HP Service Manager Exchange with

SAP Solution Manager

Software Version: 1.10 patch 1
For the supported Windows® and UNIX® operating systems

User Guide

Document Release Date: July 2014

Software Release Date: July 2014
User Guide

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Contents
Chapter 1: Background 5
Introduction 5
Audience 5
Prerequisites 6
Architecture 6

Chapter 2: User Scenarios 8

Set up SAP Instance CI in Service Manager 8
SM 7.11 to SAP Solution Manager 7.1 10
Create an incident in Service Manager 10
Open a new incident to send to SAP 11
Open the incident in Solution Manager 12
Check updates in Service Manager 16
Synchronize new information with Solution Manager 17
Check updates from Service Manager 18
Update the incident status in Solution Manager 18
Close the incident in Service Manager 19
Check the incident’s status in Solution Manager 20
SM 9.x to SAP Solution Manager 7.1 20
Create an incident in Service Manager 21
Open a new incident to send to SAP 22
Open the incident in Solution Manager 24
Check updates in Service Manager 26
Synchronize new information with Solution Manager 27
Check updates from Service Manager 28
Update the incident status in Solution Manager 28
Close the incident in Service Manager 29
Check the incident’s status in Solution Manager 30
SM 9.x with Process Designer (PD) 9.30.3 to SAP Solution Manager 7.1 30
Create an incident in Service Manager 31
Open a new incident to send to SAP 32
Open the incident in Solution Manager 34
Check updates in Service Manager 37
Synchronize new information with Solution Manager 38

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Check updates from Service Manager 38

Update the incident status in Solution Manager 39
Close the incident in Service Manager 40
Check the incident’s status in Solution Manager 40
SAP Solution Manager 7.1 to SM 7.11 41
Create incident in Solution Manager 41
Send solution in Service Manager 45
Check the solution from Service Manager 48
Send the incident back to Service Manager 48
Send the incident back to Solution Manager again 49
Close the incident in Solution Manager 50
Check the incident’s status in Service Manager 51
SAP Solution Manager 7.1 to SM 9.x 51
Create incident in Solution Manager 52
Open new incident in Service Manager 55
Check the solution from Service Manager 57
Send the incident back to Service Manager 58
Send the incident back to Solution Manager again 58
Close the incident in Solution Manager 59
Check the incident’s status in Service Manager 60
SAP Solution Manager 7.1 to SM 9.x with Process Designer (PD) 9.30.3 60
Create incident in Solution Manager 61
Send Solution in Service Manager 65
Check the solution from Service Manager 68
Send the incident back to Service Manager 68
Send the incident back to Solution Manager again 69
Close the incident in Solution Manager 70
Check the incident’s status in Service Manager 71

Send Documentation Feedback 72

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 Chapter 1: Background
Introduction 5

Audience 5

Prerequisites 6

Architecture 6

Introduction
This HP integration product implements HP Service Manager Exchange with SAP Solution Manager.
This version only implements Service Manager Incident Exchange with SAP Solution Manager.
Therefore, this document focuses on the HP Incident Exchange.

Businesses today increasingly rely on their mission-critical SAP applications. Disruptions in the SAP
environment have a severe business impact. Keeping the system continuously available has never
been more vital for success. In any SAP landscape, business process disruptions caused by an
application or infrastructure incident must be proactively prevented. If disruptions do occur, they need
to be quickly and efficiently resolved. HP and SAP have teamed up to solve this issue.

Incident management in enterprises today consists of disconnected incident management systems

that often implement divergent processes. This situation diminishes collaboration within IT operations,
lowers quality of service and productivity.

The integration of SAP Solution Manager Service Desk with HP Service Manager provides a cohesive
Incident and Service Request Management solution for the entire enterprise, resulting in higher
enterprise availability, improved service quality and reduced IT costs.

HP Incident Exchange builds a dynamic link between HP Service Manager Software and SAP Solution
Manager Service Desk and improves the Incident and Service Request Management Process
throughout the entire enterprise. HP Incident Exchange offers dynamic integration between HP Service
Manager and SAP Solution Manager Service Desk for improved incident workflow.

The interface to exchange support messages between HP Service Manager and SAP Solution
Manager Service Desk was designed and developed jointly by HP and SAP and is certified by SAP.

Audience
This document is intended for the following audiences:

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Chapter 1: Background

l Incident Analysts (and others involved in Incident Management, such as operators)

l Solution Manager User

l System Administrators (for installation and initial configuration)

Prerequisites
Refer to the HP Service Manager Exchange with SAP Solution Manager Installation and Administration
Guide for the supported component versions.

