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Solution Manager - Work Center Screen customizing

Former Member
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Hi,

Currently we are working on trying to move from Service Desk to the incident management work center. We want the end-users to move to the SAP HTML GUI and as such have changed the settings to ensure any messages that are opened in the work center are displayed on the web browser and not on service desk.

Having said this, we would like to be able to customize the work center screen so as to be able to add certain fields that are visible on service desk but not on the work center.

For Example:

When a message is opened in Service Desk it displays various fields including 'Category'. However, when a message is opened through the work center this field is not displayed.

Is there any way the screen can be customized or configured in such a way that we can display the fields and tabs at our discretion in an effort to make the incident management work center is very similar to the service desk so users will not have a hard time in the transition process.

Thanks much,

A

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Answers (1)

Answers (1)

prakhar_saxena
Active Contributor
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Hi

standard field like category etc are visible..Its a bug in ur SP and we can see it is visible in SP20

Pls upgrade ur system to EHP1 SP latest version more than 19 as there are lot of bugs in earlier versions

Regards

Prakhar

Former Member
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Thanks Prakhar. We currently have SP18 and have encountered certain issues in upgrading to SP20. But besides this, is there any way we can move things around in the work center or customize the screen to our liking? As is there some degree of flexibility in the work center or what we see is standard and cannot be customized or changed?

Edited by: IBM Team on Dec 21, 2009 8:30 AM

former_member209604
Active Contributor
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Please refer to:

[SAP Note 1160651 - Work Centers: How to Customize (Solution Manager) |http://www.service.sap.com/sap/support/notes/1160651]

[Document: How to Administer Work Centers and Logon Screen to Users|http://service.sap.com/~form/sapnet?_SHORTKEY=00200797470000089947&_OBJECT=011000358700000601362009E]

[Application Help: WebUI Work Center Personalization (help.sap.com)|http://service.sap.com/~form/sapnet?_SHORTKEY=00200797470000089947&_OBJECT=011000358700000159672008E]

Best regards,

Ruediger

Former Member
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Thanks guys, both your inputs were helpful. System is upgraded with SP20 and the missing labels can be seen now. However, there might be a tab or two that is missing. For example, after work has been done on a message and it has been confirmed there is an error that states enter reason for status. I do not see any field that ask for the resolution of message.

Is there something else that needs to be done on this message? Is there a tab that is missing? How can the tab be added?

Appreciate the help