End User Training Guide for Support Message

Contents
Support Message Creation ……………………………………………………………………………………….…...2
View Support messages raised till 19.02.2019.………………………………………….…………………...3
View Support messages raised after 19.02.2019.…………………………………..….…………………...4
Reply/Modify Support Message …………………………………..…………………………………………….….7
Status of Support Message in ‘Proposed Solution’…………………………………..………………….….9

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Support Message Creation
There is no change in Support Message creation process. Users can raise Support message
from ESS and ECC R/3. From ESS users can create Support message by clicking the link
“Create Support Message” available under “Support Desk” tab.

From ECC SAP R/3 Users can create Support Message from Menu “Help-> create Support
Message”

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View the status of support Messages
There are two category of Support messages raised by users, Support message raised till 19.02.2019
(Support Message-OLD) and Support Messages after 19.02.2019.

Users can only view the Summary list of Support Message (incident) raised by them till 19.02.2019 in
SAP ECC using T-code Zhelpdeskold or click the link View “Support message-OLD” in ESS.

Steps to view Support messages raised till 19.02.2019 are given below.
1) Execute ZHEPDESKOLD T-code from SAP ECC or click the link View Support message-OLD in ESS
under Support Desk Tab.

It will display the list of Support notification number with description and status. Users can approach
Site IT for detailed information of old notifications i.e., before 19.02.2019.

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Steps to view Support messages raised after 19.02.2019 are given below.
2) Execute “ZHELPDESK” T-code from SAP ECC or click view “View Support message” link in ESS
under Support Desk Tab.

It will display open (default) message raised by user on browser as shown below.

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If user wants to view all message, user needs to select the status open and close.

To See details of individual message user need to click on support message number and details will
be shown under Text Log as shown below.

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Reply/modify to Support Message.
If ERP Core Team requires additional information to process the support message, then message is set
to Customer Action status. When this status is set, requestor of Support Message gets an email also
he /she can find this support message in the home screen assignment block “My Messages- Action
Required By Me”

Open the support message to view remark/input required by ERP Core Team.

To Supply the required input/remarks, user need to click on Edit button available top line tool bar.
After providing the input, user need to Click on “Save and Reply” button to open the Send Reply dialog
box. Provide the requested information and click on Send Reply.

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User can see that the remarks are saved and the status of the support message automatically changes
from “Customer Action” to “In Process”.

Status of ticket in ‘Proposed Solution

When ERP Core Team resolves the issue, he/she set the status of the Support message to “Proposed
Solution”. The requester gets an automatic email notification regarding the same and this ticket can
also be found in the assignment block “My Messages- Action Required By Me”.
Click to open the support message number to review the solution.

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If the requester is not satisfied with the solution, then he/she needs to click “Edit” button and can
click on the “Save and Reply” tab to send the appropriate information to the Processor. In this case
the status of the ticket is automatically set to “In Process” as described earlier.

If the issue is correctly resolved, then the requester needs to click “Edit” button and click on the
“Confirm” button to close the message.

A pop-up dialog box appears to let the requester verify whether he/she wishes to close the ticket.
Click “Yes”.

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The ticket is now set to “Confirmed” and is no longer editable.

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