Checklist

You can use checklists for step-by-step task processing by one or more users of transactions such as incidents/service requests or problems/master requests. A checklist is a list of steps to be performed by assigned step partners. The checklist profile consists of a number of checklist-related settings, including the checklists themselves.

There are two types of checklists: simple and decision-based. Simple checklists are static and allow only a linear processing of their steps, while the flow of decision-based checklists is influenced by user input.

Integration

Checklists can be integrated with the following business transactions:

Service request (incident)
Master service request (problem)
Request for change
Service order

Prerequisites

To use the checklist function, you must activate either the business function IC and Communication-Enabled Business Processes (CRM_IC_CEBP) or Multifunctional Shared Service Interaction Center (CRM_SHSVC).

You have activated business function Service Request Enhancements (CRM_ITSM) to use additional checklist features.

For the following features of the automatic checklist determination, you have to activate business function Notification Framework and E-Mail (CRM_ITSM_ALERTS) in addition:

Attributes contract and product ID
Restart of checklist determination

You have completed Customizing in Customer Relationship Management, under Start of the navigation path Transactions Next navigation step Basic Settings Checklist Settings End of the navigation path .

Features

For processing the checklist in the appropriate assignment block, you have the following options (for both simple and decision-based checklists):

Select the appropriate checklist from a list of all available checklists for the transaction type that you are creating or editing.
When using simple checklists, you can insert steps manually into the selected checklist: both sequential and parallel processing of checklist steps is possible. To define a sequential processing manually, enter the previous step number.

When using decision-based checklists, adding manual steps is not possible. Also, parallel processing of checklist steps is not possible.
Define checklist step details. For example, you can add the following information to the single checklist steps:
- Enter work instructions and internal notes
- Assign the parties involved
- Schedule single steps
- Add attachments with their properties and reference to URLs
Changes to a checklist step are logged in a change history.
When using decision-based checklists you can trigger actions, for example, launch a new transaction, from individual checklist steps.
Changing of the service request’s attributes can result in the determination of another checklist. However, in this case, the system removes the information contained in the previous checklist from the transaction. That applies only until the checklist selection has been locked. For more information, see Automatic Checklist Determination.

Processing Log

The most important actions that users perform on a service request are logged in the Processing Log assignment block. For example, the system logs changes to the step status or the partner. Actions that the users perform on a checklist step are logged in the change history of the checklist step.

Example

You have an employee who is moving from one office to another. To facilitate this move, several parties, for example, IT management and facilities management, must carry out specific tasks. You can create a checklist that describes each of these tasks in separate steps, and assign each step to the appropriate step partner. Those responsible can then see what tasks they need to carry out, and can indicate when each step is completed.