Solution Manager Demonstration

May 23rd, 2012

Insert complete company name

SolMan Demonstration Agenda

SolMan Introduction
Business Partner Transaction
Ticket Demonstration:
Create Ticket
Research by Ticket #
Research by Support Group
Update Ticket
Reassign Ticket to Group
Reassign Ticket to Individual
Close Ticket
Questions

Confidential - Insert complete company name

SolMan Introduction

SolMan SAP Solution Manager

SAP solution that facilitates technical support and which contains
functionalities that cover SAP and Non-SAP applications

Benefits when used as SAP Service Desk Ticket Tracking Tool due
to be an SAP friendly environment

Because of its design is compatible with components from SAP

Modules, connecting both technical and business processes

Confidential - Insert complete company name

Add SolMan Environment

If the user does not have SAP GUI installed in users computer, the Local
Help Desk should be contacted in order to install the system.

Before start the configuration, be sure that the option With Wizard is
disable in SAP option.

Confidential - Insert complete company name

Add SolMan Environment

Now in the SAP Menu, click in User Defined button.

Confidential - Insert complete company name

Add SolMan Environment

SAPP-Line currently uses the Incident Management Module from

SolMan.
Description
MPC Solution Manager Production
Application Server
ciMPC.ncsbe.eu.jnj.com
System ID
MPC
System Number
30
SAP System
R/3
Server Location
Belgium
Confidential - Insert complete company name

Solman Main Transactions

Tcode
Tcode
Tcode
Tcode

- ZLA_DNO_MONITOR Transaction Monitor

BP Maintain Business Partner
Notif_create Create ticket
SU3 Maintain Users Own Data

Confidential - Insert complete company name

Business Partner Transaction

BP Transaction is available in the Main Menu

Confidential - Insert complete company name

Business Partner Transaction

Research by specific person (user / analyst):

Research by Support Team:

Confidential - Insert complete company name

Ticket Demonstration
CREATE A TICKET

RESEARCH BY TICKET #

RESEARCH BY SUPPORT GROUP

UPDATE TICKET
REASSIGN TICKET

GROUP

INDIVIDUAL

CLOSE TICKET

Confidential - Insert complete company name

10

Ticket Demonstration
CREATE A TICKET

RESEARCH BY TICKET #

RESEARCH BY SUPPORT GROUP

UPDATE TICKET
REASSIGN TICKET

GROUP

INDIVIDUAL

CLOSE TICKET

Confidential - Insert complete company name

11

Create a Ticket

Main System Bases

Confidential - Insert complete company name

12

Ticket Demonstration
CREATE A TICKET

RESEARCH BY TICKET #
GROUP

RESEARCH BY SUPPORT

UPDATE TICKET
REASSIGN TICKET

GROUP

INDIVIDUAL

CLOSE TICKET
Confidential - Insert complete company name

13

Research by Ticket #
Run the Transaction Monitor:

Have ticket # put in the Transaction No. field (1) and Execute

transaction (2):

Confidential - Insert complete company name

14

Ticket Demonstration
CREATE A TICKET

RESEARCH BY TICKET #
GROUP

RESEARCH BY SUPPORT

UPDATE TICKET
REASSIGN TICKET

GROUP

INDIVIDUAL

CLOSE TICKET
Confidential - Insert complete company name

15

Research by Support Group

Run the Transaction Monitor:

Have Support Group# put in the Business Partner (1) and Execute

transaction (2):

Confidential - Insert complete company name

16

Ticket Demonstration
CREATE A TICKET

RESEARCH BY TICKET #

RESEARCH BY SUPPORT GROUP

UPDATE TICKET
REASSIGN TICKET

GROUP

PERSONNEL

CLOSE TICKET

Confidential - Insert complete company name

17

Update Ticket
SAPP-Line assigning ticket to QM Team:

Confidential - Insert complete company name

18

Ticket Demonstration
CREATE A TICKET

RESEARCH BY TICKET #

RESEARCH BY SUPPORT GROUP

UPDATE TICKET
REASSIGN TICKET

GROUP

INDIVIDUAL

CLOSE TICKET

Confidential - Insert complete company name

19

Reassign Ticket: Group

Confidential - Insert complete company name

20

D1 Support Team

Confidential - Insert complete company name

21

D2 Support Team

Confidential - Insert complete company name

22

Ticket Demonstration
CREATE A TICKET

RESEARCH BY TICKET #

RESEARCH BY SUPPORT GROUP

UPDATE TICKET
REASSIGN TICKET

GROUP

INDIVIDUAL

CLOSE TICKET

Confidential - Insert complete company name

23

Reassign Ticket: Individual

Confidential - Insert complete company name

24

Ticket Demonstration
CREATE A TICKET

RESEARCH BY TICKET #

RESEARCH BY SUPPORT GROUP

UPDATE TICKET
REASSIGN TICKET

GROUP

INDIVIDUAL

CLOSE TICKET

Confidential - Insert complete company name

25

Close Ticket: Recommended Solution

Confidential - Insert complete company name

26

FAQ

Who does create new incidents in Solman and how?

L1 help desk will do it based on the email or phone call and follow
the proper categorization accordingly to the knowledge they have.

What is expected from the Hypercare team members?

Updating incidents in Sol Man, re-assigning the tickets to other
members and adding comments to the ticket

Confidential - Insert complete company name

27

How to report an issue?

J&J DIAL: +738-1630

US PHONE: 908 655-3530
E-mail:
crsappline@its.jnj.com
Office
Communicator:

Support Coverage

SAPP-Line is a SAP Service Desk located in

Brazil

SAPP-Line will engage for the Level 1 Support

to Crossroads.

24 Hours/Day x 7 Days/Week
Supporting:
English

All issues should be reported to SAPP-Line

Confidential - Insert complete company name

28

Questions ?

Confidential - Insert complete company name

29