Architecture

SMSSMEX integrates a single Service Manager server with multiple external helpdesk systems.

l HP Service Manager Server is the HP service desk system.

l Service Manager DB provides persistent storage for HP Service Manager.

l SMSSMEX Client Code consists of RAD and Java scripts, table definitions and GUI formats. The
SMSSMEX webservices are called from this client code.

l WebServer is a Tomcat Web Application Server or WebLogic Application Server that hosts the
SMSSMEX WebService (deployed as a .war file).

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l SMSSMEX WebService exposes the incident webservice of HP Service Manager in the SAP
format and transfers client requests to SAP Solution Manager webservices.

l SMSSMEX Database provides persistent storage for the SMSSMEX WebService.

l SAP Solution Manager is the Service Desk.

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Set up SAP Instance CI in Service Manager 8

SM 7.11 to SAP Solution Manager 7.1 10

SM 9.x to SAP Solution Manager 7.1 20

SM 9.x with Process Designer (PD) 9.30.3 to SAP Solution Manager 7.1 30

SAP Solution Manager 7.1 to SM 7.11 41

SAP Solution Manager 7.1 to SM 9.x 51

SAP Solution Manager 7.1 to SM 9.x with Process Designer (PD) 9.30.3 60

Set up SAP Instance CI in Service Manager

1. Log on to Service Manager as Config.Manager.

2. Click Configuration Management > Search CIs.

3. Set SAPInstance for the Type field.

4. Click New.

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5. Create a SAPInstance CI, and provide SAP Instance Info.

To get System ID, Installation Number and Client information from SAP:

1. Log on to Service Manager as Config.Admin.

2. Click Configuration Management > Configuration Item Relationships.

3. Select MyDevices as the Upstream CI.

4. Select the sapinstance ci as the Downstream CI.

5. Fill in other fields.

6. Click Add.

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7. Click OK.

SM 7.11 to SAP Solution Manager 7.1

Create an incident in Service Manager 10

Open a new incident to send to SAP 11

Open the incident in Solution Manager 12

Check updates in Service Manager 16

Synchronize new information with Solution Manager 17

Check updates from Service Manager 18

Update the incident status in Solution Manager 18

Close the incident in Service Manager 19

Check the incident’s status in Solution Manager 20

Create an incident in Service Manager

1. Log on to Service Manager as a user with the open incident permission.

2. Click Incident Management > Open New Incident. The incident ticket quick add form opens.

3. Fill in required fields for the new incident as necessary:

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n Set MyDevices for the Service field.

n Select a CI of the SAPInstance type for the Affected CI field. The SAPInstance CI describes
the client information of Solution Manager, such as SystemID, Installation Number and Client.

Caution: You should first select Affected Service and then select Affected CI. Please
follow the sequence.

4. Complete the other required fields.

5. Click Submit and then click Open New Incident to create an incident.

Open a new incident to send to SAP

1. Click Incident Management > Search Incidents. The Display Which Incident Tickets form
opens.

2. In the Incident ID textbox, type the ID of the new incident created in step 1 and click Search. The
incident opens.

3. Click the Sap Solution Manager tab and select a Solution Manager client in the SAP Solution
Manager drop-down list.

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4. Click Send Incident to send the incident to SAP.

5. Service Manager receives the Request accepted message after the incident is sent to
middleware successfully. Click OK to close the incident window.

6. After a few minutes, re-open the incident to check whether it is sent to SAP. If the incident is sent
successfully, Service Manager receives the Incident ID message from SAP.

7. Click OK to close the incident window.

Open the incident in Solution Manager

1. Log on to Solution Manager.

2. Click Work Center > SAP Solution Manager: Work Center (SAP GUI) to open Solution
Manager Work Center.

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3. Click Common Tasks > IT Service Management. The SAP Solution Manager IT Service
Management page opens in Explorer.

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4. Click Search > Incidents to open the search window.

5. Type the incident ID in Search Criteria and then click Search. The incident is displayed in the
Result List.

6. Click the incident ID link to open the incident.

7. Fill the required fields (Reporter) and change the Status to In Process.

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8. Click Add Text in Text drop-down section to add description for the incident.

9. Click Save. The incident information synchronizes with Service Manager automatically.

Note: Solution Manager autosaves the text field periodically. The auto-saved text field is not
synchronized with Service Manager.

10. Click Display to switch the incident to view mode.

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Check updates in Service Manager

1. Click Incident Management > Search Incidents. The Display Which Incident Tickets form
opens.

2. In the Incident ID textbox, type the ID of the new incident created in step 1 and click Search. The
incident opens.

3. Click the Sap Solution Manager tab to view the incident’s status from Hidden Metadata.

n Requester: Indicates the incident is sent by Service Manager. Solution Manager is the
provider.

n ProviderProcessing: Indicates the incident is being processed by Solution Manager.

