How to configure SAP custom components ITSM Solution Manager EXT./AICRM/SAP_COMP
There are thousands of SAP components nodes in SAP system, but you cannot just use them all, so if you want to display some of them or to display custom components only instead of SAP standard components. You are in the right place.
The following describes the steps involved to create Custom SAP Components which can be used in the standard field “SAP Component” of Incident and of Service Request in ITSM on Solution Manager 7.1 or 7.2
Custom Components in this document can be used in the process in auto-determining the Support Team for the Incident / Service Request when utilizing the BRF+ tool. Using the BRF Plus tool it can also be possible to auto determine the specific System, ie ACS, BW, CRM, PI, PSCD, or Solution Manager.
The idea here is to replace the following options (see diagram) with a structured list that can be assigned to an Incident and to a Service Request.
SPRO > SAP Reference IMG >SAP Solution Manager> Capabilities (Optional) > IT Service Management >Customer-Specific Application Components > Maintain User Application Components
Maintain Custom Application Components
Create the following example Structure
Production Value area as follows
Goto Transaction SE18 and Activate BADI
Goto Transaction SE38
And run with parameter “Refresh Customer Components”
The following Custom Components appear in the Standard SAP Component field.
If possible, we can modify the “Selection Criteria” for the end user WEB Client role so that the “Component” search always “starts with” “Z”, so that the Results List only shows the Custom Components as shown in the above example.
The following screen shows a Custom Component assigned to an existing Incident message.
If too much data or too many selections are given to users and most of them are not relevant, it could cause continuous help desk issue at IT division. Minimizing selections or limiting data to be shown sometimes reduce dramatically the lead time in supporting process. Getting additional Incidents because end users do not know how to use ITSM? Too complicated to use? then I won’t give a credit to the project.
Simpliest not always best, but to end users, it is.