Solman Service desk incident status check

[Former Member]

Dear Experts:

I have some doubts: Valid answers will be awarded.

• We have configured service desk in solman 7.1. Now we can able to use the service desk functionality from satellite systems as well as from CRM_UI and solman_workcenter.
• When user sends an incident from ECC system how he can check his incident status from ECC?
• Does user needs solman access also for checking his incidents? If user needs to create in solman system, will SAP charge for this? We have 150 users in ECC.

Thanks:

Kishore Cherukumalla

[richard_pietsch]

Hi

there are different scenarios possible.

You may setup email notification as well as workflows.

The typical case is that a corresponding user exist in service desk. So the new message is created for the right user, even through creation via RFC from ECC backend.

In case of status change the user gets a mail notification and if necessary logon to solman to post a reply.

I assume you can also use the sap business workplace in ECC.

I am not sure about the licensing.

Regards, RP