Service Desk

[Former Member]

Hi!

Automatic assignment of products to Service Desk messages

Does anyone know how to establish the automatic assignment of products (e.g. HOTLINE_SUPPORT) to the Service Desk messages within SLA-scenario in Service Desk?

Customizing of Service Desk area

How can I customize the area of service Desk messages, e.g. adding/removing tabs?

Has someone some suitable documentation with screenshots?

Thank you very much!

regards

Thom

[Former Member]

Hi Ragu..

could you pls send the doc to mail.sundar19 <at> yahoo.co.in

Thanks a lot for your help....

[raguraman_c]

Hi,

Sent you a document. It will solve your problem. Feel free to revert back.

--Ragu

[Former Member]

hello,

could you send it to irina16ro @ yahoo.com pls

thx

[Former Member]

Can you post a link so that everyone can view it?

[Former Member]

Hi!

Does anyone know some free File Uploader. I will add there the document sent by Ragurman.

regards

Thom

[Former Member]

How about SAP provide a FTP site. Try http://www.uploading.com/

http://www.megafileupload.com/ and please inform the site where it was loaded for all to access

[Former Member]

Hi Ragu,

could you please send this document to dkohlen <at> web.de

Thanks a lot!!!!!!!

Kind Regards

Dirk

[Former Member]

Hi all!

The document was uploaded on the following page:

http://uploading.com/en/files/YF5O2LVM/SLA_Management.doc.html

Your comments, etc. regarding the docu will be very appreciated

Thom

[Former Member]

Hi Thom,

Check this link [/thread/328253 [original link is broken]; for SLA, in the second page of this link says about how to assign a product for the service desk messages,

this thread gives the steps for achieving SLA

regards

Naveen

[Former Member]

Hi Ragu,

As you are aware in standard service desk message there are two fields as...

1)Start customer requirement SA 19.07.2008 00:00 INDI Current Date

2)End customer requirement TU 22.07.2008 00:00 INDIA Start + 3 Days

Because of this system does not allow further processing or change of status for message which falls after this date.

How can I extend this to say "Start + 10 days"

Regards,

Nikhil

[Former Member]

Nikhil, open a new post for new questions. It's more likely to be answered

[Former Member]

In transaction SPRO go into SAP Solution Manager -> Configuration -> Scenario-Specific Settings -> Service Desk -> General Settings. I know under Define Transaction Types, you can customize the behavior of the messages based on transaction type.