Who using service desking

Hi all. SM 4.0->Service Desk
Question: For processing message from end user side his must make correction or reply to message processor. To implement this I must create duplicate users in SOLMAN? And end user enter into SOLMAN under duplicate user and working? Or how?

you don´t create USERS but Business Partners and relate them to your "support organization"; this is described in the tutors at
http://service.sap.com/rkt-solman
You can "download" the users and create business partners for them automatically but you need to manually assign them to your support organization.
Markus

Similar Messages

Getting error on status symbol in service desk

Dear Expert,
In my service desk when i m using the T.Code crm_dno_monitor.On clicking on transaction data tab and after that on action tab in status symbol is coming red (incotrrectly processed) and message getting Find support team responsible ,when message created. I m new for service desk.
Kidly suggest me why its coming...
Regards
Ashok

Dear Antony,
Thanks for your reply,I m having doubt regarding Service Desk.Our senerio is such a manner that end user will raise a issue from satellite system then message processor is forward this issue to relevant consultant .So when using the T.Code crm_dno_monitor in transaction data tab
there is Action tab (what is exact function of that tab) in this tab i m finding error. i talk to person who did service desk in our company he told taht its related to mail)So i m confused in that as i m getting six red light there as error.
Three message are coming :-
1.Find support team responsible when message is created.
2.Send message to SAP.
Please suggest me i m get confused.
Regards
Adil

Service Desk - need IB52 iBase "partner assignment" mass change

Dear Ladies and Gentlemen,
We are using SAP Service Desk in Solution Manager 7.0 EhP-1.
There are many satellite systems connected to SolMan using Service Desk.
Of course all of them are setup in SMSY, have a valid iBase entry in IB52, and have the "sold-to-party" assigned in IB52 -> Goto -> Partner.
Now we need to assign a new business partner as "sold-to-party" for all these systems.
We do not want to rename the current business partner, but have to assign a new business partner to not influence existing tickets.
Thus, manually we would need to go to IB52 and change the partner assignment in IB52 -> Goto -> Partner and enter a new value for all the systems.
Q: is there a way to perform a mass change for the "sold-to-party" partner assignment of the iBase entries? Is it possible to update or replace all or multiple existing partner assignments in iBase?
Many thanks,
Peter

Hi Christian,
Can you please tell me how did you create iBase for NON-SAP Systems? I know it is IB51/IB52? I am not sure what do you do after that? For an example I went to IB51 and create iBase number 403? now I go to IB52 and put the 403 in the installed Base field and click on Green arrrow to go inside correct? what do I do after that? where is the options to create the iBase name call "Network Group" ?
How did you solve your issue for not showing when you went to F4 in NOTIF_CREATE? was that authorization error? if yes, do you know the object name?
any help is much much appreciated
Thanks in Advance
Kumar

Service desk for non-sap (please - any inputs are welcome)

hi all,,
I know how to setup service desk for SAP use. Can some one provide me some tips on using solution manager - service desk for non-sap as well? eg: the company wants to use service desk for normal activities as well, as laptop not working, server down, other system issues etc.
The questions I have are -
1) Any specific structure to be created for the non-sap? The way we use in SAP specific environment is to use "SAP Components" while creating tickets. How can we create tickets for non-sap components? What will be the "responsibility" selection?
2) How about the Ibase? For SAP, the ibase already have the data from SMSY. How can I get data for non-sap systems? Anything is SAP to keep the Asset management data (like entries of laptops, servers etc)
Thanks for all the suggestions !!
JZKALH

