service desk - help

[Former Member]

Hello All,

We have to configure the service desk functionality of SolMan. I am not able to find a step-by-step guide or help link for the same.

I am sure somebody of you would have configured the same. If you can share your valuable experience with us, it will be of gr8 help to us and it will be greatly appreciated.

Pls help. Thanks a lot in advance.

best regds,

Alagammai.

[DoloresCorrea]

Hello Alagammai,

The best guide is to follow the SPRO steps, really. You have to configure all Basis settings before configure the Service Desk funcionality.

Also look in service.sap.com/rkt-solman the iTutor for configuring the Service Desk.

In alias solution_manager in the Media Library you will find also a valuable documentation, there is an Addition Information for Support Desk guide for SOLMAN 3.2, that explains some extra configurations.

Hope this helps,

Dolores

[Former Member]

Alagammai and Dolares The additional info document is very valuable as it gives a bit more of the overview of how it fits together. What version of Solution Manager are you using.

The Scenario Specific Settings in the IMG need to be done plus some CRM config so you will find all of these mentioned in the document Dolares refers to "Additional InFormation for Support Desk"

We are on 4.0 and I noticed the Additional Info document did have some differences

[DoloresCorrea]

Hi Ron,

You are right! the "Additional InFormation for Support Desk" document is for a SOLMAN 3.2.

However there is not a similar document for SOLMAN 4.0 and like in essencial is the same funcionality for that I recommended it.

Best regards,

Dolores

[Former Member]

Hello Dolores & Ron,

Tnx a lot for your replies.

Hi Ron,

Can you pls tell me where I can find the additional info doc?

Hello Dolores,

Can you pls tell me where configuring the service desk iTutor is there in rkt-solman. I am not able to find one for configuring. I just found one abt how to use service desk.

Thanks & best regds,

Alagammai.

[Former Member]

Quicklink Solutionmanager ( in other words service.sap.com/solutuionmanager )then Media Library then Technical Papers then you will see the list of documents and pick the one entitled Service Dessk : Additional Information