Show TOC

Function documentationAutomatic Checklist Determination

 

You can use the automatic checklist determination to provide predefined checklists for transaction types such as incidents/service requests or problems/master requests.

This feature is intended to support you during the initial phase of processing a service request.

Prerequisites

You have defined the fields for the automatic checklist determination in Customizing of Customer Relationship Management under Start of the navigation path Transactions Next navigation step Checklist Settings Next navigation step Define Fields for Triggering Checklist Determination End of the navigation path.

Features

  • You can define rules for the automatic checklist determination by using attributes for the transaction type, for example for the following:

    • Product ID of the contract

    • Priority

    • Category

    • SLA response profile

    Depending on the transaction details the users have entered, the system inserts the appropriate checklist or provides the users with a list from which they can select one.

  • You define the rules for the checklist determination in the rule policy in the context Checklist Determination (CHECKLIST_ID).

    If your rules determine more than one checklist, the checklists are listed in an input help.

  • For technical reasons, the checklist selection must be locked at an early stage of transaction processing. This means that after this moment the system no longer calls the automatic checklist determination. If the rule has returned more than one checklist, the users are no longer able to change the selected checklist.

    In Customizing, you can choose between the following options for determining this point in time:

    • Locking the checklist after the transaction is saved for the first time.

    • Locking the checklist after the first step is completed.

    For more information, see Customizing activity Start of the navigation path Transactions Next navigation step Basic Settings Next navigation step Checklist Settings Next navigation step Define Checklist Profiles End of the navigation path.