sap solution manager 7.1 service desk instruction - customer

Ticketing_SolMan_7.1_Customer_EN© ERPsourcing AG, CH-8304 Wallisellen 7. Juli 2015 Seite 1 von 25

SAP Solution Manager 7.1Service Desk Instruction - Customer

document nr. 433 version 1.0

classification PUBLIC status approved

author Ruth Hanno period of validity(years) 3

Last modifications Isabelle Wildi valid until 27.4.2018

responsiblemanager

Urs Ehrbar

approved at 07.08.2013 approved by Urs Ehrbar

summary


Table of content

1 Information 3

1.1 History of document 3

1.2 Distribution list 3

2 Introduction 4

2.1 Purpose of the document 4

3 SAP Solution Manager 7.1 Service Desk 4

3.1 Login 4

3.2 Incident Management Overview 5

3.3 Message overview 6

3.4 New Message 7

3.4.1 Create support message / Problem description 8

3.4.2 Create Support message / Add attachments 9

3.4.3 Send new created message 11

3.4.4 Review/Modification of new created message 12

3.5 Watch list 14

3.6 Messages – detailed view 15

3.7 Navigation area and links 16

3.8 Manage Substitutes 17

3.9 Personalize 21

3.9.1 Personalize overview page 21

3.9.2 Personalize Messages page 22

3.10 Data export 25


1 Information

1.1 History of document

Version Date Description / Amendment Author

1.0 07.08.2013 Created Ruth Hanno

1.1 12.12.2013 Adjustments Ruth Hanno

1.2 28.01.2014 Adjustments Ruth Hanno

1.2 27.04.2015 New layout Roger Bührer

1.2 07.07.2015 Adjustments Isabelle Wildi

1.2 Distribution list

Document is intended for

Customer SAP Solution Manager 7.1 Service Desk


2 Introduction

2.1 Purpose of the document

The following documentation contains an instruction for end users of the SAP Solution Manager 7.1 Service Desk.

The purpose of this documentation is to give the end users an overview about functionality , navigation options and handling of the Service Desk in SAP Solution Manager.

The procedure is designed that the end user is guided through, starting with the login.

The focus of this instruction is the handling of the Incident Management with administration of support messages.

3 SAP Solution Manager 7.1 Service Desk

3.1 Login

Go to URL https://servicedesk.erpsourcing.ch.

Enter username and password and choose Login.

The following chapter shows an overview of the Incident Management.


3.2 Incident Management Overview

In this view, the messages are listed by status:

Confirmed: Already solved and closed messages. ERPsourcing AG has the possibility to reopen con-firmed messages, but only within 30 days. After 30 days, messages will be set to closed automatically.

Sent to Support: Open messages or messages which have been sent back to the processor after an inquiry (information req. to Customer) or a proposed solution.

In Process: Messages which are assigned to a processor.

Information Req. To Customer: The processor has a question or information for the customer. Cus-tomer has to read and answer the question if necessary.

Proposed Solution: Messages which have been solved and needs to be confirmed or sent back.

Closed: Solved and closed messages. These messages cannot be opened. This status will be set automatically, if the status is confirmed more than 30 days.

All: View of all created messages.

By clicking on the particular link you can see a list of these messages.

In the menu section, on the left side under overview, there are several navigation options to choose.

By clicking on Messages, you can open the message overview. See the following chapter Message overview 3.3


3.3 Message overview

This view displays all messages listed one below the other.

There are several details as

Priority – Text, ID, Description, User Status, date etc. To customize these columns see chapter Per-sonalize Messages page 3.9.2

By clicking on the row (message marked in orange) you can see at the bottom, below the Details of Incident <XXXXXXXX>, more details, inclusive description.

In the header, there are the following filter options:

View choose (If there has been created another view than Standard View.)

Show (for example Reported by me)

Status of the message (for example Sent to support)

With the button Export you can export the list into an Excel file. See chapter 3.10

With the button New you can create a new Message. See following chapter 3.4.


3.4 New Message

To open a new support-message, choose New Message on the left side below Common Tasks or choose New on the right side, next to the filter function.


3.4.1 Create support message / Problem description

VAR = Value added reseller

1. Below the title there is the Assigned Business Partner (Reporter) and description for the busi-ness partner to identify the person.

2. Under System Information fill in the affected System and Client. If it is not a SAP problem fill in the productive system.

3. In the description tab fill in the Priority (using selection function) and the category (selection function). In the category, fill in level 1, that means the appropriate Service Team (old de-partment). If you cannot assign a problem you have to choose the category Various. In the field Description fill in a short significant text. In the field Details describe the problem/request in details.

4. In the upper section the new created message can be send and activated by using the Button Send. --> This message will remain in the cycle of incident management until the reporter confirms (close) the message. By clicking the button Clear the content will be deleted.

