ITSM & ChaRM – Reminder / Escalation emails using Date Management (Dates and Durations) Part 2

 

 

This is the continuation to the Part 1 blog -- ITSM & ChaRM – Reminder / Escalation emails using Date Management (Dates and Durations) Part 1

 

In this part the PPF action for the Email is configured for the below sample requirement discussed in Blog 1.

 

This is the sample requirement in context of Part 1 blog --

When an Incident has been forwarded, the requirement is to send a Reminder/escalation email after a specific wait time if the Status is still unchanged.

 

Below are the Steps:


Action Definition:

 

blog-2-1.pngblog-2-2.png

 

Here I have used the Smartforms mail option. If you want to use other email options like HTML mail forms check the blog from  Dolores Correa.

Incident Management and Change Request Manageme... | SCN

 

 

 

Conditions:


The Action for the email will be scheduled when the Status “Forwarded” is set. Below is the schedule action for that.

blog-2-3.png

 

The Email should be ready to be sent when the status is still in “Forwarded” and when the Current date & time is higher than the Maximum time limit.

blog-2-4.png

 

The custom date type parameters for the condition can be identified under the Deadlines set.

blog-2-5.png

 

I have also set the Time of Processing for the action as “Processing using Selection report”.

blog-2-6.png

 

The background job scheduled using Transaction CRMC_ACTION_JOB will handle the execution of the email action. This Job would process the Actions for the Incidents, which currently meets the Start conditions.

blog-2-7.png

 

***I have also written Part 3 blog. If you are interested in displaying the Wait time Duration as an editable field in the Web UI configuration for the relevant document type then you can refer it.***

 

ITSM & ChaRM – Reminder / Escalation emails using Date Management (Dates and Durations) Part 3

ITSM & ChaRM – Reminder / Escalation emails using Date Management (Dates and Durations) Part 1

 

In few of my previous projects, I have come across the requirement to send an Automatic Reminder or Escalation email. This email has to be sent automatically when the allowed time limit exceeds. There are Standard Reminder/ Escalation email Actions available under the Service Request management for SLA escalations. However, for General Reminders/Escalations on delays in Processing, etc., there is No Standard functionality currently available in Solution Manager – ITSM & ChaRM. I hope this blog would help to handle such requirements.

 

I have used a sample requirement for the context of this Blog. It goes like this -- When an Incident has been forwarded, the requirement is to send a Reminder/escalation email after a specific wait time if the Status is still unchanged.

 

Below are the Steps to do this:


Update the applicable Date profile with the Custom date types, date rules, and duration.

blog.png

 

The Custom duration is for saving the Maximum allowed time before the email could be sent.

blog-1-2.png

 

The below date types are for calculating the Clock Start Time and the Time it exceeds the allowed wait period.

blog-1-3.png

 

The Custom date rule is to calculate the maximum allowed/ wait time. In this example, it is for calculating ZFWD_LMT_MAX.

blog-1-4.png

 

The XML code for the date rule is updated as below.

blog-1-5.png

 

***If you want to use a different set of Date rules for your situation then you can refer the Blog written by Deepa Madyalkar in the CRM space Creation of Date rule using XML rules. - CRM - SCN Wiki

 

 

Assign the new Custom date types, date rules and durations to the applicable Date profile.

blog-1-6.png

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blog-1-10.png

blog-1-11.png

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The Duration can be assigned with a Default value (here I have assigned it as 24 hours) if the maximum Time limit is Fixed.

 

In order to maintain the duration as a variable value and make it available for edit in the CRM UI of the document check the ***Part 3 blog***.

 

ITSM & ChaRM – Reminder / Escalation emails using Date Management (Dates and Durations) Part 3

 

blog-1-13.png

 

The Settings related to SLA Escalation can be used for updating the duration.

 

The Current Date and time is assigned to the date type ZFWD_LIMIT when the status is changed to ‘Forwarded’. The below setting will do that. Then based on the date rule and the duration (Z_FWDDURA) the ZFWD_LMT_MAX will be calculated for the trigger point for the escalation or reminder email.

blog-1-14.png

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***The Configuration related to the PPF Action and conditions for the Escalation or Reminder email are explained in Part 2 blog***

ITSM & ChaRM – Reminder / Escalation emails using Date Management (Dates and Durations) Part 2

Hi All,

 

I am happy and excited to right my first ever blog on this community. I have taken so much from this great community while resolving many issues reading many wonderful blogs. Its time to return back something to help others. I am writing about an experience, which can be described as metric explosion as per CA.

 

How it started ?

Few days back our network team came up with information that network utilization between two servers (one was hosting MII application and other was hosting wily EM) is very very high and resulting into packet loss. Same day we got some alert for high memory utilization for MII application.

 

What was the Error?

While checking the Wily Introscope Agent logs (location /usr/sap/<SID>/SMD<XX>/SMDAgent/temp/IntroscopeAgent.<SID>_<Instance>_server<x>), I found below exception

 

[IntroscopeAgent] IntervalHeartbeat.execute threw executing: Remove Metric Data

java.lang.ArrayIndexOutOfBoundsException: 5047

    at com.wily.util.adt.CanonicalObjectPoolWithKey.removeCanonicalObjectWrapperInternal(CanonicalObjectPoolWithKey.java:357)

    at com.wily.introscope.agent.recording.MetricRecordingAdministrator.removeMetricFromThreadLocalCache(MetricRecordingAdministrator.java:1194)

    at com.wily.introscope.agent.recording.MetricRecordingAdministrator.removeMetricData(MetricRecordingAdministrator.java:1090)

    at com.wily.introscope.agent.recording.RemoveMetricDataWatcher.ITimestampedRunnable_execute(RemoveMetricDataWatcher.java:81)

    at com.wily.util.heartbeat.IntervalHeartbeat$BehaviorNode.execute(IntervalHeartbeat.java:944)

    at com.wily.util.heartbeat.IntervalHeartbeat.executeNextBehaviorAndCalculateSleepTime(IntervalHeartbeat.java:489)

    at com.wily.util.heartbeat.IntervalHeartbeat.access$300(IntervalHeartbeat.java:28)

    at com.wily.util.heartbeat.IntervalHeartbeat$HeartbeatRunnable.run(IntervalHeartbeat.java:665)

    at java.lang.Thread.run(Thread.java:761)

 

I noticed that before this exception , number of current live metrics were in range of 1000-14000, but after the exception number of live metrics started to grow up and reached above one million. (in the same file you can search for logs like below)

 

11/09/15 02:19:03 PM GMT [INFO] [IntroscopeAgent] Number of current, live metrics=1012

12/11/15 03:02:28 PM GMT [INFO] [IntroscopeAgent] Number of current, live metrics=1035158.

