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Saturday, September 29, 2012

Service desk configuration in solution manager 7.0 with screens

It is used to generate the support messages from the satellite systems to solution manager.
It is also referred as Helpdesk system, Ticketing system, Issue Management System
It provides a feasibility to create a Message/Ticket from the satellite systems which can
be monitored in Solution Manager
(It is similar to a call handling system)
Ensure that an RFC is defined from Satellite to Solman in SM59 with S_RFC and
S_RFCACL Authorization Objects
Activate Service Desk BC (Business Configuration) SET (by default it is activated) in
TCODE “SCPR20” alternatively use TCODE “SPRO”
Specify the BC Set Name and click on “Activate” Button

it will prompt for a change request

Specify the Description and click on “save” Button

Click on”ok”  Execute the Transaction Code “SM59”

Create a new RFC with type ‘3’

Execute the transaction Code ‘SM30”

Click on “ok”

Click on “New Entries”

Specify OSS_MSG and the RFC Name (SERVICEDESK) click on “save” Button

Click on “ok”

Click on “save”

Goto Any Transaction and Navigate to Help Create Support Message

Specify the Error Message and click on “send” option

Click on “ok”Monitoring the Messages:Execute Transaction Code “DSWP” Operations Service Desk TransactionMonitor or perform the following:TCode “S_SMC_47000017” or” CRM_DNO_Monitor” transaction is used tomonitor the messages.

Select the Message to displayIf the message could not resolved we can search in market place

Sample Profile for SAP Project lead

XXXX XXXXXXXXX                                                                                                     



·         8 plus years  of IT experience in Business Objects and Data Warehousing applications in design, development and implementation
·         Extensive Hands on in Project Management, Project Estimations and Project Deliverables.
·         Extensive knowledge of software development models/standards
·         Ability to achieve project goals within project constraints such as scope, timing and budget
·         Extensively utilized Business intelligence reporting Tools such as Business Objects 5.0/6.5/XI,XIR2, XI3.0, XI3.1
·         Strong working knowledge of Business Objects Application Foundation, Web Intelligence, Full Client, thin client, Designer, Info view, Broad Cast agent, ZABO, Dash Board Manager, CMC, Import Wizard
·         Experience in building universes, Retrieving Data using Universes, Personal data files (MS-Excel), stored procedures and Free hand SQL methods.
·         Created simple and complex reports including: dynamic calculations involving Contexts, Queries, Hierarchies, list of values (LOVS), local variables, Alerters, Ranking and multiple data providers
·         Have got good hands on experience on informatica and cognos reportnet
·         Strong exposure to Software Project Development full life.
·         Good understanding of data warehouse architecture
·         Strong Exposure to SQL, SQLserver, PL/SQL, and RDBMS: Oracle 7.1/8.0/8i/9i/10g
·         Excellent knowledge in analyzing system needs, discuss desired   function with upper management, and successfully interchanged programs to meet the needs of the organization.
·         Involved in different phases of Software Development.
·         Complete project life cycle experience on various projects
·         Well acquainted with Defect Tracking Systems, Word Processors, Spreadsheets, and Office Communication Tools.
·         Possess Excellent Communication and Interpersonal skills. Technically sound, Result-Oriented with strong Problem Solving skills.
·         Innovative & efficient. Capable of working as a Team Member or Individually with minimum supervision.
·         Flexible and versatile to adapt to any new environment with a strong desire to keep pace with latest technologies.

Technical Summary:

BI Tools                       Business Objects (5.0.x, 6.5, XI, XIR2, XI 3.0, XI 3.1, Supervisor, Designer, Web Intelligence, Broadcast Agent Server, Infoview 4.0, BroadcastAgent5.0, WebIntelligence6.0/2.6,CMC, CCM, CMS, Dashboard Manager, import wizard), Cognos report net, Cognos impromptu 7.0, Crystal reports Xi.

Data Modeling              Erwin 3.5.2, 4.0   

ETL Tools                    Informatica Power Center 7.1

Databases                    Oracle 8.x/9i, 10g, DB2 V8, TeraData V2R6.0/V2R6.1, MS Access,
SQL Server 2005.

DB Tools                      TOAD, SQL* Plus, Squirrel client.

GUI                              Developer 2000(Forms 5.0/6.0, Reports 3.0/6.0)
Languages                   Java, C, C++, SQL and PL/SQL.

Web Technologies       HTML, DHTML, Java Script, JSP

Office tools                  MS Office, MS Excel, Edit Plus, Text pad, Crimson, Open Project

Operating Systems       Windows NT/95, 98, 2000, 2003, XP, MS DOS, UNIX.

