Creating Incident and Request for Change as ticket for Help Desk ?

[Former Member]

Hi everyone,

I am trying to learn how to use the Solution Manager internally in my company. I searched online but couldn't find a clear documentation of the whole process. The ideas is to create a new incident or a request for change. After creating it how its assigned to the team/person I want. How do I monitor the process and stuff.

If anyone of you could provide me just a few steps how to do that I would be grateful.

Thank you in advance.

Regards,
J.

[artemzhegalin · Accepted solution]

Hi, John.

You can find all necessary information abous SAP SM here: https://support.sap.com/solutionmanager

BR,

Artem

[bxiv]

At a high level overview, both ChaRM and ITSM depend on the functionality of the CRM so you will have to develop/custom workflow for change requests and/or service tickets to be assigned to the correct teams/person.

SAP delivers a lot of standard business roles and to continue with upgrades of SolMan and avoid breaking the workflows its up to SolMan admins to copy various things into the z namespace.