Searching the Help
To search for information in the Help, type a word or phrase in the Search box. When you enter a group of words, OR is inferred. You can use Boolean operators to refine your search.
Results returned are case insensitive. However, results ranking takes case into account and assigns higher scores to case matches. Therefore, a search for "cats" followed by a search for "Cats" would return the same number of Help topics, but the order in which the topics are listed would be different.
Words and Phrases
| Search for | Example | Results |
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| A single word | cat
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Topics that contain the word "cat". You will also find its grammatical variations, such as "cats". |
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A phrase. You can specify that the search results contain a specific phrase. |
"cat food" (quotation marks) |
Topics that contain the literal phrase "cat food" and all its grammatical variations. Without the quotation marks, the query is equivalent to specifying an OR operator, which finds topics with one of the individual words instead of the phrase. |
Using Boolean Operators
| Search for | Operator | Example |
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Two or more words in the same topic |
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| Either word in a topic |
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| Topics that do not contain a specific word or phrase |
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| Topics that contain one string and do not contain another | ^ (caret) |
cat ^ mouse
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| A combination of search types | ( ) parentheses |
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- Install and Administer Service Manager Exchange with SAP Solution Manager
- Existing Fragmented Incident Management Workflow
- Deployment Scenarios
- Installing and Configuring SMSSMEX
- Upgrading to SMSSMEX V1.20
- Customizing Service Manager
- Configuring SAP Solution Manager
- Configuring Security
- Licensing
- Status Page
- Troubleshooting
- Incident Exchange Details
- Installing and Configuring SAPCRYPLIB
- Logging
- Deploying Button Icons
- SAP System Landscape Directory Registration
Existing fragmented Incident Management workflow
Performance monitoring of an SAP environment must include SAP and non-SAP applications.
SAP Solution Manager Service Desk
To monitor and manage SAP environments, IT operations management uses the SAP Solution Manager Service Desk to collect information about SAP systems and serves as an internal help desk for SAP installations. Users and administrators can create support messages from any SAP system. The messages are processed centrally in the Solution Manager Service Desk.
If the support message involves an SAP application, a solution may be available in the SAP Service Marketplace or from SAP Active Global Support or from the in-house SAP support team. But if the issue is not caused by the SAP application, the message will be forwarded to the administrators responsible for the non-SAP systems. The support call needs to be entered in a second or third service desk and tracked until resolved. In the meantime, the SAP Service Desk team waits for feedback before closing the call and informing the originator, who is temporarily left “in the dark”.
Service Manager
An incident can also be reported to the service desks monitoring non-SAP applications and infrastructure hardware and software. Many SAP customers have integrated these tasks in Service Manager, which is able to support nearly all IT application and infrastructure components.
If a support call, for example, pertains to a “printing issue from an SAP application” and the Service Manager team detects no issue with the printer hardware or software, the call will be forwarded to the SAP service desk team to check whether it is related to the SAP application. Again the service call must be re-entered in a service desk, in this case in the SAP Solution Manager Service Desk. Additional information or attachments regarding the error or error resolution must be forwarded manually. The Service Manager team has to wait for feedback before informing the requesting user and closing the call.
In both cases the disconnected service desks and the fragmented incident management workflow impede the service desk team’s ability to resolve problems. Disadvantages of this non-integrated workflow are:
- Only limited and often inconsistent information about the incident is available.
- It is difficult to monitor, track and report incidents or to work together toward resolution.
- Manual workarounds are required for the handover of incidents between the SAP and non-SAP service desks and for information updates.
- There is insufficient synchronization. The same incident may get reported, recorded and tracked in separate service desks, or the incidents may get lost or ‘dropped’.
- Expertise about the interrelationships of SAP applications with non-SAP applications and other IT components is lost.
This results in productivity loss and reduced quality of service.
