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Service Desk (enhanced) ( RELNSV_SMG_400_SERVDESK )
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Short text
Service Desk (enhanced)
Use
The following functions are available for the service desk in SAP Solution Manager Release 4.0 and later:
- You can connect an external service desk to the Solution Manager service desk, to provide different tools for the different levels of your support organizations. You can , for example, use an external provider's service desk for general IT trouble tickets, and the Solution Manager service desk to manage solutions for SAP application issues.
- You can open your system for SAP Support with the button Actions -> Open System for SAP.
- You can call the Solution Manager Diagnostics function for system analysis from within a message, with the button Actions -> Call Solution Manager Diagnostics.
Effects on Data Transfer
SAP Solution Manager provides an interface that you can use to connect external, third-party service desks. This interface enables bi-directional support messages between the Solution Manager service desk and an external service desk.
Effects on System Administration
Effects on Customizing
To connect an external service desk to the Solution Manager service desk, perform the following IMG activties:
Further Information
A technical description of the interface for external service desk integration is available in the SAP Service Marketplace under www.service.sap.com/solutionmanager → Media Library → Technical Papers.
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This documentation is copyright by SAP AG.
Length: 2570 Date: 20240604 Time: 034831 sap01-206 ( 40 ms )
