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SAP Solution Manager Support Desk Powered by SAP CRM

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SAP Solution Manager Support Desk Powered by SAP CRM
Stechies

SAP Solution Manager Support Desk Powered by SAP CRM
Welcome to the Tutorial on the Support Desk powered by mySAP
CRM! To proceed click the button "next step" or use Enter.

Support Desk
The support Desk within the SAP Solution Manager is a full-range message
handling instrument covering internal message as well as remote support from SAP.
click the button "next step"

Message Handling
You will now learn how to handle message using the support desk in the
SAP Solution Manager.
click the button "next step"


Function Builder:Initial Screen
If a end- or key user has a problem within his productive transaction
he can directly report the issue to his internal support organization
via the help menu.To create a support notification,first open the menu "Help".



Function Builder: Initial Screen
Choose "help - Create support Message" to create a Support Message.



Function Builder: Initial Screen
A popup appears: all an end user has to do is to maintain a short and long text.The component will be automatically filled because every SAP
trasaction is related to a SAP component.
Enter "Problem with Function Module" and click in the field priority.

Function Builder: Initial Screen
Use F4 Help to choose a priority for your Support Message.



Creat Message
Double-click on priority "Medium".



Function Builder: Initial Screen
Now, you had to describe your problem as precisely as you can.Don't forget to explain all necessary information, which can help your support
organization to solve your problem.Click in the input field for the long text and this step will finish by itself.



Function Builder: Initial Screen
Click the "Display Entire Message (F5)" button to view the System Data that
has been automatically collected satellite system by the SAP Solution Manager.

Display Entire Message
Review data and also view the next page.

Display Entire Message
click to the next page.



Display Entire Message
Review the third part of the system data above and click on the cancel
button (x) to return to the main screen.



Function Builder: Initial Screen
If you want to add a file (e.g. screenshots), you can do this clicking the
button "Add file(Shift+F4)".

Function Builder: Initial Screen
File attachments can now be added to the support Message- and later on
forwarded to SAP Support!
Click the button "Cancel (F12)" to returns to the main screen.

Function Builder: Initial Screen
Now you can send the Support Desk Message to your internal support organization using the
Solution Manager by clicking the button "Save/send(ctrl+s)".

Function Builder: Initial Screen
Now there appears a popup with the internal number of your support Desk
Message.
Click Enter to finish creation of the Support Desk Message.

Function Builder: Initial Screen
End transaction by clicking the button "Back (F3)"

SAP EASY Access
SAP menu
Tools
SAP Solution Manager
solution operation
In your central SAP Solution Manager System,you will find all support
desk messages.Your internal support desk employess can now select the
incoming messages via solution operation.
Double click on solution
Operation to get in contact with support desk message handling.

SAP Solution Manager
AAA_Petrenz: Organisations
The latest used solution will be opened.Support Desk has to be selected
in order to see support desk messages.You can change the variant by clicking the corresponding input field.

SAP Solution Manager
To see all open support desk message, you choose the corresponding variant.


SAP Solution Manager
As you see, in the case the variant "All Open Messages SLF1" is used as
default variant.Choose button "Execute" now, to see all support desk messages according to the variant.



SAP Solution Manager
If you want choose more detailed selections you can do this via Transaction monitor.In this case
choose "Start Transaction Monitor" to select certain messages.

Transaction Monitor - Service Processes
Now, you can search for the support desk messages, you want to process.
Enter the values as indicated in the description to show only the open support
desk messages from the 8th of April 2003 in a working list.



Transaction Monitor - Service Processes
Click on the selected entry you want to process.


Transaction Monitor - Service Processes
Select the pushbutton "Detail".



Display:Support Desk Message 1028
Now,you are in the detail from the support desk message you selected.
Click on "Change" to process the support desk message.



Edit:Support Desk Message 1028
At first you have to add the Message Processor.
To do this,post your cursor in the field Message Processor.



Edit:Support Desk Message 1028
To complete the field "Message Processor",first open the possible
Processors stored in the drop down list box by clicking the arrow at the right-hand end of the field.



Edit:Support Desk Message 1028
Choose Enter.



Edit:Support Desk Message 1028
Double-Click the marked Message Processor.



Edit:Support Desk Message 1028
Move to the Transaction Data by clicking the button "Transaction Data".

Edit:Support Desk Message 1028
Move to the next tab page "SAP Notes" by clicking the button.



Edit:Support Desk Message 1028
At first you are able to search for relevant notes in the SAP Service Marketplace.
Click for the search button.



