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HP Service Manager Exchange with SAP Solution Manager User

1. Actions Status Action Definition Cancel m Execute Start Delta Compilation od ca zhu wei Schedule mii Execute i SLA Update Dates and Guratio Method call Zhu wei i Execute a Automatically synchronize with Ext Service Desk Method call Zhu wei 7 As shown in the following screenshot the new action is waiting to be executed in the action list Scheduled Actions Edit List Schedule Mew Actions Repeat Action Details Determination Log Storage System Actions Status Action Definition fil Execute A Send to External Service Desk M Execute a i ae Strategy Action Definition Exists mi Execute KA SLA Update Dates and Durations mi Execute a Automatically synchronize with Ext Service Desk H Processing Log 8 Click Save to send the incident to Service Manager 9 Click Display to switch the incident to view mode 10 After afew minutes re open the incident to check whether it is sent to Service Manager If the incident is sent successfully SAP receives the Incident ID message from Service Manager HP Service Manager Exchange with SAP Solution Manager 1 10 patch 1 Page 64 of 73 User Guide Chapter 2 User Scenarios Text Add Text Text Log Description Insert Text Template 02 12 2013 03 57 13 zhu wei D 02 12 2013 03 56 46 120113 19 56 59 Us Mountain ovictex o victexi Incident ID at exter
2. 5 Fill in the required fields for the new incident as necessary Type a Description and a Reporter for the incident Select a Priority in the drop down list Elsave Display M Cance jf New New from Template Create Follow Up Auto Complete Mores BEB Service product INVESTIGATION not found 7 Details 7 Edi General Data Category ID Level 1 v Description Level 2 Customer Oo Level 3 Reporter Level 4 Processor Service Team oO Solution Category Processing Data Relationships Status New Related Problem Impact Urgency Related Request for Change oO Recommended Priority Priority Related Knowledge Article Dates Reference Objects Created 00 00 Installed Base Changed 00 00 Installed Base Component First Response by Click Fill to select the Installed Base Component This field describes the client information of Solution Manager such as SystemID Installation Number and Client Complete the form with any other relevant information v Details 7 Edit General Data Processing Data Dates ID Description incident from Solution Manager Customer HPSVV R amp D SH Reporter zhu zl lin Processor il Service Team Status New Impact Urgency Recommended Priority Priority 2 High Created Changed First Response by IRT St
3. Hew Maintenance Transaction IT Service Management Requests for Change w Related Links Schedule Manager Default SAP GUI Setting Configuration Validation SAP Linke f Maintenance Optimizer Requests CAD Ciimha rt Dartal You have no Change Requests 3 Click Common Tasks gt IT Service Management The SAP Solution Manager IT Service Management page opens in Explorer STY Solution Manager IT Service Management incident Management Home pueneses Search x Worklist JA i Activities Calendar Incident Templates Incidents E Mail Inbox Knowledge Articles Problem Templates Master Data Problems Change Request Mana Incident Management Reports Fl x Solution Manager Reporting Service Operations Create Incident Request for Change Task Knowledge Article Problem Defect Correction 4 Click Create gt Incident The Incident New page opens HP Service Manager Exchange with SAP Solution Manager 1 10 patch 1 Page 62 of 73 User Guide Chapter 2 User Scenarios EY solution Manager IT Service Management Home Worklist Calendar E Mail Inbox Master Data Change Request Mana Incident Management Service Operations incident New Personalize System News Log
4. ProviderProcessing Indicates the incident is being processed by Solution Manager HP Service Manager Exchange with SAP Solution Manager 1 10 patch 1 Page 37 of 73 gt SAP Collaboration g Scheduled Actions Webpage Dialog b SAP Hotes E http ffitsamqawmi130 asiapacific hpqcorp net 8000 sap bc bsp sap bsp_wd_b gt Related Knowledge Articles ID Action Processing Type Display SAP Action Log Method call v Attachments Ki Attachment ki URL vith Template Advanced Send Message to SAP Method call i JNo result found Maintain SAP Logon Data Method call Open System for SAP Method call w Scheduled Actions Edit List E Mail to Reporter Mail Pet P int M P int i Schedule New Actions Repest Action Details Determination Log Storage System MA r Call Solution Manager Diagnostics Method call Actions Status Action Definition us l Send to External Service Desk Method call i We A TO Refreshn EA Servies Desk Methodes fu T Execute amp SLA Escalation MPT ive Send Solution to External Service Desk Method call B Start Delta Compilation cessi ji Start Delta Compilation cess TM Execute amp Start Delta Compilation Schedule TM Execute amp SLA Update Dates and Durations http jfitsamqav Expand 4Back 1 2 Forward p User Guide Chapter 2 User Scenarios asks Impacted Services Proposed Solution Workflow Related Records co Activities BLA KPI Metrics Attachments 0 SAF Solution Manager SAP Solution M
5. Update 12 01 13 19 58 16 Fa Additional information sent to External Helpdesk SAP Solution Manager E 5 Extend Activities tab to view the message of Journal Updates As shown in the following screenshot Service Manager receives the message that displays incident ID of Solution Manager Categorization and Assignment Tasks Impacted Services Workflow Proposed Solution Related Records 0 Activities SLA Attachments 0 SAP Solution Manager Vendor Update Type Ie Customer Visible Update Journal Updates 12 01 13 19 56 59 US Mountain ovictex ovictex Incident ID at external helpdesk is IM10146 12 01 13 19 56 26 US Mountain ovictex External Helpdesk SAP Solution Manager created new incident ID 8000000710 for this incident description from Solution Manager Group by Activity Type Date Time Type Operator 12 01 13 19 58 17 Update from Customer ovictex 12 01 13 19 56 59 External Update ovictex 6 Update the status to Work In Progress and fill other fields 7 Click Save 8 Type solution in the Solution text box in the Proposed Solution tab Page 66 of 73 User Guide Chapter 2 User Scenarios B Cancel 4 Previous Q Next ff Save amp Exit f Save Apply Template 4 Add info X Send Back More i US Mountain 12 01 13 20 31 42 Incident IM10146 has been updated by Incident Manager Incident IM10146 Title incident from Solution Manager
6. oO m New v le Urgency X Priority v 00 00 00 00 Category Relationships Reference Objects 5 Fill in the required fields for the new incident as necessary Type a Description and a Reporter for the incident Select a Priority in the drop down list Level 1 Level 2 Level 3 Level 4 Solution Category Related Problem Related Request for Change ia Related Knowledge Article O Installed Base Installed Base Component Oo Click Fill to select the Installed Base Component This field describes the client information of Solution Manager such as SystemID Installation Number and Client Complete the form with any other relevant information HP Service Manager Exchange with SAP Solution Manager 1 10 patch 1 Page 43 of 73 User Guide Chapter 2 User Scenarios v Details Edit General Data Category ID Level 1 Description incident from Solution Manager Level 2 Customer HPSVV R amp D SH Level 3 Reporter zhu zl lin Level 4 Processor Service Team ia Solution Category Processing Data Relationships Status New Related Problem fm Impact Urgency v Related Request for Change fm Recommended Priority Priority 2 High
7. Add Info Service Manager can synchronize with Solution Manager continually The action is bidirection Send Back Service Manager rejects the solution from Solution Manager The action is unidirection After the action the incident in Service Manager cannot be sent back again to Solution Manager 9 Click OK to close the incident window Check the solution from Service Manager Search the incident and open it As shown in the following screenshot Solution Manager receives the message solution from Service Manager from Service Manager Text Add Text Insert Text Template Maintain Text Templates Text Log Description 26 09 2012 08 2437 zhu wel D 26 09 2012 09 24 55 Solution from Service Manager HP Service Manager Exchange with SAP Solution Manager 1 10 patch 1 Page 5 of 73 User Guide Chapter 2 User Scenarios Send the incident back to Service Manager 1 2 Search the incident and open it Click Edit to switch the incident to edit mode Change the status to In Process Create New Scheduled Action Send to External Service Desk to send the incident back to Service Manager Click Displav to switch the incident to view mode Send the incident back to Solution Manager again 1 2 Log on to Service Manager as an Administrator Click Incident Management gt Incident Queue Find the incident from Solution Manager in the Incident Queue form Open the incident and c
8. Description default description Incident ID IM10146 Requested By Status Work In Progress T Contact Person Phase Investigation Location Affected Service MvDevices FIO FK Major Incident Affected CI SAPinstance800 ef Q R Escalated E Clis operational no outage Outage Start Time 12 01 13 19 56 28 3 Outage End Time Ez Categorization and Assignment Tasks Impacted Services Proposed Solution Workflow Related Records 0 Activities SLA Attachments 0 SAP Solution Manager Problem Candidate E Solution Solution from Service Manager l 9 Click Save 10 Click Send Solution to send solution provided bv Service Manager to Solution Manager 11 Click Cancel to release the incident 12 After a few minutes click the Sap Solution Manager tab to view the incident s status from Hidden Metadata SolutionProvided Indicates the incident has been sent with solution by Service Manager Categorization and Assignment Tasks Impacted Services Proposed Solution Workflow Related Records 0 Activities SLA Attachments 0 SAP Solution Manager SAP Solution Manager SAP SolMan 1 Exchange Status Provider SolutionProvided Date Update 12 01 13 19 58 16 fa Additional information sent to External Helpdesk SAP Solution Manager 12 01 13 20 38 05 Fa Solution is provided to External Helpdesk SAP Solution Manager E And the log is recorded with the message the solution is pr
9. KA Favorites EJ Assign LISE S EB Documentatior x Solution Manager Work Centers URL 7 User menu for zhu wei i Business Partner i BW Reporting Administrator h BWW Reporting Display User I Service Desk Administrator Work Center fra IA STL l BA SAP Solut Support Desk Service Desk Interface Work Center Support Desk s BA cms Manitorina EA eB A I E E S A oe ion Manager Work Center CURL SAP Solution Manager Work Centers ie SAP Solution Manager Configuration Root Cause Analysis Incident Management Job Management SAP Engagement and Service Delivery Solution Manager Adr a gt 4 OQuarulew Your assigned Business Partner zhu wei D 131 Projects Projects Requests for Change Change Documents _ My Quality Gate Management Projects System Recommendations Quality Manager Quality Advisory Board Favorites Maintenance Optimizer Configured 0 To Be Configured Project 0 License Management 0 Not 0 Queries ER ij ji Reports Testi Te w Common Tasks l b a Hew Request for Change Pl l 4 i l Hew Defect Correction Hew Maintenance Transaction IT Service Management Requests for Change w RelatedLinks l ie espana You have no Change Requests Configuration Validation m E a Maintenance Optimizer Requests 3 Click Common Tasks gt IT Service Management The SAP Solution
10. fm Impact Urgency v Related Request for Change fm Recommended Priority Priority 2 High Related Knowledge Article fm Dates Reference Objects Created 00 00 Installed Base 1 SOL MAN DATA REP Changed 00 00 1 Installed Base Component 3258 fm SLM 0020314982 800 First Response by v IRT Status UB 0 Due by v MANT Chati im Pc nw 6 Click Schedule new Action in Schedule Actions drop down section and select Send to External Service Desk from the list in the new window opened incident New E save Display BM Cancel F New Nev from Template 7 Create Follow Up Actiones Mores description from Solution Manager Scheduled Actions Webpage Dialog Processing Type t SAP Collaboration Display SAP Action Log Method call Send Message to SAF Method call SAP Hotes Maintain SAP Lagan Data Method call Open System for SAP Method call t Related Knowledge Articles E Mail ta Reporter Wisil Print Message Print Attachments 7 Attachment F URL vith Template Adva i Mo result found Refresh in Ext Service Desk Method call Scheduled Actions Edit List send Solution ta External Service Desk Method call L Schedule New Actions Repeat Action Details Determination Log Actions Status Action Definition mi Execute D Start Delta Compilation od ca ZHU wei Schedule mi Execute ik SLA Update Dates and Duratio Method call zhu wei Execute ra Automatical
11. 0 cece eee e cece ccc ccecceceeeceeceeceecees 31 Open a new incident to send to SAP L 32 Open the incident in Solution Manager se 2nn2n 34 Check updates in Service Manager 6 3 Synchronize new information with Solution Manager 2 38 HP Service Manager Exchange with SAP Solution Manager 1 10 patch 1 Page 3 of 73 User Guide Check updates from Service Manager 6 nn 38 Update the incident status in Solution Manager 6 2 39 Close the incident in Service Manager 2 40 Check the incident s status in Solution Manager 6 40 SAP Solution Manager 7 1 to SM 7 11 2 cece cece e ec ec e eee cece eeeceeceeseeseees 41 Create incident in Solution Manager 2 22 22 222 ce eee e ec ee cece ee ceeceeeceeteeceesees 41 Send solution in Service Manager nn 45 Check the solution from Service Manager 2 2 cece eee cece cee ceeceeceeccecceees 48 Send the incident back to Service Manager L 48 Send the incident back to Solution Manager again 2 22 22 22 eee cece cee ceecceeeeee 49 Close the incident in Solution Manager 2 202 02 cece eee e eee cee cece cece ee eeeeee 50 Check the incident s status in Service Manager 6 51 SAP Solution Manager 7 1 to SM 9 X L 51 Create incident in Solution Manager 6 52 Open new incident in Service Manager L nn 55 Check the solution from Service Manager 6 22 57 Send the incident back to Service Manager 58 Send the incident back to Solution
