Service Desk Functionality

[Former Member]

Hi All,

We have configured the Service desk in Solution Manager and able to Create Message from the solution manager system and able to view the raised Message from Solman Workcenter.

Now we have a few more systems in our landscape from which we want to raise message and those messages should reach our Solution Manager.

We are able to create Message from the other systems but those messages are not showing in Solution Manager.Do we need to configure anything extra for this?

Is this possible.?

Kindly suggest the way to achieve this.

Thanks and Regards,

Mathan A

[Former Member]

hi,

its the one of the basic config in service desk setup, goto SM30 in your managed system

Table  name BCOS_CUST, maintain the solman RFC name, this helps to direct your ticket to solman.

CHARM_DEST

W

give your rfc name of solution manager here

CUST620

Thanks

Jansi

[Former Member]

Hi Jansi Rani,

We did that as said above. The message is getting created and it is not showing in Incident list automatically.

We have to note down the Message number and goto solman workcenter --> Incident Management --> Incidents --> and enter the message number created in the Mnaged Systen there and check the message.

Can we set any notifications or separate list for managed system Messages.?

Can we check the messages from Managed Systems by any other way?

Thanks and Regards,

Mathan A

[prakhar_saxena]

Hi Mathan

workcenter are more like customize view w.r.t to BP

there might be a case there is no BP assigned to ticket so it is not shown

goto crm_dno_monitor to view these tickets in solman 7.0

or

goto sm_crm use incident search to view these ticket in 7.1

Sometimes tickets are created without IBASE or master data so this situation occurs.\

if you have ticket no.s not shown you can also do with ticket no search in sm_crm or crm_dno_monitor as per ur case

hope this helps

Regards

Prakhar

[Former Member]

Hi Mathan,

It seem that Prakhar supposition about BP is right. Looks like that business partner (that linked to user you login to workcenter)  not participate in any one message.

Workcenter provide a view of messages that related with your Business Partner.

If your BP is put in a message like reporter, processor, or in Support Team is put BP of Org. unit that related with your BP (related in organization structure), you will see this messages in workcenter.

Most often service desk scenario supposed that after creation of message support team determined automaticaly and message can be seen by all employes which consist in determined group.

As a supplement notification by e-mail can be realized

Good Luck.

Regards

Vladimir.