Configuration Guide PUBLIC

SAP Solution Manager 7.2

Document Version: 1.0 – 2019-09-18

IT Service Management — Configuration and

Upgrade Guide for Service Providers and Channel
Partners
SAP Solution Manager 7.2 SPS 5 and higher
Table of Contents

1 General Information................................................................................................................. 3

2 Incident Management Overview............................................................................................. 4

2.1 End2End Incident Flow — Default ........................................................................................................ 5
2.2 End2End Incident Flow — Prio 1 Outside Partner's Office Time........................................................ 6
2.3 Master Data Provision ........................................................................................................................... 7

3 SAP Solution Manager Configuration.................................................................................... 9

4 Basic Configuration ................................................................................................................ 11

5 IT Service Management Configuration ................................................................................. 12

5.1 Background Job Scheduling ................................................................................................................12
5.2 Configuring a Transaction Type ..........................................................................................................12
5.3 Setting Up SAP Customer Numbers...................................................................................................13
5.4 Setting Up Software Partners .............................................................................................................14
5.5 Setting Up Users and Partners............................................................................................................14
5.6 Defining Copy Control ..........................................................................................................................15

6 Master Data ............................................................................................................................ 16

6.1 Maintain S-User for SAP Backbone ....................................................................................................16
6.2 Download System Data from SAP ...................................................................................................... 17

7 Creating Key Users for a Customer Organization................................................................ 19

7.1 Scheduling Background Jobs for Master Data Synchronization .................................................... 23

8 More ....................................................................................................................................... 24

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1 General Information

This guide helps you to configure IT Service Management (ITSM) Incident Management with
SAP 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 8
o Partner checklist for SPS 9
• SAP Support Portal: Connectivity to SAP's Support Backbone
• Support Backbone Update: Guide

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2 Incident Management Overview

ITSM is a central service point that enables centralized incident and issue message processing at multiple
organization levels. It offers a communication channel with all relevant stakeholders of an incident, such as
customer business users, partner support, and SAP service and support employees. It also focuses on the
process between the customer (end user or key user), Sell partner (VAR) (support employees with dispatcher or
processor role function), and SAP.

Customer
1st Level Support 2nd Level Support 3rd Level Support
(SAP_SUPPDESK_
(SAP_SUPPDESK_DISPATCHER_COMP) (SAP_SUPPDESK_DISPATCHER_COMP) SAP
CREATE_COMP)

VAR Processor Incident from

VAR Processor
Topic Group 1 Customer Key User

Incident from VAR

Customer Key User Dispatcher

There are many ways to access your SAP Solution Manager. You always have a connection to SAP, which provides
you 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 Watch
Alert, for instance. Additionally, your customers can report incidents in many ways, such as by forwarding
incidents 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.

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 Partners Maintenance Certified Channel SAP Support
Customers Partner (VAR) Backbone

Cust
#1 SAP

SAP
SAP

Automatic incident
exchange
Cust SAP
#2 SAP Solution
Manager

SAP SAP Solution

Manager OneRFC
Provide customer
user & system data
(if not managed
Cust system)
#3

Fiori UI

Cust
#4 e-mail

WebUI
Cust
#5  Cust
#6 
Customers can have maintenance with several contract partners. Often depending on the topic, some
installations are maintained by VAR1, others by VAR2, and maybe also by SAP directly.

Customer A
Installation #A1

Installation #A2
VAR 1
Customer B
Installation #B1

Installation #B2 SAP

Installation #B3

Customer C VAR 2
Installation #C1

Installation #C2

2.1 End2End Incident Flow — Default

Most Sell partners (VARs) do not offer 24-hour support. During the Sell partner's business hours, a reported
incident from a customer appears in the partner's inbox as a new incident. A dispatcher can assign it to a specific
support employee or group, or the distribution is done automatically by a rule framework. Once a support

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employee gets the new incident, they look for a solution and provide that to the customer. The customer tries the
solution and is either satisfied or still encounters an issue and therefore enters a reply and sets the incident status
back to "Send to Support". If a Sell partner cannot help, they can forward the incident to SAP. If it involves an
application component from an SAP software partner (ISV), the ticket is forwarded to the SAP Solution Manager
of the ISV for further investigation. Once they have found a solution, the incident goes back to the Sell partner's
SAP Solution Manager, directly to the customer inbox. If the customer is satisfied, the ticket is closed.

VAR SAP ISV

Customer
(1. & 2. level support) (3. level support) (4. level support)

Solution
New incident Proposal

No final
solution Solution provided
by Partner Solution Solution
Proposal Proposal

If solution not
available, manual Forwarded to If 3rd Party
For processing Forwarding SAP Component

Automatic
Solution provided Forwarding to Solution provided
by SAP Customer by SAP Solution provided

Confirmed Auto Forward Confirmed Auto Forward Confirmed

ISV SAP
Solution
Manager
VAR SAP Solution Manager
sends notifications to customer on changes

2.2 End2End Incident Flow — Prio 1 Outside Partner's Office

Time

Most Sell partners (VARs) do not provide a 24-hour service. Therefore, if a customer raises a very high-priority
incident at night or on the weekend, it can be forwarded automatically to SAP's 24-hour support without involving
the Sell partner.

