Transaction Ranking

Use

The transaction ranking helps you to classify service requests. It is visible in all contexts in which a quick validation of service requests is required, for example in search result lists, in the inbox, or in the worklist. By sorting the search result lists, the transaction ranking provides decision support for the scheduling of support tasks and informs the users about the importance of the processing of a specific service request.

You can define the rules for the transaction ranking in a Business Add-In (BAdI) in Customizing. You can calculate it for static values, such as the priority of a request and also for the dates that give information about the processing time of a service request. For example, the transaction ranking should increase when a service request is escalated or when the requested end of an incident approaches.

Prerequisites

You have activated the business function Service Request Enhancements (CRM_ITSM).

Features

  • In the standard system, the enhancement spot CRM_SRQM_WP is available. You can use this enhancement spot to define your specific calculation rules.

    For more information, see the Customizing activity Start of the navigation pathTransactions Next navigation step Settings for Service Requests Next navigation step Business Add-Ins Next navigation step BAdI: Determination of Transaction Ranking.End of the navigation path

  • Note that the system calculates the transaction ranking synchronously. Performance can be influenced negatively if your BAdI implementation is very complex.

  • You do not need special authorizations to display and calculate the transaction ranking.