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author's profile photo Former Member
Former Member

service desk message flow

Hi Guru's,

I need help on the flow of service desk in solman 4.0.I have configured the service desk and iam able to send messge from satellite systems to solman.Anybody please tell me after recieving the support message how the message should be processed and what is the flow or how one cycle for a message process should be completed??.its urgent anybody please help me out..

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    author's profile photo Former Member
    Former Member
    Posted on Sep 12, 2007 at 08:10 AM

    Hi Sanju,

    Once the service desk message is raised, you can see that message using CRM_DNO_MONITOR transaction in Solution Manager system.

    Click on the link of the message, it will take you to the message. There the status of the message will be "new", "message created by" field will be filled and the "message processor" field need to be selected.

    These messages are to be selected either by "Processors" themselves for processing, or there can be a co-ordinator who will assign the messages to appropriate processors.

    These processors will change the status to "In process" and will work on the issue.

    Once it is resolved, the status can be changed appropriately like "proposed solution".

    The creator of the message has to check whether the solution is upto his satisfaction and has to close the message or reopen it.

    You can see this flow in the Service Desk iTutors by following the below link.

    https://websmp205.sap-ag.de/~form/sapnet?_SHORTKEY=01100035870000633637&

    Under "Technical Roles", go to "Customer's Support Organization".

    There in the "Service Desk" area you can find all information relating to your requirement.

    Dont forget to reward points for useful answers.

    best regds,

    Alagammai.

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    • Former Member Former Member

      Hi Sanju,

      Apart from whatever is told by Raghu,

      (2) add on - the message creator has to close the message by setting the status to "confirmed" after checking whether his requirement is met.

      Of course, the key user has to login to Solution Manager and he need to have a SolMan userid and Business Partner created for his useried.

      You can assign "SAP_SUPPDESK_CREATE" role to the key user to enable him to create support desk messages.

      Hope it helps.

      Dont forget to reward points for useful answers.

      best regds,

      Alagammai.

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