Service Desk

Purpose

You use this component to process internal support messages, and forward them to SAP Support, if necessary.

Integration

Your project team members can create messages, which you can manage centrally in the Service Desk, in all project phases, e.g. in the Blueprint and during the test phase. Your internal customers, i.e. users or reporters, can also create support messages from any SAP system. You process these support messages centrally in the Solution Manager Service Desk.

Features

Central management of support messages

●     Direct creation of support messages from any transaction

●     Automatic determination of important data for the system in which the support message was created:

○     Installation number

○     Installed software components

○     Operating system

○     Transaction

○     Screen number

●     Automatic assignment of the support message to a support level

●     Central message processing in the SAP Solution Manager:

○     Display customer data, problem description, priority, attached documents, Service Level Agreements (SLA)

○     Assign processor

○     Send messages to the creator and other processors

○     Forward message to other processors or support units

○     Create documents and URLs

○     Attach documents

○     Status assignment and monitoring

○     Create a worklist with selection conditions

Search for and import SAP notes

●     Search for SAP notes in the SAP Service Marketplace

●     Import SAP notes with the SAP Notes Assistant

○     Automatic corrections in ABAP source code

○     Adjust changes to already imported Support Packages

○     Display all SAP notes which were imported into a system with the SAP Notes Assistant

Internal solution database

You can search for problem solutions in your internal solution database. The solution database is delivered without symptoms and solutions. You construct the internal solution database with the functions Edit Symptoms and Solutions (IS01) and Update Solution Database Index (IS02). For further information about creating your own solution database, see under Solution Database or http://help.sap.com/ ® SAP Customer Relationship Mgmt.® SAP CRM 5.0 ® Search for „Customer Service (CS), Solution Database“ ® Solution Database in the Search menu.

Interface to SAP Support

The Service Desk is your interface to the SAP Service & Support. You can forward messages to SAP and receive problem solutions, in the Service Desk.

See also:

●     Process description, under Service Desk.

●     For more information about service procedures, see Service Procedures