SERVICE DESK CONFIGURATION

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Service Desk

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SUMMARY
This article explains how to configure and activate the Service Desk. AUTHOR: K.VENKATA RAMU. COMPANY: Willsys Infosystems Pvt. Ltd., CREATED ON: th 17 March 2012.

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SERVICE DESK It is used to generate the support messages from the satellite systems to solution manager. It is also referred as Helpdesk system, Ticketing system, Issue Management System It provides a feasibility to create a Message/Ticket from the satellite systems which can be monitored in Solution Manager (It is similar to a call handling system) Ensure that an RFC is defined from Satellite to Solman in SM59 with S_RFC and S_RFCACL Authorization Objects Activate Service Desk BC (Business Configuration) SET (by default it is activated) in TCODE SCPR20 alternatively use TCODE SPRO

Specify the BC Set Name and click on Activate Button

it will prompt for a change request

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Specify the Description and click on save Button

Click onok Execute the Transaction Code SM59

Create a new RFC with type 3

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Create the SERVICEDESK RFC Connection from NBI to SOL System

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Execute the transaction Code SM30

Specify the Table Name BCOS_CUST and click on maintain

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Click on ok

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Specify OSS_MSG and the RFC Name (SERVICEDESK) click on save Button

Click on ok

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Goto Any Transaction and Navigate to Help Create Support Message

Specify the Error Message and click on send option

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Click on ok Monitoring the Messages: Execute Transaction Code DSWP Operations Service Desk Transaction Monitor or perform the following: TCode S_SMC_47000017 or CRM_DNO_Monitor transaction is used to monitor the messages.

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Select the Message to display If the message could not resolved we can search in market place

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Related Content:
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Willsys Infosystems will not be held liable for any damages caused by using or misusing the information, code or methods suggested in this document, and anyone using these methods does so at his/her own risk. Willsys Infosystems offers no guarantees and assumes no responsibility or liability of any type with respect to the content of this technical article or code sample, including any liability resulting from incompatibility between the content within this document and the materials and services offered by Willsys Infosystems. You agree that you will not hold, or seek to hold, Willsys Infosystems responsible or liable with respect to the content of this document.

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