12. 2 alert stage 2 alert stage 2 alert stage 2 alert stage 2 alert stage 2 items Status Work In Progress Open Work In Progress Work In Progress Work In Progress Open Open Work In Progress Open Open Work In Progress Open Open Work In Progress Work In Progress Open Accepted Accepted Open Open Work In Progress Open Work In Progress Open Categorize Categorize Categorize Categorize Categorize Categorize SDU Application Application Application Application Application Application Application Application Application Application Application Application Application Application Application Application Application Application Application Application Application Application Application Application Application Application Application Application Application Application All Open Incidents Assignee Incident Manager Incident Coordinator Incident Manager Incident Manager Incident Manager Incident Manager Incident Coordinator Incident Manager Incident Manager Incident Coordinator Incident Coordinator Incident Analvst Incident Manager Incident Manager Incident Coordinator Incident Analvst Incident Coordinator Incident Manager Incident Manager Incident Manager Incident Analvst Incident Coordinator Incident Coordinator Incident Manager Brief Description Microsoft Office keeps asking to inst IE is not responding to users request When opening documents
13. Activities SLA KPI Metrics Attachments 0 SAP Solution Manager Vendor Update Type Customer Visible IF Update Journal Updates 11 28 2013 10 13 55 US Mountain event Incident ID at external helpdesk is 8000000709 11 28 13 03 13 33 US Mountain Jennifer Falcon Service Desk Incident IM10145 has been sent to SAP SolutionManager 8 Click Cancel to close the incident window Open the incident in Solution Manager 1 Logon to Solution Manager 2 Click Work Center gt SAP Solution Manager Work Center SAP GUI to open Solution Manager Work Center IE Menu Edit Favorites Extras System Help Ge MIET Cae CAR B A HE ee SAP Fasy Access User menu for zhu wei CS ga Other menu J w create role pE Assign Users Se Documentatior A Favorites z Solution Manager Work Centers URL ad User menu for zhu wei C Business Partner BWW Reporting Administrator BW Reporting Display User Service Desk Administrator bd SJ Wark Center l 5 amp SAP Solution Manager Work Center SAP KA SAP Solution Manager Work Center URL Support Desk Service Desk Interface Work Center Support Desk tr LMS Monitoring KA AL A LA A L kul HP Service Manager Exchange with SAP Solution Manager 1 10 patch 1 Page 34 of 73 User Guide Chapter 2 User Scenarios SAP Solution Manager Work Centers fo M SAP Solution Manager Configuration Root Cause Analysis In
14. Confirmed incident 8000000233 Incident from SM931T ml Save Display 4 WY The message is already closed Si cancel Di New New from Template JIE Create Follow Up Actions More w Details 2 Edit General Data ID Description Customer Reporter Processor Service Team Processing Data status Impact Recommended Priority Dates Created Changed First Response by IRT Status Due by MPT Status sO00000233 Incident from SMo31 HPSVw R amp D SH Zhu zl lin Zhu wel Contirmed Urgency Priority 2 High 26 09 2012 08 24 26 09 2012 09 04 im U i SM 9 x with Process Designer PD 9 30 3 to SAP Solution Manager 7 1 Create an incident in Service Manager Open a new incident to send to SAP HP Service Manager Exchange with SAP Solution Manager 1 10 patch 1 Page 30 of 73 User Guide Chapter 2 User Scenarios Open the incident in Solution Manager s m 34 Check updates in Service Manager 6 3 Synchronize new information with Solution Manager 6 38 Check updates from Service Manager c 38 Update the incident status in Solution Manager 0 0 2 02 ce eee e eee cee ccc ceccecceeceeceees 39 Close the incident in Service Manager c 40 Check the incident s status in Solution Manager L 40 1 Log on to Service Manager as Incident Manager 2 Click Incident Management 7 Open New Incident Click the Incident categorv The inciden
15. Create role ERA Assign users Bey Documentatior Sy Favorites A Solution Manager Work Centers URL User menu for zhu wei Business Partner t EW Reporting Administrator E BW Reporting Display User xD Service Desk Administrator kud Wo rk Center Witty Sai Bae ri Work ie olution Man iL dl EE anage SAPS E E Support Desk Service Desk Interface t E Work Center t Support Desk z fr LMS Monitoring KA A PT ae ea a ea me me ese olution M HP Service Manager Exchange with SAP Solution Manager 1 10 patch 1 Page 61 of 73 User Guide Chapter 2 User Scenarios SAP Solution Manager Work Centers Loar h SAP Solution Manager Configuration Root Cause Analysis Incident Management Job Management SAP Engagement and Service Delivery Solution Manager Acr H 4 gt Guarview Your assigned Business Partner zhu wei f D 131 Projects f Projects Requests for Change Change Documents z My Quality Gate Management Projects System Recommendations l l l l Qualitv Manager Quality Advisory Board Favorites Maintenance Optimizer l To Be Configured 0 To Be Configured 0 Project 0 License Management Not Started 0 Not Started 0 m Scope 0 Scope 0 Queries a a Build 0 Build 0 Reports Test 0 Test 0 ae TA Deploy 0 Deploy 0 Finished 0 Finished 0 Hew Request for Change ail 0 AN 0 Hew Defect Correction
16. ID 8000000233 Level 1 Description Incident from SM931 Level 2 Customer HPSVV R amp D SH Level 3 Reporter zhu zi lin Level 4 Processor zhu wei Service Team Solution Category Processing Data Relationships Status n Process Related Problem Impact r MM l Urgency r Related Request for Change Recommended Priority Priority 12 High v Related Knowledge Article Dates Reference Objects Created 26 09 2012 08 24 Installed Base 1 Changed 26 09 2012 08 24 Installed Base Component 3256 First Response by IRT Status B 0 Due by MPT Status B 0 SOL_MAN_DATA_REP SLM 0020314982 800 8 Click Add Text in Text drop down section to add description for the incident 9 Click Save The incident information synchronizes with Service Manager automatically Note Solution Manager autosaves the text field periodically The auto saved text field is not synchronized with Service Manager 10 Click Display to switch the incident to view mode Check updates in Service Manager 1 Click Incident Management gt Search Incidents The Display Which Incident Tickets form opens 2 Inthe Incident ID textbox type the ID of the new incident created in step 1 and click Search The incident opens HP Service Manager Exchange with SAP Solution Manager 1 10 patch 1 Page 26 of 73 User Guide Chapter 2 User Scenarios 3 Extendthe Sap Solution Manager tab to view the incident
17. Manager IT Service Management page opens in Explorer HP Service Manager Exchange with SAP Solution Manager 1 10 patch 1 Page 42 of 73 User Guide Chapter 2 User Scenarios STY Solution Manager IT Service Management Home Worklist Calendar E Mail Inbox Master Data i incident Management Search Activities Incidents Problems Change Request Mana Incident Management service Operations Create Incident Reports Request for Change Tack Knowledge Article Problem Detect Correction Incident Templates Knowledge Articles Problem Templates Solution Manager Reporting 4 Click Create gt Incident The Incident New page opens SAPA Solution Manager IT Service Management Home Worklist Calendar E Mail Inbox Master Data Change Request Mana Incident Management Service Operations Create Incident Request for Change Task Knowledge Article Problem Defect Correction Recent Items Incident New save Display Cancel F New New from Template ice product INVESTIGATION not found Create Follow Up Auto Complete Mores Spoons Personalize System News Log General Data Description Customer Reporter Processor Service Team Processing Data Status Impact Recommended Priority Dates Created Changed First Response by
18. Related Request for Cl Recommended Priority p Priority alow we Related Knowledge Dates Reference Objects IRT Status B 0 MPT Status 0 w Text Add Text Insert Text Template Maintain Text Templates Text Log Maximum Description 28 11 2013 11 13 21 zhu wei D 28 11 2013 11 13 18 11 2843 03 13 33 USMountain Jennifer Falcon Service Desk Incident IM10145 has been sent to SAP SolutionManager HP Service Manager Exchange with SAP Solution Manager 1 10 patch 1 Page 36 of 73 User Guide Chapter 2 User Scenarios 8 Click Add Textin Text drop down section to add description for the incident 9 AddRefresh in Ext Service Desk scheduled action 10 Click Save The incident information synchronizes with Service Manager automatically Note Solution Manager autosaves the text field periodically The auto saved text field is not synchronized with Service Manager 11 Click Display to switch the incident to view mode Check updates in Service Manager 1 Click Incident Management gt Search Incidents The Display Which Incident Tickets form opens 2 Inthe Incident ID textbox type the ID of the new incident created in step 1 and click Search The incident opens 3 Extend the Sap Solution Manager tab to view the incident s status from Hidden Metadata Requester Indicates the incident is sent by Service Manager Solution Manager is the provider
19. SAP Solution Manager drop down list HP Service Manager Exchange with SAP Solution Manager 1 10 patch 1 Page 11 of 73 User Guide Chapter 2 User Scenarios gp Incident Detail Sap Solution Manager Attachment SAP Solution Manager KAP 5olMani i SAP SolMand Hidden Metadata SAP SollManl 4 Click Send Incident to send the incident to SAP 5 Service Manager receives the Request accepted message after the incident is sent to middleware successfully Click OK to close the incident window i Incident IM10236 triggers external helpdesk exthdi with response s Request accepted Incident ID IM 10236 6 After afew minutes re open the incident to check whether it is sent to SAP If the incident is sent successfully Service Manager receives the Incident ID message from SAP qr Incident Detail lt Sap Solution Mana gr Activities Af ap Update Historic Activities 06 16 2012 07 40 19 local event ncident ID at external helpdesk is 8000000145 7 Click OK to close the incident window Journal Updates Open the incident in Solution Manager 1 Logon to Solution Manager 2 Click Work Center gt SAP Solution Manager Work Center SAP GUI to open Solution Manager Work Center HP Service Manager Exchange with SAP Solution Manager 1 10 patch 1 Page 12 of 73 User Guide Chapter 2 User Scenarios E Men G Edit ga Other menu 5 Favorites Favorites Extras
20. SAP and is certified by SAP Audience This document is intended for the following audiences HP Service Manager Exchange with SAP Solution Manager 1 10 patch 1 Page 5 of 73 User Guide Chapter 1 Background e Incident Analvsts and others involved in Incident Management such as operators e Solution Manager User e System Administrators for installation and initial configuration Prerequisites Refer to the HP Service Manager Exchange with SAP Solution Manager Installation and Administration Guide for the supported component versions Architecture SAP Solution Manager Service Desk 1 SAP Solution Manager Service Desk 2 HP Service Manager SAP Solution Manager Service Desk 3 St f Webservice SA p Database e HP Service Manager Server is the HP service desk system e Service Manager DB provides persistent storage for HP Service Manager e SMSSMEX Client Code consists of RAD and Java scripts table definitions and GUI formats The SMSSMEX webservices are called from this client code e WebServer is a Tomcat Web Application Server or WebLogic Application Server that hosts the SMSSMEX WebService deployed as a war file HP Service Manager Exchange with SAP Solution Manager 1 10 patch 1 Page 6 of 73 User Guide Chapter 1 Background e SMSSMEX Webservice exposes the incident webservice of HP Service Manager in the SAP format and transfers client requests to SAP Solution Manager webse
21. Status New v Related Problem 7 Request for Change Task Impact v Urgency Related Request for Change in ask ZI Knowledge Article Recommended Prioritv Priority Related Knowledge Article g Problem Dates Reference Objects Defect Correction Created 00 00 Installed Base Changed 00 00 Installed Base Component Oo Recent Items First Response by a 5 Fill in the required fields for the new incident as necessary Type a Description and a Reporter for the incident Selecta Priority in the drop down list a Click Fill to select the Installed Base Component This field describes the client information of Solution Manager such as SystemID Installation Number and Client Complete the form with any other relevant information HP Service Manager Exchange with SAP Solution Manager 1 10 patch 1 Page 53 of 73 User Guide Chapter 2 User Scenarios v Details Edit General Data Category ID Level 1 Description incident from Solution Manager Level 2 Customer HPSVV R amp D SH Level 3 Reporter zhu zl lin Level 4 Processor Service Team ia Solution Category Processing Data Relationships Status New Related Problem
22. System Help 48E C amp A CARB B AHA MM OM SAP Fasy Access User menu far zhu wei J w a l create role EP Assign Users Se Documentatior Solution Manager Work Centers URL kl User menu for zhu wei _ Business Partner _ BW Reporting Administrator BWW Reporting Display User Service Desk Administrator 4 _ Support Desk _ Service Desk Interface Work Center _ Support Desk g te COM Monitoring EA A A A er es E M ee eee SAP Solution Manager Work Centers SAP Solution Manager Configuration Root Cause Analysis Incident Management Job Management SAP Engagement and Service Delivery Solution Manager Adr 4 gt Guarview Your assigned Business Partner zhu wei f D 131 Projects Projects Requests for Change a Change Documents My Quality Gate Management Projects System Recommendations Quality Manager Quality Advisory Board Favorites Maintenance Optimizer Be Configured To Be Configured Project License Management U Not 0 Queries ve se l Reports fi Te w Common Tasks Deploy r Hew Request for Change a iad ki Hew Defect Correction Hew Maintenance Transaction L IT Service Management Requests for Change w Related Links BA CAF ce and You have no Change Requests Configuration Validation halla ee Maintenance Optimizer Requests 3 Click Co