Hi
You need to go for service desk XT which is the extension of service desk to manage non sap or IT incidents
Check below link
https://websmp110.sap-ag.de/_solutionmanager
Heterogeous system environments are a challenge for IT-service management in any company. The associated complex structures and varying forms of media often make it difficult to realize efficient service processes. With SAP Solution Manager Service Desk - Extended Usage (Service Desk XT), SAP offers a centralized support tool as a single point of access - for service requests and problem tickets related to SAP and non-SAP software.
The Single Point of Access for Support
SAP Solution Manager, which is a standard part of every SAP solution and therefore can be used by all SAP customers, supports users in SAP relevant service requests. The standard function of the service desk is restricted to service requests.
With Service Desk XT, SAP provides an extended support tool, which can be also used for general service requests, for example regarding IT or telecommunication equipment.
This priced add-on does not require additional interfaces to third-party products - the same service requests are used for SAP and non-SAP applications. This simplification is a benefit for your employees.
This solution has been created with IT service providers in mind, especially those which work within a company and currently do not have an IT-service desk application in place or would like to replace an existing system.
Also,
check this link
pg(46)
https://websmp205.sap-ag.de/~form/sapnet?_FRAME=CONTAINER&_OBJECT=011000358700000147532009E
Pg 52 onwards
https://websmp205.sap-ag.de/~form/sapnet?_FRAME=CONTAINER&_OBJECT=011000358700000059742008E
https://websmp205.sap-ag.de/~form/sapnet?_FRAME=CONTAINER&_OBJECT=011000358700000548652007E
Hope it helps
Regards
Prakhar

Solution Manager 4.0 - Service Desk

When I try to create a support message in the system under help or by double clicking the SAP logo, I get the message "Customizing for feedback functionality missing".
I am testing to see how to create messages and resolve them in Service Desk because I will be using Service Desk for supporting issues, and raising to SAP.
I am unable to create a SAP support messages, so can somebody please help me to resolve this issue.
thank you
Bilaal

hi
Check the RFC destination in you r setallite system ...
SM30 and enter BCOS_CUST in table/view click on maintain ... here you should have RFC destination defined ... LIKE
Appl + Dest + +
OSS_MSG W SM_SS1CLNT120_BACK CUST620 1.0
Where SM_SS1CLNT120_BACK is your RFC destination to Solution manager system.....
Regards
Farooq

Solution manager service desk - configuration -pls help

Hi Forum,
I have completed basic configuration of service desk (solution manager 7.1) and able to realize things like create/process/confirm message and email notification after automatic support team determination (which works well based on component). However facing below issues and have few requirement.
1. Once the support team gets determined automaitcally based on component field 'Support Team' gets filled with a predeifined value which is obvious however furhter to that when i wish to change the 'Support Team' manually its grayed out i.e. i am not able to change it as it goes to non-edit mode. how to solve this issue?
2. In mail notification if message is raised from the satellite system or solution manager itself i am receiving the details of the system e.g. products installed and software components which makes message unneccesarily long. Can i configure system to produce e-mail noification without system info so that a notification can be kept short. (This is required as client needs to use service desk for internal purpose and not happy to see the system information as its increasing the length of the message)
3. While creating organizational structure in /nppoma_crm . i have created organizational unit/Support team/support employees..now in support team determination e-mail notification goes to the determined supoport team (to bp for which e-mail id is entered) however it doesnt goes to the employees mapped under support team as members (pls note bp for each member is maintained along with the e-mail id)
4. I would like to know the method used for automatic sold-to-party determination as like support team determination & is it possible to reset the number range as while test plenty of messages got created e.g. 8000000584/8000000585/8000000586 to be reset to 8000000001 again so client can start from 8000000001.
Please help by sharing your thought on this at earliest.
Regards,
Rupesh
Edited by: rupesh_modi12 on Dec 23, 2011 12:25 PM

Hi Jitu,
Thank you very much for sharing the links. However sad to say after succesful configuration still the issues mentioned below remains same :
1. Once the support team gets determined automaitcally based on component field 'Support Team' gets filled with a predeifined value which is obvious however furhter to that when i wish to change the 'Support Team' manually its grayed out i.e. i am not able to change it as it goes to non-edit mode. how to solve this issue?
2. In mail notification if message is raised from the satellite system or solution manager itself i am receiving the details of the system e.g. products installed and software components which makes message unneccesarily long. Can i configure system to produce e-mail noification without system info so that a notification can be kept short. (This is required as client needs to use service desk for internal purpose and not happy to see the system information as its increasing the length of the message)
3. While creating organizational structure in /nppoma_crm . i have created organizational unit/Support team/support employees..now in support team determination e-mail notification goes to the determined supoport team (to bp for which e-mail id is entered) however it doesnt goes to the employees mapped under support team as members (pls note bp for each member is maintained along with the e-mail id)
4. I would like to know the method used for automatic sold-to-party determination as like support team determination & is it possible to reset the number range as while test plenty of messages got created e.g. 8000000584/8000000585/8000000586 to be reset to 8000000001 again so client can start from 8000000001.
Regards,
Rupesh

