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Org Structure in Service Desk

Former Member
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Hi,

I am planning to set up an organizational structure for demo purpose in Solman (PPOMA_CRM). Can any one suggest best Org structure to set up for demo?

Thanks in advance.

Regards

Accepted Solutions (1)

Accepted Solutions (1)

Former Member
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I'd keep it simple and use a 2 level help desk org structure for a demo

L1-Help Desk General

L2-Help Desk Teams

- L2-Basis

- L2-Finance

I'd try to tell a story with the demo. Such as the user is performing an FI transaction and has an issue. They click Help > Create Support Message and the ticket is auto-assigned to the FI team based on the SAP component in the rules. After reviewing the issue the FI Team realizes an SAP Note needs to be applied and assigns it to the L2 - Basis Team, who works the ticket and applies the note.

Explain to them how if the SAP component is not assigned to an L2 team by the rules, the catachall rule assigns it to the L1 support who manually determines the best team for the issue and assigns it.

Jason

Answers (1)

Answers (1)

Former Member
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Hi,

I used these three blogs, would be good for you too, specially 2 and 3rd

/people/bruyneel.guillaume/blog/2008/05/02/service-desk-implementation-guide-part-i

/people/bruyneel.guillaume/blog/2008/06/13/service-desk-implementation-guide-part-ii

/people/dolores.correa/blog/2007/10/06/service-desk-support-team-determination

Thanks,

Jansi