Creating a Service Message
The Support Desk allows portal users to contact their internal support organization directly from their regular work areas and provides help desk employees with a fully integrated message handling system. An automatic data collector captures important system data, such as the portal release, support package level, and database version.
A direct connection to SAP enables help desk employees to forward an error message to the SAP Support Desk back office. When an SAP support engineer makes changes to the message status, for example solving a message, the changes are transferred automatically to the original message at your Support Desk.
There are several prerequisites for allowing users to create service messages from the portal. For example, you have to install and prepare an SAP Solution Manager back-end system and connect it to SAP NetWeaver Portal. You also have to maintain the properties of the Solution Manager iView corresponding to your individual scenario.
For more information, see Setting up Support Desk Scenario .
Portal users can contact the internal Support Desk from the portal by creating a service message using the Solution Manager iView.
This iView is not assigned to a role at shipment. You as an administrator can decide which users should use this scenario and how to navigate to this iView.
Portal users create an error message by supplying a subject and description, selecting a component from the dropdown list, setting a priority, optionally adding file attachments and choosing Submit . When the message is created, the system automatically collects the relevant system data, such as the release, support package level, message number, and so on.