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 Service Request Enhancements

 

Technical Data

Technical Name of Business Function

CRM_ITSM

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)

Categorization and Reference Object in Transaction (CRM-BTX-BF-CAT)

Basic Functions(CRM-BTX-SRQ-BF)

Basic Functions (CRM-BF)

Actions (CRM-BF-ACI)

Partner Processing (CRM-BF-PD)

Organizational Management (CRM-MD-ORG)

Service Analytics (CRM-ANA-SRV)

Rule Modeling(CRM-IC-EMS-RUL)

Required Business Function

Sales and Service (CRM_SLS_SRV_1)

Service Management 1 (CRM_SRV_1)

Enlarged Text Area and Filters in Text Log (CRM_TM_1)

Reduction of Implementation Time CRM_TCI_1

IC and Communication-Enabled Business Processes(CRM_IC_CEBP)

Multifunctional Shared Service Interaction Center(CRM_SHSVC)

Infrastructure (CRM_INF_1)

You can use this business function to enhance the functions and the usability of the Service Request Management and the Rule Modeler maintenance.

Prerequisites

Type of Component

Component

Required for the Following Features Only

Software Component

As of BBPCRM 702 SP05 or BBPCRM 712 SP0

You have activated the following business functions in addition to this business function:

Business Function

Component

Required for the Following Features Only

CRM_TCI_1

Copying control enhancements

CRM_SLS_SRV_1

Service Request Management enhancements

CRM_RMD

Rule modeler maintenance

CRM_SHSVC

Checklists

Rule modeler maintenance

Service Request Management enhancements

CRM_IC_CEBP

Rule modeler maintenance

CRM_INF_1

Text management

Features

Transaction Ranking

You can classify service requests with a transaction ranking. The transaction ranking allows you to filter search results to support decision–making for the scheduling of support tasks. For more information, see Transaction Ranking.

Checklist Enhancements

The following new features are available for checklists:

  • For automatic checklist determination, the following new attributes are now available for creating rule policies:

    • Contract

    • Product ID of contract

    With these attributes, you can determine checklists that are adapted to the services that you have agreed with the customer. Automatic checklist determination runs again when you change attributes that are used in the rule policy for checklist determination. This applies only for the initial phase of service request processing.

    Note Note

    To use the automatic checklist determination, activate business function Notification Framework and E-Mail (CRM_ITSM_ALERTS) in addition.

    End of the note.

  • You can now send e-mail notifications when a certain due date is reached for a checklist step.

  • The following features are now available for the checklist steps:

    • You can use additional fields for the administration of checklists.

    • The creation and the completion date are filled automatically.

    • The following dates can be filled automatically based on the values defined in the response profile. This function enables you to schedule tasks according to the following specifications that are defined in the service level agreement:

      • Planned start date

      • Planned end date

      For more information, see Calculation of Checklist Step Duration.

    • In addition to the text types Comment and Work Instruction, a new text object is available for the checklist steps. You can use it to edit an additional internal note.

    • You can add the following new fields to the columns of the checklist step overview:

      • Additional note

      • Work instruction

      In these columns, the first characters of the related texts are displayed. In the tooltip, you can read the whole text.

    • You can now search for service requests with attributes of the checklist step.

Category Search Help

Previously, by searching for the categories of a service request, the system outputs the complete category hierarchy. You were not able to specify search criteria to find categories.

Now you can use a string to search for categories within the category hierarchy. The search result of the fuzzy search outputs all category nodes that contain the entered string. If required, you can output the result in a structure view on the category hierarchy.

Search for Service Requests with My Involvement

With the new search category With My Involvement, you can search for service requests that you have created or changed. The function is available for the advanced search and the service monitor.

For more information, see Searching for Service Requests.

Processing Log

The following objects or actions are logged:

  • Actions performed on a checklist, for example the following actions:

    • Adding a checklist

    • Changing the status of a checklist step

    • Determining the checklist automatically

  • Items that have been deleted or added. For actions on notes and attachments, the users can display only these objects that they are authorized for.

  • Changes to categories are now logged with the labels that you have defined in the category modeler. Previously, all categories were logged with an identical entry. You were not able to identify the related categorization block

  • Display the dates in the format defined in the user settings. This includes the conversion of the timestamp.

