Service Request Status Configurations

Hi Experts,
I am configuring Service Requests in CRM 7.0. We have created Status Profiles and have assigned it to the Transaction Type. There is a need to have statues and sub-status (reason for status). For example: When we select In-Process as the status the sub-status should display the reason for the request being in In-process status like: Waiting customer response, analysis in process etcu2026
Is this functionality available out of the box. If so, how can we achieve it? I tried configuring this using multi-level categorization but could not find a way to link a category and statuses configured.
Any pointers on resolving this issue will be of great help.
Regards
Namita

Hi Namita,
Thats why i mentioned CRM2007
If on CRM7.0, we dont have reason maintenance but have all new Multiple Categorization concept introduced.
As PePe says, Service Request and Service Ticket are all different transactions as they have different Buss. Objects. Service Request is new thing from CRM7.0 .Earlier we had only service tickets where you can maintain the reasoning.
Depending your Project Realization mapping as decided by Solution Architech, either service req. or service tickets should be used. Now since you are using Service requests, we have to fullfill your needs there only.
If you want, you can still get the Reason dropdown in WEB UI thought development. Add BTSUBJECT in the view and do the coding to read your subject profile , subject codes and show the texts. This will be pure development but i dont see much effort as you are still doing it in BT model. I would recommand to go with categorizations only as its SAP std. suggested for Service Requests scenario. Maintaining Categorization and schema is failrly simple however i feel SAP has un-necessarily complecated it. Follow the help.sap.com categorization under CRm service. They have nice explanations. We generally maintain categorization from WEB UI only and not through SPRO.
Let me know if you stuck up on coding part as i have already done it, i may help you.
Thanks & Regards,
Suchita

Similar Messages

Customize the Service Request Status

I am trying to customize the status for a Service Request form. We want to add some additional ones to that list. I am not finding where I go to update that list.
Cheers!
Matt

The list you are looking for is in the Library Tab, Lists view, Service Request status. take a look at
How to Add a List Item.
I'd like to argue that this is probably not what you want to do, however, as the status property is pretty tightly managed by the out-of-the-box workflows that move service requests forward, and manually setting these statuses will likely break the out-of-the-box
activity status engine.
Instead, you probably want to Create a new MP in the authoring tool, Locate and
Extend the Service Request Class, add a new Enumeration property to your extension, use the Create List button to create a new list,
Save and seal your class extension MP, close your original unsealed class extension MP and open the Sealed copy, Create a second MP to contain the form extension,
Locate and
Customize the Service Request form,
add a new List Picker bound to the property and list you created before, Save and seal your Form Extension MP,
Import both the sealed versions into your test system, Create a new (unsealed) Management pack in the test system and all your list items to the list you created earlier, test the forms
and make sure they look right and show the right data, then Export the unsealed list MP, and import all three MPs (the sealed class MP, the sealed form MP, and the unsealed list items MP) into your production system.
This has the advantage that it gives you a new place to store your custom SR statuses that you can set to be whatever you like, and doesn't break the out-of-the-box activity engine workflows, or the grooming engine that depends on the "closed"
status.

When service request status in siebel application?

Hi,
When the status of the service request is in "Queued" in siebel application?
Thanks
Thriveni J

Sometimes 255 characters is not enough and with the Notes you can add more text.
And from a performance perspective it is better to make the Notes a seperate Tab, so it only gets retrieved when explicitly needed.

Service Request Status

We are using OOD R16 and one of the business logic is to make Service Request Read only and no field should be editable if Status is Closed. Is there any out of the box functionality which can be used for this? Or do we need to write Field Validation in all the fields if the status for SR is closed?

We are already using the Type on SR for another dynamic functionality so I am not sure if we can use dynamic funcitonality again for this. I have another solution to put validation in all the fields (Status<>'Closed') but that is tedious and not clean.

Service request status is read only

there's no way to update this picklist?

Hi,
You can rather use a custom pick list and have the desired values.
Thanks,
Mayank

Alert to IC Agent when the status for the service request is changed

HI,
When a Service request status is changed to completed immediately the ic Agent should receive an Alert so that he can call the customer for survey. If he has not taken any action then the alert should be available in his inbox and an Alert should be sent to his manager that the Ic Agent has not done the survey.
With Regards,
Selvam T

Hi,
You may try in the service request action profile, when the status is set 'completed' then trigger the alert.
For this you have to first configure the alert.
Thanks,
Pandu

Create a view - All Service Requests that contain a Completed Review Activity

In the Service Manager 2012 console, is it possible to create a view that displays Service Requests, with the view criteria being something like as follows:
Service Request status is In Progress
Service Request contains a Review Activity where the Review Activity status is In Progress
My intent is to provide a way for Service Desk Operators to be able to identify requests that are ready for implementation.
From what I'm seeing in the console, this sort of view is not possible as it appears that any view criteria must be derived from the view's target class.

