For editing of notes, a couple of functions are available to meet the special requirements of text management in the context of service request management.
For editing and administration of notes, you classify texts in two ways:
You create different text types. For example, you create text types that are describe the following usages of a text:
Problem description
Solution description
Reply to requestor
Memo
Internal note
You create keywords that the users can use to classify and to filter texts.
Example
A user enters a deep technical analysis of a problem in a text with the type Internal note
. Several internal notes are assigned to the problem. For this reason, the user adds the keyword technical analysis
to that note. Now the processors
of the service request are able to easily filter the list of texts to find the text that contains the technical analysis.
For technical reasons, the number of keywords that the users can assign to a note is restricted to 8. Therefore, you should consider how you want to design the usage of your text types and keywords.
Example
You create different text types for the different usages and target groups of texts:
Text types Problem Description
and Solution Description
to classify the communication at a special phase of the service request processing
Text type Internal note
for the communication between the different processors of a service request.
Keywords Technical Analysis
and Test Case
to classify the content of a text type.
In Customizing, you can define the keywords for every combination of text object and text determination procedure. For more information, see Customizing for Customer Relationship Management
under .
For every text type, you can define in the Customizing for the text determination procedure whether it should be logged. For more information, see Customizing for Customer Relationship Management
under . Select map Definition of Procedure
and set the value of field Changes (Control for Text Changes)
to
P (= Log).
Text types that are not logged have the following features:
You can only create them once for each language.
You can change and delete them.
By editing a text type, you can include text templates. You can use this function to provide standardized texts for situations that occur frequently. After including a text template, you can continue editing the text and add further information.
You can create a text template by editing a text and saving it as a template. A text template requires the following attributes:
ID and description
Language
Visibility level. You have to classify every text template whether it is to be used only by you or by all users (system).
To use this function, you must activate the business function Infrastructure (CRM_INF_1
).
You can add URLs to the text body. The following URL schemas are supported and rendered as hyperlinks in the notes:
http: and https: for adding web-sites or call of a Web application. Additional information in web-sites or by calling a Web application. The URL schemas http and https are supported for this function.
mailto: for sending e-mails
ftp: using the file transfer protocol
The system can automatically identify strings that you use to create a reference. To customize the URL recognition pattern, you need to develop your own class derived from class CL_CRM_TEXT_FORMAT_CONVERSION with its method SET_REGEX_PATTERNS and assign it in Customizing. For more information,
see Customizing forCustomer Relationship Management
under .
Editing a note may take some time. For this reason, consider increasing the application time-out to enable a comfortable notes editing.