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08
Service Desk
Using Service Desk Functionality
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We nce sl ao L aca ze
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.
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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
Cycle overview
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Service Desk
Click in the Button “Support Message”, if you don’t have add manually in “Extra
Settings Specific Push Button 3 = SLFN
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Service Desk
Save.
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”
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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.
All the information Releated whit this suport Message is in “Transaction Data” tab.
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Service Desk
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