ITSM - Whats New in SAP Solution Manager 7.2 - Configuration Hints

ITSM - What´s new in SAP Solution Manager 7.
2
Configuration Hints
Public
ITSM - What´s new in SAP Solution Manager 7.2
Configuration Hints
Upgrade Central Inbox
SOLMAN_SETUP Notification Framework
Authorizations E-mail enhancements
3rd Party Interface Routing & Dispatching
SAP Fiori Enabling Processing times

Embedded Search Bulletin Boards
SAP JAM Integration Service Catalog Management
News in Service Request document Checklist enhancements
Solution Documentation ITSM Analytics
Web Client Improvements
© 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 2

Upgrade to ITSM SAP Solution Manager 7.2
What happens when you upgrade to SAP Solution Manager 7.2?
Upgrade to new functionality Upgrade User Experience

New:
• Solution Documentation
Fiori meets SAP Solution Manager:
• Business and IT Requirement
• SAP Solution Manager launchpad for
Improved:
• IT Service Management personalized user experience
• Change Control Management • Fiori Apps for dedicated use cases
• Business Process Analytics
Upgrade to latest technology Upgrade to new maintenance interval

Also run on SAP HANA as a database:
• License for SAP Solution Manager included in support contract Receive mainstream maintenance beyond 2017:
• Migrate SAP HANA to consolidate all applications on HANA • Packaged corrections (notes, support
• Build up experience in running HANA packages)
Stack Split • Technology updates (new databases and
• SAP Solution Manager 7.2 runs 2 single stacks
operating systems)
• Split is done as part of upgrade procedure

Important to Know & Your Next Steps
Upgrade details
The upgrade from SAP Solution Manager 7.1 to 7.2 is standard
Relevant for all customers:

 No CRM issues this time: SAP Solution Manager 7.2 does not
contain a new SAP CRM release. We only move to a new
enhancement package, the impact of the 7.2 upgrade is
significantly lower than in the 7.1 upgrade
 If you already adopted the Monitoring & Alerting infrastructure,
then you are fine. Note that business process monitoring
based on the Monitoring and Alerting Infrastructure (MAI)
is mandatory in 7.2
 The split of ABAP and JAVA stacks, and the upgrade to SAP
NetWeaver 7.40 are performed automatically in a standard
upgrade procedure
 Activation of Solution Documentation can be prepared well in
advance of the upgrade
Optional upgrade step:
• The migration to SAP HANA fully supports the one-step-
upgrade approach (i.e. the SAP standard for migrating to SAP
HANA)
This is the current state of planning and may be changed by SAP at any time.

ITSM upgrade to SAP Solution Manager 7.2
SOLMAN_SETUP SOLMAN_SETUP CRM IMG

SOLMAN_SETUP
IT Service Management IT Service Management
Mandatory Configuration Customize further new
Configuration to be Customize further
has to be completed CRM features
updated functions
Prerequisite ITSM specific ITSM specific CRM specific

• Enhanced guided steps • Enhanced guided steps • Bulletin Boards
• Required Business • Required Business • JAM integration
Functions have to be Functions have to be • Notification Framework
activated activated
• Processing Times
(documentation which (documentation which
features are enabled) features are enabled)
• To be updated • Features not yet
configuration steps are configured are flagged
flagged

IT Service Management in SAP Solution Manager 7.2
SOLMAN_SETUP
SAP Solution Manager 7.2
SOLMAN_SETUP – ITSM – What has changed ?
 Changed look & feel
 Changed Authorization Concept
 Guided Tour
 New view Mandatory Configuration
 New ITSM steps 4
 Changed ITSM steps 1

SOLMAN_SETUP – ITSM
Changed look & feel with
ITSMADMIN
• New colours
• New structures
• Optional activities
not flagged ITSMADMIN
• Info Icon
• If update required or
not yet configured
• additionally to traffic light

Changed Authorization Concept
• checks whether user has authorization to access or change the scenario.
Notification if required roles are missing.
ITSMADMIN
ITSMADMIN

Guided Tour
• Shows up to three
configuration activities
that you need to
address next
• Notifies you if technical
users are locked

New view Mandatory Configuration
Subviews
• System Preparation
• Basic Configuration
• Infrastructure Preparation
(new)

New ITSM steps
• 3.3 Configure Service Catalog and Request
• 4 Configure Search Infrastructure
• 4.1 Configure HANA/TREX Embedded Search Infrastructure