  • Changes to the service profile and response profile

For more information, see Processing Log.

Rule Modeler Enhancements

The following new features are available for the rule modeler:

When maintaining a rule policy, you can now use a vertical splitter to increase the application area that is currently being used. Note that the vertical splitter is available even if you do not activate the business function.

  • The most frequently used functions for the rule modeler maintenance are currently available as a button or a one-click action. This applies to all business roles.

  • When maintaining a rule policy, you can now use a vertical splitter to increase the application area that is currently being used.

    Note Note

    The vertical splitter is available even if you do not activate the business function.

    End of the note.

  • For rule policies in context Service Request Management, several new condition attributes are available that you can use to process automatic actions or to provide buttons for the work area toolbar (see also section Fast access to actions on service requests.

  • The following new services and conditions are available for creating rule policies for Service Request Management context:

    • AH_ROUTE_TO_DECI – Route to Decision Engine

    • AH_SRV_DET_ORG – Determine Organizational Data

    • AH_SRV_REQ_DL_BP – Remove Partner from Service Request

    • AH_SRV_REQ_SALES – Set Sales Organizational Unit in Service Request

    • AH_SRV_REQ_SERVI – Set Service Organizational Unit in Service request

    • FG_SRV_REQ_CDATA (Service Request Customer Data) to use the country and region of the customer as condition attribute

    • FG_SRV_REQ_C_MKT (Customer Marketing Attributes)

    • FG_SRV_REQ_RDATA (Service Request Reporter Data) to use the country, region, and language of the reporter as condition attribute

    • FG_SRV_REQ_R_MKT (Reporter Marketing Attributes)

    • FG_SRV_REQUEST Priority of service request

Fast Access to Actions on Service Requests

You can now add buttons to the work area toolbar to provide frequently used functions that are available as actions in an action profile. In the standard system, a sample implementation is available. You can easily reuse it.

For more information, see Fast Access to Actions on Service Requests.

Forwarding Service Requests

The following functions enhance the forwarding function for service requests:

  • In Customizing, you can define fields that should trigger an automatic forwarding of a service request when they are changed.

  • You can create customer-specific buttons for the work area toolbar to forward a service request manually. When you press a button, a rule policy is executed that determines a new employee responsible or a new service team.

  • In the rule policy in context Service Request Management, a new action is available that is helpful in the context of forwarding service requests. The new action allows the automatic removal of the employee responsible.

For more information, see Forwarding Service Requests.

Copying Service Request

When splitting service requests or creating follow-up service requests, the following objects are also copied:

  • Attached documents

  • References to the related transactions

  • Text objects

For more information, see Creating Follow-Up Service Requests.

Displaying Contact Information

In the header of the service request overview page, you can display the most important contact dates of a business partner.

For more information, see Gathering Information about Contacts and Customers.

Status Solution Provided

You can prevent a service request from being set to status Solution Provided if the users have not added a knowledge article with status Published. For more information, see documentation of implementation CHECK_SOL_PROVIDED of Business Add-In CRM_ORDER_STATUS.

Reporter On Behalf

You can add the new field Reporter on Behalf to the transaction header. This field displays the result of partner function Reporter on Behalf (Person) (00000152).

Local Time of the Business Partners

Additional fields are available that inform you about the time zone and the local date and time of the business partners:

  • In the service request header

  • In the parties involved assignment block (time zone and local date and time)

  • In the master data of the business partner (time zone and local date and time)

New Business Add-In for Partner Determination

With the new Business Add-In COM_PARTNER_BADI, you can now use customer-specific filters to implement partner determination routines.

Organizational Assignment

  • In the service monitor and the search page, you can now search for incidents and problems by organizational units. The new search attributes allow you to create a list of all service requests that are assigned to your service organization. You can display the organizational assignments in the result list.

  • You can now manually trigger the automatic determination of the organizational assignments.

  • In the application, you can now display the log of the organizational determination. If you assign the user parameter CRM_ORGDETER_LOG to your user, the new button Organizational Assignment Log is available for the organizational data assignment block.

  • Some smaller usability enhancements are available.

    Example Example

    • Some new input helps

    • You can now provide the name of the organizational unit instead of the ID

    End of the example.

  • By maintaining the organizational assignments, you can now use new attributes for the service scenario.