Please can someone tell me where to assign the subject profile in a service request. With a service ticket its under the assignment of business transaction category under customizing header for service process, however with the service request this option to put in a subject profile does not exist. Also can someone please explain how multiple multi-level categorization schemas are assigned to the service request transaction type.
Many thanks and kind regards.
To assign subject profile to service request:
IMG >> CRM >> Transactions >> Basic settings >> Define Transaction Types >> choose your Transaction type and go to it's details >> Assignment of Busines Transaction Categories >> Choose Service Process >> Customizing Item.
Note: If you don't see "Service process" under Transaction category you can add it.
Here you can add the subject profile.
"When schemas are connected via transaction types and item categories, you can link multiple schemas to an application. These are included in the application in separate blocks of categorization fields.
For service requests (incidents), problems, and requests for change, the categorization blocks Subject and Reason are delivered at header level."
See complete details in link below:
hope this helps.
Ok so in the UI there are 2 blocks for multi-level categorization delivered standard in the service request at header level, one is subject and the other is reason. Regarding assigning the subject profile to the business activity under business transaction category within the service request transaction type, that will populate a single line field for reason, not the multi-level categorization. Under service process under business transaction category, there is no input field for suject profile withing the service request transaction type.
To populate the reason block for multi-level categorization the subject profile needs to be assigned at the item level, thus within the item category that is determined, the subject profile needs to be assigned.
If anyone can tell me where the subject block's subject profile is determined from, please let me know.
Heres how to create multi-level categorization:
1. Login WebClient using Business role IC_MANAGER.
2. NavBar > Knowledge management > Create > Categorization Schema
3. Application area > New >
Application ID = "Service Request"
Parameter = "Subject Profile"
Value = Select your Subject profile.
4. Category Hierarchy > New > now on the right side select subject code from drop down
5. Repeat step 4 to Create the required levels, sub levels and assign them subject codes.
6. Now select the root (Schema ID) and on the right change valid from date 5-10 min in future.
7. Change the status to Released and save.
You should be able to see multi-level categorization in Service req. If not then check if Categorization Profile is assigned to your agent Role in assign function profiles.
hope this helps
Did you solve your issue?
I have the same problem I did't find where to assing the subject profile to a Service Request.
I try by business transaction type but the input field in Business Object "Service Process" doesn't exist.
Thanks for share with me how did you solve it.
You can give the subject profile in the business transaction category "service process". If you can not see the subject profile field, double click the business transaction category " service process" to get the subject profile field.
I hope it solves your issue.
For service request subject profile is not assigned for transaction type like Activity.
For assign subject profile you need to create a new categorization model for the subject block (so, 2 diferent categorization schemas) and assign to:
Application area: Service Request/Incident
Parameter: Transaction Type/Catalog
Value: Name of your subject profile
After that go to SPRO>Customer Relationship Management >CRM Cross-Application Components> Multilevel Categorization> Assign Transaction Types to Catalog Categories. In this transaction assign your transaction type (service Request) to 2 Catalog Category like: "C Overview of Damage" and "D Defect Locations/Object.
WIth this, you set that you want to use to categorization like subject and reason.
The subject profile that you will use need to be create for SubjectProfile Category "A Service"