Process Messages in the Service Desk

Use

You process the messages which staff or customers have created, in the Solution Manager Service Desk.

Procedure

...

       1.      Choose Tools ® SAP Solution Manager ® Solution Operation (SOLUTION_MANAGER) in the SAP Easy Access menu.

       2.      Choose a solution landscape.

       3.      Choose Service Desk.

       4.      Display the message:

○       To display a list of open support messages, choose All Open Messages ® Execute, in the possible entries help.

○       To search for a message:

                                                  i.       Choose Start Transaction Monitor, and specify your selection criteria.

You go to the Transaction Monitor Service Procedures (CRM_DNO_SERVICE_MONITOR)

                                                ii.       Select a message and choose Detail.

You go to the detail screen of the message

       5.      Choose the arrow key Display Minimal, to display all details for the message.

To set-up the message display with all details for your user, choose Extras ® Settings ® General tab, and set the Narrow flag for the display type in the Locator screen area.

       6.      Choose Change to process the message.

       7.      Choose a message processor in the screen area Reference, in the possible entries help.

       8.      Choose Transaction Data.

       9.      Process the message in one of the following ways:

○       Upload documents

○       Create URLs and documents

○       Call Solution Manager Diagnostics to analyse a system, with Actions ® Call Solution Manager Diagnostics

○       Search for solutions in the internal solution database

○       Search for Solutions in the SAP Service Marketplace

○       Import SAP notes with correction instructions, automatically:

                                                  i.       If you have found a suitable SAP note with automatically importable correction instructions, in the SAP Service Marketplace, assign it to your support message.

                                                ii.       Go back to the Service Desk.

                                               iii.       Select the SAP note.

                                               iv.       Choose Note Assistant in change mode.

                                                 v.       Specify the RFC connection to your development or test system, into which you want to import the SAP note.

                                               vi.       Import the note. For further information, see the SAP Note Assistant help.

                                              vii.       Test the changes.

                                            viii.       Transport the changes into your quality assurance or production system.

You can discard any unwanted changes with the SAP Note Assistant.

○       Send messages to the creator and other processors

○       Forward the support message to other processors and SAP

   10.      Choose Fast Entry and assign a status to the message.

   11.      Save the changes.