What is the SAP Solution Manager Service Desk?

The Service Desk can be used to set up efficient internal support for SAP-related error messages. End users can create error messages and send them to a central support organization working in the SAP Solution Manager. Here, the support employees can use advanced tools to process the error messages and deliver fast problem resolution.

Why Solution Manager Service Desk is needed?

Create error messages Create internal notes Communicate per e-mail, SAP Office or fax for the status update Search for SAP Notes directly in the SAP Service Marketplace Inquiry in an internal Solution Database Send a message to SAP Receive an answer from SAP Implement SAP Notes with the SAP Note Assistant Bi-directional interface to SAP Net - R/3 Frontend to forward messages to SAP Support SAP Notes search and automatic implementation of SAP Notes (and dependent Notes) using the SAP Note Assistant (software change management) Interface between Service Desk and a Third Party Call Tracking System

Basic requirements of Service Desk:

Setup of system landscape and logical components

Configure RFC to solution manager in all satellite system SAP PI (dual stack)and EP will sit on sap web application server JAVA stack.

Activate solution manager services

Go to transaction SICF. Click on execute button, the below screen will appear. On that activate the service in yellow mark.

Goto virtual host menu ->expand the sap menu ->expand bsp ->expand sap -> Htmlb then activate this service.

The popup window will display. Then click yes and activate this service

The same procedure needs to be performed also for the following services related to service desk: /sap/public/bsp/sap/htmlb /sap/bc/bsp/sap/ai_proj_setup /sap/bc/bsp/sap/dswpnotifcreate /sap/bc/bsp/sap/dswp_create_message /sap/bc/bsp/sap/dswp_bsp /sap/bc/bsp/sap/learning_map /sap/bc/bsp/sap/public/bc /sap/bc/bsp/sap/solutionmanager /sap/bc/bsp/sap/system /sap/bc/contentserver /sap/bc/Solman SAP

How to configure service desk?

Activating Solution Manager BC-Sets Required for Service Desk Go to transaction SCPR20.

In the BC set enter the BC set that needs to be activated, for example: SOLMAN40_SDESK_BASICFUNC_000

Press the activate () button.

. Make sure to select Expert mode and Overwrite All Data options, and then, click on the continue button (). The BC set will be now activated. Now repeat steps a through d to activate also the following BC Sets: A.SOLMAN40_SDESK_BASICFUNC_000 B.SOLMAN40_SDESK_ACT_ADVCLOSE_001 C.SOLMAN40_SDESK_ACTIONLOG_001 D.SOLMAN40_SDESK_TPI_ACT_AST_001 Proceed According to SAP Note 898614 for activating BC Sets

Define Service Desk Destination in the Satellite Systems

Note: for this we need to log in the satellite system. Go to transaction SM30. In table/view field, enter BCOS_CUST. Then press the Maintain Button. See example below

Press the Continue button in the following screen

No entries should be seen in the table. Press the New Entries button:

In this screen, we want enter the following information

In the RFC Destination you should point to your Solution Manager destination RFC.

Creating a Support Message

For creating support message we need to login to any of our systems in our landscape and on the initial screen of SAP click on Help Create Support Message. The below screen shot shows how to create a support message

Now the message has been created and sent to service desk, to open and check the message we should login with super user access and go to transaction CRM_DNO_MONITOR. See the below screen shot of CRM_DNO_MONITOR

And click on execute button as shown We can see the messages being created by users in the below screen.

Double click on any new message and click on Display/Change tab

Click on new user status and change it from New to In Process or Proposed Solution accordingly.

In the below screen shot you can see the status as in process and saved.

So this ends the whole process of configuration and creating the support message in service desk.

Analyze Message

Assign support team:

Assign the support team number and click save

Search for Solution :

Hand Over to SAP if you cannot find Solution:

SMSY-create a new system

Adding SAP-systems to abap stack of solution manager t-code SMSY-->Ladscape Components(add server document,database document,SAP-system document) Generate RFC destination for user for READ ACCESS and CHANGE manager from solution manager to SAP-system you have added