETUP:First, perform the steps in Mandatory Configuration: System Preparation Infrastructure Preparation Basic Configuration Of particular importance for partners is System Preparation " Set Up Connection to SAP " Support HubConnectivity. This is where you perform the activity Configure Partner/VAR Communication Channels.IT Service Management — Configuration and Upgrade Guide for Service Providers and ChannelPartnersSAP Solution Manager ConfigurationPUBLIC 2019 SAP SE or an SAP affiliate company. All rights reserved.9

For more information see: SAP Help Portal: Secure Configuration Security Guide " Communication with SAP's Support Backbone SAP Support Portal: Connectivity to SAP's Support Backbone Support Backbone Update: Guide Support Backbone Update: ChecklistsPUBLIC10 2019 SAP SE or an SAP affiliate company. All rights reserved.IT Service Management — Configuration and Upgrade Guide for Service Providers and ChannelPartnersSAP Solution Manager Configuration

4Basic ConfigurationThis guided procedure leads you through configuration steps that you must perform to enable basic scenarios inSAP Solution Manager. As part of the basic configuration, you can, for example, set up the connection to SAP,schedule relevant background jobs, and activate piece lists.Once you have finished this configuration, please check the prerequisites, especially for the followingSOLMAN SETUP configuration steps: Central correction note Piece list activation (contains required default configuration for IT Service Management) Connections to SAP BW system configuration (reporting functions) LMDB configuration Background jobs (recommended: config user job user) Service activation (SICF services for Web Dynpro and BSP) Number range intervals (range for CRM INCDNT, CRM PROBLM, CRM KA)IT Service Management — Configuration and Upgrade Guide for Service Providers and ChannelPartnersBasic ConfigurationPUBLIC 2019 SAP SE or an SAP affiliate company. All rights reserved.11

5IT Service Management ConfigurationThe following steps are performed under IT Service Management of the SAP Solution Manager configuration.5.1Background Job SchedulingPerform step 1.3 Configure Automatic Prerequisites and perform the activity Background Job for Communicationwith SAP.Note that there is a new report AI CRM IM UPDATE FROM SAP WS for the new support hub connectivity.The background job REFRESH MESSAGE STATUS, which runs this report, needs a user with sufficientauthorization, which is usually the user SOLMAN BTC.5.2Configuring a Transaction TypeIn the step Copy Transaction Types, please read the information in the description on configuring a transactiontype and follow the instructions that the tool provides. Be aware that the transaction types SMIS and SMIV arerelevant and to be used by partners.PUBLIC12 2019 SAP SE or an SAP affiliate company. All rights reserved.IT Service Management — Configuration and Upgrade Guide for Service Providers and ChannelPartnersIT Service Management Configuration

5.3Setting Up SAP Customer NumbersWe strongly recommend that you as a Sell partner (VAR partner) follow the instructions provided in the step SetUp SAP Customer Numbers (see next screenshot). This is where you can grant customers access to certainfunctions for Change Request Management, Service Desk, and System Monitoring.IT Service Management — Configuration and Upgrade Guide for Service Providers and ChannelPartnersIT Service Management ConfigurationPUBLIC 2019 SAP SE or an SAP affiliate company. All rights reserved.13

5.4Setting Up Software PartnersThis step is only for software partners (ISVs). It involves creating users, scheduling the background jobAI CRM IM UPD FROM SAP ISV WS, and maintaining the table AISUSER.Important: The following step is intended for all users of SAP Solution Manager and is not specific to partners. Wehave included it simply to make you aware that, even though the title contains the word "partner", this step isrelevant for all users.5.5Setting Up Users and PartnersThese steps are not exclusive to Sell (VAR) and ISV partners. They are relevant for all SAP Solution Managerusers.PUBLIC14 2019 SAP SE or an SAP affiliate company. All rights reserved.IT Service Management — Configuration and Upgrade Guide for Service Providers and ChannelPartnersIT Service Management Configuration

5.6Defining Copy ControlFrom an incident as source, you can create a follow-up document. A follow-up document could be, for example, anew knowledge article based on the data in the incident.IT Service Management — Configuration and Upgrade Guide for Service Providers and ChannelPartnersIT Service Management ConfigurationPUBLIC 2019 SAP SE or an SAP affiliate company. All rights reserved.15

