1

Ser vi c e Request Management

SAP Enhancement Package 1 for SAP CRM 7.0
CRM Service
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Obj ec t i ves
At the end of this unit, you will be able to:
Explain service request management
Process service requests in SAP CRM
Configure service requests
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Agenda
1. Service Request Management Overview
2. Service Request Management Functions
2.1 Functions Available with SAP CRM 7.0
2.2 Functions Available with SAP EHP1 for SAP CRM 7.0
3. Service Request Management Configuration
3.1 Functions Available with SAP CRM 7.0
3.2 Functions Available with SAP EHP1 for SAP CRM 7.0
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Ser vi c e Request Management Over vi ew
A service request is typically a request from
a user for information, advice, or a pre-defined
service (e.g. password reset)
Since SAP CRM 7.0 a default transaction
type Service Request is available
A service request is a one-item transaction,
for which the item is usually automatically
determined
Service requests can be categorized,
prioritized, and dispatched
In addition to the service requests, master
service requests can be used to bundle
several service requests into one master
service request
Apart from the bundling function, the same
functionality as for service requests applies to
master service requests
Since SAP CRM 7.0 a default transaction
type Problem is available which represents a
master service request
Customer Service Organization Expert
Contact
service
desk
Confirm
request
fulfillment
Fulfill
request
Identify customer
and create
service request
Categorize and
prioritize
service request
Dispatch and track
service request
(if necessary)
Bundle service requests
in master service
request (if necessary)
Update and close
(master)
service request
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Ser vi c e Request Management Usage Opt i ons
Service requests and problems (master service requests) can be used in
Shared Service Centers, e.g. for Accounting Interaction Center
IT service management
Technical service management
Facility management
Information help-desks
..and many more scenarios
From a technical perspective,
the service request functions are the basis for the incident management process in the IT
service management scenario
the master service request functions are the basis for the problem management process
in the IT service management scenario
Please also refer to the Incident and Problem Management chapter.
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Ser vi c e Request Det ai l s (1)
In the Service
Request Details
you can document
who has reported the
issue and who is
responsible for it
the processing status
and requested start and
end date
the impact, urgency,
priority and multiple
categories
textual descriptions of
diverse text types
which objects are
affected
whether the service
request is assigned to a
problem, request for
change, or knowledge
article
A service request is user-related request for a defined service or a request for a new service.
A service request does not usually require resource planning and service parts planning.
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Ser vi c e Request Det ai l s (2)
In the service request you have
access to
Dispatch
Auto Complete
Find Related Problems
Find Knowledge Articles
Unlock
Send E-Mail
Print / Print Preview
Display Object
Relationships
You can create a service request
from scratch or from a template.
You can copy an existing service
request
You can create follow-up
transactions from the service
request, for example, a service
confirmation
Send e-mail is only available in non-Interaction Center business roles.
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Ser vi c e Request Det ai l s (3)
In the service request, you have access to information such as
Time Recording (new in SAP EHP1 for SAP CRM 7.0)
Checklist (new in SAP EHP1 for SAP CRM 7.0)
Related knowledge articles and further related transactions
Attachments and notes
Service level agreements
Date and duration information
Organizational data and parties involved
Process flow of service request
Change history and processing log
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Mast er Ser vi c e Request ( Pr obl em ) Over vi ew
Nearly all functions as
described for the service
request also apply to the
master service request
(problem).
Not included in the master
service request are:
Unlock
Find Related Problem
Process Flow of Service
Request
In addition to service request
functions, the master service
request offers:
Related Incidents
assignment block to
bundle service requests
(=> incidents)
Pricing, shipping and
billing assignment blocks
A master service request (problem) is a service request to which one or more business
transactions are assigned and locked. When a transaction or transactions are locked to a
master service request, users process only that master service request rather than processing
multiple transactions individually.
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Agenda
1. Service Request Management Overview
2. Service Request Management Functions
2.1 Functions Available with SAP CRM 7.0
2.2 Functions Available with SAP EHP1 for SAP CRM 7.0
3. Service Request Management Configuration
3.1 Functions Available with SAP CRM 7.0
3.2 Functions Available with SAP EHP1 for SAP CRM 7.0
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I t em Det er mi nat i on
The item for the service request is usually determined automatically based on the
service requests multi-level categorization.
You can configure the system to decide whether the selected categorization can be
changed after initial category selection and whether the item is re-determined if the
categorization is changed.
