Integrate > SAP Solution Manager > Install and Administer Service Manager Exchange with SAP Solution Manager > Customizing Service Manager > Configuring Incident Form (Classic/Hybrid Only)

Configuring Incident form (Hybrid Only)

Incident Exchange must be integrated into the incident management workflow. The operator working on the incident must be able to control and trigger Incident Exchange. If more than one external helpdesk is connected to Service Manager, then the target system must be selected.

Note If you are working with SM 9.40 Classic, you must apply the QCCR1E127035_SM940_SM940.unl unload file to fix QCCR1E127035. The unload file is available in the %SMSSMEX_HOME%\unloads\SM9.34-9.4x directory.

Follow these steps to configure incident forms in non-PD environment:

  1. Open all Incident Forms that are parts of the Incident workflow.

    IM.open.incident

    IM.update.incident

    IM.close.incident

  2. Embed the created subform on the Incident form in a new Notebook tab (or in a new section on Service Manager 9.2x and above).

  3. Add a Notebook tab or section to the following forms:

    IM.open.incident

    IM.update.incident

    IM.close.incident

    Property Value

    Caption

    Sap Solution Manager

    Visible condition

    [$SMSAP]=true

  4. Add a subform control to the SAP Solution Manager tab or section.

    Property Value

    X

    1

    Y

    0

    Width

    151

    Height

    28

    Format

    hp.sap.solution.sub

Note If multiple Language packs are applied to Service Manager, do the following to update the incident related forms for other languages.

  1. Copy the hp.sap.solution.sub form from English to other languages and perform translation.
  2. Repeat step 3 and step 4 for IM.open.incident, IM.update.incident and IM.close incident for other languages.