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1. GENERAL INFORMATION

IT Service Management provides various message processing reports. Employees can therefore answer different questions depending on their role.

ITSM BW Reporting and ITSM BW Dashboard are based on the Business Warehouse reporting infrastructure. They use the same data but display it differently.

Even if the BW setup is a prerequisite Interactive Reporting can be used to perform ad hoc analyses in real time. It generates the report directly from the data of transaction-oriented applications.

With SAP Solution Manager 7.1, no separate SAP BW system is required for reporting. The SAP NetWeaver stack that comes with SAP CRM can run reports on the same machine.

The descriptions in this document are based on a SP12 system. However all three reporting possibilities are possible as of SP5.

 

2. PREREQUISITES

The steps described in this chapter 2 should already be finished before the SAP Solution Manager ITSM analytics configuration is started.

2.1 SAP Solution Manager Installation

SAP Solution Manager system release 7.1 has been installed.

For the installation guide, see SAP Service Marketplace at http://service.sap.com/instguides -> SAP Components -> SAP Solution Manager -> Release 7.1 -> in section 2 Installation.

2.2 BW Source Strategy for SAP Solution Manager

The BW can be located in the system landscape in various ways. It has to be clarified upfront which BW strategy should be realized. SAP recommends to setup the BW in the same system and client as the SAP Solution Manager scenarios.

See also sub-chapter Business Warehouse (BW) Strategy in the SAP Solution Manager 7.1 Master Guide: SAP Service Marketplace at http://service.sap.com/instguides -> SAP Components -> SAP Solution Manager -> Release 7.1 -> in section 1 Planning -> Master Guide SAP Solution Manager 7.1.

The choice of the BW client strategy has to be specified in scenario Basic Configuration step 2.1 Specify SAP BW System of transaction SOLMAN_SETUP.
See chapter 2.4 SOLMAN_SETUP Basic Configuration.

You can choose between three options for the BW client strategy:

    • Option A – Same Client:
      BW setup in the SAP Solution Manager system - in the same client as the Solution Manager scenarios.
      This option makes configuration simpler, and isolates the BW activities for solution life cycle management from the data on a production BW instance.
      This is the SAP recommendation

      Example:
      SAP Solution Manager client 200 is scenario client and the BW client

    • Option B – Different BW Client:
      BW setup in the SAP Solution Manager system - in a separate client as the Solution Manager scenarios.
      This option provides increased security, as user access is more restricted. However, you must maintain users separately, and this increases your administration effort. There is no technical benefit.

      Example:
      SAP Solution Manager client 200 is scenario client
      SAP Solution Manager client 300 is BW client

 

 

 

 

 

 

 

 

    • Option C – Separate BW System:
      BW setup in a separate dedicated BW system.
      This is only needed in rare cases, for sizing purposes.

      Example:
      SAP Solution Manager client 200 is scenario client
      Business Intelligence is separate BW system

 

If you plan to use a separate BW system, it must have the same BW content version (software component BI_CONT) as SAP Solution Manager. You cannot upgrade the BW content without restrictions. SAP does not recommend SAP Solution Manager data in a separate BW system which is also already used for other purposes.

 

2.3 User/Authorizations

The basic configuration of SAP ITSM analytics on SAP Solution Manager is done via the SAP Solution Manager Configuration SOLMAN_SETUP. For this configuration the administration user SOLMAN_ADMIN can be used. This user is created automatically in scenario System Preparation step 1 Maintain Users of transaction SOLMAN_SETUP.

Additionally the system users SM_BW_ACT and SM_EFWK are needed. These two users are created in scenario Basic Configuration step 2.3 Maintain Users of transaction SOLMAN_SETUP. See chapter 2.4.3.

Specific to ITSM in scenario Basic Configuration of SOLMAN_SETUP you can create a respective configuration user (default technical user name: SMC_IM_<XXXClient>) for Incident Management. The system automatically adds all relevant user roles. Authorizations in these roles are all fully maintained due to automated configuration.

If you want to create the ITSM configuration user manually, you need to assign:

  • (A copy) of the composite role SAP_SUPPDESK_CONF_COMP which contains all single roles that are automatically assigned to the configuration user in the SAP Solution Manager system.
  • (A copy) of the composite role SAP_BW_SUPPDESK_ADMIN_COMP which contains all single roles that are automatically assigned to the configuration user in the BW-system.

For the configuration of interactive reporting the configuration user additionally needs

  • (A copy of) role SAP_CRM_OR_USER - in the SAP Solution Manager client
  • (A copy of) role SAP_CRM_OR_ADMIN - in the SAP Solution Manager client
  • (A copy of) role SAP_CRM_OR_USER - in the BW client
  • (A copy of) role SAP_CRM_OR_ACTIVATE - in the BW client

 

The users do not have authorization for trusted system RFC (authorization object S_RFCACL). To be able to use a trusted RFC connection between the Solution Manager and the BW system, you need to assign role SAP_SM_S_RFCACL in the Solution Manager system and role SAP_SM_BW_S_RFCACL in the BW system manually.

 

For further information about users and authorization see Security Guide for SAP Solution Manager 7.1:
http://service.sap.com/instguides -> SAP Components -> SAP Solution Manager -> Release 7.1 -> Section 4 Operations -> Security Guide SAP Solution Manager 7.1 <current support package>

 

2.4 SOLMAN_SETUP Basic Configuration

The steps of scenario Basic Configuration of transaction SOLMAN_SETUP have to be executed.

Especially the following steps/activities (dependent on the support package level of the SAP Solution Manager system) are relevant for the BW setup.

(For more information about the SAP Solution Manager Basic Configuration, see the SAP Community Network Wiki at http://wiki.sdn.sap.com/wiki/display/SMSETUP/Home)

 

2.4.1 Step 2.1 Specify SAP BW System

You have to set up the BW client strategy. See chapter 2.2 . SAP recommends to setup the BW in the same system and client as the SAP Solution Manager scenarios (Option A).

 

For Option A - Same Client choose

 

For Option B – Different BW Client choose

 

For Option C – Separate BW System choose

 

 

2.4.2 Step 2.2 Set Up Credentials    

If for BW client strategy you choose the BW option B or BW option C in this step an additional user for the BW Administrator has to be created.

 

 

2.4.3 Step 2.3 Maintain Users  

Especially for the BW usage the system users SM_BW_ACT and SM_EFWK have to be created. See also chapter 2.3 .

 

 

2.4.4 Step 5 Configure Automatically  

In this step several activities can be performed automatically.

Especially the following activities are relevant for the BW usage:

  • Activate BW Source System
  • Store BW settings
  • Check BW Work Processes
  • Activate BW content for RCA
  • BW Content Activation (UPL)
  • Maintain RFC from BW to SolMan
  • Customizing of BW read access
  • Setup Extractor Framework
  • Connect BW system to SAP Solution Manager (optional if you use BW in a separate system/client)

 

2.5 SOLMAN_SETUP ITSM Configuration

Scenario Basic Configuration in transaction SOLMAN_SETUP prepared the general BW usage with SAP Solution Manager. ITSM specifics are configured in the scenario ITSM Configuration in transaction SOLMAN_SETUP.