Nothing like a bit of thread necromancy in the morning.
It turns out the solution to this question was quite straight forward (once you know where to look...)
The trick is creating a view based on one of the Service Request combination classes rather than the basic class itself, and then rephrasing my requirement after realising that what I was really after was a view containing Requests that have an In Progress
Manual Activity.
So...open the console, go to Work Items, right click on
Service Request Fulfillment and select Create View
On the General tab, give your view a name and select a Management in which it will be stored.
On the Criteria tab, click Browse to select a specific object class. Change the
Frequently used basic classes filter to Combination classes then enter 'Service Request' in the filter field.
Pick the Service Request and Activity class.
Now when configuring the criteria, you'll notice a little arrow next to the
Service Request class. Click on this arrow to expand the node, and select the
Contains Activity class.
Under the Available properties box, enter 'Status' in the search field. In my environment, I got two Status fields. Each corresponds to a specific Activity class. Select both of them and click
Add.
One of the Criteria will look like 'Contains Activity[Activity]Status'. Keep this one and delete the other from the Criteria box. Change the value to 'Completed'
While we're at it, select the Service Request class and add a criteria for the Service Request Status = 'In Progress'.
Click on the Display tab and select whatever fields you want to display in this view. Click
OK to save this view.
Now go to the Administration workspace and select the
Management Packs node. Export your management pack that contains your view and open the management pack in a text file viewer. Notepad++ works for me...
First search for the string that you used to name your view. It will be found towards the bottom of the MP in a DisplayString element in the LanguagePacks XML element. This element will have an ElementID.
Select the ElementID and search the entire file for this string. You want the instance that resides within a Presentation | Views | View element. From this point, scroll down until you get to a Criteria element. Within the Criteria element you will find
the two Expressions that were entered via the GUI. One of the Expressions corresponds to the Service Request.Status=In Progress criteria, the other corresponds to the Activity.Status=In Progress criteria. We will be changing the Activity criteria so that it
explicitly refers to a Manual Activity.
Identify the Expression that has the Property containing the string 'System.WorkItemContainsActivity'. We will be changing the TypeConstraint attribute of this criteria.
In this line, Replace the string 'System.WorkItem.Activity' with 'System.WorkItem.Activity.ManualActivity'
Save this file and import the management pack into SCSM

Update activity status based on Customer request status,

Hello,
I have a requirement to update the status field of a service request activity to Completed when the service request status = closed. Any suggestions?
Thanks,
SKJ

If the field they are updating is in the same object it shouldn't be an issue. If another object needs to be updated then the workflow won't work.
Integration events can be used for this. generate a event and have a external process poll the integration event queue for new events. when received, it can do whatever is necessary via web services.

Make service request read-only

Hi experts,
Can anyone help with the following questions:
when service request status= closed, and cancellaed. The service request becomes "read-only" to the rest of the users except the managers.
How can i set up the system to achive this requirement?
Thanks.
Sab

Hello Prakash,
thanks for your reply. But i still can't quite figure out how this can work. only when certain conditions met can trigger the SR to read-only (in this case, status= closed), even the owner can't change it anymore.
Can you please explain the detail step on how i can set this up?
in addition, besides book of users, are there any other way we can achieve this?
Thank you in advance.
Sab.

Changing the service request owner

Hello guys,
Our client is using Siebel eServices and would like to have an e-mail sent to him if a service request status (Assigned QA) has not been changed for a period of time. The e-mail would be sent to the manager and the agent who is assigned to that service request. The e-mail would contain a message saying that the service request status has not been changed. Then the manager would either notify the agent of the assigned service request or reassign the service request to another agent.
1- Is this possible in Siebel eServices?
2- If so how can it be done?
Thank you for your help

Hi,
You can trying using Books of Business.
Create a book and add that particular user to that book and at the time of task creation, through a workflow you can assign it to the corresponding book.
This might resolve the access issue you are facing.
hope it helps,
Mayank

Service Request State Models

Hello guys,
We have created a value in the Service Request status (Under Customer Approval) which is to be after the status Approved-Req. When the client reaches the status Approved-Req he is unable to reach the new value Under Customer Approval.
Could anyone please help me with this one? Because I checked the transitions and it says:
(From State) = Approved-Req. (To State) = Under Customer Approval.
Check flag on Public along with the problem type = New Requirements.
The authroized positions filled are the same as the position of the customer trying to change the service request status.
Why can't we change the status of a service request from Approved-Req to Under Customer Approval? Please help.
Thank you
Edited by: Hamzeh Al-Karmi on Jan 18, 2010 5:08 AM

Hi Hameez,
Is the issue occuring only for this transition?
When u have added the Authorized position. Does the transition was appearing previoulsy when it was public?
Try chaning again to Public and check if you are able to select the value.
Then add the Position and bounce the server to make the changes affect.
Regards,
Joseph Arul Dass

SCSM 2012 R2 - Activities have been completed but Service Request staying In Progress

