In Service Operations
, you configure several settings to support message handling in IT Service Management.
For example, the following is available:
Activity Template
In IT Service Management, you can, for example, create tasks.
For more information, see the SAP Library for SAP Customer Relationship Management in the SAP Help Portal, under
.Categorization schemas
Specify the multilevel categories and their hierarchy.
You activate and configure sample categorization schemas in the SAP Solution Manager Configuration, IT Service Management scenario, Perform Optional Configuration
step.
For more information, see the SAP Library for SAP Customer Relationship Management in the SAP Help Portal, under
.For information about using auto complete with incidents, see the SAP Library for Customer Relationship Management in the SAP Help Portal, under
.Mail forms
Specify Mail forms to send formatted E-Mails.
For more information, see the SAP Library for SAP Customer Relationship Management in the SAP Help Portal, under
.Rule Policies
You specify rule policies to automate specific tasks, such as assigning the workflow tasks for processing service requests, which specify who performs which processing step and in which order.
For more information, see Rule Policies.
For more information about using rule-based dispatching with incidents, see the SAP Library for Customer Relationship Management in the SAP Help Portal, under
.Surveys
To create surveys, specify the questions and their sequence.
For more information, see the SAP Library for SAP Customer Relationship Management in the SAP Help Portal, under
.For more information about service operations data in SAP Customer Relationship Management, see the SAP Library for SAP Customer Relationship Management in the SAP Help Portal, under
.