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Introduction

One feature which CRM introduced and is available in the SAP Solution Manager 7.2 with SP06 is the ability to enter formatted text with embedded (inline) screenshots.

We have ensured that this new feature can be used in the Solution Manager IT Service Management scenario when users create incidents but there are a number of limitations you should be aware of before you proceed.

Limitations

  • Formatted text with screenshots is only available in the CRM WebClient UI.
  • The formatted texts cannot be exchanged with any external system or service:
    • You cannot exchange formatted text if you send incidents to SAP for processing by SAP Customer Support.
    • You cannot exchange formatted text with the external Service Desk interface.
  • Other UIs do not support the formatted text. This includes, but is not limited to, the following:
    • Fiori applications such as “My Incidents”, “Create Incident”, “Resolve and Dispatch Incidents”.
    • Web Dynpro UIs, such as the Test Suite, or the Incident Management work center.

Check frequently for updated notes and corrections related to this function. Since this is a new feature, it is still being refined. See the Further Information section at the bottom of this article for existing master notes and related documents.

Prerequisites

You also have to do a certain amount of configuration in order to enable formatted text:

  • Activate Business Functions (switches)
  • Make entries in customizing tables
  • Use UI configuration to enable the assignment block in the CRM UI which supports formatted text.

I’ll go through these steps below.

Activate Business Functions (Switches)

Enable the following Business Functions (transaction SFW5):

  • CRM_ITSM_COM – Content and Text Management
  • CRM_TM_1 – Text Management Assignment Block
  • UI_FRW_RTE – Assignment is defined in business function

The three business function sets in the Switch Framework Customizing transaction (SFW5):

Make Customizing Table Entries

1. CRM Formatted Text Customizing

Call the following transaction:

  • CRMC_TEXT – CRM Formatted Text Customizing

For each text type (Description, Internal Note, Reply, …) which you want to use, add a corresponding table entry:

  • Select Formatted
  • Select HTML-Text
  • Enter CL_CRM_TEXT_FORMAT_CONVERSION as the converter class

These customizing entries tell the CRM system to activate formatted text conversion and storage for the corresponding text types. When you select “HTML-Text”, the system will use the new text storage area for HTML formatted texts with the embedded image capability.

2. Assign Business Objects to Switches Customizing

Call transaction SM30 (Maintain Table Views) and maintain entries for the following table:

  • CRMV_ITSM_SWITCH

Add an entry with the following values for Switch and Trans.Cat:

  • Switch = CRM_ITSM_COM
  • Trans.Cat. = BUS2000223

You can also add an entry for Trans.Cat BUS2000116 (Service Orders, including Change Control Management transaction types), or BUS2000224 (Problem transaction types) if you use these. BUS2000223 specifies Service Requests including incident transaction types.

The following example has all three transaction categories maintained:

These customizing entries tell the CRM system to use the new formatted text editor with embedded image capabilities in the CRM UI component GSTEXT (see next step – UI configuration).

CRM WebClient UI Configuration

Enable the GSTEXT assignment block in relevant WebClient UI components.

  • Navigate to an incident in the CRM WebClient UI.
  • Select Configure Page
  • Add GSTEXT to the list of displayed assignment blocks
  • Save the UI configuration.

The configure page toolbar icon (you may have to activate this button in CRM WebClient UI personalization – see the CRM WebClient UI documentation for further details).

Add “GSTEXT” to the list of displayed assignment blocks:

Result

Once you have completed the above steps, the system will display a new “Notes” assignment block in the CRM WebClient UI. You can past images into the text:

Further Information

  • Note 2116845 – Business Function: new Rich Text Editor
  • Note 2117779 – – WebUI Text Editor Enhancements with TinyMCE – Part 2
  • Note 2498809 – SAP CRM Rich Text Editor – Guided Answers
  • Note 2568144 – Collection of SAP-Notes related to HTML-texts in SAP CRM and important aspects
  • Rich Text Editor wiki article in SCN.
  • Note 2493984 – Text Views in CRM (See the attached PDF document which provides further information regarding the GSTEXT assignment block.)

 

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15 Comments

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  1. Christoph Kronauer

    Thanks for this interesting information.

    I would like to reference to a PDF document attachted to the following note, which provides further informations and customizing opitons to this topic:

    2493984 – Text Views in CRM

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      1. Richard Pietsch

        Hi Gordon,

        I don’t understand note 2568144… according to the note I should not enter text types in CRMC_TEXT that are maintained with “P” in COMC_TEXT. So, I have a text profile containing SU99, SU01 and SU04. If I want them to use as “HTML-text” I should delete them in the text profile and add them in CRMC_TEXT instead? Or do I need to create a complete new text profile?

