Short description:

Setup of the RichText functionality (RTF) for SAP Solution Manager ITSM transactions: With this function, information such as images, tables or other objects can be added to the description of a SAP Solution Manager ITSM ticket via drag&drop.


The customer uses SAP Solution Manager as the central ticket system for the user help desk. Tickets are entered via different channels, e.g. via a mail request. In the standard system, no images from a mail can be transferred directly to a ticket. As part of the project, the necessary settings for various transaction types are made, tested and prepared for the GoLive.

Technical description:

Until now, the customer had extracted the images from mails and then attached them to the ticket. This process is time-consuming, especially for HTML mails with embedded images, texts, and tables. In addition, contexts may be lost, since the images cannot be transferred directly to the text in the ticket. With the configuration of RTF, the usability of the application can be optimized and the creation of Solution Manager tickets can be simplified.