SAP ABAP IMG Activity SSCVC_GROUP (Determine Service Request Attributes from Application Context)
Hierarchy
☛ SAP_BS_FND (Software Component) SAP Business Suite Foundation
   ⤷ CA-EPT-SSC (Application Component) Shared Service Center Framework
     ⤷ BS_SSC_CUST (Package) Shared Services - General Customizing
IMG Activity
ID SSCVC_GROUP Determine Service Request Attributes from Application Context  
Transaction Code S_BTD_53000017   (empty) 
Created on 20090223    
Customizing Attributes SSCVC_GROUP   Determine Service Request Attributes from Application Context 
Customizing Activity SSCVC_GROUP   Define Application Area Settings 
Document
Document Class SIMG   Hypertext: Object Class - Class to which a document belongs.
Document Name SSCVC_GROUP    

Use

The goal of this Customizing activity is to determine the attributes of service requests created in an application area, based on the business context of the activity. This determination is made for each application area (which is a collection of activities to reduce the customizing effort):

  1. You define the CRM transaction type used to create the service request.
  2. You specify whether a service request attribute (target field) is assigned directly or you can make the target field content dependent on up to five source fields from the application.
  3. Finally, you maintain the detailed mapping between source and target fields. Depending on the previous settings, you can decide the value of a target field directly, or you can determine the value depending on the combination of application-specific source field values.

Requirements

  • You have made the customizing settings in CRM for the service request attributes, such as transaction type, impact, and urgency.
  • You have defined external categories to derive the subject categories of the service requests. The settings for the target fields have to be made in Customizing for the connected CRM system, as follows:
    • Customer Relationship Management -> Transactions -> Basic Settings -> Define Transaction Types
    • Customer Relationship Management -> Transactions -> Settings for Service Requests -> Define Impact/Urgency/Recommended Priority
    • Customer Relationship Management -> CRM Cross-Application Components -> Multilevel Categorization -> Assign Transaction Types to Catalog Categories
    • Customer Relationship Management -> Transactions -> Settings for Service Requests -> Maintain External Category

      The system retrieves the value lists of the target fields in this Customizing step directly from the CRM system. Therefore, you need to maintain the RFC destination of the CRM system according to the instructions of BAdI: Determine RFC Destination of CRM System.

If attribute determination using the mapping of this Customizing activity is not sufficient, you can implement BAdI: Set Service Request Values to derive additional attributes, objects notes, or other values.

Standard settings

Activities

To make your settings, proceed as follows:

  1. Select one Application Area and maintain the transaction type.
  2. Navigate to the Source Field view. Select a service request attribute (target field) and define which application source field influences the field content. If you want to assign a fixed value to the target fields, leave the source fields empty.
  3. Navigate to the Target Field Value Determination view and maintain the value mapping.
    You can also define a generic mapping by leaving some source fields' values empty. Note that, in one line of the grid, filled source field values can never appear after empty source field values. When retrieving the mapping, the search sequence is from the concrete source field value combination to the generic one.

Note: Since the target field Catalog Type is mandatory in CRM categorization, if no entry is defined for it, the system takes 'D' (Defect Locations/Object Parts) as the default value.

Example

If the message class and the message number are defined as source fields, you can make service request attributes depending on those source fields or assign them with fixed values. For example:

  • If the status of newly created service requests is always "new", specify no source field.
  • If the external category is dependent on the error message, define message class and message number as source fields. During the mapping you can fill message class and number for specific value assignment, and you can leave the message number empty for other messages of this message class:

    Message Class    Message Number    External Category

    ABC    001    Category for the specific error 1

    ABC    002    Category for the specific error 2

    ABC        Category for other errors in this class

Note: It is also possible to enter a generic entry with empty class and empty number, but it is not possible to enter a number without class.

Business Attributes
ASAP Roadmap ID 105   Define functions and processes 
Mandatory / Optional 2   Optional activity 
Critical / Non-Critical 2   Non-critical 
Country-Dependency A   Valid for all countries 
Assigned Application Components
Documentation Object Class Documentation Object Name Current line number Application Component Application Component Name
SIMG SSCVC_GROUP 0 BTD0000031 Shared Service Center Framework 
Maintenance Objects
Maintenance object type C   Customizing Object 
Assigned objects
Customizing Object Object Type Transaction Code Sub-object Do not Summarize Skip Subset Dialog Box Description for multiple selections
SSCVC_GROUP C - View cluster SM34  
History
Last changed by/on SAP  20091112 
SAP Release Created in 702