INTERNAL
Document Version: Draft – 2018-11-01
© 2018 SAP SE or an SAP affiliate company. All rights reserved.
IT Service Management
THE BEST RUN
Content
1
IT Service Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
2
IT Service Management Launchpad Group. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
3
IT Service Management Concepts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
3.1
Message Types in IT Service Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
3.2
Scenarios in IT Service Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10
3.3
Roles in IT Service Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
4
Processes in IT Service Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
4.1
Incident Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
4.2
Problem Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
4.3
Service Request Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
4.4
Service Orders and Service Catalogs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
4.5
Processing Operations Tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
4.6
Processing Knowledge Articles. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .23
4.7
Processing Surveys. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .25
5
Functions in IT Service Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
5.1
Using the Inbox. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .27
5.2
SAP Jam Feeds and SAP Jam Groups. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
5.3
Bulletin Board. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
5.4
Subscription. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
5.5
Ranking. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
5.6
Rule Policies. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .32
5.7
Creating Templates for Messages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
5.8
Time Recording. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
5.9
Checklists. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
5.10
Using Workflow Tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
5.11
Substitution. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
5.12
Actions in IT Service Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
Working with Actions in IT Service Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Actions for Incident Messages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
6
Assignment Blocks in IT Service Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
6.1
Texts and Text Templates. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
6.2
Solution Documentation Assignment Block. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .49
Using Scopes for Assigning Solution Documentation Elements. . . . . . . . . . . . . . . . . . . . . . . . . 50
2
INTERNAL
IT Service Management
Content
6.3
SAP Collaboration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
6.4
External Help Desk. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
6.5
SAP Notes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
6.6
Reference Objects. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
6.7
Related Sources. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
6.8
Processing Log. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
6.9
Related Projects. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
7
Working with IT Service Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
7.1
Using the WebClient UI. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Using the Search Function in the WebClient UI. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
IT News. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
My Messages Widget. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Including Custom Fields in the WebClient UI. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
7.2
Creating Messages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
Creating Incident Messages as an End User. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
Creating Incident Messages as a Dispatcher or Processor. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
Creating Service Requests as an End User. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Creating Service Requests as a Dispatcher or Processor. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
Ordering Services from the Service Catalog as an End User. . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
Creating Problem Messages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
Creating Messages in Other Applications. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Creating Support Messages with NOTIF_CREATE. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
7.3
Finding a Message. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
7.4
Dispatching a Message to a Processor. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
7.5
Processing Messages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
Processing Messages as End User. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
Processing Messages as a Processor. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
Displaying Message Information. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
Processing Service Orders as a Processor. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
Copy Transactions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78
Follow-Up Transactions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
Recording Working Time. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
Calculating Service Times. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
7.6
Forwarding Messages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
7.7
Communicating with External Help Desks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
7.8
Providing Solutions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
Sending E-Mails. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .88
Creating Partner Notes on SAP Support Portal. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
7.9
Replying to Solution Proposals or Questions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
7.10
Confirming Solutions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .91
7.11
Incident Management Work Center. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92
IT Service Management
Content
INTERNAL
3
8
Reporting in IT Service Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93
9
External Help Desk Integration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .95
9.1
Processes for External Help Desks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95
10
Getting Technical Support from Expert Chat. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
11
Configuration and Administration of IT Service Management. . . . . . . . . . . . . . . . . . . . . . . . . 99
11.1
Configuration of IT Service Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .100
Configuration with SAP Solution Manager Configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101
11.2
Master Data. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
Installed Base. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
Configuring Business Partners. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106
Creating Users and Business Partners Automatically. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109
Generating Business Partners and Users for IT Service Providers. . . . . . . . . . . . . . . . . . . . . . . 112
11.3
Service Operations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112
11.4
Configuring Single Sign-On in SAP Solution Manager of Partner. . . . . . . . . . . . . . . . . . . . . . . . . . . 114
11.5
Forwarding Incidents to SAP Outside Business Hours (IT Service Providers). . . . . . . . . . . . . . . . . . 116
11.6
Archiving. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .117
11.7
OData Service for Incident Creation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118
4
INTERNAL
IT Service Management
Content
1
IT Service Management
Use
This process provides central message management and processing. With its integration of SAP Customer
Relationship Management (SAP CRM), IT Service Management allows you to contact all parties involved in a
message. These include all users of the system landscape or your company's solutions, such as employees,
customers, consultants, or support staff.
If your IT system landscape also contains SAP solutions, then customer SAP experts and SAP Service &
Support staff can also communicate using IT Service Management.
With IT Service Management, you can connect to an external help desk, set up service connections, and access
SAP Service & Support.
● IT Service Management
With the generic IT Service Management solution, you report incidents and problems, create service
requests, and get help to find solutions.
You can create messages directly from an SAP transaction. IT Service Management gathers all relevant
system information, which considerably speeds up the process of providing the solution.
● Change Request Management
Change Request Management manages SAP Solution Manager projects (maintenance, implementation,
template, and upgrade) from end to end.
● Interface for the help desk of a third party provider
You can connect an external help desk to your SAP Solution Manager system, for example, to continue
using existing help desks or to use other SAP Solution Manager service desks as external help desks.
 Note
You can use IT Service Management for all your solutions, including non-SAP applications.
● Global Service & Support Backbone
The SAP Global Service & Support Backbone integrates SAP Solution Manager, SAP Support Portal, and
the SAP service infrastructure. Integration includes access to support processes and tools, which both
SAP support staff and SAP partners can access.
You use wizards to set up service connections to SAP for the managed systems in your solution. You open a
service connection for a specified period so that a member of the SAP support staff can log on to your
system and provide support directly.
Integration
IT Service Management is based on the integration of SAP CRM IT service management in SAP Solution
Manager.
 Note
For SAP Solution Manager 7.1 and higher, you should create and edit messages using only the WebClient UI.
IT Service Management
IT Service Management
INTERNAL
5
For more information about message processing in the SAP GUI, see the SAP Solution Manager
documentation for earlier releases at https://help.sap.com/viewer/p/SAP_Solution_Manager.
More Information
● Working with IT Service Management [page 57]
●
● For the IT Service Management functions and settings in SAP Customer Relationship Management, see
http://help.sap.com/crm
Service Request Management
<Release SAP CRM 7.0 or higher>
Application Help
Service
IT Service Management
● External Help Desk Integration [page 95]
●
6
INTERNAL
IT Service Management
IT Service Management
2
IT Service Management Launchpad Group
Use
This launchpad group is the central access point for all the information and functions for central message
management and processing.
It consists of different tiles, in which you report incidents and problems, create service requests, and get help to
find solutions.
Features
The group consists of the following tiles displayed by default:
Tile
Description
Requester - IT Service
You can report incidents or create service requests. You can view
Creating Incident Mes­
messages which you have created and process those for which your
sages as an End User
action is required.
[page 64]
Management
More Information
Creating Service Re­
quests as an End User
[page 66]
Dispatcher - IT Service
You can view your appointments, open tasks, and workflow tasks.
Dispatching a Message to
Management
You can view and dispatch messages.
a Processor [page 72]
Professional - IT Service
You can view your appointments, open tasks, and workflow tasks.
Processing Messages
Management
You can view and process messages.
[page 73]
Call Center Agent - IT
You can use SAP CRM Interaction Center functions.
Creating Messages in
Service Management
Other Applications [page
69]
Create Incident
You can create an incident.
Creating Incident Mes­
sages as an End User
[page 64]
My Incidents
You can view incidents you have created and process those that
need your attention.
IT Service Management
IT Service Management Launchpad Group
INTERNAL
7
Tile
Description
More Information
Resolve and Dispatch
With this SAP Fiori app, you can perform the initial processing of
Incidents - IT Service
SAP Solution Manager IT Service Management incidents.
Management
Incident and Problem
This dashboard provides a view on incidents and problems.
Reporting in IT Service
Dashboard
Management [page 93]
Incident and Change
This dashboard provides a “cross-topic” view on incidents, prob­
Reporting in IT Service
Dashboard
lems, and change requests.
Management [page 93]
The following tiles are not displayed by default:
Tile
Description
More Information
This dashboard provides reporting for the service order transaction
Reporting in IT Service
type in the Request to Fulfill process.
Management [page 93]
Service Request
This dashboard provides reporting for the service request transac­
Reporting in IT Service
Dashboard
tion type in the Request to Fulfill process.
Management [page 93]
Incident Dashboard
This dashboard provides reporting for IT support managers and IT
Reporting in IT Service
support staff.
Management [page 93]
Incident Trace – ITSM
This dashboard provides a lifecycle trace report of IT Service Man­
Reporting in IT Service
Lifecycle Report
agement transactions.
Management [page 93]
Applications
Service Order Dashboard
Configuration and Settings
Configuration - IT Service
You can access SAP Solution Manager Configuration (transaction
Management
SOLMAN_SETUP) in which you configure IT Service Management.
Configuration - Analytics
You can use the dashboard builder to configure your reporting dash­ Reporting in IT Service
and Dashboards
boards.
8
INTERNAL
Management [page 93]
IT Service Management
IT Service Management Launchpad Group
3
IT Service Management Concepts
This section contains background information about the entities that are used in IT Service Management.
3.1
Message Types in IT Service Management
Definition
Depending on the transaction type, messages contain different kinds of information. For most transaction
types, templates can be configured.
Message
Message is the collective term for the IT service management transaction types.
Incident
An incident is an event that is not part of the standard operation of a service, and that impairs the quality of
that service.
Business transaction that captures this information.
Problem
A problem is a usually unknown cause of one or more incidents.
Business transaction that captures this information.
Processors use problems to group a number of incident messages to detect their common cause.
Service request
In a service request, a user requests a specified service, for example, resetting a password or moving hardware.
Business transaction that captures this information.
Service order
Users issue service orders to order several items or services from a service catalog.
Knowledge article
Processors create knowledge articles to provide information about a subject, usually about resolving incidents.
Operations task
Operations tasks are used to manage recurring tasks.
IT Service Management
IT Service Management Concepts
INTERNAL
9
More Information
For more information about the processes that relate to the transaction types in IT Service Management, see
Processes in IT Service Management [page 13].
For more information about configuring transaction types for IT Service Management, see SAP Solution
Manager Configuration, IT Service Management scenario, step
Perform Standard Configuration
Maintain
Transaction Types .
For more information about transaction types in SAP Customer Relationship Management, see the SAP Library
for SAP Customer Relationship Management in the SAP Help Portal, under http://help.sap.com/crm
<current release>
3.2
Application Help
<language>
Basic Functions
Business Transaction
Scenarios in IT Service Management
Concept
IT Service Management is used in SAP Solution Manager in various scenarios, depending on how a customer
sets up the support for applications and which applications are affected by a message.
Standard Scenario
The customer has their own competence center, which provides support for SAP applications. The customer
can set up various support levels, for example, first-level, second-level, and third-level support. The support
team then uses SAP Solution Manager for message processing.
If the experts at the customer's cannot resolve an issue with an SAP application, they forward the message to
SAP Active Global Support for processing.
IT Service Provider Scenario
The customer has a maintenance contract with an SAP partner, who usually also supplied the SAP solution.
The IT service provider is typically responsible for first-level and second-level customer support, and therefore
manages many SAP customer numbers.
The customer reports an incident in the SAP Solution Manager system of the IT service provider or logs on to
the partner's SAP Solution Manager with SAP Support Portal s-user.
If the IT service provider staff cannot resolve the incident, they can forward it to SAP.
In this scenario, you can configure automatic message forwarding. For example, messages with very high
priority that are received outside of the IT service provider's service hours are forwarded automatically to SAP
Support, or responses to messages that the IT service provider sent to SAP are automatically sent back to the
customer. For more information, see Forwarding Incidents to SAP Outside Business Hours (IT Service
Providers) [page 116].
For more information about automatic message forwarding, see SAP Note 1318787
.
In Customizing for SAP Solution Manager, see
10
INTERNAL
SAP Partner
and SAP Note 1798126
Service Provider .
IT Service Management
IT Service Management Concepts
For information about license data, see .
Software Partner Scenario
For various special areas, SAP software partners offer their own products as solution enhancements, which are
sold by SAP. Software partners act as third-level support, directly behind SAP Support in the support chain.
Alternatively, depending on the product, they can provide all support levels.
The customer support reports their incidents in SAP Support Portal or in IT Service Management in SAP
Solution Manager. SAP Support decides how to process the incident depending on its application component.
If the incident message is sent because of a problem with a software partner application, the message is either
forwarded to the software partner after initial processing or sent to the partner directly.
Software partners can create partner notes in SAP Support Portal.
Customers and partners can also exchange messages directly between their help desks, for example, using IT
Service Management in SAP Solution Manager or external help desks.
In Customizing for SAP Solution Manager, see
SAP Partner
Software Partner .
More Information
Creating Partner Notes on SAP Support Portal [page 89]
Forwarding Messages [page 82]
Communicating with External Help Desks [page 95]
3.3
Roles in IT Service Management
Use
You can perform different tasks depending on your role and authorizations.
SAP delivers the roles as templates. Adjust the roles according to the division of work and tasks in your support
organization. The tasks may differ from those in your company.
For more information about the roles and their authorizations in IT Service Management, see the Security
Guide for IT Service Management on SAP Help Portal at https://help.sap.com/viewer/p/
SAP_Solution_Manager
<current release>
Security
Application-Specific Security Guide
Change
Control and IT Service Management Scenarios .
Process
Business Partner Roles in IT Service Management
IT Service Management
IT Service Management Concepts
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11
Reporter
Reporters are sometimes also called message reporters, business users, reported-by users, end user, or key
users.
The person who reports incidents.
Dispatcher
The employee who is in charge of creating an incident message, if end users report incidents by telephone or
similar. Dispatchers also forwards incidents to processors and can confirm solved incidents.
Processor
The employee who is in charge of processing the incidents.
Administrator
The employee who configures IT Service Management and configures the specific scenarios.
In addition, the administrator sets up the required information, for example, in the Master Data and Service
Operations views.
For more information, see Configuration and Administration of IT Service Management [page 99].
Support Team
The organizational unit that is in charge of processing the messages.
Sold-To Party
The owner of a managed object. In most cases, the sold-to party is the company or organization that
purchased the managed object, for example, a technical system or host.
Single Point of Contact
The person who remains responsible for the complete lifecycle of an incident, regardless of the support team
or organization to which the message is forwarded. You assign the single point of contact (SPOC) role before
forwarding the message.
In Customizing, you can also specify that the first processor to receive the message automatically receives the
SPOC role. In addition, the SPOC can confirm the message at the end of processing, for example, if the reporter
contacted support by phone.
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IT Service Management Concepts
4
Processes in IT Service Management
Use
Depending on the information you want to forward, you can create messages of different transaction types, for
example, you report an incident or request a service. IT Service Management provides standard process flows
for processing transaction types.
More Information
For more information about how to process messages, see Working with IT Service Management [page 57].
4.1
Incident Management
Use
You use incident management to resolve incidents that are reported, for example, by end users, key users, or a
monitoring service. Alternatively, processors may report incidents on behalf of end users.
Features
Structure of an Incident and an Incident for Software Partners
Incidents and incidents for software partners consist of the header details, which are organized in individual
groups, and additional assignment blocks. You can customize which assignment blocks are displayed
according to your requirements.
Header Level
In the header details, you specify the general data that is valid for the entire incident. This includes, for
example, the following data:
● General Data, for example, the following:
○ Description: Title of the incident
○ Support Team and Message Processor: If configured, when you enter data in one of these fields, the
system suggests suitable values for the other. If this function is configured, only use the Details
assignment block to enter support team and processor, that is, do not use the Business Partner
assignment block.
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● Processing Data, for example, the following:
○ Status: To change the status, enter the new status and save the incident. The selection of the status
depends on the configuration of your system. Ask your system administrator which status to select for
which action.
○ Substatus: A reason for a specific status
○ Impact and Urgency: To calculate the recommended priority
○ Priority: To overwrite the recommended priority
● Dates: To enter specific dates for processing the incident.
● Category: To categorize the incident using multi-level categories. Depending on the category, the system
can execute some actions automatically.
Solution Category: The processor categorizes the cause for an incident.
● Relationships: To relate the incident to other messages, for example, the following:
○ Related Problem: To enter a problem that relates to the incident, or use Find Related Problem to assign
related problems. After creating problems as follow-up transactions from incidents, the problem is
displayed here.
○ Related Knowledge Article: To assign an answer for an incident for future reference
● Reference Objects: To specify the object that is affected by the incident
Service Product: The assigned service product is displayed. If configured, the service level also depends on
the service product that the service request is based on.
Assignment Blocks
In the assignment blocks, you specify additional data, for example:
In the Text assignment block, the reporter and the processors exchange information regarding the incident. For
more information, see Texts and Text Templates [page 47].
Structure of an Incident for IT Service Providers
An incident for an IT service provider consists of the header details, which are organized in individual groups,
and additional assignment blocks. You can customize which assignment blocks are displayed according to your
requirements.
Header Level
In the header details, you specify the general data that is valid for the entire incident. This includes, for
example, the following data:
● General Data: The title and the users who process the incident
● Processing Data: The status and the priority are displayed
● Dates: The creation and change dates are displayed
● SAP Data: Details of the incident that is replicated to SAP
● Data Protection and Security: To indicate whether data protection restrictions apply.
Assignment Blocks
In the assignment blocks, you specify additional data, for example:
In the SAP Collaboration assignment block, you work with SAP Support to find solutions for incidents. For more
information, see SAP Collaboration [page 51].
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Activities
The reporter can perform the following actions:
● Create an incident message
● Display their own messages and monitor their status
● Answer a processor query
● Confirm the solution
The dispatcher can perform the following actions:
● Create a message if incidents are reported either by telephone or in other ways
● Forward a message to a processor
● Confirm completed messages
The processor can perform various actions, including the following:
● Report incidents from several inbound channels
● Prioritize and categorize the incident using multi-level categorization
● Search for a solution, for example in SAP Notes, knowledge articles, or related messages and define
custom searches based on various incident attributes
● Search for and assign related problems
● Assign reference objects that are involved in an incident, such as a production system
● Automatically complete information about the incident
● Forward or dispatch the incident to another processor or other organizational units such as second-level
support, in addition, configure automatic forwarding of incidents
● Forward SAP-related incidents to SAP Support
● Create follow-up transactions, such as a problem, to bundle incident processing
● Notify the reporter, for example, by e-mail
● Calculate SLA times
Once the reporter of the incident message has confirmed the solution, the processor can perform the following
actions:
● Create a knowledge article to provide the information to their colleagues
● Create a change request
● Create an issue or trigger a root cause analysis
● Record the time that was spent on finding the solution
● Close the incident message
More Information
For more information about detailed workflows for incident processing, see Working with IT Service
Management [page 57].
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4.2
Problem Management
Use
Problem management processes include investigating disruptions to be able to provide solutions and fixes,
and, therefore, prevent disruptive events from reoccurring. Problem management aims at preventing incidents
from happening and minimizing the impact of incidents that cannot be prevented. Processors identify
problems as being the root cause of one or more incidents.
Problem messages contain all the information that relates to a disruptive event. If several incidents have been
reported for the same problem, the incidents can be assigned to the problem. Processors can also create
problem messages separately, without any reference to incidents, to prevent disruptive cases. The problem
message can be linked to the incident messages to monitor the processing progress. You can forward the
problems to SAP support or create follow-up transactions.
Features
Structure of a Problem
A problem consists of the header details, which are organized in individual groups, and additional assignment
blocks. You can customize which assignment blocks are displayed according to your requirements.
Header Level
In the header details, you specify the general data that is valid for the entire problem. This includes, for
example, the following data:
● General Data, for example, the following:
○ Description: Title of the problem
○ Support Team and Message Processor to assign the team or individual processor that should process
the problem.
● Processing Data, for example, the following:
○ Status: To change the status, enter the new status and save the problem. The selection of the status
depends on the configuration of your system. Ask your system administrator which status to select for
which action.
○ Substatus: A reason for a specific status
○ Impact and Urgency: To calculate the recommended priority
○ Priority: To overwrite the recommended priority
● Dates: The creation and change date; specify by when the problem should be solved.
● Category: To categorize the problem using multi-level categories. Depending on the category, the system
can execute some actions automatically.
Solution Category: The processor categorizes the cause for a problem.
● Relationships: To relate the problem to other messages, for example, the following:
○ Related Knowledge Article: To assign an answer for a problem, for future reference
● Reference Objects: To specify the object that is affected by the problem
Assignment Blocks
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In the assignment blocks, you specify additional data, for example:
In the Related Incidents assignment block, the incidents are displayed that are connected to the problem.
Activities
You perform the following tasks to support this process:
1. A processor creates a problem message and can assign it to incidents.
2. The processors process the problem message. While processing the problem message, the processor can
perform various activities to provide a solution.
