Questions about the customization of Incident Management

[Former Member]

Hi all,

I've been hired an as intern for a company to research the ITSM capabilities of Solution Manager and I had a couple of questions about Incident Management.

Is there a way to link multiple incidents/problems together? For example, if 20 tickets get reported for the same thing, is there a way to tie them all together without having to link them one by one so when there is a solution it can be pushed out to all 20 tickets at the same time?

Can assignment blocks be configured by ticket or by user? For example, if a processor adds an assignment block, will the reporter see that new assignment block when they reopen that ticket?

Is there auto-task execution available in SolMan at the OS level?

How do you close a ticket and mark it as completed?

Is there a way to have 3 different text boxes (One for the problem, one for the solution, and one for notes) or must it all be done through the text assignment block?

Is there a way to see workflow?

If anybody knows the answers to these questions it would be really helpful. Thank you!!

[prakhar_saxena · Accepted solution]

Is there a way to link multiple incidents/problems together? For example, if 20 tickets get reported for the same thing, is there a way to tie them all together without having to link them one by one so when there is a solution it can be pushed out to all 20 tickets at the same time?
 Yes it is possible to link them togetther check my blog last screenshot...you can also lock all of them
http://scn.sap.com/community/it-management/alm/solution-manager/blog/2013/06/26/problem-management-i...
Can assignment blocks be configured by ticket or by user? For example, if a processor adds an assignment block, will the reporter see that new assignment block when they reopen that ticket?
Assignment block is controlled by Business Roles so if Reporter has same Business role yes the will
Is there auto-task execution available in SolMan at the OS level?
Can you clarify your requirements here in more detail
How do you close a ticket and mark it as completed?
ticket is closed by confirmed status manually if you want to that automatically you can schedule a background job with std report AI_SDK_SP_AUTO_CLOSE
Is there a way to have 3 different text boxes (One for the problem, one for the solution, and one for notes) or must it all be done through the text assignment block?
If you want you can create new field with AET
Is there a way to see workflow?
Which workflow ...pls elaborate your requirement

hope this helps

Regards

Prakhar

[Former Member]

Hi,

- yes, you can link incidents as many as together that helps to resolve them more quickly and efficiently, please refer

Link Support Messages, and Process them More Efficiently - SAP Documentation

- In addition, we not only control the visiblity in 7.1 and also can easily control the objects inside the assignment blogs too, check

http://scn.sap.com/community/it-management/alm/solution-manager/blog/2012/10/02/charm-functionality-...

- You can set the auto notification to support team members if they got new high prio ticket, apart from that There is not exactly any OS Level auto task in incident management scenario, But you can do some OS command monitoring, the alerts generated in technical montior can automatically trigger a ticket to Incident management. This is part of notification

http://wiki.sdn.sap.com/wiki/download/attachments/290979852/HOW-TO+GUIDE+OS+Command+Adapter.pdf

- Regarding ticket confirmation, more information found in the SAP notes 1792409,1498458

- if you want to do any customisation on CRM UI, you must use SAP delivered tools like Easy Enhancement Workbench EEWB,Application Enhancement Tool AET, Check here

SAP Community Network Wiki - CRM - Best Practices for SAP CRM Web UI Customization

- Incident management workflow, you can get the details of how the ticket get processed as pictorial demos under here http://wiki.sdn.sap.com/wiki/display/SAPITSM/Usage+and+Demos+of+ITSM

Please check

Thanks

Jansi