Web servers                 Apache/Tomcat 4.0, IBM visual Age, WAS 6.0, Oracle Application server

Academic Profile:
·     MSC (Information Systems) from Nagarjuna university, Guntur with 74%(2001-2003)
·     BCA from Osmania university, Hyderabad with 70%(1998-2001)

Professional Experience:

                                                                                                                                  Nov 09 Till date
Senior Project Lead


·         Responsible for the initiation, planning, execution, control and completion of the project
·         Project estimations , Planning  and implementation for new projects
·         Responsible for ensuring successful implementation of projects and production support efforts
·         Ensure project compliance with company Software Quality processes
·         Use of  Open Project ,Open office and excel  for project Management 
·         Provide regular status reports for all activities related to the project
·         Handled the tasks of providing technical leadership and guidance to  the team
·         Responsible for software design reviews, Peer code reviews and software acceptance test activities on a regular basis
·         Identify and resolve issues and mitigate risks
·         Discussions with Onsite team regarding the Requirements , scope and analysis
·         Requirement Analysis , TSD and TDD for the Universes and reports
·         Designing the Business Objects Universes and high level and Low level design for  reports
·         Reviewing the Code, UTPS, Test cases and test Plans
·         Taking initiatives in mentoring and guiding the Team whenever required.

Environment: Business Objects XI R2, BO XI 3.1 Sp2 (Universe Designer, Web Intelligence),SQL, SQL Plus, Oracle 10g, Ab initio GDE:- 1.14.40, PeopleSoft EPM 9.0 with People Tools 8.49,8.51

                                                                                                                                     Jan 10 July 10
Royal Bank of Scotland, Chennai
Technical Lead

New project Called MI & Analytics where in the Customer of RBS is presented with any array of products when he is logged into Internet Banking. Based on the user response, The bank would provide a specific or customized products relevant to that customer the next time he logs in. The project scope is to capture all the successful and not successful trials to help the senior mgmt in decision making and assessing their strategies.


·         Done the Sourcing, Requirement Gathering , Requirement analysis,  resource and effort estimation for a New BO initiative with RBS
·         Interacted with the end users and business for Detail level design and clarifications
·         Successfully won the project for Polaris and got the distinction of first Polaris Managed RBS BO project
·         Draft initial charter and project plan and  Coordinated efforts for completing activities in plan
·         Resource recruitment and mentoring the new team.
·         Served as the single point of contact for the Team to the project stakeholders
·         High level Design for  the Business Objects Universe and webi reports
·         Work allocation and  responsibilities to the team and mentoring the team
·         Successful delivery of the project

Environment: Business Objects XI R3 (Universe Designer, Web Intelligence), DB2

Hospital Corporation of America, Nashville, TN                                               Jul 09 Sep 09
Business Intelligence Lead

The Hospital Corporation of America (HCA) is the largest private operator of health care facilities in the world. The Project is to build a universe for Claims Processing as part of their Adhoc Reporting Purposes. Standard reports like Claim Status Aging, Unbilled Claim Status Aging, and Bill to Financial Class etc were also part of the project initiative.

·         Involved in Full life cycle design and development of Business Objects reporting Applications.
·         Interacted with the end users and business analysts to identify and develop business requirements and transform it into technical requirements.
·         Took initiatives in mentoring and guiding the Team.
·         Conducted JRP/JAD sessions with End User Community addressing software and business needs, business requirements have been met with the application, and resolve open issues and change requests
·         Universe Build including the Analysis, Design and unit testing.
·         Designed the screens of the application for the better understanding of look-n-feel requirements of the application for the customers and developers
·         Use of Designer Module to implement Universes, linkages between tables, creating prompts, Alerts and queries, parsing the Universes, applying contexts and alias tables to remove cyclic dependencies
·         Was responsible for database connections, SQL joins, cardinalities, loops, aliases, views, parsing of objects and hierarchies
·         Test/Debug Business Objects Universe enhancements/modifications in Designer to include new objects, updated tables, and joins
·         Used Multiple Data providers and Merging Dimensions for creating reports in Desktop Intelligence and Web Intelligence

Environment: Business Objects XI 3.1 (Universe Designer, Web Intelligence, Desktop Intelligence,) Oracle 11g, SQL Plus, TeraData V2R6, TeraData SQL Assistant, Windows Server 2008, UNIX.
Bank of America, Chicago, IL                                                                            May 08 Jul 09
Business Objects Consultant

This project is a transition of oracle applications and Business Objects reports from LaSalle Bank (LaSalle National bank, LaSalle Bank Midwest) to Bank of America. The main objective is to support the Reporting application and transition of the applications. Resolving issues and bottlenecks for a smooth transition of the application and supporting the new system structure.