4. Click Activities tab > Journal Updates tab to view the message from Solution Manager. As
shown in the following screenshot, Service Manager receives the message “description from
SAP” from Solution Manager. The read-only textbox displays messages from Solution Manager
every time the incident is updated.

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5. Click Activities tab > Historic Activities tab to view updated log from Solution Manager.

Synchronize new information with Solution Manager

1. Click Activities tab > Update tab and type information in the Update textbox.

2. Click Add Info to synchronize with Solution Manager and then Service Manager receives the
message “Request Accepted”.

3. Click OK to close the incident window.

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Check updates from Service Manager

1. Search the incident and then open it.

2. As shown in the following screenshot, Solution Manager receives update from Service Manager.

Update the incident status in Solution Manager

1. Search the incident and open it.

2. Click Edit to switch to the edit mode.

3. Change the status to Customer Action and then save it.

The incident’s status must be changed to Customer Action or Proposed Solution in Solution
Manager if the incident is closed in Service Manager.

4. Click Add Text to add a Reply type of Text.  This is the solution provided by SAP.

5. Add a Send Solution to External Service Desk scheduled action.

6. Click Save.

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7. Click Display or Cancel to release the incident in Solution Manager.

Close the incident in Service Manager

1. Click Incident Management > Search Incidents. The Display Which Incident Tickets form
opens.

2. In the Incident ID textbox, type the ID of the new incident created in step 1 and click Search. The
incident opens.

3. Click Close Incident to close the incident in Service Manager.

Caution: The incident status in SAP Solution Manager MUST be Customer Action or Proposed
Solution, then the incident can be closed in HP Service Manager side.

Note: Wait for a few minutes after you clicked the Close Incident button. The Close Incident
action is unsynchronized between HP Service Manager and SAP Solution Manager.

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Check the incident’s status in Solution Manager

1. Search the incident and then open it.

2. Solution Manager displays the message “The message is already closed”.

3. The incident’s status is changed to Confirmed.

SM 9.x to SAP Solution Manager 7.1

Create an incident in Service Manager 21

Open a new incident to send to SAP 22

Open the incident in Solution Manager 24

Check updates in Service Manager 26

Synchronize new information with Solution Manager 27

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Check updates from Service Manager 28

Update the incident status in Solution Manager 28

Close the incident in Service Manager 29

Check the incident’s status in Solution Manager 30

Create an incident in Service Manager

1. Log on to Service Manager as an Administrator.

2. Click Incident Management > Open New Incident. The incident ticket quick form opens.

3. Fill in required fields for the new incident as necessary:

a. Click Fill to select an Assignment Group. 

b. Click Fill to select the applicable Affected Service, “MyDevices”.

c. Click Fill to select the Affected CI. The CI describes the client information of Solution
Manager, such as SystemID, Installation Number and Client.

Caution: You should first select Affected Service and then select Affected CI. Please
follow the sequence.

d. Type a Title for the incident.

Note: The Default Impact and Priority values of the affected CI are automatically

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populated to the Impact and Urgency fields of the incident record. You can manually
change these auto-populated values if needed.

Caution: If you specify the Impact and Urgency values first and then specify an Affected
CI with an empty Default Impact or Priority value, the Impact or Urgency value you
selected for the incident record will be cleared.

e. Type a Description for the incident.

f. Click Search Knowledge icon to see if the issue is already logged in the knowledgebase.

g. Complete the required fields in the Incident Details section.

h. Complete the form with any other relevant information.

4. Click Save&Exit and then click Open New Incident to create an incident.

Open a new incident to send to SAP

1. Click Incident Management > Search Incidents. The Display Which Incident Tickets form
opens.

2. In the Incident ID textbox, type the ID of the new incident created in step 1 and click Search. The
incident opens.

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3. Extend the Sap Solution Manager tab and select a Solution Manager client in the SAP Solution
Manager drop-down list.

4. Click Send Incident to send the incident to SAP.

5. Service Manager receives the Request accepted message after the incident is sent to
middleware successfully. Click OK to close the incident window.

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6. After a few minutes, re-open the incident to check whether it is sent to SAP.

If the incident is sent successfully, Service Manager receives the Incident ID message from SAP.

7. Click Cancel to close the incident window.

Open the incident in Solution Manager

1. Log on to Solution Manager.

2. Click Work Center > SAP Solution Manager: Work Center (SAP GUI) to open Solution
Manager Work Center.

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3. Click Common Tasks > IT Service Management. The SAP Solution Manager IT Service
Management page opens in Explorer.

4. Click Search > Incidents to open the search window.

5. Type the incident ID in Search Criteria and then click Search. The incident is displayed in the
Result List.

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6. Click the incident ID link to open the incident.

