Hello all,

I hope you will find this blog useful to your current scenario with IT service management in the SAP Solution Manager. If in case you are already aware of this, your review and suggestions will be appreciated.

The resolve and dispatch is one of the best tiles to use in ITSM in SAP solution manager. It was introduced in Solution Manager 7.2 SP 5. Since then the Dispatching/Processing(the usage varies) had been easier. But more often the customers often end up using a custom status for handling their service desk apart from the standard status. The regular CRM UI has various status based on the transaction and status profile used. But the status that is shown(screenshot as below) in the Resolve and Dispatch – Value help of the status field in the filter are the ones that are available by the standard when we create the new status profile from Standard Transaction.

A word of caution – This blog is purely a part of customization and SAP does not support the same.

So how do we start?

First and foremost we need to create the status in the view AIC_META_STATUS in SM30. This basically means that you need to create a relation between the displayed value( in Resolve and Dispatch) and the actual status. The object that you are creating will be the link between the status displayed and your status value/status profile.

To create, goto SM30, and enter the value AIC_META_STATU as a value under Table/View. Now click on Maintain.

Navigation – SM30 –> AIC_META_STATUS

Click on New Entries.

Use the Z namespace and give the semantic user status definition as per the requirement. For instance, I have added ZAPPRVAL as the status type and a description of it. Similarly, add the required ones and save the entries.

You will be prompted with a TR pop-up based on the client settings.

With this, we have created a reference link. Now we need to map the actual status from the status profile to this value. To achieve it go to SPRO for handling the status mapping.

Path for navigation – SPRO –> SAP Solution Manager Implementation Guide –> SAP Solution Manager –> IT Service Management –> Status Profile –> Specify Status Mapping for Customer Status Profile

Click on New Entry

You need to enter 3 items,

• Status profile
• The Semantic user status definition that you created in SM30
• The Status (you can get this from TJ30 or from the SPRO node Define Status Profile for User Status)

Enter the Status profile under profile column and Use the drop-down values available under status type to map the created semantic user status definition(If in case you have created status similar to the standard status description, make sure the naming convention helps you to differentiate them). Finally, enter the status value.

Now the configuration is completed. Now we will have to add a small code.

Note – The below-mentioned changes requires developer user. Ensure you have them handy before proceeding. 

Goto se24

Enter the object type – Enter Object Type = CL_AI_CRM_GW_KEY_USER__DPC_EXT

Select(double click) the method  DESCRIPTIVESTATU_GET_ENTITYSET to view its source code

Switch to edit mode to add the below sample code to it.

CLEAR lv_description.
ls_entity-descr_status_code = ‘ZAPPRVAL’ ##NO_TEXT.
SELECT SINGLE description FROM aic_meta_statust INTO lv_description WHERE langu = sy-langu AND status_name = ls_entity-descr_status_code.
ls_entity-descr_status_description = lv_description. “‘Awaiting Approval’
APPEND ls_entity TO et_entityset.

**Based on the semantic definition the value in the code changes. A simple understanding of the syntax is as below.

CLEAR lv_description.
ls_entity-descr_status_code = ‘<Enter the Created Semantic Status Type here>‘ ##NO_TEXT.
SELECT SINGLE description FROM aic_meta_statust INTO lv_description WHERE langu = sy-langu AND status_name = ls_entity-descr_status_code.
ls_entity-descr_status_description = lv_description. “‘<Enter the Status Text you wanted to show>’
APPEND ls_entity TO et_entityset.

With this, the configuration is complete. Clear your cache and login to work-center –> ITSM group –> Resolve and Dispatch, you will be able to filter out the request/incidents with the customer-defined status values.

Thank you.