If no service product is defined for the selected
categorization level, but a service product is
available on a higher-level category, the
respective service product will be used for item
determination
If you dont want the item to be determined
based on the service requests categorization,
you can use a BAdI
Per default, the item is not displayed in the
service request. If required, it can easily be
made visible in the SAP BSP WD Workbench
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SLA Det er mi nat i on and Dat e Cal c ul at i on
Service and response profiles can be assigned to several SLA-relevant objects,
such as contracts, products, objects, installed bases, and sold-to parties.
In the service request, the service and response profiles can be flexibly determined
from these objects based on a determination procedure.
Dates like To Do By can be automatically calculated based on the service and
response profile information.
For details, refer to the IT Service Level Management presentation.
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Func t i ons Based on Mul t i l evel Cat egor i zat i on Aut o
Compl et e, Fi nd Rel at ed Pr obl ems, Fi nd Know l edge Ar t i c l es
The service request can be categorized on multiple levels with several
categorization blocks.
To auto complete a service request, the processor needs to select a
categorization and the system can then find and copy a template which was
assigned to this categorization
Problems with the same categorization as entered in the service request can be
proposed by the system when choosing Find Related Problems
Knowledge articles with the same categorization as entered in the service
request can be proposed by the system when choosing Find Knowledge
Articles
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Ex ampl e: Fi nd Know l edge Ar t i c l es
Find Knowledge Articles finds knowledge articles which have the same categorization on header level as a
service request/incident, master service request/problem, or request for change.
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Di spat c h
Dispatching allows to assign a service request to another employee or service team
based on flexibly definable rules, for example if a help-desk agent cannot solve an
issue remotely and wants to dispatch the service request to the 2
nd
level support.
Rules for dispatching are set up in the Rule Modeler.
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Di spl ay Obj ec t Rel at i onshi ps
If object relationships exist for an object entered on the service requests header,
you can display the relationships from the service request.
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Know l edge Ar t i c l e I nt egr at i on
Knowledge Articles assignment block: Search for relevant knowledge articles via F4 help
Find knowledge articles (from the More button on header level): Proposes knowledge
articles which have the same categorization as the service request
Suggest knowledge articles (from the Knowledge Articles assignment block):
Proposes knowledge articles which are assigned to a category in the categorization
schema
To help process the service request, the processor can search for knowledge
articles in the service request:
For further information about the knowledge article, please refer to the Knowledge Article
chapter of the IT Service Management RKT topic.
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Dur at i ons
The system can automatically calculate the duration of a service request.
Per default, two duration types are delivered:
Work duration: Calculates the time a transaction was in work, but not in status Customer Action
Total duration: Calculates the total time it took to complete the transaction
You can display durations in the Dates assignment block as well as in the Service Level
Agreement assignment block.
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Fol l ow -Up Tr ansac t i ons and Sc hedul ed
Ac t i ons
You can configure the system so that you can create all sorts of transactions as
follow-up of a service request, for example a service confirmation:
You can schedule and execute actions in the service request:
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Pr oc ess Fl ow of Ser vi c e Request
The Process Flow of Service Request indicates whether problems (master service
requests), requests for change, or knowledge articles have been linked to the
service request / incident.
If transactions have been linked, you can easily navigate to them by clicking on
the process flow entry.
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Rel at ed Tr ansac t i ons
In the Related Transactions assignment block,
the system automatically updates links to transactions which are related to the
service request processing, e.g. the Interaction Record, a service contract, or a
service confirmation which was created as follow-up of the service request
you can manually add any further transactions which are relevant for the service
request to refer to them
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Pr oc essi ng Log
The processing log provides a consolidated audit trail of changes made to a
transaction
Various log types are available for selection
One type can be defaulted for viewing
Changes to fields can be logged selectively
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Rel at ed I nc i dent s Avai l abl e f or Mast er
Ser vi c e Request s ( Pr obl ems )
If several incidents (or service requests) are probably related to the same root cause,
the user can assign them to a problem (= master service request).
The user can search for the incidents via value help, or via Find Related Incidents.
Find Related Incidents gives a list of incidents or service requests which have the same
catalog categorization as the problem. The user can select the relevant transactions and
assign them to the problem.
To stop individual processing of the transactions, the user can lock the incidents /
service requests to the problem, so that only the problem needs to be completed and
the locked transactions will then be automatically closed.
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Unl oc k Ser vi c e Request s f r om a Pr obl em
(Mast er Ser vi c e Request )
An service request / incident can be assigned and locked to a problem (or also a request for
change). In this case the service request / incident will not be processed individually. The
completion of the problem (request for change) will automatically close the service request /
incident.
If a service request / incident is locked to a problem (request for
change) but the user would like to process it individually after all, the
employee can select Unlock in the service request to open the
service request again for processing.
