Customizing Service Desk UI

Hi All,

This is a broad document on customizing your whole Service Desk ITSM user interface.

The pre-defined standard CRM UI comes with multiple options like CHANGE MANAGEMENT , INCIDENT MANAGEMENT etc etc. A Customer normall doesn’t implement them all. So, how ab’t configuring the UI with only the features which customer is using and specifically add those features

Here is a look of my CRM UI. I created a service desk for my migration project with features which only customer is going to use.

Below I detail a step by step procedure to achieve it.

1. How to create your own custom tabs with features.

•      Go to transaction CRMC_UI_NBLINKS -> Define Direct link group and create you own group id.

                 I created 1 by copying SM-CREATE and gave my own name ZSM-CREATE.

•      Define logical links which will be placed under it. You may create as many as you want as there will be plenty available in the form of templates.

               I created only 2 as i just needed for search & create incident.

• Assign those links to Direct link group you created above.

• Assign it to navigation Bar profile
  • Caution :- Navigation Bar profile is mapped to business profile which in turn is mapped to business role. SAP in standard provide 3 role. To avoid a flood of customization, I used Navigation bar profile SOLMANPRO which should be protected against upgrade.

• Then goto “Assign Direct Link Group to Nav. Bar Profile & map it

• Activate the Direct link group
  • Goto transaction CRMC_UI_PROFILE.

• Mark your group id visible and also mark the group id, unwanted invisible

• Adjust the direct link

• Its Done

2.  Removing unwanted TABS or say Navigation bars on the left side of CRM UI.

• CRMC_UI_PROFILE -> SOLMANPRO -> Adjust Workcenter and mark inactive the whole features which you don’t need.
  • *Caution it will affect the standard object SOLMANPRO and hence needs to be protected against upgrades.

• CRMC_UI_PROFILE -> SOLMANPRO -> Adjust Workcenter group links and uncheck visible
  • *Caution it will affect the standard object SOLMANPRO and hence needs to be protected against upgrades.

3. Removing unwanted options in Incident templates.

• HOME SCREEN :- Fire CRM_UI -> go the tab which you want to change like for HOME SCREEN.
  • Follow screenshots
  • *Caution it will affect the standard object and hence needs to be protected against upgrades.

• CREATE INCIDENT FORM
  • Follow screenshots
  • *Caution it will affect the standard object and hence needs to be protected against upgrades.

                    Ctrl+”SELECT” the tabs which you want to remove, much like excel file and press “-” icon

                   In case you feel, you need those back, then you can add them back with “show fields” tab on top. Or you can create your own tab like mentioned                     in the screenshot.  In fact you can even put your Clients LOGO here.

Do comment and share your feedback.

Ideas of improvements are always welcomed.

Thanks

Abhijeet