FunctionService Desk for IT Service Providers

 

As IT service provider, you can create and/or process messages for your customers with the Service Desk.

Integration

You can process your, or your customers', messages, with the standard Service Desk functions.

Prerequisites

  • You have set-up the following in SAP Solution Manager customizing:

    • The Service Desk

    • The Service Provider preconfiguration, under   Scenario-Specific Settings   Service Desk   Service Provider  .

    • As system house (Value Added Reseller, VAR) the preconfiguration under   Scenario-Specific Settings   Service Desk   Service Provider: System House  

    • As software partner the preconfiguration under   Scenario-Specific Settings   Service Desk   Service Provider: Software Partner  

  • You have assigned the following roles to your staff:

    • Key User/Message Creator: SAP_SUPPCF_CREATE

    • Support Staff/Message Processor: SAP_SUPPCF_PROCESS

    For further information, see SAP Hinweis 854050.

  • You can control whether the key user/message creator can display the internal notes created by the support team, with the authorization object CRM_TXT_ID.

Features

The same functions are available as described under Service Desk. You can also use the following functions:

  • Worklists/procedure monitors for the two staff groups Key User and Support Staff, in their role menu.

  • The support staff can assign SAP components to themselves and call a procedure monitor.

  • When you create a message for SAP, you can select and edit the texts from the message which you want to send as Information for SAP, by double-click. Choose the text type Information for SAP, and then Create Information for SAP.

  • Status Escalated under Other Status.

  • Automatic forwarding to SAP under Other Status

    If a Very High priority message arrives outside contact time, it is forwarded directly to SAP.

    Note Note

    You can specify your contact time in the business partners. For further information, see the SAP Solution Manager customizing.

    End of the note.

Activities

Proceed as described under Using the Service Desk.