Fall

08

SAP Solution Manager

Service Desk
Using OSS Message Functionality

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We nce sl ao L aca ze
Change Request Management – Service Desk 

Table of Contents
Author Bio.................................................................................................................3
Landscape Preparation:.............................................................................................4
Users Preparation:.....................................................................................................4
Cycle overview..........................................................................................................4
Create the Service Desk Message.............................................................................4
Creating inside Solution Manager..............................................................................5
Acept the Support Message......................................................................................6
Customer Action.....................................................................................................6
Requester Response...............................................................................................6
Send to SAP............................................................................................................7
Response from SAP................................................................................................7
Confirm Message....................................................................................................8
Using Solution Database...........................................................................................8
Confirm and Close the Message................................................................................9

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Change Request Management – Service Desk 

Author Bio
My name is Wenceslao Lacaze and I’ve been working as a SAP
basis Administrator and Solution Manager Consultant for the last 8
years.
I’m a Techno-Functional SAP Solution Manager Subject Matter
Expert (SME), I Design, Build and Implement the product using “Run
Sap” Methodology.
I have developed a very extended experience with medium and
large scaled SAP installations in several (multi)national
environments.

I am based in Argentina, but work all around the World.

I work directly for clients or via an agency.
I do speak Spanish, Italian and English fluently.
You can contact me at:
Email: wlacaze@gmail.com
http://www.linkedin.com/in/solutionmanager

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Change Request Management – Service Desk 

Landscape Preparation:
For this Demo we use 3 client inside Solution Manager
• 801 Development
• 802 Quality
• 803 Productive

Users Preparation:
We create 2 diferent users and profiles

Creates and confirm the Change Request

Handles the Service Desk Message and Creates a Change Request

Cycle overview

Create the Service Desk Message

There are 2 ways to create Service Desk Message, inside the Solution Manager,
• Directly in the Satellite System

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Change Request Management – Service Desk 

• Directly inside Solution Manager

Creating inside Solution Manager

The Service Desk Employee logon to Solution Manager and run the transaction
CRMD_ORDER.

Click in the Button “Support Message”, if you don’t have add manually in “Extra 
Settings  Specific  Push Button 3 = SLFN

This is the Main windows for create a Support Message.

For create a Support Message you need to identify some information:
• Description
• Sold­To Party
• Reported By
• Message Processor
• Ibase

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Change Request Management – Service Desk 

Then explain the situation more in detail

Save.

Acept the Support Message

The Service Desk Employee logon to Solution Manager and open the support
Message 8000000167 and put the status in “In Process”

Customer Action
The Service Desk Employee ask for more detailled information and change the
status to “Customer Action”

Requester Response
The Service Desk Employee put the response for the Requester and put the Status
to “In Process”

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Change Request Management – Service Desk 

Send to SAP
The Service Desk Employee put some description in “Information to SAP” ,change
the status to “Sent to SAP” and then select “Send Message to SAP”

Response from SAP

SAP Response the Support Message, The Service Desk Employee change the
Status to “Proposed Solution”, and select “E-mail to Message Creator(Mail)” in the
TaskList.

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Confirm Message
The Requester call to confirm that every thing is OK, the Service Desk Employee
select “Confirm Message to SAP”

Using Solution Database

Then the Service Desk Employee select “Create Solution in Database”

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Change Request Management – Service Desk 

In the Solution Database, the service Desk Employee charge the information
refered to Problem Classification and all releated to the Solution Clasification.

Confirm and Close the Message

The the Service Desk Employee close the Service Message changing the Status to
“Confirmed”

All the information Releated whit this suport Message is in “Transaction Data” tab.

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