IT Service Desk Messages created but not coming to the team in Solman 7.1 Sp10

[Former Member]

Hi Team,

I've installed Solman 7.1 with SP10 version and I need to implement service desk functionality.

I followed "Service Desk Implementation Guide PART I" document from the below link

http://wiki.scn.sap.com/wiki/display/SM/Service+Desk

Corresponding link of Service Desk Implementation Guide PART I is

http://scn.sap.com/people/bruyneel.guillaume/blog/2008/05/02/service-desk-implementation-guide-part-...

I have followed the steps and now able to create incident from my ECC development system which is reflecting in solman.

But I'm having issue that the created incident in ECC is not getting assigned to the person/team in solman.

Also not I'm confused that whether I'm using the right doc or is there any updated doc specific for solman 7.1 sp10.

Please provide your valuable inputs and suggestions.

Thanks and regards,

Nikhil

[Former Member]

Hello Friends,

I'm stuck up with the Service Desk configuration in the very first step.

I've been to solman_setup -> IT Service Management -> Step 2.1

Here I could find steps like copy transaction type, Define copy control etc.

Could you help me or guide to perform this steps. Should I manually copy them from SPRO or any other options. Couldn't find exact steps yet.

Really appreciate the help

Thanks and Regards,

Nikhil

[Former Member]

Dear Nikhil,

You should copy transactions to Z-namespace. For example: SMIN -> ZMIN and etc.

With best regards,

Alexander

[Former Member]

Thank you Alex for the quick response

I got your point but should I use the below steps to manually copy the transaction types :

SPRO -> SAP Solution Manager -> ITSM -> Transactions -> Define Transaction Type

Since in portal documentation in Step 2.1 it is said to copy the transaction types but didn't mentioned the steps. I believe we can copy them using the above steps I mentioned.

Please suggest as Solution Manger is new to me and 7.1 SP10 is latest too

Regards,

Nikhil

[Former Member]

Dear Nikhil,

I recommend you to use guided procedure:

SPRO->SAP Solution Manager->Capabilities->IT Service Management->Guided Procedure

or

SOLMAN_SETUP->IT Service Management (preferrable)

If you will use it you can find here mini helps on each step of configuration.

With best regard,

Alexander

[Former Member]

Dear Nikhil,

in this document in 4 row you can read:

"Implement the Service Desk scenario in solution Manager 4.0 (SPS13)."

I think you should use TA SOLMAN_SETUP and check IT Service Management scenario.

With best regards,

Alexander

[Former Member]

Hi Alexander,

Could you kindly help me to get any doc for the same via some blogs or links.

I tried and still trying but not able to identify any service desk doc specific to solman 7.1.

Thanks and Regards,

Nikhil

[Former Member]

Dear Nikhil,

Please go to Configuration and Administration of ITSM - SAP IT Service Management on SAP Solution Manager - SCN W...

With best regards,

Alexander

[Former Member]

Hi Alexander,

Many thanks for the support. Let me go through the link.

Thanks and Regards,

Nikhil