Gathering Information about Contacts and Customers
Several functions are available that helps you to gather information about contacts and customers.
Prerequisites
To use this function, you must activate the business function Service Request Enhancements (CRM_ITSM).
Features
Contact Information
In the header of the service request overview page, you can display the most important contact dates of a business partner. While editing a service request, the function allows you to have the contact data of the reporter or processor of a service request directly on the screen .
The system retrieves the dates from the standard address of a business partner.
Example
You want to display the telephone numbers and the address of the service request reporter directly on the UI.
For more informations, see Customizing of Customer Relationship Management
under 
Transactions
Settings for Service Requests
Determine Partner Functions for Contact Information
.
Posting Short Notes
You can post short notes concerning business partners in the service request overview page. For more information, see Bulletin Board.
Service Request Assignment Block in Mater Data
You can add the service request assignment block to the master data of the account and the contact. The assignment block enables you to do the following:
You can get an overview of the service requests related to a customer or a contact.
You can navigate to a service request. The service request is opened in edit mode (depending on your authorizations).
You can directly create a new service request. The service request is automatically filled with customer data.
In addition, you can make the assignment block available for the customer fact sheet.
In the UI configuration, you can use several data retrieval parameters to limit the service requests to be displayed. With BAdI CRM_BP_UIU_BT, you can implement a customer-specific filter to limit the service requests.
Accessing Partner Fact Sheets
With this function, you can enable users to get detailed information about customers, contacts, or other partners. By maintaining a service request, you can access the corresponding fact sheets by selecting an appropriate entry of the More
menu.
In Customizing, you can activate the function depending on transaction type and partner function and define the name of the menu entry. For more information, see IMG activity Transactions
Settings for Service Requests
Set Up Fact Sheet Buttons