Especially the following steps/activities (dependent on the support package level of the SAP Solution Manager system) are relevant for the BW setup.

2.5.1 Step 1 Check Prerequisites

Before you start with the configuration of ITSM you have to make sure that the prerequisites already have been fulfilled. Step 1 Check Prerequisites fulfills this purpose and provides an automatic check.

Especially check Check BW System Configuration is relevant for the BW usage.

 

2.5.2 Calling Hours for Sold-To party

In all the duration based reports in ITSM BW Reporting and ITSM BW Dashboard, the business partners that are assigned to messages as Sold-To party have to have calling hours assigned. Otherwise, the duration of all the messages will remain zero.
This calling hour setting is also checked by the BI based Report Health Check (see 2.5.3).

To assign the calling hours, please follow the steps below.

  • Transaction BP -> choose the business partner in BP role 000000 Business Partner (Gen.) -> Tab Control -> area Business Hours -> Calling Hours
  • Maintain the Calling Hours (incl. the time zones) of the business partners which can be used as Sold-To Party to create messages

2.5.3 Step 2.3 Configure Automatically

In this step several activities can be performed automatically.

Especially the following activities are relevant for the BW usage:

 

  • BI based Reporting Health Checks
    This is a tool offered as part of the Incident Management Reporting Setup. Various self-checks check the status of the BW reporting settings. It returns the health check results that provide information about whether the system is prepared for the BI based report.
    It is recommended that all checks are passed/green before BI Content activation and extractors are scheduled.

 

  • Activate BI Content
    In this automatic activity, you can activate the BI content that is used for ITSM.
    When executing the automatic activity, the system will schedule job CCMS_BI_SETUP that activates the BI content automatically.

 

  • Schedule Extractors
    In this automatic activity, you can schedule BI extractors that are used for ITSM.
    When executing the automatic activity, the system will schedule the following BI extractors:
    SERVICE PROVIDER REPORTING - MAIN EXTRACTOR
    SERVICE PROVIDER REPORTING - MASTERDATA EXTRACTOR

    You may configure the data extraction parameters:
    • Data extraction frequency: The time interval between extractions
    • Load messages created as of: Only those messages created after this date will be included
    • Suppress extraction of Business Partners: Whether or not the Business Partners are suppressed

 

2.5.4 Step 2.4 Perform additional Configuration

  • Restrict Transaction Types for BI

In this manual activity, you can specify in view SPRREPPRTY which transaction types are used in which contexts for the BI Reporting. For each context, a separate tab page is displayed in the Solution Manager ITSM BW Reporting screen.

Start the activity and assign your own defined transaction types to the relevant BW context.

Available contexts are:

IN Incidents
PR Problems
RC Requests for Change
CH Change Documents
OV Overview

Context OV should include all transaction types of the other context.

Status of Iteration is used within iteration reports. These can be used to measure the number of status iterations regarding a particular user status for a certain transaction type which are typically consuming a lot of effort.

To the contexts Change Documents (CH), Incidents (IN) and Problems (PR) a respective report / WebTemplates is available in the ITSM BW reporting. To the contexts CH, IN and PR to each context/transaction type combination one status (status of iteration) can be defined. It has to be maintained as a concatination of status profile and user status key. This status then will be used as default filter value.

In the context of change documents it could e.g. be interesting to measure the iterations of status In Development to analyze how often a change document is put back into development because of bad test results. For this case you would maintain CH as Context, the transaction type of the change documents to be analyzed, and status “in development” as Status of Iteration, which means the average iteration count regarding a particular user status.

Example:

Context

Description

Transaction Type

(Example)

Status of Iteration
(Example)

CH

Change Documents

ZMHF
ZMMJ

ZMHFHEADE0004
ZMMJHEADE0002

IN

Incidents

ZMIN
ZMRQ

ZMIN0001E0002
ZMRQ0001E0002

OV

Overview

ZMIN, ZMRQ, ZMPR, ZMCR,…

-

PR

Problems

ZMPR

ZMPR0001E0002

RC

Requests for Change

ZMCR

-

 

 

2.5.5 BW Client in table RSADMINA [SOLMAN]

When the BW system/client has been configured correctly in control table RSADMINA the BW client has been maintained.

To verify these settings

  • Start transaction SE16 Data Browser
  • Enter table RSADMINA
  • In CUSTOMIZID enter BW, and choose Execute
  • Check the BWMANDT field if it contains the BW client number

 

If the settings have to be adjusted

Use this solution only in urgent cases. Before performing this step, back up the system.
  • Start transaction SE37 Function Builder
  • Enter function module RS_MANDT_UNIQUE_SET
  • Enter the client number when prompted for I_MANDT

 

2.5.6 Administrative Settings [BW]

When the BW system/client has been configured correctly in control table RSADMINA the BW

In this step, you verify/maintain settings for administration.

  • Start transaction SM30 Maintain Table Views
  • Enter view RSADMINSV
  • Make sure that your system is not customized as a content system (Content System checkbox is not checked)

 

3 ITSM BW Reporting

3.1 Configuration

If all prerequisites described in chapter 2 Prerequisites are fulfilled the ITSM BW Reporting already has been configured and is ready to be used.

3.2 Customer own fields

You maintained customer own fields in the CRM UI using the Application Enhancement Tool (AET) and now have the requirement that these fields should also be available for reporting.

For this purpose enhancement spot AI_CRM_IM_ENH_BW_EXTRACT can be used. Business Add-In (BAdI) AI_CRM_IM_GENERIC_FIELDS can be used to map customer-specific fields to generic fields that you can use in messages and reporting.

The following generic fields are available:

10 fields of data type CHARACTER (length: 60)
10 fields of data type DATE (length: 60)
10 fields of data type DECIMAL (length: 15)

These fields can be found in the MultiProvider 0SPRMDAT2 and all “current status” BW reports based on this MultiProvider. Also the field descriptions can be customized in this MultiProvider. These fields are not available in „historic status“ BW reports based on MultiProvider 0SPR_DATM.

For more information about the standard settings (filters, single or multiple uses), see the Enhancement Spot Elements Definitions tab in the BAdI Builder (transaction SE18).

Example BAdI Implementation AI_CRM_IM_GENFIELDS_DEFAULT maps the predefined generic fields to the interface parameters. It is delivered active by default.

BAdI method MAP_FIELDS maps the customer-specific fields to the generic fields.

 

3.3 Usage

The processing of incidents, problems, change requests, and change documents can be analyzed and displayed, based on detailed queries. Message reporting uses web templates based on BEx Web applications, which display data graphically or in tables.
The underlying data are extracted from the Solution Manager system regularly at specified intervals.

