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Function documentationExternal Help Desk

 

Processors in a help desk and in SAP Solution Manager IT Service Management work together in the External Help Desk assignment block.

Prerequisites

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

Features

The assignment block External Help Desk includes the following functions:

  • Create, update, and confirm messages in the external help desk

  • Synchronize messages between help desks

Activities

The assignment block External Help Desk includes the following activities:

  • Display information about the external help desks and the status of the messages.

  • Forward messages to the external help desk and confirm the message there.

  • Update additional information about a message in the external help desk.