Using the internal service request, you can enter all types of inquiries or problem descriptions and then initiate a free text search to:

• Find possible solutions in a solution database
• Locate forms that you can use to record and describe your inquiry or problem in more detail

When you search for a solution, you may be able to obtain an immediate answer to your inquiry or solution to your problem. If you choose a form, you can enter additional information to make it easier to process the notification. Forms can be created for many different, customer-specific needs (for example, to request an office move, to approve a budget request, etc.)

The internal service request is integrated with the following functions in the SAP System:

When you process an internal service request, make sure you consider the following points:

• To be able to search for solutions in the solution database, the database must be maintained with the appropriate information or keywords that will support such searches.
• To be able to search for forms, all scenarios to be available for selection must be defined in Customizing for the Internal Service Request (Define Scenarios); in addition, long texts or keywords must be maintained so the system can automatically find the forms on the basis of these texts.

When you enter a text, the system can automatically search for possible solutions in a solution database that match the context of your inquiry or problem description. When the system displays a list of possible solutions, you can select and display the individual solutions. If an attachment is assigned to a solution (for example, an Office document or a URL address), you can also call it up for display.

If the system cannot find a suitable solution, you can send your inquiry or problem description to the SAP System for further processing. In this case, you do not have to assign a processor to the inquiry or problem, since the system generally does this automatically.

In addition to searching solutions, you can also use the internal service request to search for forms. In this case, the system starts a keyword search on the basis of the text you entered to find a suitable form. A form consists of a scenario-related recording screen, in which you can enter additional information about your inquiry or problem.

If the system finds a form, it responds as follows (based on the Customizing settings for the Internal Service Request under Define Scenarios):

• It calls up an Easy Web transaction with which you can process the notification further.
• It calls up a form in which you can enter additional data.
• It saves and sends the notification immediately, if Customizing specifies a text entry only.

As an alternative to an automatic forms search carried out by the system, you can also manually select a form that fits the context of your text entry via the Subject field.

You enter an inquiry or a problem description in the text field of the internal service request. You can then either:

• Search for solutions
• Search for forms or select a form manually via the Subject field
• Send the entered text