The project involved creating adhoc reports for the business users using Business objects and Oracle. Daily reports included corp sales reports and DDA closures reports. Weekly reports consisted of weekly small business deposit summary, weekly small business loan out standings, WPD EPD Report etc. The monthly reports included Wealth Mgmt Metrics Reports, WM Scorecard, Cross Sell Reports, LPS Integrity etc. Project also involved creating new Universes and using existing universes for new report requests. Some of the universes used were KRM_ADM, Cross Sell etc.

·         Met with department chairs to determine requirements, specifications, and performed analysis. Worked closely with functional system users to document business processes and define system functionality. Responsibilities included designing, building, testing, and deploying Universes and Reports
·         Extensive Report Development both in Deski and Webi in 6.5.1 and XI R2
·         Was an Active participant and took initiatives for doing a POC for BO XI 3.0
·         Designing and Creation of new Universes in Designer using BO XI 3.0
·         Used Desktop intelligence and Webi Rich client for report generation in BO XI 3.0
·         Creation of Universes on OLTP database as well as the Data warehouse using the Universe Designer.
·         Used SQL tool TOAD to run PL/SQL & SQL queries and validate the data pulled in reports.
·         Extensive use of SQL, PL/SQL for Adhoc Reporting to validate the requirements and the functionalities
·         Created Ad-hoc reports using Business Objects functionalities like Cross Tab, Master Detail and Formulas, Alerts, Slice and Dice, Drill Down.
·         Created Users and Groups. Managed users like resetting password, assigning privileges, enabling their ID's & managed Groups.
·         Creation of adhoc reports using web intelligence in XI 3.0
·         Used Free-Hand SQL Data Providers to import Tables not present in the Universe.
·         Used Business views for creation of reports in Crystal reports.
·         Created cross tab, charts, tabular reports in Crystal XI R2

Environment: Business Objects 6.5.1, XI R2, XI 3.0 (supervisor, Web Intelligence, Webi Rich Client, Desktop Intelligence, Designer ) , Crystal XI R2, Oracle 10g,Toad,  PL/SQL, Web Focus, Unix, Windows NT, Windows 2000.

Daimler Chrysler, Detroit, MI                                                                           Feb 07 Apr 08

This project aim is to develop a Business Objects reporting environment and to develop the Universes to meet their reporting requirements. The main objective is to design Universes directly on OLTP database as well as the  data warehouse  and generate various reports as per business requirements.

The project also involved creating mailing labels and reports for the dealers as part of the smart link program. Oil change and discounted coupons were to be drafted for the 3300 dealers using Business Objects. The files were sent to a third party for printing those coupons. Monthly reports included lost souls, lost buyers, customer manuscripts etc. weekly reports like service volume report, key indicator report and adhoc report requests were sent to the dealers directly. Some of these reports were to be put up on dealer connect portal for the dealers to access them online.

·         Requirements gathering, Analysis and Universe design Development of Web intelligence and Desktop intelligence reports.
·         Created initial Classes & Objects, qualification for the Universes in both on/off line modes. Handled Strategies.
·         Worked with a business objects migration team to move all the existing universes and reports from 6.1a to BO XIR2.
·         Linked Universes to share common objects.
·         Linked multiple data providers and merging dimensions in Desktop and web intelligence Reports
·         Created Derived tables for the ease of reporting.
·         Created various dashboards and scorecards to measure the performance of several marketing programs
·         Handled Embedded Functions like @Prompt, @Aggregate Aware, @Select, @Where in the Designer to handle User requests and aggregation tables for report generators.
·         Aided in setting up Multi-Dimensional Analysis, the Slice/Dice & Drill using the Hierarchies Editor.
·         Created Concatenated Objects using Simple Objects.
·         Used Free-Hand SQL Data Providers to import Tables not present in the Universe.
·         Purged Data Providers not playing pivotal role.
·         Formulated Data to appear in Master-Detail, Cross-Tab Reports.
·         Generated pictorial views in the form of 2D, 3D & Pie Charts from existing Reports & Chart Wizard.
·         Developed various reports using Crystal reports xi and used Crystal Xcelsius for creation of various analytics from excel

Environment: Business Objects 6.1a, Xi R2 (supervisor, Web Intelligence, Desktop Intelligence, Designer and CMC, Dashboard Manager), IBM DB2 V8, SQL Server 2005, TeraData V2R6.1, SQL Assistant, Squirrel Client, Crystal Reports XI, Crystal Xcelsuius, IBM AIX 5L 5.3, Windows NT.

