Service requests serve as a means of communication between SAP systems (back-end systems) and Interaction Centers. Users can launch service requests either in certain transactions or from the back-end systems in activated transactions direct.

The ability to launch a service request from a transaction means that an agent in an SAP system, such as an accountant, who comes across an exception in his daily work, can forward details of this exception to a service agent in the Accounting Interaction Center for resolution.

When a user launches a service request from a transaction, the back-end system automatically fills the service request fields with contextual information and adds links with relevant objects in the back-end system (see Linking of Objects). This function ensures a smooth transfer of information and enables more direct and efficient communication.

In the standard system, the back-end system can transfer the following information direct to the service request, without repeated input from the user in the back-end system:

Customizing Source and Target Field Values:

Using Business Add-Ins (BAdIs) in the back-end systems you can modify the data transfer from source fields in the back-end system to the target fields in the service request. This is important in those circumstances where you need to change this context information by setting values expected in the CRM UI. Additionally, you can define your own source fields. For additional information about the source fields and predefinition of the target fields, see Customizing of the back-end systems.