Internal service requests enable you to request and process any service using a simple form, or a freely formulated text. You do not require SAP R/3 experience. This kind of request action could be a removal for example. The request is forwarded to the approving manager or the processor. If the service request incurs costs, you can send the request to a cost center manager or budget manager (who can execute an automatic cost calculation) for approval.

This function enables you to process numerous requests in the intranet that you previously processed by mail or telephone. You can enter the requests at any time of day or night, every day of the week. All those involved can also call up the status at any time. The integrated cost posting ensures that the data is transferred without errors to Controlling, and the costs of the line item reports are monitored.

The internal service request covers three business processes:

You can create your own request forms without ABAP skills

You have one initial screen for entry and status query of the request.

The system finds the processors for the request using the details in the request form.

Costs are automatically posted to the corresponding cost center or another fixed account assignment object.

You can select predefined standard services, or create your own service request scenarios in Customizing.

You can add notes to the service request at any time during the processing time.

You enter an internal service request via the LaunchPad in your my SAP.com Workplace.

In Customizing, you can specify under which conditions an approval for a service request is to be made.

The cost center manager or budget manager automatically receives an overview of all the service requests relevant for them. This overview is provided via a worklist or a workflow.

The manager can:

• Change the person responsible, and thus forward the service request The request can be forwarded automatically, for example, to a representative if someone is on vacation.
• Before approval, send a note with a query on the service request to the person who entered the request.
• Forward the service request for a "cost estimate" to the processor.

The cost center manager or budget manager can use a cost collector (such as an internal order) that is linked to the internal service request to monitor the request costs.

The service request processor is determined in the same way as the cost center manager or budget manager.

This person is informed about the service request, using the workflow.

If the processor indicates the service request as completed, then the incurred costs are posted via integrated cost posting.

You call up processing

• For the notification via:

• Office ® Notification ® Change or
• Office ® Notification ® Worklist ® Notifications.

• For the notification task via:

• Office ® Task ® Process or
• Office ® Notification ® Worklist ® Tasks.

You sent a request that was processed or executed after approval (if required).

For more information on customizing internal service requests, see the implementation guide (IMG) under Cross-Application Components ® Internet / Intranet Services ® Internal Service Request ® Scenario Definition ® Define Scenarios.