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Function documentationRanking

 

Incidents and service requests can be ranked by displaying the Ranking column in the inbox and the search result lists.

You set up the ranking calculation in a Business Add-In (BAdI) in SAP Solution Manager Configuration. You can use static values, such as the priority of a request, and dynamic values such as the processing time. For example, a message is ranked higher when a service request is escalated, or close to the maximal processing time of an incident.

Note Note

The ranking is calculated when a message is created and edited, so the ranking value is not available as a search criterion. Performance can also be influenced negatively if your BAdI implementation is complex.

End of the note.

Prerequisites

In SAP Solution Manager Configuration, in the IT Service Management scenario:

  1. You have activated the Service Request Enhancements (CRM_ITSM) business function.

  2. You have activated the sample BAdI implementation, or created a custom BAdI implementation, at Start of the navigation path Configure Search Infrastructure Next navigation step Enhance Search Usability Next navigation step BAdI: Set Up Ranking Calculation End of the navigation path.

  3. You have displayed the Ranking column in the Personalize menu.

Features

  • When you sort the result lists, the ranking helps you decide which messages to process next.

  • You can use the CRM_SRQM_WP enhancement spot to define custom calculation rules.

More Information

For more information about ranking in SAP Customer Relationship Management, see the SAP Library for SAP CRM at Start of the navigation path http://help.sap.com/crmInformation published on SAP site Next navigation step <current release> Next navigation step Application Help Next navigation step <language> Next navigation step Service Next navigation step Service Request Management Next navigation step Monitoring Service Requests Next navigation step Transaction Ranking End of the navigation path