Configuring Solman in Production Server

[former_member665343]

Dear Experts,

In our organisation we wish to configure Solman (Solution Manager) for all users as a single window to lodge issues so that the ones raised reach the respective Domain Experts and on such an event an express mail gets generated for the person in question while working in the Production Server.Additionally when replied/ message saved/any action on the raised node an express mail gets triggered to the intiateter so that he gets to know that some reply/action has been taken on his request.

Kindly provide detailed guidence for the above cause(step by step sequence if possible) to do teh same at our end.

thanks & regards,

puneet sharma,

SAIL,Bhilai

[Former Member · Accepted solution]

Hi Puneet,

For your requirement you need to configure service desk in solution manager.

In our organisation we wish to configure Solman (Solution Manager) for all users as a single window to lodge issues so that the ones raised reach the respective Domain Experts and on such an event an express mail gets generated for the person in question while working in the Production Server.Additionally when replied/ message saved/any action on the raised node an express mail gets triggered to the intiateter so that he gets to know that some reply/action has been taken on his request.

Most of the poinst can be achieved using standard service desk , but for extra mail alerts you might need to go for customization .

Here are the links which will guide you for the config part:

http://www.sdn.sap.com/irj/scn/go/portal/prtroot/docs/library/uuid/c04f30f0-6b6f-2b10-7891-df429b207...

Sending email from Service desk

Once you will start you can get number of docs which are available in SDN.

Hope it will help you to start up with.

Regards,

[Miguel_Ariño]

Hello,

You can also check the Service Desk related documents in http://service.sap.com/rkt-solman , and in the Solution Manager part of help.sap.com

You may also want to look at the configuration documents for support team determination based on component, as in note 616946.

The IMG documentation says the rest of the steps necessary for basic Service Desk configuration, if you read carefully before executing each SPRO activity.

I think that Gagan has already mentioned the SDN blog with the email sending configuration.

I hope this information helps.

Best regards,

Miguel Ariñ

[former_member665343]

Thanks.

Edited by: PM TEAM on Nov 24, 2011 6:33 AM