Solution manager training for using Helpdesk

[Former Member]

Hi

I am suppose to conduct a trainin for Solution Manager to the client so that they can create message in satellite system and then train the users who will be the message processors as to how to view the message in SOLMAN, how to process the message, how to change the status of this message....how to close the message...hw to escalate the message...

In short, need to train them for using the Help Desk in SOLMAN....

If anyone can provide screenshots or some documents..please let me know...

Link to any such blogs or any other documents...what i need to tell them...based on the flow of message from normal users to support team and to SAP if needed...

Please reply as soon as possible!!

Thanx a lot!

Message was edited by:

Chin2

[raguraman_c · Accepted solution]

Hi,

Check <a href="https://websmp205.sap-ag.de/~sapidb/011000358700005479202006E.sim">this link</a>, explains the Servicedesk Cycle.

This will solve your problem.

Feel free to revert back.

--Ragu

[Former Member]

Also check out:

http://service.sap.com/rkt

(In the menu, choose)

- SAP Solution Manager

-- SAP Solution Manager 4.0

--- Solution Consultant

Many sims, documents and scenarios