When you are working as a service provider (VAR) you have to configure Solution Manager Service Desk to handle Support Service Messages. You have to find a solution to handle this messages twentyfourseven. Even if you are working from 08:00 in the morning to 16:00 in the evening someone else have to take care of the Support Messages you receive in the nights and weekends.The solution is to specify business hours for your organization. In the document "Configure Service Desk for VAR - SAP Solution Manager 7.0 EhP1 ST 400" you'll find out how to do this:
Here is a description of how to specify business hours:
1. Go to transaction BP
2. Select Business Partner type "Organization"
2. Select Business Partner type "Organization"
3. Choose the "Organization" you want to set business hours for and then go to "Control"
4. Switch to change-mode
5. Press button "Calling Hours" and do the selection fitted to your organization.
6. And finaly press "Copy" - "Save"
