| Description | Query Tickets |
| Name | QueryServiceRequestIn |
| Namespace | http://sap.com/xi/A1S/Global |
| Process Component Description | Ticket Processing |
| Process Component Name | ServiceRequestProcessing |
| Process Component Namespace | http://sap.com/xi/AP/CRM/Global |
| Deploymnent Unit Description | Customer Relationship Management |
| Endpoint Activation | By Scoping of Process Component | Operations |
| Release Status | Deprecated |
An interface to query service requests.
The web service interface Query Service Request In enables you to connect external applications to your SAP system and to query and read service requests within your system. The web service interface Query Service Request In is relevant if your company wants to access and manage service requests from external applications.
The web service interface Query Service Request In offers the operation Find By Elements.
Below is an example of a simple web service request to query for service requests with priority 1 or 2 that are not in status closed. The result is limited to 100 records, and attachments shall not be returned:
Example 1
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Show full documentation <n0:ServiceRequestByElementsQuery_sync xmlns:n0="http://sap.com/xi/SAPGlobal20/Global">
<ServiceRequestSelectionByElements>
<SelectionByLifeCycleStatusCode>
<InclusionExclusionCode>E</InclusionExclusionCode>
<IntervalBoundaryTypeCode>1</IntervalBoundaryTypeCode>
<LowerBoundaryCode>4</LowerBoundaryCode>
<UpperBoundaryCode/>
</SelectionByLifeCycleStatusCode>
<SelectionByServiceTermsServicePriorityCode>
<InclusionExclusionCode>I</InclusionExclusionCode>
<IntervalBoundaryTypeCode>3</IntervalBoundaryTypeCode>
<LowerBoundaryCode>1</LowerBoundaryCode>
<UpperBoundaryCode>2</UpperBoundaryCode>
</SelectionByServiceTermsServicePriorityCode>
</ServiceRequestSelectionByElements>
<ProcessingConditions>
<QueryHitsMaximumNumberValue>100</QueryHitsMaximumNumberValue>
<QueryHitsUnlimitedIndicator>false</QueryHitsUnlimitedIndicator>
<LastReturnedObjectID/>
</ProcessingConditions>
<RequestedElements serviceRequestTransmissionRequestCode="2">
<ServiceRequest attachmentFolderTransmissionRequestCode="4"/>
</RequestedElements>
</n0:ServiceRequestByElementsQuery_sync>
Here is another example of a more complex web service request. This example structure shows the possible elements and attributes:
Example 2
<n0:ServiceRequestByElementsQuery_sync xmlns:n0="http://sap.com/xi/SAPGlobal20/Global">
<ServiceRequestSelectionByElements>
<SelectionByID>
<InclusionExclusionCode>I</InclusionExclusionCode>
<IntervalBoundaryTypeCode>3</IntervalBoundaryTypeCode>
<LowerBoundaryIdentifier>1</LowerBoundaryIdentifier>
<UpperBoundaryIdentifier>9010041866</UpperBoundaryIdentifier>
</SelectionByID>
<SelectionByName>
<InclusionExclusionCode>E</InclusionExclusionCode>
<IntervalBoundaryTypeCode>1</IntervalBoundaryTypeCode>
<LowerBoundaryName>*spam*</LowerBoundaryName>
<UpperBoundaryName/>
</SelectionByName>
<SelectionByDataOriginTypeCode>
<InclusionExclusionCode>I</InclusionExclusionCode>
<IntervalBoundaryTypeCode>1</IntervalBoundaryTypeCode>
<LowerBoundaryCode>4</LowerBoundaryCode>
<UpperBoundaryCode/>
</SelectionByDataOriginTypeCode>
<SelectionByLifeCycleStatusCode>
<InclusionExclusionCode>E</InclusionExclusionCode>
<IntervalBoundaryTypeCode>1</IntervalBoundaryTypeCode>
<LowerBoundaryCode>4</LowerBoundaryCode>
<UpperBoundaryCode/>
</SelectionByLifeCycleStatusCode>
<SelectionBySystemAdministrativeDataCreationDateTime>
<InclusionExclusionCode>I</InclusionExclusionCode>
<IntervalBoundaryTypeCode>3</IntervalBoundaryTypeCode>
<LowerBoundaryDateTime>2012-01-01T12:00:00Z</LowerBoundaryDateTime>
<UpperBoundaryDateTime>2012-12-31T12:00:00Z</UpperBoundaryDateTime>
