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Release: SAP CRM 7.0 EhP1

1. Overview

  • 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  

2. Functions

2.1 Master Service Request (Problem)

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 problem, users process only that problem rather than processing multiple transactions individually.

When problem is solution provided or completed action IT_PROBLEM_UPDATE_STATUS will set related srvice requests' status to 'Completed'. If it does not work as expected please refer to below SAP KBA
2034603 - Action does not set related incidents' status to Completed 

Nearly all functions as described for the service request also apply to the problem.

Not included in the problem are:   

  • Unlock  
  • Process Flow of Service Request

In addition to service request functions, the problem offers:  

  • Related Incidents assignment block to bundle service requests
  • Pricing, shipping and billing assignment blocks

 

2.2 Item Determination

The item for the service request is usually determined automatically based on the service request‘s 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. See below SAP KBA for more details.
2310817 - Customizing of item determination in service request

  • 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 don‘t want the item to be determined based on the service request‘s categorization, you can implement BADI CRM_SERVICEPROD_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

2.3 Service Level Agreement Determination and Date Calculation

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.

 

2.4 Functions Based on Multilevel Categorization

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

     If 'Auto Complete' button is grayed out please refer to below SAP KBA.
     2086862 - 'Auto Complete' button inactive when reference with Template 

  • 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“

2.5 Dispatch

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 2nd level support.

Rules for dispatching are set up in the Rule Modeler.

 

2.6 Display Object Relationships

If object relationships exist for an object entered on the service request‘s header, you can display the relationships from the service request.



Customizing:
 

2.7 Knowledge Article Integration

To help process the service request, the processor can search for knowledge articles in the service request:

  • Knowledge Articles assignment block: Search for relevant knowledge articles via F4 help
    If some custom fields are added in Knowledge Articles, BADI CRM_SAF_KB must be implemented. See below SAP KBA for details
    2183680 - No results found while search Knowledge Articles by custom fields
  • 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

2.8 Durations

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.

 

2.9 Follow-Up Transactions and Scheduled Actions

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.

 

2.10 Process Flow of Service Request

The Process Flow of Service Request indicates whether problems, 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.

 


2.11 Related Transactions

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.

 

2.12 Processing 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

Check SAP Note 1349529 - Processing/Action Log customizing note to get detailed instruction about customizing.

2.13 Related Incidents in Problem

If several incidents (or service requests) are probably related to the same root cause, the user can assign them to a problem.

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.

2.14 Unlock Service Requests from Problem

An service request / incident can be assigned and locked to a problem or 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 or 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.

 

2.15 Time Recording

Time Recording enables fast and easy entry of time spent working on a service request or problem:

  • 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

2.16 Checklist

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
    If Checklist is not determined as expected, please refer to below SAP KBA
    2053717 - How to configure Auto Checklist Steps Determination
  • 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

2.17 Auto Suggest Knowledge Article Alert in IC

To automatically inform agents about knowledge articles matching the service transaction‘s 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

For details of the functionality, please check the blog written by IC expert.

2.18 ERMS Enablement for Problems

Service requests and problems are now enabled for E-Mail Response Management System in Interaction Center environments, allowing:

  • 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

 

Regarding of the detailed customizing of ERMS please go through the corresponding section of wiki E-Mail Response Management System (ERMS) Customizing.

3. Techinical Information

3.1 Standard Transaction Types

 

Transaction type   Transaction Category  
ITCH Request for Change Request for Change (IT Service Mgmt.) BUS2000116 (CRM Service process) 
ITCT RFC Template RFC Template (IT Service Mgmt.) BUS2000116 (CRM Service process) 
     
ITIN Incident Incident (IT Service Mgmt.) BUS2000223 (CRM Service Request) 
SRVR Service Request Service Request BUS2000223 (CRM Service Request) 
ITIT Incident Template Incident Template (IT Service Mgmt.) BUS2000223 (CRM Service Request) 
     
ITPR Problem Problem (IT Service Mgmt.) BUS2000224 (CRM Master Request) 
ITPT Problem Template Problem Template (IT Service Mgmt.) BUS2000224 (CRM Master Request) 
     
KNAR Knowledge Article Knowledge Article BUS2000106 (CRM Know. Article) 
KNAR KNAR - Template Knowledge Article Template BUS2000106 (CRM Know. Article) 