 

It was clear to me that this issue is causing high memory and network utilization.

 

On the below mentioned link (From CA support), I was able to find more information about interface mentioned in the exception and what is a metric explosion:

https://support.ca.com/cadocs/0/CA%20Application%20Performance%20Management%209%206-ENU/Bookshelf_Files/HTML/APM--NET%20Agent%20Implementation%20Guide/index.htm?toc.htm?1479622.html?intcmp=searchresultclick&resultnum=1993

 

How it was fixed?

To fixed the problem we restarted the sap java application and it resolved high network and memory utilization.

 

As of now I am not aware of the aware of the permanent solution but I am working on the same. I know there is a memory leak issue with ISAgent version 9.1.0.X but we were using ISAgent 8 when this issue occurred. Will update my blog when I will be having a permanent resolution for the same.

 

Thanks and Regards

Sachin Gupta

!!! Great News from SAP Solution Manager !!!

 

 

SAP Solution Manager 7.2 has started Ramp-Up successfully.

Watch the ramp-up video on YouTube.

 

Please refer to the SAP Help Portal for more information.

Early Knowledge Transfer (formerly known as Ramp-Up Knowledge Transfer) will be available soon at http://support.sap.com/ekt-solutionmanager.

Yes, that's right, automatically updating a system after a product upgrade is possible in SAP Solution Manager since a while now. Unfortunately many customers do not yet have this in place and are still doing everything manually where some automation is possible (not saying it's perfect in other words but the automation can help reduce efforts).


So here goes a small blogs post to hopefully inform more customers, partners, community members that this option exists.


I'm talking about the customizing that can be set in SAP Solution Manager by following the instructions of SAP NOTE 1832868 - Automatic Managed System Adjustment after Product Upgrade


An example:

You've got ERP 6 EHP6 and you update it to ERP 6 EPH7. If your system is well maintained and you don't run into an exception which is not covered (see SAP NOTE 1832868 mentioned above), the LMDB will automatically update the system so it's reflected that it has been updated to EHP7.


Figure out what went wrong


To figure out what went wrong when it doesn't work, you'll need to check the job log of SAP_LMDB_NOTIFY_LDB*


If you don't see much detail in there, you might not yet have SAP NOTE 2211344 - Enhancement of the SAP_LMDB_NOTIFY_LDB job log by detailed error descriptions


CR Content consistency (important)


One of the most common reasons why it would not work are CR content inconsistencies so to avoid those, you should read this blog post  by SAP Mentor Matt Fraser so you know how to check the content so you can keep it consistent.

During this years SAP TechEd season there is also one session ITM104 about "Business Process Improvement for SAP solutions". The session of my colleague Sabine Schmitt in Barcelona got recorded. So if you were not able to attend SAP TechEd, then you can watch the 41 minute session here at

http://events.sap.com/teched/en/session/26544.

 

In this session you

  • learn about the basic ideas behind "Business Process Improvement for SAP solutions"
  • get to see a system demo for Business Process Analytics as root cause analysis tool
  • get a system demo about the newly launched Dependency Diagrams, where you can visualize KPI dependencies
  • get an idea how a new application "Progress Management Board" could look like in some future release.

 

 

For more information on Business Process Analytics you can access the following document http://scn.sap.com/docs/DOC-48233. The Business Process Improvement landing page can be found here http://discover.sap.com/germany-business-process-improvement.

Note: Please view this document in the PDF format to view the complete text.

 

Overview:

Work Mode settings can be maintained for Technical Systems, Technical Instances, Hosts and Databases. The configuration is possible at various levels within the Technical Monitoring set up steps. You can maintain Work Mode Specific settings for monitoring on custom template level, alert level, metric level and at the managed object specific settings level.

 

Purpose of the blog:

There are various options available for Incidents, Notifications, Third-Party, Auto-Reaction which can be selected for each workmode. The focus would be on explaining what each option is about in detail. Note:  The functionality mentioned in this blog is applicable to Solution Manager 7.1 SP08 and above SPs and to Solution Manager 7.2 release.

 

Level 1: Custom Template - Template Settings

1. Navigate to Step 4 of System Monitoring scenario on SAP Solution Manager Configuration work center.

2. Select a Custom template.

3. Select the “Template Settings” tab. Options shown in the table below are available for the fields “Automatic Incident Creation”, “Automatic Notification”, and “Third-Party Components” under section “Default Settings”.

1.png

Field

Option

Meaning

Automatic Incident Creation

Active

Automatic Incident Creation is Active at the template level and the user enters the required details.

Inactive

Automatic Incident Creation is Inactive at the template level

Global Settings (Active/Inactive)

If the option "Global Settings (Active) is shown,  it means that Automatic Incident creation is active at the Global level and the template will be using the settings maintained at the Global level

If the option "Global Settings (Inactive) is shown, it means that Automatic Incident creation is inactive at the Global level and the template will be using the settings maintained at the Global level

 

The behavior mentioned in the table above is same for Automatic Notification Creation and Third-Party Components.

 

Note: Global level settings can be viewed on Step 2.3 Default Settings.

 

4. Options shown in the table below are available for the fields “Automatic Incident Creation”, “Automatic Notification”, and “Third-Party Components” under section “Work Mode Functions”.

