Frequently Asked Questions

General Questions

SAP Solution Manager can be ordered via SAP Note 628901. To support you in the implementation of SAP Solution Manager, SAP offers the SAP Solution Manager Starter Pack (chargeable). See the section 'Order Information' on the SAP Solution Manager homepage.

The following items regarding SAP Solution Manager are covered:

  • The SAP Solution Manager Software.
  • The license for SAP Solution Manager Standard Edition.
  • The license for MaxDB (formerly known as SAP DB). If customers choose to use a different database, database license costs may apply depending on the customer's agreement with his database vendor.

To run SAP Solution Manager, customers need the following licenses:

  • SAP Solution Manager
  • Database - The license for SAP DB is covered by the SAP maintenance agreement. If customers choose to use a different database, database license costs may apply depending on the customer's agreement with their database vendor.

This is usually not required for SAP problem messages. For details, see SAP Note 628901 or contact SAP's contract department.

There is no longer any difference between SAP Solution Manager and SAP Solution Manager enterprise edition. The functionality of SAP Solution Manager enterprise edition is now part of Enhancement Package 1 for SAP Solution Manager 7.0.

Installation of SAP Applications

The SAP Solution Manager is the strategic application management platform for our customers and the collaboration between the customer and SAP. To ensure the availability of this application management platform a SAP Solution Manager system is technically required to perform any upgrade or installation of new SAP Applications.During the installation process a SAP Solution Manager system is required to generate the “SAP Solution Manager Key” for the installation of/upgrade. Without this key, the installation process cannot continue. For more information, please refer to SAP Note 811923.

SAP Solution Manager is included in the shipment of SAP Applications.

Yes. You should generate the SAP Solution Manager Key on a SAP Solution Manager that will be connected to the SAP solution. SAP recommends using a central SAP Solution Manager instance for the whole enterprise or in case of SAP channel partners and SAP operation service providers (BPO, Hosting, AMS) to have a central SAP Solution Manager instance for their end customers. The only compelling reason for using a local SAP Solution Manager instance is when it is not possible to link the SAP solution to the central SAP Solution Manager due to technical restrictions (e.g. firewalls for security reasons).

Installation, Configuration, Security & Operations

The technical installation of Release 7.0 takes several hours. The complete installation including system preparation and post processing steps takes approximately one day per SAP Solution Manager system.

Before beginning with the installation of SAP Solution Manager, you should always verify that you have the latest version of the installation guide. For more information, refer to the master guide.

The system has to be dedicated to the SAP Solution Manager. No other components can be installed on top of SAP Solution Manager.

SAP Solution Manager does not necessarily require separate hardware. It can be installed as a separate instance on an existing hardware.

To run SAP Solution Manager for minimal operations (i.e. Maintenance Optimizer, EarlyWatchAlert) a one-system landscape is sufficient. For mission-critical operations (Change Request Management, System Monitoring) the SAP Solution Manager is best run on a 3-system landscape (DEV, QAS, PROD).

To have the benefit of a tight functional integration SAP recommends to run all Scenarios on the same SAP Solution Manager. The SAP Solution Manager Scenarios (like Change Request Management, Root Cause Analysis etc.) should be all executed on a single system, but technically it is possible to run several SAP Solution Managers in parallel.

We recommend that SAP Solution Manager runs on a 64bit system. In case your SAP Solution Manager still runs on a 32bit system, you will have to upgrade to a 64bit system when you migrate from a non-Unicode to a Unicode system.

End-to-End Root Cause Analysis requires a SAP Solution Manager 7.0 with a SAP double stack system (Web AS ABAP and Web AS Java in one SAP system). SAP recommends to run Solution Manager on Unicode (see also customer letter on Unicode). It is required to install all new Solution Manager Installations on Unicode. For customers that have upgraded from previous releases of SAP Solution Manager 7.0 and are not yet on Unicode, SAP recommends to migrate to Web AS ABAP to Unicode. If this is not possible, SAP will support End-to-End Root Cause Analysis with an ABAP stack on non-Unicode as of SAP Solution Manager 7.0 SP13, until the customer has completed the Unicode conversion.

The System Landscape Directory (SLD) serves as a central repository of information for all the systems installed in your landscape. The information is forwarded from the single SLDs on the productive satellite systems (Remote SLDs). This forwarding has to be configured manually for every productive system.



