Checklists

You manage tasks for service requests, change transactions, and IT requirements from the Checklist assignment block.

You can create tasks for each category of service request or change transaction.

You can create workflow tasks so that the system can notify the processor.

The system shows the processors any tasks that are assigned to them in various service requests, change transactions, or IT requirements on their start page. If a support team is assigned, all members of the support team see the task.

If configured, use decision-based checklists to be able to adapt the workflow.

Prerequisites

You have configured the Customizing for checklists, including decision-based checklists, under Customer Relationship Management Transactions Basic Settings Checklist Settings .
You can also enter the mandatory Customizing for using checklists in the following scenarios as follows:
- For IT Service Management, under SAP Solution Manager Capabilities (Optional) IT Service Management Checklists .
- For Change Request Management, under SAP Solution Manager Capabilities (Optional) Change Control Management Transactions Checklists
- For Requirements Management, under SAP Solution Manager Capabilities (Optional) Requirements Management Transactions Checklists

You have created rules for transactions, categories, and partner determination under Service Operations Rules .
You have personalized your display to show the Checklist assignment block.

Features

The system shows all tasks required to process a service request, change transaction, or IT requirement.
You can specify which tasks can be performed at the same time and which must be performed consecutively. You can display the sequence graphically by choosing Display Process Flow.
A support team member or support team can be assigned as partner.
When a task is confirmed, the system releases the subsequent tasks.
You can create further tasks to process a service request, change transaction, or IT requirement. You can add these tasks to a service request, change transaction, or IT requirement and assign them to a processor.

Activities

Set the tasks to in process and confirm them.
Open Check list step: Details to display any processing information specified in the configuration of the SAP Solution Manager.
Specify deadlines and other processing information, and forward the task.
Confirm that a task is completed by setting its status to Completed.
If configured: Process the steps based on decisions you take that trigger different actions.

More Information

Processing Service Requests
Using Workflow Tasks
For more information about configuring checklists, in the How to Guide Service Request Management, see section Setup of Service Request Fulfillment, as referenced from the SAP Solution Manager Configuration, IT Service Management scenario under Perform Optional Configuration Configure Service Catalog and Request Configure Service Request Management .
For more information about checklists in SAP Customer Relationship Management, see the SAP Library for SAP Customer Relationship Management at http://help.sap.com/crm <current release> Application Help Service Service Request Management Processing Service Requests Checklist