Maintenance of Service Desk

Question

Hi all.
Do anybody know what effort is necessary to maintain the Service Desk of the Solution Manager? That means, what costs do I have to expect per month/year? And how long does it take to maintain the Service Desk per month/year and how many people are necessary therefore?
Thanks in advance.
Best regards, Daniela

Answer 1

Here's how I got it to work:
I started with SAP note 691303. There's a SAP Tutor attached to it that shows you the whole process step by step.
This Tutor unfortunately only shows how you setup an email notification when the status of the ticket changed.
We wanted to have this email notification sent out whenever the processor of the ticket changed. So here's how we did differently to what is shown in the SAP tutor:
In transaction SPPFCADM within your action definition, the rule type for your rule should be 'Workflow condition', not a 'condition using BAdI'.
Also in transaction SPPFCADM within the condition configuration (for transportable conditions) --> choose the action definition that you created in the respective action profile.
In this action you have to define a Schedule Condition e.g. Z_SEND_MAIL_AT_PR_CHANGE. Within this condition you have to define a parameter e.g. PROCESSOR_CHANGED. The definition condition should then be &PROCESSOR_CHANGED& = X.
Furthermore you need to create a BAdI Implementation of BAdI CONTAINER_PPF. The filter should be the object type you used in your transaction type for service desk messages, e.g. object type BUS2000116 in transaction type SLFN. In the interface method MODIFY_CONTAINER you can now set the parameter &PROCESSOR_CHANGED& to X whenever the processor has changed - then an email notification will be sent out. I used function 'COM_PARTNER_READ_DB' to get the previous processor and function 'CRM_PARTNER_READ_SINGLE_OB'  to get the current processor.
This is just an example of how an email notification can be sent out. I guess you will also find the possibility to get the information when something else than the processor has changed and then set a parameter accordingly.
Hope this helps. Susanne.