</SelectionBySystemAdministrativeDataCreationDateTime>
<SelectionBySystemAdministrativeDataLastChangeDateTime>
<InclusionExclusionCode>E</InclusionExclusionCode>
<IntervalBoundaryTypeCode>3</IntervalBoundaryTypeCode>
<LowerBoundaryDateTime>2012-01-01T12:00:00Z</LowerBoundaryDateTime>
<UpperBoundaryDateTime>2012-01-31T12:00:00Z</UpperBoundaryDateTime>
</SelectionBySystemAdministrativeDataLastChangeDateTime>
<SelectionByBuyerPartyID>
<InclusionExclusionCode>I</InclusionExclusionCode>
<IntervalBoundaryTypeCode>1</IntervalBoundaryTypeCode>
<LowerBoundaryIdentifier>MC6049</LowerBoundaryIdentifier>
</SelectionByBuyerPartyID>
<SelectionByProcessorPartyID>
<InclusionExclusionCode>I</InclusionExclusionCode>
<IntervalBoundaryTypeCode>1</IntervalBoundaryTypeCode>
<LowerBoundaryIdentifier>MC3626</LowerBoundaryIdentifier>
</SelectionByProcessorPartyID>
<SelectionByRequestInitialReceiptTimePoint>
<InclusionExclusionCode>I</InclusionExclusionCode>
<IntervalBoundaryTypeCode>3</IntervalBoundaryTypeCode>
<LowerBoundaryDateTime timeZoneCode="CET" daylightSavingTimeIndicator="true">2012-06-29T09:50:00Z</LowerBoundaryDateTime>
<UpperBoundaryDateTime timeZoneCode="CET" daylightSavingTimeIndicator="true">2012-06-29T10:00:00Z</UpperBoundaryDateTime>
</SelectionByRequestInitialReceiptTimePoint>
<SelectionByServiceTermsServicePriorityCode>
<InclusionExclusionCode>I</InclusionExclusionCode>
<IntervalBoundaryTypeCode>3</IntervalBoundaryTypeCode>
<LowerBoundaryCode>1</LowerBoundaryCode>
<UpperBoundaryCode>3</UpperBoundaryCode>
</SelectionByServiceTermsServicePriorityCode>
<SelectionByServiceTermsServiceIssueCategoryID>
<InclusionExclusionCode>I</InclusionExclusionCode>
<IntervalBoundaryTypeCode>1</IntervalBoundaryTypeCode>
<LowerBoundaryIdentifier>C1*</LowerBoundaryIdentifier>
<UpperBoundaryIdentifier/>
</SelectionByServiceTermsServiceIssueCategoryID>
<SelectionByMainIncidentServiceIssueCategoryID>
<InclusionExclusionCode>I</InclusionExclusionCode>
<IntervalBoundaryTypeCode>1</IntervalBoundaryTypeCode>
<LowerBoundaryIdentifier>C14*</LowerBoundaryIdentifier>
<UpperBoundaryIdentifier/>
</SelectionByMainIncidentServiceIssueCategoryID>
<SelectionByMainServiceReferenceObjectMaterialID>
<InclusionExclusionCode>I</InclusionExclusionCode>
<IntervalBoundaryTypeCode>1</IntervalBoundaryTypeCode>
<LowerBoundaryIdentifier>MCF-0001</LowerBoundaryIdentifier>
<UpperBoundaryIdentifier/>
</SelectionByMainServiceReferenceObjectMaterialID>
<SelectionByExternalKnowledgeBaseArticleID>
<InclusionExclusionCode>E</InclusionExclusionCode>
<IntervalBoundaryTypeCode>1</IntervalBoundaryTypeCode>
<LowerBoundaryIdentifier>KB*</LowerBoundaryIdentifier>
<UpperBoundaryIdentifier/>
</SelectionByExternalKnowledgeBaseArticleID>
<SelectionBySearchText>AnyText</SelectionBySearchText>
</ServiceRequestSelectionByElements>
<ProcessingConditions>
<QueryHitsMaximumNumberValue>100</QueryHitsMaximumNumberValue>
<QueryHitsUnlimitedIndicator>false</QueryHitsUnlimitedIndicator>
<LastReturnedObjectID/>
</ProcessingConditions>
<RequestedElements serviceRequestTransmissionRequestCode="1">
<ServiceRequest buyerPartyTransmissionRequestCode="1" processorPartyTransmissionRequestCode="1" serviceSupportTeamPartyTransmissionRequestCode="1" timePointTermsTransmissionRequestCode="1" durationTermsTransmissionRequestCode="1" serviceTermsTransmissionRequestCode="1" mainIncidentServiceIssueCategoryTransmissionRequestCode="1" mainServiceReferenceObjectTransmissionRequestCode="1" solutionProposalTransmissionRequestCode="1" textTransmissionRequestCode="1" attachmentFolderTransmissionRequestCode="1"/>
</RequestedElements>
</n0:ServiceRequestByElementsQuery_sync>
Service Requests should exist in the system in order to get a positive result.