There are the following reports, depending on the transaction type:

Total number
Average processing time
Time recording
System load
Source
SLA
Status iterations

You can filter the data according to various criteria.

The ITSM BW Reporting within SAP Solution Manager CRM WebClient UI can be accessed via transaction SM_CRM and standard business role SOLMANPRO (or a respective own defined business role),

  • In the navigation bar, choose IT Service Management (alternatively Change Request Mgmt)
  • In the Reports area, choose ITSM BW Reporting

The ITSM BW Reporting Cockpit is displayed in a new window.

3.3.1 Select Timeframe  

To display any report first of all an appropriate timeframe has to be selected. The selected timeframe refers to the creation date of ITSM tickets. Thus, it directly affects the data basis for your individual analysis of BW reports. Only the tickets are displayed that were created within the selected time frame.

  • On top of the ITSM BW Reporting Cockpit, you find the time frame selection where you can choose from a variety of predefined time frames (for example, this week, last month, last year).
  • If the predefined timeframes are not appropriate it’s possible to define a custom time frame by choosing Custom selection. In this case, you can enter the start date and the end date in the fields next to the time frame selection box.
  • Choose Apply Filter to submit your selection.

 

3.3.2 Conditions

With conditions, you can restrict the data basis that is applied for a BW report. Certain reports already provide a predefined Top 5 condition where appropriate. Furthermore, you can define your own conditions to personalize BW reports.

On top of each BW report, you find the conditions box, which is initially collapsed. For further customizing activities, choose the arrow symbol on the left hand-side to expand the box.


Activating Existing Conditions

The predefined Top 5 conditions are initially not active.

To activate the conditions, choose the switch as illustrated below.

To deactivate the condition, choose the switch once again.

 

Creating New Conditions

To create new conditions,

  • Choose Create in the expanded conditions box.
    In a separate browser window, the configuration items for a condition are displayed.
  • To field Text Define a name for your condition.
  • Make sure that the Active checkbox is selected, which will activate the condition initially after transferring it.
  • Define for which characteristics the condition is evaluated.
  • Define the condition(s) at the bottom of the configuration window. Here you can define the condition type (e.g., top number, top %, larger than) and the corresponding values for the condition. To be able to save the condition, make sure that the checkbox on the left is selected.
  • Choose Transfer to submit your configuration.
  • The Define Condition window is closed and the new condition is displayed in the conditions box of the BW report.

 

Adjusting Conditions

To change or delete existing conditions:

  • In the expanded conditions box, in the context menu of the condition, choose Change or Delete.

 

3.3.3 Filter

In the filter box, you can define filter settings and change characteristics regarding the current drilldown of BW reports.

On top of each BW report, the filter box initially is collapsed. For further customizing activities, choose the arrow symbol on the left to expand the box.

The basic customizing functions for each characteristic are displayed on the right of a characteristic (drilldown in rows, drilldown in columns, set filter, delete filter).

 

Setting a Filter

In the filter box you can define filters for characteristics using the function Select Filter Value.

To open a window for the filter maintenance the following alternatives can be used:

  • To the respective characteristic choose icon Select Filter Value

  • Do a right mouse click on the respective characteristic to open its context menu and choose Select Filter Value:

This is also possible in the table view of the report (for characteristics that are already defined within the drilldown):

  • Do a right mouse click on the respective characteristic to open its context menu and choose Select Filter Value:

 

In the appearing window the filter settings can be maintained:

  • If a predefined filter exists, you can adjust this filter by deselecting respective values.
  • You can add or remove remaining values by (de-)activating the checkbox next to the value.
  • You can define ranges to include or exclude values that match a certain condition (e.g., lower than, equal to, larger than).


To submit your filter settings, choose Transfer:

 

Deleting a Filter

To delete a defined filter the following alternatives can be used:

  • To the respective characteristic choose icon Remove Filter

  • Do a right mouse click on the respective characteristic to open its context menu and choose Remove Filter:

 

Adding/Removing a Characteristic for Drilldown

You can add and remove characteristics to/from the current drilldown that is displayed within the corresponding table and chart view. Note that the referring chart view is also affected by these changes. Depending on the number of characteristics in the current drilldown, the chart may be difficult to read.

To enable/disable the drilldown for a characteristic in a row (horizontal) or column (vertical) the following alternatives can be used:

  • To the respective characteristic choose
    icon Drilldown in the Rows to display the corresponding values within the rows of the table view
    or
    icon Drilldown in the Columns to display the corresponding values within the columns of the table view

 

  • Do a right mouse click on the respective characteristic to open its context menu and choose Drilldown Vertical / Horizontal respectively Remove Drilldown:

This is also possible in the table view of the report (for characteristics that are already defined within the drilldown):

  • Do a right mouse click on the respective characteristic to open its context menu and choose Drilldown – Horizontal / Vertical respectively Remove Drilldown:

Sorting Functions

You can sort values of characteristics usually by key and by name (depending on the properties of the characteristic) in ascending or descending order. You can access the sort functions from the context menu.

 

3.3.4 Predefined Variable Filters

In specific BW reports, you might want to define variable entries. This particularly holds for SLA-related reports of incidents, because certain variables are defined for the selection of the IRT exceeded and MPT exceeded status values.

To specify these variables in order to submit your individual status values, proceed as follows:

  • Navigate to the corresponding BW report (for example Incidents -> SLA)
  • Open the context menu of any item of the BW report
  • Choose Variables Entry

The variables entry screen appears

  • To define the filter entries for each variable, choose the value selection icon to the right of the field.

A window appears.

  • Choose your individual value from the available values list.
  • The popup disappears and the value is defined for the variable.

  • To save your settings and return to the BW report, choose Execute.

3.3.5 Removing individual settings

To undo the individual setting made last

  • do a right mouse click on any characteristic of the report to open the context menu and choose Back

To return to the initial default screen of a report without any individual settings

  • do a right mouse click on any characteristic of the report to open the context menu and choose Back to Start.

3.3.6 Saving / Deleting individual settings

You can save your individual settings of any web template that is connected to your user.

  • Do a right mouse click on any item of the BW report to open the context menu
  • To save your settings, choose Personalize Web Page
  • To delete your saved settings, choose Delete Personalization

 

3.3.7 Distributing a Report

To distribute a report by e-mail, do the following:

  • Do a right mouse click on any item of the BW report to open the context menu
  • Choose Distribute -> By E-Mail

 

A window appears where distribution settings can be defined.

  • To configure a new distribution setting regarding recipients, texts, pre-calculations or filter navigation, choose Create New Setting.
  • You can also define a scheduling, for example, to distribute a specific report by e-mail to a specific user group at a given point in time once a week.