 

2.png

Workmode

Column

Option

Meaning

Planned Downtime

Automatic Incident Creation

Active

Automatic Incident Creation is Active for the specific workmode at the template level and the user enters the required details. The details entered are only specific to this workmode and is not applicable to other workmodes.

Inactive

Automatic Incident Creation is Inactive at the template level for the specific workmode

Global Settings (Active/Inactive)

If the option "Global Settings (Active) is shown,  it means that Automatic Incident creation is active at the Global level and the workmode at the template will be using the settings maintained at the Global level

If the option "Global Settings (Inactive) is shown, it means that Automatic Incident creation is inactive at the Global level and the work mode at the template will be using the settings maintained at the Global level

Use Default Settings

Settings maintained under the "Default Settings" section will be used by the workmode. By default the value that is selected for each work mode is "Use Default Settings". User can change the option to others if required.

 

 

 

 

The behavior mentioned in the table above is same for Automatic Notification Creation and Third-Party Components.

 

Level 2: Custom template Alert level

 

5. Select the Alerts tab and select an Alert.

 

Options shown in the table below are available for the fields “Automatic Incident Creation”, “Automatic Notification”, “Third-Party Components”, and “Auto Reactions” under section "Default Alert Settings" in the respective tabs (Incidents, Notifications, Third-Party Components and Auto-Reactions).

 

Field

Option

Meaning

Automatic Incident Creation

Active

Automatic Incident Creation is Active at the alert level and the user can enter the required details.

Inactive

Automatic Incident Creation is Inactive at the alert level.

Template Settings (Active/Inactive)

If the option "Template Settings (Active) is shown,  it means that Automatic Incident creation is active at the template level and the alert will be using the settings maintained at the template level. By Default the option "Template Settings" will be selected. User can change the option if he wishes.

If the option "Template Settings (Inactive) is shown, it means that Automatic Incident creation is inactive at the template level and the alert will be using the settings maintained at the template level.

By Default the option "Template Settings" will be selected. User can change the option if he wishes.

 

 

Options shown in the table below are available for the fields “Automatic Incident Creation”, “Automatic Notification”, “Third-Party Components”, and “Auto Reactions” under section “Work-Mode-Specific Alert Settings”.

 

Workmode

Column

Option

Meaning

Planned Downtime

Automatic Incident Creation

Active

Automatic Incident Creation is Active for the specific workmode at the alert level and the user enters the required details. The details entered are only specific to this workmode and is not applicable to other workmodes.

Inactive

Automatic Incident Creation is Inactive at the alert level for the specific workmode

Template Settings (Active/Inactive)

If the option "Template Settings (Active) is shown,  it means that Automatic Incident creation is active at the Template level and the workmode at the alert level will be using the settings maintained at the template level

If the option "Template Settings (Inactive) is shown,  it means that Automatic Incident creation is inactive at the Template level and the workmode at the alert level will be using the settings maintained at the template level

Use Default Settings

Settings maintained under the "Default Alert Settings" section will be used by the workmode. By default the value that is selected for each work mode is "Use Default Settings". User can change the option to others if required.

 

 

The behaviour mentioned in the table above is same for Automatic Notification Creation, Third-Party Components and Auto Reactions.

 

Note: The option Template Settings (Active/Inactive) will not be available for Auto Reactions.

 

Level 3: Managed Object Settings - Template level

 

6. Navigate to Define Scope step.

7. Select a managed object and navigate to Setup Monitoring step.

8. Select the managed object in the table and click on the link “Maintain MO-Specific Settings”.

9. Select the tab “Managed Object Settings”.

10. Options shown in the table below are available for the fields “Automatic Incident Creation”, “Automatic Notification”, and “Third-Party Components” under section “Default Settings”.

 

13.png

Field

Option

Meaning

Automatic Incident Creation

Active

Automatic Incident Creation is Active at the managed object settings template level and the user enters the required details.

Inactive

Automatic Incident Creation is Inactive at the managed object settings  template level

Source Template Settings

If the option " Source Template Settings” is selected, it means that the value which was entered on the Incidents tab of the template which was assigned to the managed object would be used.                                        

By Default the option “Source Template Settings” is selected. User can change to another option if he wishes to.

 

14. Options shown in the table below are available for the fields “Automatic Incident Creation”, “Automatic Notification”, and “Third-Party Components” under section “Work Mode Functions”.

15.png

Workmode

Column

Option

Meaning

Planned Downtime

Automatic Incident Creation

Active

Automatic Incident Creation is Active for the specific workmode at the managed object settings template level and the user enters the required details. The details entered are only specific to this workmode and is not applicable to other workmodes.

Inactive

Automatic Incident Creation is Inactive at the managed object settings template level for the specific workmode

Source Template Settings

If the option " Source Template Settings” is selected, it means that the value which was entered on the Incidents tab of the template which was assigned to the managed object would be used.                                        

Use Default Settings

Settings maintained under the "Default Settings" section of the managed object settings template will be used by the workmode. By default the value that is selected for each work mode is "Use Default Settings". User can change the option to others if required.

The behavior mentioned in the table above is same for Automatic Notification Creation and Third-Party Components.

 

Level 4: Managed Object Settings - Alert level

 

12. Select the Alerts tab and select an Alert.

 

Options shown in the table below are available for the fields “Automatic Incident Creation”, “Automatic Notification”, “Third-Party Components”, and “Auto Reactions” under section "Default Alert Settings" on the respective tabs (Incidents, Notifications, Third-Party Components and Auto Reactions).


Field

Option

Meaning

Automatic Incident Creation

Active

Automatic Incident Creation is Active at the managed object settings alert level and the user enters the required details.

Inactive

Automatic Incident Creation is Inactive at the managed object settings  alert level

Source Template Settings

 

Source template always refers to the template which was assigned to the managed object.

