Overview
As of SAP Solution Manager 7.1, the ITSM transaction types are available on new user interface based on CRM Web Client UI Framework. This new CRM User Interface provides many standard fields to input various parameters, which suffices requirement in many cases, for creating an Incident or Service Request in ITSM. But many times SAP Customer asks to have more fields on UI to input some additional information during creation of an Incident or Service Request. Sometimes those additional requirements can be fulfilled by utilizing standard additional fields already available which can be added in the UI with simple CRM UI Configuration and doesn’t requires any CRM UI Developments.
This document provides information, with some example cases, on how we can utilize the standard available fields in CRM UI with UI Configuration.
Case 1: Requirement of Place holder ‘Created By’
In case of a Central Service Desk where End-User reports the issues/incidents by mail or call to Central Service Desk Team and this team creates incident in Solution Manager Service Desk. In this scenario while creating an Incident you can input the End-User BP ID in the default UI Field ‘Reported By’ but if you want to specify the Incident Creator, by default there is no field to enter this parameter.
Here, we can utilize the standard available field “Created By’ by configuring CRM User Interface with following steps,
- Open the CRM UI window by executing the transaction SM_CRM in Solution Manager 7.1
- Enable Configuration Mode from Home Screen by clicking on Personalize -> Personalize Settings and select option ‘Enable Configuration Mode’ and save the settings.
- This will enable the Configuration Tool buttons in CRM UI as shown below.
- Click on Create - > Incident, which will open the New Incident Creation Screen.
- Now, to add an additional field ‘Created By’ in this screen, click on ‘Show Configurable Areas’ button and select the area on screen to open the UI configuration Dialog and click on ‘Show Available Fields’ option.
- Open “BTADMINH” folder, select “Created By” field and click on Add Field as show below.
- Click on ‘Save and Close’ to save the configuration and close the configuration dialog.
- Click on ‘Hide Configurable Areas’ to revert into normal mode.
Now ‘Created By’ field is available in Incident Screen and Value of that field will get published with the Business Partner of Incident Creator.
Case 2: Requirement to input ‘Estimated Efforts’ for resolving an Incident.
There can be a requirement of entering an Estimated Efforts for processing and resolving an Incident. This can be fulfilled by enabling the available field “Estimated Efforts” same way as described with above steps. You can find this field in folder BTADMINH as shown below,
You can rename the Field and mark it as a Mandatory as well in the Field Properties. By clicking on the 'Show Field Properties' new window showing properties of selected field will be opened beside where you can rename the Field, mark it as Mandatory, etc.
Case 3: Requirement to have Substatus for a specific User Status of an Incident.
Sometimes SAP Customer asks to have Substatus for a specific User Status of an Incident. For example, in status ‘Customer Action’ customer would like to add Substatus as ‘Incomplete Detail’ or ‘Need More Data’. In this case we can additional drill down filed which set a more detailed status based on the main user status. It can be used to display the different reasons of why a status is assigned. You can define more than one substatus for each main user status.
You can also activate BAdI Implementation (AI_CRM_IM_STATUS_CHECK_CHANGE) to check the Status-Dependent required fields. While changing the user status this BAdI checks the required UI fields, if those fields are empty, an error message will be displayed and the user status will not change.
You can add your custom substatus values for custom status profile by customizing IMG path SAP Solution Manager -> Capabilities -> IT Service Management -> Status Profile -> Specify Substatus Values
By default SAP has delivered some substatus for main user status in Standard Status Profile. To create a custom substatus for custom status profile, click on New Entries.
Mention here the Custom Status Profile, main user status for which the substatus is to be maintained, the Substatus short name and long name.
Enable the UI field ‘Substatus’ with UI configuration tool,
Now based on the user status, the substatus field will be activated and you will get drill down option to select the substatus.
Summary
These are some example cases of utilizing the available fields in ITSM for CRM User Interface. There are more fields available which can be utilized as per the requirements.
For more information on ITSM and CRM UI Framework, please refer below URLs,
http://wiki.sdn.sap.com/wiki/display/SAPITSM
http://wiki.scn.sap.com/wiki/display/CRM/CRM+Web+Client+UI+Framework
http://scn.sap.com/community/it-management/alm/solution-manager/blog/2013/12
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