Sap Solman Serv Desk Support Messages

SAP Solution Manager
Service Desk
Using Service Desk Functionality
http://www.linkedin.com/in/solutionmanager
Wenceslao Lacaze
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
Service Desk
Versioning
Version
1.0
2.0
Change
Original
Webpage Link.
Date
10/06/2008
23/06/2008
Author Bio
My 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), 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
Page 3 of 9
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
Page 4 of 9
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 dont 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
Page 5 of 9
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
Page 6 of 9
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
Page 7 of 9
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.
Page 8 of 9
Service Desk
Page 9 of 9

Sap Solman Serv Desk Support Messages

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Sap Solman Serv Desk Support Messages

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SAP Solution Manager

Create the Service Desk Message

Directly inside Solution Manager

Creating inside Solution Manager

This is the Main windows for create a Support Message.

Then explain the situation more in detail

Acept the Support Message

Using Solution Database

Confirm and Close the Message

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