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CRM_IC_TICKET_CATEG - Define Categorization

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You can configure the categorization in the service ticket according to your requirements. To do this, you have to make settings in Customizing and in the category modeler.

• In the IMG, make the necessary settings for using the category modeler by choosing Customer Relationship Management--> CRM Cross-Application Components --> Define Application Areas for Categorization:

• Define the application areas for the category modeler.

The relevant application area for the service ticket is SERVICE_TICKET.

• Make settings for the content analysis.

The content analysis is used to evaluate incoming e-mails and determines default values for the categories in the service ticket.

For more information about the settings in this activity, see the appropriate IMG documentation.

• Make the settings required for working with the category modeler in the Implementation Guide by choosing Customer Relationship Management --> Interaction Center WebClient--> Define Categorization Profiles.

In this activity, make the following settings for categorization in the service ticket:

• Enable or disable the content analysis.

• Define the auto-suggest function.

• Define the behavior of the dropdown boxes for the categories. You can make different settings here, such as whether a round trip is to be used.

• Define the connection to the E-Mail Response Management System (ERMS).

• Define the range of service order templates for the automatic completion of the service ticket.

For more information about service order templates, see the Service Order Templates application in the People-Centric UI and the assigned application help.

For more information about the settings in this IMG activity, see the appropriate IMG documentation.

• In the category modeler, create a schema with the appropriate categories for each subject profile. Assign subject codes to the categories. If you want to use your own subject codes, you have to make the relevant settings first, by choosing Customer Relationship Management--> Basic Functions--> Catalogs, Codes and Profiles. Ensure that the subject profile for service is used for the categorization of the service ticket. For more information, see the relevant IMG documentation.

• In the category modeler, create a schema with the required categories. Assign the schema to the application ID Service Ticket with the parameter Subject Profile. Assign a subject code to each category. For more information, see the application help for the category modeler.

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