Who generally configures the Service Desk?

Who generally configures the Service Desk, Basis or configurers?
Thanks
Judy

Dear Friend,
It is a team of consultant who configures.
Basis will install solman and create and assign roles to person as communicated by Solman Func
Solman functional consultant who does all the configuration like conf status action profile ..mail etc....
Only if standard needs to be enhanced then we req developer
Developer if mailing smartforms should be changed or validation are required/BADI Implementation.
I hope it clarifies your doubt.
Please assign Pts.
Edited by: Prakhar Saxena on Sep 16, 2008 9:02 AM

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if [ -f "/Applications/Symantec Solutions/LiveUpdate.app/Contents/MacOS/Liveupdate" ]
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Hi Gurus,
Can anyone help me solving my problem,
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Hi Nico Effenberger ,
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You need to create a start condition.
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hi all
plz tell me how to configure service desk on sol 4.0
The available guides for 3.2 is not helping for 4..
plz tell me from wer i can get a proper guide ...
Thank you

Hi,
Congrats that you are into Solman 4.0 We have got Hardship ahead.
As first thing you need to <b>Define Service Desk Destination in the Solution Manager</b>.
then define number range for message types.
Also take care that your IBase componants are intalled, Create Business partners.
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Feel free to revert back i hope i can help you.
--Ragu

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gurus ,
after creating a creating a service desk message to solution manager system via HELP->CREATE SUPPORT MESSAGE ,
how does the message creator from satellite system will view/change the message created by them at late point of time ?

Susin,
the problem is a commonly asked one that I get when I present the Solution Manager to customers. There is always the question: How can the user see the status of the ticket?
From my point of view you can give them access to the worklist but I guess it is really a pain for the user to log on to SolMan and to access the information from there through a complex transaction.
Alternatively to provide the user with access to the ticket system, you could consider sending out an email on (all or only critical) status changes from the system bei assigning an activity to the status change. That might be much easier for the user (and for you).
After looking at and working with work centres I think it would be worth to install the neccesary patch level. It is really beneficial, for the user reporting a problem, as well as for your help desk monitoring their issues.
Since it is a very common question, and Ruediger seems to be close to the source, can you (Ruediger) maybe provide some information how SAP is going to handle that in the future? Is SAP purely focussing on the work centers in Solution Manager, or is SAP planning on a track & trace possibility within the satellite system for the users?
I guess there is no easy solution to your problem, but maybe I was able to provide some ideas how to provide more funtionality.
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After installation of TREX server on solution manager server, when i run SAF
Search Engine Name :STANDARD
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Hi ,
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Dear Friends,
Sold to Party , IBASE & Component are not fetching the support message created from Satellite system BI.
I have configured the Service Desk for satellite system ECC 6.0. Now I have configured it to BI, but Sold to party & IBASE & Component are not fetching in the support desk message.
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Hi,
There are several predefined roles for Support Desk, containing specific authorizations.
Rolle
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SAP_SUPPDESK_PROCESS Role for processing Support notifications. Comprises all the
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notifications
SAP_SUPPDESK_CREATE Role to create Support notifications. This role must be
assigned to both users who will create notifications in the
SAP Solution Manager and to users who will create
notifications from the satellite systems in the SAP Solution
Manager.
Regards,
Deepanshu

How to give the replay service desk messages

Hi Gurs,
I configured the service desk , now i am able to see the satilite system messgages in crm_dno_monitor , but how can i give the replay to the message please help me .
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Hi Gopal Rao,
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Hope this will address your message.
Regards,
44040

Service desk configuration for solution manager

hi this ,
sudheer i have configured the service desk configuration on my solution manager system with all satellite system, i have mapped all business partners in my satellite systems to solution manager , and also iam able to see all messages are send by business partners using DSWP transaction, but how to see reply from solution manager sytem to satellite system ( message inbox of satellite system)
can any body tell the configuration of satellite system to see reply message from solution manager ?
thanks and regards
sudheerkoppala@ g ma il .com