6Master DataAfter the initial configuration of SAP Solution Manager, you are ready to create the master data for the incidentmanagement. This includes: Synchronization of managed customers Creation of users and business partners Creation of an organizational modelBusiness Partner (BP)System User(SU01)grant system accessBP Categoryperson, group, or organizationPFCGuse application functionality (e.g.Incident Management)Business Rolegrant access to Web Client UI(e.g. Web UI Views)BP RolesClassifies the business partner,e.g. employeeOrganizational ManagementOrganizational Modelsupport organization with severaldifferent organizational levels,e.g. support teamsBP Relationshipbusiness-relevant connectionbetween two business partnersIBaseRepresents and describes technical informationlike SAP systems (LMDB) and non-SAP systems (CMDB).SAP systems and IT Assets are maintaned as a Configuration Item.In standard SAP Solution Manager, all master data comes from the attached managed systems.However, for the Sell partner (VAR) scenario, there are instead two reports that fetch all necessary data directlyfrom SAP.6.1Maintain S-User for SAP BackboneFirst, maintain valid S-user information for the communication of your SAP Solution Manager system with theSAP support backbone.With transaction AISUSER, you assign an s-user for SAP Support Portal of your customer (contact person) tousers of your SAP Solution Manager (system users for background jobs as well as incident processors and systemadministrators) who communicate with SAP Support Portal.1.Select New Entries.2.Enter one of your own SAP Solution Manager system users (SU01, no dialog) in the User field.3.Enter a customer number of one of your clients.PUBLIC16 2019 SAP SE or an SAP affiliate company. All rights reserved.IT Service Management — Configuration and Upgrade Guide for Service Providers and ChannelPartnersMaster Data

4. Enter a customer’s S-user (without the S and leading zeros) in the Contact Person field.UserSAP Customer NumberContact PersonJOB USERCust#1CustS-user1JOB USERCust#1CustS-user2JOB USERCust#2CustS-user1The customer’s S-user should have at least the following authorizations* in SAP Support Portal(http://support.sap.com/user-admin): Close incidents Display (all) incidents Report incidents Send incidentsOther authorizations are optional.6.2Download System Data from SAPTo decrease the manual maintenance effort and to enable Sell partners (VARs) to deliver their maintenanceservices, SAP provides the download of system information directly from the SAP support backbone to thepartner's SAP Solution Manager. The system information comprises license information and technicalinformation. Therefore, Sell partners do not necessarily need an SLD.SAP systems, SAP hosts, and SAP databases are referred to as LMDB objects. The landscape managementdatabase (LMDB) provides an infrastructure for centralized SAP landscape data management in the SAP SolutionManager. LMDB gathers landscape data from the SLDs in productive and non-productive landscape areas.For Sell partners, it is different. A Sell partner can get all necessary data from SAP.In the Sell partner scenario, you usually do not need customers' system landscape directories (SLDs) to transfersystem data information from managed systems to the central SAP Solution Manager of the Sell partner.The report AI SC REFRESH READ ONLY DATA creates the customer organizations assigned to your Sell partnercompany, as business partners of type organization, in SAP Solution Manager. The SAP support backbone is usedas a source to transfer the customer’s information.Before scheduling the background job REFRESH ADMIN DATA FROM SUPPORT, make the following settings intransaction DNO CUST04, according to SAP Note 2182476.The job REFRESH ADMIN DATA FROM SUPPORT will refresh the following tables:IT Service Management — Configuration and Upgrade Guide for Service Providers and ChannelPartnersMaster DataPUBLIC 2019 SAP SE or an SAP affiliate company. All rights reserved.17

AISUSER: SAP Support Portal Contact Person Assignment AIEXTROUTERS: External Routers AIINSTACCESS: Access Control for Installations AIINSTALLATIONS: Installed bases AISAPCUSTNOS: SAP Customer Numbers AICUSTRELAT: Customer Relationship AISYSNR BUFFER: Buffered System Numbers from Marketplace AIROUTTAB INFO: SAP Solution Manager RoutTab Info AICONTACTS: Contacts AICONTACTS DEL: Deleted Contact Persons AISERVICES: ServicesSold-to partyIBase is generated automatically. If you want to maintain a sold-to party entry, you can do this manually withtransaction IB53. The business partner number and details for the sold-to party can be found in the transactionBP (maintain business partner).PUBLIC18 2019 SAP SE or an SAP affiliate company. All rights reserved.IT Service Management — Configuration and Upgrade Guide for Service Providers and ChannelPartnersMaster Data

7Creating Key Users for a CustomerOrganizationThe report AI SDK SP GENERATE BP V2 is used for automatic generation of the S-user of the managedcustomer numbers.This report can also be scheduled for periodic synchronization in the background.Generating Business Partners and System Users:IT Service Management — Configuration and Upgrade Guide for Service Providers and ChannelPartnersCreating Key Users for a Customer OrganizationPUBLIC 2019 SAP SE or an SAP affiliate company. All rights reserved.19

The following data can be automatically created (which is recommended), using the report: SU01 users for all customer S-users (including a generated password) Business partners for all S-users Business partner relationship to the organization (customer key user)Entries in the table AISUSER (prerequisite for forwarding a customer incident to the SAP support backbone)Important settings for AI SDK SP GENERATE BP V2:PUBLIC20 2019 SAP SE or an SAP affiliate company. All rights reserved.IT Service Management — Configuration and Upgrade Guide for Service Providers and ChannelPartnersCreating Key Users for a Customer Organization

