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CRMVC_SRQM_AUTOSUGGE - Define System Proposals for Related Transactions

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In this Customizing activity, you can define how the system determines the proposals it provides from transactions to identify related transactions.

You can relate one transaction to another and optionally select the common features that will be used to determine a relationship between the two transactions. You can also define the target transaction status to limit the search results, for example, to restrict proposals to transactions that are in status Open or In Progress.

Note that there are additional settings linked to the user interface that control the type of business object you retrieve. For example, if you choose Find Related Problem, then the system restricts the search to the object type BUS2000224and then looks at the Customizing settings to determine the transactions to propose.

• Select the Category checkbox to indicate that if the two transactions have the same category assignment, then they will appear in the system proposals.

• Select the Reference Objectcheckbox to indicate that if the two transactions have the same reference object, for example, the same IBase or Component, then they will appear in the system proposals.

• Select the Organizational Data checkbox to indicate that if the two transactions have the same sales organization and service organization, then they will appear in the system proposals.

• Select the Sold-To Party checkbox to indicate that if the two transactions have the same sold-to party assignment, then they will appear in the system proposals.

You have made the following settings in Customizing:

Source Transaction Type: ITIN (Incident)

Target Transaction Type: ITPR (Problem)

Category: X

Reference Object: X

In SAP CRM you create an incident and choose the Find Related Problem pushbutton.

All problems that have the same category and reference object as the incident are displayed. You can choose the problem that the incident is related to in order to record this relationship.

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