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New with SAP CRM 7.0 – The Service Request

by Antoine Cadot-Wood

September 27, 2011

Even three months after starting to work on CRM Expert, I’m still amazed that even a year after a version or enhancement pack comes out for an SAP system, people still have questions about it, as though it were released yesterday with no warning. It seems completely different from the world of consumer software, where new versions of products are released and adopted with ruthless regularity. Or, in the immortal words of “Weird Al” Yankovic:

My new computer's got the clocks, it rocks
But it was obsolete before I opened the box
You say you’ve had your desktop for over a week?
Throw that junk away, man, it's an antique1

Of course, with security and compatibility issues to worry about, enterprise IT departments cannot move at the same pace as individual users (as the recent spat between Mozilla and some of those IT departments illustrates). It may be months or years before your company has the budget or business case for upgrading its CRM system.

So for those of you who took the plunge recently, I have a great CRM Expert article by SAP Product Expert Bettina Giese, who has just written about the service request, a new transaction with SAP CRM 7.0, which got another upgrade with enhancement package 1.

A service request is a souped-up version of a service ticket, with enhancements that include flexible item determination and the ability to easily configure service level agreement determination. They can also be bundled into m aster service requests, which are used to group several instances of the same issue. That’s a handy feature if one of your copy machines bites the dust and every single person who relied upon it submits a service request. Service requests can also be used with knowledge articles, which allow you to record why exactly that copy machine died and how you revived it, to help some equally unfortunate technician in the future.

With enhancement package 1, service requests got another boost, with new features such as checklists, time recording, survey integration, and new SAP NetWeaver BW queries that let you put information about service requests right on your dashboard.

All this and more are covered in great detail in Bettina’s new CRM Expert article, "A Detailed Introduction to SAP CRM Service Request Management," which can be found right here on ILN.


1. “Weird Al” Yankovic, “It’s All About the Pentiums,” Running with Scissors, 1999.

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