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Function documentationChecklist

 

You can use this function for step-by-step task processing by one or more users for transactions such as incidents/service requests or problems/master requests. A checklist is a list of steps to be performed by assigned step partners. The checklist profile consists of a number of checklist-related settings, including the checklists themselves.

Integration

The checklist function is integrated with the following transactions:

  • Service request (incident)

  • Master service request (problem)

  • Request for change

  • Service order

Prerequisites

To use the checklist function, you must activate either the business function IC and Communication-Enabled Business Processes (CRM_IC_CEBP) or Multifunctional Shared Service Interaction Center (CRM_SHSVC).

You have activated business function Service Request Enhancements (CRM_ITSM) to use additional checklist features.

For the following features of the automatic checklist determination, you have to activate business function Notification Framework and E-Mail (CRM_ITSM_ALERTS) in addition:

  • Attributes contract and product ID

  • Restart of checklist determination

Features

For editing the checklist in the appropriate assignment block, you have the following options:

  • Select the appropriate checklist from a list of all available checklists for the transaction type that you are creating or editing.

  • Insert steps manually into the selected checklist. Both sequential and parallel processing of checklist steps is possible.

    To define a sequential processing manually, enter the Previous Step Number.

  • Define the sequence of the steps by changing the Step Number.

  • Cancel steps that are not in status Completed and which are not set as Mandatory in Customizing.

  • Define checklist step details. For example, you can add the following information to the single checklist steps:

    • Enter work instructions and internal notes

    • Assign the parties involved

    • Schedule single steps

    • Add attachments with their properties and reference to URLs

    Changes to a checklist step are logged in a change history.

  • Trigger actions, for example, launch a new transaction, from individual checklist steps.

  • Changing of the service request's attributes can result in the determination of another checklist. However, in this case, the system removes the information contained in the previous checklist from the transaction. That applies only until the checklist selection is been locked. For more information, see Automatic Checklist Determination.

Processing log

The most important actions that users perform on a service request are logged in the Processing Log assignment block. For example, the system logs changes to the step status or the partner. Actions that the users perform on a checklist step are logged in the change history of the checklist step.

Example

You have an employee who is moving from one desk to another. To facilitate this move, several parties, for example, IT management and facilities management, must carry out specific tasks. You can create a checklist that describes each of these tasks in separate steps, and assign each step to the appropriate step partner. Those responsible can then see what tasks they need to carry out, and can indicate when each step is completed.