10.SAP Service Desk Configuration.pdf

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SERVICE DESK CONFIGURATION ConfidentialDocument

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Willsys Infosystems Pvt Ltd., Email:[email protected], Contact: 040-23732609

APPLIES TO:Service Desk

SUMMARYThis article explains how to configure and activate the Service Desk.

AUTHOR:K.VENKATA RAMU.

COMPANY:Willsys Infosystems Pvt. Ltd.,

CREATED ON:17

thMarch 2012.


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SERVICE DESKIt 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 SystemIt provides a feasibility to create a Message/Ticket from the satellite systems which canbe 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 ObjectsActivate 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


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Specify the Description and click on save Button

Click onok

Execute the Transaction Code SM59

Create a new RFC with type 3


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Create the SERVICEDESK RFC Connection from NBI to SOL System


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Execute the transaction Code SM30

Specify the Table Name BCOS_CUST and click on maintain


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Click on ok

Click on New Entries


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

Click on ok

Click on save


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Goto Any Transaction and Navigate to HelpCreate Support Message

Specify the Error Message and click on send option


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Click on ok

Monitoring the Messages:Execute Transaction Code DSWPOperationsService DeskTransactionMonitor or perform the following:TCode S_SMC_47000017 or CRM_DNO_Monitor transaction is used tomonitor the messages.


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


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Related Content:

www.help.sap.com

www.sdn.sap.com/irj/sdn/index.

Disclaimer and Liability Notice:

Willsys Infosystems will not be held liable for any damages caused byusing or misusing the information, code or methods suggested in this document,and anyone using these methods does so at his/her own risk.

Willsys Infosystems offers no guarantees and assumes no responsibilityor liability of any type with respect to the content of this technical article or codesample, including any liability resulting from incompatibility between the contentwithin this document and the materials and services offered by WillsysInfosystems. You agree that you will not hold, or seek to hold, WillsysInfosystems responsible or liable with respect to the content of this document.

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10.SAP Service Desk Configuration.pdf