7. Fill the required fields (Reporter) and change the Status to In Process.

8. Click Add Text in Text drop-down section to add description for the incident.

9. Click Save. The incident information synchronizes with Service Manager automatically.

Note: Solution Manager autosaves the text field periodically. The auto-saved text field is not
synchronized with Service Manager.

10. Click Display to switch the incident to view mode.

Check updates in Service Manager

1. Click Incident Management > Search Incidents. The Display Which Incident Tickets form
opens.

2. In the Incident ID textbox, type the ID of the new incident created in step 1 and click Search. The
incident opens.

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3. Extend the Sap Solution Manager tab to view the incident’s status from Hidden Metadata.

n Requester: Indicates the incident is sent by Service Manager. Solution Manager is the
provider.

n ProviderProcessing: Indicates the incident is being processed by Solution Manager.

4. Extend Activities tab to view the message of Journal Updates. As shown in the following
screenshot, Service Manager receives the message “Desc from Solution Manager” from Solution
Manager. The read-only textbox displays messages from Solution Manager every time the
incident is updated.

Synchronize new information with Solution Manager

1. Extend Activities tab to input “Update from Service Manager” message into New Update textbox.

2. Click Add Info to synchronize with Solution Manager and then Service Manager receives the
message “Request Accepted”.

3. Click Cancel to close the incident window.

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Check updates from Service Manager

1. Search the incident and then open it.

2. As shown in the following screenshot, Solution Manager receives update from Service Manager.

Update the incident status in Solution Manager

1. Search the incident and open it.

2. Click Edit to switch to the edit mode.

3. Change the status to Customer Action and then save it.

The incident’s status must be changed to Customer Action or Proposed Solution in Solution
Manager if the incident is closed in Service Manager.

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4. Click Display to switch to the view mode.

Close the incident in Service Manager

1. Click Incident Management > Search Incidents. The Display Which Incident Tickets form
opens.

2. In the Incident ID textbox, type the ID of the new incident created in step 1 and click Search. The
incident opens.

3. Click Close SAP Incident to close the incident in Service Manager.

Caution: The incident status in SAP Solution Manager MUST be Customer Action or Proposed
Solution, then the incident can be closed in HP Service Manager side.

Note: Wait for a few minutes after you clicked the Close SAP Incident button. The Close
Incident action is unsynchronized between HP Service Manager and SAP Solution Manager.

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Check the incident’s status in Solution Manager

1. Search the incident and then open it.

2. Solution Manager displays the message “The message is already closed”.

3. The incident’s status is changed to Confirmed.

SM 9.x with Process Designer (PD) 9.30.3 to SAP

Solution Manager 7.1
Create an incident in Service Manager 31

Open a new incident to send to SAP 32

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Open the incident in Solution Manager 34

Check updates in Service Manager 37

Synchronize new information with Solution Manager 38

Check updates from Service Manager 38

Update the incident status in Solution Manager 39

Close the incident in Service Manager 40

Check the incident’s status in Solution Manager 40

Create an incident in Service Manager

1. Log on to Service Manager as Incident.Manager.

2. Click Incident Management > Open New Incident. Click the Incident category. The incident
ticket quick form opens.

3. Fill in required fields for the new incident as necessary:

a. Click Fill to select a Subcategory, and then select an Area. 

b. Click Fill to select the applicable Affected Service, “MyDevices”.

c. Click Fill to select the Affected CI. The CI describes the client information of Solution
Manager, such as SystemID, Installation Number and Client.

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Caution: You should first select Affected Service and then select Affected CI. Please
follow the sequence.

d. Type a Title for the incident.

Note: The Default Impact and Priority values of the affected CI are automatically
populated to the Impact and Urgency fields of the incident record. You can manually
change these auto-populated values if needed.

Caution: If you specify the Impact and Urgency values first and then specify an Affected
CI with an empty Default Impact or Priority value, the Impact or Urgency value you
selected for the incident record will be cleared.

e. Type a Description for the incident.

f. Click Search Knowledge icon to see if the issue is already logged in the knowledgebase.

g. Complete the required fields in the Incident Details section.

h. Complete the form with any other relevant information.

4. Click Save&Exit and then click Open New Incident to create an incident.

Open a new incident to send to SAP

1. Click Incident Management > Search Incidents. The Display Which Incident Tickets form
opens.

2. In the Incident ID textbox, type the ID of the new incident created in step 1 and click Search. The
incident opens.

3. Extend the Sap Solution Manager tab and select a Solution Manager client in the SAP Solution
Manager drop-down list.

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4. Update the Status field to Work In Progress, fill in other fields, and then click Save.

5. Click Send Incident to send the incident to SAP.

6. Service Manager receives the Request accepted message after the incident is sent to
middleware successfully. Click Save & Exit to close the incident window.

