Defining and Accessing Self-Service in ESM

An employee can view, search, filter, and sort cases within the Case list. In 'My Cases', all cases the logged-in user created are displayed. If the logged-in user is also assigned as the case processor, the case will not appear in 'My Cases'.

My Cases: A dedicated view displaying all cases reported by the logged-in employee (excluding those where they are also the processor). This view supports searching, filtering, and sorting.

Case Creation: Employees can initiate new cases by filling in case details (e.g., Case Type, Category, Subject, Description) and attachments.

Case Review: Employees can view the details of their existing cases, including status, updates, and communication history.

Integration with Forms: Custom forms can be integrated into the case creation process to collect specific data.

Portal Integration: The self-service widget is designed for embedding within employee portals, particularly SAP Build Work Zone, using an iframe. Direct URLs are also provided for accessing the widget with or without the case list.

URL Parameters for Pre-filling: Case fields can be pre-populated using URL parameters, streamlining the case creation process for specific request types (e.g., pre-filling the Case Type).

UI Customization: Administrators can tailor the self-service interface to show or hide specific fields within three sections: Default Case Fields, Case Extensions, and Case Description. This customization can be done per Case Type.

Self-Service Toggle per Case Type: Administrators control which Case Types are available for self-service creation through a toggle within the Case Type configuration.

Self-Service Business Role: A specific business role governs access to the self-service functionalities. This role requires configuration with specific business services to grant the necessary permissions.

In the Create Case view, users can enter case details, including the subject, standard fields such as Case Type, Category, and the Case Description. Additionally, Attachments can be added.

The self-service widget can be integrated into employee portals, such as SAP Build Work Zone, using an integration frame (iframe). Add the iframe to your portal page and embed the self-service widget URL. For other portals, integration may also be possible.

• You can add parameters to the self-service widget URL to prefill Case fields.
• Refer to the table below for available parameters.

To add a parameter such as, Case Type, in the self-service widget URL to prefill the Case field, use the following self-service URL:

1
https://<tenantURL>/go/detail/self?ui-header=false&ui-tabs=false&auth=sso&CaseType=<CaseTypeID> 

By adding the Case Type parameter to the self-service widget URL, it ensures that the Case Type is pre-filled when creating a Case in self-service.

To embed the self-service widget into SAP Work Zone, ensure both SAP ESM and SAP Work Zone are on the same SAP Identity Authentication Service (IAS). By following all of these steps, you can successfully access and integrate the self-service widget into your employee portal.

This lesson defined self-service functionality in ESM, allowing employees to create and review their own cases. Key features include a dedicated "My Cases" view, Case Creation including case details and integration with employee portals via iframes. Access is controlled by a dedicated business role with specific service permissions. Remember, cases where the employee is both reporter and processor are excluded from "My Cases."