3.2 Relevant Business Role

- ITSERVREQU - IT Service Requester

  • Needs IT for his daily work
  • Creates incident tickets online if IT infrastructure is not working as expected
  • Monitors his/her requests' progress
  • Confirm his/her requests after solution has been provided

- ITSERVICEPRO - IT Service Professional

  • Works in IT support, e.g. 2nd or 3rd level
  • Delivers expert knowledge and - where required - on-site service
  • Investigates problems and defines solutions or workarounds
  • Plan and processes requests for change               

- IC_ITSDAGENT - IT Service Desk Agent

  • Interacts with the users via phone, self services, e-mail, fax, chat...
  • Receives all sorts of IT requests
  • Processes and monitors IT requests
  • Dispatches requests to support teams 

3.3 Item Determination

Item determination profile and customizing are accessed. Customizing are determined in combination Process Type/Catalog type. Then the BADI CRM_SERVICEPROD_BADI is called. A service item is required in the service ticket for contract determination and the corresponding Service Level Agreement (SLA)  parameters. This item is created automatically in the background.  You can use this BADI to define which product is used to automatically create service items. Different products can be used for different profiles. If you do not want an item to be created automatically, you can also use this BADI to change this default behavior. Besides, Maximal one item could exist for the service request.

Function ModuleCRM_SRQM_ITEM_DETERMINE_ECTriggered via Event Call BUS2000223 (Service Request) or  BUS2000224 (Problem) to Object SERVICE_OS.
BADICRM_SERVICEPROD_BADI

Define which product is used to automatically create service items

 

3.4 Lock/ Unlock of Incident and Problems

After sucessfull locking/unlocking a Interaction record "MSLV" is created/removed and visible in the transaction History.  

ClassCL_SRQM_REL_RELATEDINCIDE_IMPL 
MethodEH_ONLOCKLocks incident for problems
 EH_ONUNLOCKUnlocks incident for problems

3.5 Integration with Solution Management

ClassCL_CRM_SRQM_SOLMAN_IBASE_CR_UP 
MethodIBASE_CREATE_UPDATECreate and update from SolMan

It's possible to use SAP SolMan workcenter inside CRM WebUI.

  • Only status and transaction history are synchronized with the SolMan
  • Only Incidents which are related to the SAP Application issues are transfered to SolMan

3.6 Duration and Date Type

Function ModuleCRM_SRQM_UPDATE_DURATION_EC
 CRM_SRQM_UPDATE_STATUS_DUR

Duration and date type are triggered based on status change. 

3.7 Rule Model

ClassCL_CRM_SMF_POLICY 
MethodGet_INSTANCEGet policy instance from shared memory
 EVALUATE_CONDITIONPEvaluate the condition of a given rule

3.8 Service Level Agreement

Function ModuleCRM_SRQM_SLA_PRO_DET_ECSLA Profile Determination
 CRM_SRQM_SLA_PRO_REGISTER_EC 
 CRM_SERVICE_CALC_TIMECalculate Date and Time
ClassCL_CRM_SRV_SLA_PROFILE_APISLA Profile Determination API
BADICRM_SRV_SLA_CALCTIMEBusiness Add-In for Calculating SLA Times
Interface name IF_EX_CRM_SRV_SLA_CALCTIME 
MethodCALC_TIME_2Calculate SLA Times with Own Business Logic
 CALC_TIME_1Calculates the SLA Times with Predefined Data Types
 APPT_FROM_ESCAL_RECMethods for the Processing of Additional SLA Times
BADICRM_SLADET_BADISLA Profile Determination Through BAdI
Interface name

IF_EX_CRM_SLADET_BADI

 
MethodCRM_DETERMINE_SLAPROFILE BADIRetrieve SLA Profiles
 SRCL_DETERMINE_SLAPROFILERetrieve Srv. Clocks SLA Profiles

3.9 Request For Change (RFC)

Transaction  SWDD 
Table  CRMD_APPROVALCRMD_APPROVAL_S
Action profileIT_REQUEST_FOR_CHANGE 
Action definitionIT_RFC_APPROVAL_WORKFLOW 

3.10 Knowledge Article

ClassCL_CRM_QKNOART_RUN_BTIL 
 CL_CRM_KNOWLEDGE_ARTICLE_UTIL  

3.11 Checklist 

ClassCL_BTCHKLST_CHECKLISTSTEP_IMPL 
   
   

 

 

 

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