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Function documentationWorking 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

  • 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