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CRM_ITSM: Business Function Service Request Enhancements (Enhanced) ( RELNCRM_7E3_SRM_DECCHECK )

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Short text

CRM_ITSM: Business Function Service Request Enhancements (Enhanced)

Use

As of SAP enhancement package 3 for SAP CRM 7.0, business function Service Request Enhancements (CRM_ITSM), you can define decision-based checklists.

Previously only simple checklists were available to support step-by-step processing. Decision-based checklists in addition allow you to choose the outcome of a step, which influences the next step and, therefore, the flow and actual composition of the checklist. The steps in a decision-based checklist can also contain links to external Web sites or internal systems.

Effects on Existing Data

Effects on Data Transfer

Effects on System Administration

Effects on Customizing

You define decision-based checklists in in Customizing for Customer Relationship Management, under Transactions -> Basic Settings -> Checklist Settings -> Define Checklist Profiles. Here, you can define both simple and decision-based checklists. You define links in the activity Define Logical Links to Be Used in Decision-Based Checklists.

For decision-based checklists, you define triggers and assign them to a checklist step. A trigger appears as a button on the UI and can change the status of the checklist step to Completed. It can also start actions, for example, sending a status report by e-mail.

Further Information

SAP Library for SAP Customer Relationship Management on SAP Help Portal at http://help.sap.com/crm -> <choose release> -> Application Help -> SAP Library -> Service -> Service Request Management -> Processing Service Requests -> Checklist.

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This documentation is copyright by SAP AG.

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