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This component processes internal support messages and can forward them to SAP Support.

Integration

In each project phase, your staff can, forexample, in the Blueprint and during the test phase, create messages which you can manage centrally in the Service Desk. Your internal customers (users or reporters) can alsocreate support messages from any SAP system. You process these support messages centrally in the Solution Manager Service Desk

Features

Central Support Message Management

  • Create support messages directly from any transaction

  • Automatic capture of data of the system in which the support message was created:

    • Installation number

    • Installed software components

    • Operating system

    • Transaction

    • Screen number

  • Automatic assignment of support message to support level

  • Central message processing in SAP Solution Manager:

    • Display customer data, problem description, priority, attached documents, Service Level Agreements (SLA)

    • Assign processor

    • Create notes and messages to the reporter and other processors

    • Forward message to other processor or support units

    • Create documents and URLs

    • Attach documents

    • Assign and monitor status

    • Create a worklist by selection

Find and import SAP notes

  • Search for SAP notes in SAP Service Marketplace

  • Import SAP notes with SAP Notes Assistant

    • Automatic corrections in ABAP source code

    • Adjust changes to previously imported Support Packages

    • Display all SAP notes which have been imported by the SAP Notes Assistant

Internal solution database

You can search your internal solution database for problem solutions. The solution database is delivered without symptoms and solutions. You create the internal solution database with the functions Process Symptoms and Solutions (IS01) and Update Solution Database Index (IS02). For further information about creating a user solution database, see under http://help.sap.com/   -> SAP Customer Relationship Mgmt. -> SAP CRM 5.0 ->  . Search in the Search menu for “Customer Service (CS), Solution Database”    -> Solution Database  .

SAP Support interface

The Service Desk is an interface between you and SAP Service & Support. You can forward messages to SAP, and get problem solutions, in the Service Desk.

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