Helpdesk in Solution Manager

[Former Member]

Hello,

I want to configure the helpdesk on Solution Manager. I´ve been searching documentation and I´m confused with the different terms, Incident Management, Service Desk...

Anybody could guide me?

Thanks a lot.

[fernando_rocha1]

Hi Ruben,

As already stated by Diana, these terms are all the same.

So, if you want to configure the Incident Management in your Solution Manager 7.1, this is the guide:

http://www.service.sap.com/~sapidb/011000358700000409442011E

Best regards,

Fernando

[Former Member]

Thanks for yours answers,

But I´ve installed the solution manager 7.0 with EHP1, and I don´t find the guide of configuration for this version.

[Former Member]

I´ve followed the guide of the Solution Manager 4.0.

After configured I´ve created a support message from satellite system, from the crm_dno_monitor I can see the message.

My doubt is about the response of the message to the end-user, I´ve searched in Fast Entry, and transaction data I can´t found and option to response at user that had created the incident message.

In the top of this tcode, I can see a letter with the option of send object with note, but I can´t see the email on sost.

What can i do?

Any suggestion o advice??

Thanks a lot

[Former Member]

Hi!

As per SolMan configuration it's the same terms.

To know more about these terms particulary you better read ITIL based books.

Guides on SolMan configuration you can find on marketplace

https://websmp208.sap-ag.de/rkt 

• SAP Solution Manager 7.1

Regards,

Diana