Query operations are mass-enabled stateless synchronous web service operations. Transferring or requesting amounts of data that are too large causes communication timeouts. The web service consumer (external application) is responsible for ensuring reasonable sizes for mass operations.
The query processing conditions specify how to process a query with respect to the maximum number of hits to be returned.
Query request messages provide the following processing parameters:
Query hits maximum number value (element name QueryHitsMaximumNumberValue): Maximum number of hits to be returned by an inquiry.
Query hits unlimited indicator (element name QueryHitsUnlimitedIndicator): Indicates whether the maximum number of hits to be returned by an inquiry is unlimited or not.
Last returned object ID (element name LastReturnedObjectID): Identifies the last object returned by a previous inquiry.
Note: If QueryHitsUnlimitedIndicator = true, QueryHitsMaximumNumberValue must not be filled.
Query response messages provide the following elements:
Returned query hits number value (element name ReturnedQueryHitsNumberValue): The number of hits returned by an inquiry.
More hits available indicator (element name MoreHitsAvailableIndicator): Indicates whether there are more than ReturnedQueryHitsNumberValue hits matching the selection criteria or not.
Last returned object ID (element name LastReturnedObjectID): Identifies the last object returned by this inquiry.
Note: Processing conditions can be used for the paging of query results. However, it is crucial not to change the query selection parameters from request to request, as otherwise the query result might change.
Query selection parameters are mainly exposed as select options or ranges with an inclusion/exclusion code, interval boundary type code, lower boundary value, and upper boundary value.
The inclusion/exclusion code (element name InclusionExclusionCode) specifies the inclusion or exclusion of a set into a result set.
| Inclusion Exclusion Code | Description |
|---|---|
| E | Excluding |
| I | Including |
The interval boundary type code (element name IntervalBoundaryTypeCode) is used to describe intervals by their boundaries. Depending on the operator, the lower boundary value or both boundary values are relevant.
| Interval Boundary Type Code | Name | Description | |
|---|---|---|---|
| 1 | Equal to | Single value | = X |
| 2 | Between (excluding upper boundary) | Interval with closed lower and open upper boundary | [X, Y) |
| 3 | Between | Interval with open lower and open upper boundary | (X, Y) |
| 4 | Between (excluding both boundaries) | Interval with open lower and open upper boundary | (X, Y) |
| 5 | Between (excluding lower boundary) | Interval with open lower and closed upper boundary | (X, Y] |
| 6 | Less than | Interval with unlimited lower and open upper boundary | < X |
| 7 | Less Than or Equal to | Interval with unlimited lower and closed upper boundary | <= X |
| 8 | Greater Than | Interval with open lower and unlimited upper boundary | > X |
| 9 | Greater Than or Equal to | Interval with closed lower and unlimited upper boundary | = X |
Requested elements (element name RequestedElements) enable web service consumer to reduce the size of query response messages. Therefore, they reduce transmission and response times, thus avoiding timeouts.
Requested elements contain transmission request codes for controlling the transmission of corresponding query response node elements.
The transmission request codes are modeled as xml attributes following the syntax: <element name>TransmissionRequestCode.
The prefix <element name> is equivalent to the name of the node element in the response message to which the transmission request code applies.
| Transmission Request Code | Name | Description |
|---|---|---|
| 1 | Complete Structure | The node element and all its elements, its child node elements and all their elements will be returned. |
| 2 | Complete Node | The node element and all its elements will be returned. |
| 3 | Node with Key Elements | The node element and its key elements will be returned (not supported by all web service interfaces). |
| 4 | Excluded Node | The node element and its child node elements will not be returned. |
The transmission request code is optional. If no transmission request code is modeled or provided by the service consumer, then the following rules apply:
If no transmission request code is provided at all, then the response message contains all data.
If the transmission request code of the parent node element is 1, then its sub-node elements for which no transmission request code is specified are defaulted by 1.
If the transmission request code of the parent node element is 2 or 3, then its sub-node elements for which no transmission request code is specified are defaulted by 4.
If the transmission request code of the parent node element is 4, then its sub-node elements are not returned anyway.
