Ticketing System in Solman

[SAPSupport]

Hi Team,

We currently have a solman system for which we want the user to raise a ticket and it should get assigned to concerned consultant and they should start working on it. User should be able to track the ticket as well and the ticket should be closed once its done

How can we achieve the same in solman? kindly Guide

Thanks.

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[SAPSupport · Accepted solution]

Dear Customer,

You need to setup and configure IT Service Management scenario in SAP Solution Manager system. To do so I can suggest the following :

1. Perform all the configuration activities in SOLMAN_SETUP => IT Service Management
2. You can also refer to wiki Initial setup for Incident Management
3. See KBA 2507306 - Configuration guides for Charm and ITSM - Solution Manager 7.2
4. SAP Help Portal link IT Service Management

Thanks and best regards.

[VigneshPrabhu99 · Accepted solution]

Hello product.support.sap,

Can you please update the wiki with SolMan 7.2 content, setup steps as it has 7.1 related information majorly.

Thanks,

Vignesh

[maria_teresa_gutierrez · Accepted solution]

Dear Vignesh,

Wiki Initial setup for Incident Management is already updated with the content for release 7.2. For example blog SAP Solution Manager 7.2 IT Service Management – Quick Setup and all operational guides are for release 7.2.

Those provided links for release 7.1 are also valid for release 7.2

By the way, I suggest that you start with IT Service Management scenario configuration performing SOLMAN_SETUP => IT Service Management activities as mentioned in the previous answer.

Thanks and best regards.