 

3.3.8 Enhanced Functions

Dependent on the context further functions like export as file, swap axes, properties or key figure definition are available. To access these enhanced functions

  • do a right mouse click on an item of the BW report to open the context menu
  • Choose Enhanced Menu

  • To collapse the enhanced menu, choose Basic Menu

Export to Excel/CSV

It is possible to export the report to a CSV file or to a MS Excel 2000 file. To do so in the enhanced context menu

  • choose Export as -> CSV File / MS Excel 200 File

 

The report data will be exported in a respective file for further processing.

 

Swap Axes

You can swap the axes of each BW report from the enhanced context menu. This function transfers the characteristics in rows to columns and vice versa.

 

 

4. ITSM BW DASHBOARD

4.1 Prerequisites

If all prerequisites described in chapter 2 Prerequisites are fulfilled the ITSM BW Dashboard functionality is ready to be used.

4.2 Authorizations

4.2.1 Dashboard / App Configuration

The authorization to configure the IT Service Management dashboard / apps is included in role SAP_SM_DASHBOARDS_PROCESS. You assign (a copy of) this role to a dashboard user maintaining the existing dashboard instances. The user can create, copy and configure existing app instances within an existing dashboard (e.g. the ITSM dashboard).

Additionally the assignment of (a copy of) composite role SAP_SUPPDESK_PROCESS_COMP or SAP_SUPPDESK_ADMIN_COMP is needed.

Also the menu node to configure and access the user specific personal dashboard My Dashboard as well as the respective authorizations are included in role SAP_SM_DASHBOARDS_PROCESS.

4.2.2 Dashboard / App Display

The authorization to display the IT Service Management dashboard / apps is included in role SAP_SM_DASHBOARDS_DISP_ITSM (which is an ITSM specific subset of role SAP_SM_DASHBOARDS_DISP). You assign (a copy of) this role to a standard dashboard user who is not maintaining the existing ITSM dashboard.

Additionally the assignment of (a copy of) composite role SAP_SUPPDESK_PROCESS_COMP or SAP_SUPPDESK_ADMIN_COMP is needed.

4.3 Dashboard / App Configuration

The ITSM BW Dashboards within SAP Solution Manager CRM WebClient UI can be accessed via transaction SM_CRM and standard business role SOLMANPRO (or a respective own defined business role).

The configuration is done directly in the dashboard.

For the IT Service Management dashboard the apps Message quality, Workload and Performance are delivered by SAP. Further details concerning these apps see http://help.sap.com/saphelp_sm71_sp12/helpdata/en/da/22e24a03db4ba8b6dd3468ca57ccd0/content.htm.

 

You can configure which apps shall be displayed and for each app you can

- set the app title
- specify the priorities, projects and transaction types on which the apps are based
- specify further details for apps, to configure them in more detail

 

  • In the navigation bar, choose IT Service Management (alternatively Change Request Mgmt )
  • In the Reports area, choose ITSM BW Dashboard

The ITSM BW Dashboard is displayed in a new window.

  • Choose Configure

The apps already assigned to the dashboard are displayed.

  • To add an app choose Add New App

 

A new window appears that displays the dashboard apps that are available.

To configure the dashboard apps

  • Select one of the apps
  • To add the selected app, choose OK

 

The initial app configuration is displayed in a new window. The configuration screen consists of two apps - the configuration app on the left and the preview of the dashboard app on the right.

In several configuration steps, you define the settings for the respective dashboard app.

  • Enter a title for the app
  • Define app specific details (e.g. number of displayed transaction types)
  • Continue to the next step with Next

  • Define filters by moving filter values from the available values box on left hand side to the selected values box on the right hand side. Select one or more values and move them by choosing Add or use drag and drop.
  • Choose Set Filter
This needs to be done in each wizard step where you define any filter (also the last step), otherwise the settings are not applied even if you press „apply“ at the end.  
  • If you don’t want to set a specific filter choose Skip Step

  • To test your settings in the app displayed on the right, choose Preview
  • Once you completed the configuration choose Apply.

The configuration screen closes and the app is displayed in the ITSM Dashboard.

  • Choose Save Dashboard to save the changes of the ITSM dashboard

 

  • To edit, copy or remove the app, choose the respective button at the top left of each app.
  • To add other apps, choose Add New App at the top right of the dashboard.

You can also add further instances of the same dashboard app, for example, if you require different configurations for the same key performance indicator.

 

4.4 Usage - Dashboard / App Display

The ITSM BW Dashboards within SAP Solution Manager CRM WebClient UI can be accessed via transaction SM_CRM and standard business role SOLMANPRO (or a respective own defined business role).

The dashboard is shown with the apps how it has been configured upfront.

 

4.5 My Dashboard

You can configure and access a personal (user specific) dashboard called My dashboard.

The respective menu node to display this personal dashboard as well as the relevant authorizations are included in role SAP_SM_DASHBOARDS_PROCESS.

  • In your SAP Easy Access User menu (in the GUI) choose My Dashboard.

 

In general (dependent on the authorization) via this personal dashboard apps of all different categories (beside ITSM also Application Operations, Business Process Operations, Test Management,…) can be accessed.

The individual configuration is done in the same way as is described in 4.3 Dashboard / App Configuration .

 

 

5. Interactive Reporting

Interactive Reporting is a class of programs that facilitates and manages transaction-oriented applications, typically for data entry and retrieval transaction processing. It generates the report directly from the data of transaction-oriented applications. The analytics manager can create the report and share it.

5.1 Technical Configuration

The following steps are required to initially configure the interactive reporting functions.

In case you run the BW not in the same system/client like the SAP Solution Manager scenarios (see chapter 2.2 BW Source Strategy for SAP Solution Manager): The marks [SOLMAN] or [BW] in section headings specify whether the respective configuration has to be done in the SAP Solution Manager scenario client or in the BW system/client.

If you are not sure if a configuration step already has been performed correctly or not the CRM Interactive Reporting Configuration Wizard can be used for verification. See chapter 5.1.17.

 

Not all configuration activities for CRM Interactive Reporting are transportable. During setup you need to recognize for which step you have prepared a transport request already. The import to the next system (e.g. from DEV to QAS to PRD) has to be done in the correct sequence. This might be a bit confusing and the alternative strategy could be to do everything separate and locally on each system.

 

5.1.1 Activate Business Function [SOLMAN]

For the Interactive Reporting functionalities the following two Business Functions including Switches have to be activated.

 

The activation of these business functions is irreversible!
Before you activate any business functions, do the following:
  • Carefully read the documentation for the business functions
  • Check the documentation of the switches in the business functions.
    Use transaction SFW2 to find the switches per business function. 

