Fast Access to Actions on Service Requests

With this function, you can provide frequently used actions to your users that make the processing of service requests easier.

Example Example

You want to provide several buttons that trigger different forwarding functions.

End of the example.

To do so, you make these actions available as buttons in the work area toolbar of the overview page. The system inserts these buttons after the standard buttons.

Note Note

This function is based on the action toolbar concept that is available for other CRM business transaction types. With the fast access function, the actions are directly assigned to the work area toolbar.

End of the note.

You can use this function to provide any buttons in the work area toolbar of service request business functions. In the standard, a sample implementation is available. You can easily reuse it in Customizing by changing the method call defined in the action template.

Prerequisites

To display the buttons of your action profiles, you have to activate business function Service Request Enhancements (CRM_ITSM).

You have set up action profiles in Customizing of Customer Relationship Management under Basic Functions Actions.
- In the action definition in Customizing, select the Display in Toolbox field to make the action available in the work area toolbar. If required, you can define conditions that control the access of the buttons. For example, you can request authorization objects before processing an action.
- In Customizing activity Define Conditions, you have adjusted the action templates to your customer-specific requirements.
Recommendation
Use the sample action profile QUICK_ACTION_BUTTONS as reference.

End of the recommendation.

For more information, see Actions.
In Customizing of Customer Relationship Management under Basic Functions Actions Assign Action Profiles to the Business Transaction Type, you have assigned the action profiles to the transaction types.

Features

The sample action profile QUICK_ACTION_BUTTONS shows how to implement the buttons. It contains the following action definitions that you can reuse for creating customer-specific action profiles:

Note
For more information about the actions, see the action documentation in Customizing.

End of the note.
- QB_EXEC_RULE_POLICY
  This action shows a sample implementation of how to add buttons that call a service manager profile. The service manager profile then evaluates a rule policy to process an action.
  Example
  You want to evaluate rule policies to provide buttons with which you can do the following:
  Forward a service request. For more information, see Forwarding Service Requests
  Trigger the determination of the organizational assignment
  Trigger again the determination of the organizational assignment
  End of the example.
- QB_INCIDENT_REJECT
  This action shows a sample implementation of how to change attributes of a service request. It changes the description of an incident to Rejected by Agent. In addition, it sets the urgency to Low (99) and the impact to None (99).
- QB_ADD_KNOWLEDGE_ARTICLE
  This action shows a sample implementation of how to create a follow-up action that has a transaction type as parameter. It creates a knowledge article as follow-up action.
  
  Note
  To use this function, set up also the copying control. For more information, see Customizing of Customer Relationship under Transactions Copying Control for Business Transactions.
  
  End of the note.
- QB_SOLUTION_PROVIDED
  This action shows a sample implementation of how to change the status of a business transaction.
- QB_TRIGGER_ALERT
  This action shows a sample implementation of how to trigger an alert. For example, you can use it to escalate an incident by sending an alert.
- QB_REMINDER_EMAIL
  This action shows a sample implementation how to send an e-mail to a business partner assigned to a business transaction. It uses the reply e-mail address that is used to send e-mails with a standard e-mail address, for example, with an anonymous sender.