Solution Manager 7 2 Service Desk

Creating an incident from within sap solution manager technical monitoring scenario for example and sending it to an external service desk.

Solution manager 7 2 service desk. Sap solution manager 7 2 sps 11 is out now. From january 1st 2018 onward only sap solution manager 7 2 or sps 2 will be compliant with pcoe requirements. The mainstream maintenance for sap solution manager 7 1 will end on december 31st 2017. This wiki is hosted and maintained by the sap product support team working in sv smg sup components.

Sap crm 7 0 it service management. Step 8 in case there is no solution that matches the description service desk support forwards the incident to the 2 nd level support. Solution master data service desk xt extended license customers who want to use standard service desk in sap solution manager to perform application incident management for non sap related applications need to extend their software license. Sap fiori apps 1 0 for sap solution manager sp10 has been released too both are now generally available for all customers and partners.

These scenario s could also send data back so it could become bi directional. Since we were pretty familiar with the itsm scenario we had an unfair advantage. The it service management and change management processes have been enhanced with many new functionalities. Sap solution manager middleware sap po for example external service desk.

This section gives an overview about the concept of sap solution manager s service request management service request fulfillment representing a part of the it service management platform. The functionality available is the same as in the standard service desk. We also list the time it took for us to perform each activity. This wiki has the aim to help you in troubleshooting issues you may have during the configuration and use of the it service management scenario.

To see what the feature packed release of sap solution manager 7 2 sp11 holds on for you take a look at the highlights blog and sp11 what s new presentation. They can check solution database to find any similar issues. As they say your mileage may vary. Customers can apply to participate in the ramp up program to get the early version of sap solution manager 7 2.

7 1 requestsystemguid 7 1 1 description. Sap solution manager 7 2 is available since december 2015 for restricted shipment. The results are based on sap solution manager 7 2 sp04 however later support packages should also be similar. The attribute types starting with the prefix sap are reserved for the use of the sap solution manager service desk.

Within solution manager 7 2 all features that were possible within the 7 1 release are still available. The sap solution manager service desk will use this parameter to provide the information for the sap component involved system id etc. Step 7 first level support team can see if the issue has occurred before. Therefore this version will no longer meet requirements for pcoe certification after this date.