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Function documentationSearching for Service Requests

 

Multiple search functions are available that are adapted to the special requirements of the Service Request Management.

Features

Searching for service requests

You can use multiple search categories to search for specific service requests or to monitor the service requests for your team.

If you have activated the business function Service Request Enhancements (CRM_ITSM), the following features are available:

  • With search function with my involvement, you can search for service requests that you have created or changed. This function is available in the advanced search and the Service Monitor.

    Note Note

    This search function does not find service requests to which you are assigned to and that you have not edited yet.

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    With this search function, you can specify the data selection period. By doing this, you can limit the search results and minimize the system load. The default selection period is the last month.

    Note Note

    Nevertheless, this search function can be quite complex. It may be slower than others.

    End of the note.

  • You can save a search.

  • You can search for service requests to which a specific checklist step is assigned.

  • You can use a string to search for service requests to which a special category is assigned. The search result of this fuzzy search outputs all category nodes that contain the entered string. If required, you can select an entry and output it in the category hierarchy. To do this, use the structure view.

    Note Note

    In the view configuration for the input help for field category ID, you can decide whether you want to display the structure view.

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    For performance reasons, it is recommended using the transaction type as additional search criteria.

    For more information about categorization, see Multilevel Categorization.

    Note Note

    This function is also available when you search for categories in the business transaction header.

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Searching for related transactions

You can use this function to search for related transactions for a specific incident, problem, or request for change. For example, you can specify that an incident is related to a problem if they have the same categorization.

Note Note

To use this function, you have to make the settings in Customizing for Customer Relationship Management under Start of the navigation path Transactions Next navigation step Settings for Service Requests Next navigation step Define System Proposals for Related Transactions End of the navigation path.

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You can configure the system to search for related transactions based on category, reference objects, organization, date, sold-to party, or status. The system provides you with a list of transactions that share one or more of these attributes with the open transaction.

You search for related transactions using the respective Start of the navigation path More Next navigation step Find Related End of the navigation path pushbuttons.

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