ChaRM in solution manager 7.1

[Former Member]

https://websmp105.sap-ag.de/~sapidb/011000358700000478022011E/index.htm

In this demo it is shown that user is logging in Solution manager to create change request.

I want to ask this if user will still be able to create support messages to request for change or they have to log in to solution manager??

Further more if they can still create support message than can we use the change request template to create support message???

[Former Member · Accepted solution]

Hi Sidra,

With Solution Manager 7.1 change requests have been integrated into the IT Service Management and as a result there are additional functions available to you above the functions in 7.0. As a result in 7.1 there are new transaction types that you must use to enable the use of new functionality.

You can use the Netweaver Business Client, SAP GUI, SAP portal or the SAP CRM Webclient to create support messages. From a process perspective, and for traceability reasons it would always be advisable to create a change request based on the resolution of an incident or a problem if the change has been as a result of an incident or problem.

Hope this helps,

Rich Labib

[Former Member · Accepted solution]

thank you Labib for ur response.

further more i want to ask if we can distinguish "Incidents" & " Change Requests" from customer and apply different workflow for them???

[Former Member]

Hi Sidra,

Yes you can. Within Solution Manager you have different transaction types for the Incident, Problem, and Change Requests / Change Documents. Each transaction type can there own status network, SLA, workflow etc.

In 7.1 you have a foundation of standard transaction types, and when you follow SOLMAN_SETUP these are copied to enable you to modify the standard.

This is a topic that is larger than one post, so I would advise you to look at the Service Marketplace, https://websmp104.sap-ag.de/~form/sapnet?_SHORTKEY=01100035870000736990&.

Regards,

Rich Labib

[Former Member]

Hi Sidra,

Users can create support notification from any of the backend systems if they are configured properly with Solman. To raise a support message no need to log on to Solman. To create a change document (Change request) from a support message , User or support team need to login and create the change document from where the charm workflow will be started.

Please let me know if you have any queries.

Thanks,

Jagadish.

[Former Member]

Thankyou jagadish for ur reply

it means that the Support message will be supported in 7.1 as well..

what is the best practice for creating change request.. user should create support message or directly can creatre reuest for change as shown in the demo???

[Former Member]

As suggested By Richard, its better to create a change request from incident / problem.Moreover as far as I know you can link your support messages in the SOLAR01 and SOLAR02 in your project documentaiton , But you cannot link a achange request directly to your documentations. So for a Business scenario / Business process , you can still keep track of all issues/messages related to it.