Create new components for service desk

Hi All,
For Service Desk, to use it for non-SAP components, we are planning to create new Z* components. Can some one tell me how to do it? From reading through the messages, I can see that adding entries to tables - dswp_csncomp and dswpcsncomptxt should be able to create the components. When I tried going to SM30 and provided these table names, its not letting me maintain the tables. When i click Maintain, it gives me the message - "The called function with the view/table DSWPCSNCOMPTXT needs a special maintenance dialog which, however, either does not exist at all, or does not exist completely" - Can some one tell me how this can be done - please ?
Thanks!

Hi Jim,
It is sap hierarchy you can't edit it and the thread you are referring to
it is a development they have talked about which i have told you earlier itself but that will create a problem during upgrades and you need to test it everytime after upgrade so you need to check before to go for that development.
Secondly you can go for service desk XT license there is small variation and separate license to be taken and then you can use service desk for NON SAP problem
like printer not working etc
Hope it helps.
Regards
Prakhar

Service Desk - third party interface using XI content

Dear all,
I am looking for any guide/documents or any procedure to connect a third party interface to solution manager service desk using the XI content available in Solution Manager. I have got information about how to use web services to meet the requirement or even using Business connectors. But I heard that from solman 7.0 onwards, we can use XI feature inbuilt in Soluton Manager for this.
Does anyone has any idea about this? If you have done this before, could you please share how to proceed?
Thanks a lot for any help..
Rajeev

Hi,
U can find the
XI contents available for downloads from from SAP Service Marketplace.
https://websmp204.sap-ag.de/swdc > Downloads> Support Packages and Patches ¨ Entry by Application Group--> SAP Content --> Process Integration Content (XI Content).
Cheers,
Siva Maranani.

Solution manager 7.1 Service desk can be used for multiple customers

Dear all,
Please help me on the below situation
we have configured solution manager 7.1 service desk for one customer , if we have 2 to 3 customers is it possible to use the same service desk
we have 900 ume client has give to customer A here he can raise the ticket and tickets are monitored easly ,if we have two to three customers
do we need create supperate client for them ? if we create supperate client
what about the ume
if we have in a same client for all the 6 customers , eod how to monitor the tickets ?
tickets are in a sequance order
example: customer a ticket number 800000801
customer b ticket number 800000803
after six months if the a customers want all the tickets how to get it ?
You can reach me on 9666633938
[email protected]

Hi,
If you want to send an email when the status is changed please do the following custominzing:
T.Code SPPFCADM
Select appl. CRM_ORDER and Define Action Profile
Enter into action profile SMIN_STD and copy SMIN_ STD_MAIL to ZMIN_STD_MAIL (Include "Z" into the description to identify later)
Select Schedule Automatically and Partner Dependant (select Reporter, Support Team...based on you requirement)
Check in Processing Type that Method, Class and SmartForm is assigned.
Now you have define the action profile.
Come back to T.Code SPPFCADM
Select appl. CRM_ORDER and Condition configuration
Active Technical Names and go trough SMIN_ STD, you should create here the action profile defined in the previous step. In the right side go to button "create" and select the action profile ZMIN_STD_MAIL.
Into this new step go to Schedule Condition Tab where you should create a new definition, when you want that the action is execute (button Edit Condition) where you should create a condition like:
USER STATUS = E0001SMIN0001 (E0001 is the status and SMIN0001 the status profile assigned to the transaction type)
Now you have schedule your action profile
The last work is to configure the t.code SCOT. It should be done by your basis team.
Regards,
Marta Prendes

Can CRM be used to replace SM service desk?

