ProcessService Desk

 

This process lets your internal customers, users or reporters create problem messages directly from a transaction. Your users or reporters can contact their Service Desk easily in this way. You can organize the internal service desk in several support units.

The processor of the problem in the Service Desk can enter symptoms in an internal solution database, and search for solutions. He can also search for SAP notes in the SAP Service Marketplace. If the processor does not find a problem solution, he can forward the problem message to subsequent support units, or to SAP Support, and monitor the progress of processing in the Service Desk.

Prerequisites

  • You have configured the Service Desk with the Solution Manager configuration guide.

  • You have set-up the criteria according to which an incoming support message is assigned to a support unit, e.g. priority, category, region of reporter, in Service Desk customizing. By default, the system assigns the support message to the support unit for its SAP component. For further information, see SAP Hinweis 616946.

  • You have authorization for your Service Desk tasks.

Process

  1. The customer, user or main user creates a support message in one of the following ways:

    • in an SAP system via   Help -> Create Support Message   in the menu of a transaction

    • In a web browser, independently of an SAP system.

      For further information about setting-up this function, see Set-Up Creation of Messages in a Web Browser.

    • In the Messages or   Service Desk -> Messages   tab in the Solution Manager system (SOLUTION_MANAGER)

  2. The system automatically gets the system data for the support message.

  3. The support message arrives in your Service Desk.

    1. The system automatically assigns the support message to the appropriate support level, e.g. by SAP component, priority or support message category.

    2. The system automatically gets the associated business partner, e.g. requester, key user, support team.

    3. The system creates a service process in the SAP Solution Manager.

    4. If you have customized accordingly, the system checks whether contracts have already been made for the installation and requester. Such a contract can, e.g. contain a Service Level Agreement (SLA), which specifies the conditions of performance of specified customer services, e.g. within a specified time

      If a contract is found, choose the appropriate contract item, e.g. Support, Consulting or Development.

  4. A member of the support unit responsible enters himself as the processor in the support message.

  5. You search for a solution for the problem described by the customer and use the customer solution database for the search.

  6. If you do not find a solution in your customer solution database, search for SAP notes in the SAP Service Marketplace.

    If you find an appropriate SAP note, assign it to your support message. You can import and test SAP notes with code corrections, directly into your development or test system, with the SAP Note Assistant. After testing, transport the changes into your quality assurance or production system. You can discard unwanted changes with the SAP Note Assistant.

  7. If you do not find a solution in the SAP Service Marketplace, put an internal note with the measures you have taken to find a solution, in the customer message, and forward it to subsequent support units, if required.

  8. If the problem can also not be solved in the subsequent support unit, enter an Information for SAP, with attachments, in the problem message, and send it to SAP Support (SAP Support Portal).

  9. SAP Support processes the message and sends it back to you with a proposed solution or a further question, and an updated status.

    You can monitor the status of the support message in your Service Desk.

  10. The person responsible in your internal support organization, e.g. the Customer Competence Center, tests and evaluates the proposed solution.

  11. Your internal support organization staff deliver the solution to the problem reporter, along one of the available communication paths.

  12. The problem reporter tests and confirms the solution.

  13. The Service Desk member closes the message and formats the solution found, for the internal solution database, if appropriate, to make it available to other Service Desk staff.