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This process allows internal customers, users or problem reporters, to create support messages directly from a transaction. Users or reporters can contact their service desk easily in this way. The internal service desk can comprise several support units.

If an internal solution database is installed, the support staff member can enter symptoms in it, to process the problem, and search for solutions. He or she can also search for SAP notes in the SAP Service Marketplace. If the support staff member does not find a problem solution, he or she can forward the support message to subsequent support units, or to SAP Support, and monitor the progress of processing in the Service Desk.

Prerequisites

  • The Service Desk is configured for the Solution Manager according to the configuration guide.

  • You have set-up the criteria by which an incoming support message is assigned to a support unit, e.g. priority, category, region of creator, in the Service Desk customizing. By default, the system assigns the support message to the support unit for its SAP component. For more information, see SAP Hinweis 616946.

  • You have authorization for your Service Desk tasks as a support staff member. For further information, see the SAP Solution Manager security guide in the SAP Service Marketplace under   http://service.sap.com/instguides   SAP Components  .

Process

  1. The customer, user or main user creates a support message in one of the following ways:

    • in an SAP system via   Help -> Create Support Message   in the menu of a transaction

    • In the Messages or   Service Desk -> Messages   tab in the Solution Manager system (SOLUTION_MANAGER)

  2. The system automatically gets the system data for the support message.

  3. The support message arrives in the Service Desk.

    1. The system automatically assigns the support message to the appropriate support level, for example, by SAP component, priority or support message category.

    2. The system automatically determines the associated business partners, for example, customer, key user or support team.

    3. The system creates a service process in the SAP Solution Manager.

    4. If you have customized accordingly, the system checks whether contracts have already been made for the installation and requester. Such a contract can, for example, contain a Service Level Agreement (SLA), in which the customer has been guaranteed certain services, for example maximum response times.

      If a contract is found, the support employee chooses the relevant contract item, for example, Support, Consulting or Development.

  4. A member of the responsible support unit enters himself as the support employee in the support message.

  5. The support employee searches for a solution to the problem described by the customer. He searches the Customer Solution Database, if there is one.

  6. If the support staff member does not find a solution in the customer solution database, he searches in the SAP Service Marketplace for SAP notes.

    If the support employee finds a suitable SAP Note, he or she assigns it to the support message. You can import and test SAP Notes with code corrections, directly into the development or test system using the SAP Note Assistant. After successful testing, the changes are transported to the quality assurance or production system.

  7. If the support employee does not find a solution on SAP Service Marketplace, he or she will create an internal memo in the customer message, with the measures taken to find a solution in the support message, and forward it to subsequent support units, if required.

  8. If the next support unit cannot solve the problem either, the support employee adds Information for SAP, and forwards it with its attachments to SAP Support (SAP Support Portal).

  9. SAP Support processes the message and sends it back to you with a proposed solution or a further question, and an updated status.

    You can monitor the status of the support message in your Service Desk.

  10. The person responsible in the internal support organization, for example, the Customer Competence Center, tests and evaluates the proposed solution.

  11. The person responsible in the internal support organization confirms the solution and calls up the positive call closure questionnaire.

  12. Your internal support organization staff deliver the solution to the problem reporter, along one of the available communication paths.

  13. The problem reporter tests and confirms the solution.

  14. If an internal solution database is installed, the support employee formats the solution found, for it, to make it available to other support employees.