        Regards, Richard

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        1. Zaid Hamoudi

          Hi Richard,

           

          You only need to remove the P from the respecting Text Profile in COMC_TEXT. Not in all text profiles.

           

          Regards,

          Zaid

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  2. Former Member

    Hi Gordon,

    thanks a lot for implementing this feature. First, let me tell you that our users biggest paint point is that embedded pictures are not possible currently (on SP4). So we are really excited hearing about this and your blog entry.

    We have configured a SP6 Sandbox system for evaluating this funcitonality. We’ve setup everything according to your (very clear) instructions and were able to play around with it a bit.

    However, with the current implementation state, we have some questions / doubts. We would greatly appreciated it if you could clear this up for us:

    • As far as we understood, “old” Solman Assignment Block “AIC_LONGTEXT” becomes obsolete when using embedded screenshots, instead component GSTEXT / TEXTMNGMT have to be used. Can you confirm this?
    • When maintaining View CRMC_TEXT and enabling the HTML text we got a message (UIU_TEXT21) which confused us a bit, as we understood it that “old” texts cannote be read anymore after the switch. However we found that in GSTEXTS we still find the old text types. Can we discard this message?

    I have a couple more questions but would like to wait for your response on these first.

    Thanks a lot and best wishes from Germany,

    Axel

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    1. Gordon Leslie McDorman Post author

      Hello Axel,

      1. Yes, you should be able to replace AIC_LONGTEXT completely with the GSTEXT assignment block. AIC_LONGTEXT does not support the new formatted texts, while GSTEXT supports both old and new texts.
      2. CRM does not like it if you switch back and forth between types of formatted texts. GSTEXT can still read both types, but it was always my impression that CRM prefers if if you create completely new text types for the new formatted texts. This way, the system will read a specific text type from only one repository, instead of having to look in the old and new repository for a single text type. This is something to consider when moving to the new formatted texts: the cleanest way would be to create completely new Z-namespace text types, and then perform the switch only once.

      Regards,

      Gordon

       

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      1. Former Member

         

        Hi Gordon,

        thanks a lot for clearing this up.

        I understand point 2) perfectly, this would result in some major changes on our end but well, the embedded texts feature would most likely be worth it.

        However, I’m not too happy with exchanging AIC_LONGTEXT with GSText. But maybe we were just using it wrong, or are already too much used to the AIC_LONGTEXT functionality. Anyway, I feel that the user experience with this block leaves room for improvement.

        Just to list a couple short feedback notes I got from our test users. I was hoping that maybe we missed somthing during configuration, because this might be a deal breaker for us

        • Non-expanded version requirers users to expand every text individually, requiring a round-trip. This makes reading longer conversations tedious
        • Expanding all can lead to to a very very long notes block as the individual fields are not scaled to text and are either too large or too small depending on the text
        • Overall, working with the block involves a lot of roundtrips
        • Old notes could be changed, this was not possible before and is certainly not desired

         

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      2. Former Member

        Sorry for the double reply, apperently editing posts is bugged at the moment. I wanted to add the following issue:

        • A lot of unnecessary information, toolbars, etc with past notes, making the actual interesting text a bit hard to read

         

         

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    1. Gordon Leslie McDorman Post author

      Hello Patrice,

      You are correct that the TinyMCD libraries are available in the SAPUI5 libraries.

      Unfortunately, I am not permitted to comment on features planned for future Solution Manager releases. I can only suggest that you review the release notes of future Solution Manager support packages and keep an eye on our blogs and other information channels for when we are permitted to disclose such details.

      Best Regards,

      Gordon

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  3. Former Member

    Thanks Gordon 🙂

    Point is this feature is already available on SAP one support portal incident app …

    Hope it will come soon on solman.

    Regards,

    Patrice

     

     

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  4. Former Member

    Hi gordon,

    Do you know how i can add some additional buttons in tinymce default toolbar ?
    Examples : Font size, color, hyperlink

    Thanks for your help,

    Patrice

    (0) 
    1. Gordon Leslie McDorman Post author

      Hello Patrice,

      No, I’m not sure how to do this in the context of the CRM WebClient UI. As far as I know, this is a development task for the WebClient framework: it would take quite a bit of effort to change the buttons within the toolbar – unless you are developing your own UI5 app. There’s documentation for that.

      Regards,

      Gordon

      (0) 

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