ITSM Configuration Overview 2

5/21/2018 ITSM Configuration Overview 2

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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 theActivecheckbox to indicate that you want multilevel categorization todetermine the service product for the transaction. If multiple service products are

determined based on multilevel categorization, the system chooses the product from thelowest-level category. If the system cannot determine the product for the line item viathe categorization schema, the BAdI CRM_SERVICEPROD_BADI is called. If you donot select theActivecheckbox for a transaction, the system uses the BAdI only todetermine the service product.

Select the Category Changeablecheckbox to indicate that you can change thecategories after the service product is determined and the line item created.

Select the Redeterminationcheckbox to indicate whether the service product should beredetermined based on the new categories when multilevel categorization is modified.

Service contract determination, service level agreement determination, service levelprofiles, and date calculations are executed at the item level.

The code for item determination is in function moduleCRM_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 ifcategory changed).

The standard BADI returns product INVESTIGATION by default if no implementationwas made.

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SAP Customizing Implementation Guide -> Customer Relationship Management ->Transactions -> Settings for Service Requests -> Define Item Determination

Select theActivecheckbox to indicate that you want multilevel categorization todetermine the service product for the transaction. If multiple service products are

determined based on multilevel categorization, the system chooses the product from thelowest-level category. If the system cannot determine the product for the line item viathe categorization schema, the BAdI CRM_SERVICEPROD_BADI is called. If you donot select theActivecheckbox for a transaction, the system uses the BAdI only todetermine the service product.

Select the Category Changeablecheckbox to indicate that you can change thecategories after the service product is determined and the line item created.

Select the Redeterminationcheckbox to indicate whether the service product should beredetermined based on the new categories when multilevel categorization is modified.

Service contract determination, service level agreement determination, service levelprofiles, and date calculations are executed at the item level.

The code for item determination is in function moduleCRM_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 ifcategory changed).

The standard BADI returns product INVESTIGATION by default if no implementationwas 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

Activities1. 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 DurationsYou define which combination of user status profile, user status, and date profile is used to calculateone 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 'CustomerAction' status2. 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 transactionhas a particular user status. For example, set the closing date when the user status is set toCompleted.The update of the durations or dates is called in the event BEFORE_SAVE. This event triggers thefunction CRM_SRQM_UPDATE_DURATION_EC. The FM checks for status changes of thetransaction and the customizing for update relevancy of dates/durations.

RequirementsYou have defined the durations and date types that you want to record in SAP CustomizingImplementation Guide -> Customer Relationship Management -> Basic Functions

> Date

Management -> Define Date ProfileIf no time unit is set for the duration in this date profile, the calculation of durations is defaulted to thetime unit hour. E.g. like for the durations SRQ_TOT_DUR and SRQ_WORK_DUR in the standarddate profile IT0000000004 which is used in the service request.

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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, forexample, 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 Logassignment block. If none is selected as default All Types will be

shown.

If you choose Changed Fieldsas a processing log type, you must also perform

Customizing in


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 read-

only 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 appropriateoption 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 canchange the default ID in customizing: E-Mail Response Management System -> ServiceManager -> 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 thesequential 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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ITSM Configuration Overview 2

Documents

itsm configuration overview

service requests

service levelprofiles

item determination

item level

product investigation

product ifcategory

service contract determination