Service Desk

[Former Member]

Hello All,

We have a client who would like to use the service desk functionality of Solution Manager for their IT ticket handling system. Right now, Solution Manager has been configured for the service desk functionality of sending nessages to SAP.

I would like to know where to start, I think first of this is a seperate project on its own, I have not found anything to help guide besides the Solution Manager Sevice desk additional information. I have heard CRM knowledge would be beneficial to get this done successfully.

Has anyone done this before, any tips, advice, documents....anything?

Thanks in advance

[Former Member]

Hi ,

View this guide,

https://websmp208.sap-ag.de/~form/sapnet?_SHORTKEY=01100035870000538663&;

IT gives all the info req to necessary for service desk.

http://help.sap.com/saphelp_sm32/helpdata/en/33/c7f5414e2fc517e10000000a155106/content.htm

http://help.sap.com/saphelp_sm32/helpdata/en/13/4807f4fc6f421cb39002c6603d452c/content.htm

weblog for dummies

http://help.sap.com/saphelp_sm32/helpdata/en/13/4807f4fc6f421cb39002c6603d452c/content.htm

www.managementsoftware.hp.com/products/sdesk/ds/sdesk_ds_incdt_exch.pdf

PLease reward points.

[raguraman_c]

Hi,

1. Setup system landscape.

2. Install iBase.

3. Maintain BCOZ_CUST

4. Maintain Number range.

That's it. Out of the box functionality is available. You want more actions, escalations you need to configure. Hope this will solve your problem.

Sevicedesk additional information document gives you a lot of information in nutshell, if you are in search of some other document, I would say, its not going to help much.

Feel free to revert back

--Ragu

[Former Member]

Ragu,

thanks for the quick response, how do you go about maintaining BCOZ-CUST?

[Former Member]

Hii

go to SM30 put BCOs_CUST & Do table maintainance in that. Make a entry their

OSS_MSG W SM_<SID>CLNT100_BACK CUST620 1.0

Sukhi

[Former Member]

Hi Andrew,

you can find all information about basic configure Service Desk (table BCOS_CUST include) in TX SPRO - SAP Reference IMG, part "Service Desk". About BCOS_CUST: you must define in this table RFC-destination that will be use for creating messages in Solution Manager from system of client. As example, this can be trusted RFC or ...BACK.. RFC. But remeber please that you must assign role SAP_SUPPDESK_CREATE for that users which used for connection in this RFC.

Best Regards,

Arkadiy.