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SaP Service Desk

The document provides an overview of service desk usage in Solution Manager 7.0. It outlines how to create and process support messages, including uploading documents, viewing message content, and receiving a confirmation. It describes the various statuses a message can be in and who is responsible for setting each status. Finally, it gives step-by-step instructions for how users and consultants can login to process, reply to, propose solutions for, accept solutions to, and close support messages.

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801 views22 pages

SaP Service Desk

The document provides an overview of service desk usage in Solution Manager 7.0. It outlines how to create and process support messages, including uploading documents, viewing message content, and receiving a confirmation. It describes the various statuses a message can be in and who is responsible for setting each status. Finally, it gives step-by-step instructions for how users and consultants can login to process, reply to, propose solutions for, accept solutions to, and close support messages.

Uploaded by

ravikumarac16
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPT, PDF, TXT or read online on Scribd
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Service desk Overview

Solution Manger 7.0


Service Desk Usage

• How to create a support message

• How to process a support message in solution manager

• Users in Service desk

CTM Consultant
Create Message 1/6
Create Message 2/6 ( Explain your Problem & Select priority)
Create Message 3/6 ( How to upload documents )
Create Message 4/6 (Select the document from the location)
Create Message 5/6 ( View the content in the Support message)
Create Message 6/6 (Confirmation of your message being posted)
User Statuses available in Solution manager

Status To be set by Response required from


Problem sent to Zensar Reported by Consultant

Query to Customer Consultant Reported by

Query Replied from Customer Reported by Consultant

Solution Proposed to Customer Consultant Reported by

Required Other Solution Reported by Consultant

Proposed Solution Accepted Reported by Consultant

Confirmed by Customer Reported by


How to Process the support message

• Login to your solution manager system


• Use T code CRM_DNO_MONITOR (Transaction monitor) and press F8 or execute
Check for the above t code in your easy access & in your favorites list
How to Process the support message
(Select the support message and click on the details or double click)
How to Process the support message
(Select Transaction Data to view the Notification Details)
How to Process the support message
(By selecting the change icon , you can add additional information, or give replies)
How to Process the support message
(How to set the new status to the support message )

Set the status to


Solution proposed
How to Process the support message
(Key User logs in to the Solution manager TCode: CRM_DNO_MONITOR )

Select Mine & Execute (F8)


How to Process the support message
(Select the support message and click on the details or double click)
How to Process the support message
(Open your issue and check the reply given by processor using log*)

2
How to Process the support message
(How to reply back to message processor)

Set the status to Proposed


Solution accepted
How to Process the support message ( How to close the Issue )

Set the status to Issue


Closed
How to Process the support message ( Reset the Statuses )

• If the status Proposed solution is not as per the requirement ‘Key User’ can
reset the status to Required other solution
Points to Remember

• R/3 & BI Systems do not have message processing available with


them you can only post issues from these systems
• You will have to login to your solution manager system and check
the issue status
• The message processor or reported by will set certain statuses
while processing the messages. Which provide clear picture of
the message.
• The list of statuses is given in slide no. Nine
Thank you

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