SAP'com Redesign Project Overview

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Solution Database
Karlheinz Hofmann SAP Österreich GmbH
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Solution Database Business Scenario
Symptoms
Search results List of symptoms
Creating notification

• Starting solution data base
• Searching for symptoms
• and/or solutions
• Text search
• Criteria search(catalog, object)

Solutions
Search results List of solutions

• Attributes(codes)
• Key term
• Text strings

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Use in Various Applications
...
Human resources
Solution database
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Solution Database for Notification Processing
Quality notification
Solution Database
Search engine
Database
Corpus
Symptom
Symptom
CorpusCompiler
Action box
Solution
Solution
Data transfer to notification
Hitlist
Symptoms
Solutions
Tasks
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Search Request Procedure (Overview)
Enter a problem description (can also be key word)
Call up solution database using the action box in
the notification
Hitlist of symptoms is displayed
Processor of notification
Choose symptom
Display solutions for symptom selected
Symptoms
Display tasks for solutions selected
Solutions
Copy tasks into the quality notification
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Creating a Quality Notification
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Search for Symptoms
Catalogs / codes
Details of symptom
Reference objects
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Displaying and Selecting Symptoms
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Displaying and Selecting Solutions
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Displaying and Selecting Tasks
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Support Line Feedback
Einsatz des Support Line Feedback in der
Bundesrechenzentrum GmbH Implementierung und
Erfahrungen
MMag. Claudia Ringel
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VCC Projekt
Anforderungen

• gemeinsame Wissensplattform

• Wissen strukturiert ablegen

• Abwicklung von Entwicklungsanträgen

Solution Database
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Einfaches Anlegen einer Meldung
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Einfaches Anlegen einer Meldung
Senden
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Systemdaten
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Durchgängige Dokumentation
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Lösungsdatenbank
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SAP Support Desk in Detail Support Delivery
Solution Support
End User
SAP Service Marketplace
SAP Solution Manager
mySAP Workplace
Notes DatabaseService ProductsBest Practices DB
SAP Support
Customer
SAP