TREX - CRM Service request not showing

[anais_jaussaud]

Hi everyone,

Per our understanding, TREX is linked with the button "Find related problems" on the 'More' button available on the Header tab.

We are using service request (SRV copied to ZCAS) to create incident. Our purpose is to be able to display the other service request (ZCAS) that would have some similarities (categorization, BP,...).

To do that, we have customized the following transaction in the spro:  CRM/Transactions/Setting for Service Request/Define System proposals for related transactions

It is apparently working as, when cliking on the "Find Related Problems", we do have a window appearing with some similar cases.

However, it only shows the Problem (ITPR copied to ZTPR) that have a common categorization but not the other Service request (ZCAS) even if the customizing is the same (see screenshot below) and data are available.

Is that the good understanding of the TREX purpose?

How come the other service request are not shown?

Thank you very much for your help,

Regards,

Anaïs

[former_member201769]

Hello Experts

Please Reply experts,i am also facing same issue.

Thanks in advance

[former_member182637]

Hi,

You can configure the system to propose the related transactions based on certain criteria. Configuration is based on the following path:

Customizing for Customer Relationship Management under Transactions Settings for Service Requests Define System Proposals for Related Transactions .

Check your source Transaction (Service Request) and you target transaction (Problem), and flag how would you like to find the related transaction:

By similar:

- category

- Reference Objects

- Organisation Data

-Sold to party

If you also would like to find "Other Service Request", then you customizing should have:

-Source Transaction (Your Service Request),

-Target Transaction (your service Request),

In other words, make a new entry to determine "Other Service Requests" as related transactions, rather than ONLY other Problems as related transactions.

Regards,

Lyda