3. When the problem is solved, the problem message is confirmed.
4. The processors can process the related incident messages.
Creating Problems as Follow-up Transactions From Incidents
If a processor cannot find a solution to an incident message, they can create a problem message as a follow-up
transaction. The relevant data from the incident message, such as the business partner, description, priority, or
category, is copied to the problem message.
After saving the problem message, the system shows the problem message as a related problem in the
incident message in the Transaction History and Details assignment blocks, in the Relationships screen area.
The system locks the incident messages for further processing because the processor is looking for solutions
to the problem.
Assigning Problems to Incidents
You assign an existing problem message to an incident message as follows:
1. Choose an incident message to which you want to assign a problem message.
2. Choose Edit to switch to edit mode for the incident message.
3. You have the following options to assign the problem message:
○ To set the system to show problem messages that are not yet closed but that are in the appropriate
category, choose
More
Find Related Problems .
○ To choose a problem message manually or use the search function, in the Details assignment block,
choose
Relationships
Related Problem .
You can also search for a problem first and assign it afterwards. To do this, choose
Management
Search
IT Service
Problems .
4. Save your entries.
4.3
Service Request Management
Use
Using service request management and service request fulfillment, you can manage predefined IT services that
are used regularly within the organization, such as resetting a password or assigning new equipment. Usually,
IT Service Management
Processes in IT Service Management
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17
this type of service request is handled by the service management team and does not require a request for
change to be submitted.
Depending on the category assigned, the service request types have specific input fields, to gather the
information that is required to complete a specific service request. Therefore, there is no need for direct
communication between the processor and the person requesting the service. In addition, you can create
instructions on how to provide a specific service
As an end user, you create a service request to request a specified service.
Each service request has a person that is responsible for processing it. A service request can be split into tasks
that can be assigned to several processors in various departments.
Structure of a Service Request (in Processor UI)
A service request consists of the header details, which are organized in individual groups, and additional
assignment blocks. You can customize which assignment blocks are displayed according to your requirements.
Header Level
In the header details, you specify the general data that is valid for the entire service request. This includes, for
example, the following data:
● General Data, for example, the following:
○ Description: Title of the service request
○ Support Team and Message Processor: If configured, when you enter data in one of these fields, the
system suggests suitable values for the other. If this function is configured, only use the Details
assignment block to enter support team and processor, that is, do not use the Business Partner
assignment block.
● Processing Data, for example, the following:
○ Status: To change the status, enter the new status and save the service request. The selection of the
status depends on the configuration of your system. Ask your system administrator which status to
select for which action.
○ Substatus: A reason for a specific status
○ Impact and Urgency: Calculate the recommended priority
○ Priority: To overwrite the recommended priority
● Dates: To enter specific dates for processing the incident
● Category: To categorize the service request using multi-level categories. Depending on the category, the
system can execute some actions automatically.
Solution Category: The processor categorizes the cause for a service request.
● Relationships: To relate the service request to other messages, for example, the following:
○ Related Problem: To enter a problem that relates to the service request, or use Find Related Problem to
assign related problems. After creating problems as follow-up transactions, the problem is displayed
here.
○ Related Knowledge Article: To assign a solution for a service request for future reference
● Reference Objects: To specify the object that the service request relates to.
Service Product: The assigned service product is displayed. If configured, the service level also depends on
the service product that the service request is based on.
Assignment Blocks
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Processes in IT Service Management
In the assignment blocks, you specify additional data, for example:
● In the Guided Procedures assignment block, the related guided procedures for processing the service
request are displayed.
● In the Service Level Agreement assignment block, the service level times are configured.
Prerequisites
Service request management is configured in SAP Solution Manager Configuration, in the IT Service
Management scenario,
Perform Optional Configuration
Configure Service Catalog and Request
step.
Process
Overall process
1. The end user creates a service request.
Alternatively, a processor can create a service request on behalf of a user.
2. The processors process the service request by using one of following options:
○ Checklists
Use the Checklist assignment block to process service requests. The tasks are displayed on the home
screen, under Workflow Tasks.
○ Guided procedures
Use the Guided Procedure assignment block to process service requests, document the tasks, and
record the efforts. The guided procedure tasks are displayed on the home screen.
○ Assigning processors
Processors can be assigned to a service request either manually or automatically using a predefined
set of rules.
3. The processors mark the tasks as completed.
4. The service requestor confirms that the service has been provided.
Processes for the Individual Business Roles
The reporter can perform the following actions:
● Create a service request for a specified service
● Display their own service requests and monitor their status
● Answer a processor query
● Confirm the solution
The reporter can also report the message by telephone, e-mail, or in other ways. A dispatcher or processor
creates such messages and performs other actions in the system for the reporter.
The dispatcher can perform the following actions:
● Create a message if service requests are reported either by telephone or in other ways
● Forward a message to a processor
● Confirm completed messages
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Processes in IT Service Management
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The processors responsible for the service request can then perform the following actions:
● Receive service request
● Prioritize and categorize the service request
● Find a solution
● Process the service request
● Send an e-mail for the service request to the reporter
● Forward the service request to other support teams or SAP support
● Propose a solution to the reporter
More Information
Creating Service Requests as an End User [page 66]
Creating Service Requests as a Dispatcher or Processor [page 67]
Checklists [page 36]
Workflow Tasks [page 38]
For more information, see the SAP Library for SAP Customer Relationship Management in the SAP Help Portal,
under http://help.sap.com/crm
<current release>
Application Help
Service
Service Request
Management .
4.4
Service Orders and Service Catalogs
Use
The service catalog extends service request management to model and publish IT services in a catalog. Service
designers create service components to define complex services and organize them in the service catalog.
Service orders are assigned to item categories that determine how the service orders will be processed. For
example, upon approval, the system creates a service request.
The service catalog is the interface from which end users order their services. That is, using the service order
process, users create service orders from the service catalog.
Service Catalog and Service Request Fulfillment
Users order services from the service catalog. The system triggers the service fulfillment process in service
request management that are assigned to the responsible support team or processors. To process the service
orders, processors use service requests that provide, for example, guided procedures or operations tasks.
In addition, processors can schedule guided procedures to process operations tasks that must be repeated
regularly.
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Processes in IT Service Management
Integration
To process service orders, IT Service Management uses the service request transaction type.
Prerequisites
The service catalog is configured in SAP Solution Manager Configuration, in the IT Service Management
scenario,
Perform Optional Configuration
Configure Service Catalog and Request
step.
Features
Features
Using service request management when processing service orders, you can do the following:
● Involve different processors
● Prepare procedures that processors can execute regularly or when ordered
● Create follow-up service requests
● Record efforts
● Document the execution of the procedure in detail
Structure of a Service Order
A service order consists of the header details, which are organized in individual groups, and additional
assignment blocks. You can customize which assignment blocks are displayed according to your requirements.
Header Level
In the header details, you specify the general data that is valid for the entire service order. This includes, for
example, the following data:
● General Data: The title and the creator of a service order
● Notes: The description or comments that are relevant for the task
● Processing Data: For example, the priority and the status
● Dates: The requested start and end dates
Assignment Blocks
In the assignment blocks, you specify additional data, for example:
The Items assignment block lists the actions that belong to the service order.
Service Catalog
As a processor, you can configure the service catalog as follows:
● Create service products that are displayed in the service catalog for ordering.
● Mark services as top services. They appear at the top of the list.
● Mark services as directly orderable from the service catalog. As a follow-up transaction, a service request
is created.
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● Temporarily remove an item from the service catalog by setting its user status to Locked.
As an end-user, in the service catalog, you can do the following:
● From the service catalog home screen, order services.
● From the service catalog home screen, display all service orders and service requests that you created and
check their processing status.
● Use the category of a service product to filter and sort the service catalog.
Example
Service request management for the New Employee service:
● The service catalog contains several service components, for example, New Employee.
● An end user orders a service component from the service catalog by creating a service order. The service
order can contain a questionnaire to provide more information, such as what software the new employee
requires.
● The New Employee service component contains products from several categories, for example, hardware
(Material product category), or notebook setup (Service product category).
● For the notebook setup, the system creates service requests for service fulfillment, for example, for
installing the software.
● A service request contains operations tasks (SMOT transaction type). Operations tasks are automatically
created based on a guided procedure that is related to the service request. Examples of operations tasks
are installing the operating system, installing special software, and setting up the workstation.
More Information
● Ordering Services from the Service Catalog as an End User [page 67]
● Processing Service Orders as a Processor [page 76]
● Processing Operations Tasks [page 22]
4.5
Processing Operations Tasks
Use
Using operations tasks, processors can manage recurring tasks in SAP Solution Manager.
Integration
The operations task (transaction type SMOT) is based on the service request transaction type.
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Processors can create operations tasks as follows:
● In the SAP Solution Manager Technical Administration launchpad group, in the IT Task Management view,
the IT Task Planning screen lists guided procedures, which can contain operations tasks.
● In SAP Solution Manager IT Service Management, the system creates operations tasks automatically as
follows: When a service request is approved, a corresponding guided procedure creates the operations
tasks. The operations task then contains a link to the corresponding guided procedure in the Details
assignment block, References screen area.
Features
Using operations tasks, processors can do the following:
● Assign operations tasks to themselves or other processors
● Provide information about how to process a task
● Schedule and follow up work items
● Record effort
● Confirm completion of tasks
Structure of an Operations Task
An operations task consists of the header details, which are organized in individual groups, and additional
assignment blocks. You can customize which assignment blocks are displayed according to your requirements.
Header Level
In the header details, you specify the general data that is valid for the entire operations task. This includes, for
example, the following data:
● General Data: The title and all the information that defines the task
● Notes: The description or comments that are relevant for the task
● References: The processor information and the type of message that relates to the task
More Information
For more information about using operations tasks in guided procedures, see Service Orders and Service
Catalogs [page 20].
For more information about task management within Technical Administration, see .
4.6
Processing Knowledge Articles
Use
In a knowledge article, you provide information about a subject, usually about resolving incidents.
IT Service Management
Processes in IT Service Management
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23
Structure of a Knowledge Article
A knowledge article consists of the header details, which are organized in individual groups, and additional
assignment blocks. You can customize which assignment blocks are displayed according to your requirements.
Header Level
In the header details, you specify the general data that is valid for the entire knowledge article. This includes,
for example, the following data:
● General Data: The title, the language, and key words describing the knowledge article.
● Notes: The type of knowledge you want to share and enter the description.
● Subject: The category the knowledge article refers to.
Assignment Blocks
You enter processing data in the Administration assignment block.
Process
As a processor, you use knowledge articles to do the following:
● Search knowledge articles to find solutions for incidents
● Search in messages for knowledge articles and preview them to help decide which is most appropriate.
The preview depends on your configuration of SAP Solution Manager.
For more information, see the SAP Solution Manager Configuration (transaction SOLMAN_SETUP), IT
Service Management scenario, in the Perform Standard Configuration
the Enable Business Functions for ITSM activity.
Configure Manually
step, in
● Create a knowledge article to provide a solution, if a knowledge article does not already exist for the
solution.
 Note
As software partner, you can publish notes in SAP Support Portal.
For more information, see Creating Partner Notes on SAP Support Portal [page 89].
● Assign knowledge articles to messages to give the reporter and processors information for resolving the
incident.
● Display knowledge articles
Depending on authorization and settings, the reporter opens the knowledge article or the system shows
the knowledge article information in a message.
As a reporter, you can display knowledge information in an incident.
If configured in PPF action SMIN_STD_ADD_KA_ATTACHMENT, mobile devices display the knowledge articles as
attachments to the incident if knowledge articles are assigned to an incident with the Proposed Solution or
Customer Action statuses.
Creating knowledge articles
1. In the navigation bar, choose Create Knowledge Article .
The Knowledge Article dialog box opens.
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Processes in IT Service Management
2. Enter the knowledge article information.
3. To make the knowledge article available in the system, set the status to Published.
Assigning knowledge articles to messages
You can assign knowledge articles to messages in several ways:
Navigation path in the message
Function
Suggests knowledge articles, independent of the data in the
More
Find Knowledge Article
Links
Related Knowledge Articles
message.
Opens the search help to find a knowledge article and show
the preview.
Opens the search help to find a knowledge article and show
Related Knowledge Article
ID
Search Help
Related Knowledge Article
Suggest Knowledge Article
the preview.
Suggests knowledge articles, regardless of the data in the
message.
More Information
For more information about creating knowledge articles and knowledge article templates, see the SAP Library
for SAP Customer Relationship Management in the SAP Help Portal, at http://help.sap.com/crm
<Release SAP CRM 7.0 or higher>
4.7
Application Help
Master Data
Knowledge Article .
Processing Surveys
Use
Surveys are questionnaires that summarize how well reporters feel their messages have been processed.
Prerequisites
● Survey templates are defined and assigned to multilevel categories in the configuration. You can assign
one question catalog to each category.
● Optional: In the configuration, you can specify how often a reporter receives a survey. For example, you can
set the system to only send a survey if a reporter has not been sent another survey in the last two weeks.
● SAP Note 1842704
IT Service Management
Processes in IT Service Management
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25
Process
1. A reporter confirms a message.
2. The system sends an e-mail to the reporter and asks them to complete a survey to rate the message
processing.
3. The reporter completes the survey.
4. The system collects and summarizes the responses.
5. IT support staff analyze the survey results.
Creating Surveys
To create surveys, in IT Service Management, choose
Service Operations
Survey .
Analyzing Surveys
You analyze the survey results in the survey suite.
To open the survey suite, do one of the following:
● Start transaction CRM_SURVEY_SUITE.
● In Customizing for Customer Relationship Management, choose
CRM Cross-Application Components
Survey Suite .
More Information
For more information, see the SAP Library for SAP Customer Relationship Management in the SAP Help Portal,
under http://help.sap.com/crm
Functions
26
<Release SAP CRM 7.0 or higher>
Application Help
Basic
Survey Tool .
INTERNAL
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Processes in IT Service Management
5
Functions in IT Service Management
Use
IT Service Management contains a range of integrated functions.
Some functions are available in several IT Service Management processes.
Features
You use functions to improve message processing.
5.1
Using the Inbox
Use
The inbox displays e-mails that are sent to and from IT Service Management. You can also search for and
display the transaction types that are used in IT Service Management, for example, incidents.
From the hierarchy view, you can see the dependencies between e-mails and their follow-up transactions. In
the table view, you can sort and filter the listed items.
Prerequisites
To set up and configure the inbox:
● In SAP Solution Manager Configuration, in the IT Service Management scenario,
Perform Standard
Configuration Configure Manually step, Enable Business Functions for ITSM activity, you activated the
CRM_IC_INBOX and CRM_IC_INBOX_2 switches.
● In SAP Solution Manager Configuration, in the IT Service Management scenario, you configured the
Configure Inbox step.
Features
● As an administrator, use rule policies to configure the inbox behavior, such as creating incidents or
changing the status.
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Functions in IT Service Management
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27
The rule policies are mapped to the service in the service manager profile.
● Dispatchers and processors can do the following:
○ Search for and display e-mails and messages
To find all transaction types, leave the Main Category empty.
○ Create an incident or a service request from an incoming e-mail
○ Reference a message from an e-mail
○ Show the follow-ups to e-mails and messages in the hierarchy view.
○ Preview the e-mail reply of a customer, including attachments, in the incident
○ As dispatcher, forward an e-mail to other teams
○ Reserve an item for processing: If the user is part of the support team, the system enters the user as
processor. Use Reset Reservation to remove the processor.
○ Reply in an incident; the system automatically replies to the reporter by e-mail
○ If configured: When changing the status in a message, the system changes the status in the inbox
automatically
○ Set an e-mail to status Complete.
Activities
Creating Incidents from E-Mails
If end users, key users, or other reporters report incidents or request services, both by e-mail and using the
WebClient UI, dispatchers and processors can use the inbox as a unified interface for incoming messages. For
processing, they can create incidents and service requests based on an e-mail.
Work Flow
1. The end user sends an e-mail to report an incident or request a service.
2. From the inbox, the dispatcher or processor creates an incident or service request.
The system copies the information from the e-mail and attaches the e-mail text to the message.
3. The dispatcher or processor adds relevant information, such as category and priority.
4. The message is processed as usual.
Configuration
Only standard inbox configuration required, see the Prerequisites section.
If configured using a rule policy, the system can automatically create incidents and service requests from emails, depending, for example, on the information in the e-mail.
Communicating by E-Mail
If end users, key users, or reporters do not have access to the IT Service Management WebClient UI,
dispatchers and processors can use the inbox to communicate with the users by e-mail only, while working in
the WebClient UI themselves.
Work Flow
1. In the inbox, a processor edits an incident and sets it to status Author Action or Solution Proposed.
2. The system creates an e-mail that informs the requestor about the status change.
3. The requestor reads the e-mail and replies to it.
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4. In the inbox, the system attaches the e-mail reply from the requestor to the incident.
If configured, the system changes the status of the incident to, for example, In Processing.
5. The incident is processed as usual.
Configuration
● Action SMIN_STD_MAIL_FORM is configured. At least, the following parameters are set:
○ MAIL_FORM_TEMPLATE
○ DEFAULT_SENDER_EMAIL
○ USE_TRACKING_ID
For more information about the action, see Actions for Incident Messages [page 42].
● Customizing activity Define User Status after E-Mail Reply has been performed.
More Information
For more information about the inbox as used in SAP Customer Relationship Management, see the SAP Library
for SAP Customer Relationship Management at http://help.sap.com/crm
Help
Business Functions for SAP Customer Relationship Management
Extensions
5.2
current release
Interaction Center
Application
IC Inbox
and IC Inbox Extensions 2.
SAP Jam Feeds and SAP Jam Groups
Use
To discuss issues and share knowledge, you can link messages to SAP Jam:
● From the SAP Jam Groups assignment block, you can create SAP Jam groups and assign them to
messages.
● The SAP Jam Feeds assignment block on the Home screen displays all your activities in SAP Jam. In a
message, the assignment block displays all activities for the message. You can post status updates from
the assignment block.
Prerequisites
The following switches are activated:
● CRM_SWI_1
● BC_SRV_STW_03
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More Information
For more information about configuring and working with SAP Jam, see the SAP Library for Customer
Relationship Management at http://help.sap.com/crm702
Functions
5.3
Application Help
<language>
Basic
Integration of SAP Jam with SAP CRM
Bulletin Board
Use
Bulletin board is a framework in which you implement an information flow that is independent of transactions
or master data.
As an administrator or processor, you can post notes concerning, for example, business partners or the
installed base, and they are inherited and displayed in all the master data and transaction types that are related
to these objects.
Prerequisites
● The CRM_ITSM_BULLETINS switch is activated.
● The bulletin board is configured in the Customizing for Customer Relationship Management.
Features
Use the Own Bulletins and Related Bulletins assignment blocks to work with bulletins.
To define the scope of a bulletin, use the validity dates, the context, and the bulletin source.
More Information
For more information about configuring and working with bulletin boards, see the SAP Library for Customer
Relationship Management at http://help.sap.com/crm703
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Information Flow
Application Help
<language>
Service
Bulletin Board .
IT Service Management
Functions in IT Service Management
5.4
Subscription
Use
As a dispatcher or processor, you can subscribe to transaction types in IT Service Management to be informed
about changes.
You use the notification framework to implement subscriptions.
Prerequisites
● The CRM_ITSM_ALERTS switch is active.
● The notification framework is configured in the Customizing for Customer Relationship Management.
Activities
Use
More
Subscribe
to subscribe to an incident.
More Information
For more information about configuring the notification framework and working with subscriptions, see the
SAP Library for Customer Relationship Management at http://help.sap.com/crm703
<language>
5.5
Service
Service Request Management
Information Flow
Application Help
Notification Framework .
Ranking
Use
Incidents and service requests can be ranked by displaying the Ranking column in the inbox and the search
result lists.
You set up the ranking calculation in a Business Add-In (BAdI) in SAP Solution Manager Configuration. You can
use static values, such as the priority of a request, and dynamic values such as the processing time. For
example, a message is ranked higher when a service request is escalated, or close to the maximal processing
time of an incident.
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 Note
The ranking is calculated when a message is created and edited, so the ranking value is not available as a
search criterion. Performance can also be influenced negatively if your BAdI implementation is complex.
Prerequisites
In SAP Solution Manager Configuration, in the IT Service Management scenario:
1. You have activated the Service Request Enhancements (CRM_ITSM) business function.
2. You have activated the sample BAdI implementation, or created a custom BAdI implementation, at
Configure Search Infrastructure
Enhance Search Usability
BAdI: Set Up Ranking Calculation .
3. You have displayed the Ranking column in the Personalize menu.
Features
● When you sort the result lists, the ranking helps you decide which messages to process next.
● You can use the CRM_SRQM_WP enhancement spot to define custom calculation rules.
