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Multiple SAP Solution Manager Service Desks can exchange messages between each other. A special use case is the message exchange between the Solution Manager Service Desk of a Value Added Reseller (VAR) and the Solution Manager Service Desk of a VAR customer. To make this happen the below configuration has to be done in the VAR Solution Manager.
Minimum Requirements
VAR: SAP Solution Manager ST 400 SP19, (SP18: without the automatic forwarding functionality) VAR Customer: SAP Solution Manager ST400 SP15 We have ST400 SP28 SAPKITL438 in our Solution Manager (SME) system. SAP Note 1379076 to be implemented Corrections delivered in support package SAPKITL431 AND SAPKITL432. So there is no need to implement the above note.
Important: You have to create a system user in both systems, in VAR Service Desk and in the VAR customer Service Desk as well, for logon in an interactive target system.
Important: For more information on Service Desk roles, please refer to SAP Note 834534.
Important: The S-User should have authorization to create customer messages and send customer messages to SAP.
Select the external service desk interface row and activate the interface as shown in the picture below.
Save settings.
The following picture provides an overview of the mapping process between the VAR Service Desk and the VAR customer Service Desk.
Important: Incoming and outgoing Value Mapping should be created in both systems. Important: For SAP Solution Manager ST 400 SP21 and lower you should implement SAP Note 1408329. This note ensures that value mapping is not defined for attributes which should not be synchronized.
There are two types of Value Mapping: Explicit Value Mapping: You define a target value for each source value of a particular attribute The settings are stored in the tables Value Mapping (1) and Value Mapping (2). They can be accessed via the IMG activity Define Value Mapping for Service Desk Interface.
Alternative Value Mapping: all values of an attribute will be either mapped to a specified value (Example 1) or forwarded identically (Example 2).
Example 1:
Example 2:
The Settings are stored in the tables Alternative Value Mapping (1) and Alternative Value Mapping (2). The tables can be accessed via the IMG activity Define Value Mapping for Service Desk Interface. Important: Alternative Value Mapping is only considered if there is no explicit value mapping defined for the particular attribute. Value Mapping can be generated either automatically or manually. These options are described in the next sections of this guide. The Value Added Reseller should compare the customizing settings of his Service Desk with the settings of the customers Service Desk in order to specify the value mapping. Important: It is recommended to create the refined value mapping in the VAR Service Desk. In the VAR Customer Service Desk it will be sufficient to generate the alternative value mapping
Save settings. The automatically generated values are written in the tables Alternative Value Mapping (1) and Alternative Value Mapping (2).
The activities Alternative Value Mapping (1) and Alternative Value Mapping (2) enable you to make the following settings: All values will be forwarded identically. For example, message priority of incoming messages is mapped 1:1 as shown in the picture below:
All values will be mapped to one value. For example, the category of all incoming customer messages will be set to space:
Save settings. Further, you can refine your settings in the activities Value Mapping (1) and Value Mapping (2). You can define a target value for each source value (Explicit Value Mapping). These settings override the data mapping from activities Alternative Value Mapping (1) and Alternative Value Mapping (2). Recommendation for VAR use case: The text type SU99 of incoming VAR customer messages should be mapped 1:1. All other text types should be mapped to the text type Additional Information (SU30). Incoming text type SU99 can be mapped 1:1 in table Value Mapping (2):
Mapping incoming text types to SU30 in table Alternative Value Mapping (2):
Select your Service Desk action profile and create a new action with the following settings:
It is recommended to set the Sort Order for Display to value, which comes after the sort order of basic actions, such as AI_SDK_STANDARD_UPDATE_DNO. Further, this value should be before the sort order of actions that depend on Z_EXT_AUTOFORWARDING.
Choose a Method Call as Permitted Processing Type of Action and select the AUTO_FORWARD_ICT_TO_THIRD method as shown in the picture below:
Save your entries. Go back to the initial screen of SPPFCADM and select the push button Condition Configuration Select your Service Desk action profile and add the newly created auto forwarding action as shown in the picture below: