Strengths and flaccidities of Service Desk

Hi all.
In your opinion, what are common strengths and flaccidities of the Service Desk in the Solution Manager? What things are important to name when talking about the Service Desk and his strengths and flaccidities?
Thanks in advance.
Best regards, Daniela

Hi Daniela,
some hints on strengths of Service Desk within SAP Solution Manager.
- SAP Standard
- Part of Standard Maintenance (see SAP Note 628901)
- Messages can be created in any SAP System and will be saved in SAP Solution Manager.
Context data (system id, client, user, language, transaction, Kernel Level, Support Package level, ...) is collected automatically .
Attachments are possible
- Integrated Solution Data Base with TREX search
- Search for SAP Notes
- Flexible adaption via customizing possible.
- Forwarding messages directly to SAP (Service Marketplace)
- Open bidirectional interface to Third-Party Help Desk.
See further information in the following presentation:
www.service.sap.com/solutionmanager -> Media Library -> Use Case Presentations -> SAP Solution Manager - Service Desk
Best regards,
Ruediger Stoecker
Message was edited by: Ruediger Stoecker

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Edited by: Srini24 on May 4, 2010 9:06 AM

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Piont rewarded for solution
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Hello
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Its really good and I have set up the config in that way only.
If useful reward the points.
Thanks
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Strengths and flaccidities of Service Desk

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