23. new incident as necessary a Click Fill to select an Assignment Group b Click Fill to select the applicable Affected Service MyDevices c Click Fill to select the Affected CI The Cl describes the client information of Solution Manager such as SystemlD Installation Number and Client Caution You should first select Affected Service and then select Affected Cl Please follow the sequence d Typea Title for the incident Note The Default Impact and Priority values of the affected Cl are automatically Title HP Service Manager Exchange with SAP Solution Manager 1 10 patch 1 Page 21 of 73 User Guide Chapter 2 User Scenarios populated to the Impact and Urgency fields of the incident record You can manually change these auto populated values if needed Caution If you specify the Impact and Urgency values first and then specify an Affected Cl with an empty Default Impact or Priority value the Impact or Urgency value you selected for the incident record will be cleared e Type a Description for the incident f Click Search Knowledge icon to see if the issue is already logged in the knowledgebase g Complete the required fields in the Incident Details section h Complete the form with any other relevant information O HP Service Mana ger To Do Queue My To Do List Potentially Related Incidents by Asset Display Which Incident Tickets Incident Queue All Open Incidents ll Display Which Inciden
24. received from External Helpdesk re ae aT SAP Solution Manager 09 26 12 01 14 46 Open ovictex default description 6 Input Solution from Service Manager message into the Solution textbox in the Incident Detail tab Closure Code FI Knowledge Candidate Solution Solution from Service Manager 7 Click Send Solution to send solution provided by Service Manager to Solution Manager 8 After afew minutes click the Sap Solution Manager tab to view the incident s status from Hidden Metadata HP Service Manager Exchange with SAP Solution Manager 1 10 patch 1 Page 56 of 73 User Guide Chapter 2 User Scenarios SolutionProvided Indicates the incident has been sent with solution by Service Manager B ISap Solution Manager SAP Solution Manager exthd1 Q Hidden Metadata Provider SolutionProvided Date Update 09 26 12 01 24 41 Ful Solution is provided to External Helpdesk SAP Solution Manager And the log is recorded with the message the solution is proved to Solution Manager below the Hidden Metadata textbox The Send Solution button and the Send Back button are unavailable and only the Add Info button is active Send Solution Service Manager provides a solution to Solution Manager The action is unidirection After the action the incident in Service Manager cannot send a second solution Only adding new information into the incident is allowed Otherwise the incident will be sent back by Solution Manager
25. 000F09 SM Incident 2 HE SVW R amp D SH zhu zl liri H hal x T O a LI ustomer Action 2 12 2013 Coy oo hd jam oo ol l co I a ia Lam a Urgency Page 39 of 73 User Guide Chapter 2 User Scenarios Close the incident in Service Manager 1 Click Incident Management gt Search Incidents The Display Which Incident Tickets form opens 2 Inthe Incident ID textbox type the ID of the new incident created in step 1 and click Search The incident opens 3 Update Status to Resolved and provide solution 4 Click Save 5 Click Close SAP Incident to close the incident in Service Manager Caution The incident status in SAP Solution Manager MUST be Customer Action or Proposed Solution then the incident can be closed in HP Service Manager side Note Wait for a few minutes after you clicked the Close SAP Incident button The Close Incident action is unsynchronized between HP Service Manager and SAP Solution Manager Check the incident s status in Solution Manager 1 Search the incident and then open it 2 Solution Manager displays the message The message is already closed HP Service Manager Exchange with SAP Solution Manager 1 10 patch 1 Page 40 of 73 User Guide Chapter 2 User Scenarios 3 Theincident s status is changed to Confirmed incident 000000709 SM Incident 2 l Save Display 8 cancel F Mew Mew from Template JIE Create Follow U
26. 2 03 35 27 gt lt Solution is provided to External Helpdesk SAP Solution Manager vendor Reference Number Affected Items Service MyDevices AiQ py And the log is recorded with the message the solution is proved to Solution Manager below the Hidden Metadata textbox The Send Solution button and the Send Back button are unavailable and only the Add Info button is active Send Solution Service Manager provides a solution to Solution Manager The action is unidirection After the action the incident in Service Manager cannot send a second solution HP Service Manager Exchange with SAP Solution Manager 1 10 patch 1 Page 47 of 73 User Guide Chapter 2 User Scenarios Only adding new information into the incident is allowed Otherwise the incident will be sent back bv Solution Manager Add Info Service Manager can synchronize with Solution Manager continually The action is bidirection Send Back Service Manager rejects the solution from Solution Manager The action is unidirection After the action the incident in Service Manager cannot be sent back again to Solution Manager 9 Click OK to close the incident window Check the solution from Service Manager Search the incident and open it As shown in the following screenshot Solution Manager receives the message solution from Service Manager from Service Manager Text Add Text Insert Text Template Maintain Text Templates Tri
27. Center gt SAP Solution Manager Work Center SAP GUI to open Solution Manager Work Center E Menu G Edit Favorites Extras System Help SAP Fasy Access User menu for zhu wef Co ga Other menu Favorites a kr A Ge Solution Manager Work Centers URL bil User menu for zhu wei i Business Partner i BW Reporting Administrator h BWW Reporting Display User Service Desk Administrator Al Work s i JAF S saps Support Desk Service Desk Interface Work Center Support Desk mA CEMS Monitoring ETA 2 TA ee el os cate E SAP Solution Manager Work Centers M ee MminMl MM create role lt CEG GAR B A HE G EJ Assign LISEFS EB Documentatior SAP Solution Manager Configuration b I4 Overview Projects Pro jects Requests for Change Change Documents em Recommendations ent Qualitv Manager Maintenance Optimizer License Management Queries Reports w Common Tasks Hew Request for Change Hew Defect Correction Hew Maintenance Transaction IT Service Management Requests for Change w Related Links Schedule Manager Default SAP GUI Setting Configuration Validation SAP Links CAD Gunnar Dartal Root Cause Analysis Your assigned Business Partner zhu wei f D 131 My Quality Gate Management Projects Quality Advisory Board You have no Change Requests Maintenance Optimizer Requests Incident Management F
28. HP Service Manager Exchange with SAP Solution Manager Software Version 1 10 patch 1 For the supported Windows and UNIX operating systems User Guide Document Release Date July 2014 Software Release Date July 2014 User Guide Legal Notices Warrantv The only warranties for HP products and services are set forth in the express warranty statements accompanying such products and services Nothing herein should be construed as constituting an additional warranty HP shall not be liable for technical or editorial errors or omissions contained herein The information contained herein is subject to change without notice Restricted Rights Legend Confidential computer software Valid license from HP required for possession use or copying Consistent with FAR 12 211 and 12 212 Commercial Computer Software Computer Software Documentation and Technical Data for Commercial Items are licensed to the U S Government under vendor s standard commercial license Copyright Notice Copyright 1994 2014 Hewlett Packard Development Company L P Trademark Notices Adobe is a trademark of Adobe Systems Incorporated Microsoft and Windows are U S registered trademarks of Microsoft Corporation UNIX is a registered trademark of The Open Group Documentation Updates The title page of this document contains the following identifying information Software Version number which indicates the software version Document R
29. Manager again 6 2 58 Close the incident in Solution Manager 6 59 Check the incident s status in Service Manager 6 60 SAP Solution Manager 7 1 to SM 9 x with Process Designer PD 9 30 3 L 60 Create incident in Solution Manager nn 61 Send Solution in Service Manager c 65 Check the solution from Service Manager 2 22 222 ee eee cece cee ceecceceeceeeseee 68 Send the incident back to Service Manager c 68 Send the incident back to Solution Manager again LL cece cece cee cceccecceeceees 69 Close the incident in Solution Manager 2 22 22 22 eee ee eee e cece cece cecceeceeeeeeeeees 70 Check the incident s status in Service Manager 6 22 71 send Documentation Feedback 20 2 2 ccc c ccc ec ccc ceeeeeeceeeeeees 72 HP Service Manager Exchange with SAP Solution Manager 1 10 patch 1 Page 4 of 73 Chapter 1 Background li i qe U ej oop a sence te hence ceed osencee nese otnasiee tee nenie neces coos aanie ade canes anata stecenhecsees 5 aUe EE EEEE EEEE OTT TO ttul 5 Prerequisites LLL elec cece ccc e eee cece cece ee cceceecceeceecceccecceeccecceccecceceeeceeceeceers 6 AIC ALOC WES a a 6 Introduction This HP integration product implements HP Service Manager Exchange with SAP Solution Manager This version only implements Service Manager Incident Exchange with SAP Solution Manager Therefore this document focuses on the HP Incident Exchange Businesses today increasin
30. Microsoft Virus scan reports Multiple Virusses Microsoft Office Word can t startup Windows keeps changing Date and Windows language keeps changing E mail box runs full with SPAM E mail is not synchronizing My browser keeps giving msg Not r E mail runs full with SPAM Web browser not responding E mail is not synchronizing Microsoft Office Power Point can t st Microsoft Office Power Point won t s Web browser not responding Microsoft Office Words can t startup Windows language keeps changing Microsoft Office Excel does not start Microsoft Office spel checker check Laptop cannot boot Operating System VPN connection drops every 10 minu Microsoft Office Words reports on e Operating system language is Spanish SAP checker incident SAP checker incident SAP checker incident SAP checker incident SAP checker incident SAP checker incident Priority 4 Low 3 Ave 3 Ave 2 High 3 Ave 3 Ave 3 Ave 2 High 3 Ave 3 Ave 2 High 3 Ave 3 Ave 2 High 3 Ave 2 High 3 Ave 3 Ave 3 Ave 3 Ave 2 High 3 Ave 3 Ave 2 High 4 Low 4 Low 4 Low 4 Low 4 Low 4 Low Initial Img Urgency 4 User 4 Low 4 User 2 High 4 User 3 Ave 4 User 1 Criti 4 User 2 High 4 User 3 Ave 4 User 2 High 4 User l1 Criti 4 User 2 High 4 User 3 Ave 4 User 1 Criti 4 U
31. Related Knowledge Article fm Dates Reference Objects Created 00 00 Installed Base 1 SOL MAN DATA REP Changed 00 00 1 Installed Base Component 3258 fm SLM 0020314982 800 First Response by v IRT Status UB 0 Due by v MANT Chati im Pc nw 6 Click Schedule new Action in Schedule Actions drop down section and select Send to External Service Desk from the list in the new window opened incident New E save Display BM Cancel F New Nev from Template 7 Create Follow Up Actiones Mores description from Solution Manager Scheduled Actions Webpage Dialog Processing Type t SAP Collaboration Display SAP Action Log Method call Send Message to SAF Method call SAP Hotes Maintain SAP Lagan Data Method call Open System for SAP Method call t Related Knowledge Articles E Mail ta Reporter Wisil Print Message Print Attachments 7 Attachment F URL vith Template Adva i Mo result found Refresh in Ext Service Desk Method call Scheduled Actions Edit List send Solution ta External Service Desk Method call L Schedule New Actions Repeat Action Details Determination Log Actions Status Action Definition mi Execute D Start Delta Compilation od ca ZHU wei Schedule mi Execute ik SLA Update Dates and Duratio Method call zhu wei Execute ra Automatically synchronize with Ext Service Desk Method call Zhu wei 7 As shown in the following screenshot the n
32. Select a sechor H Managed State t Cl Changes i Relationship Changes ti Relationships ti Relationship Graph ti Software H Cl Owner H Subscribers 4 Location H Vendor H Audit 4 Metrics Financial Attachments 3 SAP Instance Info System D SLM instalaton Number 0020314962 Client 800 Toget Svstem ID Installation Number and Client information from SAP il 2 Log on to Service Manager as Config Admin Click Configuration Management gt Configuration Item Relationships Select MyDevices as the Upstream Cl Select the sapinstance ci as the Downstream Cl Fill in other fields Click Add HP Service Manager Exchange with SAP Solution Manager 1 10 patch 1 Page 9 of 73 User Guide Chapter 2 User Scenarios 7 Click OK up HP Service Manager To Do Queue My To Do List Configuration Item Relationship Fes Gok Cancel dh Add PP Save Q Find f Fill More Favorites and Dashboards f Configuration Item Relationship record added Configuration Management Configuration Management Administration Configuration Item Relationship Configuration Management Reports Configuration Management Setup Upstream CI MyDevices g Q a Relationship Name test CI Queue z 3 Configuration Item Relationships PO TA ee Manage Software Physical Search Cls Relationship Subtype Composition wif Incident Management Downstream Cls s SAPinstanceB00 000000 A Knowledge Ma
33. Services Proposed Solution Workflow Related Records 0 Activities SLA Attachments 0 SAP Solution Manager Vendor Update Type Update Tv Customer Visible 12 01 13 22 07 41 US Mountain ovictex ovictex External Helpdesk SAP Solution Manager rejected solution 12 01 13 20 37 15 US Mountain Incident Manager A solution for this Incident has been proposed to SAP SolutionManager 12 01 13 19 56 59 US Mountain ovictex ovictex Journal Updates 6 Click Send Back to send the incident back to Solution Manager 7 Click Cancel to release the incident in Service Manager 8 After a few minutes re open the incident and extend the Sap Solution Manager tab to view the incident s status from Hidden Metadata The Hidden Metadata field displays Provider ReguesterProcessing which means Solution Manager is processing the incident The incident s ownership is transferred to Solution Manager HP Service Manager Exchange with SAP Solution Manager 1 10 patch 1 Page 69 of 73 User Guide Chapter 2 User Scenarios Categorization and Assignment Tasks Impacted Services Proposed Solution Workflow Related Records 0 Activities SLA Attachments 0 SAP Solution Manager SAP Solution Manager Exchange Status SAP SolMan 1 Provider RequesterProcessing Date 12 01 13 19 58 16 12 01 13 20 38 05 12 01 13 22 39 59 9 Click Cancel to close the incident window Close the incident
