Fall

08

SAP Solution Manager
Service Desk
Using Service Desk Functionality

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Service Desk 

Table of Contents
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

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Service Desk 

Author Bio
My name is Wenceslao Lacaze and I has 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 has 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 reach me at: Email: wlacaze@gmail.com http://www.linkedin.com/in/solutionmanager

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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

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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 Sold­To Party Reported By

• •

Message Processor Ibase

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Service Desk  Then explain the situation more in detail

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”

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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”

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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.

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Service Desk 

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