This is really a quick tip that I’m posting more for me, but which I thought I’d share with the rest of the community.
If you are using the Service Desk functionality of Solution Manager, you may know that it is possible to create support requests right from your satelite SAP system.
What I will explain here is particularly useful if you are using SAP Solution Manager, but it could also be applied to SAP CRM. Solution Manager offers a very powerful functionality in that which is Service Desk. However I think that you are missing an important aspect of it if you do not set up automatic email notification. What is the point of logging a priority 1 service request if you have to wait for a support consultant to log on to the service desk and see what messages have been created? The same courtesy is expected of customers – they also need to be pro-active if they want you to fix their problems. In this post I shall discuss the setups that are required to trigger the sending of emails to your customers, whenever the status requests for the customer to act on it.
The details herein contained in this post relate to the solution manager VAR scenario – i.e your organisation acts as a service desk for your SAP customers. Whilst some of the concepts explained here might be of use to a CRM consultant, they are first and foremost destined for Solution Manager consultants setting up their system to track and monitor SLA (Service Level Agreement) response and resolution times (which would probably also apply to an internal support desk as well). This document is merely an extension to the excellent guide that you can find on the SAP service Marketplace called “SAP Solution Manager – Service Desk for Service Providers” – an S number is required to access this resource. This document explains in great detail what you need to do to setup SLA’s in the context of the VAR scenario, but I find that there is a piece missing in it – the setting up of the actual contract and its determination is not explained, nor does it offer advice on how or where this information can be tracked – so my document is the missing link for that.