SAP Solution Manager 7.2 · IT Service Management (ITSM)

How does tiered support escalate a message across Levels 1 to 3?

  • L1 — receive end-user messages, basic processing, dispatch to L2 (password/how-to/training; power/super user).
  • L2 — multi-user issues, deeper technical work (short dumps/performance/config/break-fix/outage).
  • L3 — SAP Digital Business Services; SAP-related bugs forwarded directly within the message.

All activity is recorded in SolMan.

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