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Agenda
1. Service Request Management Overview
2. Service Request Management Functions
2.1 Functions Available with SAP CRM 7.0
2.2 Functions Available with SAP EHP1 for SAP CRM 7.0
3. Service Request Management Configuration
3.1 Functions Available with SAP CRM 7.0
3.2 Functions Available with SAP EHP1 for SAP CRM 7.0
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Ti me Rec or di ng New i n SAP Enhanc ement
Pac k age 1 f or SAP CRM 7.0
Time Recording enables fast and easy entry of time spent working on a
service request or problem (master service request):
Time record details can contain: Actual duration, employee responsible, service
product quantity, service type, valuation type, etc.
Typically the user only needs to enter the actual duration and start time
The system automatically creates a service confirmation item per
entered time record
The service product of the service request / problem, e.g. Investigation, is the
same as in the service confirmation
When you enter your time spent working on a business transaction, the service product
available in the transactions item is automatically copied into the time record as read-only
information. You can enter start date and time, work duration, employee responsible, as
well as additional data such as service and valuation type.
Once the first time record is saved, the system automatically creates a service confirmation
as a follow-up document of the service request / master service request. The confirmation
is created according to the copy-control settings defined in Customizing. Further time
records in the same service request / master service request will be captured as items
within the existing service confirmation.
You can enter time records at any time as long as the transaction is not in status
Completed.
You can edit a time record as long as it has not been saved. After saving the time record,
you need to apply any necessary changes to the service confirmation to which the time
record (service confirmation item) is linked.
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Chec k l i st New i n SAP Enhanc ement Pac k age
1 f or SAP CRM 7.0
With checklists all individual tasks (steps) required to fulfill a service request can be
defined and processed:
Sequential and parallel processing visualized by graphical process flow
Determination of checklist and checklist processors via rules
SAP Workflow integration to inform step processors
Work instructions, action processing, long text available in step details
Checklist specific search criteria in search pages and IC inbox
Available for service requests / incidents, problems, requests for change, service orders
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Aut o Suggest Know l edge Ar t i c l e Al er t i n I C
New i n SAP EHP1 f or SAP CRM 7.0
To automatically inform agents about knowledge articles matching the
service transactions categorization, an alert can be set up:
From the alert, the agent can:
access the list of proposed knowledge articles
review the knowledge articles details
send the knowledge articles via e-mail
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ERMS Enabl ement f or Ser vi c e Request s / Pr obl ems
New si nc e SAP CRM 7.0 SP04 / SAP EHP1 f or SAP
CRM 7.0
Automatic creation of service requests and problems based on ERMS processed
inbound e-mails
Automatic linking of reply e-mails to the
original service request / problem
Routing of a generated service
request / problem to a specific
service team
or employee responsible
Dear helpdesk,
I am not able to access
your support page.
Please advise.
Best regards,
Joe Smith
Service requests and problems (master service requests) are now enabled for
E-Mail Response Management System in Interaction Center environments,
allowing:
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SAP Net Weaver BI 705 Cont ent f or Ser vi c e
Request s and Pr obl ems
New Service Request Queries:
Reported Service Requests (0SRQ_C10_Q0002)
Average Work and Total Duration (0SRQ_C10_Q0003)
IBases with Highest No. of Service Requests (0SRQ_C10_Q0005)
Objects with Highest No. of Service Requests (0SRQ_C10_Q0006)
Products with Highest No. of Service Requests (0SRQ_C10_Q0007)
SLA Compliance (0SRQ_C10_Q0004)
New Problem (Master Service Request) Queries:
Reported Problems (0SRQ_C11_Q0001)
Average Work and Total Duration (0SRQ_C11_Q0003)
Closure Rate (0SRQ_C11_Q0004)
IBases with Highest Number of Problems (0CSRVMC05_Q0006)
Objects with Highest Number of Problems (0SRQ_C11_Q0005)
SLA Compliance (0SRQ_C11_Q0002)
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I nt er ac t i ve Repor t i ng f or Ser vi c e Request s and Pr obl ems
New i n SAP Enhanc ement Pac k age 1 f or SAP CRM 7.0
It allows to monitor, for example:
Number and Percentage of service requests / problems
within and outside of requested end date
Number and percentage of
open service requests / problems
Number of escalated service requests / problems
Reaction time adherence rate
Closure rate
Average work and total duration
Interactive Reporting (OLTP Reporting) has been enabled for service requests
and problems as of SAP enhancement package 1 for SAP CRM 7.0.
