accessing the service desk message from satellite system

[Former Member]

gurus ,

after creating a creating a service desk message to solution manager system via HELP->CREATE SUPPORT MESSAGE ,

how does the message creator from satellite system will view/change the message created by them at late point of time ?

[Former Member · Accepted solution]

where does the message creator access the support message after the status has been set to 'custom action ' by the message processor

[former_member209604 · Accepted solution]

Check my answer in this thread regarding usage of Work Center: [|]

Regards,

Ruediger

[Former Member · Accepted solution]

actually my question is ,

example :

User 'X' sends a support message from development system reporting a problem

Message Processor 'y' recieves the message in solution manager and sees via TC:CRM_DNO_MONITOR

now the message processor has performed certaina ctions and changed the status to "CUSTOM ACTION"

now where does the user'X' gets this message , how does he further responds to the message ?

(i.e) is there any transaction code to go and do this for the users in the satellite system

[former_member209604 · Accepted solution]

>

> User 'X' sends a support message from development system reporting a problem 
> 
> Message Processor 'y' recieves the message in solution manager and sees via TC:CRM_DNO_MONITOR 
> 
> now the message processor has performed certaina ctions and changed the status to "CUSTOM ACTION" 
> 
> now where does the user'X' gets this message , how does he further responds to the message ? 
> 
> (i.e) is there any transaction code to go and do this for the users in the satellite system

Hi Susin,

User "X" can not access the message within the Satellite System.

Recommendation:

User "X" logs on to SAP Solution Manager and runs transaction solman_workcenter, he was granted authorizations to access Work Center "Incident Management".

The access can be done through a Web Browser.

Ruediger

[Former Member · Accepted solution]

but if i give solman_workcenter in TC box of my solution manager system , it says transaction does not exist

note : i am in super user having SAP_ALL

[former_member209604 · Accepted solution]

SOLMAN_WORKCENTER is available as of ST 400 SP12. Check the Support Level of your SAP Solution Manager System.

SAP_ALL is not sufficient. There are special roles for Work Center. See details in the Security Guide of the SAP Solution Manager.

[Former Member · Accepted solution]

>

> SOLMAN_WORKCENTER is available as of ST 400 SP12. Check the Support Level of your SAP Solution Manager System.
> 
> SAP_ALL is not sufficient. There are special roles for Work Center. See details in the Security Guide of the SAP Solution Manager.

yes you are correct oue ST 400 support level is 10 .

so now what transaction we should use now ..

i have searched market place for service desk configuration guide . but i could not see any .

will there be nay documents avialble on configuring basic settings and scenario specific settings for solution manager ?

if so it would be of greater help

[Former Member · Accepted solution]

Susin,

the problem is a commonly asked one that I get when I present the Solution Manager to customers. There is always the question: How can the user see the status of the ticket?

From my point of view you can give them access to the worklist but I guess it is really a pain for the user to log on to SolMan and to access the information from there through a complex transaction.

Alternatively to provide the user with access to the ticket system, you could consider sending out an email on (all or only critical) status changes from the system bei assigning an activity to the status change. That might be much easier for the user (and for you).

After looking at and working with work centres I think it would be worth to install the neccesary patch level. It is really beneficial, for the user reporting a problem, as well as for your help desk monitoring their issues.

Since it is a very common question, and Ruediger seems to be close to the source, can you (Ruediger) maybe provide some information how SAP is going to handle that in the future? Is SAP purely focussing on the work centers in Solution Manager, or is SAP planning on a track & trace possibility within the satellite system for the users?

I guess there is no easy solution to your problem, but maybe I was able to provide some ideas how to provide more funtionality.

Cheers

Markus

[former_member209604 · Accepted solution]

> ...
> After looking at and working with work centres I think it would be worth to install the neccesary patch level. It is really beneficial, for the user reporting a problem, as well as for your help desk monitoring their issues.
> 
> Since it is a very common question, and Ruediger seems to be close to the source, can you (Ruediger) maybe provide some information how SAP is going to handle that in the future? Is SAP purely focussing on the work centers in Solution Manager, or is SAP planning on a track & trace possibility within the satellite system for the users?

Hi Susin,

I fully agree with Markus. Using the Work Center (for example via Web Access) is easiest and best way to allow users to access their incidents.

Based on my information, there is currently nothing planed in Satellite Systems.

Best regards,

Ruediger

[Former Member · Accepted solution]

i have searched market place for service desk configuration guide . but i could not see any .

will there be any documents avialble on configuring basic settings and scenario specific settings for solution manager ?

we have detailed SAP tutors for solution manager .

but i dont find anyhting for configuring & implementing solution manager operations like service desk , change manager etc.,

if any of you aware , please provide me with the link .

if not SAP can let it open ears for SAP tutors in these topics extending its facility to the customers

[Former Member · Accepted solution]

> Alternatively to provide the user with access to the ticket system, you could consider sending out an email on (all or only critical) status changes from the system bei assigning an activity to the status change. That might be much easier for the user (and for you).
> After looking at and working with work centres I think it would be worth to install the neccesary patch level. It is really beneficial, for the user reporting a problem, as well as for your help desk monitoring their issues.
> 

Thanks for your detailed explanation .,

do you have anu links or guides for configuring the scenario you mentioned above .

[former_member209604 · Accepted solution]

>

> i have searched market place for service desk configuration guide . but i could not see any .
> 
> will there be any documents avialble on configuring basic settings and scenario specific settings  for solution manager ?

Hi Susin,

The configuration for Service Desk is included in the Configuration Guide (tx SPRO).

There is no separate (published by SAP) Service Desk Configuration Guide.

Best regards,

Rudiger

[Former Member]

I know the role for incident management work center is SAP_SMWORK_INCIDENT_MAN.

But I have another question related with this topic: in the incdident work center a customer user may search through all the messages in our solution manager, what I want is to restrict the customer user so that he can only search all the messages created by him, as we don't want to let him see messages created by other customer from other companies. Is there any way to achieve this requirment? Thank you.

Karl