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Function documentationIncident Management in the WebClient UI Locate this document in the navigation structure

 

The WebClient UI is a Web-based user interface. In the WebClient UI, you can perform your daily IT Service Management tasks in SAP Solution Manager quickly and easily.

Prerequisites

You have the authorization required for your IT Service Management role.

Features

Depending on your role, you can call the following functions in the navigation bar:

  • Home

    The SAP Solution Manager IT Service Management start page is the access point for your daily work. Depending on your role, various functions are displayed for quick entry to creating and processing messages.

    The following functions provide a quick entry to the message search:

    • My saved searches

      You can use this function to access search queries that you created. This allows you to find messages on certain topic faster, for example.

    • Search function

      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.

    For more information about the search function, see SAP Help Portal, under   http://help.sap.com/crm   <Release SAP CRM 7.0 or higher>   Application Help   Getting Started with the WebClient UI   Search   Central Search  .

  • Worklist

    The worklist is the central access to processing the following transaction types:

    • Change request

    • Incident

    • Problem

    • Service request

    Each of these offers various functions and navigation options.

    For more information about the functional scope of the worklist, see SAP Help Portal, under   http://help.sap.com/crm   <Release SAP CRM 7.0 or higher>   Application Help   Basic Functions   Worklist  .

  • Calendar

    The calendar shows tasks and other schedulable activities.

    For more information about the functional scope of the calendar, see SAP Help Portal, under   http://help.sap.com/crm   <Release SAP CRM 7.0 or higher>   Application Help   Basic Functions   Managing appointments  .

  • E-Mail Inbox

    The inbox shows the E-Mails in the inbox of your E-Mail programs, depending on the settings.

    For more information about the functional scope of the inbox, see SAP Help Portal, under   http://help.sap.com/crm   <Release SAP CRM 7.0 or higher>   Application Help   Basic Functions   E-Mail   Inbox  .

  • Master Data

    Master data is the basic data in the system that employees use in business transactions.

    For more information on master data management, see Master Data Management.

  • Change Request Management

    Change Request Management manages SAP Solution Manager projects (maintenance, implementation, template, and upgrade) from end to end:

    For more information about Change Request Management, see Change Request Management.

  • Incident Management

    Incident management is your central point of access to message management.

    You use the following functions in the Incident Management initial page:

    • Search for activities, incidents, incident templates, service requests, service request templates, problems, problem templates, knowledge articles, etc.

      For more information about the search function, see   http://help.sap.com/crm   <Release SAP CRM 7.0 or higher>   Application Help   WebClient UI Framework   Search Functions  .

    • Creation of incidents, incident templates, service requests, service request templates, problems, problem templates, and knowledge articles, etc.

      For more information about the various message types, see   http://help.sap.com/crm   <Release SAP CRM 7.0 or higher>   Application Help   Service   Service Request Management   IT Service Management  .

    • Reports

      With ITSM BW Dashboard, you go to the IT Service Management Dashboard Reporting.

      With ITSM BW Reporting, you go to the IT Service Management Reporting in the WebClient UI, which is based on the BW Reporting infrastructure.

      With Solution Manager Reports, you go to the Business Warehouse Message Reporting Reports in the Incident Management work center.

      For more information about reporting, see Reporting in IT Service Management.

  • Service Operations

    You configure the basic settings that employees use in message management.

    For more information on basic functions, see Administration.

  • Create quick access function

    You can use this fast access to create various transaction types in IT service management, quickly. Various transaction types are shown, depending on the configuration and your role.

  • Recent Items quick access function

    You can use this fast access function to quickly access the messages that you created or processed most recently.

  • Quick access Common Tasks

    You can perform the functions shown in the navigation bar, under Common Tasks, in each WebClient UI screen.

More Information

For more information about the user interface for the WebClient UI, see   http://help.sap.com/crm   <Release SAP CRM 7.0 or higher>   Application Help   Getting Started with the WebClient UI  .

For more information about personalizing the display, see   http://help.sap.com/crm   <Release SAP CRM 7.0 or higher>   Application Help   Getting Started with the WebClient UI   Personalize   Personalize User Interface  , and   http://help.sap.com/crm   <Release SAP CRM 7.0 or higher>   Application Help   Getting Started with the WebClient UI   Personalize   Personalize Pages  .

For more information about the WebClient UI architecture, see   http://help.sap.com/crm   <Release SAP CRM 7.0 or higher>   Application Help   WebClient UI Framework  .