Configuring SAP® Solution Manager Settings

31 min

this topic describes the sap solution manager (solman) settings used when integrating with sap solution manager release 7 1 this topic contains these sections about the sap solution manager docid\ oz1n8dd4bchyzqula54hjinstalling the required components docid\ oz1n8dd4bchyzqula54hjsetting up the sap solution manager docid\ oz1n8dd4bchyzqula54hj the information in this topic is from oneresource and is included in the online help as a courtesy if after reviewing this topic, you need assistance with integrating with sap solution manager, recommends using oneresource oneresource has experience in this area and would be happy to be of assistance strongly recommends using the secure protocol https instead of http within the platform to ensure data security and integrity about the sap solution manager the sap solution manager is a central support and application management suite that can include many sap and non sap systems is one such non sap application use this integration to manage incidents before performing the procedures in this topic, install and configure the sap solution manager release 7 1 according to their documentation older versions of sap solution manager may work with this integration but they have not been tested installing the required components install the following sap solution manager components component sap version patch level sap basis 702 15 sap aba 702 15 cts plug 200 13 pi basis 702 15 st pi 2008 1 700 10 bi cont 707 7 gw core 200 8 sap bs fnd 702 13 sap bw 702 15 uisapui5 100 7 ui infra 100 7 iw gil 100 4 sap ap 700 31 webcuif 701 12 bbpcrm 701 12 cprxrpm 500 702 11 iw bep 200 8 iw fnd 250 8 st 710 12 st bco 710 10 rtcism 100 0 soco 101 3 st a/pi 01r 700 0 st icc 200 0 st ico 150 700 41 st ser 701 2010 1 23 older versions of these components may work with this integration but they have not been tested setting up the sap solution manager to set up the sap solution manager, follow the guided procedures in the "it service management" section of the sap solution manager implementation guide under it service management, configure the following tabs 2 1 configure manually configure manually 2 2 maintain transaction types maintain transaction types 2 5 create template users create template users be sure to name the smin incident with a customer specific nomeclature so that it does not get confused with the sap solution manager incidents during an upgrade for example, you might name your smin incident (z)smin for the networking department, you must open the http ports in both directions uses http port 80, whereas the sap solution manager uses port 8000 if there are any firewalls or vpn tunnels in between, ensure that both parties can connect bi directionally to each other configuring the sap solution manager about the sap solution manager web service api docid\ oz1n8dd4bchyzqula54hjauthorizing the web service api docid\ oz1n8dd4bchyzqula54hjactivating the web service api docid\ oz1n8dd4bchyzqula54hjadministering the web service api docid\ oz1n8dd4bchyzqula54hjsetting up the service provider docid\ oz1n8dd4bchyzqula54hjsetting up the consumer proxy docid\ oz1n8dd4bchyzqula54hjconfiguring the backend external service desk configuration docid\ oz1n8dd4bchyzqula54hjconfiguring post processing framework docid\ oz1n8dd4bchyzqula54hjadding business rules docid\ oz1n8dd4bchyzqula54hj about the sap solution manager web service api the sap solution manager contains a web service api to make the integration with outside applications, such as easier see \https //support sap com/content/dam/library/sap%20support%20portal/support programs services/solution manager/knowledge transfer/white%20papers/itsmwebserapi 2a pdf\ for more information about it execute the procedures described in the "web service based configuration" topic in the sap solution manager implementation guide authorizing the web service api in the sap user interface, to access the workcenter (to get access to the it service management functionality) execute the sm workcenter transaction this gives you authorization to view and edit the workcenter in a browser you must have the following roles to log in to the it service management user interface sap sm crm uiu solmanpro zsap smwork basic sap smwork incident man sap suppdesk admin sap sm crm uiu solmanrequ (only for closing incidents) to call the web service api as an application user, you must have the following roles sap suppdesk interface sap suppdesk admin we recommend that you create a separate application user for calling the web service api, to limit authorization when logging in to the sap solution manager user interface to edit user authorizations, call the sap su01 transaction and enter the authorizations under the roles tab sap solutions manager roles tab activating the web service api to activate the web service api, do the following call the sicf transaction sicf transaction click the green arrow to execute the transaction the application displays the maintain service screen drill down to the service name called ict service desk api right click and click activate service maintain service screen in the resulting dialog box, click the second yes button to activate the web service and all of its subnodes activate the web service and subnodes administering the web service api follow these steps to administer the web service api these steps are performed in the soa management application open the soa management application soa management application click web service configuration , then click link web service configuration click the configuration search tab web service configuration for the object name, enter ict service desk api and click search setting up the service provider follow these steps to set up the service provider, which in this case is the service provider accepts the web service call you need to create a new logical port click the configurations tab in the define services and bindings section, click create service select the ict service desk api service configuration tab creating a service click the new service/binding icon on the service and binding name screen, enter a name for the new binding, such as ict service desk and click next service and binding name