Implementation and Upgrade of SAP Solutions

Implementation content in SAP Solution Manager is release independet. In fact, it is delivered in a separate software package (ST-ICO). This is used as add-on for all SAP Solution Manager releases.

You can download the latest content from the SAP Service Marketplace via /installations > Software Downloads >Support Packages and Patches > Search for Support Packages and Patches > Then search with the search term ST-ICO. 

You can view current implementation content at https://implementationcontent.sap.com/bpr.

With ARIS for NetWeaver, it is possible to download business process models from the implementation content and from implementation or upgrade projects in SAP Solution Manager. You will then be able to use ARIS for NetWeaver to further document and enhance modells. The enhanced models can be uploaded to the corresponding project in SAP Solution Manager again.

From a tool perspective, the SAP Solution Manager implementation function is the successor to the ValueSAP tools, covering implementation aspects. This means that all major ValueSAP/AcceleratedSAP tools such as the Implementation Assistant, Q&Adb, and the Master Lists are replaced by SAP Solution Manager functionality.

Yes. Downloading into Microsoft Project is supported by SAP Solution Manager. Data is downloaded in two steps:

  1. Download into Microsoft Excel
  2. Upload from Microsoft Excel into Microsoft Project

However, to ensure that changes and updates to your project structure in SAP Solution Manager are reflected in Microsoft Project, you must download it again, overwriting your current Microsoft Project structure settings.

Service Desk

For using SAP Solution Manager Service Desk with non-SAP components, please contact your account executive.

Your first step in this case should be to contact your SAP sales representative and give him an impression of your idea. If this is no standard Solution Manager or CRM scenario, sales will include consulting to discuss a solution (e.g. a SAP Solution Manager consulting package). This might be for example a Scoping Workshop with one of the SAP Solution Manager consulting teams from CRM consulting. Afterwards, consulting and sales can make an offer based on the outcome of the workshop.

Solution Monitoring

The system monitoring functions in SAP Solution Manager are based on the CCMS Monitoring Infrastructure. This infrastructure has an open standard interface through which monitoring data can be imported or exported. This interface is already in use by various system management software manufacturers.

All monitoring data from SAP Solution Manager (except for business process step-related data) can be read by system management tools through the CCMS interface.

All monitoring data that is collected by third party system management tools and sent to SAP Solution Manager (via CCMS) can be allocated to a system, an interface or a business process (step) that is represented in the graphical user interface of SAP Solution Manager.

Change Request Management

Yes. The ABAP Change and Transport System (CTS) has been enhanced with SAP NetWeaver 7.0 SPS 12 to be capable of transporting non-ABAP objects (CTS+). CTS+ can be used for transports of all kinds, i.e. ABAP objects, Java objects (SCA, SDA, EAR), Portal-based objects (EPA, PAR), PI objects, SLD content and – in principal – all other file types (DOC, XLS, XML etc.).

OTO is the concept of bundling transport requests logically and transport them with the standard Change and Transport System (CTS+). It is technically enabled by CTS+ to ensure consistent transports of ABAP and non-ABAP changes.

Change Request Management is a scenario of SAP Solution Manager and contains interfaces to the following SAP solutions:

  • SAP Solution Manager for managing project content
  • Project phases for controlling projects
  • HotNews provide the most important SAP Notes for customers
  • Service Desk integration for end-to-end support of incident management and change management
  • Projects for project management (optional)

Delivery of Services

SAP EarlyWatch Alert collects data from the different customer's systems. The collected data is then forwarded to the SAP Solution Manager system for processing.

  • If the SAP EarlyWatch Alert rating is red, the SAP Solution Manager triggers a message to SAP and sends a report to SAP. A SAP service engineer contacts the customer and recommends either a SAP EarlyWatch Check or solutions to the problems.
  • If the SAP EarlyWatch Alert rating is yellow or green, the data remains in the SAP Solution Manager. Every four weeks SAP EarlyWatch Alert data is sent to SAP Support.

You can perform routine services yourself, on-site, using SAP Solution Manager. These standardized self-services are elaborated Best Practices, enabling you to solve and proactively prevent problem situations. All self-services and other SAP services feature automatically generated reports giving technical details of the system and its status. The Service Level Reporting and SAP EarlyWatch Alert trigger alerts and messages that reflect the state of your mySAP solution. The summary service reports form an indispensable source of management information for facilitating decisions concerning hardware and software issues.