The structure of the query response message consists of three parts:
A business document-specific part containing the returned business documents
Processing conditions
Log items containing system messages including errors, warnings, and information messages raised by the system during processing of the web service request.
You can find general information about Web services, their structure and consumption in the Web Services documentation.
In this example, the consumer wants to close all completed service requests that have been reported before 2011. First, the service requests need to be queried using the service QueryServiceRequestIn to obtain the UUIDs of the service requests to be updated. Then the service MaintainBundle is used to set the status to closed.
Step1: Query service request by status and date
Request:
<n0:ServiceRequestByElementsQuery_sync xmlns:n0="http://sap.com/xi/SAPGlobal20/Global">
<ServiceRequestSelectionByElements>
<SelectionByLifeCycleStatusCode>
<InclusionExclusionCode>I</InclusionExclusionCode>
<IntervalBoundaryTypeCode>1</IntervalBoundaryTypeCode>
<LowerBoundaryCode>3</LowerBoundaryCode>
<UpperBoundaryCode/>
</SelectionByLifeCycleStatusCode>
<SelectionByRequestInitialReceiptTimePoint>
<InclusionExclusionCode>I</InclusionExclusionCode>
<IntervalBoundaryTypeCode>6</IntervalBoundaryTypeCode>
<LowerBoundaryDateTime>2011-01-01T00:00:00Z</LowerBoundaryDateTime>
</SelectionByRequestInitialReceiptTimePoint>
</ServiceRequestSelectionByElements>
<ProcessingConditions>
<QueryHitsUnlimitedIndicator>true</QueryHitsUnlimitedIndicator>
<LastReturnedObjectID/>
</ProcessingConditions>
<RequestedElements serviceRequestTransmissionRequestCode="2">
<ServiceRequest attachmentFolderTransmissionRequestCode="4"/>
</RequestedElements>
</n0:ServiceRequestByElementsQuery_sync>
Response:
<nm:ServiceRequestByElementsResponse_sync>
<ServiceRequest>
<ID>ZAM_101</ID>
<UUID>00163e02-8b30-1ee1-aef0-b9dd87d8ec5d</UUID>
<SystemAdministrativeData>
<CreationDateTime>2012-06-21T09:45:19.111104Z</CreationDateTime>
<CreationIdentityUUID>00163e02-33d8-1ee1-8394-373184f6de11</CreationIdentityUUID>
<LastChangeDateTime>2012-06-21T09:45:19.111104Z</LastChangeDateTime>
<LastChangeIdentityUUID>00163e02-33d8-1ee1-8394-373184f6de11</LastChangeIdentityUUID>
</SystemAdministrativeData>
<Name>Service Request 1</Name>
<DataOriginTypeCode>1</DataOriginTypeCode>
<LifeCycleStatusCode>3</LifeCycleStatusCode>
</ServiceRequest>
<ServiceRequest>
<ID>ZAM_102</ID>
<UUID>00163e02-8b30-1ee1-aef0-cc2f19374c8d</UUID>
<SystemAdministrativeData>
<CreationDateTime>2012-06-21T09:49:28.019089Z</CreationDateTime>
<CreationIdentityUUID>00163e02-33d8-1ee1-8394-373184f6de11</CreationIdentityUUID>
<LastChangeDateTime>2012-06-21T09:49:28.019089Z</LastChangeDateTime>
<LastChangeIdentityUUID>00163e02-33d8-1ee1-8394-373184f6de11</LastChangeIdentityUUID>
</SystemAdministrativeData>
<Name>Service Request 2</Name>
<DataOriginTypeCode>1</DataOriginTypeCode>
<LifeCycleStatusCode>3</LifeCycleStatusCode>
</ServiceRequest>
<ProcessingConditions>
<ReturnedQueryHitsNumberValue>10</ReturnedQueryHitsNumberValue>
<MoreHitsAvailableIndicator>false</MoreHitsAvailableIndicator>
<LastReturnedObjectID>00163E028B301EE1AEF0B9DD87D8EC5D</LastReturnedObjectID>
</ProcessingConditions>
</nm:ServiceRequestByElementsResponse_sync>
Step2: Set status of service requests to closed
Request:
<n0:ServiceRequestBundleMaintainRequest2_sync>
<ServiceRequest actionCode="02">
<ID>ZAM_101</ID>
<LifeCycleStatusCode>4</LifeCycleStatusCode>
</ServiceRequest>
<ServiceRequest actionCode="02">
<ID>ZAM_102</ID>
<LifeCycleStatusCode>4</LifeCycleStatusCode>
</ServiceRequest>
</n0:ServiceRequestBundleMaintainRequest2_sync>
Response:
<nm:ServiceRequestBundleMaintainConfirmation2_sync>
<ServiceRequest>
<ReferenceObjectNodeSenderTechnicalID/>
<ChangeStateID>20120713150553.4687360</ChangeStateID>
<UUID>00163e02-8b30-1ee1-aef0-cc2f19374c8d</UUID>
<ID>ZAM_102</ID>
</ServiceRequest>
<ServiceRequest>
<ReferenceObjectNodeSenderTechnicalID/>
<ChangeStateID>20120713150553.4687360</ChangeStateID>
<UUID>00163e02-8b30-1ee1-aef0-b9dd87d8ec5d</UUID>
<ID>ZAM_101</ID>
</ServiceRequest>
<Log/>
</nm:ServiceRequestBundleMaintainConfirmation2_sync>
| Description | Find tickets |
| Name | FindByElements |
| Synchronous | yes |
| Release Status | Deprecated |
To find service requests by elements.
