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How To Raise Service Request

The document provides steps to create an incident or change request in Solution Manager. It outlines 10 steps including logging in, selecting Create Service Request, filling in general data fields like description and requestor, choosing categories, filling processing data like status and impact, adding details in the text area, and attaching any files before saving to generate a unique number.

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rajesh1480
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71 views8 pages

How To Raise Service Request

The document provides steps to create an incident or change request in Solution Manager. It outlines 10 steps including logging in, selecting Create Service Request, filling in general data fields like description and requestor, choosing categories, filling processing data like status and impact, adding details in the text area, and attaching any files before saving to generate a unique number.

Uploaded by

rajesh1480
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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1.

Solution Manager Incident or Change Request Creation


Procedure

Step 1:- Click on the link to open Solution Manager Portal

http://sapsmsrv-02.glenmark.com:8000/sap(bD1lbiZjPTMwMSZkPW1pbg==)/bc/bsp/sap/
crm_ui_start/default.htm

Step 2:- Fill the User ID and Password to login to Solution Manager Portal

Step 3:- Once you Login to Solution Manager you will see the following screen. Bottom of the screen
shows you will see the incident created by the users. Left side of the screen show you Incident
Management Create option for Incident Management, Service Request…and Recent Items which have
been created.
Step 4:- Click On Create Service Request, we get the following screen
Step 5:- In general data we have to fill the following fields

1. Description: - Description of the problems/Issues.


2. Requestor:- Requestor for the Issue
3. Message Processor:- Who will Process the request.

Step 6:- Choose the Appropriate field from category.

1. Level 1:- Choose what type of problems/Issue are like if it is Incident then choose Incident or if it
is change request then choose Change. This Categorization will be used during the report
extraction of Incident/Change Request.
2. Level 2/Level 3 and Level 4 will be the sub category which depends on the previous level field
selection.
3. Solution Category will give you exact category of incident

Step 7:- Fill the Processing Data fields

1. Status: - This shows the status of the request. New status will come by default when the
request is new. You will find some other options in this field. If it is assigned to consultant then
consultant will change the request to In Progress, Customer action , withdrawn, Solution
Proposed
2. Impact:- Choose this filed as per business requirement, Options “Very
High/High/Medium/Low/None”
3. Urgency:- Choose this filed also as per the business requirement, Options “Emergency/Very
High/High/Medium/Low
Step 8:- In Text/Description area- Note down in details about the problems/Incidents

Step 9:- If there is any attachment which need to be attach with the incident then click on the attach
option in the incident it opens a pop-up which provide us option to attach the attachment from
frontend. Once selection is done then click on attach button to attach the attachment to the incident.
Step 10:- Once all the things have been filled then click on save options to save the incident/Change
Request. It will generate one unique number for the incident created.

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