Change Request Management Service Desk

Table of Contents
Author Bio .................................................................................................................3Landscape Preparation:
.............................................................................................4Users Preparation:
.....................................................................................................4Cycle overview
..........................................................................................................4Create the Service Desk Message
.............................................................................4Creating inside Solution Manager ..............................................................................5Acept the
Support Message ......................................................................................6Customer Action
.....................................................................................................6Requester Response
...............................................................................................6Send to SAP
............................................................................................................7Response from SAP
................................................................................................7Confirm Message
....................................................................................................8Using Solution Database
...........................................................................................8Confirm and Close the Message
................................................................................93438946.doc Page 2 of 10

Change Request Management Service Desk

Author Bio
My name is
Wenceslao Lacaze
and Ive been working as a SAPbasis Administrator and Solution Manager Consultant for the last 8years.Im a Techno-Functional SAP Solution
Manager Subject MatterExpert (SME), I Design, Build and Implement the product using RunSap Methodology.I have developed a very
extended experience
with medium andlarge scaled SAP installations in several (multi)nationalenvironments.I am based in Argentina, but work all around the World.I
work directly for clients or via an agency.I do speak Spanish, Italian and English fluently. You can contact me
at:Email:wlacaze@gmail.comhttp://www.linkedin.com/in/solutionmanager3438946.doc Page 3 of 10

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 profilesCreates and confirm the Change RequestHandles the Service Desk Message and Creates a Change Request
Cycle overviewCreate the Service Desk Message
There are 2 ways to create Service Desk Message, inside the Solution Manager,

Directly in the Satellite System3438946.doc Page 4 of 10

Change Request Management Service Desk

Directly inside Solution Manager

Creating inside Solution Manager
The Service Desk Employee logon to Solution Manager and run the transactionCRMD_ORDER.Click in the Button
Support Message,
if you dont have add manually in Extra
Settings
Specific
Push Button 3 = SLFN This is the Main windows for create a Support Message.For create a Support Message you need to identify some
information:

Description

Sold-ToParty

Reported By

Message Processor

Ibase
3438946.doc Page 5 of 10

he response for the Requester and put the Status6 of 10ed Solution, and select E-mail to Message Creator(Mail) in the7 of 10age to SAP8 of
10ted whit this suport Message is in Transaction Data tab.9 of 10ge 10 of 10
of 10
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