I have this question for a long time that is whether it is possible to use CRM functionallity monitoring CHARM related
change requests since they are CRM type tickets.
We use txn crm_dno_monitor to access change requests (CR) so far. Can we use CRM web client OR other CRM txn to do them same thing, even replace the SM service desk?
Thanks!

Not sure what CHARM is but that t-code CRM_DNO_MONITOR looks very much like data an agent can track in the CIC agent inbox.
There are many flavors of CIC's that have been created including for service. There is a small video in this url
http://www.sdn.sap.com/irj/scn/elearn?rid=/library/uuid/f0067aae-77a6-2b10-a4a8-c0ead7826cbd

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

How to analyze and evaluate Service Desk Tickets

Hi folks,
we are running SolMan 4.0 SP12 and I implemented Service Desk as well as ChaRM.
For ChaRM I copied SDHF (Urgent Correction) to ZDHF (does not work properly right now, but I won't give up on that..).
My question: how do I evaluate those processes? For example it would be nice to know..
- how long has it has taken to solve a problem?
- how much cost was generated?
- does the Support Team work efficient?
- where are the bottlenecks in the whole workflow system?
Are there any transactions who deal with the given information to answer those questions? Maybe in a management-friendly way?
If not, does anybody know in which tables this information is saved?
I was searching over and over but it is very hard (impossible?) to gather relevant information concerning SolMan. Forum Points will be rewarded as a matter of course!

Hey Dirk,
You need to go for some Zdevelopments to suit your requirement...
There is SAP Standard report named RDSWP_REP_SERV_DESK, it can be used for various Type of analyses....
Just try out and let me know if this is helpfull..
There are no other Standard reports which would do this for you..
Let me know how it goes...
And plz reward for usefull post...
Regards,
Anand....

Service desk: Hide links (queries) in the work center view

Hi,
we are using the service desk towards our customers.
Basically we have to sets of roles: one for consultants (ourselves) and one for our customers.
Our customers are entering the service desk through a web-interface.
If the consultants enters the web-interface, they can see reports and queries to the left, and they can open and edit tickets.
If the customers enters the web-interface, they cannot see queries and reports in the left navigation bar, and they can not open and edit tickets.
Now we need a third possibility:
A customer need to open and edit tickets, but they should not be allowed to define (or even execute) queries.
Because when they can define queries, they get access to see all other customers tickets. And that is not good.
How to obtain this?
Thanks a lot in advance.
/ peter

Based on your comments, I take it that you may not implementing a formal first level support who can perform these tasks as recommended by solman standard. If you are, your customer can request reassignment using their reply option, and the support tech performs the task. You can implement some sort of email notification process to inform the new BP.
Alternatively, I can suggest two modifications if you have a developer at your disposal:
1) in your solution manager system, clone the incident create web dynpro to ensure population of the required fields to the customer and to suit your requirement. Here you can also remove the SU15 text id checks.
2) in your satellite system, modify the function group which triggers the create incident process and have it launch the cloned web dynpro above.
My apologies, I don't have access to a solman system immediately to give you the exact object names for the above suggestions.
Cheers,
P

Service Desk Determination. In the support message Sold to party &

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.
Following things done for adding satellite system BI to Solman.
1) IBase creation for BI is done.
2) SMSY configiration also done for BI
3) BP no created in Solman, mapped identification also.
What else i need to check.
Can anybody tell me which roles I need to assign the BI end users for raising the message. Is this issue related to roles
Regards
PK

Hi,
There are several predefined roles for Support Desk, containing specific authorizations.
Rolle
SAP_SUPPDESK_ADMIN Administrator role for Support Desk. Comprises
authorizations to configure Support Desk
SAP_SUPPDESK_PROCESS Role for processing Support notifications. Comprises all the
authorizations for notification processing and using the Solution Database
SAP_SUPPDESK_DISPLAY General display role, no authorization to create or change
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

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 using service desking

Similar Messages

Maybe you are looking for