Solution Manager - Customized service request form

[Former Member]

Hello,

Can anyone help here....

I am new to Solman, service desk.. Got task to create service request form, basically user can submit access request for SAP system to get access on required client.

Need help to create customized Service request form as below..

[prakhar_saxena · Accepted solution]

Hi Manish,

Kindly check the below how to guide or link where all the steps have been explained.

http://wiki.scn.sap.com/wiki/display/SAPITSM/Service+Request+Management+Service+Request+Fulfillment

Further you need to customize the Business role as per your requirement for which you can check another guide here

IT Service Management Roles and Authorizations - SAP IT Service Management on SAP Solution Manager -...

Hope this resolves your doubt if not let us know

Thanks

Prakhar

[Former Member · Accepted solution]

Hi Prakhar,

Thanks much for your reply...

Have gone through with the document, i still did get how can i customized, or create my own template for service request, or to add my own field/text, my template for service request should look like as i have attached... all fields are different then the standered one which are given by SAP...

Please advice.

[prakhar_saxena · Accepted solution]

Hi Manish,

you need to understand the concept of Transaction type - partner functions , user interface etc to achieve all above.

it is not simple but possible to do it with configuration and without any development ...typically done by a solman functional consultant based upon the project requirement

1. you need to first create a z* transaction type copying standard one
2. create and enable your own partner functions if missing in standard and add them to custom business role
3. then customize further  as per your requirement
4. further you need to enhance or customize business role as per your requirement

check below few links or my blogs for business role customizations

Hope this helps you to understand proceed further.

thanks

Prakhar

[Former Member · Accepted solution]

Thanks Prakhar,

I am following below link, to configure Solman (to create Customized Service request)

Service Request Management Service Request Fulfillment - SAP IT Service Management on SAP Solution M...

Created personalized TCODE ZMRQ by coping SMRQ...

when i have created Service request it's still creating with SMRQ, Please advice.

[prakhar_saxena · Accepted solution]

Hi Manish,

can you check the dno_cust04 transaction has the below value

Thanks

Prakhar

[Former Member · Accepted solution]

Hi Prakhar,

Thanks much for your response...

It's working....

Question?

This setting is user specific, if so do we need all user to be set for this transaction?

Help Needed

To customize the service request (ZMRT) form, should i follow the link and progress on this?

Service Request Management Service Request Fulfillment - SAP IT Service Management on SAP Solution M...

[prakhar_saxena · Accepted solution]

Hi Manish

this is not user specific and applicable to all users by default.

similarly you can make one entry

so that whenever you create a service request template your above transaction type is created by default.

for creation of template you can follow the link but you also need to customize the web layout for this...have to customize the business roles

therefore check the links i have shared earlier for business role customization which will help you to

order fields

hide/inactive fields etc

hope this resolves your doubt

Thanks

Prakhar

[Former Member · Accepted solution]

HI Prakhar,

Thank you so much for your reply,

i am not getting clue on customizing web layout , am I missing some document which cover this?

for business role I have 3 links which shared by you.

Thanks again,

Manish

[prakhar_saxena · Accepted solution]

Yes and also below one

IT Service Management Roles and Authorizations - SAP IT Service Management on SAP Solution Manager -...

[Former Member · Accepted solution]

Hi Prakhar,

Thanks,

May be my questions seems to be stupid..

I have two doubts

(1) My web layout is completely different with the standard one given by SAP - SMRQ, may be with help of document i will be able to hide filed/text but how can i insert new field/text as per requirement?

(2) Why i need both transaction to be copied SMRQ and SMRT? which on needs to be customized?

Thank you,

Manish

[prakhar_saxena · Accepted solution]

HI Manish

for creation of new fields you need to learn AET which is the method of adding new fields

CRM Web Client UI Framework - CRM - SCN Wiki

for 2 nd Q....SMRT is the template which is used by the users to create SMRQ type of service request quickly or pre -filled request

this should do

Thanks

Prakhar

[Former Member · Accepted solution]

Thanks Prakhar,

I am seeing so may links there, i will try it..

Thanks again for your help...

Regards,

Manish Sisodiya

[Former Member · Accepted solution]

Hi Prakhar,

I got two issues...

(1) while adding business role "

Entry ZSOLMANPRO   does not exist in CRMC_UI_CONFIG (check entry)"

(2) i have hide one file in service request UI, not getting it back in

[prakhar_saxena · Accepted solution]

Hi Manish,

Follow the guide for Business Role customization

first you need to create the technical profile, Key etc and in the last you create a copy of solmanpro with your z* elements otherwise you get an error like above.

for the second screen...make sure you have first copied it to ZSOLMANPRO and then hiding the fields

if you need them back put technical details on and then you can add them further

check the CRM WEBUI links

CRM Web Client UI Framework - CRM - SCN Wiki

this should help

Thanks

Prakhar

[Former Member · Accepted solution]

Hi Prakhar,

Here is trouble again, I have created business rule and changes at DNO_CUST04

After this also when i add new field to my UI , it is asking for Access Key, please advice.

I have searched many links but still not reaching to the point.

Thanks,

Manish,

[prakhar_saxena · Accepted solution]

Adding new field will ask for developer access key.

also the business role is assigned via the PFCG role which should be assigned to your ID

so make sure you have been assigned a z* role attached to business role before you do any development

pls go thru the links shared earlier for webclient

Thanks

Prakhar