I have noticed that a number of service requests that are shwoing with the status as 'In Progress' have actually had all the related activities resolved.
Once the activities are all closed the request should automatically go to Compelted, why is this not happening on some of my Service Request????
tamrep

There were in deed some needing attention under activity status changed, but no errors showing in the log.
I re-ran them all and they succeeded so maybe this was it. Have you come across it before? I'll need to keep an eye on this.
There wasn't anything requiring attention under Service request Status changed, which i was surprised with.
tamrep

How to disable auto-completing service request after completing last activity

How to disable standard rule, that change service request status to "Complete" when the last activity in this service request is completed?
For SCSM 2012 R2

Perhaps you can use the "Closed" status as a way of indicating that your are completely finished with a service request? (This follows ITIL). It has the advantage of being an out-of-the-box feature and, by default, SR's have to be closed by
a user.
Keep in mind, though, that closed service requests are groomed out of the CMDB (356 day retention time by default, i believe). But, they'll still be available for a few years in your data warehouse.
What is your business reason for this behavior? Console views? Custom reports?
If "Closed" doesn't cut it for you, you may want to consider extending the Server Request class with your own status property that you can use for whatever your requirements are.

Service Requests remain In Progress when all Activities are Completed

Hello Experts, we're periodically finding Service Requests remain In Progress, when all Activities within the SR are Completed.
Specifically this is happening when a RB Activity within the SR template has generated an Incident and attached it to the SR, and all of the Activities within the SR are Completed prior to the Incident being Closed.
Has anyone run into this situation?
Even if we had means to easily find this scenario in our system that would ease our pain -- is it possible to use PowerShell to return all Service Request's which are In Progress but have all child Activities marked as Completed?
Thanks!

I've run into a couple of Service Request status issues. I'm convinced the SR status workflows are not as well designed as the other out of the box work item workflows. I've recently run into a problem with Service Requests failing to start (i.e. stuck forever
in New status) depending on how they were created, and Here's a similar script i used to address the SR's jumping to completed bug from early in 2012.
import-module smlets
#Variable Setups
$SRCompleted = Get-SCSMEnumeration ServiceRequestStatusEnum.Completed$
$SRCompletedID = $SRCompleted.id
$SRInProgress = Get-SCSMEnumeration ServiceRequestStatusEnum.InProgress
$ACCompleted = Get-SCSMEnumeration ActivityStatusEnum.Completed$
$ACSkipped = Get-SCSMEnumeration ActivityStatusEnum.Skipped$
$SRClass = Get-ScsmClass System.WorkItem.ServiceRequest$
$ContainsActivity = get-scsmrelationshipclass System.WorkItemContainsActivity$
$SRReset = $False
#Get SR in question (from workflow params)
$SR = get-scsmobject -class $SRClass -filter "id -eq $ID"
#Get all children relations.
$ChildREls = Get-SCSMRelationshipObject -BySource $SR | ? {$_.relationshipid -eq $ContainsActivity.id -and $_.IsDeleted -eq $False}
#if there are children (don't reset SRs that don't have activities)
if ($ChildRELs) {
foreach ($childREL in $ChildRELs ){
#Get Activity from child relation.
$ChildAC = (get-scsmobject -Id $childREL.TargetObject.id)
if (!($ChildAC.Status -eq $ACCompleted -or $ChildAC.Status -eq $ACSkipped -or $ChildAC.Skip -eq $True)) {
$SRReset = $True
if ($SRReset) { Set-SCSMObject $sr -Property Status -Value $SRInProgress }
the important part of that script is the bit where i'm walking each child and checking it's status. you could adapt this to your situation with some framing adjustments.

Alert for status changed in Service request CRM

Dear All,
We have a requirement where if the status is changed for a service request, an alert should appear in the context area of the interaction center warning the user of this modification.
I have tried to used the Alerts Configuration in the business role of IC_MANAGER to do this, can i do this only with customizing or do i need any development?
Thanks for all your input.
Best Regards,
João Gaifém

Hi,
As no standard event is raised when changing the status, you could do the following.
Create a Z event (in SPRO, Customer Relationship Management->Interaction Center WebClient->Additional Functions-> Intent-Driven Interactions Define Events in Repository).
Then, you could enhance the view in which the status is managed.
If you want the alert to be shown when selecting the status, create an event handler for the attribute (if not existing already).
In this event handler, call the Z event you just created.
The code should look like :
DATA : lr_event TYPE REF TO cl_crm_ic_event,
lr_event_srv TYPE REF TO if_crm_ic_event_srv.
CREATE OBJECT lr_event.
lr_event->set_name( 'ZSTATUS_CHANGED' ). “Name of event created
lr_event_srv = cl_crm_ic_services=>get_event_srv_instance( ).
lr_event_srv->RAISE( lr_event ).
Then, create your own IDI rule, so that when the Z event is raised, an alert should be displayed.
Hope this can help you.
Sylvain

Service Request Status Configurations

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