screen on the provider security screen, for the transport level security section, select none (http) in the transport channel authentication section, select user id/password provider security screen leave the other settings as is click next until you finish the configuration setting up the consumer proxy follow these steps to create a new logical port for the consumer proxy click the configuration search tab for the object name, enter co pcict service desk api and click search click the configurations tab in the define logical ports section, click create select the heat ict service desk api log logical port configuration tab creating a logical port on the logical port name screen, enter a name for the logical port and an optional description and click next logical port name screen on the consumer security screen, under authentication settings , select user id / password under the user id/password section, enter a user name and a password because sap solution manager uses http basic authentication, you must enter a user name and password click next consumer security screen on the http settings screen, enter information into the fields click next http settings screen on the soap protocol screen, for the data transfer scope field, enter minimal data transfer for the transfer protocol field, enter transfer via http header soap protocol screen leave the other settings as is click next until you finish the configuration configuring the backend external service desk configuration follow these steps to configure the ictconf transaction by creating a new external service desk application entry log in to the sap solution manager user interface go to the ictconf transaction click the add icon sap solution manager add icon for the new entry, enter details for the logical port field, enter the logical port that you created in setting up the consumer proxy docid\ oz1n8dd4bchyzqula54hj check automatically synchronize to ensure that the incidents get updated automatically when linked to new service desk entry details click the generate default mapping icon generate default mapping icon click the check icon to check the configuration the application displays a message with information check icon configuring post processing framework you configure these business rules for scenario specific settings, such as when an incident should be forwarded from the sap solution manager to log in to the sap solution manager user interface go to the sppfcadm transaction highlight the crm order application and click define action profile and actions sppfcadm transaction search for the smin std action profile smin std action profile double click the smin std action profile to display its action profiles action profiles screen check the following actions smin std close third, smin std send third, smin std sol third, and smin std sync third double click on them to bring up the action definition screen action definition screen go to the sppfcadm transaction, highlight the crm order application, and click condition configuration (transportable conditions) click technical names to display the technical names technical names under the scheduling of actions header, highlight smin std and select the corresponding action definition on the right corresponding actions click the overview tab make sure that for the schedule condition field, you select schedule automatically adding business rules to add a business rule, click the schedule condition tab the application displays the condition editor in the condition editor, you can set a customer specific rule (according to status schema, service teams, and so on) to process messages condition editor in the following example, the message is being triggered due to a combination of a certain status and a certain business partner entered in the service team condition editor example as a best practice, we suggest implementing a business rule that sends incidents from the sap solution manager to the business rule checks whether the service team consists of a particular item that needs to be sent to the service desk for further processing to create this business rule, you must have a certain business partner setup, such as a "bp" transaction for business partners or a "ppoma crm" transaction for setting up organizational units, which resemble business partners from the conditions for actions screen, under the scheduling of actions header, select smin std and on the right side, select smin std send third conditions for actions screen click the schedule condition tab and then click edit condition to go into edit condition mode click the condition definition to open the editor add a logical expression to the condition for example, select the business partner of the service team for the left side of the expression, select an operator such as =, and select the specific business partner adding a logical expression limit the transfer to normal status, but not when closing incidents from the sap solution manager exclude that particular close scenario by entering the following condition definition the result of the condition is this condition result note the following if any of the stated business partners is assigned to the support team, the application transfers the incident to to automatically transfer the incident to , regardless of the status, use this support team if you reject a solution provided by , the sap solution manager also rejects the solution if the sap solution manager changes the incident to avoid this, specifically include or exclude these situations by not rejecting incidents very often if you change any settings in the sppfcadm transaction, log in again to ensure that the most up to date settings are active exchanged business partners (especially those who are reporters) must include email information for proper processing by troubleshooting the sap solution manager integration viewing error details docid\ oz1n8dd4bchyzqula54hjanalyzing web service errors docid\ oz1n8dd4bchyzqula54hjviewing technical logs docid\ oz1n8dd4bchyzqula54hjproblems closing incidents docid\ oz1n8dd4bchyzqula54hjlocked messages docid\ oz1n8dd4bchyzqula54hj viewing error details the sap solution manager displays error messages on the top of the screen if there is a details