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.
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.
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
.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.
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.
Change Request Management
Change Request Management manages SAP Solution Manager projects (maintenance, implementation, template, and upgrade) from end to end.
For more information, see Change Request Management.
IT Service Management
IT Service Management is your central point of access to message processing.
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.
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.
Reports
IT Service Management offers reporting to get current information about message processing.
For more information about reporting, see Reporting in IT Service Management.
Service Operations
You can configure the generic settings that are available in IT Service Management.
For more information, see Service Operations.
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.