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SAP Busi nessObj ec t s Xc el si us Dashboar d f or Ser vi c e Request
and Pr obl em New i n SAP Enhanc ement Pac k age 1 f or SAP CRM
7.0
The service request and problem dashboards provide you a wealth of information
at a single glance:
Service requests / problems per priority and status
Service requests / problems per categorization
Service requests / problems
for Top 5 objects / organizations
Average work and total duration
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Empl oyee Repl i c at i on New i n SAP
Enhanc ement Pac k age 1 f or SAP CRM 7.0
Employee Replication facilitates usage of employee master data in the role contact
person for service processes
Repor t CRM_SSC_ERCP f ac i l i t at es c r eat i on of r ol e c ont ac t per son
f or empl oyee mast er dat a
Set up batch job to regularly
run report in background
Assi gn c ont ac t per sons t o sol d-t o par t i es t o enabl e pr oc esses l i k e
ser vi c e c ont r ac t management and bi l l i ng
Select contact persons
Enter sold-to party to establish
is contact person for relationship
Optionally delete existing is
contact person for relationships
You can find the transaction to assign contact persons to sold-to parties in the
following business roles:
IC Manager: Managing Operations Search: Contact Person Relationships
IT Service Professional: Master Data Search: Contact Person Relationships
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Agenda
1. Service Request Management Overview
2. Service Request Management Functions
2.1 Functions Available with SAP CRM 7.0
2.2 Functions Available with SAP EHP1 for SAP CRM 7.0
3. Service Request Management Configuration
3.1 Functions Available with SAP CRM 7.0
3.2 Functions Available with SAP EHP1 for SAP CRM 7.0
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Mul t i pl e Cat egor i zat i on Bl oc k s
You can assign up to five categorization blocks to a service request
The categorization schema is determined based on a transaction type / catalog category combination
Customizing: Customer Relationship Management CRM Cross-Application Components Multilevel
Categorization Assign Transaction Types to Catalog Categories
Per default, two categorization blocks are visible in a service request; you can add further blocks in the
SAP BSP WD Workbench
Catalog Category C: Overview of
Damage/Defect/Reasons
Catalog Category D: Defect
Locations/Object Parts
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Assi gnment s i n t he Cat egor y Model er
Service product is relevant for item
determination in service request (e.g.
transaction type incident) and master
service request (e.g. transaction type
problem)
Knowledge articles are relevant for Suggest
Knowledge Articles (Knowledge Articles
assignment block)
For Auto Complete of service request, add a
service request template in the Incident
Template area
For master service requests use the Problem
Template area
For service processes of class Request for
Change use the Request for Change
Template area.
You can access the Category Modeler, for example, in the IT Service Professional
role Service Operations Categorization Schemas.
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Ex ampl e: Suggest Know l edge Ar t i c l es
Suggest Knowledge Articles will determine
knowledge articles from the categorization
schema for the selected category
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Mul t i l evel Cat egor i zat i on Cust omi zi ng
Define which transaction type catalog categorization combination will be
used for Find Related Objects, Auto Complete, Item Determination.
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I t em Det er mi nat i on
If the item determination is active, the service product which is assigned to the
service request category is used for item determination
To assign service products to categories, go to the categorization schema, for
example in the IT Service Professional Role Service Operations Categorization
Schemas
If no service product is assigned to the service requests category (lowest level), the
system searches whether a service product has been assigned to a higher level of
the categorization and, if so, uses the next possible service product for item
determination
In item determination customizing you define whether the service requests item
should be determined automatically by selecting a multilevel categorization entry
in the service request.
SAP Customizing Implementation Guide -> Customer Relationship Management ->
Transactions -> Settings for Service Requests -> Define Item Determination
Select the Active checkbox to indicate that you want multilevel categorization to
determine the service product for the transaction. If multiple service products are
determined based on multilevel categorization, the system chooses the product from the
lowest-level category. If the system cannot determine the product for the line item via
the categorization schema, the BAdI CRM_SERVICEPROD_BADI is called. If you do
not select the Active checkbox for a transaction, the system uses the BAdI only to
determine the service product.
Select the Category Changeable checkbox to indicate that you can change the
categories after the service product is determined and the line item created.
Select the Redetermination checkbox to indicate whether the service product should be
redetermined based on the new categories when multilevel categorization is modified.
Service contract determination, service level agreement determination, service level
profiles, and date calculations are executed at the item level.
The code for item determination is in function module
CRM_SRQM_ITEM_DETERMINE. An item is created after the product was determined
- or changed if the item already exists but product is different now (e.g. other product if
category changed).
The standard BADI returns product INVESTIGATION by default if no implementation
was made.
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Aut o Compl et e w i t h Templ at e
While creating a new service request, you can use the Auto Complete function to copy pre-
defined data from a template into the service request.
