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Domus L1 Service Desk Process: Presenting Basic Functionalities of SAP Solution Manager 7.1

This document provides instructions for creating and logging a new incident in SAP Solution Manager 7.1. It outlines populating the incident form by entering mandatory fields like description and reporter, as well as processing data like status and priority. It also describes selecting relevant category fields, subject, and location. Finally, it notes that attachments can be uploaded and the incident saved, which notifies the end user and automatically forwards the incident to the L2 team.

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Anil Kumar
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129 views

Domus L1 Service Desk Process: Presenting Basic Functionalities of SAP Solution Manager 7.1

This document provides instructions for creating and logging a new incident in SAP Solution Manager 7.1. It outlines populating the incident form by entering mandatory fields like description and reporter, as well as processing data like status and priority. It also describes selecting relevant category fields, subject, and location. Finally, it notes that attachments can be uploaded and the incident saved, which notifies the end user and automatically forwards the incident to the L2 team.

Uploaded by

Anil Kumar
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
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DOMUS L1 SERVICE DESK

PROCESS
Presenting basic functionalities of
SAP solution manager 7.1

Work Instructions
Create a new incident
Log into Solution Manager & launch the IT Service
Management Web interface
Click on the incident link

Populate the Incident- Based on info given by End User


Enter the mandatory fields of General Data
Description
Reported by

Enter the fields of Processing Data


Status
Priority

Select the component (IBASE Component)


Select the Category Fields

Category 1
Category 2
Category 3
Category 4

Select the Subject based on the Request

Enter the Text Log with long Description of Incident


Specify the Message Attributes with relevant SAP
component
Specify the Location Field
Platform
Site

Click on the Attachment tab and upload the


received mail and any other relevant documents.
Save the incident & an email notification will be
sent to the End User to confirm that the reported
incident has been logged.
Click on Actions > Automatic Forwarding of
Messages, so this is forwarded to L2 team

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