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Function documentationIT Service Management in the WebClient UI

 

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.

You start IT Service Management 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 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 Start of the navigation path http://help.sap.com/crmInformation published on SAP site Next navigation step <Release SAP CRM 7.0 or higher> Next navigation step Application Help Next navigation step Basic Functions Next navigation step Worklist End of the navigation path.

  • Calendar

    The calendar shows tasks and other schedulable activities.

    For more information about the functional scope of the calendar, see SAP Help Portal, under Start of the navigation path http://help.sap.com/crmInformation published on SAP site Next navigation step <Release SAP CRM 7.0 or higher> End of the navigation path and search for Appointment Calender.

  • E-Mail Inbox

    The inbox shows the e-mails in the inbox of your e-mail programs, depending on the configuration.

    For more information about the functional scope of the inbox, see SAP Help Portal, under Start of the navigation path http://help.sap.com/crmInformation published on SAP site Next navigation step <Release SAP CRM 7.0 or higher> Next navigation step Application Help Next navigation step Basic Functions Next navigation step E-Mail Next navigation step E-Mail Inbox End of the navigation path.

  • Master Data

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

    For more information, see Master Data.

  • Inbox

    The inbox gives 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 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 Start of the navigation path http://help.sap.com/crmInformation published on SAP site Next navigation step <Release SAP CRM 7.0 or higher> Next navigation step Application Help Next navigation step WebClient UI Framework Next navigation step Search Functions End of the navigation path.

    • 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 Start of the navigation path http://help.sap.com/crmInformation published on SAP site Next navigation step <Release SAP CRM 7.0 or higher> Next navigation step Application Help Next navigation step Service Next navigation step Service Request Management Next navigation step IT Service Management End of the navigation path.

    • 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 Reporting opens the Business Warehouse Message Reporting in the Incident Management work center.

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

  • Service Operations

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

    For more information, see Service Operations.

  • 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.

  • Common Tasks quick access function

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

More Information

For more information about personalizing the display, see Start of the navigation path http://help.sap.com/crmInformation published on SAP site Next navigation step <Release SAP CRM 7.0 or higher> Next navigation step Application Help Next navigation step Getting Started with the WebClient UI Next navigation step Personalizing End of the navigation path.

For more information about the user interface for the WebClient UI, see Start of the navigation path http://help.sap.com/crmInformation published on SAP site Next navigation step <Release SAP CRM 7.0 or higher> Next navigation step Application Help Next navigation step Getting Started with the WebClient UI End of the navigation path.

For more information about the WebClient UI architecture, see Start of the navigation path http://help.sap.com/crmInformation published on SAP site Next navigation step <Release SAP CRM 7.0 or higher> Next navigation step Application Help Next navigation step WebClient UI Framework End of the navigation path.