In Customizing, activate the Auto Complete function per transaction type - catalog category
combination
In the Category Modeler, assign templates per relevant category:
Service request and incident templates in the Incident Template assignment block
Master service request and problem templates in the Problem Template assignment block
Request for change templates in the Request for Change assignment block
You can access the Category Modeler, for example, in the IT Service Professional role
Service Operations Catgorization Schemas.
The copy process is defined in the Class CL_CRM_SRQM_AUTO_COMPLETE.
The fields to be copied are: Header: description, description_uc, descripton_language,
priority, urgency, impact, change category. Also Items, Texts and external reference.
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Syst em Pr oposal s f or Rel at ed Tr ansac t i ons
- Fi nd Rel at ed Pr obl ems, Fi nd Rel at ed I nc i dent s
For a service request, related transactions can be proposed by the system.
To set up which transaction type can be proposed from which transaction type, go to
customizing:
Customer Relationship Management Transactions Settings for Service Requests Define
System Proposals for Related Transactions.
Per default, Find Related Problems and Find Related Incidents are available on the UI. If
you need further system proposals, in addition to the customizing settings you also need to
enhance the service requests UI.
Define the matching parameters in the target transaction type which will determine which
transactions are proposed by the system: Categorization, Reference Object, Organizational Data,
Sold-to Party
If the system shall search for transactions of the same categorization, you also need to activate
the relevant transaction type catalog category combination for Find Related Object in the
multilevel catorization (see previous slide Multilevel Categorization Customizing)
Find Related Problem is available per default for service requests / incidents and
requests for change.
Find Related Incident is available per default for master service requests / problems
and requests for change.
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Ser vi c e Level Det er mi nat i on
SLA determination procedures determine the service and response profiles for the
transaction line item based on the access sequence.
Define the SLA determination procedure here: Customer Relationship Management
Transactions Settings for Service Requests Define SLA Determination Procedures.
SAP Customizing Implementation Guide -> Customer Relationship Management ->
Transactions -> Settings for Service Requests -> Define SLA Determination Procedures
You can determine SLAs for transactions based on information maintained in master data
such as Service Contracts, Business Partners (Sold-To Party), Products, Objects, IBases,

You can also use the Business Add-In for SLA Determination ( CRM_SLADET_BADI) to
define your own logic for determining SLAs.
The prerequisite is that you have defined SLA profiles on the SAP Easy Access screen
under Service -> Maintain Availability and Response Times (CRMD_SERV_SLA).
Activities
Define an SLA determination procedure and then create the access sequence for it. The
access sequence identifies where to search for the SLA and in what sequence.
Assign the SLA determination procedure to the transaction in SAP Customizing
Implementation Guide -> Customer Relationship Management -> Transactions -> Basic
Settings -> Define Transaction Types in Assignment of Business Transaction Categories in
the Customizing header for BUS2000116 Service Process.
Note: You can also manually assign SLAs to transactions in the Service Level Agreements
block.
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I mpac t / Ur genc y / Rec ommended Pr i or i t y
The system determines the
recommended priority of the transaction
based on the entered combination of
impact and urgency.
A priority different than the
recommendation can still be selected
manually.
The determined priority is based on
impacts, urgencies and their combined
priority defined in customizing:
Customer Relationship Management
Transactions Settings for Service
Requests Define Impact / Urgency /
Recommended Priority
SAP Customizing Implementation Guide -> Customer Relationship Management ->
Transactions -> Settings for Service Requests -> Define Impact/Urgency/Recommended
Priority
Activities
1. Define the impact and urgency levels.
2. Assign a priority to a combination of urgency and impact levels.
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Dat e Cal c ul at i on / Set t i ngs f or Dur at i ons
Track the duration of how long the
service request was in certain
status
Store the date when the service
request reached a certain status
You can track durations and
dates based on status changes in
the service request.
Durations are recorded and
displayed in the Dates and Service
Level Agreements assignment
blocks.
SAP Customizing Implementation Guide -> Customer Relationship Management -> Transactions ->
Settings for Service Requests -> Define Settings for Durations
You define which combination of user status profile, user status, and date profile is used to
calculate one or more durations for transactions.
The purpose of this feature is to track how long the service request stayed in specific statuses.
For example, two durations are calculated
1. Total Duration = Duration of New' status + Duration of 'In Process' status + Duration of
'Customer Action' status
2. Work Duration = Duration of New' status + Duration of 'In Process' status
-> The duration for 'Customer Action' will be accumulated to 'Total Duration', but not 'Work
Duration'.
You can also associate a date type with a user status that can be used to set a date when a
transaction has a particular user status. For example, set the closing date when the user status is
set to Completed.
The update of the durations or dates is called in the event BEFORE_SAVE. This event triggers the
function CRM_SRQM_UPDATE_DURATION_EC. The FM checks for status changes of the
transaction and the customizing for update relevancy of dates/durations.
