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Creating tickets for custom non SAP components

Former Member
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Hi all,

For Service Desk, can I define other objects that are not a SAP system?

I'm trying to set up the following scenario:

E.g. - When creating a new ticket, when I select the system/ibase or the camponent field, how can I select something like Process A instead of SAP System A. I mean, I can have an issue on a web project and want to report on that instead of telling it is a sap component issue. Is this possible to be done? If so, can you provide an example (I believe this is done on the IBase transaction, but don't know how)?

Regards,

Ricardo

Edited by: Ricardo Dias on Feb 18, 2009 10:43 AM

Accepted Solutions (1)

Accepted Solutions (1)

markus_doehr2
Active Contributor
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We had some time ago a likewise requirement.

We were using SolMans support desk for a long time (since SolMan 2.2) and had > 10.000 messages in it. The requirement was to have one support desk tool for all IT, so not only the SAP related problems/requirements but also all others (printers, VPN, networks, PC issues etc.)

The support desk in SolMan is mainly focused on SAP products. Since it´s based on CRM you will need a CRM customizing specialist to configure and maintain it. We finally chose to switch to an external product because it turned out, that initial customizing (plus necessary development) and maintaining the configurations after each support package would be too work intense (we learned our lessons with CRM 5.0).

If your users will use the workcenters for communication with the message processors you also have to think about from where to get those users and how to synchronize them (e. g. LDAP, Active Directory, different SAP systems) and how to assign them to the business partners without creating the users several times.

The workcenters look really nice, it´s really a pity it´s so complex to configure and that users are forced to logon to a system to answer a question after having received a status update via mail.

Markus

Former Member
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I see your point. But there should be an easier way to customize this, no? Do you now any CRM guide on this?

Thanks for your answer.

Ricardo

markus_doehr2
Active Contributor
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> I see your point. But there should be an easier way to customize this, no?

you think so? CRM is known as one of the most complex applications to customize. There are approaches - with EHP1 - to make some of the configurations in the Workcenter but most of them, especially if they are "non-predefined" need to be done in the usual IMG.

> Do you now any CRM guide on this?

You can use the CRM online help and copy the full default process - but keep in mind: if you customize that, you need to adapt it after you apply an SP. As soon as you leave the "default" configuration delivered by SAP you're on your own with your customizing.

Markus

Former Member
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Yes I understand that CRM is a complex area. But I'm only trying to customize a simple thing, wich is allow me to define my own type of issues with this criteria:

- select sold-to-ship organization,

- select area inside organization where the issue occured,

- finally, select the process/project where the issue occured,

- proceed with normal service desk input parameters.

Isn't this possible to do with customization on IB52 or so? A bit confused here...

Sorry for insisting on this, but it really is a requirement for me to input tickets for both sap components and non components...

Regards,

Ricardo

Answers (0)