Users of two or more installations of SAP Solution Manager work together in the usual user interface in the WebClient UI. If users work together in another help desk, the SAP Solution Manager processing is analogous.
In the following, Help Desk means an external help desk to which a message is forwarded. A sending help desk is a help desk which forwards a message.
A help desk can be an external and a sending help desk.
Note
In the assignment block External Customer Service: The action is performed immediately, without further confirmation.
Note
You can specify the visibility of the External Customer Service assignment block. Choose Personalize.
You have set up a connection to an external help desk.
Working with an external help desk involves several steps.
The processor in a help desk recognizes that an external help desk is responsible for processing a message, for example because a component of the external company is involved, or because third-level support is provided by an external company, SAP for example.
Select the message which you want to forward to the external help desk.
In the External Customer Service assignment block, choose the symbol Continue to External Help Desk.
A new message is created in the external help desk, with a valid message ID. In the Details assignment block, the sending help desk sets the status Forwarded, and in the External Customer Service assignment block, the status In External Processing.
When you have forwarded a message, you can pass additional information, such as attachments or new messages, to the external help desk. You can synchronize a message before forwarding it, to inform the external help desk about it in advance.
Select the message which you want to synchronize with the external help desk.
In the assignment block External Customer Service, choose Synchronize.
The processor in the external help desk processes the message, and, for example, asks for further information from the sending help desk.
Choose the message from the sending help desk, for which you want to request further information.
Enter a message in the Text assignment block, and in the Details assignment block, set the status Customer Action.
In the assignment block External Customer Service, choose Synchronize.
The processor in the external help desk processes the message, and, for example, sends a proposed solution to the sending help desk.
Choose the message from the sending help desk, for which you want to send a proposed solution.
Enter a message in the Text assignment block, and in the Details assignment block, set the status Proposed Solution.
In the assignment block External Customer Service, choose Send Proposed Solution. In the assignment block External Customer Service, the external help desk sets the status Proposed Solution Sent.
The message can no longer be processed in the external help desk.
In the Details assignment block, the sending help desk sets the status Proposed Solution, and in the External Customer Service assignment block, the status Proposed Solution Received.
If a proposed solution does not resolve a message, the processor informs the external help desk.
Choose the message from the external help desk whose proposed solution you do not want to confirm.
In the External Customer Service assignment block, choose the symbol Continue to External Help Desk.
In the Details assignment block, the sending help desk sets the status In Processing in External System, and in the External Customer Service assignment block, the status In External Processing.
If a proposed solution resolves a message, the processor confirms the solution, which closes the procedure.
Choose the message from the external help desk whose proposed solution you want to confirm.
In the assignment block Details, choose the status Confirmed, and save.
The message is confirmed.
The external help desk closes the message.