Monday, September 2
How to setup a support desk scenario on portal
Once a support desk scenario is established for portal, end users can raise support tickets and the tickets go and sit in the solution manager system. But before we go ahead and setup a support desk scenario for portal, we need to make sure that solution manager is installed and support desk plugin is installed in it. Solution manager system is added in the portal system landscape using the system landscape directory. User mapping between portal solman system is done. The user in solman system using which user mapping has been done must have suffisient rights in solman system to open support tickets.
Once these prerequisites are met, create the support iview and attach it to the iviews on which you want support iview to appear. Configure your iviews to display “report a problem” option in the options menu. Follow below steps to do all these actions.
1. In top-level navigation, choose
Content Administration 
Portal Content 
.
2. In the context menu of the relevant folder and choose New iView to launch the iView wizard.
3. In the Source Type step, select Portal Component, and choose Next.
4. In the Portal Archive Selection step, select com.sap.portal.epsolman, and choose Next.
5. Select the EPSolman portal component, and choose Next.
6. Fill out the general iView properties and choose Next.
7. Choose Finish.
8. Select Open the object for editing.
9. In the Property Editor, choose the Show All property category.
10. Maintain the following properties:
o R/3 Installation Number of the Solution ManagerThis can also be the SAP NetWeaver Portal installation number. This number is provided by SAP.o Portal DBMS short nameo Portal DBMS releaseo Valid R/3 connection in jcoDestinations.xml in the Portal System LandscapeThis is usually the system alias that you defined for the Solution Manager system in the system landscape.o Target R/3 Solution Manager versionRelease of the Solution Manager system.o System ID of the Portal (optional)
11. Assign the Report a Problem iView to a role corresponding to your Support Desk scenario.
12. Optional: You can add an item to the Options menu that enables portal users to access the Report a Problem iView. You can add the option to thePage Title Bar in the framework page, or directly to the tray of specific iViews.
o To add the Report a Problem option directly to the tray of any iView:
1. Open the relevant iView in the Property Editor.
2. From the Property Category dropdown list, select Appearance – Tray.
3. In the Show ‘Report a Problem’ Option property, select Yes.
o To add the Report a Problem option to the Page Title Bar:
1. Open the framework page in the Page editor.
2. Select the Page Title Bar iView and choose Properties.
3. In the Property editor, from the Property Category dropdown list, select Appearance.
4. In the Show ‘Report a Problem’ Option property, select Yes.
Once these prerequisites are met, create the support iview and attach it to the iviews on which you want support iview to appear. Configure your iviews to display “report a problem” option in the options menu. Follow below steps to do all these actions.
1. In top-level navigation, choose
2. In the context menu of the relevant folder and choose
3. In the Source Type step, select Portal Component, and choose Next.
4. In the Portal Archive Selection step, select com.sap.portal.epsolman, and choose Next.
5. Select the EPSolman portal component, and choose Next.
6. Fill out the general iView properties and choose Next.
7. Choose Finish.
8. Select Open the object for editing.
9. In the Property Editor, choose the Show All property category.
10. Maintain the following properties:
o R/3 Installation Number of the Solution ManagerThis can also be the SAP NetWeaver Portal installation number. This number is provided by SAP.o Portal DBMS short nameo Portal DBMS releaseo Valid R/3 connection in jcoDestinations.xml in the Portal System LandscapeThis is usually the system alias that you defined for the Solution Manager system in the system landscape.o Target R/3 Solution Manager versionRelease of the Solution Manager system.o System ID of the Portal (optional)
11. Assign the Report a Problem iView to a role corresponding to your Support Desk scenario.
12. Optional: You can add an item to the Options menu that enables portal users to access the Report a Problem iView. You can add the option to thePage Title Bar in the framework page, or directly to the tray of specific iViews.
o To add the Report a Problem option directly to the tray of any iView:
1. Open the relevant iView in the Property Editor.
2. From the Property Category dropdown list, select Appearance – Tray.
3. In the Show ‘Report a Problem’ Option property, select Yes.
o To add the Report a Problem option to the Page Title Bar:
1. Open the framework page in the Page editor.
2. Select the Page Title Bar iView and choose Properties.
3. In the Property editor, from the Property Category dropdown list, select Appearance.
4. In the Show ‘Report a Problem’ Option property, select Yes.
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