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What is the concept of Support Desk Message?

Hi,

I have little knowledge about Support Desk Message, but not sure. Can somebody explain me in details or provide notes that can explain what is it and how the functionality is used? I would like to configure it in my solution manager. I need help here with step by step configuration.

Thanks,

I will post points for sure!!

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5 Answers

  • Best Answer
    Posted on Nov 16, 2007 at 06:03 AM

    Hi,

    check this use case presentation from SAP Market place.

    https://websmp104.sap-ag.de/~sapdownload/011000358700004505112006E/ServiceDesk.pdf

    This will solve your problem.

    Feel free to revert back.

    --Ragu

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  • author's profile photo Former Member
    Former Member
    Posted on Nov 14, 2007 at 04:21 AM

    Hi

    It will help u

    Refer to the following step-by-step guide:

    /people/federico.babelis2/blog/2006/04/14/service-desk-configuration-guide-for-dummies

    /people/federico.babelis2/blog/2006/04/14/service-desk-configuration-guide-for-dummies

    /people/federico.babelis2/blog/2006/04/25/system-monitoring-configuration-guide-for-dummies

    Please reward for helpful answers

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  • author's profile photo Former Member
    Former Member
    Posted on Nov 14, 2007 at 07:21 PM

    HI Thanks man. very very helpful step by step guides.

    But I am still not clear with that. why do we use Support Desk Message, what does it do. what's the fuctionality.

    Thanks,

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  • Posted on Nov 15, 2007 at 07:54 PM

    Afi C,

    The Service Desk can be used to set up efficient internal support for SAP-related error messages. End users can create error messages and send them to a central support organization working in the SAP Solution Manager. Here, the support employees can use advanced tools to process the error messages and deliver fast problem resolution, for example:

    · Message processing

    ○ Create error messages

    ○ Create internal notes

    ○ Record calls

    ○ Communicate per e-mail, SAPOffice or fax for the status update

    ○ Search for SAP Notes directly in the SAP Service Marketplace

    ○ Inquiry in an internal Solution Database

    ○ Send a message to SAP Support

    ○ Receive an answer from SAP Support

    ○ Implement SAP Notes with the SAP Note Assistant

    · SAP Notes search and automatic implementation of SAP Notes (and dependent Notes) using the SAP Note Assistant

    · Interface between Service Desk and a Third Party Call Tracking System

    · Solution database for knowledge management

    You can have more info about SolMan in http://service.sap.com/solutionmanager.

    Hope it helps.

    Regards,

    Raquel Cunha

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  • author's profile photo Former Member
    Former Member
    Posted on Nov 20, 2007 at 08:38 PM

    Hi all,

    Thanks to all. Very good explanation. It really helped.

    Raguraman,

    It was very good doc that you have sent. Could not find without you. I am new into solution manager. Do you have more good doc like step by step regarding solman monitoring and MTE and CCMS with satellite?

    thanks

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