• 4.2 Configure ITSM Embedded Search
• 4.3 Enhance Search Usability
• 4.4 Set Up Software Agent Framework
• 5 Configure BW Reporting
• 5.1 Define Extraction Settings
• 5.2 Choose Transaction Type for Reporting
• 6 Configure Inbox

3.3 Configure Service Catalog and Request
-> SRVC_HIER, SRVC_ROOT, SRVC_COMP

-> ALM, ALM_ROOT, ALM_CAT
-> MLC, Questionnaire, Service Product, Approver, Restrict Access

-> how-to guide Service Request Management and Service Request Fulfillment

4 Configure Search Infrastructure

4.1 Configure HANA/TREX Embedded Search Infrastructure
- SICF
- Ensure that HANA or TREX is installed
- Configure the RFC Connection in the TREX Admin Tool
- HTTP Proxy Configuration in SM59
- Configuration in ESH_ADM_TREX_DEST
- Configuration in TREXADMIN
- Configuration in ESH_EXTR_USER
- authorization object S_BTCH_NAM field BTCUNAME
- Configuration in the „Search Configuration" view

4.2 Configure ITSM Embedded Search
- CRM_INF_1 and CRM_ES_BY_ATTACHMENT

- Adjustment in TA CRMC_UI_PROFILE
- Adjustment in IMG activity Define Central Search
- Configuration in ESH_COCKPIT

4.3 Enhance Search Usability
Configuration of new search criteria ‚With my involvement‘

Run report CRM_FILL_CDHD_TO_ORDER_INV once
after upgrade for specified users
Enhancement spot CRM_SRQM_WP

sample BAdI implementation
AI_CRM_IM_WORK_PRIORITY_DET

4.4 Set Up Software Agent Framework
- Use the SAF diagnostic tool

- SICF – service /sap/bc/bsp/sap/bspwd_cmp_test

5 Configure BW Reporting

5.1 Define Extraction Settings
Trigger background job to prepare all BI objects that are

required by the BW reports.
Before you continue with the Extraction Settings.
- Extraction Interval: Default time between 2 extractions

- Initialize: Delete all data in BW, reset the extraction settings, and load
everything back from ITSM
- Time Zone: Time zone of the report.
- Extraction From: Start date of the report.
- Package Size: Number of documents for each extraction.
- Snapshot Pattern: The snapshots are used to report the “Open
Document” KPIs.

5.2 Choose Transaction Type for Reporting

6 Configure Inbox
- SAP Note 455140 -> RZ10/SU01/SICF/SCOT/Mailserver

- Automatic Workflow Customizing (SWU3)
- Activate Agent Assignment in CRM_ERMS_WF_CUST
- CRM WebUI
- Define Service Manager Profiles CRMC_ERMS_SM_PROF
- Define Inbox Profiles + assignment to business role
- Business role + technical roles
- IMG activity User Status after E-Mail Reply
- IMG activity Assign Text Types
- IMG activity Define Inbox Toolbar Profiles

Changed ITSM steps
• 1 Check Prerequisites
• Changed: activity Check IBase Component and IObject Creation
• New: activity Check SAP Connect Configuration
• 2.1 Configure Manually
• New: activity Activate Copying Control for Activities
• 2.3 Configure Automatically
• Moved: BI-related activities moved to BW Reporting step 5
• Removed: obsolete activity Adjust Transactions from Sol. Mgr. 7.0
• Moved: Configure Service Request Management moved to
Configure Service Catalog and Request step 3.3
• 3.2 Set Up E-Mail Notifications
• New: activity Configure CAT Server for Survey Suite
• 7.1 Prepare External Integration
• New: activity Configure SAP Fiori Launchpad
Changed ITSM steps
• Moved: Configure Service Request Management moved to
Configure Service Catalog and Request step 3.3
• 3.2 Set Up E-Mail Notifications
• New: activity Configure CAT Server for Survey Suite
• 7.1 Prepare External Integration
• New: activity Configure SAP Fiori Launchpad
• 9 Configure UI
• New: activity Check Profile Parameter for Shared Objects
• New: activity Schedule Job for Shared Objects Areas
• New: activity Reduce Number of Outbound Plug Mappings
• New: activity Adjust End User View Creation Widgets
• New: activity Define My Messages Widgets