7. After a few minutes, re-open the incident to check whether it is sent to SAP.

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If the incident is sent successfully, Service Manager receives the Incident ID message from SAP.

8. Click Cancel to close the incident window.

Open the incident in Solution Manager

1. Log on to Solution Manager.

2. Click Work Center > SAP Solution Manager: Work Center (SAP GUI) to open Solution
Manager Work Center.

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3. Click Common Tasks > IT Service Management. The SAP Solution Manager IT Service
Management page opens in Explorer.

4. Click Search > Incidents to open the search window.

5. Type the incident ID in Search Criteria and then click Search. The incident is displayed in the
Result List.

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6. Click the incident ID link to open the incident.

7. Fill the required fields (Reporter) and change the Status to In Process.

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8. Click Add Text in Text drop-down section to add description for the incident.

9. Add Refresh in Ext. Service Desk scheduled action.

10. Click Save. The incident information synchronizes with Service Manager automatically.

Note: Solution Manager autosaves the text field periodically. The auto-saved text field is not
synchronized with Service Manager.

11. Click Display to switch the incident to view mode.

Check updates in Service Manager

1. Click Incident Management > Search Incidents. The Display Which Incident Tickets form
opens.

2. In the Incident ID textbox, type the ID of the new incident created in step 1 and click Search. The
incident opens.

3. Extend the Sap Solution Manager tab to view the incident’s status from Hidden Metadata.

n Requester: Indicates the incident is sent by Service Manager. Solution Manager is the
provider.

n ProviderProcessing: Indicates the incident is being processed by Solution Manager.

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4. Extend Activities tab to view the message of Journal Updates. As shown in the following
screenshot, Service Manager receives the message “Desc from Solution Manager” from Solution
Manager. The read-only textbox displays messages from Solution Manager every time the
incident is updated.

Synchronize new information with Solution Manager

1. Extend Activities tab to input “Update from Service Manager” message into New Update textbox.

2. Click Add Info to synchronize with Solution Manager and then Service Manager receives the
message “being processed”.

3. Click Cancel to close the incident window.

Check updates from Service Manager

1. Search the incident and then open it.

2. As shown in the following screenshot, Solution Manager receives update from Service Manager.

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Update the incident status in Solution Manager

1. Search the incident and open it.

2. Click Edit to switch to the edit mode.

3. Change the status to Customer Action and then save it.

The incident’s status must be changed to Customer Action or Proposed Solution in Solution
Manager if the incident is closed in Service Manager.

4. Click Display to switch to the view mode.

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Close the incident in Service Manager

1. Click Incident Management > Search Incidents. The Display Which Incident Tickets form
opens.

2. In the Incident ID textbox, type the ID of the new incident created in step 1 and click Search. The
incident opens.

3. Update Status to Resolved, and provide solution.

4. Click Save.

5. Click Close SAP Incident to close the incident in Service Manager.

Caution: The incident status in SAP Solution Manager MUST be Customer Action or Proposed
Solution, then the incident can be closed in HP Service Manager side.

Note: Wait for a few minutes after you clicked the Close SAP Incident button. The Close
Incident action is unsynchronized between HP Service Manager and SAP Solution Manager.

Check the incident’s status in Solution Manager

1. Search the incident and then open it.

2. Solution Manager displays the message “The message is already closed”.

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3. The incident’s status is changed to Confirmed.

SAP Solution Manager 7.1 to SM 7.11

Create incident in Solution Manager 41

Send solution in Service Manager 45

Check the solution from Service Manager 48

Send the incident back to Service Manager 48

Send the incident back to Solution Manager again 49

Close the incident in Solution Manager 50

Check the incident’s status in Service Manager 51

Create incident in Solution Manager

1. Log on to Solution Manager.

2. Click Work Center > SAP Solution Manager: Work Center (SAP GUI) to open Solution
Manager Work Center.

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3. Click Common Tasks > IT Service Management. The SAP Solution Manager IT Service
Management page opens in Explorer.

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4. Click Create > Incident. The Incident: New page opens.

5. Fill in the required fields for the new incident as necessary:

n Type a Description and a Reporter for the incident.

n Select a Priority in the drop-down list.

n Click Fill to select the Installed Base Component. This field describes the client information of
Solution Manager, such as SystemID, Installation Number and Client.

n Complete the form with any other relevant information.

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6. Click Schedule new Action in Schedule Actions drop-down section and select Send to External
Service Desk from the list in the new window opened.

7. As shown in the following screenshot, the new action is waiting to be executed in the action list.

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8. Click Save to send the incident to Service Manager.