FindByElements is an operation to query service request data by the selection elements passed in the request.
The following selection elements are supported:
| SelectionByElements | Comment |
|---|---|
| SelectionByID | Service Request ID |
| SelectionByProcessingTypeCode | Ticket Type |
| SelectionByName | Service Request subject |
| SelectionByDataOriginTypeCode | Data origin: 1 manual data entry, 2 B2B message, 3 A2A message, 4 Internet, 5 E-mail, 6 Social Media , 7 Chat |
| SelectionByLifeCycleStatusCode | Internal life cycle status code: 1 Open, 2 In Process, 3 Completed, 4 Closed |
| SelectionByEscalationStatusCode | Escalation status code: 1 Not Escalated, 2 Escalated |
| SelectionByApprovalStatusCode | Approval status code: 1 Not Started, 2 Approval Not Necessary, 3 In Approval, 4 Approved, 6 In Revision, 7 Withdrawn |
| SelectionByBusinessTransactionDocumentReferenceTypeCode | Referenced document type |
| SelectionByBusinessTransactionDocumentReferenceID | Referenced document ID in external system |
| SelectionBySystemAdministrativeDataCreationDateTime | Created On |
| SelectionBySystemAdministrativeDataCreationIdentityUUID | CreationIdentityUUID |
| SelectionBySystemAdministrativeDataLastChangeDateTime | Last Changed On |
| SelectionBySystemAdministrativeDataLastChangeIdentityUUID | LastChangeIdentityUUID |
| SelectionByBuyerPartyID | Customer ID |
| SelectionByProcessorPartyID | Agent ID |
| SelectionByRequestInitialReceiptTimePoint | Date when Service Request was received first time |
| SelectionByServiceTermsServicePriorityCode | Priority: 1 Immediate, 2 Urgent, 3 Normal, 4 Low |
| SelectionByServiceTermsServiceIssueCategoryID | Service category |
| SelectionByServiceTermsUserLifeCycleStatusCode | Status as displayed on the UI |
| SelectionByMainIncidentServiceIssueCategoryID | Incident category |
| SelectionByMainActivityServiceIssueCategoryID | Resolution category |
| SelectionByMainCauseServiceIssueCategoryID | Cause category |
| SelectionByMainObjectPartServiceIssueCategoryID | Object category |
| SelectionByMainServiceReferenceObjectMaterialID | (Reference) Product ID |
| SelectionByExternalKnowledgeBaseArticleID | External knowledgebase article ID |
| SelectionByItemDescription | Item Description |
| SelectionByItemProductID | Item Product |
| SelectionByItemUserServiceTransactionProcessingTypeCode | Code for Item Processing |
| SelectionBySearchText | search text (Basic Search) |
Note: The possible values of the SelectionByProcessingTypeCode element are defined in business configuration. At least the following value for the processing type code exists:
| Type Code | Description |
|---|---|
| SRRQ | Service Request |
Note: The possible values of the SelectionByServiceTermsUserLifeCycleStatusCode element and their assignment to the (internal) life cycle status code are defined in business configuration. Values delivered by SAP are:
| Status Code | Description |
|---|---|
| 1 | Open |
| 2 | In Process |
| 3 | Copied to CRM |
| 4 | Customer Action |
| 5 | Completed |
| 6 | Closed |
Note: The possible values of the SelectionByBusinessTransactionDocumentReferenceTypeCode element are:
| Type Code | Description |
|---|---|
| 001 | Purchase Order |
| 005 | Credit Memo (SRM) |
| 8 | Business Transaction (For Accounting) |
| 12 | Appointment |
| 28 | Customer Invoice |
| 30 | Sales Quote |
| 32 | Customer Return |
| 39 | |
| 50 | Fax |
| 64 | Lead |
| 65 | Letter |
| 72 | Opportunity |
| 73 | Outbound Delivery |
| 86 | Phone Call |
| 114 | Sales Order |
| 115 | Service Confirmation |
| 117 | Service Order |
| 118 | Ticket / Service Request |
| 542 | Activity Task |
| 764 | Campaign |
| 1092 | Customer Contract |
| 1452 | Project Processing View of Customer Transaction Document |
| 1485 | Employee Expenses |
| 1607 | Social Media Activity |
| 1876 | Questionnaire / Survey |
| 2004 | Contract |
| 2049 | Messaging Activity |
Note: Possible values for the SelectionByItemUserServiceTransactionProcessingTypeCode element are defined in business configuration. Values delivered by SAP are:
