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Implementation of Support call or call management using M3 notification

Hi SAP Folks

We are implementing IT Asset management through SAP PM Module.So that we can track all the maintenance in system like breakdown , preventive and support call.Now Preventive and breakdown is fine no issue in that process. The problem is for the support call process.

Suppose, If a user calls in IT department directly for XYZ issue , and the issue is not based on any equipment or any functional location it is a general issue which will be handled by the IT engineer like reporting issue, Computer setting issues , Network issue, Mail issue, Software issue , Loosened wires issues etc.Its not any breakdown but want to consider in support call. Management want every activity must be track in system that is done by IT.This process for only recording the activities and this will be done by the notification. For this what steps must be taken.

Kindly share your experience

Thanks

Regards

Gaurav Solanki

SAP PM

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1 Answer

  • Posted on Jul 21, 2016 at 05:19 AM

    Hi Gaurav,

    Is this something related to SAP ? It looks like you require information regarding the support management for tickets

    Regards

    Terence

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    • Hi Gaurav,

      I am not sure why ticket management is involved in PM.

      Still, using M3 notification you can achieve things, also with respect to custom fields, you need to think what are the things required etc.

      1. M3 Notification screen configuration needs to be adjusted, in case if it does not require Equipment / Functional

      2. Create unique catalogs and assign to this notification type

      Cover most of your IT related issues, in these catalog, so the requestor will be able to use this to request your service.

      3. Workflows can be implemented to trigger

      4. User status can be setup

      5. Roles can be setup

      Regards

      Terence

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