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Configuring Support Desk for General Purpose


Did anyone used Solution Manager Support Desk for generic helpdesk? I have a requirement that I want to configure a internal IT helpdesk using solution manager. I want to have different categories and sub categories and sub sub categories. (Ex. Location -- IT Helpdesk -- Printer Problem). How can I do it? I tried to use different message types available but could not do it.

Anyone has done this? If yes please help me in setting this.

Also can we change standard components supplied by sap (like BC , BC-ABA etc...) if we can do that then I can configure this category -- sub category -- sub sub category in that. If anyone has done this please let me know how to do it.

Thanks in advance


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