Requirements
You have defined the durations and date types that you want to record in SAP Customizing
Implementation Guide -> Customer Relationship Management -> Basic Functions > Date
Management -> Define Date Profile
If no time unit is set for the duration in this date profile, the calculation of durations is defaulted to
the time unit hour. E.g. like for the durations SRQ_TOT_DUR and SRQ_WORK_DUR in the
standard date profile IT0000000004 which is used in the service request.
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Pr oc essi ng Log
You can have a processing log in a transaction to provide a consolidated audit trail of
any changes made to it.
Various log types are available for selection
One type can be defaulted for viewing
Changes to fields can be logged selectively
Customizing: Customer Relationship Management Transactions Settings for Service
Requests Settings for Processing Log
Assign Log Types to Transaction Types
Define Change History for Processing Log
SAP Customizing Implementation Guide -> Customer Relationship Management ->
Transactions -> Settings for Service Requests -> Settings for Processing Log -> Assign
Log Types to Transaction Types
You define which processing log types are associated with a transaction type. The
processing log type indicates the type of change that is recorded in the log, for example,
status changes. Any changes made to the associated types, related to the transaction,
are recorded in the processing log.
The log type marked as Default is selected for viewing when you open the Processing
Log assignment block. If none is selected as default All Types will be shown.
If you choose Changed Fields as a processing log type, you must also perform
Customizing in
SAP Customizing Implementation Guide -> Customer Relationship Management ->
Transactions -> Settings for Service Requests -> Settings for Processing Log -> Define
Change History for Processing Log
You define the changed fields that you want to record in the processing log.
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Di spat c h: Rul e Model er Cont ex t s
Customizing: Customer Relationship Management E-Mail Response
Management System Define Repository
The context SERVICEREQUEST per default has four actions assigned: Invoke
Policy, Route to group, Route to a Partner, and Set priority to the service request
To enable rule-based dispatching of service requests (and service master requests),
a new context for Service Request Management has been established for the rule
modeler.
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Di spat c h: Ser vi c e Manager Pr of i l e
In Service Manager profiles, the context and the name of the default rule are
assigned.
Customizing: Customer Relationship Management E-Mail Response
Management System Service Manager Define Service Manager Profiles
The context and the name of the default rule policy can be found in the Directly
Called Service Properties of the SAP_SRQMROUTING service manager profile.
Per default, the rule policy for dispatching of service requests should be called
DEFAULT_ROUTE in the Rule Modeler.
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Di spat c h: Assi gn Ser vi c e Manager Pr of i l e t o
Tr ansac t i on Type
Assign the service manager / rule modeler profile for dispatching of service
requests here:
Customizing: Customer Relationship Management Transactions Additional
Settings Assign Dispatching Rule Profile to Transaction Types.
Now you can create the DEFAULT_ROUTE dispatching rule, and if relevant
more dispatching rules, in the Rule Modeler, for example, in the IT Service
Professional Role: Operations Rule Policies.
To create rule policies for the context Service Request Management:
Logon as IT Service Professional and go to Service Operations -> Rule Policies
Create rule(s) of context Service Request Management.
Example: The service request is forwarded to an expert group based on impact level.
In some transaction types the dispatching can also be executed by an action, e.g. when
due date is reached. For example in the action profile of the incident the action
IT_INCIDENT_DISPATCH is available for this.
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Agenda
1. Service Request Management Overview
2. Service Request Management Functions
2.1 Functions Available with SAP CRM 7.0
2.2 Functions Available with SAP EHP1 for SAP CRM 7.0
3. Service Request Management Configuration
3.1 Functions Available with SAP CRM 7.0
3.2 Functions Available with SAP EHP1 for SAP CRM 7.0
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Ti me Rec or di ng
In customizing, go to: Customer Relationship Management Transactions Basic Settings
Define Transaction Types
Select the (master) service request transaction type for which you want to use Time
Recording
In the view Assignment of Business Transaction Categories, select the Transaction
Category BUS2000116 Service Process and go to the Customizing Header view
Enter the service confirmation transaction type in the Trans.Type Confirm. field
You can define which service confirmation transaction type is used for Time
Recording per (master) service request transaction type:
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Chec k l i st Set t i ngs: Chec k l i st Basi c Set t i ngs
For checklist steps, item functionality is being reused
A new object type BUS2000199 CRM Checklist Item has been created
Based on BUS2000199 the standard checklist item category CHKL is delivered
To set up your own checklist item category, partner determination procedure/s,
text determination procedure/s, and action profile/s, proceed as described in the
IMG document Define Basic Settings for Checklist:
Customer Relationship Management
Transactions Basic Settings
Checklist Settings Define Basic
Settings for Checklist
The partner determination procedure/s you use for checklist items contain the partner
functions you want to offer per item = checklist step.
