Roles for Message creaters, processors , Support team in Service Desk

[Former Member]

Hi SDN Team,

I need your help very badly now .After I have gone through few Blogs in SDN , i have got some basic dobts in configuring Service Desk.

1) once you hit T code : BP , there are option to create persons , Organizations , groups , which one I have to select while creating Key users , which one I have to select while creating Support team & Employees in support team who resolve issues created by users.

2)When we have to use Sold-to-Party role in Service Desk

3) What is Key user , what is the appropriate role for him/her while creating BP.

4) What is Message Creater , what is the appropriate role for him/her while creating BP.

5) What is Message processor , what is the appropriate role for him/her while creating BP.

6) Which BP role I have to select for Support team and person in Support team.

Thanks alot for your help..I will reward points , pls respond

Thanks in advance

Regards

Rajani

[Former Member · Accepted solution]

Hello Rajani,

Positions in the organizational units of the organization model in the SAP Solution Manager system (transaction PPOMA_CRM) must be assigned to the users who are identified as message processors. This makes it possible to use the automatic partner determination to assign messages.

To assign users uniquely you create Business Partners with role Employee which are assigned to the Org Structure as Message Processors. These are the users who will process the message.

Steps to create Message Processorts BP's :

1. In transaction Maintain Business Partners (BP) choose Business Partner -> Create -> Person or edit an existing Business Partner of type Person.

2. Choose the Employee role.

3. Choose the Address tab and enter the address data for the message processor.

4. Choose the Identification tab and go to the Employee Data section.

5. Enter the user ID of the message processor in the User field.

6. The message processor has to have a user in the SAP Solution Manager system (SAPNETUSID with valid S-number) to be able to send messages to SAP.

7. Save.

If an error message is displayed from program CRM_MKTBP_ZCAL_UPDATE_30, see SAP Note 450640.

8. To create additional users, repeat the steps.

Message Creators or Key Users :

Business partners are created for Message Creators or the key users to know who has reported an issue.

you create one type of business partners in the SAP Solution Manager system for users who only have accounts in satellite systems. The system reads the users' data through an RFC connection and creates a corresponding business partner.

Automatically Create Key Users

You can create the business partners based on the user master data from the connected satellite systems.

a) In transaction SOLUTION_MANAGER, open your solution.

b) Choose Operations.

c) Choose Edit -> Create Business Partners.

A new screen is displayed that shows the systems in the current landscape and their users.

d) To add additional systems, choose User list -> Add system.

e) Select a system from which you want to create business partners.

f) Select users.

You can select individual users or several users at a time using the Shift or Ctrl key on your keyboard. You can select non-contiguous users using the Ctrl key.

You can filter users by date by choosing Date Selection. For example, enter 02.10.2004 to display all users that were created or changed after October 2, 2004.

To display all users, delete all date specifications.

g) Choose Edit -> Create Business Partner.

h) A dialog box is displayed.

i) Confirm your specifications.

Business partners are created for the selected users.

Manually Create Key Users

a) Call transaction BP (Maintain Business Partners).

b) Choose Business Partner -> Create -> Person.

c) Choose role Business Partner (General).

d) Choose the Address tab and enter the address data for the key user.

e) Choose the Identification tab and go to the Identification Numbers section.

f) Select ID type CRM001 (External System Identifier).

g) In the Identification Number field, specify the user in the following format:

h) <System ID><space><installation number><space><client><space><user>

i) Repeat the steps as often as required.

You have to repeat the steps for every combination of system ID / installation number / client / user ID for the same business partner in the central SAP Solution Manager system. This data allows the system to determine the business partner by matching the system user to the business partner data.

j) Save your specifications.

If an error message is displayed from program CRM_MKTBP_ZCAL_UPDATE_30, see SAP Note 450640.

I hope this reply clarifies your doubt.

Regards

Amit

[Former Member · Accepted solution]

Hi Amit,

Thanks alot for your reply , In my previous blog I was told by you that

While creating Message creaters( Key users) select role as "Employee" but in this blog I was told to select role "Business Partner (General)" for Message creaters.

Pls get me which one is correct.

As I understand Message processors role is for Support team ( Help desk) people.

what is the role for Team , not for individual in the Team( Support team)?

Pls suggest .

Thanks in advance.

Regards

Rajani

[Former Member · Accepted solution]

Hi Rajani,

For message processor, create the BP as employee

(ii) For message creator/key user, create the BP as Business Partner General

Note:

Amit has given you lot of replies and lot of valuable information.

If you are not aware, for each and every reply you can reward points. If you reward points for the effort he is putting in, it will be encouraging for him to help you more.

best regds,

Alagammai.

[Former Member]

Hello Rajani,

You will have to create an Sold-To-Party for the IBASE components for your Satellite Systems.

For all other questions on Key User / Message Creator / Processor kindly follow the IMG documentation that is available in transaction SPRO --> SAP Reference IMG --> Sap Solution Manager

The best way is to follow the configuration guide and the IMG documentation.

Do let me know if you need any further assistance.

Regards

Amit Devale

[Former Member]

Hi Amit,

Thanks alot for your reply.

As I understand , Sold-to -party means satellite systems , pls correct me If I am wrong.

In SM Config guide , I couldn't find any information saying what is person BP and organization BP . Support Team comes under whether Person or oraganization BP.

what are the Roles for Support team ? Difference between Message processor & Message creater ?

Pls help me I will reward points.

Thanks in advance

Regards

Rajani