More Information
For more information about ranking in SAP Customer Relationship Management, see the SAP Library for SAP
CRM at http://help.sap.com/crm
Service Request Management
5.6
<current release>
Monitoring Service Requests
Application Help
<language>
Service
Transaction Ranking
Rule Policies
Use
Rule policies invoke specified actions automatically, when their conditions are satisfied. Rule policies are a set
of rules, which are a combination of conditions and actions. Depending on the conditions, the system performs
specified actions.
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Prerequisites
● You have defined contexts in Customizing, under
Response Management
SAP Customer Relationship Management
E-Mail
Define Repository .
● Approval procedures:
○ In Customizing, under
SAP Solution Manager
Capabilities
Change Request Management
Transactions Approvals Define Approval Settings , you have specified whether the system is to
determine the approval procedure by the rule modeler or by default.
○ You have created two rules for approval management. For more information, see the Customizing
documentation, under
Transactions
SAP Solution Manager
Approvals
Capabilities
Change Request Management
Create Approval Procedure Rules .
● If you want to use the rule policy to dispatch requests for change or service requests, to the appropriate
persons, you have assigned the dispatching service manager profile to the transaction types, under
Customer Relationship Management
Transactions
Additional Settings
SAP
Assign Dispatching Rule
Profiles to Transaction Types .
Features
● You can define rules for processing service requests or requests for change, which specify who performs
which processing step, in which order.
● In Change Request Management, you can specify rules for approval procedures.
● You can display and edit rule policies in the WebClient UI, under Service Operations
the search screen, if you choose a context, the related rule polices are displayed:
Rule Policies . In
○ “Approval Management” displays the rule policies for approval procedures in change request
management.
○ “Service Request Management” displays the IT Service Management rule policies.
○ “Checklist Determination” displays the rule policies for checklists.
● You can use rule policies to specify which checklists are used, and which processors the system assigns to
the checklist steps. For more information, see Checklists [page 36].
● If you choose More Dispatch in a request for change or a service request, the system finds the next
available service team, according to the rule policies.
More Information
For information on the prerequisites for using rule policies, and how to create, edit and enhance rule policies,
see SAP Help Portal for SAP CRM (http://help.sap.com/crm) and search for “Rule Modeler”.
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5.7
Creating Templates for Messages
Prerequisites
The system is configured.
Context
If you often create messages with the same data in your projects, you can create templates containing this
data. This minimizes the time required to create a message.
 Note
Message templates, like messages, are based on business transactions. The settings of a message
template match those of the underlying message.
You can create templates for the following transaction types:
● Incident
● Service request
● Service Order
● Problem
● Knowledge Article
Procedure
1. Choose the template type you want to create in the WebClient UI navigation bar, under IT Service
Management.
On the following screen, you can search for existing templates or create a new template.
2. Choose New and select a transaction type.
The system displays an empty message input screen.
3. Enter the data that you want in the template.
4. To add processing information to the template, in the assignment block Details, under Relationships,
choose a transaction, such as a problem or a knowledge article. The transaction is linked to all messages
that you create from this template.
5. Give your template a name.
6. Save your entries.
You can use the template to create messages. You can later modify or invalidate the template.
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Results
You have created a template for messages. You can now display it in the search for message templates and use
it to create messages.
5.8
Time Recording
Use
You can record the effort (the time spent on each message, IT requirement, or change document) that you
process as an employee or have already processed and confirmed.
You can specify your own activity types for effort recording.
You can analyze the effort in reporting.
Prerequisites
For the following functions, you must configure scenario-specific settings in SAP Solution Manager
configuration:
● You want to use your own activity types for effort recording.
● You want to be reminded about effort recording automatically when you save a message.
For more information, see Customizing for SAP Solution Manager, under
Capabilities (Optional)
IT Service Management
SAP Solution Manager
Time Recording .
Features
You can record any number of times in a message and change them at any time.
 Note
If you have an employee role in SAP Solution Manager, you can only display and change times that you
recorded yourself.
If you have an administration role, you can also display all the times recorded by other processors and
record times for another person.
For more information, see the security guide for IT Service Management on SAP Help Portal at https://
help.sap.com/viewer/p/SAP_Solution_Manager
Specific Security Guide
IT Service Management
Functions in IT Service Management
<current release>
Security
Application-
Change Control and IT Service Management Scenarios .
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35
You can record the time you spent on a change transaction or IT requirement. If your project is integrated with
SAP Portfolio and Project Management, the data is also transferred to the corresponding SAP Portfolio and
Project Management project task.
More Information
Recording Working Time [page 80]
5.9
Checklists
Use
You manage tasks for service requests, change transactions, and IT requirements from the Checklist
assignment block.
You can create tasks for each category of service request or change transaction.
You can create workflow tasks so that the system can notify the processor.
The system shows the processors any tasks that are assigned to them in various service requests, change
transactions, or IT requirements on their start page. If a support team is assigned, all members of the support
team see the task.
If configured, use decision-based checklists to be able to adapt the workflow.
Prerequisites
● You have configured the Customizing for checklists, including decision-based checklists, under
Customer Relationship Management Transactions Basic Settings Checklist Settings .
You can also enter the mandatory Customizing for using checklists in the following scenarios as follows:
○ For IT Service Management, under
Management
SAP Solution Manager
Capabilities (Optional)
IT Service
Checklists .
○ For Change Request Management, under
Control Management
Transactions
○ For Requirements Management, under
Requirements Management
SAP Solution Manager
Capabilities (Optional)
Change
Checklists
SAP Solution Manager
Transactions
Capabilities (Optional)
Checklists
● You have created rules for transactions, categories, and partner determination under
Service Operations
Rules .
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● You have personalized your display to show the Checklist assignment block.
Features
● The system shows all tasks required to process a service request, change transaction, or IT requirement.
● You can specify which tasks can be performed at the same time and which must be performed
consecutively. You can display the sequence graphically by choosing Display Process Flow.
● A support team member or support team can be assigned as partner.
● When a task is confirmed, the system releases the subsequent tasks.
● You can create further tasks to process a service request, change transaction, or IT requirement. You can
add these tasks to a service request, change transaction, or IT requirement and assign them to a
processor.
Activities
● Set the tasks to in process and confirm them.
● Open Check list step: Details to display any processing information specified in the configuration of the
SAP Solution Manager.
● Specify deadlines and other processing information, and forward the task.
● Confirm that a task is completed by setting its status to Completed.
● If configured: Process the steps based on decisions you take that trigger different actions.
More Information
● Processing Service Requests [page 17]
● Using Workflow Tasks [page 38]
● For more information about configuring checklists, in the How to Guide Service Request Management, see
section Setup of Service Request Fulfillment, as referenced from the SAP Solution Manager Configuration,
IT Service Management scenario under
Request
Perform Optional Configuration
Configure Service Catalog and
Configure Service Request Management .
● For more information about checklists in SAP Customer Relationship Management, see the SAP Library for
SAP Customer Relationship Management at http://help.sap.com/crm
Application Help
Service
IT Service Management
Functions in IT Service Management
Service Request Management
<current release>
Processing Service Requests
Checklist
INTERNAL
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5.10 Using Workflow Tasks
Use
A workflow task can contain all the information required for processing. In Workflow Tasks, the system notifies
support staff that they are the processor of a particular workflow task.
Prerequisites
The system is configured for using workflow tasks.
If using workflow tasks for processing check lists, using check list is configured.
Features
The information required to process a workflow task, is displayed, and can be expanded.
Activities
● Forward the workflow task to another processor.
● Add attachments and notes.
● Confirm that you have completed a workflow task by going to the service request with Execute and setting
the status of the workflow task to Completed.
More Information
Processing Service Requests [page 17]
Checklists [page 36]
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5.11
Substitution
Use
As an end user or processor, you can assign substitutes as follows:
● Assign a colleague as your substitute, for example, when you are on vacation or on a business trip.
● Assign yourself as a substitute for one or more colleagues, for example, when they are on sick leave.
On the Home screen, in the My Messages screen area, the substitute can see all the messages (incidents,
service requests, requests for change, and change documents) for the colleagues that they substitute. For
example, messages assigned to, or reported by, the colleagues are displayed.
Prerequisites
● You are authorized to assign substitutes.
● You and your substitutes belong to the same organizational unit.
● For Change Request Management, the following additional prerequisites apply:
○ You have activated the enhanced approval procedure functions in Customizing under
Manager
Capabilities
Change Request Management
Transactions
Approvals
SAP Solution
Activate
Enhanced Approval Procedure Functions .
○ You are authorized to approve and reject approval steps.
● You have taken SAP Note 1256661
into account.
Features
● Manage substitutes from the My Messages screen area.
● In requests for change, you can assign substitutes by choosing
More
Manage Substitutes .
● Display and edit messages for the substitutes.
● The substitution relationships are also displayed in the Employee screen, Relationships assignment block.
The Replaces relationship shows the business partners that the substitute replaces. Is Replaced By shows
the business partners of the substitutes.
● In Change Request Management, you can approve requests for change in which you substitute business
partners who have been assigned to approval steps.
Activities
● Assign a business partner.
● Specify the substitution period.
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● Deassign a substitute.
More Information
5.12 Actions in IT Service Management
Use
The Post-Processing Framework (PPF) provides actions that perform a defined activity in a transaction. You
create actions for each transaction type. You can reuse the methods and smart forms to create similar actions
for several transaction types.
An action consists of an action definition, which is often accompanied by a condition that specifies when the
action is executed.
Action Definitions
In an action definition, you enter all the information that is necessary for the system to execute the action.
The following processing types are available:
● Mail: The system sends an e-mail.
Configure on the Processing Types screen, in the Mail Settings screen area. Enter the smart form name,
processing class, and processing method. The smart form determines which text and which information
from the message the e-mail contains.
● Print: The system prints either part of the message or the entire message.
Configure on the Processing Types screen, in the Print Settings screen area. Enter the smart form name,
processing class, and processing method.
● Method Call: The system performs the action that is coded in the method.
To ensure that the system performs the method correctly, you can edit the method parameters.
Actions can be triggered based on the following factors:
● Conditions, such as a change in status
● User actions, such as choosing a pushbutton from the Actions menu
Actions can be executed as follows:
● Immediately after being triggered
● Next time the message is saved after the action is triggered
Conditions
A condition creates a relation between an action and other events in a message.
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The following condition types are available:
● Schedule condition
Determines whether an action is scheduled for processing. An action is, therefore, only generated if the
schedule condition is met
● Start condition
Determines when the action is executed. The action is only executed when the start condition is met.
At runtime, the system uses conditions to determine the following:
● Whether the action is displayed in the Action menu
● Whether the system performs the action, for example, based on the status or priority of the message
If there is no start or schedule condition, the action is always displayed in the Action menu.
More Information
● For more information about actions in general, see SAP Help Portal at http://help.sap.com/crm
CRM 7.0 or higher
Application Help
Basic Functions
SAP
Actions .
● For more information about actions in Change Request Management, see .
● Working with Actions in IT Service Management [page 41]
5.12.1 Working with Actions in IT Service Management
In IT Service Management, actions are optional; that is, you can use actions to enhance user experience and
facilitate working with messages or setting up workflows.
SAP delivers actions that are preconfigured but inactive in the SAP namespace (prefix S). To adapt actions to
your own business processes, you need to copy the actions to your customer namespace. You also need to
activate actions before you can use them.
The Actions menu displays all actions that are activated and for which the conditions are met. To configure the
Actions menu, use transaction Maintain Table Views (SM30) to maintain table AGS_WORK_CUSTOM.
The most important action definition settings are as follows:
● Description: Action name as displayed in the Actions menu
● Processing Time: Determines when the action is processed. The most frequently used times are:
○ Immediate Processing
○ Processing When Saving Document
● Processing Times Not Permitted: Determines processing times that are not allowed
● Sort Order for Display: Order in which the system executes the actions.
If two actions have the same number, the system executes them in alphabetical order. The most suitable
processing order depends on the action. For example, it makes more sense for TREX delta indexing or
sending notification e-mails to be toward the end.
● Schedule Automatically: Triggers the action automatically when the start condition is fulfilled
● Delete After Processing: Deletes log entry after processing the action
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● Changeable in Dialog: User can change the action from the Actions menu
● Executable in Dialog: User can execute action from the Scheduled Actions menu
● Display in Toolbox: Action is displayed in the Actions menu
● Determination Technology: If conditions apply, the most frequently used is Determination Using Conditions
that Can Be Transported
5.12.2 Actions for Incident Messages
Use
This section applies to actions in the SMIN_STD action profile.
Other action profiles might contain similar actions.
Configurable Actions
You can configure the actions listed in this section to adapt them as required.
● E-Mail to Reporter
SMIN_STD_MAIL
Use this action to send e-mails to the reporter in smart form format when saving a message.
● Send E-Mail to Message Processor
SMIN_STD_MAIL_PROCESSOR
Use this action to send e-mails to the message processor in smart form format when saving the message.
● E-Mail to Reporter at Status Change
SMIN_STD_MAIL_REPORTER
Use this action to send e-mails to the reporter in smart form format when saving the message.
Conditions: The status changes to E0003 or E0005.
● E-Mail to Reporter with Mail Form
SMIN_STD_MAIL_FORM
Use this action to send e-mails to the reporter in HTML format when saving a message with the Customer
Action or Solution Proposed status.
Edit the following processing parameters if required:
○ MAIL_FORM_TEMPLATE: enter the mail form template that should be used.
○ DEFAULT_SENDER_EMAIL: To send the e-mail from a generic e-mail account, enter a system e-mail
address, such as support@company.com. To send the e-mail from the e-mail account of the user who
is logged on to IT Service Management, leave the field empty.
○ USE_TRACKING_ID: For the system to insert an ID with which the e-mail can be linked to a message,
enter X. This parameter is only applicable if the action is used in the Inbound Inbox scenario.
○ ADD_KNOW_ART_TO_MAIL: For the system to attach a knowledge article in PDF format to the e-mail,
enter X. End users can then read knowledge articles on their mobile devices.
○ SMARTFORM, KNOW_ART_STATUS and KNOW_ART_AUTH_SCOPE: If knowledge articles are attached to
the e-mail configure the details here.
● Find Support Team Responsible by FDT Rule
SMIN_STD_FIND_PARTNER_FDT
Use this action to check which support team is responsible for processing a message.
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Edit the following processing parameters if required:
○ PARTNER_FCT: Enter the partner function with which the support team is found.
○ SMARTFORM: Enter the smart form that defines the e-mail elements.
● Find Support Team and Send E-Mail
SMIN_STD_FIND_TEAM_SEND_EMAIL
Use this action to notify the support team that a new message is assigned to the team.
Edit the following processing parameters if required:
○ PARTNER_FCT: Enter the partner function related to the support team.
○ RULE: Enter the rule that finds the support team, for example, using the related component.
○ SMARTFORM: Enter the smart form that defines the e-mail elements.
● Add Knowledge Articles
SMIN_STD_ADD_KA_ATTACHMENT
Use this action to convert related knowledge articles into the PDF format and attach them to a message.
This action is useful for end users who mainly process messages on their mobile devices. If this action is
active, knowledge articles are always attached in PDF format, regardless of whether a mobile device is
actually connected.
Conditions: Status changes to Customer Action or Proposed Solution
Edit the following processing parameters if required:
○ CRM_KNOWLEDGE_ARTICLE_NEW: Enter the smart form that defines the PDF layout.
Default: Smart form from CRM
○ KNOW_ART_STATUS: Status the knowledge article must have before it can be converted to PDF.
Default: Published
○ KNOW_ART_AUTH_SCOPE: Scope the knowledge article must have before it can be converted to PDF.
Default: Public
● Send Survey
SMIN_STD_SEND_SURVEY
This action sends a survey for the user to fill out after the user confirms the message.
● E-Mail to Message Observer
SMIN_STD_MAIL_WATCHLIST
For the Incident Management work center, use this action to add messages to the user’s watch list. The
system sends an e-mail to the user whenever the message text is changed.
Conditions: Text is added to the message.
Actions for Background Tasks
SAP delivers the actions described in this section to perform background tasks that enhance the workflow
when working with messages.
 Caution
Do not change these actions.
● Send E-Mail to Message Processor with Info from SAP
SMIN_STD_MAIL_INFO_SAP
Use this action to send an e-mail to the processor, without changing the message status. The e-mail
contains the text from the Information from SAP note.
● Print Message
SMIN_STD_PRINT
Use this action to generate a PDF version of a message.
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● Send Additional Information to SAP
SMIN_STD_ASYNCH_INFO_SAP
When collaborating with SAP: The user adds another text to the message and the incident at SAP is
updated accordingly, without changing the incident status at SAP or at the customer side.
Best Practice:
○ If an incident is currently being processed by SAP, you use this action to send more information to SAP.
○ If SAP has sent the incident back to you, you inform SAP about something without changing the
status.
Conditions: There are several schedule conditions to restrict this action to contexts where the action can
be executed.
The following processing parameter is available:
○ TEXT_ID: Text type that is used for providing the additional information to SAP
Default: Information for SAP
● Automatically Confirm Incident at SAP
SMIN_STD_CLOSE_AUTO
When collaborating with SAP: This action confirms an incident at SAP when a user confirms the
corresponding message in the customer system. There is no indication in the incident at SAP that it was
confirmed automatically.
Best Practice: Use this action as a fallback option if the user does not confirm the incident at SAP.
Conditions: Schedule conditions are set to detect incidents at SAP that have not been confirmed.
● Confirm Incident at SAP
SMIN_STD_CLOSE_SAP
When collaborating with SAP: In the SAP Collaboration assignment block, the Confirm at SAP pushbutton
is active if the incident status is Customer Action or Proposed Solution. You use this action to set the status
of the incident at SAP to Confirmed.
● Close Message in Ext. Service Desk
SMIN_STD_CLOSE_THIRD
When exchanging messages with an external service desk: You use this action to close a message
automatically in the external service desk when the status of the message is Closed.
● Send Incident to SAP
SMIN_STD_SEND_SAP
When collaborating with SAP: You use this action to send an incident to SAP. Technically, the message is
replicated as an incident at SAP and SAP is responsible for processing it. The message status in the
customer system indicates that SAP is processing the incident.
Best Practice: Use this action as the standard action for sending an incident to SAP for processing.
Conditions: Schedule conditions are set to the message statuses where processing at SAP is reasonable.
The following processing parameters are available:
○ USER_STATUS: Message status that is set after the action is executed.
● Send to External Service Desk
SMIN_STD_SEND_THIRD
When exchanging messages with an external service desk: You use this action to send a message to
another service desk that is then responsible for processing the message. Before using this action, you
configure the connection to the external service desk. SAP Solution Manager sets the status of the
message to In External Processing. The action is executed when saving the message.
● Send Solution to External Service Desk
SMIN_STD_SOL_THIRD
When exchanging messages with an external service desk: You use this action to suggest a solution for a
message at the external service desk. The solution is available in SAP Solution Manager and at the external
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service desk. The message status is set to Solution Provided and the message requester can then process
the message.
● Automatically Synchronize with Ext. Service Desk
SMIN_STD_SYNC_AUTO
When exchanging messages with an external service desk: Use this action to send the current status
information from SAP Solution Manager to the external service desk without changing the message status.
By default, the system is configured to update the message at the external service desk when saving the
message. You can trigger this action manually when the connection to the external service desk is
configured.
● Refresh in Ext. Service Desk
SMIN_STD_SYNC_THIRD
When exchanging messages with an external service desk: Use this action to send the current status
information, texts, and attachments from SAP Solution Manager to the external service desk manually.
● Update Incident with Information from SAP
SMIN_STD_UPDATE_SAP
When collaborating with SAP: Use this action to trigger an update from SAP manually when an incident is
currently being processed by SAP.
Condition: The info from SAP is saved in the message.
● Maintain SAP Logon Data
SMIN_STD_SECURE_AREA
You use this action to deposit the user name and password for your SAP Solution Manager system
securely. For example, after opening a service connection to SAP, you securely deposit the logon data for
SAP Support to log on to your system remotely. This action calls a URL that cannot be directly accessed in
the WebClient UI. To call this action in a message, in the SAP Collaboration assignment block, choose
Maintain SAP Logon Data. This button is only displayed if you are authorized to perform this action.
● Call Solution Manager Diagnostics
SMIN_STD_SMDIAG
You use this action to call the Root Cause Analysis work center in SAP Solution Manager so that you can
perform, for example, a root cause analysis for an incident. This action calls a URL that cannot be directly
accessed in the WebClient UI. To call this action in a message, in the message menu, go to
More
Root
Cause Analysis .
