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SAP Solution Manager Support Desk 3.1

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SAP Solution Manager Support Desk 3.1
Stechies

SAP Solution Manager Support Desk  3.1

Service & Support Product Management SAP AG


Support Desk within the SAP Solution Manager is a full-range message handling instrument covering internal messages as well as remote support from SAP.  The goal of the Support Desk are  to enable you to integrate message handling seamlessly into your my SAP solution to optimize the speed and focus of support from SAP by providing a defined interface to the SAP Service Marketplace for automatic transmission of relevant data from your system.

 

 

The SAP 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 messages as well as remote support from SAP.

 

 

 

 Message Handling
You will now learn how to handle message using the Support Desk in the SAP Solution Manager.

 

 

 

 

Function Builder: Initial Screen
If a end- or key user has a problem within his productive transaction he can directly report this issue to his internal support organisation 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 transaction 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.

 

 

 

 

Function Builder: Initial Screen
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 nessesary information,
which can help your support organisation 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 from the connected satellite system by the SAP Solution Manager.

 

 

 

 

Function Builder: Initial Screen
Review data and also view the next page.

 

 

 

Function Builder: Initial Screen
Click to the next page.

 

 

 

 

Function Builder: Initial Screen
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 return to the main screen.

 

 

 

 

Function Builder: Initial Screen
Now you can send the Support Desk Message to your internal support organisation 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)”.

 

 

 

 

Function Builder: Initial Screen
In your SAP Solution Manager system, you will find all support desk messages. Your internal support desk employees 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
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 messages, you choose the corresponding variant.

 

 

 

SAP Solution Manager
As you see, in this case the variant “All Open Message 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 Transaktion monitor. In this case choose “Start Transaktion monitor” to select certain messages.

 

 

 

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

 

 

 

 

Transaction Monitor – Service Process
Click on the selected entry you want to process.

 

 

 

 

Transaction Monitor – Service Process
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 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.

 

 

 

The SAP Service Marketplace will be opened and you come to the alias “notes” in the sap Service Marketplace. Click to the next page.

 

 

 

 

Enter the values as indicated in the description. Start Search.

 

 


 

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 internal 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 Organisation. Move to the tab 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 informations for the SAP Support Organization. Click in the textfield 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 save the message.

 


 

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 Frontend number and the changed message status. Click the Action menu.

 

 

Edit: Support Desk Message 1028
To synchronize your internal support desk message with the referring SAPNet R/3 Fronted 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 Organisation.

 

 

 

 

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.

 

 

 

 

Now you can review the offered note in detail and then 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 be 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 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
Click to save the message and finish message processing.

 

 

 

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

 

 

 

 

Display: Support Desk Message 1020
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 or return to the beginning and try it again. Further information about this lesson can be viewed if you click on “hints”.

 

 

 

 

Working with Support Desk – Support Process
Continue with the next step.

 

 


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