34. SolMani bA Hidden Metadata Provvider ProviderProcessing oeriejiz 05 35 27 s slglution is provided ta External Helpdesk S4P Solution Manager aeriajiz 20 58 44 lt wnership transferred bo External Helpdesk SAP Solution Manager Click Activities tab gt Update tab and then type the send back reason in the Update textbox Click Send Back to send the incident back to Solution Manager After a few minutes re open the incident and click the Sap Solution Manager tab to view the incident s status from Hidden Metadata The Hidden Metadata field displays Provider RequesterProcessing which means Solution Manager is processing the incident The incident s ownership is transferred to Solution Manager HP Service Manager Exchange with SAP Solution Manager 1 10 patch 1 Page 49 of 73 User Guide Chapter 2 User Scenarios amp Incident Detail 4 Sap Solution Mana SAP SolMani FJA Provider RequesterProcessing 08 16 12 0335 27 gt lt Salution is provided to External Helpdesk S4P Solution Manager 08 19 12 20 58 44 08 20712 00 38 23 SAF Solution Manager Hidden Metadata s ZSOMMErship transferred to External Helpdesk SAP Solution Manager s ZSOwmership transferred to External Helpdesk SAP Solution Manager 8 Click OK to close the incident window Close the incident in Solution Manager 1 Search the incident and open it 2 Click Edit to switch the incident to edit mode 3 Change the status to Proposed So
35. Text Log Description 16 08 2012 11 35 25 zhu wel i D 16 08 2012 11 35 31 OBA BA 2 03 35 21 Us Mountain zhulin solution fram Service Manager Description 16 08 2012 11 10 57 zhu wei i L description fram Solution Manager Send the incident back to Service Manager 1 Logon to Solution Manager 2 Search the incident and open it 3 Click Edit to switch the incident to edit mode 4 Change the status to In Process 5 Add a scheduled action Send to External Service Desk HP Service Manager Exchange with SAP Solution Manager 1 10 patch 1 Page 48 of 73 User Guide Chapter 2 User Scenarios 6 Click Save to send the incident back to Service Manager 7 Click Display or Cancel to release the incident in Solution Manager Send the incident back to Solution Manager again 1 2 Log on to Service Manager as an Administrator Click Incident Management gt Incident Queue Find the incident from Solution Manager in the Incident Queue form Open the incident and check the updated information from Solution Manager Click the Sap Solution Manager tab to view the incident s status from Hidden Metadata The Hidden Metadata field displays Provider ProviderProcessing which means Solution Manager is waiting for the solution provided by Service manager Te Tih EERI amp Incident Detail Sap Solution Mana sg Activities e Affected Services SLA gr Related Records SAP Solution Manager SAP
36. anager IT Service Management Incident Management Home PEEMTI Search i x Worklist JA i Activities Calendar Incident Templates Incidents E Mail Inbox Knowledge Articles Problem Templates Master Data Problems Change Request Mana Incident Management La Reports Fl x Solution Manager Reporting Service Operations Create Incident Request for Change Task Knowledge Article Problem Defect Correction 4 Click Search gt Incidents to open the search window 5 Type the incident ID in Search Criteria and then click Search The incident is displayed in the Result List HP Service Manager Exchange with SAP Solution Manager 1 10 patch 1 Page 25 of 73 User Guide Chapter 2 User Scenarios Search Criteria ineidertib ji i C FI IK A is wbg QHeece Save Search As Result List 1 Incident Found CF Mew 1 Di Mew from Template ID IRT Status Create Follow Up IRT Usage IRT MPT MPT Status MPT Usage Description S000000 im O m OFS 6 Click the incident ID link to open the incident 7 Fill the required fields Reporter and change the Status to In Process Incident fram EM931 z z O a lej m v Details 2 Edit General Data Category
37. anager SAP SolMan 1 Exchange Status Requester ProviderProcessing Date Update 11 28 13 03 13 55 Fa Created incident in External Helpdesk SAP Solu E 4 Extend Activities tab to view the message of Journal Updates As shown in the following screenshot Service Manager receives the message Desc from Solution Manager from Solution Manager The read only textbox displays messages from Solution Manager every time the incident is updated Categorization and Assignment Tasks Impacted Services Proposed Solution Workflow Related Records 0 Activities SLA KPI Metrics Attachments 0 SAP Solution Manager Vendor Update Type T Customer Visible Update E Journal Updates 11 28 13 03 25 59 US Mountain ovictex ovictex Warning Contact not found Please create a new contact FirstName zhu LastName lin Email lin zhu hp com Additional information received from External Helpdesk SAP Solution Manager description from SAP 11 28 2013 10 13 55 US Mountain event Svnchronize new information with Solution Manager 1 Extend Activities tab to input Update from Service Manager message into New Update textbox Categorization and Assignment Tasks Impacted Services Proposed Solution Workflow Related Records 0 Activities SLA KPI Metrics Attachments 0 SAP Solution Manager Vendor Update Type Update T Customer Visible Upate from Service Ma
38. atus 0 Due by RANT Chahi ia G no Category Level 1 Level 2 Level 3 Level 4 Solution Category Relationships Related Problem Related Request for Change Related Knowledge Article Reference Objects Installed Base Installed Base Component ia SOL_MAN_DATA_REP 3258 a SLM 0020314982 800 6 Click Schedule new Action in Schedule Actions drop down section and select Send to External Service Desk from the list in the new window opened HP Service Manager Exchange with SAP Solution Manager 1 10 patch 1 Page 63 of 73 User Guide Chapter 2 User Scenarios incident New save Display BM Cancel F New Mew from Template 07 Create Follow Up Actionss Mores description from Solution Manager E Scheduled Actions Webpage Dialog T Action l Processing Type gt SAP Collaboration Display SAP Action Log Method call Send Message ta SAF Method call SAP Hotes Maintain SAP Logon Data Method call Open System tor SAFP Method call t Related Knowledge Articles E Mail to Reporter Mail Print Message Print Attachments Attachment F URL With Template Adva G Mo result found Refresh in Ext Service Desk Method call Send Solution to External Service Desk Method call Scheduled Actions Edit List LF Schedule Mew Actions Repeat Action Details Determination Log
39. avorites Job Management SAP Engagement and Service Delivery Solution Manager Adt 3 Click Common Tasks gt IT Service Management The SAP Solution Manager IT Service HP Service Manager Exchange with SAP Solution Manager 1 10 patch 1 Page 52 of 73 User Guide Chapter 2 User Scenarios Management page opens in Explorer i Solution Manager IT Service Management incident Management Home pesecees Search fi x wWorklist TS n Activities Calendar Incident Templates Incidents E Mail Inbox Knowledge Articles Problem Templates Master Data Problems Change Request Mana Incident Management Reports Fl x Sonia trenton Solution Manager Reporting Create Incident Request for Change Task Knowledge Article Problem Defect Correction 4 Click Create gt Incident The Incident New page opens SAPA Solution Manager IT Service Management Personalize System News Log 7 incident New Blsave Display 3 Cancel f New New from Template ID Create Follow Up Auto Complete Mores Home ea Service product INVESTIGATION not found ict 3 Details Edi Calendar General Data Category E Mail Inbox ID Level 1 Master Data Description teaz T Si N Change Request Mana Customer Level 3 Incident Management Reporter leg A Service Operations Processor Service Team Solution Category v Create Processing Data Relationships Incident
40. ce Manager Click Add Text to add a Reply type of Text This is the solution provided by SAP Add a Send Solution to External Service Desk scheduled action Click Save HP Service Manager Exchange with SAP Solution Manager 1 10 patch 1 Page 18 of 73 User Guide Chapter 2 User Scenarios 7 Click Displav or Cancel to release the incident in Solution Manager Details 2 Edit General Data IL Description Customer Reporter Processor Service Team Processing Data Status Impact Recommended Priority Dates Created Changed First Response by IET Status Ss0000001 45 incident fram Service Manager HFSALRAD 5H zhu zl lin ZAU wei Customer Action Urgency Priority 1 Very High 16 08 2012 09 25 16 08 2012 10 43 LI O Close the incident in Service Manager 1 Click Incident Management gt Search Incidents The Display Which Incident Tickets form opens 2 Inthe Incident ID textbox type the ID of the new incident created in step 1 and click Search The Incident opens 3 Click Close Incident to close the incident in Service Manager Caution The incident status in SAP Solution Manager MUST be Customer Action or Proposed Solution then the incident can be closed in HP Service Manager side Note Wait for a few minutes after you clicked the Close Incident button The Close Incident action is unsvnchronized between HP Service Manager and SAP Solution Manager HP Service Manager Exc
41. ces 15 Incident Management new IncidentID sd Caateegory Alert Status Status sou Assignee Brief Description Priority jp B EJ Tools n IM10204 incident alert stage 2 Open Application incident from sm 1 pi Incident Queue Saadi 110206 incident alert stage2 Open Application new incident from sm 1 bi L Open New Incident Search IM10208 incident alert stage2 Open Application sm 1 E Search Incidents IM10211 incident updated Closed Application incident from sm 1 1 1L Search Knowledgebase Refresh List 1M10213 incident updated Closed Application sm From 1 H EB Knowledge Management i IM10215 incident updated Closed Application sm 1 H Problem Management By Assignment IM10217 incident updated Closed Application sm From 1 Request Management IM10219 incident updated Closed Application sap 1 Fi l IM10220 incident updated Closed Application incident from sm 1 E Service Catalog 1M10223 incident alert stage2 Open Application sm 1 E Service Desk 1M10225 incident updated Closed Application desc from sap 1 t Service Level Management IM10226 incident updated Closed Application sm 1 fe System Administration IM10228 incident updated Closed Application sm2 1 Eg Tailoring IM10230 incident updated Closed Application sm3 1 E Approval Delegation IM10232 incident updated Open Application desc from sap 1 i lq ServiceManager Mail 1M10233 incident updated Open Application sm 1 ES IM10236 incident updated Closed Application incident from Se
42. cident Management Job Management SAP Engagement and Service Delivery Solution Manager Acr H 4 gt Your assigned Business Partner zhu wei f D 131 Overview Projects Projects Requests for Change Change Documents z My Quality Gate Management Projects System Recommendations l l l l Quality Manager Quality Advisory Board Favorites Maintenance Optimizer To Be Configured 0 To Be Configured 0 Project 0 License Management Not Started 0 Not Started 0 Scope 0 Scope 0 Queries ida Kai Build 0 Build 0 Reports Test 0 Test 0 ae TA Deploy 0 Deploy 0 Finished 0 Finished 0 Hew Request for Change AN 0 All 0 Hew Defect Correction ae i Hew Maintenance Transaction IT Service Management Requests for Change w Related Links Schedule Manager Default SAP GUI Setting Configuration Validation SAP Linke f Maintenance Optimizer Requests PAD Cimmrrt Dartal You have no Change Requests 3 Click Common Tasks gt IT Service Management The SAP Solution Manager IT Service Management page opens in Explorer STY Solution Manager IT Service Management Incident Management Home PEEMTI Search i x Worklist JA i Activities Calendar Incident Templates Incidents E Mail Inbox Knowledge Articles Problem Templates Master Data Problems Change Request Mana Incident Management La Reports Fl x Solution Manager Reporting Se
43. de 3 Change the status to In Process 4 Create New Scheduled Action Send to External Service Desk to send the incident back to Service Manager 5 Click Display to switch the incident to view mode HP Service Manager Exchange with SAP Solution Manager 1 10 patch 1 Page 68 of 73 User Guide Chapter 2 User Scenarios Send the incident back to Solution Manager again 1 Log on to Service Manager as Incident Manager 2 Click Incident Management gt Incident Queue Find the incident from Solution Manager in the Incident Queue form 3 Open the incident and check the updated information from Solution Manager 4 Extendthe Sap Solution Manager tab to view the incident s status from Hidden Metadata The Hidden Metadata field displavs Provider ProviderProcessing which means Solution Manager is waiting for the solution provided bv Service manager Categorization and Assignment Tasks Impacted Services Proposed Solution Workflow Related Records 0 Activities SLA Attachments 0 SAP Solution Manager SAP Solution Manager SAP SolMan 1 Exchange Status Provider ProviderProcessing Date Update 12 01 13 19 58 16 Fa Additional information sent to External Helpdesk SAP Solution Manager 12 01 13 20 38 05 Fa Solution is provided to External Helpdesk SAP Solution Manager Ful 5 Extend Activities tab to view the comments when SAP rejects the solution Categorization and Assignment Tasks Impacted
44. de Chapter 2 User Scenarios Check the incident s status in Service Manager 1 Log on to Service Manager as Incident Manager 2 Click Incident Management gt Incident Queue Find the incident from Solution Manager in the Incident Queue form 3 Open the incident and check the updated information from Solution Manager To Do Queue My To Do List Incident IM10138 8 Cancel More x Incident 1IM10138 Title Incident 2 Description 0020314982 Incident ID IM10138 Requested By falco Status Closed Contact Person FALC Phase Closure Location Affected Service MyDevices Q FK Major Incident Affected Cl SAP800 i AK Escalated Outage Start Time 01 22 14 22 53 57 Outage End Time 01 23 14 00 50 53 Summary Past Activities Workflow Categorization and Assignment Tasks Impacted Services Related Records 0 SLA KPI Metrics Attachments 0 SAP Solution Manager SAP Solution Manager SolutionManager1 Exchange Status Closed Date Update 01 23 14 01 09 16 Created incident in External Helpdesk SAP Solution Manager Incident Id at External Help 01 23 14 01 53 40 Additional information sent to External Helpdesk SAP Solution Manager 01 23 14 01 55 46 Incident IM10138 has been closed in the External Helpdesk SAP Solution Manager The Status field is Closed and all buttons about SAP are not available HP Service Manager Exchange with SAP Solution Manager 1 10 patch 1 Page 71 of 73 Send D
