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

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

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.

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

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

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

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

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

SAP Solution Manager 7.2
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

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

SAP Solution Manager 7.2
SOLMAN_SETUP – ITSM
Changed Authorization Concept
• checks whether user has authorization to access or change the scenario.
Notification if required roles are missing.

ITSMADMIN

ITSMADMIN

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

SAP Solution Manager 7.2
SOLMAN_SETUP – ITSM
Guided Tour
• Shows up to three
configuration activities
that you need to
address next
• Notifies you if technical
users are locked

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

SAP Solution Manager 7.2
SOLMAN_SETUP – ITSM
New view Mandatory Configuration
Subviews
• System Preparation
• Basic Configuration
• Infrastructure Preparation
(new)

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

SAP Solution Manager 7.2
SOLMAN_SETUP – ITSM
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

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

SAP Solution Manager 7.2
SOLMAN_SETUP – ITSM
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

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

SAP Solution Manager 7.2
SOLMAN_SETUP – ITSM
4 Configure Search Infrastructure

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

SAP Solution Manager 7.2
SOLMAN_SETUP – ITSM
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

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

SAP Solution Manager 7.2
SOLMAN_SETUP – ITSM
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
- Configuration in ESH_COCKPIT

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

SAP Solution Manager 7.2
SOLMAN_SETUP – ITSM
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

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

SAP Solution Manager 7.2
SOLMAN_SETUP – ITSM
4.4 Set Up Software Agent Framework

- Use the SAF diagnostic tool

- SICF – service /sap/bc/bsp/sap/bspwd_cmp_test
- Use the SAF diagnostic tool
- Use the SAF diagnostic tool

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

SAP Solution Manager 7.2
SOLMAN_SETUP – ITSM
5 Configure BW Reporting

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

SAP Solution Manager 7.2
SOLMAN_SETUP – ITSM
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.

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

SAP Solution Manager 7.2
SOLMAN_SETUP – ITSM
5.2 Choose Transaction Type for Reporting

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

SAP Solution Manager 7.2
SOLMAN_SETUP – ITSM
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

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

SAP Solution Manager 7.2
SOLMAN_SETUP – ITSM
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
• 3.1 Configure Manually
• Moved: BI-related activities moved to BW Reporting step 5
• 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
© 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 24
SAP Solution Manager 7.2
SOLMAN_SETUP – ITSM
Changed ITSM steps
• 3.1 Configure Manually
• Moved: BI-related activities moved to BW Reporting step 5
• 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

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

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
© 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 26
IT Service Management in SAP Solution Manager 7.2

Authorizations
SAP Solution Manager 7.2
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
© 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 28
SAP Solution Manager 7.2
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_*

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

IT Service Management in SAP Solution Manager 7.2

Third-party interface improvements

Configuration Hints
SAP Solution Manager 7.2
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

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

SAP Solution Manager 7.2
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

© 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 32

SAP Solution Manager 7.2
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.

© 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 33

IT Service Management in SAP Solution Manager 7.2

SAP Fiori Enabling

Configuration Hints
SAP Solution Manager 7.2
SOLMAN_SETUP – Mandatory Configuration – Basic Configuration
Customize SAP Fiori Launchpad
• NetWeaver functionality
• New link in Basic Configuration Step 5 Complete -> Navigation to IMG

© 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 35

SAP Solution Manager 7.2
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
…
© 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 36
SAP Solution Manager 7.2 Configuration
SOLMAN_SETUP – ITSM
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)

© 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 37

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

© 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 38

IT Service Management in SAP Solution Manager 7.2

Embedded Search
Configuration Hints
ITSM UI strategy in SAP Solution Manager Configuration
Embedded Search
SOLMAN_SETUP – ITSM
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
- Configuration in ESH_COCKPIT

© 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 40

IT Service Management in SAP Solution Manager 7.2

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

© 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 42

IT Service Management in SAP Solution Manager 7.2

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

© 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 44

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:

© 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 45

News in Service Request document 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

© 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 46

News in Service Request document Configuration
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

© 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 47

News in Service Request document Configuration
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.

© 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 48

News in Service Request document Configuration
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

© 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 49

News in Service Request document Configuration
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

© 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 50

News in Service Request document Configuration
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

© 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 51

News in Service Request document Configuration
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

© 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 52

IT Service Management in SAP Solution Manager 7.2

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.)

© 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 54

IT Service Management in SAP Solution Manager 7.2

Web Client Improvements

Configuration Hints
Web Client Improvements
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

© 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 56

Web Client Improvements
New CRM basic features delivered through customer connection program 2014/15

Attachment Icon in Business Transaction Search Applications

(SAP Note 2141594)

• Middleware Parameter RESULT_LIST_ATTACHMENT_FLAG

Configuration
• Adapt UI Configuration of relevant views

© 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 57

Web Client Improvements
New CRM basic features delivered through customer connection program 2014/15

Cancel search button should lead back to search screen

(SAP Note 2155098)

Configuration

© 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 58

Web Client Improvements
New CRM basic features delivered through customer connection program 2014/15

Header System Information

(SAP Note 2139001)

Configuration

• Function Profile PARAMETERS

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

© 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 59

Web Client Improvements
New CRM basic features delivered through customer connection program 2014/15

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.