Best Practice for Solution Management are documents that simplify and guide you through complex issues in the implementation and management of your solution landscape. By using these Best Practice documents, you benefit from the considerable experience of SAP and its customers. This experience was derived and refined over large numbers of SAP customer projects, as well as deliveries of SAP Support Services such as SAP EarlyWatch Check or SAP GoingLive Check.

Yes, after training and certification all VARs can deliver remote services for their customers via SAP Solution Manager. The SAP Solution Manager is installed at the VAR and customers are connected to it through a remote connection.

SAP Solution Manager Service Desk XT

  • SAP Solution Manager's focus is on application management. The Service Desk XT is not meant to be used for sales or marketing processes, which are core competencies of SAP CRM.
  • SAP Solution Manager Service Desk XT should only be used for IT- and telecommunication device-related requests. With SAP CRM, IT- and telecommunication device-related requests can be processed as well as any other service requests related to, for instance, facility management, technical service management, employee and accounting services and so on.
  • With SAP Solution Manager, a tight integration into Change Request Management, Business Process Monitoring and other application management processes is available, which is not available in SAP CRM.
  • Interaction center and service management functions are core competencies of SAP CRM and will be enhanced on a continuous basis. SAP Solution Manager 7.0 uses CRM 5.0 technology.

SAP Solution Manager and SAP CRM are subject to their own release cycles.

As a prerequisite for Service Desk XT it is recommended to activate the pre-configuration for SAP Solution Manager Service Desk and execute the necessary configuration steps in the SAP Solution Manager Implementation Guide (IMG).

A 3-system landscape (development, test, productive system) is recommended to use SAP Solution Manager Service Desk XT.

 

 

With SAP Solution Manager 7.0 an open interface for exchanging messages with help-desk systems from external providers is available. It enables customers to integrate their existing support infrastructure / help-desk systems with the extended options of SAP Solution Manager's Service Desk to provide support for SAP applications.

This SAP-certified interface can be used by all SAP partners and be implemented in their tools. Messages are exchanged between SAP Solution Manager and the other systems with web services for simple, flexible, and platform-independent operation.

To connect SAP Solution Manager Service Desk to an existing help-desk application, refer to the WebService API specification.

 

 

SAP Solution Manager adapter for SAP Quality Center by HP

After you have purchased the software for the adapter, you can download it from the software download center in the SAP Service Marketplace.

To get a test license, please contact your SAP Account Executive, as test licenses are subject to local agreements. After acquiring a test license for the adapter, you can download the software from the software download center in the SAP Service Marketplace.

Process Scheduling adapter for SAP Solution Manager

After you have purchased the software for the adapter, you can download it from the software download center in the SAP Service Marketplace. 

To get a test license, please contact your SAP Account Executive, as test licenses are subject to local agreements. After acquiring a test license for the adapter, you can download the software from the software download center in the SAP Service Marketplace.

Training

SAP Solution Manager customers can license SAP Tutor for free. The prerequisite is that the customer uses the SAP Solution Manager productively in their SAP Solution. This version of SAP Tutor is licensed for up to five authors to create and edit SAP-related tutorials (This refers to the SAP Tutor Recorder & Editor software). All licensed SAP users of your company can use the SAP Tutor Player software to run SAP-related tutorials. SAP-related tutorials are all tutorials that refer to your SAP Solution and its processes. If you want to use SAP Tutor with more users or for other purposes, please contact your local sales representative or gather more information from the SAP Tutor website www.service.sap.com/SAPTutor.

Customers can create e-learning objects such as simulations and documentation (BPPs, exercises/solutions, work instructions, job aids, configuration documentation and testing documents). These objects can then be attached directly to the appropriate business scenario/business process/process step/role in SAP Solution Manager. Users can then access these objects from role-specific Learning Maps created in SAP Solution Manager.

Troubleshooting

If you have problems with SAP Solution Manager, you can report an incident. Please make use of the message component SV-SMG (SAP Solution Manager in general) and its sub-components.

 

 

There are two possibilities to establish a seamless trust between sending and receiving systems:

  1. Establish a trusted system relationship between the sending and the central system
  2. Use a general user at the RFC destination for logging on to the central system.

Note: If you use a general user at the RFC destination, there is no additional logon. However, in this case, the general user is always displayed as creator in the central system. See also SAP Note 388814.

For both possibilities, the user must have the same user ID in both systems.