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Function documentationText Management in Service Requests

 

When processing service request transactions, you can use specific functions to add and provide text information. These functions support you in managing and monitoring the communication between the several partners involved in the process.

Reporters or specialized partners can add and change notes to describe problems or add additional information. For example, service personnel can use the notes for the following:

  • Checking back a problem

  • Informing the reporters about the progress of a service request

  • Providing a problem solution

Prerequisites

You have activated the business function Content and Text Management (CRM_ITSM_COM).

  • You have made the settings for text management in Customizing for Customer Relationship Management under Start of the navigation path Basic Functions Next navigation step Text Management End of the navigation path. In the standard system, the text object CRM_ORDERH and the text determination procedure Service Request (IT000001) are used for Service Request Management.

  • The notes assignment block with ID GSTEXT is visible in the following overview pages:

    • Service Request/Incident (UI component SRQM_INCIDENT_H, View ID IncidentOV)

    • Master Service Request/Problem (UI component SRQM_PROBLEM_H, View ID ProblemOV)

  • If required, you have removed the other text and text log assignment blocks (UI Component ID GSTEXTEDIT).

Features

To map the particular requirements of service request management, the following functions for the notes assignment block (UI Component GSTEXT) are available. For more information, see

More Information

For more information about the standard text management, see Text Management