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 VAR SAP ISV
Customer
(out of office) (3. level support) (4. level support)

Solution Solution
proposal proposal

Automatic (If 3rd party

New incident Forwarded to
forwarding to SAP component)
very high prio SAP

Automatic
Solution provided forwarding to Solution provided
(by SAP) (by SAP) Solution provided
Customer

Confirmed Auto Forward Confirmed Auto forward Confirmed

ISV SAP
Solution
Manager

VAR Solution Manager

sends notifications to customer on changes

2.3 Master Data Provision

By default, SAP Solution Manager is connected to several managed systems to get all the necessary data and to
interact with the connected solutions.

SAP Support Backbone SAP Solution Manager for Partners

Create IBase
use: Generate license LMDB
components and
data in LMDB notification job
IObjects
Job

REFRESH_ADMIN_DATA_
FROM_SUPPORT
Create
BP Organization
Tables:
V_AISAPCUSTNOS
V_AICUSTRELAT
AIINSTALLATIONS
AISYSNR_BUFFER
AICONTACTS
AIINSTACCESS
Generate
BP Person
Report
Maintain
use: AISUSER
AI_SDK_SP_GENERATE_BP_V2

Create
SU01 User

In the Sell partner (VAR) scenario, a connection between the customer landscape and the partner's SAP Solution
Manager is not guaranteed. Therefore, the partner's SAP Solution Manager obtains master data of the partner's
maintenance customer from SAP. Two reports primarily distribute system and user data in SAP Solution
Manager.

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 SAP VAR landscape
Support
SAP Solution Manager
Backbone
ITSM

LMDB IBase
License Data Management Manual IBase
generation
transaction
When customers get IB_GEN
new systems, they
Write notification IObject Assign
need to enter license
information in SAP Create / update LMDB object corresponding
license data created/changed/ represents
Support Portal. IObject / IBase
deleted system with
to CRM
information like
document (e.g.
client, system Incident or
number... change request)
REFRESH_ADMIN_DATA_FROM_SUPPORT Automated IBase
License information
Download license data from SAP generation
for new system
and create it in LMDB through scheduled
job

Create technical system with license data as

template (map guides)

Automated Mapping between technical

manual step batch job
process step and license information

The following pages give you an overview of the most important setup steps for partners:

Get your
customer Assign S-User Generate
Perform Generate
numbers from for SAP system user Assign roles to
Initial/Basic IBase and the
SAP Global Support Portal for each S- the users
Configuration Systems
Support funcionality User
Backbone

System/User Information Download and Master Data Generation

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3 SAP Solution Manager Configuration

The configuration of SAP Solution Manager is performed using the application called SAP Solution Manager
Configuration " 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 Hub
Connectivity. This is where you perform the activity Configure Partner/VAR Communication Channels.

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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: Checklists

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4 Basic Configuration

This guided procedure leads you through configuration steps that you must perform to enable basic scenarios in
SAP 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 following
SOLMAN_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)

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5 IT Service Management Configuration

The following steps are performed under IT Service Management of the SAP Solution Manager configuration.

5.1 Background Job Scheduling

Perform step 1.3 Configure Automatic Prerequisites and perform the activity Background Job for Communication
with 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 sufficient
authorization, which is usually the user SOLMAN_BTC.

5.2 Configuring a Transaction Type

In the step Copy Transaction Types, please read the information in the description on configuring a transaction
type and follow the instructions that the tool provides. Be aware that the transaction types SMIS and SMIV are
relevant and to be used by partners.

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5.3 Setting Up SAP Customer Numbers

We strongly recommend that you as a Sell partner (VAR partner) follow the instructions provided in the step Set
Up SAP Customer Numbers (see next screenshot). This is where you can grant customers access to certain
functions for Change Request Management, Service Desk, and System Monitoring.

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5.4 Setting Up Software Partners

This step is only for software partners (ISVs). It involves creating users, scheduling the background job
AI_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. We
have included it simply to make you aware that, even though the title contains the word "partner", this step is
relevant for all users.

5.5 Setting Up Users and Partners

These steps are not exclusive to Sell (VAR) and ISV partners. They are relevant for all SAP Solution Manager
users.

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5.6 Defining Copy Control

From an incident as source, you can create a follow-up document. A follow-up document could be, for example, a
new knowledge article based on the data in the incident.