● Open System for SAP
SMIN_STD_SYSTEM_OPEN
You use this action to open the service connection between your SAP system and SAP. This action calls a
URL that cannot be directly accessed in the WebClient UI. To call this action in a message, in the SAP
Collaboration assignment block, choose Open System for SAP. For example, when sending an incident to
SAP, before depositing the logon data for the SAP Support, you open a service connection to SAP.
● Time Recording Call
SMIN_STD_TIME_REMIND_MANUAL
If configured, this action displays a warning when a processor saves a message and has not entered data in
the Time Recording assignment block. For more information, see the documentation of the Customizing for
SAP Solution Manager under
Capabilities (Optional)
IT Service Management
Time Recording
Set
Time Recording Reminder .
● Display SAP Action Log
SMIN_STD_ACTION_LOG
In the Incident Management work center, you use this action to view a log of the actions SAP performed to
process the incident you sent to SAP. This action calls a URL that cannot be directly accessed in the
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WebClient UI. To call this action in a message, in the SAP Collaboration assignment block, choose Display
SAP Action Log.
● Maintain Positive Call Closure (PCC) for SAP
SMIN_STD_ENTER_PCC
This action displays a link to a questionnaire that SAP provides when you close an incident at SAP. You fill
out the questionnaire (positive call closure (PCC)) to provide your feedback about how SAP Support
processed the incident. This action calls a URL that cannot be directly accessed in the WebClient UI. To call
this action, in the SAP Collaboration assignment block, choose the Perform PCC at SAP link.
● SLA Escalation (IRT)
SMIN_STD_SLA_IRT_ESC
For service level agreements, this action sends an e-mail when the initial response time (IRT) is exceeded.
● SLA Escalation (MPT)
SMIN_STD_SLA_MPT_ESC
For service level agreements, this action sends an e-mail when the maximum processing time (MPT) is
exceeded.
● Update SLA Data
SMIN_STD_SLA_UPDATE
For service level agreements, this action calculates the SLA timelines so that they can be monitored
correctly. If the status is set using an action, the SLA timelines must be calculated as the last action after
saving a message.
For more information about use cases and configuring service level agreements, in SAP Solution Manager
Configuration, in the IT Service Management scenario,
Manually
Perform Optional Configuration
Configure
step, see the Configure Service Level Agreement activity.
● Automatic Forwarding of Messages
SMIN_STD_MSG_DISPATCH
For service level agreements, when a user chooses the Dispatch pushbutton, this action forwards the
message to the support team assigned, for example, by using the multilevel categorization.
● Start Delta Compilation
SMIN_STD_SET_KB_DELTA
This action collects messages that have changed for TREX delta indexing.
More Information
For more information about the actions available in IT Service Management, see SAP Solution Manager
Customizing under
Capabilities (Optional)
IT Service Management
Define Action Profile
Change
Actions and Conditions .
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6
Assignment Blocks in IT Service
Management
Use
IT Service Management provides various assignment blocks that bundle all of the information and actions to
use a specific function in a message.
Some assignment blocks are available in several IT Service Management processes.
Features
● You use assignment blocks to handle related information.
Activities
● You specify which assignment blocks are displayed using the Personalize menu.
6.1
Texts and Text Templates
Use
You can save recurring information as personal text templates and insert it into your change transactions,
messages, and requirements at the press of a button. Recurring information could include a signature or
telephone numbers, for example. The system administrator can also create system templates with standard
texts, which are available to all staff (for example, standardized prompts to indicate which information must be
entered in a request for change, message, or requirement).
Prerequisites
You have configured the Customizing settings for text management as follows:
● For Change Control Management, choose
Control Management
Transactions
IT Service Management
Assignment Blocks in IT Service Management
SAP Solution Manager
Capabilities (Optional)
Change
Text Management .
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● For IT Service Management, choose
Management
SAP Solution Manager
IT Service
Text Determination Procedure .
● For Requirements Management, choose
Management
Capabilities (Optional)
Transactions
SAP Solution Manager
Text Management
Capabilities (Optional)
Requirements
Text Determination Procedure .
 Note
If you do not configure these settings, the system uses the default text types and text determination
procedures.
If you want to use Rich Text Format, you have configured the Customizing activity Activate Text Formatting.
Features
● Text entry according to the selected text type (for example, internal note or response). The available text
types are defined in Customizing.
 Note
The visibility of a text in the system depends on the text type. An internal note can, for example, only be
seen by your own support team.
● Creation of personal text templates for specific users and insertion into the Texts assignment block
● Creation of system templates for all users and insertion into the Texts assignment block. The system
templates are edited in Customizing for text management.
● Text log: Documentation of all texts created. You can filter the display for the content by text type.
In change transactions, the system also shows all status changes, authorizations, and changes to the
transaction.
● Rich Text Format (RTF)
You can edit texts using RTF features, for example, by using fonts, copy and paste functions, and text
alignment.
● Rich Text Format (RTF) Integration in CRM WebClient UI
In the assignment block Notes, the CRM WebClient UI supports a rich text edit control, which allows users
to paste screenshots directly into the long text. You must perform customizing to enable this. Note that
this function is only available within the CRM UI. The system will not send rich text from the new editor
through external interfaces, such as the incident exchange interface with SAP or the external service desk
interface, etc. The Fiori apps and other user interfaces outside the CRM WebClient UI support neither the
display nor the creation of rich text. Furthermore, the text types CRM Rich Text enabled are deactivated and
not selectable.
For more information about integration between IT Service Management and SAP Customer Relationship
Management, see the SAP Library for SAP Customer Relationship Management.
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6.2
Solution Documentation Assignment Block
Use
The Solution Documentation assignment block contains references to solution documentation elements that
are assigned to the message, change transaction, business requirement, or IT requirement. Additionally for
change documents, the changed Solution Documentation elements in the context of the present change
document are displayed.
Features
● You can manually assign Solution Documentation elements to a transaction, using Single Element or
Multiple Elements. Using Single Element, you add an item to the Solution Documentation assignment block;
with Multiple Elements, you can add several items at once.
 Note
In Change Request Management and Requirements Management, the pushbuttons to assign Solution
Documentation elements are active depending on the status of the change transaction or IT
requirement and whether the change transaction or IT requirement is in change mode. Customizing
per transaction type controls the active status of the pushbuttons.
 Note
When you create a new IT requirement, request for change, or change document, you cannot
immediately assign Solution Documentation elements. The Single Element and the Multiple Elements
button become active only after the IT requirement, request for change, or change document has been
created, that is after it has been saved for the first time.
● You can view information about the status of assigned Solution Documentation elements.
● You can search for Solution Documentation elements that are added to the Solution Documentation
assignment block.
Prerequisites
You have established the connection of the Embedded Search with TREX or SAP HANA by calling
transaction SOLMAN_SETUP (SAP Solution Manager Configuration). Choose the Process Management
scenario and go to Step 7 Configure Embedded Search.
To update the assigned elements, choose Refresh. You can update data in Solution Documentation and directly
show these updates in the Solution Documentation assignment block.
Depending on the transaction type, the Solution Documentation assignment block provides the following
features:
IT Service Management
You can add and remove references to Solution Documentation elements.
Requirements Management
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You can add and remove references to Solution Documentation elements. When you create change documents
in the context of IT requirements, the assigned references to Solution Documentation elements of the IT
requirement are automatically also assigned to the change document.
Requests for Change
You can add and remove references to Solution Documentation elements. When you create change documents
in the context of a request for change, the assigned references to Solution Documentation elements of the
request for change are automatically also assigned to the change documents.
Change Documents
You can add and remove references to Solution Documentation elements.
If you create the change document in the context of a request for change or an IT requirement, the referenced
Solution Documentation elements from the request for change or IT requirement are copied into the change
document upon creating the change document. In the Assignment Type column, these Solution
Documentation elements have the status Automatic. Note that also these “inherited” Solution Documentation
elements can be removed.
If a change document is assigned to a branch in which Change Control is activated, you can use change
documents to record changes in the assigned Solution Documentation elements. For more information, see .
Related Information
Using Scopes for Assigning Solution Documentation Elements [page 50]
6.2.1 Using Scopes for Assigning Solution Documentation
Elements
You can use a Solution Documentation scope as a selection criterion when assigning Solution Documentation
elements to ITSM transactions, IT requirements, or change transactions:
1. In the WebClient UI in the Solution Documentation assignment block, choose Assign Single Element or
Assign Multiple Elements.
2. In the Search Criteria dialog box, select a scope.
3. In the result list, select Solution Documentation elements from this scope to assign them to the ITSM
transaction, IT requirement, or change transaction.
Since a scope specifies a relevant part of the complete Solution Documentation content, this preselection
makes it easier to find and assign the correct Solution Documentation elements.
In IT requirement or change transactions, you can use the following types of scope created in the Solution
Documentation:
● If the IT requirement or change transaction is assigned to a project, you can select a scope assigned to the
project.
● If the IT requirement or change transaction is not assigned to a project, or if the project does not have a
scope assigned, you can select any scope created in the Solution Documentation. You should use a scope
that is public.
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● You can select Show All, to view the complete Solution Documentation content.
For more information about using scopes assigned to a project, see .
6.3
SAP Collaboration
Use
In SAP Collaboration, you work with SAP Support to find solutions for incidents.
Prerequisites
You have set up a connection to the SAP Support Portal.
Activities
In SAP Collaboration, you can, for example:
● Specify the SAP component.
● Enter information for further processing at SAP.
● Display the data protection and security status.
● Forward an incident to SAP to search for the cause in SAP components, or request SAP support.
● Monitor the processing status at SAP and the actions taken, and see when SAP intends to close the
incident.
● As SAP support, ask an external help desk to answer questions about components.
● Open a connection from SAP support to the managed system.
● Confirm the incident at SAP.
● For service providers and software partners: Open a connection to the customer via the SAP service
architecture.
● For software partners: Create partner notes from an incident.
● For software partners: See the date when the incident was first sent to SAP before it was forwarded to the
software partner.
More Information
Forwarding Messages [page 82]
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6.4
External Help Desk
Use
Processors at a help desk and at SAP Solution Manager IT Service Management work together using the
External Help Desk assignment block.
Prerequisites
You have set up a connection to the external help desk.
Features
● Create, update, and confirm messages (incidents and problems) in the external help desk
● Synchronize messages between help desks
Activities
● Display information about the external help desks and the status of the messages.
● Forward messages to the external help desk and confirm the message there.
● Update additional information about a message in the external help desk.
More Information
Processes for External Help Desks [page 95]
Communicating with External Help Desks [page 85]
6.5
SAP Notes
Use
You can link your change transaction, message, or IT requirement to SAP Notes in the SAP Notes assignment
block.
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Features
● You can add and remove SAP Notes.
● You can search for SAP Notes in various ways:
○ SAP xSearch
○ SAP Note Search
○ SAP Note Search with Context
● Navigation to system recommendations and Note Assistant
● If you create a change transaction in the system recommendations, you can process it further in the
WebClient UI. The SAP Notes assignment block contains the SAP Notes selected in the system
recommendations.
● If you create a request for change from a message to which SAP Notes are already assigned, they are
automatically assigned to the change request. You can display the details, and delete notes.
More Information
System Recommendations (http://help.sap.com/solman_fiori
6.6
)
Reference Objects
Use
You can assign reference objects to your change transaction or message. A reference object represents a
product or an installation in the customer’s system landscape for which a service or change is requested.
Prerequisites
An IBase is available.
Features
● You can specify the following reference objects in change transactions and messages:
○ Configuration item
Entity or system that is identified and changed in Change Request Management or IT Service
Management. Configuration items are objects in the Landscape Management Database (LMDB) or
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Configuration Management Database (CMDB). They vary in complexity and size from a single module
or small component, to an entire system. Configuration items can, for example, contain the following:
○ Hardware (such as technical systems, databases, hosts, routers)
○ Software
○ Services
○ Documentation
○ In Change Request Management, the IBase component is displayed that relates to the selected
configuration item.
● For Change Request Management: If you enter a value in the Configuration Item field, the Component field
is filled automatically, if the value is known in the system. For example, if a configuration item is created in
the IBase but not installed, the Component field remains empty.
● For Change Request Management: When you search for a configuration item, the result list shows only
those objects that belong to the change cycle that has been assigned to the request for change or to the
change document. Depending on the transaction type, the following systems are displayed:
○ Normal change, urgent change, defect correction: only productive systems of the system landscape
○ Administrative change: all systems of the system landscape
○ General change: all possible configuration items
 Note
The system only filters the search results if a project has been assigned to the change transaction.
● You can enter and process reference objects in the following assignment blocks:
○ Requests for change: Scope assignment block
You can also enter the product ID of the configuration item.
○ Change documents: Details assignment block
The system fills the Reference Objects fields automatically with the data from the Scope assignment
block in the associated approved change request.
○ Messages: Assignment blocks Details and Reference Objects
 Note
You can edit the reference objects, depending on the transaction type and status of the
transaction. For example, you can no longer change the reference object of a normal change that is
already being implemented.
● You can use the reference object as a criterion to search for change transactions or messages.
More Information
Installed Base [page 104]
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6.7
Related Sources
Use
The Related Sources assignment block displays relationships between a message and objects and processes in
the SAP system. Some of this information is also in other assignment blocks.
Features
For example, the following objects and processes are displayed if they are related to the message:
● Interaction center
● General device API
● Incoming e-mails
● External help desk
● End-to-end alerts
● System and application monitoring
● Test management data (also displayed in the assignment block Related Test Case)
● Job in Job Scheduling Management
● Issue in SAP Engagement and Service Delivery
The first object is displayed in a form view, the following objects are displayed in a table.
Activities
● Personalize the details to be displayed.
● To display all details, go to the object.
 Note
In the search, you can find incidents that are related to a given source type.
6.8
Processing Log
Use
In more complex change transactions or IT requirements, you may need to monitor the transaction history. In
the processing log, you can display all actions and status changes that you or another user carried out for a
change transaction or IT requirement. The processing log provides an overview of the actions taken and their
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results. A log entry is created for each action and contains data such as the user name, action, time of
execution, and both the old and new status.
You can specify whether you want to display all processing steps, or only the executed actions, changed fields,
or other processing actions.
Prerequisites
In Customizing, you have completed the following activities under
(Optional)
Change Control Management
Capabilities (Optional)
Transactions
Requirements Management
SAP Solution Manager
Processing Log
Transactions
or
Capabilities
SAP Solution Manager
Processing Log :
● You have defined the information that the system is to display in the processing log.
● You have specified the assignment blocks from which the system is to display changed fields.
6.9
Related Projects
Use
You can assign projects and project phases to incidents from within the CRM WebClient UI in the Related
Projects assignement block. You can also search for incidents assigned to projects and phases from the CRM
WebClient UI.
More Information
Project Management ()
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7
Working with IT Service Management
Use
You perform your daily tasks in SAP Solution Manager IT Service Management in the WebClient UI, which is a
Web-based user interface.
You start IT Service Management from the SAP Solution Manager launchpad, using transaction SM_CRM, or you
can start it directly in your browser.
Prerequisites
You have the business roles and authorization roles required for your IT Service Management role. Business
roles determine what the users can see and use in IT Service Management.
Features
Depending on your role, you can open the following functions in the navigation bar:
● Home
The SAP Solution Manager IT Service Management home screen is the access point for your daily work.
Depending on your role, various functions and widgets are displayed that provide an overview of your daily
tasks.
● Worklist
If configured: The worklist is the central access to processing the IT Service Management transaction
types.
For more information about the functional scope of the worklist, see SAP Help Portal, under http://
help.sap.com/crm
<current release>
Application Help
Basic Functions
Worklist .
● Master Data
Master data is the data about basic objects in the system that are used in business transactions.
For more information, see Master Data [page 102].
● Inbox
The inbox gives, for example, an overview of the e-mails that are related to incident processing. For more
information, see Using the Inbox [page 27].
● Change Request Management
Change Request Management manages SAP Solution Manager projects (maintenance, implementation,
template, and upgrade) from end to end.
For more information, see .
● IT Service Management
IT Service Management is your central point of access to message processing.
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You open the following functions from the IT Service Management home screen:
○ Use Search to search for all available transaction types.
You can search in message headers, texts, and attachments.
 Note
To enable searching in existing attachments, compile the index again to include the attachments.
For more information, in Customizing for SAP Solution Manager, see Customizing activity Compile
Initial Index.
For more information about searching, see Using the Search Function in the WebClient UI [page 59].
○ Use Create to create, for example, incidents, incident templates, service requests, service request
templates, problems, problem templates, and knowledge articles.
For more information about working with messages, see Creating Messages [page 63].
○ Reports
IT Service Management offers reporting to get current information about message processing.
For more information about reporting, see Reporting in IT Service Management [page 93].
● Service Operations
You can configure the generic settings that are available in IT Service Management.
For more information, see Service Operations [page 112].
● Create quick access function
You can use this quick access to create messages of various transaction types in IT service management.
The transaction types are displayed depending on the configuration and your role.
● Recent Items quick access function
You can use this quick access function to access messages that you recently created or processed.
● Common Tasks quick access function
You can use this quick access function to access frequently used tasks.
More Information
7.1
Using the WebClient UI
In this section, information about how to use the WebClient UI is displayed.
For more information about how to include custom fields in the WebClient UI, see Including Custom Fields in
the WebClient UI [page 62].
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7.1.1 Using the Search Function in the WebClient UI
Use
You can search for messages, change transactions, and requirements on the Search screen of the WebClient
UI. The result of your search is displayed in the result list. A series of search operators is available for the
search. Input help or search help in certain fields also assists you in your search.
You can find general information about the search function on SAP Help Portal at http://help.sap.com/crm
<release>
Application Help
Getting Started with the WebClient UI
Searches .
Features
Central Search
The central search function displays the search menu containing the objects for which you can search. For
example, you can search for messages created on a certain date or for change documents that have a specific
status.
 Note
If you combine several search parameters of the same attribute, the system links the search parameters
using logical OR combinations per default.
Search for All Objects (Enterprise Search)
Use this option to search for any kind of transaction type (and its attachments) that is used on the WebClient
UI.
From the results lists, you can directly access the object.
This search option uses Enterprise Search.
Configure this search option in SAP Solution Manager Configuration for the relevant scenario.
For more information, in SAP Help Portal at http://help.sap.com/crm
, search for “Enterprise Search”.
My Saved Searches
Use this function to access search queries that you created on the central search screen.
To call up your saved searches, use the My Saved Searches widget
Note that this saved search is only available to the user who has saved the search; other users cannot see it.
To share your searches with other users, organizational units, positions, or business roles, use the central
sharing tool. For more information, see SAP Help Portal at http://help.sap.com/crm
Package 1 for SAP CRM 7.0 and above>
Interface Functions
Application Help
<SAP Enhancement
WebClient UI Framework
Generic User
Central Sharing Tool .
With My Involvement
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You can search for objects that have your involvement. The search retrieves transactions that you are currently
processing, have processed previously, or have created or changed. When you select this search criteria, you
will be prompted to enter an interval that defines the time of your involvement.
7.1.2 IT News
Use
Using IT News, information can be distributed to all users of specified business roles.
You can customize which links are displayed automatically in IT News.
In addition to the links that are displayed automatically, every user can add personal links to their IT News that
are only displayed to them.
Prerequisites
To display links in IT News automatically, in Customizing, do the following:
● Creating a link: In the SAP Solution Manager Implementation Guide for Customer Relationship
Management, choose
UI Framework
UI Framework Definition
Define Web Links .
● Assigning the link profile to a business role: In the SAP Solution Manager Implementation Guide for
Customer Relationship Management, choose
UI Framework
Business Roles
Define Business Role .
Features
Create a screen area that is permanently displayed where you can create links to important information. Use it,
for example, for news from the IT department.
Example
Assume that in IT News, you want to publish a link to http://www.sap.com
.
To create a link:
1. In Customizing for Customer Relationship Management, choose
Definition
UI Framework
UI Framework
Define Web Links .
2. Choose Define Web Links and choose New Entries.
3. Enter an ID (for example, 1) and select Web link type External Link.
4. Enter a title (for example, SAP home page) and in the text area, enter the URL http://www.sap.com.
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5. Save your entries.
6. Select Define Groups for External Links.
7. Enter an ID (for example, 1) and a description (for example, IT News Links).
8. Save your entries.
9. Select the group you just created (that is, IT News Links) and choose Assign External Links to Groups.
10. Add a new entry and choose the Web link defined in step 3 (that is, 1).
11. Save your entries.
To assign the link profile to a business role:
1. In Customizing for Customer Relationship Management, choose
UI Framework
Business Roles
Define Business Role and create a new entry .
2. Select the relevant business role (for example, SOLMANREQU) and choose Assign Function Profiles.
3. Add the EXT_WEB_LINKS function profile ID and select the external link group you created (that is, 1).
4. Save your entries.
The link is pushed to the IT News of all users of the business role.