 

Use transaction SFW5 to enable the following business functions with their respective functionality in the following sort order (the second depends on the first):

  • FND_ANALYTICS_TOOLS Enhancements for Business Suite Analytics
  • CRM_ANA_BOB SAP BusinessObjects Integration and CRM Interactive Reporting

For each business function that needs to be activated:

  • Use the check box in column Planned Status and set it to Business function will be switched on
  • Then the button Activate Changes has to be clicked to activate the business functions

  • Check if job SFW_ACTIVATE_SF0X completed without errors

 

5.1.2 Service Activation [SOLMAN]

Certain SICF services must be active for interactive reporting to work. Perform the following steps:

  1. Run transaction SICF and choose Execute
  2. In the “Services” hierarchy, navigate to default_host -> sap -> crm
  3. Right mouse click on service crm_op_query service and choose Activate Service
  4. Repeat step 3 for service crm_or_mime

 

5.1.3 Namespace settings [SOLMAN]

The following two namespace settings are needed:

  • /CRMBW/ De-central BI content development for CRM Not modifiable
  • /B693/ BWGEN generation name space for /CRMBW/ (C Modifiable

 

To verify these settings

  • Start transaction SE03 Transport Organizer Tools
  • Navigate to Objects -> Namespace Information System
  • On tab Namespaces in area Selected namespaces enter/select the two above namespaces and verify if the settings are made as they are needed

 

If the settings have to be adjusted

  • Return to transaction SE03 Transport Organizer Tools
  • Navigate to Administration -> Set System Change Option
  • Area Namespace/Name Range
    - Select /CRMBW/ and change it to Not modifiable
    - Select /B693/ and change it to Modifiable
  • Save

 

5.1.4 Language Support settings [BW]

In this step, you verify the language installation.

 

If only EN is installed, the BI upload of texts does not transfer German texts.
(This is specific to German and does not necessarily apply to other languages)  
  • Start transaction SE38 ABAP Editor
  • Execute report RSCPINST
  • Check that the languages EN (English) and DE (German) are installed

 

5.1.5 Settings for Material Number Conversion [BW]

Conversion routines are used in the BW system so that the characteristic values (key) of an InfoObject can be displayed or used in a different format to how they are stored in the database. They can also be stored in the database in a different format to how they are in their original form, and supposedly different values can be consolidated into one.

MATN1 Conversion Routine changes internal material numbers, stored in the system, into the external material numbers displayed in the interface and vice versa, according to settings in transaction OMSL.

  • Start transaction OMSL Change View “Material Number Format”
  • As value to field Material No. Length enter 18
  • Save

For more information about settings for material number conversion, see SAP Note 555675.

 

5.1.6 Reporting Option [SOLMAN]

The reporting options have to be set like this that to BI and CRM interactive reporting are activated.

  • Start transaction CRMC_REPO_OPT Change View “CRM Reporting Options”
  • Verify the existing settings

 

5.1.7 Create Trusted RFC connection [SOLMAN]

For Interactive Reporting create a dedicated trusted RFC connection between the SAP Solution Manager system and the BW system/client.

  • Start transaction SM59 Configuration of RFC Connections
  • Choose button Create
  • Enter

RFC Destination <XXX>CLNT<NNN>_BW (where <XXX> is the system ID and <NNN> the client number from BW)
Connection Type 3 ABAP Connection
Description 1 e.g. Trusted Connection to BW for Interactive Reporting

 

  • On tab Technical Settings

Load Balancing select No
Target Host enter the message server of the BW system
System Number enter the SAP system number of the BW system

  • On tab Logon & Security

Language enter the (logon) language EN for English
Client enter the BW Client Number
User set the check mark for Current User
Trust Relationship select Yes

  • Save
  • To check the connection status -> choose button Connection Test
  • To check the authorization status -> in the menu, choose Utilities -> Test -> Authorization Test
  • To check whether the logon to the BW client prompts for user name and password, choose button Remote Logon

The users using this trusted RFC destination have to have authorization for trusted systems RFC (authorization object S_RFCACL). See also chapter 2.3.

 

5.1.8 Settings for Content Maintenance [SOLMAN]

In transaction RSA0 the settings for content maintenance have to be maintained.

  • Start transaction RSA0
  • Enter /CRMBW/APCO as Application Component Hierarchy
  • Make sure that the check box Content Development is not checked (No Content Development)
  • Save

5.1.9 Transfer Application Component Hierarchy [SOLMAN]

In this step, you transfer the application component hierarchy.

 

When you activate the Business Content application component hierarchy, transferring the Content version means the active customer version is overwritten. 
  • Start transaction RSA9 Transfer Application Components and transfer the component hierarchy

 

If choosing Yes during the transfer of Application Component Hierarchy leads to an error:
Make sure that the following software components are modifiable (transaction SE06):
  • SAP_BW
  • HOME
  • LOCAL

As result, in the status bar, the follow information is displayed:

 

5.1.10 Activation of Data Sources [SOLMAN]

In this step, you activate the data sources.

  • Start transaction RSA5 Install Business Content
  • Right click on /CRMBW/ROOT, choose Select sub-tree +/-
  • Activate data sources for this node

Choose OK until all data sources are active.

 

5.1.11 Maintain Middleware Parameter - Make BW System Known [SOLMAN]

In this step, you maintain control parameter LOCAL_BI_REPORTING_RFC to make the BW system known to the Solution Manager system.

  • Start transaction SM30 Maintain Table Views
  • Enter view SMOFPARSFA
  • Choose Maintain
  • Select Key BIRFC and as Param. Name 2 BIREP
  • Choose Details
  • In the field Param. Value enter the trusted RFC destination you have created in chapter 5.1.4 (i.e. <XXXCLNTNNN_BW>).

  • Choose Back.
  • Perform the above steps for Key BIRFC and Param. Name 2 CONFIG

 

5.1.12 Activate DM Application Component [BW]

In this step, you manually activate the application component DM Data Marts.

  • Start transaction RSOR BW Metadata Repository
  • Navigate to Object Types -> Application
  • Choose Select Objects
  • Search for the Data Marts (DM) object
  • Choose Transfer Selection

  • If the content installation is being done first time, then In the Select Source Systems screen select the CRM Interactive Reporting source system and choose Continue otherwise proceed with the next step

  • Navigate to Install and select Install

  • In case a Merge Info Object screen occurs choose Transfer all without dialog

 

 

The activation usually takes some time. Wait until it is completed.

 

5.1.13 Create Trusted RFC Connection [BW]

Only to be done if the BW is NOT run in the same client/system:

For Interactive Reporting create a dedicated trusted RFC connection between the BW system/client and the SAP Solution Manager system/client on that also the ITSM scenario is running.

