Integration of NWBC into SolMan Incident Management

[RiccardoEscher]

Hi,

looking at the Document http://service.sap.com/solutionmanager -> Overview -> Processes -> Application Incident Management -> Incident & Problem Management -> Presentation (or directly: http://service.sap.com/~sapidb/011000358700000934882011E) you can see on page 7 this text:

"The SAP Frontends have an preconfigured integration into the Application Incident Management of SAP Solution Manager .

The user of SAP solutions can create incidents out of their current transaction.

The incident will be enriched automatically with system information (e.g. User, Support Package level, transaction, etc.)

The SAP component is auto-assigned based on the transaction from where the user creates the incident.!

FollowingSAP Frontends are supported:

• SAP GUI
• SAP NetweaverBusiness Client
• SAP Portal
• SAP CRM WebClient

The integration of the SAP Gui is easy to set up and to use (Menu -> Help -> Create Support Message) ; but I cannot find any information about the integration of the Netweaver Business Client.

Looking very close at the screen shots one can see that there is a screen shot of the Help Center; here you can add notes, FAQs, and so on, but I cannot see any integration with the incident management like for the SAP Gui.

Nor I can find hints in the IMG or in the NWBC 3.5 Help Guide.

Does anybody know how to set up and use such an integration?

[prakhar_saxena · Accepted solution]

Hi Riccardo

NW BC is a front end and needs installation like SAP GUI so just installed and use it

its that simple

Below is the screenshot from my SAP CRM system where I can click and choose create support message

Hope query resolved

regards

Prakhar

[RiccardoEscher · Accepted solution]

Hello Prakhar!

In you example you show an "old" transaction which uses the SAP Gui, so it inherits the menu items from SAP Gui.

But when you use NWBC for WebDynpro for ABAPs (like for transaction solman_workcenter) you have no integration.

This would mean that NWBC has no integration of incident management by its own but only inherits it from the client techonology it uses.

So the sentence of the sapnet document is misleading, let's say it is a bluff!, which makes me rather unhappy

Best Regards

Riccardo Escher

[prakhar_saxena · Accepted solution]

Hi Riccardo

I have shown from SAP CRM system not SOLMAN.

Regarding workcenter I don't understand what do you mean by integration....can you please elaborate what are your expectations?

Regards

Prakhar

[RiccardoEscher · Accepted solution]

Hi Prakhar,

my expectations are IMHO very obvious: Customer is in one SAP screen and needs help, so he might open from this screen a trouble ticket with some automatic inserted informations.

This works with SAP Gui through by the menu (independently if pure SAP Gui or SAP Gui in a NWBC frame).

This works for CRM Ui too (a little bit more uneasy because you have to press F2).

But this does not work for WebDynpro (ABAP) applications because they don't have this possibility (Independently how they were started).

Here an example of the NWBC Help Menu with open Solution Manager Workcenter:

There is no NWBC menu item for opening a trouble ticket.

Also if you look at the help entry in the single workcenter (WebDynpro) you will get a so called "Help Center" where you can add some informations, but no chance to create a specific trouble ticket populated with informations of the active WebDynpro (and this "Help Center" would have been the right place for such a "Create Support Message" item):

So the quoted sentence "FollowingSAP Frontends are supported: [...]

• SAP NetweaverBusiness Client"

is a bluff!

Best Regards

Riccardo Escher

[prakhar_saxena · Accepted solution]

Hi Riccardo

It is available like shown below in Solman_workcenter transaction as shown below( I dont press any F2. Neither in Solman nor in CRM or any managed system)

and when we post a message we can see the component is automatically filled up like SAP GUI

This is based upon the NWBC version 4.0 and i can see all your expectations are met here.

Regards

Prakhar

[RiccardoEscher · Accepted solution]

Hi Prakhar,

you can reach transaction solman_workcenter only via quick launch; it uses the html control inside a SAP Gui transaction, so you have the SAP Gui "Menu" with the Help Item as you have shown it; on the contrary, if you start sm_workcenter you will get a browser only workcenter without "Menu".

But the idea of NWBC is to offer to the user directly his workcenters depending upon his roles, and here you still don't have the "Menu" with the Help item with the "Create Support Message" Subitem.

I was curious about other NWBC applications so I asked for an account on our PPM system (CPRXRPM 500_702 SP10) and have the same effect. I receive many tabs:

• If a tab is directly a webdynpro application there is no integrated incident management.
• If a tab jumps into a SAP Gui transaction you receive the "Menu" with the help item and you have the incident management integration of the old SAP Gui

Thanks to you I can now definitely summarize:

The quoted sentence "FollowingSAP Frontends are supported: [...]

• SAP NetweaverBusiness Client"

is a bluff!

Best regards,

Riccardo Escher

[Vivek_Hegde · Accepted solution]

Hi Riccardo,

That's right ! A good and desirable design should be an option to create support ticket directly from NWBC. I think if they add Create Support Message option in the Help section of NWBC, that should server our purpose.. what do you say?

Regards,

Vivek