Business Functions
Business functions that include ITSM relevant that indicates attachments, ranking calculation
• CRM_ITSM_BULLETINS Bulletin Board
improvements:
• CRM_ITSM_COM Content and Text Management
• BC_SRV_STW_03 Enable Social Media ABAP Integration 3
• CRM_RMD Rule Modeler Usability
• CRM_ES_BY_ATTACHMENT Search in Business Object
Attachments, to indicate the attachments search their contents in • CRM_SHSVC Multifunctional Shared Service Interaction Center,
embedded search for example for checklists
• CRM_IC_CEBP IC and Communication-Enabled Business • CRM_SWI_1 Integration of SAP Jam with SAP CRM
Processes, for example for checklists • CRM_TM_1 Enlarged Text Area and Filters in Text Log
• CRM_KA_CI_2 Knowledge Article Content Preview (For more • UI_FRW_1 UI Framework
information, see in SAP Note 1619457.)
• UI_FRW_1_DOCU UI Framework Documentation
• CRM_ITSM Service Request Enhancements, for example, for
search for transactions "with my involvement", displaying a pushbutton
Authorizations
ITSM Authorizations
Adapted composite roles SAP_SUPPDESK_*_COMP
• SAP_SUPPDESK_ADMIN_COMP Administrator
• SAP_SUPPDESK_CONF_COMP Configuration
• SAP_SUPPDESK_CREATE_COMP Key-User
• SAP_SUPPDESK_DISPATCHER_COMP Dispatcher
• SAP_SUPPDESK_DISPLAY_COMP Display
• SAP_SUPPDESK_PROCESS_COMP Processor
Main Changes:
Added single roles
• SAP_SM_SL_* new solution documentation functionality
• SAP_SM_FIORI_LP_EMBEDDED general FIORI UI authorizations for SAP FIORI usage
• SAP_SM_BI_INCMAN_REPORTING BI-Reporting: Incident Management
• SAP_SYSTEM_REPOSITORY_* for system access
• …
Removed redundant roles
ITSM Authorizations – additional
For Usage of specific standard CRM features further authorizations might be required
E.g.
• Bulletin Boards authorization object CRM_BLT_UI
• Notification Framework authorization objects CRM_NF_*

Third-party interface improvements

Configuration Hints
Third-party interface improvements – Configuration 1/3
 Enhanced mapping also based on transaction type
Available out of the box in the IMG

… -> IT Service Management -> External Integration -> External Service Desk -> Define Value Mapping for
Service Desk Interface
External Service Desk Transaction Type Direction Type Rule

005068D463Z33EG1K1665A0D204AB6AB ZMIN Incoming Priority Copy Value

Third-party interface improvements - Configuration 2/3
 Transfer of additional Business partners
• Using additional attributes:
SAPBusinessPartnerFunction + Suffix 01-10 (e.g. SAPBusinessPartnerFunction01)

SAPBusinessPartner + Suffix 01-10 (e.g. SAPBusinessPartner01)
External Service Desk Transaction Type Direction Type Rule

005068D463Z33EG1K1665A0D204AB6AB ZMIN Incoming Priority Copy Value
Business Partner Function
Business Partner
• Customizing table ICT_PFCT_FLTR
External Service Desk Transaction Type Direction (BP) Function

005068D463Z33EG1K1665A0D204AB6AB ZMIN Incoming SLFN0006 Single Point of Contact
Outgoing

Third-party interface improvements - Configuration 3/3
 Possibility to modify exchanged ticket before and after maintenance/creation
New BAdI:
BAdI: BADI_ICT_MAINTAIN_ORDER
Filter: THIRD_PARTRY_GUID
Methods: BEFORE_MAINTAIN, AFTER_MAINTAIN
 Support customer specific proxy object

 BAdI : AGS_SD_OUTBOUND_FACTORY
 Proxy class to be introduced with the BAdI must inherit from the same superclass CO_PCICT_SERVICE_DESK_API
and overwrite all methods with corresponding custom logic.

SAP Fiori Enabling

Configuration Hints
SOLMAN_SETUP – Mandatory Configuration – Basic Configuration
Customize SAP Fiori Launchpad
• NetWeaver functionality
• New link in Basic Configuration Step 5 Complete -> Navigation to IMG

SOLMAN_SETUP – Mandatory Configuration - Infrastructure Preparation
Enable Gateway Services
activate OData services in SAP Gateway
for SAP UI5 applications and mobile applications:
• ICF nodes / Launchpad Services
transaction /IWFND/MAINT_SERVICE
ICF nodes
• AGS_FLP_INTEROP
• AGS_FLP_PAGE_BUILDER_PERS
• Gateway Services
In the SAP Solution Manager system