  • Start transaction SM59 Configuration of RFC Connections
  • Choose button Create
  • Enter

RFC Destination <XXX>CLNT<NNN>_SM (where <XXX> is the system ID and <NNN> the client number of the SAP Solution Manager system)
Connection Type 3 ABAP Connection
Description 1 e.g. Trusted Connection to Solution Manager for Interactive Reporting

  • On tab Technical Settings

Load Balancing select No
Target Host enter the message server of the Solution Manager system
System Number enter the SAP system number of the Solution Manager system

  • On tab Logon & Security

Language enter the (logon) language EN for English
Client enter the Solution Manager Client Number
User set the check mark for Current User
Trust Relationship select Yes

  • Save
  • To check the connection status -> choose button Connection Test
  • To check the authorization status -> in the menu, choose Utilities -> Test -> Authorization Test
  • To check whether the logon to the BW client prompts for user name and password, choose button Remote Logon

The users using this trusted RFC destination have to have authorization for trusted systems RFC (authorization object S_RFCACL). See also chapter 2.3.

 

5.1.14 Maintain Middleware Parameter - Make SOLMAN System Known [BW]

In this step, you maintain control parameter LOCAL_BI_REPORTING_RFC to make the Solution Manager system known to the BW system.

  • Start transaction SM30 Maintain Table Views
  • Enter view SMOFPARSFA
  • Choose Maintain
  • Select Key BIRFC key and as Param. Name 2 BIREP
  • Choose Details
  • In the field Param. Value enter the trusted RFC destination you have created in chapter 5.1.4[FT1] (i.e. <XXXCLNTNNN_SM>)
  • In the field Param. Value 2 enter SOLMAN_CLIENT

  • Choose Back
  • Perform the above steps for Key BIRFC and as Param. Name 2 CONFIG

 

5.1.15 Transfer Global Settings and Exchange Rates [BW]

In this step global settings and exchange rates get transferred.

  • Start transaction SE38 ABAP Editor
  • Create a variant for Program /CRMBW/TRANSFER_CURR
  • Enter the logical system for your SAP Solution Manager system/client:

  • Save the variant

  • Start transaction SM36 Define Background Job
  • Schedule a job for report /CRMBW/TRANSFER_CURR, using the variant you created.
    For SAP Solution Manager ITSM it is sufficient to run this program/job only once.

 

5.1.16 Settings for Special Reporting Values [BW]

In this step settings for special reporting values have to be completed.

  • Start transaction RSCUSTV4 Change View:” BeX Values”
  • Verify unique entries in transaction RSCUSTV4, such as:

 

5.1.17 Activate Delivered Report Areas [SOLMAN]

In this step the delivered report areas (info cubes) are activated in the SAP Solution Manager client in order to make them visible and usable for reporting.

  • Start transaction ORDYWB CRM Interactive Reporting Delivery Workbench
  • On tab ReportAreas, select all relevant report areas (REQUESTFORCHANGE, SERVICEPROBLEM, SERVICEREQUEST)

  • Mark check box Activate all BI Content

  • Choose button Activate to activate the selected reports and report areas

 

You are prompted several times for a customizing request and workbench requests.
The activation takes a long time. Wait until it is completed.
Ensure that the final window showing the log messages does not contain any error messages.
If you get warnings or errors, the message gives further hints about how to solve the problem.

 

5.1.18 Check Content Activation [SOLMAN]

Due to different reasons it is possible that the BI content was not activated successfully. You can check the successful activation in this transaction and also start the activation again if necessary.

  • Start transaction BSANLY_BI_ACTIVATION BI Content Activation Workbench
  • Check if the activation for interactive reporting was successful (status green). A yellow light means that activation is still in progress and you should wait until it is finished.

In case of errors:

  • Check the log information

  • Try to activate the dedicated BI content bundle again

 

5.1.19 Number Ranges [SOLMAN]

To be able to work with the Report Assignment Wizard the two number range objects CRM_ANA_LL (Logical Link ID) and CRM_ANA_RP (Analytics Report ID) have to be defined correctly.

  • Start transaction SNRO Number Range Object Maintenance

  • Enter object CRM_ANA_LL

  • Choose button Number ranges

  • To create an interval with No. "01", from "000001" to "999999", choose Change intervals

  • Repeat this respectively for number range object CRM_ANA_RP

For further details see SAP Note 1553612.

 

5.1.20 Configuration Wizard [SOLMAN]

In the SAP Solution Manager system the CRM Interactive Reporting Configuration Wizard can be used to verify that all configuration steps required for the interactive reporting set up have been carried out correctly. The wizard checks the configuration step-by-step following the correct sequence and logs the result. You can change settings that have errors, and check them again.

  • Start transaction /CRMBW/CONFIG_WIZARD CRM Interactive Reporting Configuration Wizard
  • Go through the checks from top to bottom
  • You can ignore warning messages
  • Process all steps in the list for which the wizard has given an error message:
    - Select a results row
    - To display more information click on Details
    - Many results rows are directly linked with a function to perform the corresponding configuration step. To perform the respective configuration click on Execute . If the error relates to a step hat cannot be processed directly in the wizard, for example the allocation of user roles, you must maintain these settings in the corresponding system environment.
  • Choose Refresh to check the configuration again

 

 

5.2 CRM WebUI Settings

The following steps are required to enable the creation and display of interactive reports in the CRM WebUI.

5.2.1 Verify Business Role and Navigation Bar Profile [SOLMAN]

The possibility to create and display interactive reports is enabled for (a) specific CRM business role(s).

  • Clarify for which CRM business role(s) the possibility shall be configured
  • Start transaction CRMC_UI_PROFILE Change View “Define Business Roles”
    As alternative follow the IMG path: SAP Solution Manager Implementation Guide -> Customer Relationship Management -> UI Framework -> Define Business Roles
  • Select the relevant business role, e.g. ZSOLMANADMIN or ZSOLMANPRO
  • Choose button Details
  • Verify which navigation bar profile has been assigned to the business role in field Nav Bar Profile

 

5.2.2 Assign Function Profile to Business Role [SOLMAN]

  • Start transaction CRMC_UI_PROFILE Change View “Define Business Roles”
    As alternative follow the IMG path: SAP Solution Manager Implementation Guide -> Customer Relationship Management -> UI Framework -> Define Business Roles
  • Select the relevant business role, e.g. ZSOLMANADMIN or ZSOLMANPRO
  • In the Dialog Structure on the left hand side select Assign Function Profiles
  • If function profile REPORTING_PROF is not already included choose button New Entries
  • Enter Function Profile ID REPORTING_PROF and Profile Value DEFAULT

  • Save

 

5.2.3 Assign Link to Direct Link Group   [SOLMAN]

To enable the possibility to directly create interactive reports the respective logical link ID RPT-CREATE has to be added to a direct link group in the respective CRM business role.

