Service desk and issue management

[Former Member]

Hi experts

Probably this sounds easy but I'm lost here, I configured service desk and users will create support messages via service desk when they found a problem. However after reading more and more about solution manager I found that the "Issue Management" scenario is a great tool for project management and tracking issues too because you can create one or several tasks for an issue or top issue and assign those tasks to several processors, also you can create change requests for an issue, etc and everything is linked to the issue, so let's say that a user creates an incident complaining about a poor performance in a report, is there a way to create an issue for that and link it to the incident?, or what would be the process flow for this using service desk and issue management?

Thank you

[Former Member]

Hi Osbaldo,

You are right regarding the use of issues to manage your project. It is "Top Issues" that can be sent to SAP.

Regarding creating an issue from a message (SLFN); you would think so but I haven't found it. Has anybody?

[Former Member]

My understanding of [Issue Management|http://help.sap.com/saphelp_sm70ehp1_sp23/helpdata/en/ab/92e80795084827a0296ecfd3ca619b/frameset.htm] (SAP Help) is that is strictly for coordinating your interaction with SAP Support staff, e.g., if your project has multiple support messages to track.

Perhaps you're referring to [Central System Administration|http://help.sap.com/saphelp_sm40/helpdata/EN/9f/1f46570f8a4a268b3154e0e0f07280/frameset.htm] (SAP Help)? It lets you setup tracking of your daily manual checks (as tasks), but when the administrator discovers something that requires followup he can create an Issue. Those Issues can be linked to Projects and can be used to create Change Requests. But there isn't any integration with service desk messages that I can see.