• Choose the gateway services that you want to use.
• Choose Prepare Activation.
• Choose Save.
… OR
On a Separate or Central SAP NetWeaver
Gateway System
• transaction /IWFND/MAINT_SERVICE
…
SAP Solution Manager 7.2 Configuration
7.1 Prepare External Integration –
Configure SAP Fiori Launchpad
User
… that users can report incidents from the SAP Fiori Launchpad
using Contact Support
Prerequisites:
• Active BAdI implementation AI_CRM_IM_FLP_EMB_SUPP_BADI
• RFC destination in BCOS_CUST
(in Solution Manager RFC = NONE, in central hub RFC = SOLMAN_BACK RFC)
Entry in table /UI2/EMB_SUP_CON

(only in Solution Manager not in central hub)

ITSM UI strategy in SAP Solution Manager Configuration
Fiori App - My Incidents
• Prerequisite: Semantic status settings
• Standard: All incidents get listed

(dependent on authorization)
• BAdI AI_CRM_GW_MYMSG_QUERY_BADI
to filter listed incidents
(attributes: process type, partner, status)
• View AIV_MAP_PRIORITY to map object status

(colour) with priority

Embedded Search
Configuration Hints
ITSM UI strategy in SAP Solution Manager Configuration
Embedded Search
4.2 Configure ITSM Embedded Search
- CRM_INF_1 and CRM_ES_BY_ATTACHMENT

- Adjustment in TA CRMC_UI_PROFILE
- Adjustment in IMG activity Define Central Search

SAP JAM Integration

Configuration Hints
SAP Jam integration Configuration
SAP Jam Feeds / SAP Jam Groups
Configuration
• Activate the business functions
CRM_SWI_1 and BC_SRV_STW_03
• IMG settings SAP Jam Integration
(SAP NetWeaver + CRM)
• In the Transaction Launcher define the
navigation from SAP CRM to SAP Jam for the
Integration in Home and in Incident Header
maintenance of groups
• Configure the number of available answers
to a feed in the UI configuration for component
GS_SWICMP
• E-mail address maintained in user master data
Configuration Guide
Integration in Incident Header

News in Service Request document

Configuration Hints
News in Service Request document
• Category Search Help
• Processing Log
• Displaying Contact Information
• Number of Processors
• Search for Service Requests “with my involvement”
• Status Solution Provided
• Local Time of the Business Partners
• New Business Add-In for Partner Determination

News in Service Request document Configuration
Category Search Help
Searching for a category with Search Criteria Category ID
 Structure View: Complete category hierarchy
 Category Search: String search Include into view configuration:

Processing Log
The following objects or actions are logged:

 Actions performed on a checklist, for example the following actions:
• Adding a checklist
• Changing the status of a checklist step
• Determining the checklist automatically
 Items that have been deleted or added. For actions on notes and attachments, the users can display only these
objects that they are authorized for.
 Changes to categories are now logged with the labels that you have defined in the category modeler. Previously,
all categories were logged with an identical entry. You were not able to identify the related categorization block
 Display the dates in the format defined in the user settings. This includes the conversion of the timestamp.
 Changes to the service profile and response profile

Displaying Contact Information
In the header of the service

request overview page, you can • IMG activity
display the most important Determine Partner Functions
contact data of a business for Contact Information
partner.
Contact data of the reported by
or processor directly on the
screen while editing a service
• Add required fields to the
request.
UI configuration
The system retrieves the data //IMMEDCONTINFOVN/TEL_MOBILE - Mobile no.
//IMMEDCONTINFOVN/TELEPHONE - Telephone no.
from the standard address of a //IMMEDCONTINFOVN/TIME_ZONE - Time Zone
//IMMEDCONTINFOVN/LANGUAGE - Language
business partner. //IMMEDCONTINFOVN/NAME
//IMMEDCONTINFOVN/COUNTRY
- Name
- Country
//IMMEDCONTINFOVN/ADDRESS - Address
//IMMEDCONTINFOVN/LANGUAGE - Language

Number of Processors
In the header of the service

request overview page, you can
display the
• Add required field to the
number of processors
UI configuration
that have edited a service //PARTNCHGCOUNTVN/PARTN_CHG - No. of Processors
request.
The system counts how often
the partner of the partner
function for the responsible
employee has been changed.