>
sudheer koppala wrote:
> sudheer i have configured the service desk configuration on my solution manager system with all satellite system, i have mapped all business partners in my satellite systems to solution manager , and also iam able to see all messages are send by business partners using DSWP transaction, but how to see reply from solution manager sytem to satellite system ( message inbox of satellite system)
> can any body tell the configuration of satellite system to see reply message from solution manager ?
There is no "message inbox" in satellite systems, but you can use the SAP Solution Manager to have a central access to all reported messages.
Configure Work Center "Incident Management" in SAP Solution Manager and grant access for message reporters.
See answers to similar question in accessing the service desk message from satellite system
Best regards,
Ruediger

Is there any service desk guide for Solution Manager 7 configuration?

Dear Sir:
I would like to configure the service desk of solution manager 7.
but all i found documents are for solution manager 4.
the IMG setting and other steps are quite different...
wondering is there any new guide or step by step documents for specific solution manager 7?
Regards
Jack Lee

hi,
There is no direct document which is that much specific
Have you checked this document
https://websmp101.sap-ag.de/~form/sapnet?_SHORTKEY=01100035870000722612&_OBJECT=011000358700000122472008E
U can follow the steps and if u dont find any node u cn search in SPRO
in solman 7 mainly all the activities are under the node SPRO->scenario-specific->service desk
rest check this
Service Desk: Support team determination
/people/dolores.correa/blog/2007/10/06/service-desk-support-team-determination
Service Desk Implementation Guide
/people/bruyneel.guillaume/blog/2008/05/02/service-desk-implementation-guide-part-i
/people/bruyneel.guillaume/blog/2008/06/13/service-desk-implementation-guide-part-ii
Hope it helps,
Regards
Prakhar

Service Desk: Support Team Assignment from User not in a Support Team

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The issue surrounds automatic assignment of Support Teams when a ticket is submitted.
In cases where people assigned to the org structure (PPOMA_CRM) submits a ticket, the support team is assigned correctly (via Rule 13200137 in PFAC_RESPO), but when an end user submits a ticket, it doesn't assign a Support Team.
I have not assigned end users to the org structure because they are not part of the support team and have been using PPOMA_CRM to only establish the support org structure.
So the question is what am I missing to configure SolMan 7.0 so tickets from general users are assigned to the appropriate support team?
Thank you,
Brian

Brian,
It sounds like you did not maintain the identification tab with the ibase for the end users. You have to list every system a user can create tickets for on their identification tab in the General Partner role.
It should look something like:
<system ID> <identification number> <client> <userid>
DEV 1234567890 100 BSMITH
QAS 1234567890 100 BSMITH
PRD 1234567890 300 BSMITH
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You do not have to fill out the employee role for end users for the functionality you desire.
regards,
Jason

Service desk message flow

Hi Guru's,
I need help on the flow of service desk in solman 4.0.I have configured the service desk and iam able to send messge from satellite systems to solman.Anybody please tell me after recieving the support message how the message should be processed and what is the flow or how one cycle for a message process should be completed??.its urgent anybody please help me out..

Hi Sanju,
Once the service desk message is raised, you can see that message using CRM_DNO_MONITOR transaction in Solution Manager system.
Click on the link of the message, it will take you to the message. There the status of the message will be "new", "message created by" field will be filled and the "message processor" field need to be selected.
These messages are to be selected either by "Processors" themselves for processing, or there can be a co-ordinator who will assign the messages to appropriate processors.
These processors will change the status to "In process" and will work on the issue.
Once it is resolved, the status can be changed appropriately like "proposed solution".
The creator of the message has to check whether the solution is upto his satisfaction and has to close the message or reopen it.
You can see this flow in the Service Desk iTutors by following the below link.
https://websmp205.sap-ag.de/~form/sapnet?_SHORTKEY=01100035870000633637&
Under "Technical Roles", go to "Customer's Support Organization".
There in the "Service Desk" area you can find all information relating to your requirement.
Dont forget to reward points for useful answers.
best regds,
Alagammai.

Who generally configures the Service Desk?

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