  • Start transaction CRMC_UI_NBLINKS Change View “Define Navigation Bar Profiles”
    As alternative follow the IMG path: SAP Solution Manager Implementation Guide -> Customer Relationship Management -> UI Framework -> Technical Role Definition -> Define Navigation Bar Profile
  • Select the relevant navigation bar profile, e.g. ZSOLMANADMIN or ZSOLMANPRO
  • In the Dialog Structure on the left hand side select Assign Direct Link Groups To Nav. Bar Profile
  • Verify to which of the assigned Direct Link Groups the link for the creation of interactive reports shall be added (assigned to the navigation bar profile), e.g. ZSM-CREATE
  • In the Dialog Structure on the left hand side select Define Direct Link Groups
  • Select the Direct Link group you have verified, e.g. ZSM-CREATE
  • In the Dialog Structure on the left hand side select Assign Links To Direct Link Groups
  • Verify on which position you want to insert the link
  • Choose button New Entries
  • Enter Logical Link ID RPT-CREATE and assign a position
  • Save

 

 

5.2.4 Adjust Direct Link Group     [SOLMAN]  

To enable the possibility to directly create interactive reports the respective link ID has to be made visible in the respective CRM business role.

  • Start transaction CRMC_UI_PROFILE Change View “Define Business Roles”
    As alternative follow the IMG path: SAP Solution Manager Implementation Guide -> Customer Relationship Management -> UI Framework -> Define Business Roles
  • Select the relevant business role, e.g. ZSOLMANADMIN or ZSOLMANPRO
  • In the Dialog Structure on the left hand side select Adjust Direct Link Groups
  • Select the relevant direct link group, e.g. ZSM-CREATE
  • In the Dialog Structure on the left hand side select Adjust Direct Links
  • Select the logical link with LogLink ID RPT-CREATE
  • Mark the check box Visible

  • Save

5.2.5 Map Report Areas to Business Roles       [SOLMAN]

The report areas (activated in chapter 5.1.14) have to be added to the relevant business role.

  • Navigate to SPRO -> IMG Customizing -> Customer Relationship Management -> CRM Analytics -> Map Report Areas to Business Role
  • Select the relevant business role, e.g. ZSOLMANADMIN or ZSOLMANPRO
  • In the Dialog Structure on the left hand side select CRM Interactive Report Areas
  • Choose button New Entries
  • Select Report Areas SERVICEORDER, SERVICEPROBLEM, SERVICEREQUEST

  • Save

 

5.3 Usage  

 

The data displayed in an interactive report depends on the user's position within the organizational model. For example, the reports of a help desk employee only contain data for messages for which he or she is responsible. However, a manager can see data for all messages for which the help desk employees in the manager's organizational unit are responsible.

 

You require a transport request if you want to save an interactive report and make it available.

 

So typically the needed interactive reports get created in the development environment and are then transported into the production environment.
Most of the reports that shall be created short termed could be realized by using the grouping function. For this upfront in the definition of the interactive report (in Dev system) it has to be decided which characteristics/Key figures shall be available for drill down. With that each user (in PRD system) can create variants of a pre-defined report without needing a customizing request.

5.3.1 Creation of Interactive Reports

To create a new Interactive Report log on to the CRM WebUI with the relevant business role to that you have assigned the respective direct creation link (See chapter 5.2.3). E.g. ZSOLMANADMIN or ZSOLMANPRO. Using this link you are guided through a wizard-driven report creation process

  • In the navigation bar in direct link group Create click on the link Interactive Report
  • Step 1 – Select Interactive Report Area
    To define the Interactive Report Area type and content:
    • Enter a name for the report, a description, and choose the relevant Business Role
    • After a business role is selected, choose the relevant report area to the field Interactive Report Area underneath
    • As Default Display select how table and/or chart shall be displayed

    • Choose Next respectively step 2 - Select Fields

  • Step 2 – Select Fields
    Select the fields and key figures that you would like to see in the report. The available data is specific to the report area selected in step 1.

    • From the Available Characteristics table select relevant fields for the report and push the Insert Field button to add them to the Selected Characteristics table.
      E.g. select Priority, Service Team and Status.

    Also custom fields can be added to CRM Interactive Reporting (IR) easily when creating them via AET. There is a checkbox in AET wizard related to CRM IR which provides the field in the list here.
    • From the Available Key Figures table select the relevant key figure(s) and push the Insert Field button to add them to the Selected Key Figures table.
      E.g. select No. of Service Requests/Incidents and No. of Open Service Requests.

    As CRM Interactive Reporting is based on standard CRM transactions not all key figures work for Solution Manager ITSM /ChaRM transactions. If specific key figures are required here which do not work properly, they can be adjusted via BAdI implementations.

    • Choose Next respectively step 3 - Define Filters

 

  • Step 3 – Define Filters

    Here you can define input parameters for running the report as well as filters. If no input parameter and filter have to be defined, you can skip this step.

    E.g. as Input Parameter select a Service Team.

    • Choose Next respectively step 4 - Define Table

 

  • Step 4 – Define Table

    In this step, you decide which fields are visible during the report execution and in which table columns or rows they appear. For example, you can remove fields from the table that you defined in step 3 as input parameters. You can also change the position of fields in the table, for example, you can move fields from one axis of the table to the other axis. However, you can only ever use key figures on a single axis, not split across both axes.
    When executing the report, the user can customize the table as required.

    • Choose Next respectively step 5 - Define Chart
  • Step 5 – Define Chart
    Define the type of chart used to visualize the results of the report.
    • Use the input help to select the chart type.

    • Choose Next respectively step 6 – Assign Business Role
  • Step 6 – Assign Business Role
    You can assign the report to certain business roles and work centers.
    • Choose a Business Role.
      The available work centers are displayed.

    • Select the work center in which the report should appear with its name.


    • Choose Next respectively step 7 – Share Interactive Report
  • Step 7 - Share Interactive Report
    In this step you can share the report for certain users or organizational units.
    • Choose Finish, to save the interactive report and to make it available to the assigned roles and users.

 

5.3.2 Execution of Interactive Reports

You can use interactive reports in SAP CRM if they have been assigned to your business role or if they have been released for either your organizational unit or your user.

  • Navigate to the work center of the business role to that the interactive report has been assigned (see chapter 5.3.1 step 6). E.g. business role ZSOLMANADMIN or ZSOLMANPRO and work center IT Service Management.

  • Click on the description of the respective interactive report to open it.

 

When you execute an interactive report, you can define and save different report views. You can also define additional filters and include additional fields in the report. Furthermore, you can adjust the way the report is displayed graphically.

  • To reset the entries in the input fields, choose Clear.
  • To restart the report, for example, after you have changed the parameters, choose Go.
  • You can change the way the results are displayed, for example, by choosing whether the results are displayed in table or chart form and what kind of chart is used.
  • Choose Swap Sequence (not available for pie charts) to define whether the columns are evaluated before the line characteristics or vice versa. Depending on the sequence, the corresponding characteristics are displayed outside or within the chart.
  • To display possible static filters for the report, choose Filters. Static filters are determined when the report is created. You cannot change these filters during report execution.
  • However, you can additionally use your own filters on the report. Use the input help to select a field for the filter from the available report fields. Choose an operator and specify a filter value.

Filters that are based on key figures evaluate all characteristics of the opposite axis by default. To define an alternative option, choose button Details. For more information, see Filter/Characteristic Assignment.

