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Function documentationIT Service 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 access to creating and processing messages.

    You can search in message headers, texts, and attachments.

    Note Note

    To enable searching in existing attachments, compile the index again to include the attachments. For more information, in the Customizing for SAP Solution Manager, see Customizing activity Compile Initial Index.

    End of the note.

    For more information about searching, see Using the Search Function in the WebClient UI.

  • 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 about master data management, see Master Data Management.

  • Inbox

    The Inbox gives an overview of the e-mails that are related to incident processing. For more information, see Using Inbox.

  • 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.

  • IT Service Management

    IT Service management is your central point of access to message management.

    You use the following functions in the IT Service Management initial page:

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

      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  .

    • Create incidents, incident templates, service requests, service request templates, problems, problem templates, and knowledge articles, for example.

      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

      ITSM BW Dashboard opens the IT Service Management Dashboard Reporting.

      ITSM BW Reporting opens the IT Service Management Reporting in the WebClient UI, which is based on the BW Reporting infrastructure.

      Solution Manager Reports opens 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 canconfigure the basic settings that employees use in message management.

    For more information about basic functions, see Administration.

  • Create quick access function

    You can use this fast access to quickly create various transaction types in IT service management. 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 messages that you recently created or processed.

  • 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  .