If the option " Source Template Settings” is selected, it means that the value which was entered in the Incidents tab of the alert of the source template would be used.                                        

By Default the option “Source Template Settings” is selected. User can change to another option if he wishes to.

Managed Object Settings (Active/Inactive)

If the option "Managed Object Settings (Active) is shown,  it means that Automatic Incident creation is active at the Managed Object Settings template level and the alert level will be using the settings maintained at the Managed Object Settings template level.

If the option "Template Settings (Inactive) is shown,  it means that Automatic Incident creation is inactive at the Managed Object Settings Template level and the alert level will be using the settings maintained at the Managed Object Settings template level.


Options shown in the table below are available for the fields “Automatic Incident Creation”, “Automatic Notification”, “Third-Party Components”, and “Auto Reactions” under section “Work-Mode-Specific Alert Settings”.

 

17.png

 

 

 

Workmode

Column

Option

Meaning

Planned Downtime

Automatic Incident Creation

Active

Automatic Incident Creation is Active for the specific workmode at the alert level and the user enters the required details. The details entered are only specific to this workmode and is not applicable to other workmodes.

Inactive

Automatic Incident Creation is Inactive at the alert level for the specific workmode

Managed Object  Settings (Active/Inactive)

If the option "Managed Object Settings (Active) is shown,  it means that Automatic Incident creation is active at the Managed Object Settings template level and the workmode at the alert level will be using the settings maintained at the Managed Object Settings template level.

If the option "Template Settings (Inactive) is shown,  it means that Automatic Incident creation is inactive at the Managed Object Settings Template level and the workmode at the alert level will be using the settings maintained at the Managed Object Settings template level.

Source Template Settings

 

Source template always refers to the template which was assigned to the managed object. If the option "Source Template Settings” is selected, it means that the value which was entered on the Incidents tab for the workmode at the alert level of the source template would be used.  By default, the value “Source Template Settings” is used.                                      

Use Default Settings

Settings maintained under the "Default Alert Settings" section will be used by the workmode

The behaviour mentioned in the table above is same for Automatic Notification Creation, Third-Party Components and Auto Reactions.

 

Note: The option “Managed Object Settings (Active/Inactive)” will not be available for Auto Reactions.

 

Further explanation related to the option “Source Template Settings” .

Assuming the component “SV-SMG-MON-ALR-CFG” is used at the Alert level for the work mode Planned Downtime in the source template.

When the option “Source Template Settings” is used for the workmode at the alert level on the Managed Object template, then the value which would be used by the alert for the Planned Downtime would be SV-SMG-MON-ALR-CFG.

This blog is based on the EXP session I gave at SAP TechED Barcelona. On request of SAP TechED attendees and community members who couldn't be present at the session this blog post provides the information I have shared.


The week before SAP TechED Barcelona, I've spent a week at SAP Rot / SAP Walldorf to learn and discuss around SAP Solution Manager 7.2. Thanks to SAP for organizing this event to bring partners who focus on SAP Solution Manager up to date. You can find tweets and screenshots on twitter on hashtag #solman and #sapsoled2015. You can have a look at a condensed storify with screenshots here.


Product versions

 

SolMan72architecture.jpg

Source: https://service.sap.com/roadmaps "Solution Manager roadmap"

 

SAP Solution Manager 7.1 will reach end of maintenance at 31/12/2017 due to the fact that the AS ABAP stack is running on an old SAP Netweaver version (7.0 EHP2) and the AS JAVA stack is using an old SAPJVM 4.1 version. Those old versions run out of maintenance so an upgrade is needed.


SAP Solution Manager 7.2 will run on SAP Netweaver 7.40 (both AS ABAP and AS JAVA) and has the capability to run on AnyDB (Sybase ASE, Oracle, MS SQL, ...) or on SAP HANA. The CRM component goes from CRM 7.0 EHP1 to CRM 7.0 EHP3.


SAP HANA capabilities


SAP HANA can be placed under SAP Solution Manager 7.2 without the need for a SAP HANA license. Ofcourse customers still have to pay themselves for the appropriate hardware. This is a really nice incentive from SAP if you ask me. It can help introduce SAP HANA into organisations that do not yet run SAP HANA and provide the opportunity to get used to it. That way the organisation can prepare to support SAP HANA also for Business Suite and beyond.


It's not yet an S/4 HANA like solution so the data structures are not yet simplified in scenarios that were already existing. It's more like Suite on HANA if one would compare the current state of capabilities and what is leveraged out of the box to the ERP side of town.


This means SAP HANA brings data size reduction comparable to moving from ERP on AnyDB to SAP HANA which is somewhere between factor 4 and 10 (if the source database was uncompressed. Factor 4 is more common) depending on what kind of data is stored (unique entries versus recurring entries which can be compressed to a larger extent).


Further, you can leverage search capabilities of SAP HANA so customers who have a SAP TREX in place for SAP Solution Manager could simplify their landscape and no longer need to use SAP TREX for search capabilities.


In terms of speed, you'll notice it most in reporting capabilities since that selects data rather than scenarios where lots of inserts take place. However, the non optimized embedded BW is still present so in the end the system doesn't unleash SAP HANA performance out of the box. Lots of inserts (for example in Technical Monitoring) is typical for non optimized / simplified scenarios and therefor you won't notice a big performance difference there.


So far, standard SAP scenario's do not specifically require SAP HANA so you could also run on AnyDB (Sybase ASE, Oracle, MS SQL,...) without missing out on scenario's and features at this point in time (SAP HANA specific scenario's might be on the horizon though).


Celonis, a SAP HANA start-up has created a process mining application on top of SAP HANA. This can be leveraged by ITSM to check the process flow of incident tickets. This can help the customer identify where time is lost and where tickets are ping-ponged in between different teams. This can then lead to further optimizations of support provided. I didn't get lots of details on this yet but I assume this does comes with a pricetag since it's created by a start-up company and can be used on top of standard SAP


More scenario's that leverage SAP HANA will come afterwards. SAP has also started work on a next generation SAP Solution Manager (S/4 HANA principals being applied to simplify data, do direct operational reporting, get rid of indexes etc). but that's in a really early stage still.