You should not allow the user to enter more than one partner per partner function, since
this will lead to errors during runtime.
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Chec k l i st Set t i ngs: Def i ne Chec k l i st Pr of i l es
(1)
In the IMG activity Define Checklist Profiles, you
Define checklists
Define checklist IDs and names
Decide at which point in time the
checklist should be locked in runtime
Define steps
Define the steps you want to use in your checklists
Assign item category usage, and text types for long text and work instruction
Where relevant, enter a work instruction per step
Define options
Optionally define options (decision documentations) per step
Assign steps to a checklist
Assign 1-n steps and decide which steps are mandatory
Define which business partner function is displayed as default partner function in runtime
If the business partner should be determined by a rule, assign a rule modeler profile (default rule
modeler profile = SRQM_CHKLST_BP)
You can assign 1-n options per step
Optionally define a step sequence in the Assign Next Steps view
Define checklists:
Locking the checklist means that the checklist ID and the related step information turns to read-only mode in
the service request and cannot be deleted or changed anymore.
Define steps:
Through the item category usage assignment per step, you establish the link to the item category which is to
be used for the checklist step.
Per default, item category CHKL is delivered which is linked to item category usage CKCU / transaction type
SRVR (service request)
The work instruction you enter in customizing will be displayed as read-only per checklist step in runtime
Define options:
An option is a pre-defined description of a user decision. E.g. for step Inform Insurance, there are three
possible insurances defined as options, so that the user can select the appropriate option to document that
he/she informed, e.g., Insurance ABC.
Assign steps to a checklist:
If a step is flagged as mandatory, it cannot be canceled in runtime (the action Cancel will not be offered)
The partner function you select as default per step should be included in the partner determination procedure
of the checklist steps item category
You define rule in the Rule Policies function. Per default, the checklist partner determination rule needs to
have the ID CHK_BP. This main rule can be used to invoke further policies. (You can change the default ID
in customizing: E-Mail Response Management System -> Service Manager -> Define Service Manager
Profiles: Service Manager Profile SRQM_CHKLST_BP -> Properties -> Policy = rule ID.
If you define a step sequence by entering next step information, in runtime you can display the sequential
information in the Graphical Process Flow display, and by displaying the Step No. and Previous Step No.
columns.
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Chec k l i st Set t i ngs: Def i ne Chec k l i st Pr of i l es
(2)
In the customizing activity
Define Checklist Profiles, you
Define checklist profiles
Set up 1-n profiles which can contain 1-n checklists
Assign 1-n checklists per profile
Optional: Assign a rule modeler profile (default profile = SRQM_CHKLST_ID)
for rule-based checklist determination
Optional: Activate SAP Workflow per profile
Assign checklist profiles to transaction types
Assign a checklist profile to a transaction type: The checklists contained in the assigned
checklist profile will be available for the specific transaction type.
The checklist profile is used to define which checklists are available for which transaction
type
Per default, the checklist functionality can be assigned to transaction types of BUS types
BUS2000116 (CRM Service Process), BUS2000223 (CRM Service Request),
BUS2000224 (CRM Master Request)
A checklist ID can be automatically assigned to a transaction if you define a rule policy. Per
default, the checklist determination rule needs to have the ID CHKLST_ID. This main rule
can be used to invoke further policies. (You can change the default ID in customizing: E-
Mail Response Management System -> Service Manager -> Define Service Manager
Profiles: Service Manager Profile SRQM_CHKLST_ID -> Properties -> Policy = rule ID.
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Chec k l i st Set t i ngs: Def i ne Wor k f l ow Set t i ngs
f or Chec k l i st
If you want to inform users via SAP Workflow about checklist steps which have
been assigned to them:
Flag Enable Workflow per relevant checklist profile in Customer Relationship
Management Transactions Basic Settings Checklist Settings Define
Checklist Profiles
Set up SAP Workflow settings as described in Customer Relationship
Management Transactions Basic Settings Checklist Settings Define
Workflow Settings for Checklist
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Aut o Suggest Know l edge Ar t i c l e (f or
I nt er ac t i on Cent er ): Def i ne Al er t
Create the alert for Auto Suggest Knowledge Articles in the IC Manager business role
Process Modeling Create Alert with the following parameters:
Knowledge
Articles:Search
Navigation Object Type /
Action
[EVENT$AutoSuggestKAStart:Nu
mberOfKA] Suggested
Knowledge Articles
EN Auto
Suggest of
Knowledge
Articles
AUTOSUG
GEST_KAS
Message Language Description Name
Prerequisites:
Make sure generic OP Mapping for your navigation bar (Customer Relationship
Management > UI Framework > Technical Role Definition > Define Navigation Bar Profile)
has the following entry:
Object Type: BT106_KA
Object Action: A: Search
Target ID:: KNOWART_SR
In the event repository (Customer Relationship Management > Interaction Center
WebClient > Additional Functions > Intent-Driven Interaction > Define Events in
Repository), the following two events need to be present:
Event ID: AutoSuggestKAStart (Auto Suggest Knowledge Article Start), Event Parameter:
NumberOfKA
Event ID: AutoSuggestKAEnd (Auto Suggest Knowledge Article End)
Knowledge Articles need to be assigned to the relevant categories in the categorization
schema.
