Using service request management and service request fulfillment, you can manage predefined IT services that are used regularly within the organization, such as resetting a password or assigning new equipment. Usually, this type of service request is handled by the service management team and does not require a request for change to be submitted.
Depending on the category assigned, the service request types have specific input fields, to gather the information that is required to complete a specific service request. Therefore, there is no need for direct communication between the processor and the person requesting the service. In addition, you can create instructions on how to provide a specific service
As an end user, you create a service request to request a specified service.
Each service request has a person that is responsible for processing it. A service request can be split into tasks that can be assigned to several processors in various departments.
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.
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 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 which status to select for which action.
Substatus
: A reason for a specific status
Impact
and Urgency
: Calculate the recommended priority
Priority
: To overwrite the recommended priority
Dates
: To enter specific dates for processing the incident
Category
: To categorize the service request using multi-level 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.
Service Product
: The assigned service product is displayed. If configured, the service level also depends on the service product that the service request is based on.
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.
Service request management is configured in SAP Solution Manager Configuration, in the IT Service Management scenario,
step.Overall process
The end user creates a service request.
Alternatively, a processor can create a service request on behalf of a user.
The processors process the service request by using one of following options:
Checklists
Use the Checklist
assignment block to process service requests. The tasks are displayed on the home screen, under Workflow Tasks
.
Guided procedures
Use the Guided Procedure
assignment block to process service requests, document the tasks, and record the efforts. The guided procedure tasks are displayed on the home screen.
Assigning processors
Processors can be assigned to a service request either manually or automatically using a predefined set of rules.
The processors mark the tasks as completed.
The service requestor confirms that the service has been provided.
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
Creating Service Requests as an End User
Creating Service Requests as a Dispatcher or Processor
For more information, see the SAP Library for SAP Customer Relationship Management in the SAP Help Portal, under
.