Moving from SolMan 7.1 to SolMan 7.2 - technical


Upgrade using SUM / Dual Stack split using SWPM


From a technical point of view, an upgrade and dual stack split takes place. This means that you'll end up with two SID's, one for the AS ABAP part and one for the AS JAVA part.


What is AS JAVA still used for?


AS JAVA is still used by SolMan 7.2 for diagnostics agent connectivity and root cause analysis. In theory and probably also practice you could leave it out of the CHARM Solution Manager landscape if you've got two Solution Manager landscapes, one for Technical Monitoring and one for ITSM and CHARM which is not uncommon for large customers.


AS JAVA could also serve the purpose of local SLD for SAP Solution Manager although in general many administrators seem to prefer a central SLD nowadays with a higher Netweaver stack version and seperated maintenance cycles.


Sometimes AS JAVA of SAP Solution Manager is used for Adobe Document Services (ADS) to serve the ERP landscape. I've seen this mostly at smaller customers who do not create a seperate AS JAVA instance for that purpose.


Database options


When you look at the database you also have multiple options:


One database, with two schema's, one schema for AS ABAP and one schema for AS JAVA where both have AS stacks their own SID or a dedicated database for each.


Moving to SAP HANA


When you also move to SAP HANA you perform an OS/DB migration (can be done using SUM DMO for the ABAP stack) and also here you have the above options available. In the HANA Enterprise Cloud (HEC) at SAP, most customers who have been testing SolMan 7.2 SP0 have AS ABAP running against SAP HANA and AS JAVA running against Sybase ASE. However, as noted in the previous "chapter", you could run both instances against SAP HANA using a separate database schema.

Moving from SolMan 7.1 to SolMan 7.2 - functional


There are a lot of changes in SolMan 7.2 so this means SAP partners and customers need to have an understanding of these conceptual changes. These are discusses already in other blog posts and video's that you can access through the SAP Solution Manager space on SCN.


Timeline


Timing wise, SP1 is the first ramp-up version, SP2 is expected around March 2016 and SP3 (General Availability) around July 2016.


User experience

userexperience.jpg

Source: https://service.sap.com/roadmaps "Solution Manager roadmap"


In SAP Solution Manager 7.1 there was a big mixture of different UI technologies: SAPgui, WebDynpro, Flash, Silverlight etc... Not exactly what one would expect or enjoy in general.


This has been improved a lot from what I was already able to access in SolMan 7.2. The start point for the end-user is Fiori launchpad. You'll notice that you different functionality or scenario's are available as tiles there.


Someone asked me the question how handy that really is and asked me what if you want to switch to an ABAP transaction? I found it enjoyable to work through Fiori launchpad and new UI's. It felt rather refreshing. If you want to combine the ability of calling up ABAP transactions and accessing Fiori or SAPUI5 apps, you can leverage Business Client 6 which has just recently released and can handle multiple UI types in a single front-end client.


This new user experience also has some effects on the architecture. If you would also utilize SAP HANA specific applications (running on XS for example) and you would want to combine tiles you need a Web Dispatcher to dispatch to the correct application server.


Test drive SAP Solution Manager 7.2 in the cloud (coming soon)

 

SAPCAL.jpg

SAP is planning to release an image of the SAP Solution Manager 7.2 ramp-up (SP1) to SAP Cloud Appliance Library (SAP CAL). This will allows customers / partners to test drive the different SP stacks of SAP Solution Manager 7.2 ramp-up versions (on SAP HANA even) in cloud environments that are provisioned through SAP CAL (Amazon AWS for example).


Another great initiative of SAP if you ask me, I personally very much like SAP CAL / Amazon AWS capabilities to test drive products of SAP. Expected delivery would be in December.


SAP Solution Manager and SAP Mentors


The SAP Mentors are SAP's knights of the round table if you would express it in Camelot terms. We gather up around the table with SAP to discuss where SAP is going in all product area's of SAP. SAP Mentors are elected through the community (by community members, SAP, SAP Mentors and externals even).


We've got really close connections to the SAP Solution Manager executives and teams so we continuously provide feedback and collaboration on new products and services. We also represent the community at large so we value SAP Community Network and welcome feedback from community members as well as other sources like User Groups. We notice trends through our engagements and bring those forward to SAP.

Overview

 

Business Process Monitoring (BPMon) is an out-of-the-box solution offered by SAP, using Solution Manager to monitor your entire landscape as well as business processes. In short this functionality helps in keeping Techno-Functional side business up and running efficiently with minimum time and efforts.  SAP Solution Manager Tool led towards automation of the business operations and functions in a standardised way.  Based on extensive research and client feedback, SAP has provided standard Key Performance Indicators (KPIs) for the Business Processes which are Assets for the clients.

BPMon – as one essential aspect of Business Process Operations, means the proactive and process oriented monitoring of a company’s core business processes, i.e. the related documents and corresponding dialog transactions and background jobs as well as interfaces. BPMon is intended to create alerts for detected problem as early as possible, so that, the problems can be solved before they become critical for the business. With BPMon in SAP Solution Manager, you can also provide specific error handling procedures in case of alerts and to enable the Solution Support Organization to solve problems without any need to involve the experts. Additionally, BPMon can support the process owners to improve the processes by detecting backlog situations with the help of Business Process Analytics. Improvement means cleaning up old and open business data, close process design gaps, adjust customizing and/or configuration.

In general, BPMon includes the process oriented cross system observation of:


  • Business process performance
  • Background processing
  • Business application logs
  • Data transfer via interfaces between software components
  • Data consistency
  • Technical infrastructure and components required to run the business processes
  • Backlog situations for application related key figures

 

SAP Business Process Monitoring is not only a tool for configuring the monitoring, but additionally comprises detailed procedures for error handling and problem resolution, the precise definition of contact person and escalation paths, and the tight integration into  customer’s Solution Support Organization.




