Sap Solman Servdesk Oss Message V2.0

Service Desk Using OSS Message Functionality

SAP Solution Manager

h t t p : / / w w w . l i n k e d i n . c o m / i n / s o l u t i o n m a n a g e r

W e n c e s l a o L a c a z e

Change Request Management – Service Desk

SAP-SOLMAN-SERVDESK-OSS Message-v2.0.doc of 10

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 Send to SAP .......................................................................................................................................................................7 Response from SAP ........................................................................................................................................................7 Confirm Message.............................................................................................................................................................8

Using Solution Database ...................................................................................................................................................8 Confirm and Close the Message .....................................................................................................................................9



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: [email protected]

http://www.linkedin.com/in/solutionmanager

You can found more papers at :

http://wlacaze.googlepages.com/home



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



• 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



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”



Send to SAP

The Service Desk Employee put some description in “Information to SAP” ,change the status to

“Sent to SAP” and then select “Send Message to SAP”

Response from SAP

SAP Response the Support Message, The Service Desk Employee change the Status to “Proposed

Solution”, and select “E-mail to Message Creator(Mail)” in the TaskList.



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”



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 Oss Message V2.0

Technology

Transcript of Sap Solman Servdesk Oss Message V2.0