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
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.
In SAP Solution Manager Configuration, in the IT Service Management scenario:
You have activated the Service Request Enhancements (CRM_ITSM) business function.
You have activated the sample BAdI implementation, or created a custom BAdI implementation, at
.You have displayed the Ranking
column in the Personalize
menu.
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.
For more information about ranking in SAP Customer Relationship Management, see the SAP Library for SAP CRM at