| Type Code | Description |
|---|---|
| SRP0 | Billing Request |
| SRP1 | Part Consumption from Technician Stock |
| SRP2 | Part Consumption from Consignment Stock |
| SRP3 | Part Advance Shipment |
| SRP4 | Part Return from Consignment Stock |
| SRS1 | Time |
| SRV1 | Service |
| EXP0 | Expenses |
| SRCM | Complaint Item |
The response contains the list of service requests found, and the processing conditions (like ReturnedQueryHitsNumberValue, MoreHitsAvailableIndicator and LastReturnedObjectID). The service consumer can specify which node elements are delivered (see section “Requested Elements”).
The BusinessTransactionDocumentReferenceID element contains the ID of the referenced document in the external system. The possible values for the BusinessTransactionDocumentReferenceTypeCode are the same as listed above for the SelectionByBusinessTransactionDocumentReferenceTypeCode element.
The Business Transaction Document Relationship Role Code element can have the following values:
| Role Code | Description | Remark |
|---|---|---|
| 1 | Predecessor | |
| 2 | Successor | |
| 3 | Used | (for contract reference) |
When the Business System ID element is filled, the reference points to a business transaction document in an external system.
The Business Transaction Document Reference Item UUID and Business Transaction Document Reference Item Type Code elements are needed to specify the reference to a valuation collection of a questionnaire, in the UI called survey.
For the valuation collection, the Business Transaction Document Reference Item Type Code element has the value 38710.
For a contract item, the value is 275.
For parties like the BuyerParty, ProcessorParty, etc., the business partner internal ID is returned. Other IDs are currently not supported.
The SalesUnitTeamParty node element represents the sales unit the service request is assigned to. The OrganisationalCentreID element specifies the ID of the organizational unit.
The SalesAndServiceBusinessArea node element represents the sales and service specific business area that is valid for a service request. It can be specified by a sales organization, distribution channel and a division.
Timepoints and Durations are returned in ISO 8601 format.
The ServiceTerms node element groups some elements which control the processing of the service request.
The ServicePriorityCode element can contain the following values:
| Service Priority Code | Description |
|---|---|
| 1 | Immediate |
| 2 | Urgent |
| 3 | Normal |
| 7 | Low |
The ServiceIssueCategoryID element corresponds to the Service Category in the UI.
If the last change has been performed by the customer, the ChangedByCustomerIndicator is set and the corresponding service request, recently updated by a customer, is ranked higher in the queue, compared to other service requests.
When created from social media activities, service requests are classified according to the result of a text analysis.
The following values are available for the ClassificationCode element:
| Classification Code | Description |
|---|---|
| 1 | Problem |
| 2 | Comment |
| 3 | Not Relevant |
The UserLifeCycleStatusCode element is displayed as Status on the UI.
Besides the ServiceIssueCategoryID element available in the Service Terms node element, the following categories are available:
| Type | Description | UI Label |
|---|---|---|
| Incident | Categories for a specific issue or incident | Incident Category |
| Object Part | Categories for an object or an object part where the damage occurred | Object Category |
| Cause | Categories for a cause, for example, cause of damage | Cause Category |
| Activity | Categories for an activity that has been performed, for example, to solve an issue or incident | Resolution Category |
The Item node element and its subelements contain detailed information on services or parts being provided to the customer. Please refer to service interface Manage Service Request In, operation Maintain As Bundle for a detailed description.