Can CRM be used to replace SM service desk?

[Former Member]

I have this question for a long time that is whether it is possible to use CRM functionallity monitoring CHARM related

change requests since they are CRM type tickets.

We use txn crm_dno_monitor to access change requests (CR) so far. Can we use CRM web client OR other CRM txn to do them same thing, even replace the SM service desk?

Thanks!

[Former Member · Accepted solution]

Not sure what CHARM is but that t-code CRM_DNO_MONITOR looks very much like data an agent can track in the CIC agent inbox.

There are many flavors of CIC's that have been created including for service. There is a small video in this url

http://www.sdn.sap.com/irj/scn/elearn?rid=/library/uuid/f0067aae-77a6-2b10-a4a8-c0ead7826cbd

[Former Member · Accepted solution]

So whatever crm_dno_monitor and crmd_order display can also be accessed from CRM IC or CRM?

Please tell how to access tickets opened by above t-codes.. Thank you! Regards!

[Former Member · Accepted solution]

From CRM2007 and later there are no t-codes, the user tools are all web based. You did not say what version you are running. Even in 4.0 & 5.0 there is a web based CIC.

CIC0 was the t-code in the gui based version to access the the cic.