7.1.3 My Messages Widget
Use
The My Messages widget enables you to display information such as the following for you or your organization:
● Messages
● Requests for change
● Change documents
● Business requirements
● IT requirements
Users can view the messages that they have submitted in the My Messages - Reported by Me area. Message
dispatchers can view all of the messages assigned to their organizations in the My Messages - For Dispatching
area. Processors can view the messages that have been reported by their organizations by using the search
function.
Prerequisites
● The widget is configured in Customizing for SAP Solution Manager under
Service Management
General Settings
Capabilities (Optional)
IT
Define My Messages Widgets .
● For end users, to display messages for your organization, the following is required:
○ The administrator has enabled the messages of your organization to be displayed on your home
screen (see SAP Note 1256661 ).
○ You have a business partner relationship to your organization. The default relationship is Is the
Employee Responsible for (BUR011).
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○ Optional: The business partner relationship and the partner functions can be customized (see SAP
Note 1256661 ).
7.1.4 Including Custom Fields in the WebClient UI
Use
You can enhance the WebClient UI to suit your business needs using the application enhancement tool. Any
customer-specific UI elements you have created for your change transactions, messages, or requirements are
displayed in the Custom Fields assignment block. You can add these custom fields to the Details assignment
block using the UI configuration tool.
 Note
By default, the Custom Fields assignment block is hidden in the WebClient UI. To display it, choose
Personalize and move the assignment block to the list of displayed assignment blocks.
You can rename the Custom Fields assignment block using the UI configuration tool.
Prerequisites
You are authorized to add new UI elements to the WebClient UI.
More Information
For general information about the WebClient UI framework, see http://help.sap.com/crm
Application Help
<Language>
<Release>
WebClient UI Framework .
For information about adapting the user interface to your business needs, see Application Enhancement Tool
and UI Configuration Tool.
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7.2
Creating Messages
Prerequisites
Before you can create a message, the following prerequisites apply:
● In SAP Solution Manager, the end users have the roles user and business partner, support staff have the
roles dispatcher or processor.
For more information, see the Security Guide for IT Service Management on SAP Help Portal at https://
help.sap.com/viewer/p/SAP_Solution_Manager
Specific Security Guide
<current release>
Security
Application-
Change Control and IT Service Management Scenarios .
● The system is configured.
Context
You can create messages to report an incident. As a support employee, you can also create messages for end
users.
If configured, messages can be forwarded automatically to the relevant support team based on the assigned
category.
Procedure
1. Choose Create.
2. Choose the type of message that you want to create.
3. Enter data as required.
Next Steps
For more information about creating messages in IT Service Management, see the documentation in this
section.
You can use templates and text modules to create messages. For more information, see Creating Templates for
Messages [page 34] and Texts and Text Templates [page 47].
For more information about the menu options that are common to all message types, see the SAP Library for
SAP Customer Relationship Management in the SAP Help Portal, under http://help.sap.com/crm
<current release>
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7.2.1 Creating Incident Messages as an End User
Context
 Note
The screen can contain company-specific text to give you more information.
Procedure
1. From the navigation area, under Create, choose Incident.
The Select Transaction Type dialog box opens.
2. Choose the transaction type.
Whether you have to select a transaction type depends on how your system is configured. Ask the person
responsible for your system about the customer transaction types available.
A screen opens that leads you through creating the incident.
3. Enter the title and a description.
4. Enter the impact and the urgency. The system determines the priority of the incident from these fields.
5. To include another person in the incident processing, enter their name under Contact Person.
6. In the following steps, you can specify the affected object and solution, categorize the incidents, and add
attachments.
7. In the last step, make sure that your entries are correct, and choose Confirm and Send.
7.2.2 Creating Incident Messages as a Dispatcher or
Processor
Procedure
1. In the navigation area in the WebClient UI, under Create, choose Incident.
The Select Transaction Type dialog box opens.
2. Choose the transaction type.
Whether you have to select a transaction type depends on how your system is configured. Ask the person
responsible for your system about the customer transaction types available.
3. In the assignment block Details, in the Description field, enter a meaningful description of the incident
message.
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4. In the Reported by field, enter the name of the person reporting the problem. This can be the end user
affected by the problem, or a key user creating the message for a colleague. The system sends the answer
to this user.
5. Specify the Support Team and Message Processor. If configured, when you enter data in one of these fields,
the system suggests suitable values for the other. If this function is configured, only use the Details
assignment block to enter support team and message processor, that is, do not use the Business Partner
assignment block.
6. Set the priority of the message from the input help for the Priority field. You can also use the Impact and
Urgency fields. The system determines the priority of the message from these fields.
7. Specify an incident category under Category.
Depending on the category, you can choose further subcategories to be more precise.
Solution Category denotes the type of solution that is provided.
8. In the assignment block Text, enter a detailed description of the incident.
9. In the assignment block Details, under Relationships, you can relate the incident to other messages by
specifying, for example, a problem, change request, or knowledge article. Also, you can select a project and
project phase - note that the assigned project reference is synchronized with the first entries in assignment
block Related Projects.
10. In the assignment block Details, under Reference Objects, specify the object that is affected by the
incident.
In addition, the service product that the incident is based on is displayed.
11. To report an incident for an SAP system, go to the assignment block SAP Collaboration. The data in this
assignment block depends on the reference object.
12. To add documents to the message, go to the assignment block Attachments.
13. In the assignment block Related Projects, assign projects or project phases. Project information in
assignment block Details is synchronized with the first entry here.
14. To print the message, or send it as an e-mail, in the More toolbar, choose Print.
In the Output dialog, you have the following options:
○ To create a PDF to be sent by e-mail to the reporter, choose E-Mail to Reporter.
○ Choose Print message to generate a PDF containing the message details. The details of the message
are summarized and you can save or print them as a PDF file.
15. Save your entries.
 Recommendation
● To search for problem and assign the incident message to a problem message, depending on your
specification, choose
More
Find Related Problems .
● To specify template information, depending on the category, choose
More
Automatically
Complete . You can use this function when the administrator has assigned a template to a category.
● Use text templates to insert frequently used texts quickly.
● Use the assignment block Related Sources to display objects that affect the message.
● A message can be forwarded automatically, depending on the component, business partner or other
specifications.
● You can configure the system to check if several entries are plausible. For more information, in the
Customizing for SAP Solution Manager, see the Check Plausibility for Reporter Data Entry Customizing
activity.
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More Information
For more information about specifying the support team and message processor, see SAP Note 1483276
Use of Customizing Parameters in DNO_CUST04, AGS_WORK_CUSTOM, and ICT_CUSTOM.
-
Related Information
Reference Objects [page 53]
Related Projects [page 56]
Texts and Text Templates [page 47]
7.2.3 Creating Service Requests as an End User
Procedure
1. In the navigation area in the WebClient UI, choose
Create
Service Request .
If several service request transaction types are available, the Select Transaction Type dialog box opens.
2. Choose the transaction type.
Whether you have to choose a transaction type depends on how your system is configured. Ask the person
responsible for your system about the custom transaction types available.
3. A screen opens that leads you through creating the service request.
Some frequently used service requests may be available by default. To create such a service, choose the
corresponding pushbutton.
4. Categorize the service request.
5. Depending on the service request, you may enter more information.
6. Make sure that your entries are correct, and choose Confirm and Send.
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7.2.4 Creating Service Requests as a Dispatcher or Processor
Procedure
1. In the navigation area in the WebClient UI, under Create, choose Service Request.
The Select Transaction Type dialog box opens.
2. Choose the transaction type.
Whether you have to select a transaction type depends on how your system is configured. Ask the person
responsible for your system about the customer transaction types available.
3. In the Details assignment block, in the Description field, enter a meaningful description of the service
request.
4. In the Reported by field, enter the name of the person requesting the service.
5. Choose the priority from the value help. You can also use the Impact and Urgency. The system determines
the priority from these fields.
6. Specify a service request category under Category.
Depending on the category, you can choose subcategories to be more precise.
Solution Category denotes the type of solution that is provided.
7. In the Text assignment block, enter a description of the requested service.
8. Depending on the category, in the Service Request assignment block, enter more information about the
service request.
9. To specify the correct schema and deadlines, check the entries in the Service Level Agreement assignment
block.
The service level also depends on the service product that the service request is based on. The service
product is displayed in the Details assignment block under Reference Objects.
10. To display the actions that are part of the service request, check the entries in the Scheduled Actions
assignment block.
11. Save your entries.
7.2.5 Ordering Services from the Service Catalog as an End
User
Use
As an end user, you order a service from the service catalog by creating a service order or service request,
depending on the configuration.
After the ordering process is completed, you find the created service orders and service requests in the My
Service Orders and My Service Requests assignment blocks.
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Procedure
Creating a Service Order
1. In the IT Service Management WebClient UI, log on as end user.
2. In the navigation, choose the Service Catalog view.
3. In the Service Catalog screen area, choose a service product.
Information about the service is displayed under More Details.
4. Choose Order selected.
The system creates a service order or service request and opens a guided procedure.
5. Enter the required information. If a questionnaire is available, answer it to help the processors process your
service order.
6. Confirm your entries.
Confirming a Service Order
1. When the service order has been completed, in the My Service Orders screen area, open the service order.
2. Make sure that the service you ordered is available, and then confirm the service order.
7.2.6 Creating Problem Messages
Context
As a dispatcher or processor, you create problem messages, for example, to find the cause of several incident
messages.
 Note
You can lock incident messages that are assigned to a problem message for further processing. A lock icon
is displayed for locked incident messages.
Locked incident messages can be automatically updated when the assigned problem message is
confirmed. The solution to the problem message is copied to the incident message, the incident message is
given the status Proposed Solution, the incident message is unlocked, and can be confirmed by the
reporter.
Procedure
1. In the navigation area in the WebClient UI, under Create, choose Problem. The Select Transaction Type
dialog box opens.
2. Choose the transaction type.
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Whether you have to select a transaction type depends on how your system is configured. Ask the person
responsible for your system about the customer transaction types available.
3. In the assignment block Details, in the Description field , enter a meaningful description of the problem
message.
4. In the Reported by field, enter the problem reporter.
5. Set the priority of the message from the input help for the Priority field. You can also use the Impact and
Urgency fields. The system determines the priority of the message from these fields.
6. Specify a problem category under Category.
Depending on the selected level, additional levels allow you to be more specific.
7. Under Text, enter a detailed description of the problem.
8. To assign incident messages to problem messages, in the assignment block Related Incidents, choose Find
Related Incidents.
9. To add documents to the message, go to the assignment block Attachments.
10. Save your entries.
11. To lock the incident message for further processing, select an incident message and choose Lock.
12. Enter further problem information.
13. Save your entries.
7.2.7 Creating Messages in Other Applications
Use
There are various situations in which you may need to create a message.
Features
You can create incident messages from the following applications:
● In an SAP system with SAP GUI, you can report incidents from a transaction menu by choosing
Help
Create Support Message .
● In the managed systems, you can create messages in SAP Solution Manager with
Help
Create Support
Message .
● In Test Management, testers can specify the status for a test case in the Tester Worklist
(STWB_WORK) transaction and, if necessary, they can create an incident message. For information about
the statuses for which you can create a message within the Test Workbench, see .
● You can create incident messages in SAP Engagement and Service Delivery, in .
● You can create incident messages in System & Application Monitoring, for example, in BI Monitoring or PI
Monitoring. For more information, see .
● You can create incident messages in System Monitoring. For more information, see the Creating Incident
Messages section in .
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● You can create incident messages in User Experience Monitoring. For more information, see .
● In business process monitoring within Business Process Operations, a value is defined to specify the
maximum processing time for a business process. If this time is exceeded, an alert is triggered and an
incident message is created automatically. For more information, see Calculating Service Times [page
81].
● You can create incident messages from Cross-Database Comparison. For more information, see .
● You can create incident messages in the interaction center. For more information, see the SAP Library for
SAP Customer Relationship Management in the SAP Help Portal, under https://help.sap.com/viewer/p/
SAP_CUSTOMER_RELATIONSHIP_MANAGEMENT
Application Help
SAP Library
<Release SAP CRM 7.0 or higher>
Interaction Center .
● The Operating System Command Adapter enables you to use third-party incident management tools to
create or close tickets, based on alerts created by the SAP Solution Manager alerting infrastructure. For
more information, see .
7.2.8 Creating Support Messages with NOTIF_CREATE
Context
You can create messages in the SAP Solution Manager IT Service Management WebClient UI for key users by
using the NOTIF_CREATE transaction.
Procedure
1. Start transaction NOTIF_CREATE.
2. Enter data as required.
3. Save your entries.
Next Steps
For information about how to report an incident, see Creating Incident Messages as an End User [page 64].
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7.3
Finding a Message
Use
You can search for messages in various ways.
Depending on your role, you can search for various messages, such as:
● As a reporter, search for your open messages to see their processing status.
● As a dispatcher, search for unassigned messages to assign them to a processor.
● As a processor, search for the messages that you are processing.
Procedure
My Messages
The messages which are relevant for your role are shown on the initial screen. Depending on your role, these
can be messages which you created, or to which you or your support team are assigned as processors.
Worklist
In the worklist, you use your search to generate a worklist, which you can display any number of times
according to your criteria.
 Note
For more information about creating your worklist in the WebClient UI, see the SAP Library for SAP
Customer Relationship Management in the SAP Help Portal, under http://help.sap.com/crm
<Release SAP CRM 7.0 or higher>
Application Help
Basic Functions
Worklist .
Search Function
1. Choose
IT Service Management
<message> .
2. Specify your search criteria and choose Search.
The search results are displayed in the results list.
3. You can filter this list according to various criteria:
○ You can sort messages by date, for example.
○ You can restrict the display according to the status text.
To only display the messages for which a solution is proposed choose the Status Text column and
choose the status Proposed Solution.
The search results are displayed according to the filter criteria.
For more information, see Using the Search Function in the WebClient UI [page 59].
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7.4
Dispatching a Message to a Processor
Use
In the role of dispatcher, you dispatch messages that are assigned to your support team to a processor in the
team. You can also dispatch messages to other support teams, for example, on another support level.
The home page of the dispatcher shows the messages that are assigned to the support team, but not to a
processor.
You can dispatch messages manually or automatically according to a configured rule.
Prerequisites
To dispatch a message according to a rule:
● You have configured the dispatching depending on the transaction type.
● You have created dispatch rules.
Procedure
Dispatching a Message to a Processor Manually
1. Choose the message that you want to forward.
2. Choose Edit.
3. In the Message Processor field, specify the support processor who is to process the message.
4. In processing data, in the assignment block Details, enter the status Forwarded.
5. Check the message priority.
6. To create a note to the processor, in the assignment block Text, choose
enter a text.
Add Text
Internal Note , and
7. Save your entries.
Dispatching a Message According to a Rule
You can dispatch a message according to its attributes, for example its status or category.
1. Open the message that you want to dispatch.
2. Choose Send. The message is forwarded according to the specified rules.
 Note
If you dispatch a message using the support team to determine the message processor: Delete the entry in
the Message Processor field to avoid inconsistencies between the message processor that is entered
manually and the support team that is entered according to a rule.
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7.5
Processing Messages
This section contains typical procedures for the processes in IT Service Management.
7.5.1 Processing Messages as End User
Procedure
Process Message
1. Choose the message that you want to process.
You can filter the messages displayed using various criteria.
2. You can process the message differently according to its status:
○ New: Your support message has not yet been processed.
○ In Process: Your support message has been assigned to a support employee who is preparing a
solution proposal.
○ Customer action: You are requested to send more information to the support employee so that they
can solve the problem.
○ Solution proposal: The support employee has entered a solution proposal. You can:
○ If the solution proposal solves your problem, confirm the solution proposal. Choose Confirm.
○ If the solution proposal does not solve your problem, reply to the solution proposal. Choose
Answer.
○ Sent to SAP: The support employee has identified a technical problem and has forwarded the support
message to SAP.
○ Sent to support: A support message was sent automatically to support but is not yet being processed.
○ Sent to external provider: A support message concerns an external system and has been forwarded to
the external provider. Which user statuses are possible depends on how your system is configured. Ask
your system administrator to explain the meaning of a status.
3. Enter the required data and save it.
Withdraw Message
As the reporter of a message, you can withdraw it as long as its status is New, that is, before a processor has
started to process it. The message is closed.
1. Choose the message that you want to withdraw.
2. Choose Edit and then Withdraw.
3. Confirm your entries. The message is saved with the status Withdrawn and can no longer be processed.
More Information
Replying to Solution Proposals or Questions [page 90]
Confirming Solutions [page 91]
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7.5.2 Processing Messages as a Processor
Use
In the WebClient UI, you want to process a message created by a processor or reporter.
Procedure
You process the message in several steps.
Finding Messages
● You can search for incidents to be processed or use the My Messages widget.
● To display a message, choose the transaction number or the description of the message.
The message processing screen opens.
Processing Message
To process a message, proceed as follows:
1. Choose the message that you want to process.
2. Choose Edit.
3. Use the input help to enter the processor responsible.
4. If the customer and support team are not allocated automatically, choose them from the input help.
5. Check the solution category.
Depending on the configuration, the first selected solution category is displayed.
6. Choose the status In Process.
7. Save your entries.
The message is displayed with the status In Process for the person who reported the problem.
 Note
Depending on the configuration, the system can enter the processor automatically. For more information,
see .
 Note
Depending on the configuration, you can enter a status and give a reason for the status change. For more
information, see in Customizing for SAP Solution Manager under
Management
Capabilities (Optional)
IT Service
Status Profile .
Searching for a solution
Search for the solution to the problem, for example, in SAP Notes, knowledge articles, and related messages.
Requesting More Information
To request more information from the person who reported the problem, proceed as follows:
1. Select the message for which you want further information.
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2. In the assignment block
Text
Add Text , choose the text type Answer and enter your query.
3. Choose Back.
4. In the assignment block Details, choose the status Customer Action.
5. Save your changes.
The message is displayed to the reporter with the user status Customer Action.
Unlock Incident Message
You can lock an incident message for further processing in a problem message. If you want to process an
incident message further, you have to unlock it.
1. Choose the incident message that you want to unlock.
2. Choose More Unlock .
The incident message is unlocked and can be processed further.
Unlock Incident Message in Problem Message
1. Select the problem containing the locked message.
2. Choose
Edit
Related Incidents
Edit List .
3. Select an incident message, and choose Unlock.
4. Save your entries.
The incident message is unlocked and can be processed again.
Specify Messages as Favorites
You can monitor critical support messages, which require particular attention, in a Favorites list. You can also
share your favorites with other employees using the community favorites.
1. Select the message that you want to monitor in the Favorites.
2. Choose Add to Favorites.
3. The Add Element to Favorites screen opens.
4. Choose the name and folder in which you want to set the message as a favorite, and whether the favorites
are visible to others.
5. Save your entries.
Monitor Critical Messages in Favorites
1. In the navigation area of IT service management, choose Home.
2. The system displays the favorites in the content area. You can choose between My Favorites and
Community Favorites.
7.5.3 Displaying Message Information
Context
There are several assignment blocks to display additional information for a message.
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Procedure
1. You can use the following information:
Function
Call
More information
Document flow: Display linked mes­
Assignment block Related Transactions Enter transactions that are impor­
sages and knowledge articles
Display objects and processes in the
tant to the message.
Assignment block Related Sources
-
Trace message changes
Assignment block Processing Log
-
Display business partner data
Assignment block Business Partner
Enter contact persons for the mes­
SAP system
sage.
2. Save your entries.
The information is displayed in the message.
7.5.4 Processing Service Orders as a Processor
Prerequisites
To approve service orders, you must have assigned to your user the approver business role for the sold-to-party
in your sales organization.
Procedure
In the processor role, you work with service orders as follows:
Approving a Service Order
1. In the IT Service Management WebClient UI, choose
The Search: Service Orders screen appears.
IT Service Management
Service Orders .
2. Search for the service order you want to approve.
3. Open the service order from the result list.
4. Set the status of the service order to Approved.
After you approve the service product, subordinate service products are approved.
5. Save your entries.
The system creates service requests for all ordered service products and displays them in the service order in
the Transaction History assignment block.
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The statuses in service orders are propagated as follows:
● If the status of the service request is set to processing, the system also sets the status of the underlying
item in the service order in process, as well as the header data in the service order.
● If the status of the service request is set to confirmed, the system sets the status of the underlying item in
the service order to completed. You can also manually set the status of the service order to completed.
● If all items of a lower level are set to completed, the system sets the status of the higher-level items and the
service order to completed.
Dispatching a Service Request
A service request can contain one or more guided procedures with which you can plan the operations tasks. On
releasing the guided procedure, the system creates operations tasks for the steps in the guided procedure.
1. In the IT Service Management WebClient UI, choose
The Search: Service Requests screen appears.