Phases involved


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To simplify the operational model of BPMon, let’s see following four phases of this functionality:


It starts with Business Process Implementation phase where we design, configure/customize customer’s business specific processes as per requirement. This phase leads to initial plan and investment of customer where we design the KPI’s based on their business requirement.

 

(Note: We can use the standard business blueprint generation standard program provided by SAP. This will reduce the time and efforts in creating baseline blueprint. We can modify this blueprint at any point of time as per requirement.)


Business Process Stabilization phase where we focus on justifying the initial investment done by customer. By monitoring the landscape and business processes using SAP Solution Manager, BPMon focus is to minimize the manual efforts and stabilize the entire landscape in both Technical and Functional aspects. This phase also improves the  system and service availability.


Business Process Improvement directs towards achieving optimum results according to the implementation plan. This can be achieved by cleaning old business data, providing sufficient end user training, closing process design gaps, adjusting customizing and/or configuration. This phase also showcases ROI done by the customer by improving the business process operations.


Business Process Optimization & Innovation phase helps in getting better outputs compared to the initial planning and implementation. Re-engineer business processes (BPE/BPR), Process Innovation Minimize process cycle time, Maximize process availability and efficiency are few of the areas where we can focus in this phase.



Governance Model


BPMon will have focused outcomes according to designation and work demand of the involved person in the process. I have tried to create a generalized governance model of this process. This may differ case to case and as per customer requirement.

In the following diagram, based on the person’s responsibility in the entire business process, he/she will get desired reports/outcomes from BPMon functionality.


  • Customer’s Global process owner     Image 2.jpg
  • Business Stakeholders
  • Business Services Teams will be getting an Alert notifications from system for issues in the landscape or business process. If the issue(s) are known and can be easily managed/resolved, these teams will resolve the same on their own and will make sure systems and business processes are up and running. In case more clarification on the issue is required, only then will these teams interact with the Customer’s front office.

 

You can clearly see that Solution Manager and BPMon can create a scenario where Customer is involved in the entire process only when more information or clarification is required, related to issue reported. Else the entire process is automated and respective service provider teams are taking care of operations for customer with minimum efforts. This is the big value gain from customer’s point of view as they are saving huge amount of time and efforts in these operations.





Interaction with other SAP Solman tools


Image 3.jpg

 

This diagram will showcase how SAP Solman and BPMon helps entire business operation as a whole. BPMon will interact with other functionalities to keep the business operations up and running. Solution Manager will act as a Single source of truth in this case and will help in having E2E Integrated Business Services for customer.

 

 

 

 

 

 

 

 

 

 

Journey towards E2E Integrated Business Services

 

Following approach will help in achieving maximum gain from Solution Manager and BPMon. It again, is a generic approach that I chose and similar to the standard implementation approach SAP suggest to follow. This approach helps customer in decision making related to implementing the functionality as well as the related tasks and governance involved in the entire process.

Following are few pre-requisites for BPMon functionality:

  • Setup of system landscape and logical components
  • SAP Solution manager 7.0 Ehp1 or higher with the latest ST 400, ST – SER and ST-A/PI add-ons
  • Business Process defined at the Blueprint phase

 

Image 4.jpg

Pikakala Sebastian

Maintenance Planner

Posted by Pikakala Sebastian Nov 13, 2015

Maintenance Planner can be integrated if you are using Solution Manager 7.1, the traditional Maintenance optimizer is going to be replaced by Maintenance Planner.

 

Besides this if you are using Solution Manager 7.1, you can still integrate to Maintenance Planner, since SAP is providing such feasibility, i think it shouldn't be a constraint to integrate Maintenance Planner into your existing Solution Manager 7.1. The LMDB still has to be updated though, as it sends the managed system information to the SAP Portal and Maintenance Planner retries this information and pushes the XML to our download directory. All you have to do is update to the SAP portal from the LMDB screen.


With MP, there are also other advantages, pool you systems on MP and have one XML stack file, no need to keep change the SIDs of the XML file from the Solution manager using the transitional report RPT_MOPZ_COPY_STACK_XML.


Many Thanks,

Sebastian

Whatever is written and explained in this document is not new and is being used by industry since quite a while but still I did not find a step by step method to compile a simple HTML based notification which can be easily used as notification template.

 

Screenshots and configuration are captured from a solution manager 7.1 SP12, but will approach remains the same. Most of the configuration also use-able for CRM systems. For easy use and readability document is dividend in a few sections as below:

 

Configuration Flow

 

Activate SFW5 Switch


Activate SQM Service Request Management Functionality


Create an Email form


Define Action  and assign the email form


Assign Start and schedule Conditions (definition of the condition is not covered in this document)





Step # 1 Activate or verify that SFW5 Transaction and activate following switch to make the needed framework functionality activation. It is assumed that the basic configuration of  the solution manager is completed and user have the SOLMAN_ADMIN or equal access privileges in sap solution manager

 

 

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Step # 2  Activate SQM Service Request Management Functionality (SPRO CRM)

 

In Customizing under Customer Relationship Management -> Marketing -> Marketing Planning and Campaign Management -> Personalized Mail -> Maintain Attribute Contexts for Mail Forms, you have selected the following:

Attribute Context Marketing Attributes Type

SERVICE REQUEST All Marketing Attribute Sets        SQM Service Request Management

 

In this activity, you can adjust the HTML mail forms you want to use for e-mail notifications.

For more information on the configuration of mail forms, see SAP Help Portal at http://help.sap.com/crm-> <SAP CRM 7.0 and above> -> Application
Help -> Marketing -> Campaign Management -> Personalized Mail.

 

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Might possible that this needed configuration is already there in the system if you are on SP08 or higher, but still validate :

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Step # 3 This document / section describes how we created a Client specific HTML form

 

Now create an Email form (New or Existing, if one is already created. Launch transaction SM_CRM, you need the access and CRM_UI_PROFILE=SOLMANPRO or equal to complete this scenario.

