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Function documentationWorking with IT Service Management

 

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.

Prerequisites

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.

Features

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 Start of the navigation path http://help.sap.com/crmInformation published on SAP site Next navigation step <current release> Next navigation step Application Help Next navigation step Basic Functions Next navigation step Worklist End of the navigation path.

  • 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 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.

      End of the note.

      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.

More Information

WebClient UI