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

 

You want to process a request to change or create a job, in the Service Desk. The Service Desk processor can create a change request for the job request, which a Change Management processor then processes further.

Prerequisites

  • You have created or changed a job request in the SAP Solution Manager.

    For more information, see Job Request.

  • You are authorized for the Service Desk.

  • You have made the necessary system settings for the Job Scheduling scenario.

    For more information, see the SAP Solution Manager Customizing under   SAP Solution Manager   Scenario-Specific Settings   Job Scheduling Management  .

  • You have made the necessary system settings for the Service Desk scenario.

    For more information, see the SAP Solution Manager Customizing under   SAP Solution Manager   Scenario-Specific Settings   Service Desk  .

  • You are in change mode of transaction CRMD_ORDER with the role Service Desk processor.

Procedure

  1. Log on to the SAP Solution Manager system.

  2. On the SAP Easy Access screen, choose  Support Desk   Find Support Notification   All Open Support Notifications  .

  3. Open the Service Desk message created by the job request.

  4. Check whether all the required data and attributes of the Service Desk message are available and complete any missing entries.

  5. Check the job request description and the attached documents.

    1. Choose Actions (Actions).

    2. Choose Display Job Request.

  6. If a change request is required:

    1. Choose Actions (Actions).

    2. Choose Create Change Request.

    3. Choose Save.

  7. Open the newly created change request using the document flow of the Service Desk message:

    1. Choose Document Flow (Document Flow).

    2. Open the change request with a double click on the newly created successor document Change Request.

  8. Assign a Change Manager to the change request.

  9. Save the change request.