Click on Service Operations and search / create Mail forms.Follow instructions on the screen to define the basic HTML form.


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Once you are done with the HTML form definition, please do not forget to validate or update the hostname and port of the sap solution manager server. You can fix the IP/ hostname or FQDN based on the DNS server you your organizations system name policies.Please refer blue highlighted section for the hostname and port.

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Reference : - OSS note # will b helpful here, 1751307 E-Mail Notification when Information from SAP sent to SM 7.1

 

Your HTML form will look like this:

 

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Step # 4 Define Action (or change if already available) and assign the email form

 

Now as your notification form is ready, this is time to get this form circulated in the CRM transaction workflow. As this is a template so this form cane be used freely in the multiple CRM based transaction or where-ever said method is supported. In following set of the screenshots, I use a copies transaction type SMMJ to ZMMJ (normal change for ChaRM) for using notification template(form)

 

Transaction: CRMC_ACTION_DEF

 

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Make Method Call action type default.

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MAIL_FORM_TEMPLATE name will be the form name created in step # 3

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Step # 5 Once email form is generated and action profile definition is completed you need to work on the conditions

  1. Create Action Definition for the transaction type (ZMMJ_SEND_MAIL_EXAMPLE-XXX)
  2. Start conditions to trigger the action (not covered in this document)
  3. Schedule condition to schedule the action (not covered in this document)
  4. Assignment of the Start and schedule conditions to the action profile (not covered in this document)
  5. Assign the method and Email template to the method call.

 

But still a few screenshots will help to give a fair idea about the configuration :

 

Transaction: CRMC_ACTION_CONF

 

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Now feel free to assign schedule and start conditions on the action profile, you can also design, create schedule and start conditions as appropriate.

Once conditions are assigned you are set to test your newly created HTML notification template with CRM transactions like ITSM, ChaRM etc.

Purpose

 

It’s had been a request in my organization of adding Attachment function on to Service Request Guided Procedure WebUI since my Solution Manger project kicked off. I was very confident in adding the attachment function because the edit mode version of Service Request as BRole SOLMANREQU has the attachment assignment block, well…but it turned out that the attachment view is not built-in view of AIC_SRVREQ_G and couldn’t find any patch making a change of AIC_SRVREQ_G to get the attachment Assignment Block or whatsoever.

 

After some survey and tests, I realized that UI enhancement is the only option in my situation, so I did enhance AIC_SRVREQ_G with the reference to AIC_INCIDENT_G - Incident UI objects. AIC_INCIDENT_G has GC_CM an attachment view not like AIC_SRVREQ_G and is also guided procedure UI as  AIC_SRVREQ_G is. Fortunately, the Attachment object GC_CM is a reusable component, so plugging in GC_CM to AIC_SRVREQ_G like other reusable objects was not impossible.    

 

For my case, I added the GS_CM assignment block on ViewSet AIC_SRVREQ_G/vStep2OV, but you can assign it as a separate step or as a view in a ViewSet. 

 

 

Here are the steps

 

     1. Build 2 component usages for GS_CM, one for edit mode and the other for GS_CM overview mode in the Runtime Repository Editor

     cf > ComponentUsage CUGSCMEdit , ComponentUsage CUGSCMOverview

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     2. Add the interface view CUGSCMEdit.MainWindow under the main Window AIC_INCIDENT_G/MainWindow

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      3. Build Navigation links and tide the in/outbound plugins(ADDxxx, URLxxx, etc) between main views ofCUGSCMEdit and CUGSCMOverview . you can refer Navigation links in AIC_INCIDENT_G

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     4. Assign View CUGSCMOverview.MainWindow  to ViewSet AIC_SRVREQ_G/vStep2OV

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     5. In Component Structure Browser, enhance the Component Controller ~ WD_USAGE_INITIALIZE and register comp. usages CUGSCMEdit & CUGSCMOverview as below, You might not need to enhance this part depending on Solman version. In Solman 7.1, I didn't have to. I recommend that you better to check the same method in the super classes    

 

when 'CUGSCMOverview' OR 'CUGSCMEdit'.

       iv_usage->bind_context_node( iv_controller_type = cl_bsp_wd_controller=>co_type_component

iv_target_node_name = 'BTADMINH'

iv_node_2_bind     = 'PARENTNODE' ).

 

     6. Finally, add the GS_CM Assignment Block to AIC_SRVREQ_G/vStep2OV  via View configuration tool

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Result

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Option

 

You can use the IMG configuration for global activity to assign a new step for AIC_SRVREQ_G. but in that case you should enhance the interfaced methods of target UI component after IMG configuration and have to enhance some more other objects. It was no point to me using such tedious way instead of using a simpler way of just enhancing UI that already exists. However, which way suits to you is totally up to your situation and up to design of your project and, of course, up to your preference.   

 

 

Conclusion

 

Solution Manager 7.1 is a much improved and more user friendly version in comparison of previous ones, Especially, ABAP Webdynpro UI parts look bit loaded with new features but still depending on CRM UI in many ways. Therefore, it’s inevitable to have to use CRM WebUI anyway which requires CRM background technically and functionally. If your organization needs to implant own process into SM, it means you might need CRM guys on that. Hope this article helps your “Solution Manger life” easier ….  

One week from now, I'll be standing in front of the networking session booth, talking to a number of readers of this blog post and to attendees who probably didn't see this post but saw the session name in the schedule and decided to give it a go.

 

I'll be talking about the SAP Solution Manager 7.2. What about the architecture, what does that look like, what needs to happen, what about migrating to SAP HANA, where is the impact etc. What about the ability for SAP partners to test drive the SAP Solution Manager 7.2 once ramp-up starts, I'll touch on what SAP Cloud Appliance Library can do and about Amazon AWS in this perspective.

