Service Desk

[Former Member]

Hi all.

We want to use the Service Desk of the Solution Manager 4.0 as a support tool for our clients. Is their any possibility that the support employees can be informed by email or telephone when their is any new message in the Service Desk? And can they get an email when a message is about to escalate?

Best regards, Daniela Winter

[raguraman_c · Accepted solution]

Hi,

These links should help you,

/people/federico.babelis2/blog/2006/05/03/solution-manager-cen-and-alerting-configuration-guide-for-dummies

http://service.sap.com/monitoring >> Monitoring in detail.

http://service.sap.com/monitoring >> auto-reaction methods

These would definitely solve your problem.

Are you can see the predefined alert monitor from this

http://service.sap.com/monitoring >> four extensive monitor sets

and also you can have the hefty Help from SAP

http://help.sap.com/saphelp_nw04/helpdata/en/c4/3a7da1505211d189550000e829fbbd/frameset.htm

Feel free to revert back

--Ragu

[Former Member · Accepted solution]

Dear all

I need your help to SLM configuration (Service desk in the Solution Manager). If you have a logical order of the configuration (step by step), please send me. I have urgency in the SLA configuration and send e-mails to creator and responsable by the issue.

Thank's.

Juliano Viana

[Former Member]

You can set it up to automatically e-mail a support group or person the message is assigned to. You can also set up an e-mail to send to the reported by upon change of message status (e.g., from new to closed). All config is done in the IMG CRM area, not in the Solution Manager IMG area. You need the org defined, business partners defined, IBASE defined, persons assigned to the orgs, before the e-mail part can be set up. We have that working at our company.

Not sure about the paging/telephone part...didn't see anything on that.