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Major development objectives:

Correct the logic to calculate the dates based on the actual service availabilities
and do not consider durations which are not relevant.
To define not relevant durations, provide a customizing for certain users status
which indicate that the message is in a state which is not be taken into account.
Provide an additional status Escalated IRT and Escalated MPT which
indicates messages that passed the corresponding.
Provide a PPF action to set the status in the message. (Prio 1)
Provide a customizing option to define different escalation levels (Prio 2)
Make the escalation state visible in result lists in CRM Web UI. In the first step a
red light for escalated messages is sufficient.

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 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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 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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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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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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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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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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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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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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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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Define checklists:
Locking the checklist means that the checklist ID and the related step information turns to readonly 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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 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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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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Service Owner: Stefan Doktor

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