sap solution manager - charm - servicedesk-oss
DESCRIPTION
Sap Solution Manager - CHARM - ServiceDesk-OSS v0 2TRANSCRIPT
Service DeskUsing OSS Message Functionality
08Fall
SAP Solution Manager
h t t p : / / w w w . l i n k e d i n . c o m / i n / s o l u t i o n m a n a g e r W e n c e s l a o L a c a z e
Change Request Management – Service Desk
Table of ContentsAuthor Bio.................................................................................................................................................................................... 3Landscape Preparation:......................................................................................................................................................... 4Users Preparation:................................................................................................................................................................... 4Cycle overview........................................................................................................................................................................... 4Create the Service Desk Message...................................................................................................................................... 4Creating inside Solution Manager..................................................................................................................................... 5Acept the Support Message.................................................................................................................................................. 6
Customer Action.................................................................................................................................................................. 6Requester Response........................................................................................................................................................... 6Send to SAP............................................................................................................................................................................ 7Response from SAP............................................................................................................................................................. 7Confirm Message.................................................................................................................................................................. 8
Using Solution Database........................................................................................................................................................ 8Confirm and Close the Message......................................................................................................................................... 9
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Change Request Management – Service Desk
Author BioMy name is Wenceslao Lacaze and I’ve been working as a SAP basis Administrator and Solution Manager Consultant for the last 8 years.I’m a Techno-Functional SAP Solution Manager Subject Matter Expert (SME), I Design, Build and Implement the product using “Run Sap” Methodology. I have developed a very extended experience with medium and large scaled SAP installations in several (multi)national environments.
I am based in Argentina, but work all around the World.I work directly for clients or via an agency.I do speak Spanish, Italian and English fluently.You can contact me at:Email: [email protected]://www.linkedin.com/in/solutionmanager
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Change Request Management – Service Desk
Landscape Preparation:For this Demo we use 3 client inside Solution Manager
801 Development 802 Quality 803 Productive
Users Preparation:We create 2 diferent users and profiles
Creates and confirm the Change Request
Handles the Service Desk Message and Creates a Change Request
Cycle overview
Create the Service Desk MessageThere are 2 ways to create Service Desk Message, inside the Solution Manager,
Directly in the Satellite System Directly inside Solution Manager
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Change Request Management – Service Desk
Creating inside Solution ManagerThe Service Desk Employee logon to Solution Manager and run the transaction CRMD_ORDER.
Click in the Button “Support Message”, if you don’t have add manually in “Extra Settings Specific Push Button 3 = SLFN
This is the Main windows for create a Support Message.For create a Support Message you need to identify some information:
Description Sold-To Party Reported By Message Processor Ibase
Then explain the situation more in detail
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Change Request Management – Service Desk
Save.
Acept the Support MessageThe Service Desk Employee logon to Solution Manager and open the support Message 8000000167 and put the status in “In Process”
Customer ActionThe Service Desk Employee ask for more detailled information and change the status to “Customer Action”
Requester ResponseThe Service Desk Employee put the response for the Requester and put the Status to “In Process”
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Change Request Management – Service Desk
Send to SAPThe Service Desk Employee put some description in “Information to SAP” ,change the status to “Sent to SAP” and then select “Send Message to SAP”
Response from SAPSAP Response the Support Message, The Service Desk Employee change the Status to “Proposed Solution”, and select “E-mail to Message Creator(Mail)” in the TaskList.
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Change Request Management – Service Desk
Confirm MessageThe Requester call to confirm that every thing is OK, the Service Desk Employee select “Confirm Message to SAP”
Using Solution DatabaseThen the Service Desk Employee select “Create Solution in Database”
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Change Request Management – Service Desk
In the Solution Database, the service Desk Employee charge the information refered to Problem Classification and all releated to the Solution Clasification.
Confirm and Close the MessageThe the Service Desk Employee close the Service Message changing the Status to “Confirmed”
All the information Releated whit this suport Message is in “Transaction Data” tab.
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Change Request Management – Service Desk
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