Can CRM be used to replace SM service desk?
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?
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.