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Function documentationService Request Management

 

You use service request management to reliably submit, dispatch, approve, monitor, and fulfill requests for service by your customers. Service requests can be used internally by companies where a department delivers services, for example, in shared service center scenarios, as well as in external customer-facing scenarios.

Service requests can be logged through a service desk, directly by the service personnel, or by the users themselves into the system and then, if necessary, can be dispatched to the appropriate personnel for service delivery.

Integration

You can use SAP NetWeaver Business Intelligence to provide detailed content for extensive analyses.

Prerequisites

You have made the following settings in Customizing for Customer Relationship Management:

  • Defined your service request-related transactions under Start of the navigation path Transactions Next navigation step Basic Settings Next navigation step Define Transaction Types End of the navigation path. There is a predefined transaction type named Service Request (SRVR) provided in the standard system that you can use as a base.

  • Made settings under Start of the navigation path Transactions Next navigation step Settings for Service Requests End of the navigation path

  • Made settings for dispatching under Start of the navigation path Transactions Next navigation step Additional Settings Next navigation step Assign Dispatching Rule Profile to Transaction Types End of the navigation path. For more information, see SAP Solution Manager.

  • Made settings related to multilevel categorization under Start of the navigation path CRM Cross-Application Components Next navigation step Multilevel Categorization End of the navigation path

    • Define Application Areas for Categorization

    • Assign Transaction Types to Catalog Categories

    • Assign Item Categories to Catalog Categories

Features

The following features are available to use in service request management:

  • Expanded capabilities of multilevel categorization to categorize your service requests quickly and accurately and, for example, to determine service products automatically based on the selected categorization. For more information, see Multilevel Categorization.

  • Ability to classify transactions based on their urgency and impact to determine their recommended priority, which allows for accurate processing in accordance with agreed delivery times

  • Dispatching of service requests to appropriate partners or groups, as well as the ability to set a specific priority to facilitate prompt service response times.

  • Approval procedures, especially for requests for change, to enable controlled processing of all required approval steps. For more information, see Approvals for Business Transactions.

  • Escalation of service requests that sets escalation levels and dates to identify when the processing time of a service request has been exceeded. For more information, see Escalation of Service Requests.

  • Automatic calculation of the time spent on each stage of service request processing. For more information, see Duration and Date Recording for Service Requests.

  • Automatic determination of service level agreements (SLAs) to transactions based on determination procedures. For more information, see Service Level Agreements (SLA).

  • Predefined templates to facilitate the entry of commonly reported requests

  • Ability to lock one or several transactions to another transaction, which becomes a master service request. This enables the service team to process the request more efficiently, as they can deal with a single master request and do not have to administer each individual service request transaction. Users can add attachments to locked transactions, but cannot make any other individual changes unless they first unlock the transaction from the master service request.

  • System proposal or manual assignment of related transactions to determine relationships between transactions quickly. For more information, see Related Transaction Search.

  • Integration with knowledge articles to provide accurate solution descriptions to solve issues effectively. For more information, see Knowledge Article.

  • Customizable processing log that presents changes made to a transaction in a structured manner. For more information, see Processing Log.

  • Integration with E-Mail Request Management System (ERMS). E-mails sent to the service desk through ERMS automatically generate a service request, and subsequent replies are also automatically linked to that service request. For more information, see E-Mail Response Management System.

More Information

Service Request