Sap Solman Serv Desk Support Messages

8/3/2019 Sap Solman Serv Desk Support Messages

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Service DeskUsing Service Desk Functionality

SAP Solution Manager

h t t p : / / w w w . l i n k e d i n . c o m / i n / s o l u t i o n m a n a g e r

W e n c e s l a o L a c a z e


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SAP-SOLMAN-SERVDESK-Support Message-v2.0.doc Page 2 of 9

Table of Contents

Versioning ............................................................ ............................................................ ...................................................... 3Author Bio ............................................................ ............................................................ ...................................................... 3Landscape Preparation:....................................................................................................................................................4Users Preparation: ...................................................... ............................................................ ............................................ 4Cycle overview......................................................................................................................................................................4Create the Service Desk Message ........................................................ ............................................................ ..............4Creating inside Solution Manager.................................................................................................................................5Acept the Support Message ......................................................... ............................................................ ........................6

Customer Action..............................................................................................................................................................6Requester Response ........................................................ ............................................................ ..................................6Confirm Message.............................................................................................................................................................7

Using Solution Database ..................................................... ............................................................ ..................................7

Confirm and Close the Message ........................................................... ............................................................ ..............8


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VersioningVersion Change Date

1.0 Original 10/06/2008

2.0 Webpage Link. 23/06/2008

Author BioMy name is Wenceslao Lacaze and Ive been working as a SAP basis

Administrator and Solution Manager Consultant for the last 8 years.

Im a Techno-Functional SAP Solution Manager Subject Matter Expert (SME), IDesign, Build and Implement the product using Run Sap Methodology.

I have developed a very extended experience with medium and large scaledSAP installations in several (multi)national environments.

I am based in Argentina, but work all around the World.I work directly for clients or via an agency.

I do speak Spanish, Italian and English fluently.You can contact me at:

Email: [email protected]

http://www.linkedin.com/in/solutionmanager

You can found more papers at :

http://wlacaze.googlepages.com/home


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Landscape Preparation:For this Demo we use 3 client inside Solution Manager

801 Development 802 Quality 803 Productive

Users Preparation:We create 2 diferent users and profiles

Creates and confirm the Change Request

Handles the Service Desk Message and Creates a Change Request

Cycle overview

Create the Service Desk MessageThere are 2 ways to create Service Desk Message, inside the Solution Manager,

Directly in the Satellite System


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Directly inside Solution Manager

Creating inside Solution ManagerThe Service Desk Employee logon to Solution Manager and run the transaction CRMD_ORDER.

Click in the Button Support Message, if you dont have add manually in Extra SettingsSpecific Push Button 3 = SLFN

This is the Main windows for create a Support Message.

For create a Support Message you need to identify some information:

Description Sold-To Party Reported By Message Processor Ibase

Then explain the situation more in detail


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Save.

Acept the Support MessageThe Service Desk Employee logon to Solution Manager and open the support Message

8000000167 and put the status in In Process

Customer Action

The Service Desk Employee ask for more detailled information and change the status to Customer

Action

Requester Response

The Service Desk Employee put the response for the Requester and put the Status to In Process


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Confirm MessageThe Requester call to confirm that every thing is OK, the Service Desk Employee select Confirm

Message to SAP

Using Solution DatabaseThen the Service Desk Employee select Create Solution in Database


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In the Solution Database, the service Desk Employee charge the information refered to ProblemClassification and all releated to the Solution Clasification.

Confirm and Close the MessageThe the Service Desk Employee close the Service Message changing the Status to Confirmed

All the information Releated whit this suport Message is in Transaction Data tab.


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Documents

Sap Solman Serv Desk Support Messages