Solution Manger 7.0

Service desk Overview

• How to create a support message

• How to process a support message in solution manager

• Users in Service desk

Service Desk Usage

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*)

1

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