Support Desk UI ...

[zbynek_kabrt3]

Hello,

I have a few questions related with Solution Manager. We implemented Solman Support Desk on customer system but end users are not satisfied with UI. We provided standard SAP transactions (for example NOTIF_CREATE, S_SMC_47000002, S_SMC_47000003, ...) on the portal but users complain the transactions are too user-unfriendly.

Does exist any package containing some more simple web applications for working with Support Desk (for example WebDynpro)?

And second question ... Is any posibility how to send email notifications automatically after change of Support Desk Notification status?

Thank you in advance for every reply!

Best regards,

Zbynek

[former_member209604 · Accepted solution]

Hi Zbynek,

The new user-friendly interface for endusers are available with already shipped SAP Solution Manager 7.0 Support Package Stacks.

Search for "Work Center". It's already covered in the configuration guide (transaction SPRO) and in several presentations in [rkt-solman|http://www.service.sap.com/rkt-solman] and on in SAP Support Portal at [solutionmanager|http://www.service.sap.com/solutionmanager].

Work Center "Incident Management" is relevant one for you.

You can allow your users a web access to the reported incidents. Users can check the status, provide further information.

There is a SAP Note available, which explains how to setup an email at status change.

Best regards,

Ruediger Stoecker

[Former Member]

Hi Zbynek,

did you try the transaction NOTIF_CREATE_BSP?

regards,

Jason

[Valdecir]

Hi Jason,

I think the best way is to use the menu Help -> Create support message ( or just double-click the SAP logo in the SAPGui ).

This will present a small form with just a few fields to be filled ( SW component , Short Text, Priority and Description ).

SW component is automatically filled with the SW component related to the current screen the user is creating the message ( very usefull when creating messages directly form satelitte systems as it also collects all information available from the current screen, like user, transaction, time, screen number, program name and so on ).

For this to work from the satellite systems, you will need to configure an RFC connection form the satellite back to solution manager and also configure table BCOS_CUST .

Regards,

Valdecir

[Former Member]

We did not try with end users, but to create issue messages, instrad of NOTIF_CREATE we go to SOLAR01, and specific folder and create "issue message" which is same as "NOTIF_CREATE" , to run report, we have given shortcuts for the transactions. .

Not sure if above suggested things are allowed from Portal access.

Yes, we can configure CRM procedure to send automatic e-mail nofication update when service desk ticket is changed and status is changed. There is a note for this with sim attached and you may find that in this fourms. But, Its not entirely helpful , but good place to start...

Regards,

Krishna