The tab Attachments allows you to attach files. See chapter 3.4.2


3.4.2 Create Support message / Add attachments

In the tab Attachments you can attach a file by clicking Add. The following window appears:

By selecting Browse (Durchsuchen/Add) you can select the desired file in the file directory under Win-dows. See next picture.


Choose file and add it by click on open.

It is not possible to choose more than one file. If you want to add more than one file you have to go back and use the button add again.

Click on OK to add the attachment.

With Cancel you get back to tab Attachments, without adding the file.


3.4.3 Send new created message

With the button Send, the message will be created and a detailed view of this created message ap-pears. For more detailed information see chapter 3.6. In this view the message can be checked and processed. For more detailed information see next chapter 3.4.4.

The new created message is now visible in the overview, under Sent to Support.


For review and modification you can display the new message under Sent to Support. By clicking on the link you get to the messages. See following chapter 3.4.4.

3.4.4 Review/Modification of new created message


In the overview list, the first message is marked. This shows the last created support message. Below the list (detail section) there are several buttons to modify the message.

Reply --> opens a text window to respond. For messages with status Information Req. to cus-tomer you can add more information. If the ticket has the status Proposed Solution and you disagree, you can send back the message by choosing Reply. To Send the message click on Send Reply.

Add attachment --> Attach files, see section 3.4.2.

Confirm/Close --> opens a window to confirm/close the message. If the processor has solved the problem/request, he sets the status to Proposed Solution. You will receive an e-mail that your problem/request is solved (proposed solution). If you agree with the solution click on confirm and then Yes. You cannot open a confirmed message. Only ERPsourcing can open a confirmed message within 30 days. After 30 days, messages will be set to closed automatical-ly. These messages cannot be openend again.

PDF Print View --> shows the print view of the message Add to Watch List --> adds the marked message to the Watch List (see section 3.5).


3.5 Watch list

If you choose the button Add to Watch List, the message is visible on the overview page.

The marked message has been added to the watch list. You can change to detail view by clicking on the ID (Number) or Text message (blue highlighted text)

With the button Refresh, list will be refreshed. With the button Delete you can remove marked mes-sages from the Watch List.


3.6 Messages – detailed view

In the detailed view of a message, there are standard buttons, as described in chapter 3.4.4. In addi-tion you have all information for the message. The appropriate link (blue highlighted text) refers to additional information e.g. detailed information of customer (reporter). See following picture.


3.7 Navigation area and links

In the navigation area, there are further possibilities to navigate within the Incident Management or toreach external sites (Portals), by clicking the appropriate link.

With Search for SAP Notes, you can search for notes, but you have to login with your S-User.

With Manage Substitutes, manage your absence, see chapter 3.8.

With Fast Display Message you can search for a specific message (Transaction ID = message num-ber) or SAP Message Number.

Under Related Links you can access directly to SAP xSearch (SAP Service Marketplace knowledge base), SAP Support Portal and SAP Help Portal.


3.8 Manage Substitutes

Choose Manage Substitutes to add a deputy during your absence.

If you want to display messages from other employees (in your view), you can add a person under Manage Substitutes.

Choose Business Partner :

Search a person by adding name or click on Start Search. (all available persons will appear). Click on OK.


Choose a person and confirm with OK.


Fill in the required End Date and click on Add. Person is now visible in the list. Click on Save.

Close window.


In the overview, the person is now visible.


3.9 Personalize

3.9.1 Personalize overview page

Choose Personalize to personalize the overview page.

In the window below you have the following options:

Refresh Interval: Determine in which time, page should be refreshed.

Display Messages with the following status: Choose the tickets which should be visible on the overview page. (Not completed, completed or all).


3.9.2 Personalize Messages page

The page Messages can be modified by choosing Settings.

Under Column Selection you can add or remove any columns.

It is recommend to add the following columns:

ID = Message (Ticket) number

Description = Title (brief description)

Priority – Text = Priority

User Status = Status

Created On = Creation Date

Changed On = Date of change

Contact Person = Customer

Service Employee Group = Resolver group (Department)

Person Responsible = Processor (If empty, message is not assigned yet)

Under Display you can change the displayed rows. In additon, the design can be changed.


Important

To make the changes active, save the view. Otherwise changes will not be visible after next login.

Click on Save as…

Fill in any description. If you choose Initial View, the created view will be visible instead of the stand-ardview.


After the view has been successfully saved, select the button OK.

Now the view is visible. You can change to standard view any time

Under Settings, change or delete the view.


3.10 Data export

By choosing Export you can export the displayed list.

You can add or remove any columns, see settings in chapter 3.9.2.

sap solution manager 7.1 service desk instruction - customer

Documents