45. e incident and open it 2 Click Edit to switch the incident to edit mode 3 Change the status to Proposed Solution The incident s status must be change to Proposed Solution or Customer Action firstly if the incident is changed to Confirmed 4 Change the status to Confirmed again 5 Click Save to close the incident 6 Click Display to switch the incident to view mode Transaction 8000000236 saved HP Service Manager Exchange with SAP Solution Manager 1 10 patch 1 v Details 7 Edit General Data Category ID 8000000236 Level 1 Description Incident from Solution Manager Level 2 Customer HPSVV R amp D SH Level 3 Reporter zhu zl lin Level 4 Processor zhu wei Service Team Solution Category Processing Data Relationships Status Confirmed Related Problem Impact Urgency Related Request for Change Recommended Priority Priority 1 Very High Related Knowledge Article Dates Reference Objects Created 26 09 2012 09 14 Installed Base 1 Changed 26 09 2012 09 55 Installed Base Component 3255 First Response by IRT Status B 0 Due by MPT Status UB 0 Page 59 of 73 User Guide Chapter 2 User Scenarios Check the incident s status in Service Manager 1 2 Logon to Service Manager as an Administrator Click Incident Management 2 Incident Queue Find the incident from Solution Manager in the Incident Queue form Open the incident and check the updated information from Solution Manager
46. e updated information from Solution Manager The Status field is Closed and all buttons about SAP are not available SAP Solution Manager 7 1 to SM 9 x Z Update Incident Number IM10238 X EB OK 8 Cancel Save gf Undo Close Q Find Fill Clocks CZ Apply Template ts ili 9 la Q Incident ID Incident Detail Q Sap Solution Mana Q Activities Q Affected Services SLA Related Records 2 Status Closed pamen O Assignment Group Category incident Assignee Area Vendor Sub area Reference Number oe actin poe d rer ewe feted c al O CI is operational no outage SLA Target Date aa gej Outage End LoS M oO Problem Management Candidate Location DI Candidate for Knowledge DB Te Solution Description Search Knowledge ffefault description A Create incident in Solution Manager 6 nn nn 52 Open new incident in Service Manager 6 55 Check the solution from Service Manager 6 57 Send the incident back to Service Manager c 58 Send the incident back to Solution Manager again L 58 Close the incident in Solution Manager 2 2 02222 e cece ccc e eee e cee cece cee cece eee eeeeeeeees 59 Check the incident s status in Service Manager 6 60 HP Service Manager Exchange with SAP Solution Manager 1 10 patch 1 Page 51 of 73 User Guide Chapter 2 User Scenarios Create incident in Solution Manager 1 Logonto Solution Manager 2 Click Work
47. earch and register for software training Most of the support areas require that you register as an HP Passport user and sign in Many also require a support contract To register for an HP Passport ID go to http h20229 www2 hp com passport registration html To find more information about access levels go to http h20230 www2 hp com new access levels jsp HP Software Solutions Now accesses the HPSW Solution and Integration Portal Web site This site enables you to explore HP Product Solutions to meet your business needs includes a full list of Integrations between HP Products as well as a listing of ITIL Processes The URL for this Web site is http h20230 www2 hp com sc solutions index jsp HP Service Manager Exchange with SAP Solution Manager 1 10 patch 1 Page 2 of 73 User Guide Contents Chapter 1 Background nn 5 INFOGLIGOOM l u ila ia a a A 5 AUdIENCE eccesso e rt 5 PrereguUISitES tl ari net l ja snini ei t m knaten 6 Architecture LLL rr n nn nn nn nn nn 6 Chapter 2 User Scenarios LL nn 8 Set up SAP Instance Cl in Service Manager 0 02 022 22 e cece eee eee cece eee eee eeeeee 8 SM 7 11 to SAP Solution Manager 7 1 10 Create an incident in Service Manager 2 2 2 22 cece cee cee ceeceeceeeceeseeseeeees 10 Open a new incident to send to SAP LL 11 Open the incident in Solution Manager 0 2 02 cece e eee e cece ccc cecceecceceecceeceees 12 Check updates in Service Ma
48. elease Date which changes each time the document is updated e Software Release Date which indicates the release date of this version of the software To check for recent updates or to verify that you are using the most recent edition of a document go to http h20230 www2 hp com selfsolve manuals This site requires that you register for an HP Passport and sign in To register for an HP Passport ID go to http h20229 www2 hp com passport registration html Or click the New users please register link on the HP Passport login page You will also receive updated or new editions if you subscribe to the appropriate product support service Contact your HP sales representative for details Support Visit the HP Software Support Online web site at http www hp com go hpsoftwaresupport This web site provides contact information and details about the products services and support that HP Software offers HP Software online support provides customer self solve capabilities It provides a fast and efficient way to access interactive technical support tools needed to manage your business As a valued support customer you can benefit by using the support web site to Search for knowledge documents of interest Submit and track support cases and enhancement requests Download software patches Manage support contracts Look up HP support contacts Review information about available services Enter into discussions with other software customers Res
49. er receives the message description from SAP from Solution Manager The read only textbox displays messages from Solution Manager every time the incident is updated amp Incident Detail Sap Solution Mana G Activities Ge Affected Services 4 SL Update amp Journal Updates Historic Activities 06816 12 02 20 36 U5 Mountain fovickex dditional information received From External Helpdesk 5AF Solution Manager 08 16 12 02 14 03 USjMountain fovictexj dditional information received From External Helpdesk SAP Solution Manager escription From SAP 08 16 2012 07 40 19 local event ncident ID at external helpdesk is 8000000145 HP Service Manager Exchange with SAP Solution Manager 1 10 patch 1 Page 16 of 73 User Guide Chapter 2 User Scenarios 5 Click Activities tab gt Historic Activities tab to view updated log from Solution Manager MEDE tha BL f Incident Detail Sap Solution Mana l g Activities Affected Services l g SLA g Related Records Update 4 Journal Updates 81612 02 20 36 External Update ovictex Additional information received From Ex O8 16f12 02 14 04 External Update oviches Additional information received From Ex 816 12 01 40 19 Update From Customer ovictex B000000145 O8l16f12 01 25 18 operator update zhulin Incident has been sent ta SAF Solution o8 iejiz 01 15 47 Open zhulin test incident exchange Svnchronize new information with Solu
50. esk SAF Solution Manager 08 16 12 03 10 59 US Mounkain fovickes s zExternal Helpdesk SAP Solution Manager created new incident ID 8000000146 For this incident selncident ID at external helpdesk is 8000000146 6 Click Incident Detail tab to add solution to the Solution field HP Service Manager Exchange with SAP Solution Manager 1 10 patch 1 Page 46 of 73 User Guide Chapter 2 User Scenarios Incident Detail Sap Solution Mana Affected Services Related Records Incident Detail Sub area authorization error Impact 2 Site Dept sidi B Avsage Prioritv 2 High Alert Status DEADLIME ALERT Problem Management Candidate IM Candidate for Knowledge DB Closure Code Oooo Solution 7 Click Send Solution to send solution provided by Service Manager to Solution Manager 8 After a few minutes click the Sap Solution Manager tab to view the incident s status from Hidden Metadata SolutionProvided Indicates the incident has been sent with solution by Service Manager ia Update Incident Number IM10238 X ok BWeancel FI Save F Undo Close Q Find Ef Fill D Clocks Add Info Apply Template i Incident ID Q Incident Detail Sap Solution Mana Activities Q Affected Services gt SLA Q Related Records ik Status Open SAP Solution Manager SAP SolMani BA Assignment Group Application Hidden Metadata Provider SolutionProvided Assignee Update 08 16 1
51. eue My To Do List Update Incident Number IM10181 Display Which Incident Tickets Incident Queue All Open Incidents Potentially Related Incidents by Asset MR Cancel 5 Save amp Exit El Save 3 Close Incident FEI send Incident Apply Template More 7 i USMountain 09 262 00 14 01 Incident IM10181 has been opened by falcon amp Incident Details Incident ID JM1D181 Assignment Group Application ej a 3 P Status pen v Assignee ful Contact Vendor a Location EJ Wendor Ticket Category Incident Area ccess Bo a AA T Affected Service s MvDevioes g Affected CI BaPinstance800 p clis operational no outage Subarea kuthorization error BB Outage Start pare 2001401 Impact f Enterprise Outage End Urgency sp High Service Contract Priority 4 Critical SLA Target Date ji 4 4 EE Title Incident from SM931 Description Desc from SM931 Q Closure Code 7 Problem Candidate 7 Knowledge Candidate Solution 3 Extend the Sap Solution Manager tab and select a Solution Manager client in the SAP Solution Manager drop down list Sap Solution Manager SAP Solution Manager Hidden Metadata SAP SolMant SAP 5olMan SAP Salant 4 Click Send Incident to send the incident to SAP 5 Service Manager receives the Request accepted message after the incident is sent to middleware successf
52. ew action is waiting to be executed in the action list HP Service Manager Exchange with SAP Solution Manager 1 10 patch 1 Page 44 of 73 User Guide Chapter 2 User Scenarios Scheduled Actions Edit List F Schedule Hew Actions Repeat Action Details Determination Log Storage System Actions status Action Definition fil Execute A Send to External Service Desk M Execute eee Strategy Action Definition Exists mi Execute SLA Update Dates and Durations i Execute BEL Automatically synchronize with Ext Service Desk t Processing Log 8 Click Save to send the incident to Service Manager 9 Click Display to switch the incident to view mode Send solution in Service Manager 1 Logon to Service Manager as an Administrator 2 Click Incident Management gt Incident Queue Find the incident from Solution Manager in the Incident Queue form amp HP Service Manager Incident Queue All Open Incidents HP Service Manager Client File Edit Window Help IB ols a gt F Rle Ey BS System Navigator 3 g Sel E Display Which Incident Tickets E Incident Queue All Open Incidents X E amp Connection zhulin Back ez faq a Favorites and Dashboards se E Change Management Os ala G Configuration Management i E ta Configuration Management Reports i amp fe Resour
53. g Incident Details Incident ID IM10126 Status Closed Contact ZHU LIN Location Affected Service MvDevices g Ok Affected Cl SAPInstanceg00 EQ MFI Ciso perational no outage Outage Start Outage End service Contract SLA Target Date Fall E Title silncident from Solution Manager Description default description Q The Status field is Closed and all buttons about SAP are not available SAP Solution Manager 7 1 to SM 9 x with Process Designer PD 9 30 3 Create incident in Solution Manager nn nn 61 Send Solution in Service Manager 2 22 22 ce eee e eee cee cee cee cece cee cee eee eee ceeeeeeeees 65 Check the solution from Service Manager 2 222 222 ee eee e cece cece eee eeceeceeceeeseeseeees 68 Send the incident back to Service Manager c 68 Send the incident back to Solution Manager again L 69 HP Service Manager Exchange with SAP Solution Manager 1 10 patch 1 Page 60 of 73 User Guide Chapter 2 User Scenarios Close the incident in Solution Manager L nn 70 Check the incident s status in Service Manager 6 71 Create incident in Solution Manager 1 Logonto Solution Manager 2 Click Work Center gt SAP Solution Manager Work Center SAP GUI to open Solution Manager Work Center IE Menu Edit Favorites Extras System Help MK Cae CAR B i mM AA ee SAP Fasy Access User menu for zhu wei Ga ea Other menu ge Eb 7o wa jk
54. gly rely on their mission critical SAP applications Disruptions in the SAP environment have a severe business impact Keeping the system continuously available has never been more vital for success In any SAP landscape business process disruptions caused by an application or infrastructure incident must be proactively prevented If disruptions do occur they need to be quickly and efficiently resolved HP and SAP have teamed up to solve this issue Incident management in enterprises today consists of disconnected incident management systems that often implement divergent processes This situation diminishes collaboration within IT operations lowers quality of service and productivity The integration of SAP Solution Manager Service Desk with HP Service Manager provides a cohesive Incident and Service Request Management solution for the entire enterprise resulting in higher enterprise availability improved service quality and reduced IT costs HP Incident Exchange builds a dynamic link between HP Service Manager Software and SAP Solution Manager Service Desk and improves the Incident and Service Request Management Process throughout the entire enterprise HP Incident Exchange offers dynamic integration between HP Service Manager and SAP Solution Manager Service Desk for improved incident workflow The interface to exchange support messages between HP Service Manager and SAP Solution Manager Service Desk was designed and developed jointly by HP and
