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Former Member
Jul 10, 2008 at 11:14 AM

SolMan 4.0 Service Desk Configuration

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Our company is trying to implement Service Desk to replace the current multiple help-desk tools in many of our geographical locations. The intention is to use Service Desk as one Global tool for SAP and Non-SAP incidents.

Despite being a global solution we still require the ability for calls to be reported on per region and tickets to be routed to regional support staff. For example we have a global network team, but also a network team based in Europe, Asia, Africa, S.America and N.America.

An european based network issue should be routed to the European network team rather than anywhere else.

What is the best method from within Service Desk to create a regionalized structure.

Thanks

Simon