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The following documentation contains an instruction for end users of the SAP Solution Manager 7.1 Service Desk.
The purpose of this documentation is to give the end users an overview about functionality , navigation options and handling of the Service Desk in SAP Solution Manager.
The procedure is designed that the end user is guided through, starting with the login.
The focus of this instruction is the handling of the Incident Management with administration of support messages.
3 SAP Solution Manager 7.1 Service Desk
3.1 Login
Go to URL https://servicedesk.erpsourcing.ch.
Enter username and password and choose Login.
The following chapter shows an overview of the Incident Management.
Confirmed: Already solved and closed messages. ERPsourcing AG has the possibility to reopen con-firmed messages, but only within 30 days. After 30 days, messages will be set to closed automatically.
Sent to Support: Open messages or messages which have been sent back to the processor after an inquiry (information req. to Customer) or a proposed solution.
In Process: Messages which are assigned to a processor.
Information Req. To Customer: The processor has a question or information for the customer. Cus-tomer has to read and answer the question if necessary.
Proposed Solution: Messages which have been solved and needs to be confirmed or sent back.
Closed: Solved and closed messages. These messages cannot be opened. This status will be set automatically, if the status is confirmed more than 30 days.
All: View of all created messages.
By clicking on the particular link you can see a list of these messages.
In the menu section, on the left side under overview, there are several navigation options to choose.
By clicking on Messages, you can open the message overview. See the following chapter Message overview 3.3
This view displays all messages listed one below the other.
There are several details as
Priority – Text, ID, Description, User Status, date etc. To customize these columns see chapter Per-sonalize Messages page 3.9.2
By clicking on the row (message marked in orange) you can see at the bottom, below the Details of Incident <XXXXXXXX>, more details, inclusive description.
In the header, there are the following filter options:
View choose (If there has been created another view than Standard View.)
Show (for example Reported by me)
Status of the message (for example Sent to support)
With the button Export you can export the list into an Excel file. See chapter 3.10
With the button New you can create a new Message. See following chapter 3.4.
3.4.1 Create support message / Problem description
VAR = Value added reseller
1. Below the title there is the Assigned Business Partner (Reporter) and description for the busi-ness partner to identify the person.
2. Under System Information fill in the affected System and Client. If it is not a SAP problem fill in the productive system.
3. In the description tab fill in the Priority (using selection function) and the category (selection function). In the category, fill in level 1, that means the appropriate Service Team (old de-partment). If you cannot assign a problem you have to choose the category Various. In the field Description fill in a short significant text. In the field Details describe the problem/request in details.
4. In the upper section the new created message can be send and activated by using the Button Send. --> This message will remain in the cycle of incident management until the reporter confirms (close) the message. By clicking the button Clear the content will be deleted.
The tab Attachments allows you to attach files. See chapter 3.4.2
With the button Send, the message will be created and a detailed view of this created message ap-pears. For more detailed information see chapter 3.6. In this view the message can be checked and processed. For more detailed information see next chapter 3.4.4.
The new created message is now visible in the overview, under Sent to Support.
For review and modification you can display the new message under Sent to Support. By clicking on the link you get to the messages. See following chapter 3.4.4.
In the overview list, the first message is marked. This shows the last created support message. Below the list (detail section) there are several buttons to modify the message.
Reply --> opens a text window to respond. For messages with status Information Req. to cus-tomer you can add more information. If the ticket has the status Proposed Solution and you disagree, you can send back the message by choosing Reply. To Send the message click on Send Reply.
Add attachment --> Attach files, see section 3.4.2.
Confirm/Close --> opens a window to confirm/close the message. If the processor has solved the problem/request, he sets the status to Proposed Solution. You will receive an e-mail that your problem/request is solved (proposed solution). If you agree with the solution click on confirm and then Yes. You cannot open a confirmed message. Only ERPsourcing can open a confirmed message within 30 days. After 30 days, messages will be set to closed automatical-ly. These messages cannot be openend again.
PDF Print View --> shows the print view of the message Add to Watch List --> adds the marked message to the Watch List (see section 3.5).
If you choose the button Add to Watch List, the message is visible on the overview page.
The marked message has been added to the watch list. You can change to detail view by clicking on the ID (Number) or Text message (blue highlighted text)
With the button Refresh, list will be refreshed. With the button Delete you can remove marked mes-sages from the Watch List.
In the detailed view of a message, there are standard buttons, as described in chapter 3.4.4. In addi-tion you have all information for the message. The appropriate link (blue highlighted text) refers to additional information e.g. detailed information of customer (reporter). See following picture.
In the navigation area, there are further possibilities to navigate within the Incident Management or toreach external sites (Portals), by clicking the appropriate link.
With Search for SAP Notes, you can search for notes, but you have to login with your S-User.
With Manage Substitutes, manage your absence, see chapter 3.8.
With Fast Display Message you can search for a specific message (Transaction ID = message num-ber) or SAP Message Number.
Under Related Links you can access directly to SAP xSearch (SAP Service Marketplace knowledge base), SAP Support Portal and SAP Help Portal.