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SOLMAN_CHKLST_INFO - General Information and Prerequisites

ABAP Short Reference   General Data in Customer Master  
This documentation is copyright by SAP AG.

In this Customizing activity, you get an overview of the prerequisites and the steps to create checklists.

• You have enabled the CRM_IC_CEBP and CRM_SHSVC switches using the Switch Framework Customizing (transaction SFW5).

• You have defined rule modeler profiles as described in Customizing activity Define Service Manager Profiles.

• You have created a rule policy.

Creating Rule Policy

You create rule policies using the IT Service Management Processor (SOLMANPRO) role, under Service Operations. SAP does not deliver rule policies for checklist assignment.

You use a rule policy to automatically assign checklists to messages. For example, you assign checklist A to a Reset Password service request, and checklist B to an IT equipment move (same transaction type, different category). Typically, you create one rule policy where you assign several determination rules for checklists.

Use context Checklist Determinationto create rule policies.

Assigning Business Partners for Checklist Steps

A checklist typically consists of several steps. You can assign a business partner to each checklist step as follows:

• In the Rule Policies, use context Checklist Step Partner Determination.

• Assign the business partners manually.

Example: For transaction type X and checklist step 1, take business partner 2.

Mapping Service Manager

Determine which rule policy you want to use.

In the CRM customizing activity Define Service Manager Profiles, in the POLICYproperty, enter the rule policy name.

Example

SRQM_CHKLST_BP SAP Checklist Step Partner

SRQM_CHKLST_ID SAP Checklist ID

Overview of the Customizing Activities

This section gives an overview of the Customizing activities. For more information, see the Customizing activity documentation.

A) Customizing Activity Define Checklist Profile

1. Define Checklist

Enter the ID and description and determine when the checklist can no longer be changed

1. Define Steps

Create the checklist steps and define their properties.

1. Assign Steps

Assign steps to a checklist.

1. Define Checklist Profile

Map the checklist to a rule modeler profile. For example, map SRQM_CHKLST_ID to the corresponding Service Manager Profile.

A checklist profile can contain several checklists.

Note: Service Manager Profiles (in Customer Relationship Management-> E-Mail Response Management System -> Service Manager -> Define Service Manager Profiles) = Rule Modeler Profiles (in Define Checklist Profile).

1. Assign Checklist Profiles to Trans. Types

Map a checklist profile to a transaction type.

1. Optional, only when you use multilevel categorization to assign checklists: Map a categorization scheme to a checklist
1. In the WebClient UI, log on as processor. In the navigation menu, choose Service Operations -> Categorization Scheme.
2. Search for the active schema.
3. In the Application Areasscreen area, choose New -> Enter rule modeler -> context -> Checklist Determination.

B) Define Workflow Settings for Checklists

For more information, see the Define Workflow Settings for ChecklistsCustomizing activity documentation.

C) In the WebClient UI

If the Checklist assignment block is not displayed and cannot be displayed using Personalization:

Log on as administrator and use the UI Configuration Tool to display the BTCHKLST assignment block.

Tip: Automatic Notification

If business partner determination is active, when a processor sets the status of the step to Completed, the next processor (business partner) is notified.

The notification is displayed in the Homescreen, in the Workflow Tasksscreen area.

The workflow task contains the task description and a link to the task. A workflow task is named, for example, Process Checklist for Service Request Nr 3.

Fill RESBD Structure from EBP Component Structure   CL_GUI_FRONTEND_SERVICES - Frontend Services  
This documentation is copyright by SAP AG.

Length: 5363 Date: 20240523 Time: 154404     sap01-206 ( 66 ms )