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How to customize your Work Center Page on ITSM?

Hi all,

Last month, our customer gave us a request – “they wanted to see Time Recording assignment of their Key User screen“. It sounds easy and in your mind, you think that it’s very logical requirement, customer want to see Time Recording for each ticket, so they could manage the effort for their requests which had been sent to VAR, what they are paying for.

As usual, users used Personalize button for editing default Work Center page of their own and they just need to be assigned by right authorization. Such as with this case, authorization object SM_TIMEREP need to be maintained under Key User roles. But the issue is even I maintained that authorization object in Key User roles, there are no Time Recording assignment block is available for assigning to Key User from Personalize. So, what’s the issue really?

I have try a lot of things, such as mixed roles between Processor and Key User, to find exactly which role responsible for Time Recording assignment block. But all combinations are failed, there are no specified roles for Time Recording assignment block, but Business Role SOLMANPRO. And follow SAP standard, we could not assign Business Role SOLMANPRO to Key User.

It’s really a big challenge, but fortunately, SAP has provided us a useful tool to customize Work Center Page based on build-in UI Component. You can use that tool via Tcode BSP_WD_CMPWB – UI Component Workbench.

Now is the time to identify which UI Component is being used by Key User when they open a ticket.

1. Logon to ITSM under Key User account and open a In-progress ticket. Why? Because you cannot edit a Confirmed ticket, and you cannot identify UI Component if you cannot edit a ticket.

2. Click Edit, and put cursor in any box.

Now you know, the UI Component is being used by Key User when they open a ticket is AIC_IM_REQ_H.

Similarly, I logon as a Processor, open an In-progress ticket, edit it and press F2, I know the UI Component is being used by Processor when they open a ticket is AIC_INCIDENT_H.

And they have different purposes:

  • AIC_IM_REQ_H/IncidentHeaderEF: it’s corresponding with Summary area on the screen when you open a ticket under Key-User. It contains all information about ticket.

  • AIC_IM_REQ_H/IncidentOV: it’s corresponding with the whole page when you open a ticket, included 3 areas as below.

Now double click on AIC_IM_REQ_H/IncidentOV, choose tab Configuration on the right. Sometimes, you will be asked to logon.

We copy all tags that we have copied from AIC_INCIDENT_H before to right places in this file.

Note: should pay attention on the name of UI Component AIC_IM_REQ_H and AIC_INCIDENT_H, we should replace AIC_INCIDENT_H with AIC_IM_REQ_H if it’s mentioned in any tags before paste to the file.

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