Web Request in the Service Process 
Use
The following gives information on searching for/processing Web requests in the SAP CRM process transaction. The processing of the Web requests can involve either changes to the service order (status, business partner data, and so on), or changes/supplements to the request form (XML request data) itself. When displaying/changing the request data, you can choose between different views available for a Web request.
Web requests can be processed in both user interfaces (SAP GUI and People-Centric UI).
Prerequisites
You have maintained the settings to display the service processes for the relevant processor.
Features
User Interface SAP GUI
You process
Web requests in the 
process transaction of CRM
on the user interface SAP GUI. You start the process transaction in the SAP
Easy Access Menu under Service
® Process Service Processes.
From the locator on the tab page Search in the field Search, choose the value Service and in the field by the value Web request. You can now specify the selection of Web requests using more fields such as Group, Request category, Status, and so on…, and then start the search. You can switch to the service order processing of a Web request by double clicking on the hit list.
User Interface People Centric UI
You start processing Web requests in the user interface People-Centric UI, either in the CRM BSP Application Service Orders (CRMD_BUS2000116) or Web Requests (CRMD_BUS2000116_WEBR). You start the selection of Web requests using the Enhanced Search. Specify the extended search as described under SAP GUI.
Request Category Group
An optional division criteria and therefore also search criteria for request categories is the assignment to a request category group. The relevant request category group is offered as the search criteria (SAP GUI: Field Group or People Centric UI: Field Request Category Group) for selecting service orders.
You make the request category group settings in the Customizing of SAP CRM, under Customer Relationship Management ® E-Commerce ® E-Service ® Web Requests. You define the groups in IMG activity Define Request Category Group whereas the assignment to a request category is done in the IMG activity Define Request Category.