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Setting up a Support Desk ScenarioLocate this document in the navigation structure

Prerequisites

  • An SAP Solution Manager back-end system is installed and customized.

    See SAP Service Marketplace at Start of the navigation path service.sap.com/instguides Next navigation step SAP Solution Manager Next navigation step Installation Guides End of the navigation path.

  • The SAP Solution Manager system is defined in the System Landscape .

    See Defining the System Landscape .

  • The plug-in is installed on the SAP Solution Manager system.

    See SAP Notes 215609 Information published on SAP site and 177895 Information published on SAP site.

  • Portal users have a valid user ID in the target SAP Solution Manager system. This ID can be defined by user mapping. The corresponding Solution Manager user must have authorization to open support notifications.

    Note

    You do not need to implement one-to-one user mapping. It is also possible to map one user to a special user group.

  • In federated portal network landscapes, the Solution Manager application must only exist on the producer portal. If the application exists on both the producer and the consumer portal, and the application is activated from a remote-based iView on the consumer, the local version of the application runs on the producer-even if that is not the version that is connected to the SAP Solution Manager back-end system.

    More information: Implementing a Federated Portal Network and 'Remote Delta Link' Mode .

Procedure

Enable the Solution Manager iView for System Administrators

System administrators have access to a number of support tools in the portal under Start of the navigation path System Administration Next navigation step Support End of the navigation path. You can add the Solution Manager iView to these support tools.

  1. Go to Start of the navigation path Content Administration Next navigation step Portal Content Management End of the navigation path.

  2. In the Portal Catalog, open Start of the navigation path Portal Content Next navigation step Portal Administrators Next navigation step Super Administrators End of the navigation path.

  3. Select Super Administration , and in the context menu choose Start of the navigation path Open Next navigation step Role End of the navigation path.

  4. In the Role editor, expand the Support workset, and select the Solution Manager iView.

  5. In the Visible column, select the checkbox.

  6. Save your changes.

Add the 'Report a Problem' Option to iViews

You can add the Report a Problem menu item to the Options menu in relevant iViews in your runtime portal to enable portal users to access the Solution Manager iView.

  1. In the Properties editor of the relevant iView, locate the Show 'Report a Problem' Option property.

  2. In the Value column, select the checkbox.

  3. Save your changes.