SAP CRM - Service Request Management
Service requests are used to fulfill the requests submitted by the customer. Companies can use service requests internally where a different department delivers service and also for external customers. A customer can call the service desk to open service requests or they can be submitted directly by service personnel or by users after logging into the system.
Service Tickets
Service Ticket was introduced in CRM 4.0 and was a variant of IC interaction Center service order business transaction. Service Tickets provide add-on industry service to support service desk scenarios.
Service Ticket Transaction View
Service Requests
Service Requests are available in CRM 7.0 and are introduced to provide functionality in service tickets and also additional features like multilevel categorization, knowledge articles, and master service requests.
A service request is built on a different Business Object Type in the Business Object Repository BUS2000223 rather than BUS2000116 and master service request is built on BUS2000224.
Service Request in Interaction Center
Service Request Transaction View
Service Tickets Vs. Service Requests
The following table highlights the key differences between Service Tickets and Service Requests.
| Feature |
Service Tickets |
Service Requests |
| Views |
Only IC roles |
Available in all CRM WebClient and IC business roles |
| Versions |
CRM 4.0 SIE, CRM 2005, CRM 2006s, CRM 7.0 |
CRM 7.0 |
| Time Recording |
Yes |
Planned for upcoming release in SAP CRM 7.0 possible via Service Confirmations |
| Multi-Level Categorization |
Yes, Basic |
Yes, Enhanced with upto five categorization schemas |
| Dispatch("Escalate") |
Yes |
Yes |
| Standard BI Reports |
Yes |
BI Content available; standard reports planned for future release |
| Out of Box Interactive Reporting (OLTP) |
Yes |
No, planned for upcoming release |
| Email Response Management System (ERMS) Integration |
Yes |
Not yet, planned for SAP CRM 7.0 SP04 |
| Intent Driven Interaction Integration |
Yes |
Yes |
| Item Determination |
Hard-coded dummy line item, determination via BAdl |
Flexible item Determination using Categorization |
| Standard Alerts (to show open Service Tickets) |
Yes |
Yes |
| Calculation of Work and Total Duration |
not with standard delivery |
Yes |
| SLA determination |
Yes, Basic |
Yes, with flexible access sequence |
| Integrated Master Service Request Functionality (i.e., for bundling Service Requests) |
Yes, Basic |
Yes |
| Print / Print Preview |
No |
Yes |
| Knowledge Article Integration |
No per default, instead Solution Database |
Yes |
| Find Related Problems Functionality |
No |
Yes |
| Unlock (from master service request) |
No |
Yes |
| Display Object Relationships |
No |
Yes |
| Create Follow-Up |
Yes, Lean |
Yes, Full |
| Auto Complete |
Yes |
Yes |
| Processing Log |
No, however the Service Ticket used the Change History to log Changes. |
Yes |
| Escalation management (1st and 2nd level) |
No |
Yes |
| Business Context |
Yes |
Yes |
SAP recommends existing customers who are using service tickets to use Service Requests now. You can use Service Requests in the Interaction Center (IC) and also in other business roles like ServicePRO. These Service Requests provide more functionalities as compared to service tickets. Apart from this, most of the enhancements will be performed on any Service Request as only those will be going forward.