Search for Service Requests “with my involvement”
With the new search criterion with my involvement, you can search for
service requests that you have created or changed.
The function is available for the advanced search and the Service Monitor.
• Activate the business function CRM_ITSM

• Run report CRM_FILL_CDHD_TO_ORDER_INV
to compile the My Involvement data for existing
CRM transactions

Status Solution Provided
You can
prevent setting a service request
to status “Solution Provided”
if the user has not added a
knowledge article with status
“Published”
BAdI CRM_ORDER_STATUS
• Copy implementation
CHECK_SOL_PROVIDED
• Adjust Filter value to the
appropriate status value
• Activate implementation

Local Time of the Business Partners
Additional fields are available

that inform you about the time • Add required fields to the
zone and the local date and UI configuration
time of the business partners: e.g. in Header Details:
//BTPARTNERSET/PARTNER_TIME - Current Partner Time
//BTPARTNERSET/EMPLOYEE_TIME - Current Emp Rsp Time
• In the service request header
• In the BP assignment block
• In the master data of the

business partner

New Business Add-In for Partner Determination
With the new Business Add-In COM_PARTNER_DETERM, you can now use
customer-specific filters to implement partner determination routines

Solution Documentation
Configuration Hints
Solution Documentation Configuration
Revised Solution Documentation
There is no SOLAR documentation structure any more !!! New Solution Documentation UI
 References from Solution documentation into incidents
Integrated  Solution
keep availablein standard ITSM is the area to document
business and design all relevant
roles.
and can still be displayed (Read Only) processes.
 New assignment block Solution Documentation
CRM
 References to the new Solution documentation structure can UI
be Component AIC_SMUD added to
created in the incident document manually relevant CRM UI header components
• Own business roles have to be adapted

 Using Solution documentation references for search filter
 Create incidents based on solution documentation elements instead of
technical elements (system, CI, category, etc.)


Configuration Hints
New CRM basic features delivered through customer connection program 2014/15
Some useful examples
• Attachment Icon in Business Transaction Search Applications SAP Note 2141594

• Cancel search button should lead back to search screen SAP Note 2155098
• Header System Information SAP Note 2139001
• Multi-Column Sorting on Tables SAP Note 2131434
• Drag and Drop for attachments of e-mails in the IC SAP Note 2127681
• Timeout warning popup and countdown clock SAP Note 2119701
• Common field labeling - Provide a comprehensive user guide on how to change labels in CRM
SAP Note 2133755
• Logo customizable per Business Role SAP Note 2023680
• Change history: Display changes for a specific timeframe in SAP Note 2013500
• Conditional formatting of the table cells SAP Note 1937399
• Improvement of Recent Items functionality SAP Note 1769401

Attachment Icon in Business Transaction Search Applications

(SAP Note 2141594)
• Middleware Parameter RESULT_LIST_ATTACHMENT_FLAG

Configuration
• Adapt UI Configuration of relevant views

Cancel search button should lead back to search screen

(SAP Note 2155098)
Configuration

Header System Information

(SAP Note 2139001)
Configuration
• Function Profile PARAMETERS

• Parameter HEADER_SYS_INFO
(ALL/NAME_ONLY)
• DEBUG authorization
in authorization Object S_DEVELOP

Multi-Column Sorting on Tables Configuration

(SAP Note 2131434)
• Multisorting in the Result List

Shift+clicking will bring up the context sensitive
multisorting options:
• Multisort Ascending
• Multisort Descending
• Remove from Multisort
• Personalization & Configuration

The personalization popup has been modified to show 3 sorting levels;
clicking on the direction icon will toggle between ascending/descending.

Planned
Web Client Improvements Innovations
Drag and Drop for attachments of e-mails in the IC

Configuration
(SAP Note 2127681)

Timeout warning popup and countdown clock

(SAP Note 2119701)
Configuration
Function Profile PARAMETERS
• Parameter FRONTEND_TIMEOUT
(NOTIF_ONLY/CLOCK_ONLY/ALL)
• Parameter SESS_TIMEOUT_POPUP

Common field labeling - Provide a comprehensive user guide on how to change labels in CRM
(SAP Note 2133755)
Configuration
2133755
1. Business Role customizing

or
1. Renaming Items in the Navigation Bar
Navigation Bar customizing
2. Changing the title of a Page/View
3. Changing Item Labels 2. Transaction SOTR_EDIT
3. Configuration of the view

or
Design layer

Logo customizable per Business Role

(SAP Note 2023680)
Configuration
• IMG activity Define Icons

IMG:
Customer Relationship Management
-> UI Framework
-> UI Framework Definition
-> Skins and Icons
-> Define Icons
• Assign Icon to Business Role

Change history: Display changes for a specific timeframe in business transactions

(SAP Note 2013500)
Configuration

Conditional formatting of the table cells

(SAP Note 1937399)
Configuration
• Implementation at P_GETTER
method of the search page view
controller
How-To Guide
format the table's cell background color