  • You can further customize the report by adding or removing fields or by moving fields from one table axis to the other table axis. To customize the report table, choose button Grouping.

 

  • You can use different views as variants of an interactive report as follows:
    • Customize the report as described above and specify possible input parameters, for example, a time period. In the Save View As field, enter a name for the view and choose Save.
    • Use the input help for My Views to call up a view of the report. The report is executed with the parameters defined in the view.

    • Choose the default view to execute the report in its original version.

 

5.3.2 Editing of Interactive Reports

The standard CRM Business Role ANALYTICSPRO can be used to edit interactive reports that once have been created.

 

 

6. KNOWN PITFALLS AND RESOLUTION

The following subchapters provide resolutions for known pitfalls.

6.1 Error message BRAIN 070 [within ITSM BW Reporting ]

Launching the ITSM BW Reporting error message BRAIN 070 No SID found for value '&' of characteristic & is thrown:

  • Make sure that at least one transaction exists for the affected transaction type
  • Make sure that the BI content that is used for ITSM has been activated successfully.
    If the activation via SOLMAN_SETUP (as described in chapter 2.5.3) should not be successful try to activate it via the (Web Dynpro) work center Incident Management.
  • Refer to SAP notes 1543145 Initialization of Incident Management Reporting and 1421507 Incident Management Reporting Central Note

->

 

6.2 Error message BRAIN 070 [within ITSM BW Reporting ]

In the duration analysis report the duration of all the messages remains zero.

The business partners that are assigned to messages as Sold-To party have to have calling hours assigned (as described in chapter 2.5.2).
This is required for all duration based report within SAP Solution Manager ITSM BW Reporting and ITSM Dashboards.

  • Transaction BP -> choose the BP in BP role 000000 Business Partner (Gen.) -> Tab. Control -> area Business Hours -> Calling Hours
  • Maintain the "Calling Hours" (incl. the time zones) of the business partners which can be used as Sold-To Party to create messages

 

 

6.3 Message 'No results found' [within Interactive Reporting ]

SAP CRM Interactive Reporting returns the message 'No results found'

  • The data displayed in a report depends on the user that is logged on. For more information refer to SAP Note 1938690.

 

6.4 Warning Message 'Specify reference currency; default is Euro' [within Interactive Reporting ]

SAP CRM Interactive Reporting returns the message CRMN_PPM_IL 029 Specify reference currency; default is EUR.

This kind of message is only a warning and it means that some or all service requests do not have the currency into the header overview and by default the system gets it from the organization unit which is assigned to EUR currency.

  • Please check if you have maintained the reference currency to the organization unit.

 

 

6.5 Application component hierarchy not written to transport request [within Interactive Reporting ]

An application component hierarchy in the OLTP source system was changed however it was not written to a transport request.

  • Create a transport request and manually insert the respective transport object. See SAP Note 382471.

 

7. Further Information

7.1 Documentation

Actually all configuration steps needed for ITSM are documented in the SAP Solution Manager system in transaction SOLMAN_SETUP scenario IT Service Management respectively in the linked IMG activities.

The application help to IT Service Management is to find here: http://help.sap.com/solutionmanager71 -> Application help (section 6). Choose the relevant support package and language (English/German) and then navigate to IT Service Management.

Here some specific links:

Reporting in ITSM
http://help.sap.com/saphelp_sm71_sp12/helpdata/en/a2/9539cb0ca64e61899f567de3a15237/content.htm

BW-Based Reporting Setup Settings (for ITSM)
http://help.sap.com/saphelp_sm71_sp12/helpdata/en/11/51c437a2c8435e871f7ee17852f9f7/frameset.htm

IT Service Management: Reports http://help.sap.com/saphelp_sm71_sp12/helpdata/en/96/ab9a807d6149989184f858005a77d5/content.htm

Dashboard for IT Service Management
http://help.sap.com/saphelp_sm71_sp12/helpdata/en/45/f38493b61f4c2fb784a4a96ef883a4/content.htm

Interactive Reporting in CRM http://help.sap.com/saphelp_crm700_ehp01/helpdata/en/24/25d3bd94e4408ea619223bf3143957/content.htm

Configuration for CRM Interactive Reporting
http://help.sap.com/saphelp_crmscen700_ehp01/helpdata/en/da/da98d2f8af4f8291ba3eaf46cd5d90/content.htm?

SAP Best Practices CRM Interactive Reporting (C41) Building Block Configuration Guide https://help.sap.com/saap/sap_bp/BBLibrary/Documentation/C41_CRM701_BB_ConfigGuide_EN_XX.doc

 

7.2 ITSM wiki in SDN

For the community of SAP IT Service Management on SAP Solution Manager a wiki containing all kinds of useful information regarding the topic IT Service Management with SAP Solution Manager has been created:

http://wiki.scn.sap.com/wiki/display/SAPITSM

 

7.3 Security Guide

For more information about the BW authorization roles, see the SAP Solution Manager 7.1 Security Guide at http://service.sap.com/instguides -> SAP Components -> SAP Solution Manager -> Release 7.1 -> 4 Operations -> Security Guide SAP Solution Manager 7.1 SP12

 

7.4 RKT

Role-specific learning maps on implementation and operation of ITSM are to find in the SAP Online Knowledge Products (OKPs) within the RKT framework:

SAP Service Marketplace -> Quicklink rkt-solman -> SAP Solution Manager 7.1 -> Solution Role: IT Service Management


7.5 Helpful SAP Notes

In general SAP Notes relevant for SAP ITSM Analytics on SAP Solution Manager can be found with application component SV-SMG-SUP-REP.

Especially the following SAP Notes might be helpful:

382471 BW-OLTP-APCO: How do I transport it?
1421507 Incident Management Reporting Central Note
1567003 FAQ: ST710 Incident Management Frequently Asked Questions
1570399 Solution Manager BI reporting
1826722 FAQ: Interactive Reporting
1831983 How to display dashboards from SolMan 7.1 SP05
1938690 No results found
1957856 ITSM BW Reporting and HTTPS
2024155 Some data is missing during the extraction of ITSM BW Reporting

 

Central correction note (dependent on support package):

2110259 SAP Solution Manager 7.1 SP14 - basic functions
2048315 SAP Solution Manager 7.1 SP13 - Basic functions
1969109 SAP Solution Manager 7.1 SP12 - Basic functions
1933506 SAP Solution Manager 7.1 SP11 - Basic functions
1875627 SAP Solution Manager - basic functions for Release 7.1 Support Package 10
1817043 SAP Solution Manager - Basic functions 7.1 SP9
1775242 SAP Solution Manager - basic function 7.1 SP8
1734341 SAP Solution Manager - Basic functions 7.1 SP7
1722332 SAP Solution Manager - Basic functions 7.1 SP6
1652693 SAP Solution Manager - Basic functions of 7.1 SP5

 

 

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