What is the concept of Support Desk Message?

[Former Member]

Hi,

I have little knowledge about Support Desk Message, but not sure. Can somebody explain me in details or provide notes that can explain what is it and how the functionality is used? I would like to configure it in my solution manager. I need help here with step by step configuration.

Thanks,

I will post points for sure!!

[raguraman_c · Accepted solution]

Hi,

check this use case presentation from SAP Market place.

https://websmp104.sap-ag.de/~sapdownload/011000358700004505112006E/ServiceDesk.pdf

This will solve your problem.

Feel free to revert back.

--Ragu

[Former Member]

Hi all,

Thanks to all. Very good explanation. It really helped.

Raguraman,

It was very good doc that you have sent. Could not find without you. I am new into solution manager. Do you have more good doc like step by step regarding solman monitoring and MTE and CCMS with satellite?

thanks

[raquel_pereiradacunha]

Afi C,

The Service Desk can be used to set up efficient internal support for SAP-related error messages. End users can create error messages and send them to a central support organization working in the SAP Solution Manager. Here, the support employees can use advanced tools to process the error messages and deliver fast problem resolution, for example:

· Message processing

○ Create error messages

○ Create internal notes

○ Record calls

○ Communicate per e-mail, SAPOffice or fax for the status update

○ Search for SAP Notes directly in the SAP Service Marketplace

○ Inquiry in an internal Solution Database

○ Send a message to SAP Support

○ Receive an answer from SAP Support

○ Implement SAP Notes with the SAP Note Assistant

· SAP Notes search and automatic implementation of SAP Notes (and dependent Notes) using the SAP Note Assistant

· Interface between Service Desk and a Third Party Call Tracking System

· Solution database for knowledge management

You can have more info about SolMan in http://service.sap.com/solutionmanager.

Hope it helps.

Regards,

Raquel Cunha

[Former Member]

HI Thanks man. very very helpful step by step guides.

But I am still not clear with that. why do we use Support Desk Message, what does it do. what's the fuctionality.

Thanks,

[Former Member]

Hi

It will help u

Refer to the following step-by-step guide:

/people/federico.babelis2/blog/2006/04/14/service-desk-configuration-guide-for-dummies

/people/federico.babelis2/blog/2006/04/14/service-desk-configuration-guide-for-dummies

/people/federico.babelis2/blog/2006/04/25/system-monitoring-configuration-guide-for-dummies

Please reward for helpful answers