Implement and Use Forms for Service Desk and Change Management

  • by Frank Endrikat, SAP and Solution Manager Principal Consultant, Managing Director, NE-PM
  • March 7, 2011
Make the best use of forms attached to Service Desk, change requests, and change implementations, eliminating the need for attaching additional documents. Walk through the necessary configuration to create forms and assign them for different service transactions.
Key Concept
Understanding the benefits of direct integrated forms in Service Desk and Change Request Management (ChaRM) transactions enables you to completely eliminate the need for any paper-based forms or attached documents. In turn, this allows you to have complete managed forms with flexible field design and version control available directly within the Service Desk and change management transactions.

Many activities in SAP Solution Manager Service Management require additional documents or forms to be filled out. These include Service Desk (specifically Change Request Management [ChaRM]), Issue Management, and defect management). Not many users are aware that SAP Solution Manager, based on an SAP CRM backbone, offers surveys that you can use as forms. They enable users to fill out forms with flexible fields directly within the service transaction and also to manage versions of these forms.

I’ll show you how to make best use of this functionality and I’ll explain how to set up these forms to satisfy requirements while eliminating the need for paper-based forms or attached documents.

Implement and Configure Forms Using the CRM Survey Suite

You take the following three main steps to implement these forms:

  1. Design and implement the form with fields and answers
  2. Configure the screen tab layout to show the Survey tab
  3. Configure the transaction type to use the forms

Frank Endrikat

Frank Endrikat has been active in SAP systems since 1989, initially focused on programming in SAP R/2 but in 1997 moving into SAP R/3 and module consulting. With a very strong functional background in logistics and finance and deep technical knowledge and understanding, he has focused on project management for global and international SAP implementations since 2000. SAP Solution Manager has become the recent focus area for Frank and his team, and since 2006 he has delivered a number of SAP Solution Manager courses at SAP academies and for customers. He has managed and implemented about 40 SAP Solution Manager projects in the US, Europe, Middle East, and Asia.

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