Kontakt

Ansicht
Dokumentation

SOLMAN_GEN_INFO_SD - Definition of General Concepts

SOLMAN_GEN_INFO_SD - Definition of General Concepts

General Material Data   CPI1466 during Backup  
This documentation is copyright by SAP AG.
SAP E-Book

The Solution Manager Service Desk is based on CRM 5.0.

The IMG activities to configure the Service Desk, service provider, system house and software partner are a STANDARD configuration.

The service provider and system house settings are enhancements to the standard Service Desk, and their configurations are interdependent. The enhancements differ primarilly in the values of the attributes of transaction type SLFN:

STANDARD SERVICE DESK = Service Desk

,,+ SERVICE PROVIDER (delta) = Service Desk for service provider

,,+ SYSTEMHAUS (delta) = System house

Use the following customer descriptions to decide which configuration to perform:

  1. Service Desk user
You use the Service Desk and have an SAP customer number. Configure the Service Desk (standard).
Note: You can be a software partner as well as a Service Desk user. You have your own software components from your own product developments. SAP performs your first and second level support. If SAP cannot solve problems, you take the service messages from SAP and perform third level support. Configure the Service Desk and the software partner.
  1. Corporation
You mangage several SAP customer numbers or you are CCC. Configure the Service Desk and service provider.
Note: You can be a software partner as well as a corporation . You have your own software components from your own product developments. SAP performs your first and second level support. If SAP cannot solve problems, you take the service messages from SAP and perform third level support. Configure the Service Desk and the software partner.
  1. System house
You process your customers' service messages. You have several SAP customer numbers. Configure the Service Desk, service provider and system house.
Note: You can be a software partner as well as a system house. You have your own software components from your own product developments. SAP performs your first and second level support. If SAP cannot solve problems, you take the service messages from SAP and perform third level support. Configure the Service Desk and the software partner.

Basic customizing concepts

  • Transaction type
The transaction type SLFN determines the business context in which a transaction type (e.g. Service) can be used. One transaction type is the "main" transaction type, and has no hierarchical relationship to other transaction types.
  • Text schema
The text schema is a repository for text types (for example system data) which are assigned to text objects (CRM_ORDERH). The text schema is assigned to the transaction type. This ensures that the text types can be shown in documents.
  • Partner schema
The partner schema determines which partners the business process involves, for example partner function 00000001 (sold-to party), etc. Partners are determined separately for each partner function.
  • The Sold-to Party is determined by the installation component (iBase).

  • The Key User is determined by the user (SU01) who created the message in the system.

  • The Message Processor is determined by the user who processes the message, automatically when the message is saved.

  • The Support Team is determined by the rule 13200137 CRM_DNO_1, which is applied when the document is saved.

  • Action profile
The communication between CRM service transactions and the following basis message is controlled in both directions by action profiles.
  • Organizational model
The model maps the functional organizational structure of the firm.

Further notes

See also SAP note 949292.






ABAP Short Reference   SUBST_MERGE_LIST - merge external lists to one complete list with #if... logic for R3up  
This documentation is copyright by SAP AG.

Length: 5245 Date: 20240523 Time: 183107     sap01-206 ( 79 ms )