Service Desk

[Former Member]

Hi!

I use successfully Service Desk functionality within SAP Solution Manager 4.0 (SP 13).

I have heared about the possibility to identify/assign the Service Desk support messages to an existing agreement/order.

My question is:

How to set up this functionality?

Any helpful information will be appreciated..

Thank you very much

regards

Thom

[Former Member]

Hi

Refer to the link below for solution manager helpdesk

http://help.sap.com/saphelp_crm60/helpdata/en/1a/023d63b8387c4a8dfea6592f3a23a7/frameset.htm

Reward points if helpful

Dinaker vikas

[Former Member]

So are you saying that CRM must be installed pior to Service Desk?

We are also at the juncture and are trying to figure out where we turned left instead of right.

Thanks

Dee Martin

SpiritAero Systems.

[Private_Member_118286]

Hi Thom,

I am not sure, if I understand you right. Would like to use Service Level Agreements? If this is the case you will have to use the transaction type SLF1 instead of the standard type SLFN, as SLA dates and times are calculated on position level and SLFN does not work with positions. In SLF1 you can set up your own SLA´s. SLFN is a simplified version of SLF1 with less customizing possibilities.

Regards

Csaba

[Former Member]

Hi,

The trasanction type SLF1 is not to be seen at all in the Define Transaction Types. How to go about on this.

Rgds

Partha