Solution Manager Work Center or Service Desk.?

[Former Member]

Hi Gurus

I am looking for the best way for implementing post go live helpdesk support in our project.

I would like to know, whether we can use the solution manager work center functionality for the same purpose. The end users should be able to raise the tickets, the corresponding mails should be triggered to the respective support teams, they should be able to update the status of the tickets and the corresponding notifications should be sent via mails. Is this functionality possible using solution manager work center ? are the tickets raised from solution manager work center visible in crm_dno_monitor? Is it like solution manager work center is only an Web based user interface for the normal service desk functionality in solution manager. ?

Pls help me to clear my doubts.

Thanks.

[Former Member · Accepted solution]

Hi Prakhar

Thanks for your quick response. So I can very well use this functionality in my project for the post golive support rite? Earlier I was planning to use the solution manager notif_create tcode for raising the tickets. But in that case, the end users , who are not much familiar with the SAP , would find it difficult to login to solution manager and use it. So i was looking for an alternative where we have a web based user interface, which can help the end user to raise the tickets conveniently. So what I understand is, what ever fields we are having in notif_create ,i.e. ibase, component, reported by, responsible person , category, subject etc are all present in work center also along with the enteries. If so , this would really help me out. Pls correct me if i am wrong.

Thanks

[prakhar_saxena · Accepted solution]

Yes

you have system i.e. ibase attachment tab priority component.....short text long text.category subject etc present in SP18 or EHP1

Hope it solves ur doubt

Regards

Prakhar

[Former Member]

Hi Prakhar..

So we need atleast SP18 for maximum utilization of this feature.

Thanks a lot for your support.

[prakhar_saxena]

Dear friend,

Workcenter is just a ABAP dynpro based or web based feature available for service desk.

Yes the user can post ticket via the workcenter incident managment link .

and you can see the tickets in solman_workcenter in solman system using the crm_dno_monitor.

Whatever mails u configured wil work in the same way as earlier

Hope it resolve ur doubt

Regards

Prakhar