IT Service Management
Service Requests .
2. Search for the service request you want to dispatch.
3. Open the service request from the result list.
4. Make sure that the correct category levels are assigned.
5. In the service request, in the Guided Procedure assignment block, the guided procedures that belong to the
service request are listed. If you want to use a guided procedure for processing the service request, make
sure that it is assigned.
6. To prepare the guided procedure for release, assign processors to the tasks.
7. To schedule the operations tasks, assign start and due dates.
8. Release the procedure for processing. The Guided Procedure assignment block is set to read-only.
The system creates an instance of the guided procedure.
Depending on the configuration, the system creates an operations task for each step in the guided procedure,
or for the guided procedure as a whole. The system assigns the operations tasks to the service request and
displays them in the Guided Procedure assignment block.
In the Task screen area, you display the status and navigate to the operations task.
Processing Operations Tasks
1. In the WebClient UI, choose IT Service Management
The Search: Operations Tasks screen appears.
Operations Tasks .
2. Search for the operations task you want to process.
3. Open the operations task from the result list.
4. Set the status to In Process and process the task.
5. To display the information the end user added in the service order questionnaires, in the guided procedure
related to the service request, open the questionnaire.
6. To add and exchange information, use the Text and Attachments assignment blocks.
7. To record the time you spent, use the Time Recording assignment block.
8. When you are finished working on the operations task, set the status to Completed.
The system also changes the status in the related service request.
 Note
If configured, processors can also display the operations tasks in a widget.
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7.5.5 Copy Transactions
Use
To save time when creating a new transaction, you can copy an existing transaction which contains data
relevant to the new transaction.
 Note
You can also copy templates.
Integration
When you create follow-up transactions, the existing and the new business transaction are linked, copies are
not linked.
Prerequisites
You have made the Customizing settings for copying transactions. You specify valid combinations of source
and target transactions, and the data to be copied:
Change Request Management:
●
SAP Solution Manager
Capabilities
Change Control Management
Transactions
Copy Control
Change Control Management
Change Request Management
Define Copy Control for Transaction Types
●
SAP Solution Manager
Framework
Capabilities
Make Settings for Change Transaction Types
Copy Control Rules
IT Service Management:
SAP Solution Manager
Capabilities
Transaction Type Copy Control
IT Service Management
Create Follow-Up Document
Specify
and Specify Copy Control Mapping Rules.
Features
You can specify per transaction type, in Customizing, which data is to be copied from the source to the target
transaction. You enter the additional data directly in the transaction.
 Note
● The category is always copied from the source to the target transaction. If the source and target
transaction type categorization schema do not match, the system issues a warning.
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● IT Service Management: By default, the system copies the existing SAP data (e.g. System ID) and SAP
Notes, into the target transaction.
Activities
1. Choose Copy in an existing transaction.
2. The system displays the new transaction. It has the same transaction type as the source transaction, and
contains the data which you specified should be copied, in Customizing.
3. Change and complete the transaction, and save it.
 Note
You can also decide to create a separate customer UI configuration for your customer transaction type by
selecting the ChaRM: Copy CRM UI configuration option.
More Information
Follow-Up Transactions [page 79]
7.5.6 Follow-Up Transactions
Use
Follow-up transactions are new transactions, created from a message or a change transaction. You can create
various follow-up transactions, depending on the source transaction. Data is copied from the original
transaction to the new transaction, and the two transactions are linked. The link provides information about the
history of a business transaction. The history is in the Transaction History assignment block in each
transaction.
Prerequisites
● You have configured the Customizing settings for copy control. See Copy Transactions [page 78].
● The source transaction is error-free.
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Features
● Create follow-up transactions according to Customizing settings. You specify which follow-up transactions
are possible for each transaction type, in Customizing.
You can create follow-up transactions from the search, or directly from an open transaction.
● Display previous transactions in Transaction History assignment block
Activities
1. Choose Create Follow-Up Document.
2. The system displays the possible follow-up transaction types.
3. Choose a transaction type.
4. Add information in the transaction, and save your data.
5. The system shows the link between the source and target transactions, in the transaction history.
7.5.7 Recording Working Time
Procedure
1. Choose the message for which you want to record the working time.
2. In the Time Recording assignment block, choose Edit List.
3. Choose Add.
The system adds a row in which you can enter the following data to the list.
○ Activity Type: There are no default effort recording activity types. You can specify your own activity
types.
○ Description: You can enter a short description.
○ Time Spent: You can enter the time spent processing the message.
○ Time Unit: Enter the time in minutes.
○ Processor Information: You can use the link to display detailed information about the user who made
the time entry.
The system automatically enters the current user and the time at which the last time entry was made.
4. To enter further activities, add a new row.
5. Save your entries.
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Next Steps
Time Recording [page 35]
7.5.8 Calculating Service Times
Use
When a message is created, this function calculates the initial response time within which the support
organization is to respond to the message with a measure, and the maximum processing time for the message,
for example based on the message priority. The system takes into account the actual service availability and
does not include times outside this availability when calculating these metrics. The system determines other
time periods to be excluded based on the user status, such as when the message status is set to Customer
Action, and excludes these periods from the calculation.
You can check the IRT status (for the initial response time) and the MPT status (for the maximum processing
time) in the actual message as well as in the result list for messages in the WebClient UI. The icon for the IRT
and MPT status is displayed in yellow (warning) when the service duration reaches 60% and in red when it
reaches 100% (escalation).
Service times are calculated to determine service level agreement (SLA) compliance.
Prerequisites
The readiness and reaction times profiles are specified and assigned to a service product. In SAP Solution
Manager Configuration, in the IT Service Management scenario, you adjust the default settings in the
Perform Optional Configuration
activity.
Configure Manually
step, in the Configure Service Level Agreement
Example
The following data is defined:
● Service availability: Monday to Friday from 8.00 a.m. to 5 p.m.
● For messages with priority very high:
○ Initial response time (IRT): one hour
○ Maximum processing time (MPT): two hours
● When the status is set to Customer Action, the MPT status is frozen to prevent an escalation.
At 4:30 p.m. on a Friday, a customer creates a message with the priority very high. The system calculates the
following data:
● First Response By: Following Monday at 8:30 a.m.
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● Due On: Following Monday at 09:30 a.m.
On Friday at 5 p.m., the system sets the IRT status to 50%, because half of the time defined for First Response
By has passed and half an hour of the hour permitted for the initial response time has passed. The MPT status
is set to 25%, which means half an hour of the two hours permitted until the due time has passed. No further
calculations are made between this time and 8.00 a.m. on Monday.
At 8.00 a.m. on Monday, the processor sets the status of the message from New to In Process. The IRT status
remains set to 50%. The processor now sets the status to Customer Action (this status can only be set from
the processing status). The MPT status remains set to 25% until the processor sets the status back to In
Process.
At 9.00 a.m. on Tuesday, the processor sets the status to In Process. The system calculates the maximum
processing time again and changes Due On to 10.30 a.m. on Tuesday. Recording resumes for the MPT status at
25%. Slight deviations are possible because the system is configured to consider only full hours when
recording the Customer Action time.
The message is escalated at 10:30 a.m. on Tuesday if the customer does not set the status to Completed or
back to Customer Action in the meantime.
7.6
Forwarding Messages
Use
As a processor, you forward messages for several reasons, for example:
● Another processor is responsible for the message.
● Another support team in your organization is responsible for a component.
● Another support organization is going to help you to process the message.
 Note
When a message is forwarded to another SAP Solution Manager or an external help desk of a third-party
supplier, a new message with a message number is created there according to the local schema and
synchronized with the message in SAP Solution Manager.
Procedure
Forwarding a Message to Another Processor
You can forward a message to another processor in your service organization.
1. Open the message that you want to forward to another processor.
2. Choose
Edit
Details
Message Processor .
3. To create a note to the processor, in the assignment block Text, choose Add Text, and select a text type.
4. Save your entries.
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Forwarding a Message to Another Support Team
You can forward a message to another support team, for example, because the reporter chose the wrong
component.
Prerequisite
You have created forwarding rules.
1. Open the message that you want to forward to another support team.
2. Choose Edit and in the Details assignment block, choose a component.
3. Choose
Action
Forward Messages Automatically .
4. To create a note to the support team, in the assignment block Text, choose Add Text and select a text type.
5. Save your entries.
The system forwards the message, depending on the rules, to another support team and changes the status of
the message.
Forwarding a Message to an External Help Desk
You can forward a message to an external help desk.
For more information, see Communicating with External Help Desks [page 85].
Forwarding a Message to SAP
As a customer or IT service provider, you can forward a message to SAP.
1. Choose Edit.
2. In the Text assignment block, choose
Support.
Add Text
Information for SAP , and enter a memo for SAP
3. You can change the priority, the short text, the categories, or the reporter.
 Example
The user or customer has assessed the behavior as not critical, but as a Support employee, you have
found that the behavior is a symptom of a critical problem in the system. You change the priority.
4. Go to the SAP Collaboration assignment block.
5. Enter the following data:
○ SAP Component
○ ID/Client: System ID and client
○ Installation Number/Type
6. To send further information to SAP Support, choose Information for SAP.Enter data as required.
7. To check whether specific questions have to be answered for the relevant component, in the SAP
Collaboration assignment block, choose Edit More Answer Component-Specific Questions .
A dialog box opens in which you are prompted to answer component-specific questions.
8. Save your entries with Back.
9. Choose Send to SAP.
10. Enter data as required.
11. Save your entries.
The system forwards the message to SAP.
12. In the Scheduled Actions assignment block, check whether the action was performed, and what you should
do if the action failed.
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For more information about the SAP Collaboration assignment block, seeSAP Collaboration [page 51].
For more information about configuring automatic forwarding of messages, see Forwarding Incidents to SAP
Outside Business Hours (IT Service Providers) [page 116].
Tracing Forwarded Message
If you have forwarded a message to SAP, you can support and monitor its processing in the SAP Collaboration
assignment block, as follows:
Function
Open the customer system for remote
analysis by SAP Support
Give SAP Support the customer system
logon data
Update the display of incidents from
SAP
Trace SAP actions
Call
Edit
More information
More
Open System for
You go to Service Connection Overview.
More
Maintain SAP Logon
You have opened the customer system
SAP
Edit
Data
Edit
You have updated the display manually.
Update by SAP
More
Display SAP Action Log
for SAP Support.
.
You go to the action log of the message.
Forwarding Messages as Software Partner
As a software partner, you can forward messages to the customer reporter or to SAP.
Function
Process message
Call
Actions
More information
Process Message
To show that the message is being
processed. The status of the message
is changed automatically.
Forward a message to customers
Forward a message to SAP
Send information to customer
Details
Send to Customer
Details
Send to SAP
Details
Customer Information
The status of the message is changed
automatically.
The status of the message is changed
automatically.
To send a message. The status is un­
changed.
Alternative call:
Actions
Send Information to
Customer Asynchronously
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Function
Call
Send information to SAP
Details
More information
SAP Information
To send a message. The status is un­
changed.
Alternative call:
Actions
Send Information to SAP
Asynchronously
7.7
Communicating with External Help Desks
Use
Users of two or more installations of SAP Solution Manager work together in the usual user interface in the
WebClient UI. If users work together in another help desk, the SAP Solution Manager processing is analogous.
In the following document, help desk means an external help desk to which a message is forwarded. A sending
help desk is a help desk that forwards a message.
A help desk can be an external and a sending help desk.
 Note
In the assignment block External Help Desk: The action is performed immediately, without further
confirmation.
 Note
You can specify the visibility of the External Help Desk assignment block. Choose Personalize.
Prerequisites
A connection to an external help desk is set up.
Procedure
Working with an external help desk involves several steps.
Forwarding a Message to an External Help Desk
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The processor in a help desk recognizes that an external help desk is responsible for processing a message, for
example, because a component of the external company is involved, or because third-level support is provided
by an external company, such as SAP.
1. Select the message that you want to forward to the external help desk.
2. In the External Help Desk assignment block, choose the symbol Continue to External Help Desk.
A new message is created in the external help desk, containing a valid message ID. In the Details assignment
block, the sending help desk sets the status Forwarded and in the External Help Desk assignment block, the
status In External Processing.
Synchronizing a Message in the External Help Desk
When you have forwarded a message, you can pass additional information, such as attachments or new
messages, to the external help desk. You can synchronize a message before forwarding it, to inform the
external help desk about the message in advance.
1. Select the message that you want to synchronize with the external help desk.
2. In the assignment block External Help Desk, choose Synchronize.
Requesting Further Information from the Sending Help Desk
The processor in the external help desk processes the message, and, for example, asks for further information
from the sending help desk.
1. Choose the message from the sending help desk for which you want to request further information.
2. Enter a message in the Text assignment block and in the Details assignment block, set the status Customer
Action.
3. In the assignment block External Help Desk, choose Synchronize.
Sending a Proposed Solution to Sending Help Desk
The processor in the external help desk processes the message, and, for example, sends a proposed solution to
the sending help desk.
1. Choose the message from the sending help desk, for which you want to send a proposed solution.
2. Enter a message in the Text assignment block, and in the Details assignment block, set the status Proposed
Solution.
3. In the assignment block External Help Desk, choose Send Proposed Solution. In the assignment block
External Help Desk, the external help desk sets the status Proposed Solution Sent.
The message can no longer be processed in the external help desk.
In the Details assignment block, the sending help desk sets the status Proposed Solution and in the External
Help Desk assignment block, the status Proposed Solution Received.
Not Confirming the Solution that the External Help Desk Proposed
If a proposed solution does not resolve a message, the processor informs the external help desk.
1. Choose the message from the external help desk whose proposed solution you do not want to confirm.
2. In the External Help Desk assignment block, choose the symbol Continue to External Help Desk.
In the Details assignment block, the sending help desk sets the status In Processing in External System and in
the External Help Desk assignment block, the status In External Processing.
Confirming the External Help Desk Solution
If a proposed solution resolves a message, the processor confirms the solution. This closes the procedure.
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1. Choose the message from the external help desk whose proposed solution you want to confirm.
2. In the assignment block Details, choose the status Closed and save the message.
The message is confirmed.
The external help desk closes the message.
7.8
Providing Solutions
Finding a Solution
You can find a solution in various ways.
● In the work area toolbar, choose
More
Find Knowledge Item .
● In the work area toolbar, choose
conduct an analysis.
More
Root Cause Analysis . Choose the affected system and
● Go to the SAP Notes assignment block and choose Find SAP Notes. SAP Support Portal opens.
● To report an incident at SAP, expand the SAP Collaboration assignment block and choose Send to SAP.
Send Proposed Solution, as SAP Support
1. Open the incident for which you want to send a proposed solution.
2. In the Details assignment block, choose the status Proposed Solution from SAP.
3. Use the assignment block Text to add a memo.
4. Save your entries.
Sending a Solution Proposal
To inform the person who reported the problem of a solution proposal, proceed as follows:
1. Open the message for which you want to send a proposed solution.
2. In the assignment block Text, choose
Add Text
Answer
and enter your proposed solution.
3. To request the user or customer to check the solution proposal, choose the Solution Proposal status in the
Details assignment block.
The selection of the status depends on the configuration of your system. Ask your system administrator
which status to select for which action.
4. To classify the proposed solution, in the assignment block Details, choose
Category
Solution
Category .
5. To upload documents for a solution proposal, go to the Attachments assignment block and choose
Attachment.
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6. To link to SAP notes, go to the assignment block SAP Notes, and choose Edit Add . Enter the ID and
the name of the SAP Note.
If you do not know the ID of the SAP Note, choose Find SAP Notes. SAP Support Portal opens.
7. Save your entries.The system sets the message to the user status Proposed Solution for the reporter. You
can save or print the details of the support message as a PDF file.
7.8.1 Sending E-Mails
Use
You have a number of options for sending e-mail to reporters and other employees.
Prerequisites
● The user master records of the sender and recipient contain e-mail addresses.
● The functions are set up in the SAP Solution Manager configuration.
Procedure
You can send e-mail in several ways in the WebClient UI.
Function
Sending e-mail
Navigation
More
Send E-Mail
More information
The e-mail contains the texts from the
assignment block Text. You can change
the format (HTML or text), recipient,
subject, and contents of the e-mail be­
fore you send it.
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Function
Navigation
Send message to reporter, as PDF at­
1.
tachment
2. Save
More information
Actions
E-Mail to Reporter
When you save the message, an e-mail
is sent to the reporter. The e-mail at­
tachment in PDF format contains a link
to the message in the WebClient UI. The
PDF attachment is created with Smart
Forms.
Alternative call:
●
Print
●
Print Preview
E-Mail to Reporter
E-Mail to
Reporter
Send message to Reporter
Actions
Mail Form
E-Mail to Reporter with
An e-mail in HTML format is sent to the
reporter of the incident message or
service request. You create e-mail tem­
plates under
Mail Form
Service Operations
, in Attribute Context
Service Request Attributes.
You can specify that the system sends e-mails automatically at the following events:
● Initial support team assignment.
This informs the support team members quickly about their tasks, without their having to be logged on to
IT Service Management.
● A message is set to the status Customer Action or Proposed Solution.
This informs a customer quickly about the processing progress of the messages, without them having to
be logged on to IT Service Management.
7.8.2 Creating Partner Notes on SAP Support Portal
Context
In SAP Support Portal, as a software partner, you can create partner notes for your components, to give your
customers information.
You can create a partner note directly in SAP Support Portal or from a message.
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Procedure
1. Choose a message for which you want to create a note in SAP Support Portal.
2. In the assignment block SAP Collaboration, choose
More
Create and Edit Partner Notes .
SAP Support Portal opens.
3. Log on with your S-user.
4. Create a partner note.
7.9
Replying to Solution Proposals or Questions
Prerequisites
In the overview of the messages created by you, a message appears with the status Solution Proposal or
Customer Action.
Context
In the following cases, you can send replies to the support employee:
● You have received a solution proposal that does not solve your problem completely. You want the support
employee to continue processing the problem
● The support employee requires more information to solve your problem and has set the message's user
status to Customer Action.
Procedure
1. Choose the message that you want to answer. You can configure the system so that all messages for which
you must do something are shown in your home page in the WebClient UI.
2. Choose Edit.
3. To attach a document, go to the assignment block Attachments, and choose Save and Reply.
The Send Answer screen opens.
4. Enter your reply and choose Send Reply.
The system saves the message, sets the status to In Process, and sends the message back to Support, for
further processing.
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7.10
Confirming Solutions
Use
To close a message, confirm its solution.
Procedure
Confirm Solution, as End User
If a proposed solution solves your problem, you can confirm it. This completes the process.
1. Open the message that you want to confirm.
2. Choose Confirm.
A dialog box opens.
3. Confirm the message. The system sets the user status Closed and the message can no longer be
processed.
When you have confirmed the message, depending on the configuration, you are asked by e-mail to answer a
questionnaire to evaluate the processing of the message.
Confirm Incident at SAP, as Dispatcher or SAP Processor
1. In the assignment block SAP Collaboration, choose Edit.
2. Choose Confirm at SAP.
3. Save your entries.The system sets the status of the incident to Solution Confirmed, which completes the
process at SAP.
4. In the assignment block SAP Collaboration, choose Perform PCC at SAP.
The SAP Support Portal Positive Call Closure (PCC) form opens.
5. Write your feedback and choose Send.
Your feedback is saved in the SAP Support Portal.
6. To inform the user or customer of the proposed solution, in the Details tab, choose Proposed Solution.
7. Save your entries.The incident takes the status Proposed Solution.
Confirm Solution, as Dispatcher or Processor
If the end user does not close a message, the dispatcher or processor can confirm a message for the end user.
1. Choose the message that you want to confirm.
2. In the assignment block Details, choose
Status
Closed .
3. In the assignment block Text, enter a description of type Solution to provide information about the
message.
4. Save your entries.
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7.11
Incident Management Work Center
Use
Here, you display legacy transaction types that were created in the former Incident Management work center.
 Recommendation
Use the IT Service Management WebClient UI instead.
Features
● Display legacy messages
● Display reports for legacy transaction types
More Information
For more information about the Incident Management work center, see the Application Help for SAP Solution
Manager 7.1 SPS 10 at https://help.sap.com/viewer/product/SAP_Solution_Manager/7.1.10/en-US.
IT Service Management in the WebClient UI [page 57]
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8
Reporting in IT Service Management
Use
IT Service Management’s various BW-based reports and dashboards provide insights into IT processes
managed by SAP Solution Manager, including:
● Incident Management
● Problem Management
● Service Request Management
● Service Order Management
Prerequisites
In SAP Solution Manager Configuration, complete the following steps:
● In the Infrastructure Preparation scenario, step Set Up SAP BW.