55. hange with SAP Solution Manager 1 10 patch 1 Page 19 of 73 User Guide Chapter 2 User Scenarios Check the incident s status in Solution Manager 1 Search the incident and then open it 2 Solution Manager displavs the message The message is alreadv closed 3 Theincident s status is changed to Confirmed incident 8000000145 incident from Service Manager l Save Display 28 Cancel F Mew Mew from Template JIEJ Create Follow Up Actions Mores Q The message is already closed Details 2 Edit General Data ID SODDOOD45 Description incident from Service Manager Customer HPSW R amp D SH Reporter zhu zl lin Processor zhu wei Service Team Processing Data Status Confirmed Impact Urgency Recommended Priority Priority 1 Very High Dates Created 16 08 2012 09 25 Changed 16 08 2012 10 46 First Response by IET Status i O Due by MPT Status i 0 SM 9 x to SAP Solution Manager 7 1 Create an incident in Service Manager 2 21 Open a new incident to send to SAP c 22 Open the incident in Solution Manager se nrnn nn nnnnnnnnnn 24 Check updates in Service Manager 2 2 2 2 2c cece cece ec cece e eee cece cece ec eeceeeeeeeee 26 Synchronize new information with Solution Manager 0 22 02222 e eee cece cece eee eee eee 2 HP Service Manager Exchange with SAP Solution Manager 1 10 patch 1 Page 20 of 73 User Guide Chapter 2 User Scenarios Check updates f
56. heck the updated information from Solution Manager Extend the Sap Solution Manager tab to view the incident s status from Hidden Metadata The Hidden Metadata field displays Provider ProviderProcessing which means Solution Manager is waiting for the solution provided by Service manager Sap Solution Manager SAP Solution Manager exthd1 Q Hidden Metadata Provider ProviderProcessing Date Update 09 26 12 01 24 41 Ful Solution is provided to External Helpdesk SAP Solution Manager Extend Activities tab to input send back reason in the New Update textbox Click Send Back to send the incident back to Solution Manager After a few minutes re open the incident and extend the Sap Solution Manager tab to view the incident s status from Hidden Metadata The Hidden Metadata field displays Provider RequesterProcessing which means Solution Manager is processing the incident The incident s ownership is transferred to Solution Manager HP Service Manager Exchange with SAP Solution Manager 1 10 patch 1 Page 58 of 73 User Guide Chapter 2 User Scenarios exthdi a Provider RequesterProcessing SAFP Solution Manager Hidden Metadata Date Update 09 26 12 01 24 44 09 26 12 01 50 26 E Solution is provided to External Helpdesk SAP Solution Manager Fl Ownership transferred ta External Helpdesk SAP Solution Manager 8 Click Cancel to close the incident window Close the incident in Solution Manager 1 Search th
57. in Solution Manager 1 Search the incident and open it 2 Click Edit to switch the incident to edit mode 3 Change the status to Proposed Solution Update fi Additional information sent to External Helpdesk SAP Solution Manager Fa Solution is provided to External Helpdesk SAP Solution Manager El Ownership transferred to External Helpdesk SAP Solution Manager The incident s status must be change to Proposed Solution or Customer Action before the incident is changed to Confirmed 4 Change the status to Confirmed 5 Click Save to close the incident incident 8000000710 incident from Solution Manager E Save Display J Cancel F New New from Template JIE Create Follow Up Actions Mores Transaction 8000000710 saved v Details 7 Edit General Data Category ID 8000000710 Level 1 Description incident from Solution Manager Level 2 Customer HPSAL RAD SH Level 3 Reporter zhu zl lin Level 4 Processor zhu wei Service Team Solution Category Processing Data Relationships Status Confirmed Related Problem Impact Urgency Related Request for Change Recommended Priority Priority 4 Low Related Knowledge Article Dates Reference Objects Created 02 12 2013 03 56 Installed Base 1 Changed 02 12 2013 07 05 Installed Base Component 3258 First Response by IRT Status B 0 Due bw MPT Status 0 HP Service Manager Exchange with SAP Solution Manager 1 10 patch 1 Page 70 of 73 User Gui
58. intain Text Templates Description description from SAP 9 Click Save The incident information synchronizes with Service Manager automatically Note Solution Manager autosaves the text field periodically The auto saved text field is not synchronized with Service Manager 10 Click Display to switch the incident to view mode HP Service Manager Exchange with SAP Solution Manager 1 10 patch 1 Page 15 of 73 User Guide Chapter 2 User Scenarios Check updates in Service Manager 1 Click Incident Management gt Search Incidents The Display Which Incident Tickets form opens 2 Inthe Incident ID textbox type the ID of the new incident created in step 1 and click Search The Incident opens 3 Click the Sap Solution Manager tab to view the incident s status from Hidden Metadata Requester Indicates the incident is sent by Service Manager Solution Manager is the provider ProviderProcessing Indicates the incident is being processed by Solution Manager pn Incident Detail Sap Solution Mana G Activities Affected Services G SLO g Related Records ii SAF Solution Manager SAF SolMani bale Hidden Metadata Requester ProviderPracessing 8 16 12 03 29 45 gt lt Created incident in External Helpdesk SAP Solution Manager Incident Id at External Helpd 4 Click Activities tab gt Journal Updates tab to view the message from Solution Manager As shown in the following screenshot Service Manag
59. lick Displav to switch to the view mode Details LA Edit General Data IL Description Customer Reporter Processor Service Team Processing Data Statys Impact Recommended Priority Dates Created Changed First Response by IET Status S000000233 Incident tram EM431 HPSWW R amp D SH zhu zl lin ZHU wej Mm oa Customer Action Urgency Priority I High 26 09 201 2 08 24 26 09 2012 08 50 j U fis Close the incident in Service Manager 1 Click Incident Management gt Search Incidents The Display Which Incident Tickets form opens 2 Inthe Incident ID textbox type the ID of the new incident created in step 1 and click Search The incident opens 3 Click Close SAP Incident to close the incident in Service Manager Caution The incident status in SAP Solution Manager MUST be Customer Action or Proposed Solution then the incident can be closed in HP Service Manager side Note Wait for a few minutes after you clicked the Close SAP Incident button The Close Incident action is unsynchronized between HP Service Manager and SAP Solution Manager HP Service Manager Exchange with SAP Solution Manager 1 10 patch 1 Page 29 of 73 User Guide Chapter 2 User Scenarios Check the incident s status in Solution Manager 1 Search the incident and then open it 2 Solution Manager displavs the message The message is alreadv closed 3 Theincident s status is changed to
60. lis operational no outage Outage Start Time 11 28 13 02 30 58 Fi Outage End Time l es ee Categorization and Assignment Tasks Impacted Services Workflow l Proposed Solution Related Records 0 Activities SLA Attachments 0 SAP Solution Manager SAP Solution Manager SAP SolMan 1 e Exchange Status Date Update iz 4 Update the Status field to Work In Progress fill in other fields and then click Save 5 Click Send Incident to send the incident to SAP 6 Service Manager receives the Request accepted message after the incident is sent to middleware successfully Click Save amp Exit to close the incident window To Do Queue My To Do List Incident IM10136 JE Cancel i Save amp Exit E Save Apply Template More il SAP Solution Manager has received Incident IM10136 from Service Manager This incident is being processed Incident IM10136 Title BM Incident Description Incident from SM Incident ID IM10136 Status Work In Progress Phase Investigation 7 Afterafew minutes re open the incident to check whether it is sent to SAP HP Service Manager Exchange with SAP Solution Manager 1 10 patch 1 Page 33 of 73 User Guide Chapter 2 User Scenarios If the incident is sent successfully Service Manager receives the Incident ID message from SAP Categorization and Assignment Tasks Impacted Services Proposed Solution Workflow Related Records 0
61. lution The incident s status must be change to Proposed Solution or Customer Action firstiv if the incident is changed to Confirmed 4 Change the status to Confirmed again 5 Click Save to close the incident 6 Click Display to switch the incident to view mode incident 8000000146 incident from Solution Manager Save iDisplay J Cancel Cf New New from Template JIE Create Follow Up Actionss Mores Recsccenecccssneseeed Transaction 80000001 46 saved w Details 7 Edit General Data Category ID 8000000146 Level 1 Description incident from Solution Manager Level 2 Customer HPSW R amp D SH Level 3 Reporter zhu zl lin Level 4 Processor zhu wei Service Team Solution Category Processing Data Relationships Status Confirmed Related Problem Impact Urgency Related Request for Change Recommended Priority Priority 2 High Related Knowledge Article Dates Reference Objects Created 16 08 2012 11 11 Installed Base 1 Changed 20 08 2012 08 51 Installed Base Component 3258 First Response by IRT Status UB 0 Due by HP Service Manager Exchange with SAP Solution Manager 1 10 patch 1 Page 50 of 73 User Guide Chapter 2 User Scenarios Check the incident s status in Service Manager 1 Logon to Service Manager as an Administrator 2 Click Incident Management gt Incident Queue Find the incident from Solution Manager in the Incident Queue form 3 Open the incident and check th
62. lution Manager 1 Extend Activities tab to input Update from Service Manager message into New Update textbox G Activities New Update Type r Visible to Customer New Update Update from Service Manager 2 Click Add Info to synchronize with Solution Manager and then Service Manager receives the message Request Accepted 3 Click Cancel to close the incident window HP Service Manager Exchange with SAP Solution Manager 1 10 patch 1 Page 27 of 73 User Guide Chapter 2 User Scenarios Check updates from Service Manager 1 Search the incident and then open it 2 As shown in the following screenshot Solution Manager receives update from Service Manager Text Add Text Insert Text Template Maintain Text Templates Text Log Description 26 09 2012 09 28 55 zhu wei i D 26 09 2012 09 26 54 092672012 OF 25 55 US Mountain Event Incident ID at external helpdesk is 2000000237 09 26 2 01 26 51 USiMountain falcons Update from Service Manager Update the incident status in Solution Manager 1 Search the incident and open it 2 Click Edit to switch to the edit mode 3 Change the status to Customer Action and then save it The incident s status must be changed to Customer Action or Proposed Solution in Solution Manager if the incident is closed in Service Manager HP Service Manager Exchange with SAP Solution Manager 1 10 patch 1 Page 28 of 73 User Guide Chapter 2 User Scenarios 4 C
63. ly synchronize with Ext Service Desk Method call Zhu wei 7 As shown in the following screenshot the new action is waiting to be executed in the action list HP Service Manager Exchange with SAP Solution Manager 1 10 patch 1 Page 54 of 73 User Guide Chapter 2 User Scenarios Scheduled Actions Edit List Schedule Mew Actions Repeat Action Details Determination Log Storage System Actions Status Action Detinition fil Execute A Send to External Service Desk M Execute ka eee Strategy Action Definition Exists mi Execute KA SLA Update Dates and Durations i Execute i Automatically synchronize with Ext Service Desk t Processing Log 8 Click Save to send the incident to Service Manager 9 Click Display to switch the incident to view mode Open new incident in Service Manager 1 Logon to Service Manager as an Administrator 2 Click Incident Management gt Incident Queue Find the incident from Solution Manager in the Incident Queue form l To Do Queue My To Do List Display Which Incident Tickets Display Which Incident Tickets Incident Queue All Open Incidents Incident Queue All Open Incidents Back Zf New Q Search 6 Refresh By Assignment Group Morey Incident Queue Incident View All Open Incidents e 7 IncidentiD Category Alert Status Status SDU A
64. mmon Tasks gt IT Service Management The SAP Solution Manager IT Service Management page opens in Explorer HP Service Manager Exchange with SAP Solution Manager 1 10 patch 1 Page 13 of 73 User Guide Chapter 2 User Scenarios STY Solution Manager IT Service Management i incident Management Home Search Fi x Worklist PO Activities Calendar Incident Templates Incidents E Mail Inbox Knowledge Articles Problem Templates Master Data Probleme Change Request Mana Incident Management La Reports Fl x Solution Manager Reporting Service Operations Create Incident Request for Change Task Knowledge Article Problem Defect Correction 4 Click Search gt Incidents to open the search window 5 Type the incident ID in Search Criteria and then click Search The incident is displayed in the Result List Search incidents Back Search Criteria Hide Search Fie Incident ID 000000145 Talo o a g gak ll LI 1 I LI usiness Partner ID Maximum Number of Results Result List 1 Incident Found New 7 F New from Template Create Follow Up fi amp A ID IRT Status IRT Usage IRT MPT Status MPT Usage MPT Description Priority Created On Status Reporter Category Transactio 6000000145 a 0 0 incident from Service Manager 1 Very High 16 08 2012 New Incident 6 Click the incident ID link to open the incident 7 Fill the required fields Repor
65. nagement f Q Legacy Incident Management g Q ga Outage Dependency E Outage Dependency This Configuration item will be considered down if or more of the supporting configuration items are down Create an incident in Service Manager 2 10 Open a new incident to send to SAP L 11 Open the incident in Solution Manager c 12 Check updates in Service Manager 6 nn 16 Synchronize new information with Solution Manager LLL 222 2222 e ee eee ee eee ee eee 17 Check updates from Service Manager 2 2 2 22 c cece eee c cece cece ccc aoao aooaa onoo nrnna nn 18 Update the incident status in Solution Manager 2 2 22 222 22 e cece eee e cece cecceeceeceeeeees 18 Close the incident in Service Manager 0 2 2 c cece cece ccc e cece cee ceeccecccccecceeceeceeces 19 Check the incident s status in Solution Manager 02 02 2 2 22 e eee eee cece cece eee eeeeeee 20 Create an incident in Service Manager 1 Logon to Service Manager as a user with the open incident permission 2 Click Incident Management gt Open New Incident The incident ticket quick add form opens 3 Fill in required fields for the new incident as necessary HP Service Manager Exchange with SAP Solution Manager 1 10 patch 1 Page 10 of 73 User Guide Chapter 2 User Scenarios a Set MvDevices for the Service field Selecta Clof the SAPInstance type for the Affected CI field The SAPInstance CI describes the client inf
