The SAP Solution Manager - Service Center is used for 2 main purposes:

• To perform Incident and Problem Management
• To manage SAP Support Messages

You also have the the option to integrate SAP Solution Manager Service Desk with 3rd party help desks products, for e.g. external message processing by an outside support provider (Outbound) or to process service messages initiated in another help desk system.

Incident & Problem Management (ITIL)

• Central Support Message Management:
• Create support messages directly from any transaction
• Automatic capture of data of the system in which the support message was created:
• Installation number Installed software components Operating system Transaction Screen number
• Automatic assignment of support message to support level
• Central message processing in SAP Solution Manager:
• Display customer data, problem description, priority, attached documents, Service Level Agreements (SLA)
• Assign processor
• Create notes and messages to the reporter and other processors
• Forward message to other processor or support units
• Create documents and URLs
• Attach documents
• Assign and monitor status
• Create a worklist by selection
• Find and import
• SAP notes search for SAP notes in SAP Service Marketplace
• Import SAP notes with SAP Notes Assistant
• Automatic corrections in ABAP source code
• Adjust changes to previously imported Support Packages
• Display all SAP notes which have been imported by the SAP Notes Assistant
• Internal solution database
• You can search your internal solution database for problem solutions..

SAP Support Messages

If you can neither process a support message yourself, nor find a solution for it in SAP notes or in your solution database, you can forward the incident or problem to SAP support. You can than monitor the procedure and the status. When you have sent the message to SAP, you can open your system for SAP Support from the message.

3rd Party Integration

You can use this process if your support organization is e.g. divided into several levels. Your SAP experts support SAP applications in the SAP Solution Manager Service Desk. Use an external service desk from a third-party supplier to support non-SAP applications, e.g. general IT problem messages.