Sap Solman Servdesk Support Message V

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Sap Solman Servdesk Support Message V

  1. 1. SAP Solution Manager Service Desk Using Service Desk Functionality http://www.linkedin.com/in/solutionmanager Wenceslao Lacaze
  2. 2. Service Desk Table of Contents Versioning ..............................................................................................................................................................................3 Author Bio ..............................................................................................................................................................................3 Landscape Preparation: ....................................................................................................................................................4 Users Preparation: ..............................................................................................................................................................4 Cycle overview......................................................................................................................................................................4 Create the Service Desk Message ..................................................................................................................................4 Creating inside Solution Manager.................................................................................................................................5 Acept the Support Message .............................................................................................................................................6 Customer Action..............................................................................................................................................................6 Requester Response ......................................................................................................................................................6 Confirm Message.............................................................................................................................................................7 Using Solution Database ...................................................................................................................................................7 Confirm and Close the Message .....................................................................................................................................8 SAP-SOLMAN-SERVDESK-Support Message-v2.0.doc Page 2 of 9
  3. 3. Service Desk Versioning Version Change Date 1.0 Original 10/06/2008 2.0 Webpage Link. 23/06/2008 Author Bio My name is Wenceslao Lacaze and I’ve been working as a SAP basis Administrator and Solution Manager Consultant for the last 8 years. I’m a Techno-Functional SAP Solution Manager Subject Matter Expert (SME), I Design, Build and Implement the product using “Run Sap” Methodology. I have developed a very extended experience with medium and large scaled SAP 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: wlacaze@gmail.com http://www.linkedin.com/in/solutionmanager You can found more papers at : http://wlacaze.googlepages.com/home SAP-SOLMAN-SERVDESK-Support Message-v2.0.doc Page 3 of 9
  4. 4. Service Desk 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 Message There are 2 ways to create Service Desk Message, inside the Solution Manager, • Directly in the Satellite System SAP-SOLMAN-SERVDESK-Support Message-v2.0.doc Page 4 of 9
  5. 5. Service Desk • Directly inside Solution Manager Creating inside Solution Manager The Service Desk Employee logon to Solution Manager and run the transaction CRMD_ORDER. Click in the Button “Support Message”, if you don’t have add manually in “Extra Settings Specific 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 SAP-SOLMAN-SERVDESK-Support Message-v2.0.doc Page 5 of 9
  6. 6. Service Desk Save. Acept the Support Message The 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” SAP-SOLMAN-SERVDESK-Support Message-v2.0.doc Page 6 of 9
  7. 7. Service Desk Confirm Message The Requester call to confirm that every thing is OK, the Service Desk Employee select “Confirm Message to SAP” Using Solution Database Then the Service Desk Employee select “Create Solution in Database” SAP-SOLMAN-SERVDESK-Support Message-v2.0.doc Page 7 of 9
  8. 8. Service Desk In the Solution Database, the service Desk Employee charge the information refered to Problem Classification and all releated to the Solution Clasification. Confirm and Close the Message The 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. SAP-SOLMAN-SERVDESK-Support Message-v2.0.doc Page 8 of 9
  9. 9. Service Desk SAP-SOLMAN-SERVDESK-Support Message-v2.0.doc Page 9 of 9

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