 

Will I have a fancy slidedeck? I might not . This is all so new that it might not be covered by existing slideware and that I might not have time to still create fancy looking slides but in the end that's not really important in my opinion. What is important is that we can openly talk and discuss about what is already known, what is happening, what is coming and that you get added value out of this session, get some questions answered and get an idea about where things are going.

 

I'm currently at SAP Rot / Walldorf (Germany) for a whole week of SAP Solution Manager 7.2 so I'm all excited and brainwashed already in what's new, what's coming, what's changing and I'm willing to share some of that information (all is not possible since it's just too much) during an expert networking session at SAP TechED Barcelona.

 

Don't believe me? Check out the twitter hashtag #sapsoled2015 for some impressions .

 

So I invite everyone to join in, the session EXP28842 takes place at SAP TechED Barcelona on Tuesday, 17:30 - 18:00 CET Lounge 7, Showfloor

 

EXP28842.jpg

 

You can find it in the session catalog to add it to your calendar.

 

You should join in because this session wasn't prepared months up front so you'll get brand new information, it's still smoldering hot, you'll feel warmth by just being there and sitting down.

 

You'll get passionate speakers in front of you because I'll be joined by Boris Zarske and Jan Kresser so I'll have SWPM experts with me as well to discuss around dual stack split / migration steps (current state).

There was a request in my site asking to display the level of the category id assigned to ITSM/CHARM documents in reference of Multilevel Categorization hierarchy (MC). Unfortunately, SM 7.1 stores them as an unique GUID in a single field though ITSM webui is displaying separated fields for each different category level. Methods in  CL_CRM_ML_CATEGORY_UTIL didn't give any result with the CAT ID & ASP ID from CRM_ORDER_READ. which made me confused but figured out soon. 

If you cannot get result values from CL_CRM_ML_CATEGORY_UTIL~GET_CATEGORYFIRST with 1Order  GUID, you might need to have a look at below codes

Here is the logic that worked for me on the environment of Solution Manager 7.1 SP  13 + BBPCRM 7.01 SP13.


First, You need to get SUBJECT data  either from the function module ' CRM_ORDER_READ' or from the CRM*READ*.  Usually, will get two lines in the subject tab, one for the header, the other for the item and schema GUID and category GUID can be read from table CRMV_ERMS_CAT_CA with ASP_ID  & CAT_ID from subject data. One thing need to remember in selecting data from the table is to make sure whether the data entry status is 'R'(released) and the language key is correct because multiple schema can be assigned but only one of them is to be released .

 

SELECT SINGLE ASP_GUID CAT_GUID

                 FROM CRMV_ERMS_CAT_CA

                  INTO (LV_ASP_GUID, LV_CAT_GUID)

             WHERE ASP_ID = LS_SUBJECT-ASP_ID

                  AND CAT_ID = LS_SUBJECT-CAT_ID

                  AND ASP_STATE = 'R'

                  AND LANG = SY-LANGU.


Now it's time to use utility class CL_CRM_ML_CATEGORY_UTIL for MC


CALL METHOD CL_CRM_ML_CATEGORY_UTIL=>GET_SELECTED_CATEGORY_TREE

             EXPORTING

               IV_SELECTED_CAT_GUID = LV_CAT_GUID

               IV_SCHEMA_GUID              = LV_ASP_GUID

             IMPORTING

*             ET_CAT_TREE                 =

               EV_SELECTED_LEVEL    = LV_SELECTED_LEVEL.


Now you will get the category level of category id in your ITSM/CHARM documents.


In certain circumstance, probably depending on configuration or on package kind, you cannot use order guid directly in  CL_CRM_ML_CATEGORY_UTIL and It needs to get ASP GUID & CAT GUID from table CRMV_ERMS_CAT_CA  before use CL_CRM_ML_CATEGORY_UTIL. 

 

Hope this article helps you guys .

 

Jin

 


My CCTS Implementation experience:

I implemented CCTS in a landscape with ERP, F&R, BW, PI, BO landscape. Here are a few learnings I made in my journey of CCTS implementation and usage:

  1. Make sure that the tp installed on all managed system is latest. SAP recommends specific minimum required tp version but since improvements are delivered by SAP in newer tp versions, latest tp is always preferred
  2. Since uneven logical components cannot be added in the same ccts enabled ChaRM project – it is a challenge to keep the projects minimum in a large landscape. Few tips for project creation
    1. Add landscapes with even logical components in one project (i.e. three system landscapes in one project, four system landscapes in another project)
    2. Any landscapes for which CCTS cannot be used should be kept in a different ChaRM project. It could be possible because you are not on the minimum required version for CCTS usage for that landscape
  3. Make sure the RFCs are setup correctly for all the Managed systems, especially the Trusted RFCs. The Trusted Connections in SMT1 should be properly maintained between SAP Solution manager and Managed systems
  4. For non-ABAP systems TP parameters, make sure that parameter NON_ABAP_WBO_CLIENT is added only for dev systems. There will be issues with Project creation if parameter is added for Test/Quality/Prod.

 

A few issues I encountered:

1- Issue : Error encountered while activating ChaRM Projects - Error getting configuration of systems

     Resolution – Implement SAP Notes 1650265, 1731806 on Managed systems

2- Issue : Error while creating TR for ERP in ChaRM with cCTS

     Resolution – Implement SAP Note 1794405 on managed system

3- Issue : Dump in Managed system while creating TR in ChaRM with cCTS

     Resolution – Implement SAP Note 1818804 and 1731806

4- Issue: Non-ABAP TRs cannot be found for assignment in Change Document

     Resolution – Implement SAP Note 2235737 in Solman

5- Issue : Error while closing Maintenance Cycle for ERP system

     Resolution – Implement SAP Note 1487329 on Managed system

6- Issue : Transport status for TRs shown incorrectly in Transport Management block

     Resolution – Implement SAP Note 2111903  on Solman system

7- Issue : Error while creating user using BP_USER_GEN

     Resolution – Implement SAP Notes 2109854 on Solman

 

Hope it helps!!

 

Thanks and Regards,

Neeti

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