● In the IT Service Management scenario, step Configure BW Reporting, including the following sub-steps:
○ Define Extraction Settings (Activate BW content, save extraction settings)
○ Choose Transaction Type for Reporting
● In the IT Service Management scenario, under Set Up Users and Partners, configure Create Template Users.
Features
Dashboards
● Incident Dashboard
This dashboard provides reporting for IT support managers and IT support staff. It provides insights on
incident handling. It provides the most important KPIs such as how many issues are there, how many are
critical issues (IRT/MPT-exceeded incidents), and whether issues are resolved in accordance with the
defined Service Level Agreement (SLA) etc. You can filter by incident properties such as the transaction
type.
● Incident and Change Dashboard
This dashboard provides a “cross-topic” view on incidents, problems, and change requests. It provides
insights on the integrated progress. It provides the most important KPIs of incidents, problems and change
requests, such as how many issues are there, and whether issues are resolved in accordance with the
defined service level agreement (SLA), or the average duration of each process.
● Incident and Problem Dashboard
This dashboard provides a view on incidents and problems. It provides insights on the integrated progress.
It provides the most important KPIs, such as how many incidents and problems are created and closed in a
certain period, or the average duration of each process. You can filter by calender weeks.
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● Service Request Dashboard
This dashboard provides reporting for the service request transaction type in the Request to Fulfill process.
It provides insights on service request handling. It provides the most important KPIs, such as how many
issues are there, and whether issues are resolved in accordance with the defined service level agreement
(SLA). You can filter by time period and transaction type.
● Service Order Dashboard
This dashboard provides reporting for the service order transaction type in the Request to Fulfill process. It
provides insights on service order handling. It provides the most important KPIs, such as how many service
order and service order item are requested and delivered. You can filter by time period and transaction
type.
● Incident Trace – ITSM Lifecycle Report
This dashboard provides a lifecycle trace report of IT Service Management transactions. It delivers insights
for incidents that need follow up processes for solving the incident. With this dashboard, you trace down
into the entire fix process to solve the incident or fulfill a project. You can filter by properties such as
incident and transaction type.
● Configuration - Analytics and Dashboard
Opens the Dashboard Builder.
KPI Definition in KPI Catalog
Select a tile in a dashboard to open the KPI Catalog to view KPI definitions.
More Information
●
You can use various dashboards delivered by SAP as templates for your own tasks.
●
You can view and download KPIs from the KPI Catalog.
●
Details of BI Content for ITSM BW Reporting
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9
External Help Desk Integration
Use
You connect one or more external help desks to SAP Solution Manager IT Service Management so that you
have different tools for different levels of your support organization.
Possible uses:
● You use an external help desk of a third-party supplier for general IT messages and SAP Solution Manager
IT Service Management for resolving SAP application problems.
● SAP Solution Manager systems of customers of an IT service provider are connected as external help
desks to the help desk of the IT service provider so that they can exchange messages.
Integration
SAP Solution Manager provides an interface with which you can connect one or more external help desks from
third-party suppliers or other SAP Solution Manager systems help desks. You can use this interface to
exchange messages (incidents and problems) between SAP Solution Manager IT Service Management and
external help desks in both directions.
Prerequisites
● You have configured SAP Solution Manager to connect an external help desk.
● You have configured SAP Solution Manager IT Service Management.
9.1
Processes for External Help Desks
Use
You can use this process if your support organization has several support levels. Your SAP experts then support
SAP applications using SAP Solution Manager IT Service Management. To support non-SAP applications and
to report general IT incidents, you can use an external help desk from a third-party supplier. This process
describes how both help desks work together.
SAP Solution Manager IT Service Management can connect to several external help desks.
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Prerequisites
● You have configured SAP Solution Manager IT Service Management.
● You have assigned the appropriate user role to the users.
For more information, see the Security Guide for IT Service Management on SAP Help Portal at https://
help.sap.com/viewer/p/SAP_Solution_Manager
Specific Security Guide
<current release>
Security
Application-
Change Control and IT Service Management Scenarios .
● You have connected an external help desk to your SAP Solution Manager system.
● You have displayed the assignment block External Help Desk in the WebClient UI.
Process
Scenario A: Starting from the External Help Desk
1. The customer, user, or reporter creates a message in the external help desk.
2. The external help desk staff process the message in the external help desk.
3. The external help desk staff classify the message as an SAP application problem and forward it to SAP
Solution Manager IT Service Management.
4. The system creates a corresponding message in SAP Solution Manager.
5. The SAP expert processes the message in SAP Solution Manager.
6. If necessary, the external help desk staff send additional processing information.
The system copies the information automatically.
7. The SAP expert sends the message back to the external help desk with a proposed solution or for further
processing.
8. The external help desk staff put the message back in processing.
9. The external help desk staff send the message to the reporter with a proposed solution.
10. The reporter tests and confirms the solution.
The system closes the message in both the external help desk and SAP Solution Manager.
Scenario B: Starting from IT Service Management in SAP Solution Manager
1. The customer, user, or reporter creates a message in SAP Solution Manager.
2. An SAP expert processes the message in SAP Solution Manager.
3. The SAP expert decides that the message is not an SAP application problem, and forwards it to the
external help desk.
4. The system creates a corresponding message in the external help desk. SAP Solution Manager shows the
processing status of the message as In External Processing.
5. The external help desk staff process the message in the external help desk.
6. If necessary, the SAP expert sends additional processing information.
7. The external help desk staff send the message back to SAP Solution Manager, with a proposed solution, or
for further processing.
The system updates the message in SAP Solution Manager.
8. The SAP expert processes the message in SAP Solution Manager again.
9. The SAP expert sends the message to the reporter with a proposed solution.
10. The reporter tests and confirms the solution.
The system closes the message in both the external help desk and SAP Solution Manager.
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More Information
For more information about working with the External Help Desk assignment block, see External Help Desk
[page 52].
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10 Getting Technical Support from Expert
Chat
The SAP chat support provides an additional inbound channel for SAP customers to product support without
having to open a customer ticket using the SAP Support Portal.
Activities
1. To get started with expert chat, submit an incident at https://launchpad.support.sap.com/#incident/
solution
2. Then, go to the More menu, and choose Chat with SAP Support. A dialog box appears. From there, select
the customer number, enter a subject, description, and select an installation, system, and component.
More Information
For detailed information, consult the FAQ at https://support.sap.com/kb-incidents/chat.html
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11
Configuration and Administration of IT
Service Management
Use
As an administrator, you configure IT Service Management and adjust its user interface in various ways. Most
of the functions you need for daily administration tasks are located in the navigation bar under Master Data and
Service Operations.
Features
● Setting up IT Service Management
Use SAP Solution Manager Configuration and perform all mandatory and the optional steps that are
relevant for your scenario.
For additional configuration options, use the Customizing.
For more information, see Configuration of IT Service Management [page 100].
● Administering IT Service Management by using the WebClient UI
Check and enhance the master data and use Service Operations to enhance the configuration.
○ Master data, such as organization model and services
For more information, see Master Data [page 102].
○ Service operations, such as categorization schemas, mail forms, rule policies, and surveys
For more information, see Service Operations [page 112].
○ Configuring special topics in IT Service Management
See the documentation in this section.
User Interface
● You can adjust the user interface of the WebClient UI to reflect your business requirements and corporate
identity using a range of framework tools.
For more information, see the SAP Library for SAP Customer Relationship Management in the SAP Help
Portal, under http://help.sap.com/crm
<current release>
Application Help
WebClient UI
Framework .
● You can add custom fields and tables to existing transaction types, using the application enhancement
tool.
For more information, see the SAP Library for SAP Customer Relationship Management in the SAP Help
Portal, under http://help.sap.com/crm
Framework
<current release>
Application Help
WebClient UI
Application Enhancement Tool .
● You can personalize the user interface.
For more information, see the SAP Library for SAP Customer Relationship Management in the SAP Help
Portal, under http://help.sap.com/crm
Framework
<current release>
Application Help
WebClient UI
User Interface Personalization .
Attributes
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You can create and edit text types, user status, and partner functions.
For more information, see the SAP Library for SAP Customer Relationship Management in the SAP Help Portal,
under http://help.sap.com/crm
●
Text Management
●
Partner Processing
<current release>
Application Help
Basic Functions :
Setting New Text Types
Best Practice
● You can set up and manage substitutes. You specify which business partner will substitute you in your
absence or which business partners you will substitute in their absence.
For more information, see Substitution [page 39].
11.1
Configuration of IT Service Management
Use
You must configure IT Service Management in SAP Solution Manager to be able to use it.
Prerequisites
● You are authorized for SAP Solution Manager Configuration.
● You have made preparatory configuration settings in the SAP Solution Manager Configuration Mandatory
Configuration and Managed Systems Configuration scenarios.
Features
● SAP Solution Manager Configuration (SOLMAN_SETUP)
You make the most important settings for IT Service Management in SAP Solution Manager Configuration
(transaction SOLMAN_SETUP) in the IT Service Management scenario. For more information, see
Configuration with SAP Solution Manager Configuration [page 101].
● Customizing
Additional settings that are not in the SAP Solution Manager Configuration are still in Customizing under
SAP Solution Manager Capabilities (Optional) IT Service Management .
In Customizing for IT Service Management, in addition to SAP Solution Manager Configuration, you can
configure the following, among others:
○ Checklists
○ Personalized E-Mail
○ Customer Surveys
○ BW - Reporting
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○ Time Recording
○ Customer-Specific Application Components
○ Settings for Processing Log
○ Worklist
○ External Service Desk Integration
○ SAP Partner (Service Provider, Software Partner)
11.1.1 Configuration with SAP Solution Manager
Configuration
Use
Using SAP Solution Manager Configuration (transaction SOLMAN_SETUP), you set up SAP Solution Manager.
Only when you completed all mandatory activities and the optional activities to configure the functions that
you want to use, you can work with SAP Solution Manager.
You configure IT Service Management mainly in the IT Service Management scenario of SAP Solution Manager
Configuration. The IT Service Management scenario is a guided procedure that supports you to configure the
functions step by step, using automatic and manual activities.
Features
● The Mandatory Configuration and Managed Systems Configuration scenarios must have been performed as
prerequisites for configuring IT Service Management.
In the IT Service Management scenario, step 1 checks if the relevant activities are performed successfully.
● In the IT Service Management scenario, the guided procedure supports you to perform the mandatory and
optional activities in the required sequence.
 Note
You must copy the transaction types delivered by SAP into your customer namespace as one of the
first activities. For more information, see the documentation in SAP Solution Manager Configuration
and the referenced report.
● The IT Service Management scenario contains configuration settings that are not available in Customizing,
such as user interface settings for IT Service Management.
Activities
1. Call the SAP Solution Manager Configuration (transaction SOLMAN_SETUP).
2. Choose the IT Service Management scenario.
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3. Perform the mandatory activities and the optional activities that are relevant for the functions that you
want to use.
For more information, see the activity documentation.
More Information
11.2
Master Data
Use
As an administrator, you can create new master data, as well as find and edit existing master data in the
WebClient UI. Master data is the data of objects that are used in IT Service Management. This data is saved in
the system for longer periods of time.
Features
You can edit the following master data, for example:
● Corporate accounts, individual accounts
For more information, see the SAP Library for SAP Customer Relationship Management in the SAP Help
Portal, under http://help.sap.com/crm
<current release>
Application Help
Master Data
Business Partners .
● Contacts
For more information, see the SAP Library for SAP Customer Relationship Management in the SAP Help
Portal, under http://help.sap.com/crm
<current release>
Application Help
Master Data
Business Partners .
● CMDB objects
For more information, see the SAP Library for SAP Customer Relationship Management in the SAP Help
Portal, under http://help.sap.com/crm
<current release>
Application Help
Master Data
Installed Base Management .
● Employees
For more information, see the SAP Library for SAP Customer Relationship Management in the SAP Help
Portal, under http://help.sap.com/crm
<current release>
Application Help
Master Data
Business Partners .
● Installed bases
For more information, see Installed Base [page 104].
● Knowledge articles and knowledge article templates
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For more information, see Processing Knowledge Articles [page 23].
● LMDB objects
For more information, see the SAP Library for SAP Customer Relationship Management in the SAP Help
Portal, under http://help.sap.com/crm
<current release>
Application Help
Master Data
Installed Base Management .
● Objects
To access all available objects.
For more information, see the SAP Library for SAP Customer Relationship Management in the SAP Help
Portal, under http://help.sap.com/crm
<current release>
Application Help
Master Data
Objects .
● Organizational model
An organizational model represents the functional organizational structure of a company.
The following elements are available:
○ Organizational units represent how the company is structured functionally (such as support team)
○ Positions represent how different functions or tasks are assigned to individual posts (such as message
processor)
For configuring organizational models, in SAP Solution Manager Configuration, see the IT Service
Management scenario,
Perform Administrative Tasks
Create Organizational Model
Determine
Support Team .
For more information, see the SAP Library for SAP Customer Relationship Management in the SAP Help
Portal, under http://help.sap.com/crm
Organization Management in SAP CRM
<current release>
Organizational Objects
Application Help
Master Data
Organizational Unit .
● Product hierarchies
To structure the service products in the service catalog.
For more information, see the SAP Library for SAP Customer Relationship Management in the SAP Help
Portal, under http://help.sap.com/crm
Products
Concepts
<current release>
Application Help
Master Data
Product Hierarchies .
● Product
For more information, see the SAP Library for SAP Customer Relationship Management in the SAP Help
Portal, under http://help.sap.com/crm
<current release>
Application Help
Master Data
Products .
● SLA metrics
For more information, see the SAP Library for SAP Customer Relationship Management in the SAP Help
Portal, under http://help.sap.com/crm
Request Management
<current release>
Management of Objectives
Application Help
Service Level Agreements (SLA)
Service
Service
Service Level
Metric (SLA Metric) .
● Service
For more information, see the SAP Library for SAP Customer Relationship Management in the SAP Help
Portal, under http://help.sap.com/crm
<current release>
Application Help
Master Data
Products .
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More Information
For more information about master data in SAP Customer Relationship Management, see the SAP Library for
SAP Customer Relationship Management in the SAP Help Portal, under http://help.sap.com/crm
<current release>
Application Help
Master Data .
11.2.1 Installed Base
Use
The installed base or IBase is a multi-level structure that contains installed base components. With installed
bases, you manage the objects in the customer's system landscape. SAP Customer Relationship Management
provides IBase.
In SAP Solution Manager, the landscape management database (LMDB) represents the system landscape. The
LMDB is created from the system landscape directory (SLD). In the IT service provider scenario, the
REFRESH_ADMIN_DATA_FROM_SUPPORT job provides the LMDB with data.
LMDB replicates data to the IBase as IBase object components (IObjects). IBase object components contain
IObjects (configuration items). By default, SAP Solution Manager uses an IBase with the external ID
SOL_MAN_DATA_REP to store the IObjects. The LMDB entity is connected to the IObject by the ULA GUID, a
unique identifier used by the LMDB. Databases and host IObjects are not installed in IBase components
because they do not follow a hierarchical structure of systems and clients.
Configuration management databases (CMDB) also replicate data to SAP Solution Manager. If location
replication is active, an IBase is created for each CMDB object location. A CMDB object is replicated as an
IObject.
Users use IObjects, called reference objects or configuration items, to reference system landscape entities in
messages and change transactions they create. This allows users to report incidents and request services for
specific entities, so, for example, an IObject (configuration item) represents the device in which an incident is
detected.
Integration
Authorizations
You authorize users to use IObjects (configuration items) in authorization object SM_SDK_IBA. These
authorizations are applied at the following levels:
● USERS_OWN (individual level) grants access to objects that are assigned directly to the user as follows:
○ Configuration items that are assigned to the business partner of the reporter when the reporter is the
employee responsible
○ Configuration items that are identified by the external identification number assigned in the user's
business partner master
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● USERS_ORG (organizational level) grants access to objects assigned to organizations to which the user is
directly assigned, using the organization model and business partner relations such as sold-to party,
employee responsible, and external identifications.
To determine the user’s organizations, the following sources are taken into account:
○ Business partner relations: Organizations to which the user’s business partner is related as a contact
person (organization using business partner relation is contact person for)
○ Organization structure: Organization units to which the user’s business partner is directly assigned in
the organization structure.
● ALL grants full access to all objects. The user can use all configuration items.
Prerequisites
● You have performed the following activities in SAP Solution Manager Configuration:
○ For LMDB replication:
Mandatory Configuration
Infrastructure Preparation
Configure CRM Basics
○ For CMDB replication:
In
Basic Configuration
Schedule Jobs , you have scheduled job AI_CRM_AIDIAGNOTIF_CREATE.
This job should be scheduled daily. It copies changes from the LMDB or the CMDB to the IBase.
Activities
Creating IBase Components
Initially, you create IBase object components and IObjects for LMDB objects in SAP Solution Manager
Configuration, in the Infrastructure Preparation scenario, Configure CRM Basics step.
 Note
To disable the LMDB to IBase replication, you can deactivate the AI_CRM_LMDB_NOTIF_CONS_IMPL BAdI
implementation for the BADI_LMDB_NOTIFICATION BAdI.
To disable the CMDB to IBase replication, you can deactivate the BADI_DIAG_NOTIF_LISTENER_CMDB
BAdI implementation for the BADI_DIAG_NOTIFICATION BAdI.
Subsequently, you create IBase object components and IObjects as follows:
● For LMDB objects: use transaction Create and install I-Objects for LMDB (IB_GEN).
You can also use this transaction to load specified systems manually.
● For CMDB objects: use the AI_CRM_IBASE_CMDB_GENERATE_71 report to initially load data from the
CMDB, manually.
Checking IBase Components
You can check whether the LMDB and the IObjects are linked correctly in the LMDB, Change Installed Base
(transaction IB52), and in the IT Service Management master data.
For more information about checking IBase components, see knowledge base article 2012029
IBases - how to clean up.
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Deleting Duplicate IBase Components
If you have detected that duplicate IBases are created for the same system or client, identify which duplicates
should be deleted. When you detect an IBase component with an empty ULA_GUID or with an ULA_GUID value
that differs from the one in the SAP_GUID in the LMDB, then the IBase component is a candidate for deletion.
For more information about deleting duplicate IBase components, see knowledge base article 2012029
Duplicate IBases - how to clean up.
Archiving IBase Components
Deletions from LMDB are replicated as follows:
● The system locks the related object.
● The system moves the corresponding IBase component to an archive IBase.
Locked objects behave as follows:
● When a user selects a locked object from the Details assignment block, an error message is displayed.
● If configured, users can find locked objects when searching for change transactions and messages, to
search for change transactions and messages to which a locked object is assigned.
As an administrator, you configure the system so that users can find locked objects if the objects are locked or
archived as follows:
● For the required user and client, in table AIC_OBJECT_CONF, set the SEARCH_LOC property to X.
More Information
Installed Base Management in the SAP Library for SAP Customer Relationship Management at http://
help.sap.com/crm
<current release>
Application Help
<language>
Master Data
Reference Objects [page 53]
11.2.2 Configuring Business Partners
Definition
Business partners are parties in which your company has a business interest.
Business partners are used to represent a person or user or an organization that is involved in message
processing, for example, as reporter, processor, or sold-to party. Business partners are used in all IT Service
Management transactions types. When creating business partners, you provide general information such as
name and address.
Business partners are structured as follows:
● Business partner categories
○ Person is an individual.
○ Organization represents an entity such as a company or organizational unit.
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● Business partner roles
The roles you assign to a business partner reflect the business functions it has and the business
transactions in which it will be involved.
You can assign more than one business partner role to a business partner.
● Business partner relationships
A business partner relationship is a business-relevant connection between two business partners. For
example, person X has relationship is contact person of with organization Y.
For more information about the business partner roles in IT Service Management, see Roles in IT Service
Management [page 11].
Activities
Creating Business Partners
You can create business partners manually using the Maintain Business Partner transaction (BP), and you can
use reports to automatically create and update business partners for the reporter role.
Prerequisites
Make sure that the following mandatory automatic activities are executed successfully in SAP Solution
Manager Configuration, in the Basic Configuration scenario, Configure Basic Functions step:
● Prepare Business Partner Change
● Generate Business Partner Screen
Creating Business Partners in the Standard Scenario
Use the Create User or Business Partners Automatically transaction (BP_USER_GEN).
For more information, see Creating Users and Business Partners Automatically [page 109].
Creating Business Partners in the IT Service Provider Scenario
Use the Generate Business Partners and System Users for IT Service Providers report.
For more information, see Generating Business Partners and Users for IT Service Providers [page 112].
Manually Creating Business Partners
If you create business partners in the Maintain Business Partner transaction, make sure that you configure the
following:
Reporter
● Business partner category: person
● Business partner roles:
○ Business Partner (Gen.), Financial Services BP; these roles are created by default when creating a
person directly in transaction Maintain Business Partner.
