SAP Solman Service Desk - SAP SOLMAN

How service desk works in SAP Solman?

The support message created by you will be directly assigned to the Solution Manager Service Desk.
The screenshot shows the Service Desk homepage.
service_desk

Example

Let’s create a new Sales Order and an Order type is missing.
Step 1 − Go to Help → Create Support Message
create_sales_order
Step 2 – Now enter short text and message description and click the Submit button. You will get a prompt- message XXXXX successfully created in support Desk system.
Step 3 −Go to the Transaction Monitor under Service Desk in Solman to create an Incident.
sap_easy_access
Step 4 − Select Transaction Type- ZSMD Service Desk Message Type, and click Execute in Transaction Monitor.
transaction_monitor
Step 5 – You can see the created support Message as mentioned below. Open the Support message.
service_processes
Step 6 – Let’s click the Edit button and change the status to In Process. Once you make the changes, click the save button at the top.
in_process
Step 7 − First level support team can see if the issue has occurred before. They can check solution database to find any similar issues.
solution_database
Step 8 − In case there is no solution that matches the description, Service Desk support forwards the incident to the 2nd level support.
fast_entry
Step 9 − The 2nd Level support team can check the Solution directory to find any past records matching this incident description. Then if any solution is not available, they can also check SAP Market Place. If no solution is provided, Incident can be forwarded to SAP Global support team.
display_solution
Step 10 − To send the message to SAP Active Global support, click Actions → Send Message to SAP.
Once the issue is fixed, you can move to Incident Closure with documentation of all the steps that have been performed to fix the issues.
send_message

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