Project:        Aug 05 – Dec 06

Employer:       SAPDATABASE           
The Air-cargo Market Intelligence Negotiation Support System (AMI NSS) is a web-based application that facilitates DDAO staff like gateway managers and station managers to enter the growth expectations based on the historic trends. These growth expectations along with the rate and volume offers received from various airlines are used by the system to carry out the process of volume allocation. Existing Cognos packages and reports were also to  be migrated to Business Objects Environment. Reports pertaining to Credit Profile, Product Profile, Funds Transfer & Billing Profile were generated regularly.

·         Involved in doing detailed analysis of packages to trace out the tables/databases involved
·         Translated business requirements into Universe design and Created classes and objects in the Designer according to business objects user’s requirement.
·         Worked with categories in Business Objects repository.

·         Created different types of user profiles using Supervisor.
·         Created the reports using universes as the main data providers and writing the complex Queries including sub quires, unions and aliases.
·         Involved in Development and Deployment complex reports
·         Involved in study of existing operational systems, data modeling and analysis
·         Created Master Detail, Cross Tab reports to view the data in analyzed way.
·         Scheduled reports using Broadcast Agent.
·         Interaction with end users, regularly in order to generate the reports required, these reports were generated using Business Objects functionality such as Slice and Dice, Master/detail, User Responses and Formulas.
·         Design Changes and Report modifications according to the User Requirements.

Environment: Cognos Reportnet Server 1.1.413.8, Cognos Framework Manager 1.1.413.8, Crystal Reports, Business Objects 6.5 (BO Reporter, Designer, Broadcast Agent, Supervisor), Oracle 9.0, Ms-Office, Windows NT.

Project:           Jan 04 –Aug 05


Telstra is a leading telecom service provider in Australia. Leased lines, mobile telephony, internet services are some of the services it provides. The requirement was to setup a   reporting environment and develop reports which provide details about the day to day operations, number of connections given , the details about the communication technicians who are in the field , working etc.
Tasks included the installation and configuration of the Business Objects, development of various reports (performance, status, and Adhoc), setting up security, and the automation of the reporting environment. The development was done under MS Windows NT platform using the following front-end tools to retrieve and manipulate data from an Oracle database application. The production environment was set up on UNIX.

·         Responsible for the Extraction, Transformation and Loading (ETL) of data in Oracle, which involved writing complex SQL queries.
·         Used Informatica as a ETL tool to extract data from source systems to Target system. Our Source Systems are mainly flat files in the form of *.txt or *.log. We have two different stages to reach data in the Data warehouse table.  Created many mapping with Informatica Designer5.1 using many Transformations (Expression Transformation, Router Transformation, Stored Procedure Transformation etc), Look ups etc.
·         Used the Informatica Designer to create complex mappings and mapplets.
·         Experienced in creating Business Objects universes. Installing and configuring Business Objects, Web Intelligence and other Components of Business Objects.
·         Experienced in creating Star Schema for Multi-Dimensional modeling within an enterprise wide Data Warehousing effort.
·         Created new Business Objects users and User Groups using Business Objects Supervisor Module
·         Interaction with end users, regularly in order to generate the reports required, these reports were generated using Business Objects functionality such as Slice and Dice, Master/detail, User Responses and Formulas.
·         Responsible for designing and developing Universes for reporting purposes. Universes were created for post and pre–analysis of the marketing data through in-house Structure using Business Objects designer

Environment:   IBM AIX, Business Objects 5.0, PL/SQL, SQL*Plus, Oracle 8.01, MS Access, JSP, Informatica Power center (Designer 5.1, Repository Manager 5.1, Server Manager 5.1), Windows 98, IIS 4.0.

SAPDATABASE, INDIA                   Software Engineer                                Oct 03-Dec 03          

·         Successfully Completed training in Internet streams and Data Warehousing which includes web-based technology (Java, Oracle, Pl/SQL, Servlets, JSP, HTML, JavaScript, RDBMS, web servers) and
Informatica and Business Objects.
·         Done a project as part of the Training called Work Bench for PL’s. This project dealt with the number of employees who are on bench and who can be allocated into projects etc. This project had servlets as front end and oracle as back end. Some reports were generated using Business objects Reporter.