9. Click Display to switch the incident to view mode.

Send solution in Service Manager

1. Log on to Service Manager as an Administrator.

2. Click Incident Management > Incident Queue. Find the incident from Solution Manager in the
Incident Queue form.

3. Open the incident and check the updated information from Solution Manager.

4. Click the Sap Solution Manager tab to view the incident’s status from Hidden Metadata.

n Provider: Indicates the incident is requested by Solution Manager. Service Manager provides
the solution to Solution Manager.

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n ProviderProcessing: Indicates the incident is being processed by Service Manager.

5. Click Activities tab > Journal Updates tab to view the message from Solution Manager. As
shown in the following screenshot, Service Manager receives the message that displays incident
ID of Solution Manager.

6. Click Incident Detail tab to add solution to the Solution field.

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7. Click Send Solution to send solution provided by Service Manager to Solution Manager.

8. After a few minutes, click the Sap Solution Manager tab to view the incident’s status from
Hidden Metadata.

n SolutionProvided: Indicates the incident has been sent with solution by Service Manager.

And the log is recorded with the message “the solution is proved to Solution Manager” below
the Hidden Metadata textbox. The Send Solution button and the Send Back button are
unavailable and only the Add Info button is active.

n Send Solution: Service Manager provides a solution to Solution Manager. The action is
unidirection. After the action, the incident in Service Manager cannot send a second solution.

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Only adding new information into the incident is allowed. Otherwise, the incident will be sent
back by Solution Manager.

n Add Info: Service Manager can synchronize with Solution Manager continually. The action is
bidirection.

n Send Back: Service Manager rejects the solution from Solution Manager. The action is
unidirection. After the action, the incident in Service Manager cannot be sent back again to
Solution Manager.

9. Click OK to close the incident window.

Check the solution from Service Manager

Search the incident and open it. As shown in the following screenshot, Solution Manager receives the
message “solution from Service Manager” from Service Manager.

Send the incident back to Service Manager

1. Log on to Solution Manager.

2. Search the incident and open it.

3. Click Edit to switch the incident to edit mode.

4. Change the status to In Process.

5. Add a scheduled action Send to External Service Desk.

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6. Click Save to send the incident back to Service Manager.

7. Click Display or Cancel to release the incident in Solution Manager.

Send the incident back to Solution Manager again

1. Log on to Service Manager as an Administrator.

2. Click Incident Management > Incident Queue. Find the incident from Solution Manager in the
Incident Queue form.

3. Open the incident and check the updated information from Solution Manager.

4. Click the Sap Solution Manager tab to view the incident’s status from Hidden Metadata.

The Hidden Metadata field displays “Provider: ProviderProcessing”, which means Solution
Manager is waiting for the solution provided by Service manager.

5. Click Activities tab > Update tab and then type the send back reason in the Update textbox.

6. Click Send Back to send the incident back to Solution Manager.

7. After a few minutes, re-open the incident and click the Sap Solution Manager tab to view the
incident’s status from Hidden Metadata.

The Hidden Metadata field displays “Provider: RequesterProcessing”, which means Solution
Manager is processing the incident. The incident’s ownership is transferred to Solution Manager.

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8. Click OK to close the incident window.

Close the incident in Solution Manager

1. Search the incident and open it.

2. Click Edit to switch the incident to edit mode.

3. Change the status to Proposed Solution.

The incident’s status must be change to Proposed Solution or Customer Action firstly if the
incident is changed to Confirmed.

4. Change the status to Confirmed again.

5. Click Save to close the incident.

6. Click Display to switch the incident to view mode.

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Check the incident’s status in Service Manager

1. Log on to Service Manager as an Administrator.

2. Click Incident Management > Incident Queue. Find the incident from Solution Manager in the
Incident Queue form.

3. Open the incident and check the updated information from Solution Manager.

The Status field is Closed and all buttons about SAP are not available.

SAP Solution Manager 7.1 to SM 9.x

Create incident in Solution Manager 52

Open new incident in Service Manager 55

Check the solution from Service Manager 57

Send the incident back to Service Manager 58

Send the incident back to Solution Manager again 58

Close the incident in Solution Manager 59

Check the incident’s status in Service Manager 60

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Create incident in Solution Manager

1. Log on to Solution Manager.

2. Click Work Center > SAP Solution Manager: Work Center (SAP GUI) to open Solution
Manager Work Center.

3. Click Common Tasks > IT Service Management. The SAP Solution Manager IT Service

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Management page opens in Explorer.

4. Click Create > Incident. The Incident: New page opens.

5. Fill in the required fields for the new incident as necessary:

n Type a Description and a Reporter for the incident.

n Select a Priority in the drop-down list.

n Click Fill to select the Installed Base Component. This field describes the client information of
Solution Manager, such as SystemID, Installation Number and Client.

n Complete the form with any other relevant information.

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6. Click Schedule new Action in Schedule Actions drop-down section and select Send to External
Service Desk from the list in the new window opened.