link, click it for more information error message analyzing web service errors to analyze web service runtime errors, do the following run the srtutil transaction srtutil transaction click error log double click a log entry to view more details about the error the application displays additional information viewing technical logs for information about viewing technical logs, see \http //service sap com/sap/support/notes/1163386\ you must have s user credentials this article describes tracing options the following contains a summary of some of the information in that article you can also analyze the actual http network traffic with tools like microsoft network monitor see \http //www microsoft com/en us/download/details aspx?id=4865\ cause communication and data exchange between an sap solution manager service desk and an external service desk can be monitored at the following levels message data (in xml format), for which the sap solution manager service desk uses the interface to do the following receive the data from an external service desk send the data to an external service desk service desk web service (soap runtime in sap netweaver) tracing to analyze problems concerning the exchange of messages between two service desks using the web service interface, do the following activate tracing for both service desks for the sap solution manager service desk, the procedure is described below (see the section below concerning tracing data sent and received in sap solution manager) to connect a service desk of another manufacturer, inquire about the existing trace options if there are problems with the exchange of messages, note the message number (in the source and target application), the exact time, and possible error messages in the source application check in the target application if an xml file has arrived (for the service desk in the sap solution manager, see the section below concerning tracing data sent and received in sap solution manager) if an xml file was created in the target application, you must check the data transferred to the xml file, and if required, the customizing settings of the service desk if no xml file was created for the message for the event in the sap solution manager, the sap solution manager service desk has not received or sent any data in this case, check the web service to see if an error occurred during communication (see the section concerning tracing for the service desk web service called ict service desk api) if no errors are displayed for the web service, network problems could be the cause check the relevant error messages in the source application solution trace the data sent and received (xml files) in the sap solution manager activate the trace function for the service desk interface as follows call transaction sm31 and enter the table ict custom select maintain select new entries and add the following new entries trace in and trace out save the new entries when you make these settings, the application logs and saves each message received or sent by the service desk using the web service interface, in the sap solution manager you can download and analyze these messages for each message that was exchanged using the interface, as xml files in the local file application to download the data in xml format, do the following call transaction se38 and start the program ict download snapshot use the f4 input help to select the application guid of the external service desk enter the transaction number (message number in the local application) if known, you can enter the id (guid) of the message in the message number field as a download path, enter the directory in which the xml file is to be saved execute the program this starts the download in xml format the application saves the xml files in the directory specified and you can use a browser to view them each file name contains the exact time when the message was received or sent solution trace the service desk web service ict service desk api if an external service desk has sent a message to the sap solution manager service desk, but no incoming xml file has been saved in the sap solution manager, there may have been a problem at the web service level you can also activate a trace here activating the web service trace call transaction wsadmin navigate to the web service ict service desk api double click ict service desk api in change mode, select the relevant trace and log settings (for example, "full trace" and "full log") save your changes viewing trace files call transaction sm59 select rfc > display trace search for the text ict service desk api or for the time problems closing incidents if you cannot close incidents, do the following install the sap gui see installing the sap gui docid\ oz1n8dd4bchyzqula54hj run transaction su01 select the user to log in ensure that the sap sm crm uiu solmanrequ role is set to active for the user you should now see the confirm button within an incident in the confirmation dialog box, click yes locked messages errors can occur when users lock incidents incident locked error message to unlock the incident, save the message and them navigate to another screen reference information installing the sap gui docid\ oz1n8dd4bchyzqula54hjnavigating in the itsm web gui docid\ oz1n8dd4bchyzqula54hj installing the sap gui install the sap gui so that you can access the sap solution manager backend from the sap solution manager backend, you can configure settings and monitor items you need the installation cd or the sap gui download package, or go to \http //service sap com/ form/handler? app=00200682500000001943\&event=disphier\& header=y\& functionbar=n\&event=tree\&ne= navigate\&enr= 67837800100200024791\&v=inst\ for more information, see \https //scn sap com/docs/doc 59053\ click installation click the object to download run the executable file extract the file configure the software, such as entering a description log in with the user id of frntrng usr and set the language to english navigating in the itsm web gui ensure that popups are enabled go to \http //server\ port/sap/bc/webdynpro/sap/ags workcenter?sap language=en\ under the common tasks section, click it service management see the layout sap solution manager it service management