Improvement of Recent Items functionality

(SAP Note 1769401)
Configuration

Further Improvements:
 Enable nav links to be opened within a new tab/window (2135300) either the Saved Entries or the Smart Value Help features. (2149887)
 Mass tagging of objects from a search result and a mixed list (2045716)  WEBCUIF Enhanced Mobile Browsers Support (2004217)
 Consider partner function category "Contact Person" for transactions  Table Personalization enhancements features (1855398)
(0002104955) The "Service Requests" assignment block in the "Account"  E-Mail Editor Enhancements (1924585)
overview page also shows transactions in which the account is assigned
with a partner function of the category "Contact Person".  WebClient : Navigate result list from Overview Page (OVP) (1867097)
 Change history: Display changes for a specific timeframe (1972182)  Preview for Tags in Tag Clouds (1873316)
 Integrate the CRM attachment with the CRM embedded search (1977197)  Navigation issue with saved search for agent inbox (1873711)
 Automatic Save (2046890)  Fuzzy Search: Sort by similarity, remember setting (1784694)
 Translation function in CRM WebClient UI for categorization (2056223)  Extend Tag Cloud search help in order to search for all exis (1792873)
 Default Values for Advanced Search Pages (2045936)  Central Edit Button for Master Data (1578112)
 Auto-Adjust Personalization (2045421)  Enlarged Text Area and Text Log (1650347)
 Saved Search keeps the sorting order (2032639)  Direct navigation to object when search criteria is unique (1658819)
 Default Value for Drop Down Lists (2193909)
 Mass change common attributes of installed base components (object
type)
 Smart Value Help Personalization - Provide the user the option to turn on

SAP Improvement Finder & Customer Influence site
Visit SAP Improvement Finder: Benefit and Use

 Find areas for improvement in SAP CRM
 Use established maintenance processes
(SAP Notes; support packages)
http://www.sapimprovementfinder.com ›
Visit Customer Influence Site : CRM based SAP Solution Manager

▪ Join - Do you have additional Improvement Requests based requirements
on SAP CRM?
Participate in the new project - join here
https://influence.sap.com/CRM2016

Central Inbox
Configuration Hints
Central Inbox Configuration
6 Configure Inbox
- SAP Note 455140 -> RZ10/SU01/SICF/SCOT/Mailserver

- Automatic Workflow Customizing (SWU3)
- Activate Agent Assignment in CRM_ERMS_WF_CUST
- CRM WebUI
- Define Service Manager Profile CRMC_ERMS_SM_PROF
- Define Inbox Profiles + assignment to business role
- Business role + technical roles
- IMG activity User Status after E-Mail Reply
- IMG activity Assign Text Types
- IMG activity Define Inbox Toolbar Profiles
- Additionally: How to Guide - E-MAIL INBOUND

CONFIGURATION - ALM: Incident Management
- Use BAdI CRM_IC_INBOX_BADI to enhance various

aspects of the inbox

Automated creation of Incidents/Service Requests
In the e-mail inbound scenario it is now possible to enable the

automatic creation of incidents / service requests
• Set up ERMS according to

Incident • SOLMAN_SETUP
• How to Guide - E-MAIL INBOUND CONFIGURATION -
Service
Request
ALM: Incident Management
• In Service Manager Profile AI_INBOX maintain the Indirectly
Called Services and define the relevant transaction type as
Incident Property Value to AIC_CREATE_INC / AIC_CREATE_SR
• Rule policy context E-Mail Response MS for ITSM Inbox
• For automatic creation use rule policy DEFAULT
• For manual creation use rule policy AI_INBOX_ROUTING

Result Toolbar Buttons
IMG activity Define Inbox Toolbar Profiles
For each button define:
 Description
 Label
 Tooltip
 Icon
 Button type (Standard button, Menu button, Separator)
 On-click event that takes place when the user chooses the button
For each toolbar profile define:
 Which buttons are available
 Button order
 Button grouping
 Whether the label, icon, or both are displayed for the button
For own defined buttons
 Define event coding
 add field <BUTTONNAME>_DIS to the structure CRMST_AUI_BUTTON

Notification Framework
Configuration Hints
Notification Framework Configuration

CRM_ITSM and CRM_ITSM_ALERTS
• Activate Middleware
• IMG activity Notification Framework
• Configuration of the required communication
channels (transaction SCOT)
• Enable logical link IDs CT-NF-CR and CT-NF-SR
in the used business role
(Available but invisible in SOLMANPRO)
… • Authorization objects CRM_NF_*

E-mail enhancements
Configuration Hints
E-Mail Management Enhancements Configuration
New / enhanced mail form attributes

