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Procedure documentationProcess Messages in Service Desk Locate this document in the navigation structure

 

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

Prerequisites

You are authorized for the Service Desk. For further information, see the SAP Solution Manager security guide in the SAP Service Marketplace, under   http://service.sap.com/instguides   SAP Components  .

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 list open support messages, choose the variant All Open Messages -> from the possible entries help, and Execute.

    • To search for a message:

      1. Choose Start Transaction Monitor and enter your selection criteria.

        You go to the Service Transaction Monitor (CRM_DNO_MONITOR)

      2. Select a message and Detail.

      You go to the detail screen of the message

  5. Choose the Minimize arrow, to show all details of the message.

    Note Note

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

    End of the note.

  6. Choose Change to process the message.

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

  8. Choose Transaction Data.

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

    • Upload documents

    • Create URLs and documents

    • Search for solutions in the internal solutions database

    • Search for solutions in the SAP Service Marketplace

    • Automatic import of SAP notes with correction instructions:

      1. If you have found an appropriate SAP note with automatically importable correction instructions, in the SAP Service Marketplace, assign it to your support message.

      2. Go back to the Service Desk.

      3. Select the SAP note.

      4. Choose Note Assistant in change mode.

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

      6. Import the note. The SAP Note Assistant help contains further information.

      7. Test the changes.

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

        You can discard unwanted changes with the SAP Note Assistant.

    • Create messages to the reporter and other processors.

    • Forward the support message to other processors and SAP.

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

  11. Save your changes.