Field SAP Customer No: You can restrict the generation of business partners and key users for a customernumber (for testing). It is recommended to leave this field empty.Note: If a customer number is maintained in this field, the master data synchronization will be done only forthis customer number.Note: If a customer number is part of a CCC or Corporate Group Function at customer side, this customernumber must be extracted from that customer corporate group.See SAP Note 2632735 (Information to review before requesting to close or delete a customer number from aCorporate Group (CCC)). Field SAP Authorization: You can determine the customer S-users for which SAP Solution Manager createsusers and business partners. If, for example, you just want to create user data for the Service Desk (messageprocessing), select the SAP authorization ANLEG.If you also want to create users and business partners for the maintenance optimizer, select the SAPauthorization SWCATALOG as well. Field External ID Type S User and Relationship Type to SP: The values of these fields are predefined and shouldnot be changed. Field Create Users: The report generates the system user (type dialog) and business partner (type person) foreach customer S-user. If you want to, a reference user could be assigned, so that each system user couldinherit the required role authorizations from the reference user automatically.Note: With the exception of the role SAP SMWORK INCIDENT MAN, all other roles relevant for the Sell partner(VAR) Service Desk scenario can be assigned to a reference user. Field Deactivate User: If a customer S-user is no longer authorized to create messages (for example, noANLEG authorization in SAP Support Portal), the business partner of this user (if existing) is deactivated andflagged for archiving. The corresponding system user is also deactivated. Field Refresh Table AISUSER: If this option is checked, the report creates an entry in the AISUSER table foreach customer S-user. Because AISUSER entries are required for message forwarding to the SAP supportbackbone, we recommend that you check this option. Field Send User Info by E-Mail: The report automatically creates an e-mail message with an initial passwordfor the logon.Note: This option should always be selected. Otherwise, it is not possible to read the generated passwords. Inthat case, either maintain the user passwords manually or delete the created users and run the report again(with Send User Info by E-Mail selected).The report also automatically creates ID numbers for each business partner. These IDs display the systems forwhich a key user can create messages.ID String in business partner:IT Service Management — Configuration and Upgrade Guide for Service Providers and ChannelPartnersCreating Key Users for a Customer OrganizationPUBLIC 2019 SAP SE or an SAP affiliate company. All rights reserved.21

This information is read from the table AIINSTACCESS.NoteThe customer S-users for whom system users will be created should have authorization to createcustomer messages, send a reply, and confirm messages.If the S-user is not authorized to send a customer message to SAP, no IDs are added in the correspondingbusiness partner.The Identification CRM001 defines to which systems the end user is allowed to open messages. This information isbased on the S-user authorizations in SAP Support Portal.The identification SP002 is used for mapping between the existing BP Person and the corresponding S-user inSAP Support Portal.S-User Authorizations in SAP Support Portal:PUBLIC22 2019 SAP SE or an SAP affiliate company. All rights reserved.IT Service Management — Configuration and Upgrade Guide for Service Providers and ChannelPartnersCreating Key Users for a Customer Organization

NoteIf you have maintained some additional system ID numbers for the business partner which are not basedon the S-user authorizations in SAP Support Portal, you should insert the keyword NODELETE in theResponsible Institution column of the Identification Numbers table. It will prevent these ID numbers frombeing deleted during the master data synchronization.7.1Scheduling Background Jobs for Master DataSynchronizationThe programs for synchronizing master data can be scheduled periodically in the background (SM36). Werecommend the following:Program NameDescriptionIntervalAI SC REFRESH READ ONLY DATADownload customer data andinstallations from SAP ServiceBackboneDailyAI SDK SP GENERATE BP V2Generate business partners andsystem users for ServiceProviders (customer S users)DailyIT Service Management — Configuration and Upgrade Guide for Service Providers and ChannelPartnersCreating Key Users for a Customer OrganizationPUBLIC 2019 SAP SE or an SAP affiliate company. All rights reserved.23

8MoreIn addition to this guide, information is provided on SAP Help Portal, including: SAP Support Portal: ALM " Service Providers SAP support backbone update - what sell partners need to do:o Partner checklist for SPS 8o Partner checklist for SPS 9 SAP Support Portal: Connectivity to SAP's Support Backbone Support Backbone Update: GuidePUBLIC24 2019 SAP SE or an SAP affiliate company. All rights reserved.IT Service Management — Configuration and Upgrade Guide for Service Providers and ChannelPartnersMore

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Certified Channel Partner (VAR) SAP Support Backbone Partners Maintenance Customers SAP SAP SAP SAP SAP SAP SAP Cust #1 Solution Manager Cust #2 Cust #3 Cust #4 Cust #5 Cust #6 e-mail OneRFC Provide customer user & system data (if not managed system) Fiori UI WebUI Automatic incident exchange