• Configuration of the required communication
channels (transaction SCOT)
• No further customizing settings needed
• BAdI CRM_IM_ADD_DATA_BADI to maintain
additional attributes for mail form attribute

Routing & Dispatching

Configuration Hints
Dispatching & Routing Configuration
Transaction Ranking
IMG activity BAdI: Determination of Transaction Ranking

• Use BAdI BADI_CRM_SRQM_WP_DET to classify service
requests with a transaction ranking
• Method DETERMINE_WP_FIXVALUE
static part: calculation during CRM_ORDER_SAVE
e.g. using priority
• Method DETERMINE_WORK_PRIORITY
dynamic part: calculation during search for the transaction
e.g. using passed time

Dispatching & Routing
Rule Modeler Enhancements
The following new features are available for the rule modeler:
 The most frequently used functions for the rule modeler maintenance are currently available
as a button or a one-click action. This applies to all business roles.
 When maintaining a rule policy, you can now use a vertical splitter to increase the application area that is
currently being used.
 For rule policies in context Service Request Management, several new condition attributes are available:
– AH_ROUTE_TO_DECI - Route to Decision Engine
– AH_SRV_DET_ORG - Determine Organizational Data
– AH_SRV_REQ_DL_BP - Remove Partner from Service Request
– AH_SRV_REQ_SALES - Set Sales Organizational Unit in Service Request
– AH_SRV_REQ_SERVI - Set Service Organizational Unit in Service request
– FG_SRV_REQ_CDATA - (Service Request Customer Data) to use the country and region of the customer as condition attribute
– FG_SRV_REQ_C_MKT - (Customer Marketing Attributes)
– FG_SRV_REQ_RDATA - (Service Request Reporter Data) to use the country, region, and language of the reporter as condition attribute
– FG_SRV_REQ_R_MKT - (Reporter Marketing Attributes)
– FG_SRV_REQUEST - Priority of service request

Rule Modeler Enhancements

Planned
Dispatching & Routing Configuration

Innovations
Forwarding Automatically by Changing a Service Request
IMG activity
Define Fields for Automatic Dispatching
 Define the fields for the required combinations of business
role and transaction type
 Define whether the automatic dispatching shall start after
changing a field or after saving the transaction

Organizational Assignment
Organizational Assignment
 In the service monitor and the search page, you can now search for incidents and problems by organizational
units. The new search attributes allow you to create a list of all service requests that are assigned to your
service organization. You can display the organizational assignments in the result list.
 You can now manually trigger the automatic determination of the organizational assignments.
 In the application, you can now display the log of the organizational determination. If you assign the user
parameter CRM_ORGDETER_LOG to your user, the new button Organizational Assignment Log is available
for the organizational data assignment block.

Processing Times
Configuration Hints
Processing Times
Example: Applying Response Times to the Availability Times
The following example shows how the system applies the response times to the availability times
defined in the service profile.
For a processing time, the system has determined the following availability times in the service
profile:
• Every week from Monday to Friday, 08:00 — 18:00
• Holiday calendar: USA
For the specific incident, a planned response time of 25 hours is defined in the response profile.
The service team consumes 29 hours to solve the incident. The incident was created on Monday.
Tuesday was a public holiday.

Processing Times
Example: Applying Response Times to the Availability Times
The following table shows how the planned and actual durations are applied to the availability times
of the current week.
Mon Tues Wed Thu Fri
Availability Times 08:00 — 18:00 Public Holiday 08:00 — 18:00 08:00 — 18:00 08:00 — 18:00
Planned response time Planned start time: Planned end time: Actual end time:
= 25h 10:30 15:30 09:30
Actual response time = Actual start time:

29h 10:30
Actual duration 7.5 7.5 17.5 27.5 29

Configuration
Processing Times
IMG - SAP Solution Manager Implementation Guide - Customer Relationship

Management – Transactions - Settings for Service Requests
• Activate business function

CRM_ITSM_PROCESS_TIMES_MGMT
• IMG activity
Settings for Management of Processing Times

Bulletin Boards
Configuration Hints
Configuration
Bulletin Boards
• Activate business function CRM_ITSM_BULLETINS

• IMG activity Bulletin Board
all sub-activities, e.g.
• Define Object Types/Subtypes for Bulletins
• Bulletin Source Objects - Assign Partner
Functions to Transaction Types
• Define Bulletin Context
• Asssign function profile CRM_BULLETIN_BOARD to
relevant business role
• Add component BLTNBOARD in UI component and
configuration of AIC_INCIDENT_H
• authorization object CRM_BLT_UI to be assigned to
bulletin board users

