In many companies, the Intranet is the primary medium over which employees obtain company-related information and services (for example, displaying news of the day or submitting vacation requests). In addition, employees can now use the Intranet to report all types of problems or search interactively for solutions to their problems.

Using the internal service request, a centralized, easy-to-use means of creating notifications, every user who has access to the Intranet can create notifications from his or her workplace and search for possible solutions or answers.

A person who creates a notification does not have to be familiar with the SAP System and does not have to assign a processor or mailing address to the notification. The system makes these assignments automatically (for example, by using a standard role and activating the SAP Business Workflow component), thereby ensuring that the notification will be processed further. In view of the predefined settings in Customizing, even users without prior SAP experience can use this Intranet service.

Using the internal service request, you have the following options for making an inquiry or recording a problem:

In addition to creating notifications, you can check and display the current processing statuses of all notifications you created.

To use the internal service request, the following conditions must be fulfilled in Customizing:

• Your company's Intranet is linked to the SAP System.

• Business processes (scenarios) have been defined.

• The SAP Business Workflow component is active for the efficient processing of notifications (optional)

2. You create an internal service request by entering an inquiry or problem description in the text entry field.

3. After you have entered your text, the system reacts as follows (based on your text entry):

• The system displays possible solutions to your inquiry or problem.
• You can send the inquiry or problem description for immediate processing.
• The system displays a form in which you can enter additional information (for example, name of cost center to be changed).
• The system calls up an Easy Web transaction, in which you can enter a description as well as information that is specific to the notification type (for example, material, equipment, customer, etc.).