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ISS_INT_INFO - How Integration with Internal Self-Services Works

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Before you can configure and enable the various self-services delivered with the business function Internal Self-Services for Financials(FIN_SSC_ISS_1), you need to set up the system landscape for internal self-services (ISS). The business function can be installed on either a SAP CRM or SAP ERP system. The system where you choose to install the self-services is known as the internal self-services hub system. This is the system where the self-service application is installed and run. This Customizing activity describes the basic customizing activities that you need to complete before you can integrate specific self-services.

After you complete the Customizing activities described below, you can then integrate the self-services delivered with Internal Self-Services (ISS) for Financials or you can integrate your own self-services. The text below describes the system logic for setting up internal self-services in general. If you are using the predefined self-service process types delivered with the business function, there are a number of specific settings for each of the delivered process types. For more information about these settings, see Customizing for Internal Self-Services for Financialsunder Service Map Integration in the ISS hub system (the SAP ERP or SAP CRM system where the business function was turned on).

Users can call the self-service applications in the following user interfaces:

• ISS home page (Web Dynpro ABAP application SSC_HOME_PAGE)

Business users can open the ISS home page in SAP NetWeaver Business Client (NWBC) or in SAP NetWeaver Portal. The ISS home page displays the self-services that are located in a certain back-end system. If you have specified more than one back-end system, the users can select the back-end system.

You can use the Business Add-In (BAdi): Filter Logical Systems for ISS Home Page to filter or rename the back-end systems available in the ISS home page. The standard implementation of the BAdI checks whether the logon user exists in all provided back-end systems and, if it does not, deletes the entry.

To configure the ISS home page, you need to define a launchpad role, including, in particular, the definition of application parameters. This is where you connect the self-service applications with self-service process types and processes. The standard delivery of the Internal Self-Services for Financials includes the FINISS launchpad role. For more information about launchpad configuration, see How to Configure the ISS Home Page.

• Service requests in SAP CRM Interaction Center (IC)

In shared services enviroment enabled by the SAP Shared Services Framework (SSF), you can integrate service requests with the ISS. In the CRM IC Category Modeler, you can connect certain service request categories with self-services. You can use either the launchpad configuration or the process-type interface as an input help.

When a service request contains a categorization that is connected with a self-service, IC service agents can start the self-service directly from the Business Contexttab on the service request. For more information about this, see How to Integrate ISS with CRM Service Requests

This customizing activity is part of Internal Self-Services for Financials. For an overview of the overall configuration process, Customizing for Internal Self-Services for Financials under Customizing ISS for Financials Overviewin the system where the business function was switched on.

All SAP systems must be based on SAP_BS_FND 7.02 or higher.

To integrate remote SAP systems, you must have defined the RFC destinations and logical systems, and assigned the logical systems to the RFC destinations.

The customizing activities required to set up your system landscape for ISS are listed below:

1. Define Self-Service Process Types

After you switch on the business function, there are three process types and interfaces available by default. If you want to use a process type not included in the standard delivery, you need to create it here For more information, see the document for the Customizing activity linked above.

1. Define Self-Service Systems

After you define the relevant self-service process types, you need to define the self-service systems. You use this customizing activity to define the back-end systems where the changes made in the self-service form are finally executed.

Where the implementation of ISS includes connections to several back-end systems, this activity is used to filter the self-services that are displayed on the homepage for each backend system. For more information, see the document for the Customizing activity linked above.

1. BAdI: Filter Logical Systems for ISS Home Page

You can use this BAdi to filter or rename the self-service systems that are displayed on the self-services homepage. The standard implementation of the BAdI checks whether the logon user exists in all provided back-end systems and, if it does not, deletes the entry.

1. Configure Internal Self-Services for Financials

Before you can integrate your self-services with the home page or service requests, you need to complete the detailed configuration of the data model, the process model and the UI configurations. If you are using the predefined process types delivered with ISS for Financials, you can find more detailed information about this in Customizing for Internal Self-Services for Financials in the system where the business function was switched on.

1. Integrate ISS

Once you have compeleted these activities, you need to make the self-services available to users. You can use a self-services homepage to do so. The required activities are explained in the Customizing activity How to Configure the ISS Home Page. You need to complete the activities described here before you can use the home page. There are a number of specific settings that you need to make if you use the predefined process types delivered with the business function. For more information about this, see Customizing for Internal Self-Services for Financialsunder Service Map Integration.

You can also integrate self-services with CRM service requests so that the self-services are available from the Business Context tab on service request UI. For more information about this, see How to Integrate ISS with CRM Service Requests.

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This documentation is copyright by SAP AG.

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