The document describes the process for using the Service Desk functionality in SAP Solution Manager. It includes preparing the system landscape and users, creating a support message either within Solution Manager or a connected system, accepting and processing the message by requesting more information or providing a response, confirming the message and closing it out once resolved, and capturing the solution in the database for future reference.

1. SAP Solution Manager
Service Desk
Using Service Desk Functionality
http://www.linkedin.com/in/solutionmanager
Wenceslao Lacaze

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
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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
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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
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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
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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”
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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”
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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.
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9. Service Desk
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