○ If the reporter should also have access to the SAP Solution Manager system, add the business partner
roles Contact Person (for working with the WebClient UI) and Employee.
● Managed systems from which the message reporter can report incidents (IDType CRM001): In the business
partner role Business Partner (Gen.), on the Identification tab page, enter the managed systems in screen
area Identification numbers.
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● In the business partner role Employee, on the Identification tab, enter the SU01 user in the User Name field.
Processor, Dispatcher, Administrator, Single Point of Contact
● Business partner category: person
● Business partner roles: Business Partner (Gen.), Financial Services BP, Contact Person, Employee
● In the business partner role Employee, on the Identification tab, enter the SU01 user in the User Name field.
Sold-To Party
● Business partner category: organization
● Business partner roles: Business Partner (Gen.), Financial Services BP, Sold-To Party
● Configuring Business Partner (Gen.)
○ In the standard scenario: On the Identification tab page, Identification Numbers screen area, the
customer number of your company with ID Type SP0001.
○ In the service provider scenario: On the Identification tab page, Identification Numbers screen area, ID
Type SP0001 and ID Type SP1001 with the same SAP customer number.
○ In the software partner scenario: Every time an incident (for component XX-PART*) is reported in your
SAP Solution Manager system, a business partner of category organization is created that represents
the customer number that created the incident.
Support Team Partner
If configured, the system creates this business partner when you create an organization model in the WebClient
UI.
● Business partner category: organization
● Business partner roles: Business Partner (Gen.), Financial Services BP, Organization Unit
For more information about the configuration, see SAP Note 550055
business partner.
EBP/CRM: New integration for
Assigning Business Partner Numbers
When creating a business partner, the system assigns a business partner number.
● By default the system assigns an internal number. This means that the system assigns a consecutive
number from a number range that is defined by the account group.
● With external number assignment, you define a number range that allows for alphanumerical number
assignment. The system checks whether the number you enter is unique and within the number range
defined by the account group.
For information about configuring external number assignment, see the Customizing under
Customizing Implementation Guide
Partner
Basic Settings
Cross- Application Components
SAP Business Partner
SAP
Business
Number Ranges and Groupings .
Creating Business Partner Relationships
1. In Maintain Business Partner, display a business partner.
2. Choose Relationships and configure the relationships the business partner has to other business partners.
3. Save your entries.
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More Information
For more information about business partners in SAP Customer Relationship Management, see Business
Partners in the SAP Library for SAP Customer Relationship Management in the SAP Help Portal, under http://
help.sap.com/crm
<current release>
Application Help
Master Data .
11.2.3 Creating Users and Business Partners Automatically
Use
To ensure that the users of the managed systems can, for example, check the processing status of support
messages in SAP Solution Manager, they must be created as users and business partners (with the employee
and contact person roles) in SAP Solution Manager. Transaction BP_USER_GEN determines new users in the
managed systems.
You can perform the following functions:
● List new users by comparing SAP Solution Manager and managed systems:
○ As administrator, check in which managed systems there are new users.
○ As SAP partner, find new managed systems for a customer and/or new users in a customer’s managed
systems.
● If your security policy permits it, you can automatically create or update new users and business partners
in SAP Solution Manager.
 Recommendation
Schedule report AI_SDK_USER_BP_GEN to run the transaction regularly.
Prerequisites
● The ST-PI plug-in is installed in the managed systems.
● Users created in SAP Solution Manager must exist in the managed system with an e-mail address or the
same user name. These are their central identification attributes.
● For scheduling the report: You are authorized to use transaction SE38 and to run the report.
Activities
Execute in test mode
Test mode is the default mode, to initially simulate the result.
1. To restrict users by change date, in the Select Users from Managed System group box, choose Select via
last changed Date.
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○ Enter the RFC destinations you want to consider.
○ To search for users by existing RFC connections between SAP Solution Manager and managed
systems of type READ, choose Existing Read RFCs.
○ To use enhanced authorizations to search for users, choose Trusted RFCs.
Use this option, for example, if you did not find the users you expected to find.
○ Enter the selection date in the Users changed since field to check which users have been added since
the entered date. The system date is set as the default.
2. To restrict users by user name, in the Select Users from Managed System group box, choose Select via User
Name.
○ Enter an RFC connection in the field RFC Connection.
○ Specify which users you want to take into account, under Users.
3. In the Users group box, under Get Users and Business Partners by, choose whether to get users by their email address or user name.
4. To create business partners automatically, choose Create Business Partner (BP).
To ensure that newly created business partners can log on to SAP Solution Manager, they must also be
created as users.
5. To update the identification numbers of already created business partners, choose Update Business
Partners (BP).
6. To update the master data of the business partner with the master data from the managed system, choose
Update BP Master Data as well.
 Note
Available only if you select users by user name from the managed system and entered an RFC
destination.
7. To create users automatically, proceed as follows:
○ Choose Create Users.
○ Choose users creation options:
○ Enter the name of a template or reference user.
○ Specify whether the users receive the SAP Solution Manager logon password by e-mail.
 Caution
Only choose Send Mail to New Users if the security policy permits sending passwords by email.
8. In the Program group box, choose the execution options:
○ To display all details, choose Display Details.
To display only called RFC connections, summaries of subfunctions and error messages, remove the
checkmark.
○ To also display invalid users, to whom no e-mail address is assigned in the managed system, deselect
Hide Skipped Entries.
○ Make sure that the Test Mode check box is selected.
The system shows the result of the simulation.
9. Choose Execute.
The system checks the RFC connections to the managed system and, depending on the execution option,
also displays the following information:
○ Which systems were not reachable and for what reason (for example, no current ST-PI plug-in
installed)
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○ The total number of new users in each managed system that can be processed
○ Which new users could be identified using an e-mail address or a user name, and are therefore valid
users
The valid users are selected and can be automatically created as users and business partners in the
SAP Solution Manager system.
○ Which new users have already been created as users and business partners in SAP Solution Manager.
If a business partner has already been created, the system checks whether the identification numbers
in SAP Solution Manager and in the managed systems match, and whether the Team Member role has
been assigned to the user.
If the identification numbers do not match, the system adds the correct identification number for the
business partner in SAP Solution Manager.
If SAP Solution Manager is operated by an SAP partner and data separation is active, the customer
number is also added.
○ Which new users and business partners the system would create because they have not been created
in SAP Solution Manager yet.
○ Whether central user administration (CUA) is active.
If CUA is active, the CUA master system is displayed. In this case, the transaction creates users in the
system.
Create Users or Business Partners Automatically in SAP Solution Manager
 Caution
Create users and business partners automatically only if your company’s security policy allows this. If not,
create the users and business partners manually.
 Caution
You can only manually undo the creation of users and, in particular, business partners, with considerable
manual effort.
1. To actually create or update the users and business partners, deselect Test Mode.
2. Execute the transaction again.
Depending on the settings, the system creates new users and business partners or updates existing
business partners.
 Note
When creating or updating business partners: If for the systems that are assigned to the business
partner, in the LMDB, a business partner is assigned with partner function Sold-to-Party (00000001),
then the transaction creates a relationship of type is contact person for for the newly created or
updated business partner.
More Information
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11.2.4 Generating Business Partners and Users for IT Service
Providers
Use
Using the Generate Business Partners and System Users for IT Service Providers
(AI_SDK_SP_GENERATE_BP_V2) report, you can create and lock users and business partners in the SAP
Solution Manager system. The report automates the creation of users and business partners for all existing
customer numbers of an IT service provider and transfers all address data.
The report does not connect to SAP because job REFRESH_ADMIN_DATA_FROM_SUPPORT fetches the
necessary data.
Prerequisites
● The report is only relevant for IT service providers.
● You have the authorizations to execute the report.
More Information
For more information, see the report documentation.
11.3
Service Operations
Use
In Service Operations, you configure several settings to support message handling in IT Service Management.
Features
 Note
You can also configure several settings for IT Service Management in SAP Solution Manager Configuration,
such as service level agreements or setting up users, business users, and organizational units.
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You can configure the following, for example:
● Activities
In IT Service Management, you can create tasks, E-Mails, and deadlines.
For more information, see the SAP Library for SAP Customer Relationship Management in the SAP Help
Portal, under http://help.sap.com/crm
Application Help
<current release>
Basic Functions
Actions .
● Categorization Schemas
Specify the multi-level categories and their hierarchy.
You activate and configure sample categorization schemas in the SAP Solution Manager Configuration, IT
Service Management scenario, Perform Optional Configuration Configure Manually step.
For more information about categorization schemas and multi-level categorization, see the SAP Library for
SAP Customer Relationship Management in the SAP Help Portal, under http://help.sap.com/crm
<current release>
Application Help
Basic Functions
Multi-Step Categorization .
For information about using auto complete with incidents, see the SAP Library for Customer Relationship
Management in the SAP Help Portal, under http://help.sap.com/crm
Application Help
Basic Functions
Multilevel Categorization
<current release>
Auto Suggest .
● Mail Forms
Specify mail forms to send formatted E-Mails.
For more information, see the SAP Library for SAP Customer Relationship Management in the SAP Help
Portal, under http://help.sap.com/crm
Marketing Objects and Functions
Release SAP CRM 7.0
Application Help
Marketing
Core
Personalized E-Mails .
● Rule Policies
You specify rule policies to automate tasks, such as assigning the workflow tasks for processing service
requests, which specify who performs which processing step, and in which order.
For more information, see Rule Policies [page 32].
For more information about using rule-based dispatching with incidents, see the SAP Library for Customer
Relationship Management in the SAP Help Portal, under http://help.sap.com/crm
CRM 7.0 or higher>
Application Help
Service
Generic Functions in Service
<Release SAP
Rule-Based
Dispatching of Service Transactions .
● Survey
To create surveys, specify the questions and their sequence.
For more information, see the SAP Library for SAP Customer Relationship Management in the SAP Help
Portal, under http://help.sap.com/crm
<current release>
Application Help
Basic Functions
Survey Tool .
More Information
For more information about service operations data in SAP Customer Relationship Management, see the SAP
Library for SAP Customer Relationship Management in the SAP Help Portal, under http://help.sap.com/crm
<current release>
Application Help
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11.4 Configuring Single Sign-On in SAP Solution Manager of
Partner
Use
A partner provides an SAP Solution Manager to which a customer can log on in single sign-on mode by using a
certificate.
This section describes configuring single sign-on by using a certificate from SAP Support Portal.
Prerequisites
● Solution Manager 7.1 or higher
● You have administrator authorizations assigned.
Procedure
 Note
Some activities are performed by the partner and some activities are performed by the customer.
Step 1: Set Up HTTPS
1. In the system running SAP Solution Manager, call the ICM Monitor (transaction SMICM) and choose
Sevices.
2. Check whether HTTPS is available and active.
3. To set up HTTPS, call Maintain Profile Parameter (transaction RZ10), and enter the system profile name.
4. Select Instance profile, and in the Edit Profile screen area, select Extended Maintenance and choose
Change.
The Maintain Profile screen appears.
5. Choose New Parameter.
6. Enter the following data:
Parameter name: icm/server_port_<free number>
Parameter values:
○ PROT = HTTPS
○ PORT = <free port, for example 420$$>
○ TIMEOUT = <number, 240 is default>
○ PROCTIMEOUT = <number, 600 is default>
7. Save your entries.
8. Restart the system.
9. To check whether HTTPS is available and active, call the ICM Monitor (transaction SMICM) and choose
Sevices.
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 Note
If HTTPS is not active, the row is yellow and the Actv column is empty.
10. To activate HTTPS, call Trust Manager (transaction STRUST) and select SSL service Standard. In the
context menu, choose Create.
The Create PSE screen appears.
11. Confirm the default entries.
The SSL server is active.
Step 2: Request Certificate
The partner performs this activity to retrieve the Certification Authority (CA) and to test single sign-on.
The customer performs this activity to activate single sign-on.
1. Open https://support.sap.com/en/my-support/single-sign-on-passports.html
SAP Passport
and choose Applyi for an
2. Enter the S-user password and confirm your entries.
The certificate is installed in your browser.
For more information about browser settings for single sign-on, in the Applying for an SAP Passport screen, see
Single Sign-On with SAP Passports (https://support.sap.com/en/my-support/single-sign-on-passports.html
).
Step 3: Configure SAP Solution Manager to request the certificates signed from SAP Passport CA
Prerequisite: The partner has a certificate for an S-user from SAP Support Portal.
1. Open the browser with which you call the SAP Solution Manager WebClient UI.
2. Save the SAP Passport CA in format X.509 (CER).
 Note
Depending on the browser version, there are different ways to save the certificate. For more
information, refer to the browser documentation.
3. To import the certificate, in the SAP Solution Manager system, call Trust Manager (transaction STRUST)
and under SSL server Standard, select the server.
The SSL server Standard screen appears.
4. Choose Import Certificate.
The Import Certificate screen appears.
5. In the File tab page, upload the certificate in Base64 format, and save your entries.
6. In the SSL server Standard screen, choose Add to Certificate List.
Step 4: Create link between SU01 User and S-User Certificate
1. In the SAP Solution Manager system, call ABAP Editor (transaction SE38) and call report RSUSREXTID.
2. Enter the following parameters:
○ User: <S-user from SU01 for which you want to enable the logon with the s-user
certificate>
○ External ID type: DN
○ Prefix of External Name: CN=
○ Suffix of External Name: , OU=SAP Support Portal, O=SAP Trust Community, C=DE
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○ Make sure that Test Mode is deselected.
○ Execute the report.
Step 5: Activate SSL for SAP Solution Manager System
For more information, see SAP Note 1531399
.
1. In the SAP Solution Manager system, call Maintain Services (transaction SICF).
2. In Service Name, enter the service for which you want to configure SSL and execute the transaction.
3. Choose the service.
4. In the Logon Data tab page, in the Security Requirement screen area, select SSL.
5. Save your entries.
Result
The S-user can log on in single sign-on mode by using the SAP Certificate.
11.5
Forwarding Incidents to SAP Outside Business Hours
(IT Service Providers)
Use
If key users at customers of an IT service provider report incidents outside of business hours, they want the
incident to be processed soon. Therefore, for the incident transaction type for IT service provider (SMIV) with
priority Very High, it is configured that the incidents are directly forwarded to SAP during this time.
The incidents are forwarded using the SMIV_VAR_SEND_SAP_AUTO action in the SMIV_VAR action profile.
Procedure
An incident is automatically forwarded to SAP as follows:
1. The key user reports an incident with Very High priority outside of the business hours of their IT service
provider.
The system sets the Send to SAP automatically indicator automatically and executes the
SMIV_VAR_SEND_SAP_AUTO action.
The incident is automatically sent to SAP directly, without involving the support at the IT service provider.
2. During incident processing, every time when the incident is saved, the SMIV_VAR_SEND_SAP_AUTO
action is triggered, and is executed successfully when the following conditions are met:
○ The Send to SAP automatically indicator is set.
○ The current status is Send to SAP (E0004) or Send to Support (E0010) (configurable in action
SMIV_VAR_SEND_SAP_AUTO)
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○ There is a text in text type Additional information (SU30) (configurable in action
SMIV_VAR_SEND_SAP_AUTO).
If the key user has limited authorizations, for example, can only display certain text types, when the Send to
SAP automatically indicator is set, the Reply from SAP (SU11) and Information from SAP (SU16) text types
are copied to Reply (SU01), so that the key user can display the text from SAP.
3. When the SAP support replies, the incident is directly sent to the reporting key user, without involving the
support at the IT service provider.
4. When the key user writes a reply, by default, the text is stored in text type Additional information (SU30)
and the incident status changes to Send to Support (E0010), so that the SMIV_VAR_SEND_SAP_AUTO
action is executed successfully and the incident is sent to SAP.
 Note
For a business partner of type Organization, you specify business hours in Maintain Business Partner (BP),
in the Control tab page, by opening Calling Hours.
Manually Forwarding an Incident to SAP
A processor at the IT service provider can forward an incident to SAP, because, for example, they want to
involve SAP support in solving the incident.
You can configure to where the reply from SAP is routed.
Default configuration:
1. At any time in incident processing, a processor at the IT service provider can send an incident to SAP.
2. By default, when SAP replies to the incident, it is routed back to the processor at the IT service provider.
3. When the incident is solved, the processor forwards the solution to the reporter.
 Note
If you want the reply from SAP to be directly routed to the reporting key user, instead of to the processor,
implement SAP Note 1798126 .
11.6
Archiving
You archive existing objects to be able to delete them from the current production systems.
Archiving Messages
Archiving of messages, such as incident or problems, is similar to archiving in SAP Customer Relationship
Management.
For more information, see SAP Note 1758090
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Archiving Installed Bases
When entities are deleted from the LMDB, the system replicates the deletion to the IBase so that the objects
can no longer be used in messages and change transactions.
For more information, see Installed Base [page 104] > Archiving IBase Components.
11.7
OData Service for Incident Creation
Definition
You can use the AI_CRM_GW_CREATE_INCIDENT OData service to create incidents from any client application
that is able to access this service via the SAP Gateway.
The AI_CRM_GW_CREATE_INCIDENT OData service is stored in the AI_CRM_GW package, in the
AI_CRM_GW_CREATE_INCIDENT project.
Structure
The AI_CRM_GW_CREATE_INCIDENT OData service is defined as follows:
Entity Types
Incident
Use Incident to create incidents using the POST OData request on the IncidentSet entity set.
Use the following properties to pass values for incident creation:
● ProcessType: Process type of the incident
● Description: Short text of the incident
● CategoryId: Category ID for the incident (optional). If you provide this property, you must also provide
CategoryAspectId and CategoryCatalogType.
● CategoryAspectId: Aspect ID related to the category (optional)
● CategoryCatalogType: Catalog type related to the category (optional)
● SAPComponent: SAP component for which the incident is created (optional)
● LongText: Long text that describes the incident
● Priority: Priority of the incident
● ConfigurationItemId: If the incident reports an issue for a given configuration item (for example, a
system), the configuration item can be linked to the incident (optional).
● Partner1: Business partner 1 of incident
● PartnerFct1: Business function of partner 1. If it is not provided, business partner 1 is of Reporter
business partner function.
● Partner2: Business partner 2 of incident
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● PartnerFct2: Business function of partner 2. If it is not provided, business partner 2 is of Contact
Person business partner function.
● Partner3: Business partner 3 of incident
● PartnerFct3: Business function of partner 3. If it is not provided, business partner 3 is of Processor
business partner function.
The following properties provide data in return after incident creation:
● Guid
● ObjectId
Value Helps
All other entities provide value help for incident creation.
You request the data using GET calls. The value helps are implemented via using the GetEntitySet service of
the entity sets.
Entity
Description
BusinessPartner
Returns business partner entities if you pass Name as a filter
select option with the “contain pattern” operator.
Use to implement a suggestion input.
The result contains the following:
●
Business partner ID in the Partner field
●
Business partner ID + first name + last name concate­
nation in the Name field
Category
Returns category entities if you pass the ProcessType as a
filter select option with the “equals” operator. You can also
pass the CategoryCatalogType as a filter select option with
the “equals” operator. If you do not provide the
CategoryCatalogType as a filter, the default value is D. With
the resulting entity list, you can implement a value help in
the form of a popover.
The CategoryLevel field provides the hierarchical level of
the given category.
The ListType field shows whether lower level (child) cate­
gories are available:
●
Available: ListType value is Navigation
●
Not available: ListType value is Inactive
If you provide the CategoryId filter select option with the
“equals” operator, you get all child categories of a
CategoryId. If you do not provide the CategoryId filter
select option, you get the first level of the category hierarchy
(CategoryLevel = 1).
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Entity
Description
Component
If you provide the CompID filter select option with the
“equals” operator or with the “contains pattern” operator,
you get all the child components of a CompID. If you do not
provide the CompID filter select option, you get the first level
of the SAP component hierarchy (CompLevel = 1).
The CompListType field shows whether lower level (child)
categories are available:
●
Available: CompListType value is Navigation
●
Not available: CompListType value is Inactive
The CompSelectable field returns X if the SAP component
can be selected for an incident.
Configuration Item
Returns configuration item entities by using a “contains pat­
tern” search on the Description filter select option. It
searches in all configuration item fields with
*search_value*.
The result contains, among others, the following properties
with specific scopes:
●
Specific to system: ExtendedSid,
InstallationNumber, SystemNumber, SystemType
●
Specific to ABAP system: Client
●
Specific to host: HostName
●
Specific to CMDB: SerialNumber, Manufacturer,
Location
Priority
Returns a list of possible priorities as code and description
value pair.
No filters are implemented.
Process Type
Used to return a list of all possible process types for which
incidents can be created.
Returns the process type code, the language and a short and
long description.
No filters are implemented.
Integration
You use SAP Gateway Service Builder (SEGW) on SAP Gateway to display services.
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