An end user creates a service request to request a specified service. Processors process the service request. The service request can be split into tasks and assigned to various processors.
A service request consists of the header details, which are organized in individual groups, and additional assignment blocks. You can customize which assignment blocks are displayed according to your requirements.
In the header details, you specify the general data that is valid for the entire service request. This includes, for example, the following data:
General Data
, for example, the following:
Description
: Title of the service request
Support Team
and Message Processor
: If configured, when you enter data in one of these fields, the system suggests suitable values for the other. If this function is configured, only use the Details
assignment block to enter support team and message processor, that is, do not use the Business Partner
assignment block.
Processing Data
, for example, the following:
Status
: To change the status, enter the new status and save the service request. The selection of the status depends on the configuration of your system. Ask your system administrator what status to select for which action.
Impact
and Urgency
: Calculate the recommended priority
Priority
: To overwrite the recommended priority
Dates
: To give specific dates and not recur to service level times calculation
Category
: To categorize the service request using multilevel categories. Depending on the category, the system can execute some actions automatically.
Solution Category
: The processor categorizes the cause for a service request.
Relationships
: To relate the service request to other messages, for example, the following:
Related Problem
: To enter a problem that relates to the service request, or use Find Related Problem
to assign related problems. After creating problems as follow-up transactions, the problem is displayed here.
Related Knowledge Article
: To assign a solution for a service request for future reference
Reference Objects
: To specify the object that the service request relates to
In the assignment blocks, you specify additional data, for example:
In the Guided Procedures
assignment block, the related guided procedures for processing the service request are displayed.
In the Service Level Agreement
assignment block, the service level times are configured.
Depending on your role, you create a service request as follows:
You can control service request fulfillment as follows:
By checklist
A service request has a person responsible. Processing can be divided into steps and distributed to a number of processors in various departments. The assignment block Checklist
is used to process service requests. On their home screen, under Workflow Tasks
, the processors can be informed when their tasks are assigned.
By guided procedure
A service request has a person responsible. Processing can be distributed among several tasks and processors in various departments. The Guided Procedure
assignment block is used to process service requests, document the tasks, and record the efforts. The IT Service Management home screen displays processors the tasks they have assigned.
Assigning processors
Processors can be assigned to a service request manually or automatically using a predefined set of rules.
The reporter can perform the following actions:
Create a service request for a specified service
Display their own service requests and monitor their status
Answer a processor query
Confirm the solution
The reporter can also report the message by telephone, e-mail, or in other ways. A dispatcher or processor creates such messages and performs other actions in the system for the reporter.
The dispatcher can perform the following actions:
Create a message if service requests are reported either by telephone or in other ways
Forward a message to a processor
Confirm completed messages
The processors responsible for the service request can then perform the following actions:
Receive service request
Prioritize and categorize the service request
Find a solution
Process the service request
Send an e-mail for the service request to the reporter
Forward the service request to other support teams or SAP Support
Propose a solution to the reporter
For more information, see the SAP Library for SAP Customer Relationship Management in the SAP Help Portal, under
.