SAP Solution Manager Service Desk
In this article, would like to discribe detail steps to create a Service Deck incident and follow up ITSM Incident if needed.
What is a Service Desk request?
A Service Desk Request is defined according to ITIL as a request from a user for:
- Standard Change
- Access to an IT Service
Process Objective: The “Service Desk and Incident Management” process aims to restore IT Services to their defined Service Levels as quickly as possible the process is also responsible for receiving and processing Service Requests, for assisting users, and for coordinating the Incident Resolution with SAP Basis Support Team.
Service Desk is used in several SAP Solution Manager capabilities, wherever a message flow-based resolution process is to be established. It is integrated into Test Management, Business Process Operations, Project Blueprint, Change Request Management, and Technical Alerting.
Service Request Message Scenario Types
When the reporter is creating new Service Request Message
New—> it goes to In Process –> Proposed solution–> Closed
New–> In Process –> Requester Action –> In Process –> Proposed solution –> Closed
If the Support team cannot resolve and it require additional help from the Prod support team to work on the Incident and follow ITSM route/process.
New–> In Process –> Requester Action –> In Process –> Forward to RFC –> Incident.
Launch Fiori URL or use t-code /n/ui2/flp
Enter your user credentials
Under Service Desk Requester – Select Create Incident
Create Service Desk Incident
Priority Level – High
Provide the Description for example: Refresh the Production data in Pre-Prod environment.
Select the Priority – Medium/High/Low
Provide description – For Example: SAP System Refresh Pre Pod with Production Data
New is the status
High is priority
Title: DB Refresh from Prod
Description: Refresh the Production data in Pre-Prod environment
Service desk incident is created.
Once the incident is created Incident details are sent to the requester over email and assigned to support team.
As per the flow the chart, incase needed follow up ITSM Incident needs to be created. –> This totally depends on the business agreements and company policies.
How to create follow up ITSM Incident:-
ITSM Link à Service Desk Requester à Incident Management Tile
Go to Service Desk Requester and Incident Management
Search with Incidents
In my case 9000000006 service desk incident (one created above) does not need a follow up ITSM. I had to look for a test incident.
Status of Service desk incident should be into Forwarded RFC to create a follow up ITSM ticket
Make sure Status is set as “Forwarded to RFC” before creating a Follow-Up Incident.
From Service desk Incident to a Follow up Incident – Description and Attachments will carry forward automatically
Follow up ITSM Incident is created.
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