66. nager 2 2 22 2c cece eee cece cee cece ee cceceeceeeseeseeees 16 Synchronize new information with Solution Manager 2 222 2222 eee eee eee ee ee 17 Check updates from Service Manager c 18 Update the incident status in Solution Manager 0 0 0 0 e cece eee cee cceccecceeeee 18 Close the incident in Service Manager sl 19 Check the incident s status in Solution Manager 2 22 22 2 2 22 e eee ee cece eeeees 20 SM 9 x to SAP Solution Manager 7 1 nn 20 Create an incident in Service Manager 22 2 22 ce cee cece cee ccececceeeceeceeceeeees 21 Open a new incident to send to SAP L 22 Open the incident in Solution Manager c 24 Check updates in Service Manager 2 cece cece e cee cece cee ceecceccecceccecceeceeees 26 Synchronize new information with Solution Manager 2 22 22 2 cece cece eee ee eee 2 Check updates from Service Manager 2 2 2 22 c ec ee cece eee eeceecceceeeeeeceeee 28 Update the incident status in Solution Manager 0 02 0222 e eee eee eee eee eee 28 Close the incident in Service Manager 0 2 c cece eee cece ccc cecceecceceeccecceees 29 Check the incident s status in Solution Manager 22 22 22 22 c eee eee cece eeeees 30 SM 9 x with Process Designer PD 9 30 3 to SAP Solution Manager 7 1 30 Create an incident in Service Manager 2
67. nager li 2 Click Add Info to svnchronize with Solution Manager and then Service Manager receives the message being processed 3 Click Cancel to close the incident window Check updates from Service Manager 1 Search the incident and then open it 2 As shown in the following screenshot Solution Manager receives update from Service Manager HP Service Manager Exchange with SAP Solution Manager 1 10 patch 1 Page 38 of 73 User Guide Chapter 2 User Scenarios Text Add Text Text Log Description 02 12 2013 0321 43 zhu wel D 02 12 2013 03 21 44 Insert Text Template 120113 19 21 52 US Mountain Jennifer Falcons Upate from Service Manager Information for this Incident has been added in SAF Solutionklana er Maintain Text Templates Update the incident status in Solution Manager 1 Search the incident and open it 2 Click Edit to switch to the edit mode 3 Change the status to Customer Action and then save it The incident s status must be changed to Customer Action or Proposed Solution in Solution Manager if the incident is closed in Service Manager 4 Click Display to switch to the view mode Details Li Edit General Data ID Description Customer Reporter Processor Service Team Processing Data Status Impact Recommended Priority Dates Created Changed First Response by IFT Status HP Service Manager Exchange with SAP Solution Manager 1 10 patch 1 OO0
68. nal helpdesk is IM10146 Send Solution in Service Manager 1 Logon to Service Manager as Incident Manager Maintain Text Templates 2 Click Incident Management gt Incident Queue Find the incident from Solution Manager in the Incident Queue form Incident Queue All Open Incidents A New Q Search o Refresh tii By Assignment Group More v Incident Queue Incident F Incident ID Category FI 10005 incident E M10014 incident F M10024 complaint T 1M10030 incident hm M10063 incident E m10065 complaint MI M10066 complaint MI M10070 incident IT M10073 incident E M10077 incident E 1M10089 incident FI m10098 incident E M10101 incident T M10106 incident m M10107 incident T M10108 incident E M10118 incident T 1M10120 incident F M10124 incident m 1M10126 incident E M10127 incident 1M10128 complaint E M10129 incident E M10131 complaint E M10137 incident E M10138 incident F M10139 incident T 1M10140 incident E M10141 incident E M10142 incident ap J Assignment Group E mail Webmail South America 1 Alert Status updated updated updated updated updated updated updated updated updated updated updated updated updated updated updated updated updated updated updated updated updated updated updated updated alert stage
69. ncident updated Open Application HP Incident for SAP 116 2 2 2 incident IM10185 incident updated Open Application HP Incident for SAP 200 2 2 2 incident 3 Open the incident and check the updated information from Solution Manager 4 Extend the Sap Solution Manager tab to view the incident s status from Hidden Metadata HP Service Manager Exchange with SAP Solution Manager 1 10 patch 1 Page 55 of 73 User Guide Chapter 2 User Scenarios Provider Indicates the incident is requested by Solution Manager Service Manager provides the solution to Solution Manager ProviderProcessing Indicates the incident is being processed by Service Manager Sap Solution Manager SAP Solution Manager exthdi eg Hidden Metadata Provider ProviderProcessing Date Update 5 Extend Activities tab to view the message of Journal Updates As shown in the following screenshot Service Manager receives the message that displays incident ID of Solution Manager G Activities New Update Type v FI visible to Customer New Update Journal Updates 09 26 12 01 14 49 US Mountain ovictex Additional information received from External Helpdesk SAP Solution Manager 09 26 12 01 14 45 US Mountain ovictex External Helpdesk SAP Solution Manager created new incident ID 8000000236 for this incident lama 4 Actvty Type is Date Time Type Operator Description 09 26 12 01 14 50 External Update r Additional information
70. ocumentation Feedback If you have comments about this document you can contact the documentation team by email If an email client is configured on this system click the link above and an email window opens with the following information in the subject line Feedback on User Guide Service Manager Exchange with SAP Solution Manager 1 10 patch 1 Just add your feedback to the email and click send If no email client is available copy the information above to a new message in a web mail client and send your feedback to ovdoc itsm hp com We appreciate your feedback HP Service Manager Exchange with SAP Solution Manager 1 10 patch 1 Page 72 of 73 ifa Java COMPATIBLE
71. ormation of Solution Manager such as SvstemlD Installation Number and Client Caution You should first select Affected Service and then select Affected Cl Please follow the sequence 4 Complete the other required fields 5 Click Submit and then click Open New Incident to create an incident Open a new incident to send to SAP 1 Click Incident Management gt Search Incidents The Display Which Incident Tickets form opens 2 Inthe Incident ID textbox type the ID of the new incident created in step 1 and click Search The incident opens New Incident E Incident Queue All Open Incidents E Update Incident Number 110236 X S Hok MCancel E Save PM Undo Close Q Find Ef Fill Clocks Send Incident Apply Template fa di la Incident ID Q Incident Detail Sap Solution Mana Activities Q Affected Services SLA Q Related Records ik seins ce IO hd assgment Group slat Al Category mit ved toes ena er mm A CP jia Items Urgency 1 Critical Serves fences ETM ety Affected CI SaPInstances00 aA O cI is operational no outage SLA Target Date 08 20 12 12 00 00 M Outage Start 08 16 12 01 15 47 MM Alert Status open Out End sac Oooo MA E Problem Management Candidate ina Solution incident from Service Manager Description Search Knowledge ji incident exchange a 3 Click the Sap Solution Manager tab and select a Solution Manager client in the
72. oved to Solution Manager below the Hidden Metadata textbox The Send Solution button and the Send Back button are unavailable and only the Add Info button is active Send Solution Service Manager provides a solution to Solution Manager The action is unidirection After the action the incident in Service Manager cannot send a second solution HP Service Manager Exchange with SAP Solution Manager 1 10 patch 1 Page 67 of 73 User Guide Chapter 2 User Scenarios Only adding new information into the incident is allowed Otherwise the incident will be sent back by Solution Manager Add Info Service Manager can synchronize with Solution Manager continually The action is bidirection Send Back Service Manager rejects the incident from Solution Manager The action is unidirection After the action the incident in Service Manager cannot be sent back again to Solution Manager 13 Click Cancel to close the incident window Check the solution from Service Manager Search the incident and open it As shown in the following screenshot Solution Manager receives the message solution from Service Manager from Service Manager Text Add Texts Insert Text Template Maintain Text Templates Text Log Description 02 12 2013 04 37 27 zhu wei D 02 12 2013 043724 solution from Service Wanager Send the incident back to Service Manager 1 Search the incident and open it 2 Click Edit to switch the incident to edit mo
73. p Actions Mores QO The message is already closed L Details Edi General Data Ib SODOOOD7OS Description SM Incident 2 Customer HPSVY R amp 0 SH Reporter zhu zl lin Processor ZHU wei Service Team Processing Data Status Confirmed Impact Urgency Recommended Priority Priority 4 Low Create incident in Solution Manager 2 22 02 nn 41 Send solution in Service Manager 22 222 22 e eee e cece cece ccc ec cec cee ceeceeceeeseeseeseeees 45 Check the solution from Service Manager 2 2 22 2e eee eee ec ee ccc ccc eceeceeceecceeseeseeees 48 Send the incident back to Service Manager 2 00 e eee e cee cece ccc ceccecceeceeceecceceee 48 Send the incident back to Solution Manager again 2 22 2 2 222 c cece eee cece cece cece ceeeee 49 Close the incident in Solution Manager 2 2 22 22 cece eee eee e cece ccc eecceeceeceeceereeesees 50 Check the incident s status in Service Manager 6 51 Create incident in Solution Manager 1 Log on to Solution Manager 2 Click Work Center gt SAP Solution Manager Work Center SAP GUI to open Solution Manager Work Center HP Service Manager Exchange with SAP Solution Manager 1 10 patch 1 Page 41 of 73 User Guide Chapter 2 User Scenarios IE Menu Edit Favorites Extras System Help G 4H Cee CHER STA Hea ee SAP Fasy Access User menu for zhu wei Li create role ca ea Other menu W
74. pport Desk Service Desk Interface e E Work Center E E Support Desk g te COM Monitoring KA ma IA L HP Service Manager Exchange with SAP Solution Manager 1 10 patch 1 Page 24 of 73 User Guide Chapter 2 User Scenarios SAP Solution Manager Work Centers fo M SAP Solution Manager Configuration Root Cause Analysis Incident Management Job Management SAP Engagement and Service Delivery Solution Manager Acr H 4 gt Your assigned Business Partner zhu wei f D 131 Overview Projects Projects Requests for Change Change Documents z My Quality Gate Management Projects System Recommendations l l l l Quality Manager Quality Advisory Board Favorites Maintenance Optimizer To Be Configured 0 To Be Configured 0 Project 0 License Management Not Started 0 Not Started 0 Scope 0 Scope 0 Queries ida Kai Build 0 Build 0 Reports Test 0 Test 0 ae TA Deploy 0 Deploy 0 Finished 0 Finished 0 Hew Request for Change AN 0 All 0 Hew Defect Correction ae i Hew Maintenance Transaction IT Service Management Requests for Change w Related Links Schedule Manager Default SAP GUI Setting Configuration Validation SAP Linke f Maintenance Optimizer Requests PAD Cimmrrt Dartal You have no Change Requests 3 Click Common Tasks gt IT Service Management The SAP Solution Manager IT Service Management page opens in Explorer STY Solution M
75. rgency values first and then specify an Affected Cl with an empty Default Impact or Priority value the Impact or Urgency value you selected for the incident record will be cleared e Type a Description for the incident f Click Search Knowledge icon to see if the issue is already logged in the knowledgebase g Complete the required fields in the Incident Details section h Complete the form with any other relevant information 4 Click Save amp Exit and then click Open New Incident to create an incident Open a new incident to send to SAP 1 Click Incident Management gt Search Incidents The Display Which Incident Tickets form opens 2 Inthe Incident ID textbox type the ID of the new incident created in step 1 and click Search The Incident opens 3 Extend the Sap Solution Manager tab and select a Solution Manager client in the SAP Solution Manager drop down list HP Service Manager Exchange with SAP Solution Manager 1 10 patch 1 Page 32 of 73 User Guide Chapter 2 User Scenarios To Do Queue Mv To Do List Incident IM10136 BR Cance FH Save amp Exit E Save Apply Template More Incident IM10136 Title SM Incident Description Incident from SM Incident ID M10136 Requested By Status Categorize sep Contact Person Phase Categorization Location Affected Service t MyDevices fae FK Major Incident Affected CI SAPinstances00 g Q Escalated E C
76. rom Service Manager Update the incident status in Solution Manager Close the incident in Service Manager Check the incident s status in Solution Manager Create an incident in Service Manager 1 Logon to Service Manager as an Administrator 2 Click Incident Management gt Open New Incident The incident ticket quick form opens GD HP Service Manager To Do Queue My To Do List l Potentially Related Incidents by Asset Display Which Incident Tickets Incident Queue All Open Incidents Display Which Incident Tickets New Incident IEJ Er B Mecancel H Save Ext Flsave Apply Template More 7 Favorites and Dashboards Change Management Configuration Management ig Incident Details Incident Management Tools Incident ID 10181 Assignment Group f g Incident Queue Status pen v Assignee O a Open New Incident Search Incidents vendor g Affected Service P Vendor Ticket Search Knowledgebase masa ws Ex ecte l Ala Knowledge Management ef ESEA Clis operational no outage Category incident Problem Management Area g Request Management Outage Start Fu Subarea g Service Catalog Outage End Fu Senica Dest Service Contract Impact Service Level Management Urgency System Administration Tailoring Miscellaneous Description Q Approval Delegation ServiceManager Mail System Status To Do Queue 7 Problem Candidate MySM 3 Fill in required fields for the
