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Function documentationRule Policies

 

Rule policies invoke specified actions automatically, when their conditions are satisfied. Rule policies are a set of rules, which are a combination of conditions and actions. Depending on the conditions, the system performs specified actions.

Prerequisites

  • You have defined contexts in Customizing, under Start of the navigation path SAP Customer Relationship Management Next navigation step E-Mail Response Management Next navigation step Define Repository End of the navigation path.

  • Approval procedures:

    • In Customizing, under Start of the navigation path SAP Solution Manager Next navigation step Capabilities Next navigation step Change Request Management Next navigation step Transactions Next navigation step Approvals Next navigation step Define Approval Settings End of the navigation path, you have specified whether the system is to determine the approval procedure by the rule modeler or by default.

    • You have created two rules for approval management. For more information, see the Customizing documentation, under Start of the navigation path SAP Solution Manager Next navigation step Capabilities Next navigation step Change Request Management Next navigation step Transactions Next navigation step Approvals Next navigation step Create Approval Procedure Rules End of the navigation path.

  • If you want to use the rule policy to dispatch requests for change or service requests, to the appropriate persons, you have assigned the dispatching service manager profile to the transaction types, under Start of the navigation path SAP Customer Relationship Management Next navigation step Transactions Next navigation step Additional Settings Next navigation step Assign Dispatching Rule Profiles to Transaction Types End of the navigation path.

Features

  • You can define rules for processing service requests or requests for change, which specify who performs which processing step, in which order.

  • In Change Request Management, you can specify rules for approval procedures.

  • You can display and edit rule policies in the WebClient UI, under Start of the navigation path Service Operations Next navigation step Rule Policies End of the navigation path. In the search screen, if you choose a context, the related rule polices are displayed:

    • “Approval Management” displays the rule policies for approval procedures in change request management.

    • “Service Request Management” displays the IT Service Management rule policies.

    • “Checklist Determination” displays the rule policies for checklists.

  • You can use rule policies to specify which checklists are used, and which processors the system assigns to the checklist steps. For more information, see Checklists.

  • If you choose Start of the navigation path More Next navigation step Dispatch End of the navigation path in a request for change or a service request, the system finds the next available service team, according to the rule policies.

More Information

For information on the prerequisites for using rule policies, and how to create, edit and enhance rule policies, see Start of the navigation path SAP Help Portal for SAP CRM (http://help.sap.com/crm) Next navigation step Application Help Next navigation step Basic Functions Next navigation step Rule Modeler End of the navigation path.