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Aut o Suggest Know l edge Ar t i c l e (f or
I nt er ac t i on Cent er ): Def i ne Rul es
Create a rule policy and two rules for Auto Suggest Knowledge Articles in the IC Manager
business role Process Modeling Create Rule Policy with the following parameters:
Define two rules with following parameters within the rule policy and release rules:
Intent Driven
Interaction
Context
Your IC business
role/s
Business Roles
AutoSuggestKAEnd and
AutoSuggestKAStart
EN Auto
Suggest of
Knowledge
Articles
AUTOKAS
IC Events Language Description Name
If
Current Event Equals Auto Suggest Knowledge Article End
Then
Terminate Alert ( Alert Name = AUTO SUGGEST OF KNOWLEDGE
ARTICLES )
Remove KA Alert
If
Current Event Equals Auto Suggest Knowledge Article Start
Then
Trigger Alert ( Alert Name = AUTO SUGGEST OF KNOWLEDGE
ARTICLES; Time Delay (seconds) = "0" )
Show KA Alert
Rule Definition Name
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Service requests and problems will be created automatically depending on the
inbound e-mails.
Create the rules in the rule modeler, e.g. in the business role IC_MANAGER
Process Modeling Create Rule Policy.
ERMS: Def i ne Rul es f or Aut omat i c Cr eat i on of
Ser vi c e Request s and Pr obl ems (1/2)
To create a rule with the business role IC_MANAGER the following link has to be selected
from the navigation bar:
Process Modeling ->Rule Policies
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To be able to trigger several rules, use the DEFAULT rule of the E-Mail Response
Management System to invoke all relevant rules.
ERMS: Def i ne Rul es f or Aut omat i c Cr eat i on of
Ser vi c e Request s and Pr obl ems (2/2)
The recipient e-mail address has to be assigned to the Service Manager Profile DEFAULT
in this case.
The following customizing is necessary:
SPRO->Customer Relationship Management E-Mail Response
Management System Service Manager Assign Service Manager Profiles
Address Number = recipients e-mail address
Service Manager Profile = DEFAULT
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ERMS: Aut omat i c Li nk i ng of Repl y E-Mai l s
Dear helpdesk,
I am not able to access
your support page.
Please advise.
Best regards,
Joe Smith
After the automatic creation of service requests / problems the inbound e-mails can
be answered. The reply e-mails will be automatically linked to the generated service
requests and problems.
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ERMS: Rout i ng of Ser vi c e Request s / Pr obl ems
(1/2)
The generated service requests and problems can be routed to a specific service
team for further processing depending on specified criteria of the service request /
problem (e.g. priority).
Create the rules in the rule modeler, e.g. in the business role IC_MANAGER
Process Modeling Create Rule Policy.
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ERMS: Rout i ng of Ser vi c e Request s / Pr obl ems
(2/2)
To be able to trigger several rules, use the DEFAULT rule of the E-Mail Response
Management System to invoke all relevant rules.
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Further ERMS settings are necessary
Define receiving e-mail addresses for receiving the e-mails concerning service
requests / problems
Maintain recipient distribution to define an e-mail address as recipient address
Assign agents for e-mail handling
ERMS: Fur t her Set t i ngs
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Lesson Summar y
This unit covered
service request management
processing of service requests
configuring service requests
Thank you for attending this learning unit.
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SAP 2009 / Page 64
Fur t her I nf or mat i on
SAP Online Knowledge Products
SAP Service Marketplace http://service.sap.com/okp
SAP CRM 7.0 Learning Maps
SAP Service Marketplace http://service.sap.com/rkt-crm
> SAP CRM 7.0
Online Documentation
SAP Help Portal http://help.sap.com/ > Documentation >
SAP Business Suite > SAP Customer Relationship
Management
Here you`ll find useful links.
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Copyr i ght 2009 SAP AG
Al l Ri ght s Reser ved
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