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6 Master Data

After the initial configuration of SAP Solution Manager, you are ready to create the master data for the incident
management. This includes:
• Synchronization of managed customers
• Creation of users and business partners
• Creation of an organizational model

Business Partner (BP)

System User
(SU01)
BP Category
grant system access
person, group, or organization Organizational Management
PFCG
BP Roles Organizational Model
use application functionality (e.g.
Classifies the business partner, support organization with several
Incident Management)
e.g. employee different organizational levels,
e.g. support teams
Business Role
BP Relationship
grant access to Web Client UI
business-relevant connection
(e.g. Web UI Views)
between two business partners

IBase
Represents and describes technical information
like 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 directly
from SAP.

6.1 Maintain S-User for SAP Backbone

First, maintain valid S-user information for the communication of your SAP Solution Manager system with the
SAP support backbone.
With transaction AISUSER, you assign an s-user for SAP Support Portal of your customer (contact person) to
users of your SAP Solution Manager (system users for background jobs as well as incident processors and system
administrators) 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.

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4. Enter a customer’s S-user (without the S and leading zeros) in the Contact Person field.

User SAP Customer Number Contact Person

JOB USER Cust#1 CustS-user1

JOB USER Cust#1 CustS-user2

JOB USER Cust#2 CustS-user1

The 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 incidents
Other authorizations are optional.

6.2 Download System Data from SAP

To decrease the manual maintenance effort and to enable Sell partners (VARs) to deliver their maintenance
services, SAP provides the download of system information directly from the SAP support backbone to the
partner's SAP Solution Manager. The system information comprises license information and technical
information. Therefore, Sell partners do not necessarily need an SLD.
SAP systems, SAP hosts, and SAP databases are referred to as LMDB objects. The landscape management
database (LMDB) provides an infrastructure for centralized SAP landscape data management in the SAP Solution
Manager. 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 transfer
system 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 partner
company, as business partners of type organization, in SAP Solution Manager. The SAP support backbone is used
as a source to transfer the customer’s information.
Before scheduling the background job REFRESH_ADMIN_DATA_FROM_SUPPORT, make the following settings in
transaction DNO_CUST04, according to SAP Note 2182476.

The job REFRESH_ADMIN_DATA_FROM_SUPPORT will refresh the following tables:

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• 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: Services

Sold-to party
IBase is generated automatically. If you want to maintain a sold-to party entry, you can do this manually with
transaction IB53. The business partner number and details for the sold-to party can be found in the transaction
BP (maintain business partner).

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7 Creating Key Users for a Customer
Organization

The report AI_SDK_SP_GENERATE_BP_V2 is used for automatic generation of the S-user of the managed
customer numbers.
This report can also be scheduled for periodic synchronization in the background.
Generating Business Partners and System Users:

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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:

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• Field SAP Customer No: You can restrict the generation of business partners and key users for a customer
number (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 for
this customer number.
Note: If a customer number is part of a CCC or Corporate Group Function at customer side, this customer
number 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 a
Corporate Group (CCC)).
• Field SAP Authorization: You can determine the customer S-users for which SAP Solution Manager creates
users and business partners. If, for example, you just want to create user data for the Service Desk (message
processing), select the SAP authorization ANLEG.
If you also want to create users and business partners for the maintenance optimizer, select the SAP
authorization SWCATALOG as well.
• Field External ID Type S User and Relationship Type to SP: The values of these fields are predefined and should
not be changed.
• Field Create Users: The report generates the system user (type dialog) and business partner (type person) for
each customer S-user. If you want to, a reference user could be assigned, so that each system user could
inherit 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, no
ANLEG authorization in SAP Support Portal), the business partner of this user (if existing) is deactivated and
flagged 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 for
each customer S-user. Because AISUSER entries are required for message forwarding to the SAP support
backbone, 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 password
for the logon.
Note: This option should always be selected. Otherwise, it is not possible to read the generated passwords. In
that 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 for
which a key user can create messages.
ID String in business partner:

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This information is read from the table AIINSTACCESS.

Note
The customer S-users for whom system users will be created should have authorization to create
customer 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 corresponding
business partner.

The Identification CRM001 defines to which systems the end user is allowed to open messages. This information is
based 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 in
SAP Support Portal.
S-User Authorizations in SAP Support Portal:

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 Note
If you have maintained some additional system ID numbers for the business partner which are not based
on the S-user authorizations in SAP Support Portal, you should insert the keyword NODELETE in the
Responsible Institution column of the Identification Numbers table. It will prevent these ID numbers from
being deleted during the master data synchronization.

7.1 Scheduling Background Jobs for Master Data

Synchronization

The programs for synchronizing master data can be scheduled periodically in the background (SM36). We
recommend the following:

Program Name Description Interval

AI_SC_REFRESH_READ_ONLY_DATA Download customer data and Daily

installations from SAP Service
Backbone

AI_SDK_SP_GENERATE_BP_V2 Generate business partners and Daily

system users for Service
Providers (customer S users)

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8 More

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 8
o Partner checklist for SPS 9
• SAP Support Portal: Connectivity to SAP's Support Backbone
• Support Backbone Update: Guide

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