Internal Service Request (ISR) 

Use

You can use the Internal Service Request (ISR) to enable users of a service to use the Interactive Forms based on Adobe Software integrated application to request and have services performed. Service requests are automatically sent to the person responsible for processing them. This simplifies communication between the person requesting a service and the person performing a service since this is usually handled mainly by e-mail or telephone.

Integration

You make the settings required for an Internal Service Request (for example, define form, enter processor) in Customizing in an ISR scenario.

For you to use this function in Business Packages and in Express Planning, Customizing includes numerous ISR scenarios that you can use directly or copy and adapt to suit your requirements. These ISR scenarios are organized in ISR scenario groups. For information about which ISR scenario groups with which ISR scenarios exist for which service, see the documentation for the business package or for Express Planning.

Prerequisites

To use the standard or adapted ISR scenarios, you must have made the following settings:

●      You have copied the current scenario Customizing from client 000 to the current client, using transaction QISR_SM29 (object lists P46C_ISR_SCENARIO and AX8_ISR_SCENARIOX).

●      You have entered the server on which the services (Web Dynpro) are located. You make these settings in Customizing of the ERP system, under Cross-Application Components ® Internet/Intranet Services ® Internal Service Request ® Scenario Definition ® Define Scenarios ® <Scenario Name> ® Version ® Additional Data for Scenario. You must enter the relevant server so that the ISR scenario form can be accessed from the ERP system (for example, by the processor of the notification, or from scenario Customizing for a form test). Regardless of the scenario from which you accessed Customizing, for each input type you can enter a server that is valid for all scenarios.

●      Adobe Reader 7.0.8 is installed on the PC of the person submitting the request.

Settings for the Notification Type

You can determine which notification type is relevant for a particular ISR scenario in the Customizing settings for the individual ISR scenarios, by choosing Cross-Application Components ® Internet/Intranet Services ® Internal Service Request ® Scenario Definition ® Define Scenarios ® <Scenario Name> ® Version in the Notification Type field.

●      In Customizing of the ERP system, check whether the notification type exists in the current client by choosing Cross-Application Components ® Notification ® Overview of Notification Type. If this notification type does not exist, you can copy the required Customizing settings from client 000 into the current client, using transaction QISR_SM29 (object list P46C_ISR).

●      Define the number ranges for the notification type in Customizing of the ERP system, by choosing Cross-Application Components ® Notification ® Notification Creation ® Notification Type ® Define Number Ranges.

Authorizations

The person submitting the request must have authorization for the following authorization objects:

●      Activities for General Notifications (B_NOTIF)

Relevant authorization fields:

○       Notification Type (QMART)

○       Activity Type for Notification Maintenance(NOTIF_ACT) = Notification Creation (41)

●      PM/QM: Notification Types (I_QMEL)

Relevant authorization fields:

○       Notification Type (QMART)

○       Transaction Code (TCD) = IQS1

●      User Master Maintenance: User Groups (S_USER_GRP)

○       Activity (ACTVT) = Display (03)

●      BC-SRV-KPR-BDS: Authorizations for Document Set (S_BDS_DS)

Relevant authorization fields:

○       Business Document Service: Class Name (CLASSNAME) = *

○       Business Document Service: Class Type (CLASSTYPE) = *

Workflow

A processor and, if required, an approver, must be assigned to an Internal Service Request. Workflow template WS31000009 is available for ISR scenarios with Input with Adobe PDF as the Input Type in Web for this purpose.

To assign the workflow template to an ISR scenario, proceed as follows:

...

       1.      In Customizing of the ERP system, choose Cross-Application Components ® Internet/Intranet Services ® Internal Service Request ® Scenario Definition ® Define Scenarios ® <Scenario Name> ® Version ® Additional Data for Scenario.

       2.      Choose New Entries and enter the name of the ISR scenario again.

       3.      In the Create Notification field, enter the workflow template WS31000009 and confirm the entry.

       4.      Choose Assignment of Processors and create a new entry for each role you want to use (such as Notification Processor, Approver). Assign a user to a role.

Features

For general information about the functions of Internal Service Requests, see SAP Library, under Cross-Application Components ® Internal Service Requests.

For additional technical information, see the ISR Cookbook on SAP Service Marketplace at service.sap.com/ISR.

Activities

If you want to modify one of the standard ISR scenarios (such as to add additional input fields to the form), copy the scenario in Customizing by choosing Cross-Application Components ® Internet/Intranet Services ® Internal Service Request ® Scenario Definition ® Define Scenarios, and then modify the copy.