Use this component to process internal support messages and, if necessary, to forward them to SAP Support.
Your project employees can create messages in any project phase, example, in the Blueprint and during the test phase, which you can manage centrally in the Service Desk. Internal users or reporters can also create support messages from any SAP system. You process these support messages centrally in the SAP Solution Manager Service Desk
Users or customers can create support messages directly from any transaction.
When creating a support message, important data is automatically collected about the system from which the support message was created. The system collects the following data:
Installation number
Installed software components
Operating system
Transaction
Screen number
Support messages are automatically assigned to the appropriate support level.
Support staff can centrally process support messages in SAP Solution Manager:
Display customer data, problem description, priority, attached documents, any Service Level Agreements (SLA)
Assign a processor
Create notes and messages to the reporter and other processors
Forward message to other processor or support units
Create documents and URLs
Attach documents
Assign and monitor status
Create a worklist by selection
Support staff can search for SAP Notes in the SAP Service Marketplace.
Support staff can implement SAP Notes using the SAP Notes Assistant:
Automatic corrections in ABAP source code
Adjust changes to previously imported Support Packages
Display all SAP Notes that have been imported into a system by the SAP Notes Assistant
You can search your internal solution database for problem solutions. The solution database is delivered without symptoms and solutions. You create the internal solution database with the functions Process Symptoms and Solutions (IS01) and Update Solution Database Index (IS02). For more information about creating your own solution database, see “Customer Service (CS), Solution Database”.
. in the Search field, search forThe Service Desk is an interface between you and SAP Support. You can forward messages to SAP, and get problem solutions, in the Service Desk.