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The time IT Service Management is launched we are gifted with this new CRM web interface for Incident or Change Request Management(ChaRM), which created a buzz across the globe within Solution Manager community. Everybody is now hoping somethings similar for other modules but not sure if that is gonna happen soon.

Of course, there are still challenges as compared to competitive tools in the market but that’s part of life. We have to appreciate the work of SAP Developers for building such nice interfaces.

I would like to share some possibilities for quickly customizing Reports for daily use which can be pretty useful for IT manager’s using IT Service Management in Solution Manager 7.1

In transaction SM_CRM, let us say we want to build a report on Incident Management.

To do so click on Incident Management and right part of screen we can see various search options available whether we would like to search incident, problem etc.

To build a report on Incidents, click Incident option under Search box as highlighted below

Below screen appears which is more like a selection screen to provide inputs. Let us say our IT manager is looking for all open or NEW status tickets.

Providing Created on date as Today’s date and Status as NEW will build a report with incidents created on today and still with NEW status.

To download this report IT manager or user has to download this using the Export options as shown below

It will be downloaded and output is generated in excel as below.

Similarly, we can produce a report with my tickets in In Process Status like shown below and can save it as a SAVED SEARCH in-case we want this to be tracked on daily basis.

This might be a challenge if we would like to build these reports daily. In this case we have excellent feature for customizing this reports as SAVED SEARCH option. To do this, provide a name for Save Search above screen and click on SAVE button as shown below.

It is easier as this is now available in the HOME page or on Top of SM_CRM as shown below under save searches option.

Further, clicking on the Go Button in front of Saved Searches name will build the same report on daily basis without entering parameter again.

If we we want to change the parameter clicking on Advanced Button next to Go button will enables us to set new parameters.

There is also delete button next to advanced button incase we need to delete this search. Click on Delete button by selecting the “Open Tickets” Saved search example in this case.

This will delete the search/customized report from the Saved Searches list.

Also, it is possible to share the search with other users using central sharing tool. More details in below link

http://help.sap.com/saphelp_crm700_ehp01/helpdata/en/93/6ae60b91154636857251089a1a68bf/content.htm

In addition , to above options there are plenty of other configuration we can do w.r.t to Business Role customizing and below links can be checked for it.

http://scn.sap.com/community/it-management/alm/solution-manager/blog/2013/10/09/quick-tip-business-role-in-solution-manager-71-itsm

http://scn.sap.com/community/it-management/alm/solution-manager/blog/2013/10/24/quick-tip-customizing-business-role-in-solution-manager-71-itsm-part-2

http://scn.sap.com/community/it-management/alm/solution-manager/blog/2013/11/15/quick-tip-customizing-business-role-in-solution-manager-71-itsm-part-3changing-workcenter-sequence

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