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 Content and Text Management

 

Technical Data

Technical Name of Business Function

CRM_ITSM_COM

Type of Business Function

Enterprise Business Function

Available From

SAP Enhancement Package 2 (SP05) for SAP CRM 7.0

Technical Usage

CRM core

Application Component

Service Request CRM-BTX-SRQ

Content Management CRM-BF-COM

Basic Functions (CRM-BF)

Text Management (CRM-BF-TM)

Required Business Function

Service Request Enhancements (CRM-ITSM)

Enlarged Text Area and Filters in Text Log ((CRM_TM_1))

You can use this business function to enhance the content and text management capabilities of Service Request Management.

Prerequisites

Type of Component

Component

Required for the Following Features Only

Software Component

As of BBPCRM 702 SP05 or BBPCRM 712 SP0

Features

Visibility of Attachments

You can use this function to control which user roles are allowed to display and edit documents that are attached to a business transaction.

For more information, see Visibility of Attachments.

Fast Navigation to Attachments

A new button is available for the work area toolbar. The button with a paperclip icon indicates that attachments are assigned to a service request. By choosing the button, you can navigate directly to the expanded attachments assignment block.

Editing Attachments

You are able to edit texts or to add attachments even if another user locks the service request.

Text Management

For adding and providing text information, a couple of new features is available for the text management capability:

  • Using only one assignment block for editing texts and displaying the notes history (log)

  • Personalizing the size of the text block by using a new button

  • Filtering and sorting the notes history by several text attributes

  • Classifying texts by tagging a note with up to 8 keywords

  • Adding URLs and executing them in display mode

  • Using text templates

For more information, see Text Management in Service Requests.

Additional Attributes in the BOL layer for Service Request Management

You can now use additional attributes in the BOL layer for Service Request Management. For more information, see release note CRM_ITSM_COM: Text Management Objects in Web Services (Enhanced).