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Procedure documentationSetting up a Support Desk Scenario Locate this document in the navigation structure

Prerequisites

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

    See SAP Service Marketplace at   service.sap.com/instguides   SAP Solution Manager   Installation Guides  .

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

    For more information, see Running the System Landscape Wizard.

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

    See SAP Notes 215609 and 177895.

  • 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 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.

    End of the note.

  • In federated portal network landscapes, the Report a Problem 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.

    For more information, see Implementing a Federated Portal Network and 'Remote Delta Link' Mode.

Procedure

You create and maintain the properties of the Report a Problem iView to suit your scenario:

  1. In top-level navigation, choose   Content Administration   Portal Content  .

  2. In the context menu of the relevant folder and choose   New   iView   to launch the iView wizard.

  3. In the Source Type step, select Portal Component, and choose Next.

  4. In the Portal Archive Selection step, select com.sap.portal.epsolman, and choose Next.

  5. Select the EPSolman portal component, and choose Next.

  6. Fill out the general iView properties and choose Next.

  7. Choose Finish.

  8. Select Open the object for editing.

  9. In the Property Editor, choose the Show All property category.

  10. Maintain the following properties:

    • R/3 Installation Number of the Solution Manager

      This can also be the SAP NetWeaver Portal installation number. This number is provided by SAP.

    • Portal DBMS short name

    • Portal DBMS release

    • Valid R/3 connection in jcoDestinations.xml in the Portal System Landscape

      This is usually the system alias that you defined for the Solution Manager system in the system landscape.

    • Target R/3 Solution Manager version

      Release of the Solution Manager system.

    • System ID of the Portal (optional)

  11. Assign the Report a Problem iView to a role corresponding to your Support Desk scenario.

  12. Optional: You can add an item to the Options menu in the iView tray in your runtime portal that enables portal users to access the Report a Problem iView:

    1. Open the relevant iView in the Property Editor.

    2. From the Property Category dropdown list, select Appearance – Tray.

    3. In the Show ‘Report a Problem’ Option property, select Yes.

  13. Optional: You can also replace the supplied iView with your own iView by setting the path in the ‘Report a Problem’ iView Path property.

    Note Note

    Read SAP note 641707, containing the most recent information about the Report a Problem iView.

    End of the note.