MSG Processing Service Desk for VARS

Message Processing with SAP Solution Manager Service Desk for Channel Partners (VAR) Solution Manager Product Management February 2008 Standard End-to-End Process View VARs CUSTOMER Customer 1st and 2nd level (SAP self services) SAP 1st and 2nd level support. on demand expertise and management of software updates VAR SDN SAP Service Marketplace 3rd level support and provision of software updates . write traces. debug Reproduce the incident Access customer system when necessary Test the solution Provide workaround Usage of SAP expert forums and other sources Summarize status before forwarding to SAP support © SAP 2007 / Page 3 .1st / 2nd / 3rd level tasks END USER OR PARTNER Technical information on context and system Comprehensive description of the problem Specific product component Usage of SAP Expert Forums and other sources Search through own former messages PARTNER 1st Level Complete the problem description (include/correct missing / wrong information) DEVELOPMENT SUPPORT Technical information on context and system Comprehensive description of the problem Specific product component Usage of SAP Expert Forums and other sources Search through own former messages Check the priority based on the given definition (Prio1) Translate into EN if necessary Assign incident to a product component Ensuring working remote connection Search support database (e. notes and messages) Ensuring End User‘s activities Adding any attachements that could help 2nd Level Seaching for errors Checking the customizing settings Analyze dumps.g. sap.sap. 3. Information to customers about future message process and requirement of a customer’s S-user (S-user + pw. Getting SAP Solution Manager License Key from SAP Service Marketplace (http://service. 12. Notification to SAP with go live date and partner’s Solution Manager URL for his customers (message to SAP component sv-smgsup) 18. Ordering SAP Solution Manager software according to SAP note 628901 Calculating hardware with sizing giude => (http://service.sap.sap. 16. Getting installation number (done by SAP contract department) 2.com/SWDC) Performing SAP Solution Manager Basic configuration (including Maintenance Optimizer) and install latest notes 9. Download of master data (user data and system data) of VAR and VAR’s customers Installation of Web Dispatcher and web interface for customer web access to SAP Solution Manager 13. 8. Configuration of Scenario for VARs (see SP15 Config Guide for Service Desk for VARs under Setup Documents (SP15+) 11.com/LICENSEKEY) Installation Download Manager from SAP Service Marketplace in Download Basket (http://service. Installation SAP Solution Manager & ( Online documentation) (Security Guide: http://service. Test and piloting with first customers Roll-out to customers about go live date of new process and user access to Service Desk (same S-numbers as in SAP Service Marketplace) Optional: information to customers about Maintenance Optimizer service 17. 15.com/solutionmanager Information for VARs. ASPs and AHPs Setup Documents (SP15+) Odering hardware 5.Steps to Your Own SAP Solution Manager Service Desk for Your Customer’s Messages Implementation 1. as of SP15 S-user without special authorizations) as per Security Guide requirements 10. 7.com/solutionmanager Information for VARs. ASPs and AHPs Setup Documents (SP15+) 6. Training of support employees and pilot customers 14. 4. Customers get message in Message Wizard in SAP Service Marketplace about changed message processing and link to partner’s Service Desk web interface Update messages SAP Partner’s SAP Solution Manager Update users and system data Operation © SAP 2007 / Page 4 . Customer – Partner – SAP .Network Partner‘s Customer Partner SAP Web Access to Customer‘s Work Center for Message Creation and Processing https: Web Dispatcher RFC per Customer SAP Solution Manager Service Desk . Data Flow with SAP Solution Manager Service Desk for VARs Partner’s Customers Cust 1 SAP SAP SAP RFC Channel Partner (VAR) SAP SAP Global Service Backbone 1 Automatic Message exchange RFC Cust 2 WebUI https: RFC https: Synchronization Customer User & System data Cust 33 WebUI Synchronization of partner‘s customers user and system data with SAP New WebUI for customer‘s access to Service Desk (WebDynpro) Automatic forwarding of prio 1 message outside of partner‘s business hours Search on all customer messages for channel partners in SAP Service Marketplace © SAP 2007 / Page 6 . Several Ways of Messages through 3 Levels 2 Support message from SAP Solution 3 Web Frontend Message in partner‘s Service Desk 4 .by phone .by customer user direct access Customer SAP Solution Manager Service Desk 1 1st & 2nd Level Support Partner SAP Solution Manager Service Desk Searching in solution database Message forwarding SAP 3rd Level Support SAP Service & Support Backbone . Message Forwarding Dependent on Office Hours During Partner’s Office Hours Prio1 Outside Partner’s Office Hours Customer Customer Frontend SAP Partner 1st & 2nd Level Support in SAP Solution Manager Service Desk of Partner 3rd Level Support SAP Service & Support Backbone . Message Flow – Partner‘s Office Time Customer Partner (1 & 2 level support) SAP (3 level support) 1) New Message No complete Solution Solution Proposal Partner Message Search on all customer messages without customer related data in SAP Service Marketplace 2) Solution Provided (by Partner) Solution Proposal 3) Message for Processing If solution not available manual Forwarding 4) Message forwarded to SAP 5) Solution Provided (by SAP) Automatic Forwarding to Customer if flagged in single message 5) Solution Provided (by SAP) 6) Message Confirmed Automatic Forwarding to SAP 6) Message Confirmed Right Solution © SAP 2007 / Page 9 . Message Flow – Prio 1 Outside Partner‘s Office Time Customer Partner (no support) SAP (all level support) 1) New Message Automatic Forwarding to SAP 4) Message forwarded to SAP 5) Solution Provided (by SAP) Automatic Forwarding to Customer 5) Solution Provided (by SAP) 6) Message Confirmed Automatic Forwarding to SAP 6) Message Confirmed © SAP 2007 / Page 10 . Create new message 1. Entry screen for Customer‘s WebUI 3.Message Processing for Key User via WorkCenter 2. View new message © SAP 2007 / Page 11 . Message Processing for Partner Support Employee List of messages for processor Process message Forward message to SAP Support or send back to Customer © SAP 2007 / Page 12 . Automatic Data Exchange and Initial Data Transfer SolutionManager@Partner SU01 Create user for S-User BP Create BP for S-User SMSY Systems Logical Components Customer message IBase Solution Log. Components Systems EWA processing Reports Customer Installation System Client Authorization Initial and synchronization MOPz SAP Global Service Backbone . Integration of Partners in to SAP's Global Service Backbone – Details Customer WebUI Optional: customer systems connected for services (e. Components Systems EWA Processing Reports Automatic Data Exchange (and Initial Transfer) . EWA) https https https SAP Solution Manager@Partner RFC SU01 RFC Create user for S-User BP Create BP for S-User SAP Global Service Backbone SMSY Systems Logical Components RFC IBase Customer Installation System Client Authorization Solution Log. g. Go-Live Process: Sent Notification to SAP VAR © SAP 2008 / Page 15 . Thank you! © SAP 2007 / Page 16 . The PMS is available for partners only.Partner Message Search in SAP Support Portal Search for Solutions on all SAP customer messages (anonymized). © SAP 2007 / Page 17 . 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