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This is the 3 part of the How-to Use Document Templates in ITSM Blog


  • SAP Solution Manager 7.1
  • Microsoft Word
  • Notes to check:

1840810 - Creation of Template using the document template designer in CRM

1707600 - Office Integration for MS Word 2007/2010

1777018 - Office integration - MS Word 2007/2010 with Content Controls

1829834 - Cannot create 'DOC' type attachment on MSWord2007/MSWord2010

Scope and context

The scope of this blog, is show you how-to generate the Template Word files dynamically with the information of the Ticket and protect them for the free editing of the end users.


On  ITSM --> Service Operations-->Document Template, select create a "New" Document Template.
Screen Shot 2013-04-25 at 8.58.42 AM.png

Fill all the information and click on Download to save the Schema on your computer
Screen Shot 2013-04-25 at 9.37.09 AM.png

Then, click on "Start Designer"
Screen Shot 2013-04-25 at 8.59.43 AM.png

SAP Solution Manager will be open the WORD on your computer with the template name that you define in the previous step, Go to "Developer" tab, and select "Schema"

Click in "Add Schema" to select the schema that you download previously:

Define an "Alias" for the new Schema and save
Screen Shot 2013-04-25 at 9.03.59 AM.png

Before leave the screen, remember to flag/Activate the Schema.

Now is time to edit the word document, for this demo I will show 2 fields (Incident, Description:

Screen Shot 2013-04-25 at 9.40.25 AM.png

To add the fields, you need to select the -crmost_<name of the webservice> from the right on the screen.

The system will be propose if you want to "Apply to Selection Only"  or to "To the entire document", My recommendation is use "Entire Document"  (If you select "Selection Only", each time that you want to use a web service field, the system need to define the full path of the field)

Screen Shot 2013-04-25 at 9.04.21 AM.png

After select the WebService, you will found Output-->ZwebserdocWord01-->Administrativeheaderoforder-->ObjectID

Screen Shot 2013-04-25 at 9.04.27 AM.pngScreen Shot 2013-04-25 at 9.04.32 AM.pngScreen Shot 2013-04-25 at 9.04.34 AM.pngScreen Shot 2013-04-25 at 9.04.37 AM.png

Now in your Word Document  you will found in pink color, the field that you mapped

For this demo, I mapped 2 field, IncidentID and Description

How-to Restrict the edition of the Document

Now is time to Lock the Word document, to do that you need to click in the button "Restrict Editing"

Then Select the option 2.Editing Restrictions --> Allow Only this type of Editing in Teh Document: --> Filling in Forms" (this will force the user to only use the forms that we define)

For this demos I add 2 new fields, Owner and Date

Then select the "Text" Icon in the Controls Tab

Now you will found the in field in the Word document

To enable the protection, you need to click on "Yes, Start Enforcing Protection"

Word will be open a new screen to allow you define a Password Document:

Now you will found the message saying that this Document is protected from unintentional Editing.

Then you save the document and Close Word application, you will found the following message in ITSM

How-to Use the document in ITSM

Now when you open your Incidents in ITSM , In the Attachments you will have the option to create New Attachments "With Template"

You will se the list of Templates document that you can use,

If we select the document that we create previously, WORD will be open and you will found your template, with the information of the Incident filled.

Now you use the word only making modifications in the forms that you define previously.

After close Word, you will found your document in the Attachments, with "x" at the end,

Still in Investigation

When you close Word, SAP dont close the "Template Selection Screen"

When I use the Option "With Template", Word always save the document with the same name <template>x

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