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Function documentationCreating Follow-Up Service Requests

 

You can use this function to split a service request or to create a new service request with a reference to another one.

Features

When you copy a service request, a new service request is created. The system fills the most important content of the service request to the new object. For more information, see Follow-Up Transactions.

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

  • Adding the attached documents

    To use this function, select field Copy attachments in Customizing of Customer Relationship Management under Start of the navigation path Transactions Next navigation step Basic Settings Next navigation step Copying Control for Business Transactions Next navigation step Define Copying Control for Transactions Types. End of the navigation path

  • Adding references to the related transactions

    In Business Add-In BAdI: Enhancements for Copying Control, copy routine 000002 for copying related transactions is available. You can use this standard copy routine in Customizing of Customer Relationship Management under Start of the navigation path Transactions Next navigation step Basic Settings Next navigation step Copying Control for Business Transactions Next navigation step Define Copying Control for Transactions Types. End of the navigation path

  • Adding text objects

    To use this function, proceed as follows:

    1. Open Customizing activity Define Text Determination Procedure under Start of the navigation path Customer Relationship Management Next navigation step Basic Functions Next navigation step Text Management. End of the navigation path

    2. Select a text object.

    3. Define an access sequence.

    4. Enter the function module CRM_COPY_TEXT to be called up during text determination.