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Process documentationRoles and Related Processes

 

You can perform different tasks depending on your role and authorizations. Depending on the information you want to forward, you can create an incident message, a problem message, or a service request.

The following roles are available:

  • End user (reporter)

  • Dispatcher

  • Processor

  • Administrator

SAP delivers these roles as models. Adjust the roles to the division of work and tasks in your support organization. The tasks may differ from those in your company.

For more information about the roles and their authorizations in IT Service Management, see the Security Guide for SAP Solution Manager on SAP Service Marketplace at Start of the navigation path http://service.sap.com/instguidesInformation published on SAP site Next navigation step SAP Components Next navigation step SAP Solution Manager Next navigation step <current release> End of the navigation path 4 Operations.

Process

Administrator Tasks

The administrator sets up the information required to manage messages. They do this for all messages. You can find the relevant functions in navigation bar, under Master Data and Service Operations, as well as in SAP Solution Manager Configuration.

For more information, see Administration.

Processing incidents

The reporter can perform the following actions:

  • Create an incident message

  • Display their own messages and monitor their status

  • Answer a processor query

  • Confirm the solution

The reporter can also report the message by telephone, e-mail, or in other ways. A dispatcher or processor creates such messages and performs other actions in the system for the reporter.

The dispatcher can perform the following actions:

  • Create a message if incidents are reported either by telephone or in other ways

  • Forward a message to a processor

  • Confirm completed messages

The processors responsible for the incident message can then perform the following actions:

  • Receive incident message

  • Prioritize and categorize the incident message

  • Find a solution

  • Process the incident message

  • Send an e-mail for the incident message to the reporter

  • Forward the incident message to downstream support units (such as an external help desk) or to SAP Support

  • Propose a solution to the reporter

Once the processor of the incident message has received the confirmation, they can perform the following actions:

  • Create a problem message

  • Create a knowledge article

  • Create a change request

  • Confirm the time required to find the solution

  • Close the incident message

Processing service requests

The reporter can perform the following actions:

  • Create a service request for a specified service

  • Display their own service requests and monitor their status

  • Answer a processor query

  • Confirm the solution

The reporter can also report the message by telephone, e-mail, or in other ways. A dispatcher or processor creates such messages and performs other actions in the system for the reporter.

The dispatcher can perform the following actions:

  • Create a message if service requests are reported either by telephone or in other ways

  • Forward a message to a processor

  • Confirm completed messages

The processors responsible for the service request can then perform the following actions:

  • Receive service request

  • Prioritize and categorize the service request

  • Find a solution

  • Process the service request, for example in the assignment block Checklist

  • Send an e-mail for the service request to the reporter

  • Forward the service request to downstream support units or SAP Support

  • Propose a solution to the reporter

Processing problems

An IT Support employee creates a problem message because they have detected a problem or are currently processing several incident messages that relate to a problem.

The processor can perform the following actions:

  • Create a problem message and assign it to incident messages for the same problem. The system locks the incident messages for further processing because the processor is looking for solutions to the problem.

  • Create a problem message from an incident message as a follow-up transaction.

  • Assign an existing problem message to an incident message and assume responsibility for processing the problem message (depending on the support organization).

While processing the problem message, the support employee can perform various activities to find a solution and close the message.