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Procedure documentationUsing an External Help Desk Locate this document in the navigation structure

 

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 document, help desk means an external help desk to which a message is forwarded. A sending help desk is a help desk that forwards a message.

A help desk can be an external and a sending help desk.

Note Note

In the assignment block External Customer Service: The action is performed immediately, without further confirmation.

End of the note.

Note Note

You can specify the visibility of the External Customer Service assignment block. Choose Personalize.

End of the note.

Prerequisites

You have set up a connection to an external help desk.

Procedure

Working with an external help desk involves several steps.

Forwarding a Message to an External Help Desk

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, such as SAP.

  1. Select the message that you want to forward to the external help desk.

  2. 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 Forwardedand in the External Customer Service assignment block, the status In External Processing.

Synchronize Message in External Help Desk

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 the message in advance.

  1. Select the message which you want to synchronize with the external help desk.

  2. In the assignment block External Customer Service, choose Synchronize.

Request Further Information from the Sending Help Desk

The processor in the external help desk processes the message, and, for example, asks for further information from the sending help desk.

  1. Choose the message from the sending help desk for which you want to request further information.

  2. Enter a message in the Text assignment block and in the Details assignment block, set the status Customer Action.

  3. In the assignment block External Customer Service, choose Synchronize.

Send proposed solution to sending help desk

The processor in the external help desk processes the message, and, for example, sends a proposed solution to the sending help desk.

  1. Choose the message from the sending help desk, for which you want to send a proposed solution.

  2. Enter a message in the Text assignment block, and in the Details assignment block, set the status Proposed Solution.

  3. 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.

Do Not Confirm the External Help Desk Proposed Solution

If a proposed solution does not resolve a message, the processor informs the external help desk.

  1. Choose the message from the external help desk whose proposed solution you do not want to confirm.

  2. 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.

Confirm External Help Desk Solution

If a proposed solution resolves a message, the processor confirms the solution. This closes the procedure.

  1. Choose the message from the external help desk whose proposed solution you want to confirm.

  2. In the assignment block Details, choose the status Confirmed, and save.

The message is confirmed.

The external help desk closes the message.