SAP Service Marketplace-Microsoft Interent Explorer Provided by SAP IT
THE BEST-RUN BUSSINESS RUN SAP
The SAP Service Marketplace will be opened and you come to the alias "notes" in the SAP Service Marketplace.
Click to the next Page.



THE BEST-RUN BUSSINESS RUN SAP
Enter the values as indicated in the description.Start Search.



THE BEST-RUN BUSSINESS RUN SAP
You haven't found a useful note in the Service Marketplace and therefore
leave the SAP Notes Search by exit the browser window.




Edit:Support Desk Message 1028
Maybe you find now a solution in the internet solution database of the SAP Solution Manager.
Move to the tab page "Solution Database" by clicking the tab.



Edit:Support Desk Message 1028
Click for the search button.



Edit:Support Desk Message 1028
Define your search criteria (the short text of the support desk message
is automatically taken over) and choose enter.



Edit:Support Desk Message 1028
As there is also no solution found,you can now forward the message to
the SAP Support Oraganization.Move to the page "overview" by clicking the
button.



Edit:Support Desk Message 1028
Select another information type by clicking on the input field.



Edit:Support Desk Message 1028
Choose "Information for SAP".



Edit:Support Desk Message 1028
Now,you can describe additional information for the SAP Support Organization.
Click in the text field and this step will finish by itself.



Edit:Support Desk Message 1028
Click the Action menu.



Edit:Support Desk Message 1028
Choose "Send Message to SAP" from the menu.



Edit:Support Desk Message 1028
Click to the save the mesage.



Edit:Support Desk Message 1028
A message was generated in the SAPNet R/3 Frontend.The changed attributes
you can see in your internal support desk message.Move to the tab page "SAP Attributes" by clicking the button.



Edit:Support Desk Message 1028
You can now see the referring SAPNet R/3 Fronted number and the changed message status.
Click the Action menu.



Edit:Support Desk Message 1028
To synchronize your internal support desk message with the refering SAPNet R/3 Frontend message
choose "Refresh Message"from the menu.



Edit:Support Desk Message 1028
Click to save the message.



Edit:Support Desk Message 1028
You see now that SAP Support has proposed an answer in the message status
field.
Move to the tab page "Overview" by clicking the button.



Edit:Support Desk Message 1028
You can see the answer from SAP Support.
Now go back to the tab page "SAP Notes" by clicking the button to see the attached note from the SAP Support Organization.



Edit:Support Desk Message 1028
Select the row from the note you want to check.



Edit:Support Desk Message 1028
You should display the attached note,before you implement it.



ABAP editor: Insert pattern for "PERFORM"
Now you can review the offered note in detail and you leave the SAP Service Marketplace by exit the browser window.


Edit:Support Desk Message 1028
If you want to bring in the selected note automatically through the SAP Note Assistant e.g. in your
development system to test the correction you can click the button "note implementation".



Edit:Support Desk Message 1028
Choose "Enter".



Edit:Support Desk Message 1028
Enter the RFC destination to your target system in which you want to test
the correction.In this case enter "NONE" via your keyboard and choose Enter.



Note Assistant:Worklist for User TESTER
Double click to view the SAP Note you want to implement.



Note Assistant:Display SAP Note 0000433787
Click the button to check if the note can implemented automatically.




Note Assistant:Display SAP Note 0000433787
Click to close the information popup.




Note Assistant:Display SAP Note 0000433787
Now click the button to implement the note automatically.




Note Assistant:Display SAP Note 0000433787
Double click to the check the automatic code changes in the target system.

Note Assistant:Display SAP Note 0000433787
Click to close the check of the code changes.




Note Assistant:Display SAP Note 0000433787
Click to accept the implemented code changes.


Edit:Support Desk Message 1028
If the problem is solved in your target system with this note you can
confirm the solution to SAP Click the Action menu.


Edit:Support Desk Message 1028
Choose "Close Message" from the menu.



Edit:Support Desk Message 1028
Clcik to save the message and finish Message processing.



Edit:Support Desk Message 1028
The status from the SAPNet R/3 Frontend message has also be changed.
Move to the tab page "SAP Attributes" by clicking the button.



Edit:Support Desk Message 1028
Now leave the support desk message by choosing "Back".




SAP Easy Access
You are again located back in the SAP Easy Access Screen.
Now,you can either leave the tutorial and try it again.Further information about this lession can be viewed if you
click on "hints".



Working with Support Desk-Support process
Continue with the next step!


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