Item Determination
The system creates an item for the service request and assigns a service product to the item based on the selected categories. The service product can be used to determine, for example, service contracts, service level profiles, billing information, and dates.
Prerequisites
You have made the following settings in Customizing for Customer Relationship Management
:
Mapped transaction types to catalog categories in
CRM Cross-Application Components
Multilevel Categorization
Assign Transaction Types to Catalog Categories
Configured item determination in
Transactions
Settings for Service Requests
Define Item Determination
You have defined service products for categories in the CRM WebClient UI under Service Operations
Categorization Schemas
. At the schema level, you can assign schemas to application
areas. At the category level, you can assign service products to categories.
Features
Depending on the Customizing settings, the system determines the service product using multilevel categorization or by using the Business Add-In (BAdI) Product Assignment for Creation of Service Items
. You can find this BAdI in Customizing for Customer
Relationship Management
under Transactions
Settings for Service Requests
Business Add-Ins
.
If item determination has not been set up in Customizing and in the CRM WebClient UI category modeler, the BAdI is used.
If item determination has been set up for multilevel categorization but the service product cannot be determined based on the selected categories, the BAdI is used.
If item determination is done using multilevel categorization, the service product is assigned to the item when you save the service request.
If multiple service products are determined based on multilevel categorization, the system chooses the service product assigned to the lowest level category. If there is no service product specified for the lowest level category, the system searches for a service product at the next highest category level.