77. rvice Manager 1 i System Status Open Ap pi incident from Solution Manager ppt i l To Do Queue Assignment Hardware 39 items E E System Definition Assignment Network 35 items Assignment Office Supplies North America 9 items Assignment SAP Support North America 1 items i 4 La 3 Open the incident and check the updated information from Solution Manager 4 Click the Sap Solution Manager tab to view the incident s status from Hidden Metadata Provider Indicates the incident is requested by Solution Manager Service Manager provides the solution to Solution Manager HP Service Manager Exchange with SAP Solution Manager 1 10 patch 1 Page 45 of 73 User Guide Chapter 2 User Scenarios ProviderProcessing Indicates the incident is being processed by Service Manager Incident Detail 4 Sap Solution Mana amp Activities 4 Affected Services SAF Solution Manager SAF SolMani A Hidden Metadata Frovider FroviderProcessing Update 5 Click Activities tab gt Journal Updates tab to view the message from Solution Manager As shown in the following screenshot Service Manager receives the message that displays incident ID of Solution Manager amp Incident Detail Sap Solution Mana g Activities g Affected Services SLO Related Record Update Historic Activities 08 16 12 03 11 01 US Mounkain fovickex dditional information received from External Helpd
78. rvice Operations Create Incident Request for Change Task Knowledge Article Problem Defect Correction 4 Click Search gt Incidents to open the search window 5 Type the incident ID in Search Criteria and then click Search The incident is displayed in the Result List HP Service Manager Exchange with SAP Solution Manager 1 10 patch 1 Page 35 of 73 User Guide Chapter 2 User Scenarios CY solution Manager IT Service Management Search incidents Home Search Criteria Worklist gad ti DEI Ge KE l ncident ID Created On Status Business Partner ID 5000000709 Calendar E Mail Inbox Master Data Change Request Mana Maximum Humber of Resukts incident Management h Clear Service Operations p Result List 1 Incident Found Create ki Mew IE ki Mew from Template Create Follow Up IET Usage IET Fequest for Change ID IET Status MPT Status MPT Usage MPT J s000000709 im 1 im o Knowledge Article Problern Detect Correction 6 Click the incident ID link to open the incident 7 Fill the required fields Reporter and change the Status to In Process incident 8000000709 SM incident 2 Save Display 3 Cancel F New New from Template IE Create Follow Up Actions Mores v Details 7 Edit General Data Category Service Team 0 Solution Cat Processing Data Relationships Impact OOO w Urgency fo w
79. rvices e SMSSMEX Database provides persistent storage for the SMSSMEX WebService e SAP Solution Manager is the Service Desk HP Service Manager Exchange with SAP Solution Manager 1 10 patch 1 Page 7 of 73 Chapter 2 User Scenarios Set up SAP Instance Cl in Service Manager LL 8 SM 7 11 to SAP Solution Manager 7 1 _ 2 2 2 22 2 cece eee c eee oaaao aoao aoo aooaa ooann nnna 10 SM 9 x to SAP Solution Manager 7 1 2 2 2 22 nn 20 SM 9 x with Process Designer PD 9 30 3 to SAP Solution Manager 7 1 L 30 SAP Solution Manager 7 1 to SM 7 11 L 41 SAP Solution Manager 7 1 to SM 9 x L 51 SAP Solution Manager 7 1 to SM 9 x with Process Designer PD 9 30 3 LL 60 Set up SAP Instance CI in Service Manager 1 Log on to Service Manager as Config Manager 2 Click Configuration Management gt Search Cls 3 Set SAPInstance for the Type field 4 Click New HP Service Manager Exchange with SAP Solution Manager 1 10 patch 1 Page 8 of 73 User Guide Chapter 2 User Scenarios Create a SAPInstance CI and provide SAP Instance Info To Do Queue My To Do List Configuration Item SAPInstances00 B BIS More Favortes and Dashboards Clidentifier Type Network Location Model Configuration Management F SAP application Manage Software V SAPhstance800 p Search Cs incident Management Knowledge Management Legacy incident Management 1t020t2 i Pages 1 gt Vi B Cancei Previous Next F Save amp Ext ff Save Mores
80. s status from Hidden Metadata Requester Indicates the incident is sent by Service Manager Solution Manager is the provider ProviderProcessing Indicates the incident is being processed by Solution Manager G Sap Solution Manager SAP Solution Manager exthd1 Q Hidden Metadata Requester ProviderProcessing Date Update 09 26 12 00 26 52 FEI Created incident in External Helpdesk SAP Solution Manager Incident Id at External Helpdesk is 8000000233 External 4 Extend Activities tab to view the message of Journal Updates As shown in the following screenshot Service Manager receives the message Desc from Solution Manager from Solution Manager The read only textbox displays messages from Solution Manager every time the incident is updated 5 Activities New Update Type v FI Visible to Customer New Update Journal Updates 09 26 12 00 34 35 US Mountain ovictex Additional information received from External Helpdesk SAP Solution Manager Desc from Solution Manager 09 26 2012 06 26 52 US Mountain event m gt 4 Activity Type v Date Time Type Operator Description 09 26 12 00 34 35 External Update A B Additional information received from External Helpdesk 2 aS SAP Solution Manager 09 26 12 00 26 53 Update from Customer ovictex 8000000233 09 26 12 00 24 23 operator update falcon Incident has been sentto SAP SolutionManager 09 26 12 00 14 01 Open falcon Desc from SM931 Synchronize new information with So
81. ser 3 Ave 4 User 2 High 4 User 1 Criti 4 User 2 High 4 User 1 Criti 4 User 3 Ave 4 User 3 Ave 4 User 3 Ave 4 User 3 Ave 4 User 1 Criti 4 User 2 High 4 User 3 Ave 4 User 1 Criti 4 User 4 Low 4 User 4 Low 4 User 4 Low 4 User 4 Low 4 User 4 Low 4 User 4 Low Problem Tvpe incident incident complaint incident incident complaint complaint incident incident incident incident incident incident incident incident incident incident incident incident incident incident complaint incident complaint Assignment Group Field Support Africa 2 items 3 Open the incident and check the updated information from Solution Manager 4 Extendthe Sap Solution Manager tab to view the incident s status from Hidden Metadata HP Service Manager Exchange with SAP Solution Manager 1 10 patch 1 Page 65 of 73 HP Service Manager Exchange with SAP Solution Manager 1 10 patch 1 User Guide Chapter 2 User Scenarios Provider Indicates the incident is requested by Solution Manager Service Manager provides the solution to Solution Manager ProviderProcessing Indicates the incident is being processed by Service Manager Categorization and Assignment Tasks Impacted Services Workflow Proposed Solution Related Records 0 Activities ISLA Attachments 0 SAP Solution Manager SAP Solution Manager SAP SolMan 1 Exchange Status Provider ProviderProcessing Date
82. ssignee Brief Description Prio Initialir Urg Problem Type E IM10152 incident DEADLINE ALE Open Application zhulin This is SAP incident 1 1 1 incident E IM10155 incident DEADLINE ALE Open Application HP SM SAP Incident 110 2 a incident IM10158 incident DEADLINE ALE Open Application SM 1 1 1 incident IM10159 incident DEADLINE ALE Open Application HP SM SAP Incident 112 2 2 2 incident FI IM10164 incident updated Open Application HP SM SAP Incident 115 1 2 1 incident IM10165 incident updated Closed Application SAP Incident 001 1 1 2 incident IT IM10166 incident updated Closed Application SAP Incident For HP 001 1 1 1 incident E 1M10167 incident updated Closed Application SAP Incident for HP 002 1 1 1 incident IM10168 incident reopened Open Application sap incident for hp 003 1 1 2 incident IM10169 incident updated Closed Application SAP Incident for HP 004 1 1 1 incident IM10170 incident updated Closed Application SAP Incident for HP 005 1 1 1 incident MI IM10171 incident updated Open Application SAP Incident for HP 006 1 1 2 incident IM10172 incident open Open Application sap incident for hp 003 1 i 2 incident IM10173 incident updated Open Application SAP Incident for HP 005 1 1 1 incident FI 1M10174 incident updated Suspended Application test 1 al 2 incident IM10175 incident updated Open Application SAP Incident For HP 001 3 3 4 incident E IM10180 incident open Open Application Incident from SM931 1 1 1 incident MI IM10184 i
83. t ticket quick form opens To Do Queue My To Do List New Incident 7 meg B Cancel E Save Save amp Exit 2 Apply Template More Favorites and Dashboards Incident Incident Management Ca a iiiaio pena ence Incident ID IM10136 Categorv incident Legacy Incident Management Status Open Subcategory Phase Logging Area Affected Service MyDevices f Q FK Impact 4 User Affected CI SAPinstance800 OER Urgency 4 Low Clis operational no outage Contact Person Outage Start Time ra Location Qutage End Time Fa Workflow Attachments f a f bo L l 3 Fill in required fields for the new incident as necessary a Click Fill to select a Subcategorv and then select an Area b Click Fill to select the applicable Affected Service MvDevices c Click Fill to select the Affected Cl The Cl describes the client information of Solution Manager such as SystemlD Installation Number and Client HP Service Manager Exchange with SAP Solution Manager 1 10 patch 1 Page 31 of 73 User Guide Chapter 2 User Scenarios Caution You should first select Affected Service and then select Affected Cl Please follow the sequence d Type a Title for the incident Note The Default Impact and Priority values of the affected Cl are automatically populated to the Impact and Urgency fields of the incident record You can manually change these auto populated values if needed Caution If you specify the Impact and U
84. t Tickets New Incident E g i Mcancel M Save amp Ext Save E Apply Template More 7 ag Favorites and Dashboards Change Management Configuration Management amp Incident Details Incident Management Tools Incident ID 110181 Assignment Group sj pplication g Incident Queue Status pen Assignee l g Open New Incident Vendor pI T Search Incidents Affected Service s kfvbevires FaK VendorTicket 70000000 Search Knowledgebase Atlee ecte B eT Knowledge Management ebhstancesuy FIDE p Clis operational no outage Category incident Problem Management Area faccess g Request Management Outage Start E Subarea uthorization error g Service Catalog Outage End l E geniapek Service Contract Impact h Enterprise wv Service Level Management Urgency tk High System Administration Le Tile ncident from SM331 biscoteneous Description sIDesc from SM931 a Approval Delegation Q ServiceManager Mail System Status al To Do Gusu Mm Problem Candidate MySM 4 Click Save amp Exit and then click Open New Incident to create an incident Open a new incident to send to SAP 1 Click Incident Management gt Search Incidents The Display Which Incident Tickets form opens 2 Inthe Incident ID textbox type the ID of the new incident created in step 1 and click Search The incident opens HP Service Manager Exchange with SAP Solution Manager 1 10 patch 1 Page 22 of 73 User Guide Chapter 2 User Scenarios To Do Qu
85. ter and change the Status to In Process HP Service Manager Exchange with SAP Solution Manager 1 10 patch 1 Page 14 of 73 User Guide Chapter 2 User Scenarios incident 8000000145 incident from Service Manager save Display 3 Cancel f New New from Template JIE Create Follow Up Actions Mores v Details 7 Edit General Data Category D 000000145 Level 1 Description incident from Service Manager Level 2 Customer HPSVV R amp D SH Level 3 Reporter zhu zl lin Level 4 Processor zhu wei Service Team im Solution Category Processing Data Relationships Status New v Related Problem Impact Urgency Related Request for Change Recommended Priority Priority 1 Very High Related Knowledge Article Dates Reference Objects Created 16 08 2012 09 23 Installed Base 1 SOL MAN DATA REP Changed 16 08 2012 09 23 Installed Base Component 3258 a SLM 0020314982 800 First Response by 8 Click Add Text in Text drop down section to add description for the incident incident 8000000145 incident from Service Manager E Save Display l UE cancel F New New from Template LE Create Follow Up Actions Mores IET Status IB o MPT Status UB 0 Text Add Text Insert Text Template Ma
86. tion Manager 1 Click Activities tab gt Update tab and type information in the Update textbox amp Incident Detail g Sap Solution Mana G Activities amp Affected Services Update 4 Journal Updates lt Historic Activities Update dd info From Service Manager 2 Click Add Info to synchronize with Solution Manager and then Service Manager receives the message Request Accepted 3 Click OK to close the incident window HP Service Manager Exchange with SAP Solution Manager 1 10 patch 1 Page 17 of 73 User Guide Chapter 2 User Scenarios Check updates from Service Manager 1 2 Search the incident and then open it As shown in the following screenshot Solution Manager receives update from Service Manager w Text Add Text Insert Text Template Maintain Text Templates Text Log Description 16 08 2012 10 35 55 zhu wei D 16 08 2012 10 35 57 03 6201 2 07 40 19 local event Incident ID at external helpdesk is GOO00001 45 O61 BA 2 0235 46 U Mauntain Zhuliri add into from Service Manager Description 16 08 2012 10 14 02 zhu wei D description from SAP Update the incident status in Solution Manager 1 2 Search the incident and open it Click Edit to switch to the edit mode Change the status to Customer Action and then save it The incident s status must be changed to Customer Action or Proposed Solution in Solution Manager if the incident is closed in Servi
87. ully Click OK to close the incident window HP Service Manager Exchange with SAP Solution Manager 1 10 patch 1 Page 23 of 73 User Guide Chapter 2 User Scenarios To Do Queue My To Do List Search Incidents ik Cancel i Save amp Exit F Save Close Incident E Apply Template More i Incident IM10181 triggers external helpdesk exthd1 with response Request accepted 6 After afew minutes re open the incident to check whether it is sent to SAP If the incident is sent successfully Service Manager receives the Incident ID message from SAP Journal Updates __99 26 2012 06 26 52 US Mountain event Incident ID at external helpdesk is 6000000233 7 Click Cancel to close the incident window Open the incident in Solution Manager 1 Logon to Solution Manager 2 Click Work Center gt SAP Solution Manager Work Center SAP GUI to open Solution Manager Work Center IE Menu Edit Favorites Extras System Help 4 C6e CAR Anos Hel em SAP Easy Access User menu far zhu wei Ga aa Other menu i vo a L amp create role E Assign users Be Documentatior l Favorites z Solution Manager Work Centers URL he User menu for zhu wei Business Partner BW Reporting Administrator BW Reporting Display User t Service Desk Administrator Sl Work Center l ita SAP Solution Manager Work Center 5 i ar Ti APLI l KA SAP Solution Manager Work Center URL E E Su

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