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Sap Solution Manager - CHARM - ServiceDesk-OSS
Sap Solution Manager - CHARM - ServiceDesk-OSS
Sap Solution Manager - CHARM - ServiceDesk-OSS
08
Service Desk
Using OSS Message Functionality
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Change Request Management – Service Desk
Table of Contents
Author Bio.................................................................................................................3
Landscape Preparation:.............................................................................................4
Users Preparation:.....................................................................................................4
Cycle overview..........................................................................................................4
Create the Service Desk Message.............................................................................4
Creating inside Solution Manager..............................................................................5
Acept the Support Message......................................................................................6
Customer Action.....................................................................................................6
Requester Response...............................................................................................6
Send to SAP............................................................................................................7
Response from SAP................................................................................................7
Confirm Message....................................................................................................8
Using Solution Database...........................................................................................8
Confirm and Close the Message................................................................................9
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Change Request Management – Service Desk
Author Bio
My name is Wenceslao Lacaze and I’ve been working as a SAP
basis Administrator and Solution Manager Consultant for the last 8
years.
I’m a Techno-Functional SAP Solution Manager Subject Matter
Expert (SME), I Design, Build and Implement the product using “Run
Sap” Methodology.
I have developed a very extended experience with medium and
large scaled SAP installations in several (multi)national
environments.
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Change Request Management – Service Desk
Landscape Preparation:
For this Demo we use 3 client inside Solution Manager
• 801 Development
• 802 Quality
• 803 Productive
Users Preparation:
We create 2 diferent users and profiles
Cycle overview
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Change Request Management – Service Desk
Click in the Button “Support Message”, if you don’t have add manually in “Extra
Settings Specific Push Button 3 = SLFN
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Change Request Management – Service Desk
Save.
Customer Action
The Service Desk Employee ask for more detailled information and change the
status to “Customer Action”
Requester Response
The Service Desk Employee put the response for the Requester and put the Status
to “In Process”
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Change Request Management – Service Desk
Send to SAP
The Service Desk Employee put some description in “Information to SAP” ,change
the status to “Sent to SAP” and then select “Send Message to SAP”
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Change Request Management – Service Desk
Confirm Message
The Requester call to confirm that every thing is OK, the Service Desk Employee
select “Confirm Message to SAP”
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Change Request Management – Service Desk
In the Solution Database, the service Desk Employee charge the information
refered to Problem Classification and all releated to the Solution Clasification.
All the information Releated whit this suport Message is in “Transaction Data” tab.
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Change Request Management – Service Desk
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