© 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 60

 Planned
Web Client Improvements Innovations

New CRM basic features delivered through customer connection program 2014/15

Drag and Drop for attachments of e-mails in the IC

Configuration
(SAP Note 2127681)

© 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 61

Web Client Improvements
New CRM basic features delivered through customer connection program 2014/15

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

© 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 62

Web Client Improvements
New CRM basic features delivered through customer connection program 2014/15

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

© 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 63

Web Client Improvements
New CRM basic features delivered through customer connection program 2014/15

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

© 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 64

Web Client Improvements
New CRM basic features delivered through customer connection program 2014/15

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

(SAP Note 2013500)

Configuration

© 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 65

Web Client Improvements
New CRM basic features delivered through customer connection program 2014/15

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

© 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 66

Web Client Improvements
New CRM basic features delivered through customer connection program 2014/15

Improvement of Recent Items functionality

(SAP Note 1769401)

Configuration

© 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 67

Web Client Improvements
New CRM basic features delivered through customer connection program 2014/15

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

© 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 68

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

© 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 69

IT Service Management in SAP Solution Manager 7.2

Central Inbox
Configuration Hints
Central Inbox Configuration
SOLMAN_SETUP – ITSM
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

© 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 71

Central Inbox Configuration
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

© 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 72

Central Inbox Configuration
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

© 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 73

IT Service Management in SAP Solution Manager 7.2

Notification Framework
Configuration Hints
Notification Framework Configuration

• Activate the business functions

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_*

© 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 75

IT Service Management in SAP Solution Manager 7.2

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

• Activate the business functions

CRM_ITSM and CRM_ITSM_ALERTS
• 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

© 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 77

IT Service Management in SAP Solution Manager 7.2

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

© 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 79

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

© 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 80

Dispatching & Routing
Rule Modeler Enhancements

© 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 81

 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

© 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 82

Dispatching & Routing
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.

© 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 83

IT Service Management in SAP Solution Manager 7.2

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.

© 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 85

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

© 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 86

 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

© 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 87

IT Service Management in SAP Solution Manager 7.2

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

© 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 89

IT Service Management in SAP Solution Manager 7.2

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

© 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 91

IT Service Management in SAP Solution Manager 7.2

Checklist enhancements
Configuration Hints
Checklist Enhancements Configuration
Exchange of checklist

 Activate business functions

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

© 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 93

Checklist Enhancements Configuration
Decision-Based Checklists
 Activate business functions
CRM_ITSM and CRM_ITSM_ALERTS
 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

© 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 94

IT Service Management in SAP Solution Manager 7.2

ITSM Analytics
Configuration Hints
SAP Solution Manager 7.2 Configuration
SOLMAN_SETUP – ITSM
5 Configure BW Reporting

© 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 96

SAP Solution Manager 7.2 Configuration
SOLMAN_SETUP – ITSM
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.

© 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 97

SAP Solution Manager 7.2 Configuration
SOLMAN_SETUP – ITSM
5.2 Choose Transaction Type for Reporting

© 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 98

Thank you
Contact information:

F name MI. L name

Title
Address
Phone number

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

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

No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP SE or an SAP affiliate company.

SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP SE (or an SAP affiliate
company) in Germany and other countries. Please see http://global12.sap.com/corporate-en/legal/copyright/index.epx for additional trademark information and notices.

Some software products marketed by SAP SE and its distributors contain proprietary software components of other software vendors.

National product specifications may vary.

These materials are provided by SAP SE or an SAP affiliate company for informational purposes only, without representation or warranty of any kind, and SAP SE or its
affiliated companies shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP SE or SAP affiliate company products and
services are those that are set forth in the express warranty statements accompanying such products and services, if any. Nothing herein should be construed as
constituting an additional warranty.

In particular, SAP SE or its affiliated companies have no obligation to pursue any course of business outlined in this document or any related presentation, or to develop
or release any functionality mentioned therein. This document, or any related presentation, and SAP SE’s or its affiliated companies’ strategy and possible future
developments, products, and/or platform directions and functionality are all subject to change and may be changed by SAP SE or its affiliated companies at any time
for any reason without notice. The information in this document is not a commitment, promise, or legal obligation to deliver any material, code, or functionality. All forward-
looking statements are subject to various risks and uncertainties that could cause actual results to differ materially from expectations. Readers are cautioned not to place
undue reliance on these forward-looking statements, which speak only as of their dates, and they should not be relied upon in making purchasing decisions.

© 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 100