Actually I have some customer that are using ITSM and are really happy with the new Interface, but they say that are a lot of information when they create the Ticket or Service Request directly in ITSM and they lose focus.
I know that SAP provide a Step-by-step procedure when you are using the SOLMANREQU Business role, this blog explain you how activate this Guided procedures for your ZSOLMANPRO Business Role.
- Solman 7.1 Sp5
SPRO–> Customer Relationship Management –> UI Framework –> Business Role –> Define Business Role
Now you need to Select “SM-IM-CRG” and unselect “SM-IM-DC”, this will show the Guided procedure for the creation of the Incident.
Do the same for SM-SRQ-CR to SM-SRQ-CRG for Service Request.
Now you will see the Guided procedure when you create the Incident from ITSM
Check more information about Business Roles in https://websmp109.sap-ag.de/~sapidb/011000358700000514722011E.PDF