Service Catalog Management

Configuration Hints
Service Catalog enhancements Configuration
News and changes in the service order
• Master data maintenance:

SOLMAN_SETUP – ITSM 3.3 Configure Service Catalog
• Create Multilevel Categorization Schema
• Create Questionnaires (CRM_SURVEY_SUITE)
• Create Service Products
Maintain Service catalog attributes
• Top Service Request
• Direct Service Request Creation
• Assign Approver
• sales organization Permitted in Determination
• For sold-to BP maintain sales organization + relationship to approver BP
• Set status to Locked for service products that should not appear in the service catalog
• Use enhancement spot AIC_SRV_CATALOG_AUTH to restrict which services are
visible for whom

Checklist enhancements
Configuration Hints
Checklist Enhancements Configuration
Exchange of checklist
 Activate business functions

 IMG activity
Define Fields for Triggering Checklist Determination
 Definition of rule policy

Checklist Enhancements Configuration
Decision-Based Checklists
 Activate business functions
 Define action profile with manual immediate actions
on item level (item category SMCL BUS2000199)
 IMG activity Define Checklist Profiles
• Define Triggers
• Define Decision-Based Checklist
• Assign Steps
• Assign Partners
• Assign Links
• Assign Triggers
• Assign Actions
• Define Checklist Profiles
• Assign Checklists
• Assign Checklist Profiles to Trans. Types

ITSM Analytics
Configuration Hints
5 Configure BW Reporting

5.1 Define Extraction Settings
Trigger background job to prepare all BI objects that are

required by the BW reports.
Before you continue with the Extraction Settings.
- Extraction Interval: Default time between 2 extractions

- Initialize: Delete all data in BW, reset the extraction settings, and load
everything back from ITSM
- Time Zone: Time zone of the report.
- Extraction From: Start date of the report.
- Package Size: Number of documents for each extraction.
- Snapshot Pattern: The snapshots are used to report the “Open
Document” KPIs.

5.2 Choose Transaction Type for Reporting

Thank you
Contact information:
F name MI. L name

Title
Address
Phone number
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ITSM - Whats New in SAP Solution Manager 7.2 - Configuration Hints

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ITSM - What´s new in SAP Solution Manager 7.

SOLMAN_SETUP Notification Framework

Authorizations E-mail enhancements

3rd Party Interface Routing & Dispatching

SAP Fiori Enabling Processing times

SAP JAM Integration Service Catalog Management

News in Service Request document Checklist enhancements

Solution Documentation ITSM Analytics

Web Client Improvements

© 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 2

Upgrade to new functionality Upgrade User Experience

Upgrade to latest technology Upgrade to new maintenance interval

© 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 4

The upgrade from SAP Solution Manager 7.1 to 7.2 is standard

Relevant for all customers:

© 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 5

SOLMAN_SETUP SOLMAN_SETUP CRM IMG

Prerequisite ITSM specific ITSM specific CRM specific

© 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 6

 Changed look & feel

 Changed Authorization Concept

 New view Mandatory Configuration

 New ITSM steps 4

 Changed ITSM steps 1

© 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 8

© 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 9

© 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 10

© 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 11

© 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 12

• 4 Configure Search Infrastructure

• 4.1 Configure HANA/TREX Embedded Search Infrastructure

© 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 13

-> SRVC_HIER, SRVC_ROOT, SRVC_COMP

-> MLC, Questionnaire, Service Product, Approver, Restrict Access

© 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 14

© 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 15

© 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 16

- CRM_INF_1 and CRM_ES_BY_ATTACHMENT

© 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 17

Configuration of new search criteria ‚With my involvement‘

Enhancement spot CRM_SRQM_WP

© 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 18

- Use the SAF diagnostic tool

© 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 19

© 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 20

Trigger background job to prepare all BI objects that are

- Extraction Interval: Default time between 2 extractions

© 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 21

© 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 22

- SAP Note 455140 -> RZ10/SU01/SICF/SCOT/Mailserver

© 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 23

© 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 25

• Bulletin Boards authorization object CRM_BLT_UI

• Notification Framework authorization objects CRM_NF_*

© 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 29

Third-party interface improvements

Available out of the box in the IMG

External Service Desk Transaction Type Direction Type Rule

© 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 31

• Using additional attributes:

SAPBusinessPartnerFunction + Suffix 01-10 (e.g. SAPBusinessPartnerFunction01)

External Service Desk Transaction Type Direction Type Rule

• Customizing table ICT_PFCT_FLTR