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Process documentationService Request Management


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.

Structure of a Service Request (for Processor Business Role)

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.

Header Level

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

Assignment Blocks

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.

Processing Service Requests

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

More Information

Check Lists

Using Workflow Tasks

Processing Operations Tasks

For more information, see the SAP Library for SAP Customer Relationship Management in the SAP Help Portal, under Start of the navigation path published on SAP site Next navigation step <Release SAP CRM 7.0 or higher> Next navigation step Application Help Next navigation step Service Next navigation step Service Request Management End of the navigation path.