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Applies to:
Applies to Solution Manager 7.0, Enhancement Pack 1. For more information, visit the Application
Management homepage.
Summary
Using the Solution Manager Service Desk scenario, you can link the service desk incident message with the
Change Request in Change Request Management and have relevant information copy from the service desk
message to the change request.
Author:
Tammy Powlas
Author Bio
Tammy Powlas works for Fairfax Water, is a SAP Mentor and ASUG volunteer with the BI and
BITI communities. She is SAP-certified in FI, CO, BW, SEM and ASAP.
Table of Contents
Service Desk Change Request Management Integration .................................................................................. 3
Background: .................................................................................................................................................... 3
Configuration ................................................................................................................................................... 3
How It Works: .................................................................................................................................................. 6
Related Content ................................................................................................................................................ 10
Disclaimer and Liability Notice .......................................................................................................................... 11
Select CRM_ORDER first and click button Define Action Profile and Actions
Clicking the magnifying glass, you see the Action Definition Details, and note that the change document is
created when the document (service incident message) is saved.
To review what fields from the Service Desk message will be copied to the Change request, go to transaction
SM34, and enter SOCMC_COPY:
Transaction: SM34
Select Copy Control rules and SLFN, then double click on Copy Control Rules.
Note that the source transaction type is SLFN, the target is SDCR for change request, and it copies over
partner, priority, category, text, ibase etc.
How It Works:
In change mode in a Service Desk Message, select the Action Profile, and then select Create Change
Document:
Double click on the line and you will be taken to the change request document
Note that the related content copied over partners, text, iBase, priority, etc.
Related Content
Service Desk: Support team Determination
A workflow eye over Solution Manager Service Desk
SAP Help: Incident Management