7. As shown in the following screenshot, the new action is waiting to be executed in the action list.

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8. Click Save to send the incident to Service Manager.

9. Click Display to switch the incident to view mode.

Open new incident in Service Manager

1. Log on to Service Manager as an Administrator.

2. Click Incident Management > Incident Queue. Find the incident from Solution Manager in the
Incident Queue form.

3. Open the incident and check the updated information from Solution Manager.

4. Extend the Sap Solution Manager tab to view the incident’s status from Hidden Metadata.

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n Provider: Indicates the incident is requested by Solution Manager. Service Manager provides
the solution to Solution Manager.

n ProviderProcessing: Indicates the incident is being processed by Service Manager.

5. Extend Activities tab to view the message of Journal Updates. As shown in the following
screenshot, Service Manager receives the message that displays incident ID of Solution
Manager.

6. Input “Solution from Service Manager” message into the Solution textbox in the Incident Detail
tab.

7. Click Send Solution to send solution provided by Service Manager to Solution Manager.

8. After a few minutes, click the Sap Solution Manager tab to view the incident’s status from Hidden
Metadata.

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n SolutionProvided: Indicates the incident has been sent with solution by Service Manager.

And the log is recorded with the message “the solution is proved to Solution Manager” below
the Hidden Metadata textbox. The Send Solution button and the Send Back button are
unavailable and only the Add Info button is active.

n Send Solution: Service Manager provides a solution to Solution Manager. The action is
unidirection. After the action, the incident in Service Manager cannot send a second solution.
Only adding new information into the incident is allowed. Otherwise, the incident will be sent
back by Solution Manager.

n Add Info: Service Manager can synchronize with Solution Manager continually. The action is
bidirection.

n Send Back: Service Manager rejects the solution from Solution Manager. The action is
unidirection. After the action, the incident in Service Manager cannot be sent back again to
Solution Manager.

9. Click OK to close the incident window.

Check the solution from Service Manager

Search the incident and open it. As shown in the following screenshot, Solution Manager receives the
message “solution from Service Manager” from Service Manager.

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Send the incident back to Service Manager

1. Search the incident and open it.

2. Click Edit to switch the incident to edit mode.

3. Change the status to In Process.

4. Create New Scheduled Action “Send to External Service Desk” to send the incident back to
Service Manager.

5. Click Display to switch the incident to view mode.

Send the incident back to Solution Manager again

1. Log on to Service Manager as an Administrator.

2. Click Incident Management > Incident Queue. Find the incident from Solution Manager in the
Incident Queue form.

3. Open the incident and check the updated information from Solution Manager.

4. Extend the Sap Solution Manager tab to view the incident’s status from Hidden Metadata.

The Hidden Metadata field displays “Provider: ProviderProcessing”, which means Solution
Manager is waiting for the solution provided by Service manager.

5. Extend Activities tab to input send back reason in the New Update textbox.

6. Click Send Back to send the incident back to Solution Manager.

7. After a few minutes, re-open the incident and extend the Sap Solution Manager tab to view the
incident’s status from Hidden Metadata.

The Hidden Metadata field displays “Provider: RequesterProcessing”, which means Solution
Manager is processing the incident. The incident’s ownership is transferred to Solution Manager.

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8. Click Cancel to close the incident window.

Close the incident in Solution Manager

1. Search the incident and open it.

2. Click Edit to switch the incident to edit mode.

3. Change the status to Proposed Solution.

The incident’s status must be change to Proposed Solution or Customer Action firstly if the
incident is changed to Confirmed.

4. Change the status to Confirmed again.

5. Click Save to close the incident.

6. Click Display to switch the incident to view mode.

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Check the incident’s status in Service Manager

1. Log on to Service Manager as an Administrator.

2. Click Incident Management > Incident Queue. Find the incident from Solution Manager in the
Incident Queue form.

3. Open the incident and check the updated information from Solution Manager.

The Status field is Closed and all buttons about SAP are not available.

SAP Solution Manager 7.1 to SM 9.x with Process

Designer (PD) 9.30.3
Create incident in Solution Manager 61

Send Solution in Service Manager 65

Check the solution from Service Manager 68

Send the incident back to Service Manager 68

Send the incident back to Solution Manager again 69

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Close the incident in Solution Manager 70

Check the incident’s status in Service Manager 71

Create incident in Solution Manager

1. Log on to Solution Manager.

2. Click Work Center > SAP Solution Manager: Work Center (SAP GUI) to open Solution
Manager Work Center.

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3. Click Common Tasks > IT Service Management. The SAP Solution Manager IT Service
Management page opens in Explorer.

