SAP Solution Manager Service

Desk: Change Management

Integration

Applies to:
Applies to Solution Manager 7.0, Enhancement Pack 1. For more information, visit the Application
Management homepage.

Summary
Using the Solution Manager Service Desk scenario, you can link the service desk incident message with the
Change Request in Change Request Management and have relevant information copy from the service desk
message to the change request.
Author:

Tammy Powlas

Company: Fairfax Water

Created on: 03 January 2011

Author Bio
Tammy Powlas works for Fairfax Water, is a SAP Mentor and ASUG volunteer with the BI and
BITI communities. She is SAP-certified in FI, CO, BW, SEM and ASAP.

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SAP Solution Manager Service Desk: Change Management Integration

Table of Contents
Service Desk Change Request Management Integration .................................................................................. 3
Background: .................................................................................................................................................... 3
Configuration ................................................................................................................................................... 3
How It Works: .................................................................................................................................................. 6
Related Content ................................................................................................................................................ 10
Disclaimer and Liability Notice .......................................................................................................................... 11

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SAP Solution Manager Service Desk: Change Management Integration

Service Desk Change Request Management Integration

You can create a change request based on a service desk message. What gets copied over is controlled by
configuration.
Background:
Prerequisites:
1) Change Request Management must be activated.
Configuration
Transaction SPPFCADM

Select CRM_ORDER first and click button Define Action Profile and Actions

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SAP Solution Manager Service Desk: Change Management Integration

Select SLFN0001_ADVANCED and double click on Action Definition

Select Action SLFN0001_ADVANCED_CREATE_CR, Create Change Document.

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SAP Solution Manager Service Desk: Change Management Integration

Clicking the magnifying glass, you see the Action Definition Details, and note that the change document is
created when the document (service incident message) is saved.
To review what fields from the Service Desk message will be copied to the Change request, go to transaction
SM34, and enter SOCMC_COPY:
Transaction: SM34

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SAP Solution Manager Service Desk: Change Management Integration

Select Copy Control rules and SLFN, then double click on Copy Control Rules.

Note that the source transaction type is SLFN, the target is SDCR for change request, and it copies over
partner, priority, category, text, ibase etc.
How It Works:
In change mode in a Service Desk Message, select the Action Profile, and then select Create Change
Document:

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SAP Solution Manager Service Desk: Change Management Integration

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SAP Solution Manager Service Desk: Change Management Integration

This message will appear.

Select the Document Flow button

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SAP Solution Manager Service Desk: Change Management Integration

Double click on the line and you will be taken to the change request document

Note that the related content copied over partners, text, iBase, priority, etc.

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SAP Solution Manager Service Desk: Change Management Integration

Related Content
Service Desk: Support team Determination
A workflow eye over Solution Manager Service Desk
SAP Help: Incident Management

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SAP Solution Manager Service Desk: Change Management Integration

Disclaimer and Liability Notice

This document may discuss sample coding or other information that does not include SAP official interfaces and therefore is not
supported by SAP. Changes made based on this information are not supported and can be overwritten during an upgrade.
SAP will not be held liable for any damages caused by using or misusing the information, code or methods suggested in this document,
and anyone using these methods does so at his/her own risk.
SAP offers no guarantees and assumes no responsibility or liability of any type with respect to the content of this technical article or
code sample, including any liability resulting from incompatibility between the content within this document and the materials and
services offered by SAP. You agree that you will not hold, or seek to hold, SAP responsible or liable with respect to the content of this
document.

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