level 14
Janewar
楼主
Symptom
In the context of the certification as a Partner Center of Expertise (PCOE), a VAR (value-added reseller, system reseller) wants to inform SAP that customers will be handling incident processing using the incident processing system of the VAR in the future.
For customers of the VAR, the SAP One Support Launchpad should indicate that the installation in question is looked after by the system reseller as well as displaying the installation number. For this purpose, a link to the support page of the VAR is displayed.
Other Terms
SAP Solution Manager
Reason and Prerequisites
In the context of the certification as a PCOE, a VAR wants to go live with their incident processing system for their maintenance customers. The blocking of incident creation in the SAP Support Portal prevents the parallel creation of incidents and therefore unnecessary costs for the VAR.
The prevention of incident creation can be set up either for all VAR-delivered support customers of a VAR, or for no customers. Blocking individual customers is not possible.
This function affects only VAR delivered support customers and not SAP delivered support customers.
Solution
At least two weeks before the planned go-live, the VAR enters an incident with the following details to inform SAP:
Component: XX-SER-SAPSMP-SUP
Short Text: VAR Service Desk go-live
Description:
Service Desk go-live for customers: <Go-live date>
link: <URL to the VAR support site or directly to the incident processing system>
- Blocking the incident creation in the SAP One Support Launchpad for ALL customers: <Yes/No>
Note the following: If an affiliated company of a VAR has no individual technical installation number and cannot enter a go-live incident, the incident must be entered using the VAR customer number to which the central VAR Solution Manager belongs. An e-mail from the requesting affiliated company of the VAR should be attached to the incident.
Consider the following:
The go-live incident is required for partners that deliver VAR-delivered support. This also applies for partners that use the infrastructure of an affiliated company that is also a PartnerEdge VAR.
Blocking the creation of new incidents for VAR customers in the SAP One Support Launchpad is not mandatory but recommended. This also applies for partners that use the infrastructure of an affiliated company that is also a PartnerEdge VAR.
VARs that use a third party tool instead of the SAP Solution Manager Incident Management can also block the creation of incidents for their customers.
You cannot activate or deactivate individual customers for blocking. The blocking is based on the customer number of the VAR and thus all related customers.
If the creation of customer messages is not blocked, the system invoices the VAR for incidents directly created by customers to SAP.
Refer to chapter 7.6 "How to Define a Short URL Alias as Access to the WebUI?" of the SAP Solution Manager 7.2 VAR Configuration Guide.
You can specify a URL that refers either directly to your SAP Solution Manager, directly to your incident processing system, or to one of your websites containing additional information for your customers.
Customer view if their installation is blocked:
The customer can call the incident application of SAP because they may have installations that are not maintained by a partner.
If an installation is selected that is looked after by a VAR, the installation number is grayed out. Instead, the partner name and a link to the support page of the partner are displayed.
Partner view if the customer installations are blocked:
Even if the customer installation is blocked, the VAR can still enter an incident in the name of the customer at SAP.
However, this option should only be used in emergencies if the SAP Solution Manager of the partner is unavailable.
For more information about the use of the SAP One Support Launchpad, refer to the Incident Management Guide for VAR.
Important:
- Read SAP Note 510007 for information about HTTPS error messages.
2018年10月18日 12点10分
1
In the context of the certification as a Partner Center of Expertise (PCOE), a VAR (value-added reseller, system reseller) wants to inform SAP that customers will be handling incident processing using the incident processing system of the VAR in the future.
For customers of the VAR, the SAP One Support Launchpad should indicate that the installation in question is looked after by the system reseller as well as displaying the installation number. For this purpose, a link to the support page of the VAR is displayed.
Other Terms
SAP Solution Manager
Reason and Prerequisites
In the context of the certification as a PCOE, a VAR wants to go live with their incident processing system for their maintenance customers. The blocking of incident creation in the SAP Support Portal prevents the parallel creation of incidents and therefore unnecessary costs for the VAR.
The prevention of incident creation can be set up either for all VAR-delivered support customers of a VAR, or for no customers. Blocking individual customers is not possible.
This function affects only VAR delivered support customers and not SAP delivered support customers.
Solution
At least two weeks before the planned go-live, the VAR enters an incident with the following details to inform SAP:
Component: XX-SER-SAPSMP-SUP
Short Text: VAR Service Desk go-live
Description:
Service Desk go-live for customers: <Go-live date>
link: <URL to the VAR support site or directly to the incident processing system>
- Blocking the incident creation in the SAP One Support Launchpad for ALL customers: <Yes/No>
Note the following: If an affiliated company of a VAR has no individual technical installation number and cannot enter a go-live incident, the incident must be entered using the VAR customer number to which the central VAR Solution Manager belongs. An e-mail from the requesting affiliated company of the VAR should be attached to the incident.
Consider the following:
The go-live incident is required for partners that deliver VAR-delivered support. This also applies for partners that use the infrastructure of an affiliated company that is also a PartnerEdge VAR.
Blocking the creation of new incidents for VAR customers in the SAP One Support Launchpad is not mandatory but recommended. This also applies for partners that use the infrastructure of an affiliated company that is also a PartnerEdge VAR.
VARs that use a third party tool instead of the SAP Solution Manager Incident Management can also block the creation of incidents for their customers.
You cannot activate or deactivate individual customers for blocking. The blocking is based on the customer number of the VAR and thus all related customers.
If the creation of customer messages is not blocked, the system invoices the VAR for incidents directly created by customers to SAP.
Refer to chapter 7.6 "How to Define a Short URL Alias as Access to the WebUI?" of the SAP Solution Manager 7.2 VAR Configuration Guide.
You can specify a URL that refers either directly to your SAP Solution Manager, directly to your incident processing system, or to one of your websites containing additional information for your customers.
Customer view if their installation is blocked:
The customer can call the incident application of SAP because they may have installations that are not maintained by a partner.
If an installation is selected that is looked after by a VAR, the installation number is grayed out. Instead, the partner name and a link to the support page of the partner are displayed.
Partner view if the customer installations are blocked:
Even if the customer installation is blocked, the VAR can still enter an incident in the name of the customer at SAP.
However, this option should only be used in emergencies if the SAP Solution Manager of the partner is unavailable.
For more information about the use of the SAP One Support Launchpad, refer to the Incident Management Guide for VAR.
Important:
- Read SAP Note 510007 for information about HTTPS error messages.