4. Click Create > Incident. The Incident: New page opens.

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5. Fill in the required fields for the new incident as necessary:

n Type a Description and a Reporter for the incident.

n Select a Priority in the drop-down list.

n Click Fill to select the Installed Base Component. This field describes the client information of
Solution Manager, such as SystemID, Installation Number and Client.

n Complete the form with any other relevant information.

6. Click Schedule new Action in Schedule Actions drop-down section and select Send to External
Service Desk from the list in the new window opened.

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Chapter 2: User Scenarios

7. As shown in the following screenshot, the new action is waiting to be executed in the action list.

8. Click Save to send the incident to Service Manager.

9. Click Display to switch the incident to view mode.

10. After a few minutes, re-open the incident to check whether it is sent to Service Manager.

If the incident is sent successfully, SAP receives the Incident ID message from Service Manager.

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Send Solution in Service Manager

1. Log on to Service Manager as Incident.Manager.

2. Click Incident Management > Incident Queue. Find the incident from Solution Manager in the
Incident Queue form.

3. Open the incident and check the updated information from Solution Manager.

4. Extend the Sap Solution Manager tab to view the incident’s status from Hidden Metadata.

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Chapter 2: User Scenarios

n Provider: Indicates the incident is requested by Solution Manager. Service Manager provides
the solution to Solution Manager.

n ProviderProcessing: Indicates the incident is being processed by Service Manager.

5. Extend Activities tab to view the message of Journal Updates. As shown in the following
screenshot, Service Manager receives the message that displays incident ID of Solution
Manager.

6. Update the status to Work In Progress and fill other fields.

7. Click Save.

8. Type solution in the Solution text box in the Proposed Solution tab.

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9. Click Save.

10. Click Send Solution to send solution provided by Service Manager to Solution Manager.

11. Click Cancel to release the incident.

12. After a few minutes, click the Sap Solution Manager tab to view the incident’s status from Hidden
Metadata.

n SolutionProvided: Indicates the incident has been sent with solution by Service Manager.

And the log is recorded with the message “the solution is proved to Solution Manager” below
the Hidden Metadata textbox. The Send Solution button and the Send Back button are
unavailable and only the Add Info button is active.

n Send Solution: Service Manager provides a solution to Solution Manager. The action is
unidirection. After the action, the incident in Service Manager cannot send a second solution.

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Chapter 2: User Scenarios

Only adding new information into the incident is allowed. Otherwise, the incident will be sent
back by Solution Manager.

n Add Info: Service Manager can synchronize with Solution Manager continually. The action is
bidirection.

n Send Back: Service Manager rejects the incident from Solution Manager. The action is
unidirection. After the action, the incident in Service Manager cannot be sent back again to
Solution Manager.

13. Click Cancel to close the incident window.

Check the solution from Service Manager

Search the incident and open it. As shown in the following screenshot, Solution Manager receives the
message “solution from Service Manager” from Service Manager.

Send the incident back to Service Manager

1. Search the incident and open it.

2. Click Edit to switch the incident to edit mode.

3. Change the status to In Process.

4. Create New Scheduled Action “Send to External Service Desk” to send the incident back to
Service Manager.

5. Click Display to switch the incident to view mode.

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Send the incident back to Solution Manager again

1. Log on to Service Manager as Incident.Manager.

2. Click Incident Management > Incident Queue. Find the incident from Solution Manager in the
Incident Queue form.

3. Open the incident and check the updated information from Solution Manager.

4. Extend the Sap Solution Manager tab to view the incident’s status from Hidden Metadata.

The Hidden Metadata field displays “Provider: ProviderProcessing”, which means Solution
Manager is waiting for the solution provided by Service manager.

5. Extend Activities tab to view the comments when SAP rejects the solution.

6. Click Send Back to send the incident back to Solution Manager.

7. Click Cancel to release the incident in Service Manager.

8. After a few minutes, re-open the incident and extend the Sap Solution Manager tab to view the
incident’s status from Hidden Metadata.

The Hidden Metadata field displays “Provider: RequesterProcessing”, which means Solution
Manager is processing the incident. The incident’s ownership is transferred to Solution Manager.

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9. Click Cancel to close the incident window.

Close the incident in Solution Manager

1. Search the incident and open it.

2. Click Edit to switch the incident to edit mode.

3. Change the status to Proposed Solution.

The incident’s status must be change to Proposed Solution or Customer Action before the
incident is changed to Confirmed.

4. Change the status to Confirmed.

5. Click Save to close the incident.

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Check the incident’s status in Service Manager

1. Log on to Service Manager as Incident.Manager.

2. Click Incident Management > Incident Queue. Find the incident from Solution Manager in the
Incident Queue form.

3. Open the incident and check the updated information from Solution Manager.

The Status field is Closed and all buttons about SAP are not available.

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