Handling Notes: How to track the whole history with filters

[anais_jaussaud]

Hello Everyone,

In SAP Enhancement Package 2 (Including SP12) for SAP CRM 7.0, there is a new function available concerning Text management.

Within business function CRM_ITSM_COM it seems possible to "Filtering and sorting of the notes history by several text attributes" and also "Classifying texts by tagging a note with up to 8 keywords"

We did activate the business function required and customized the Keyword customizing point as defined in the SPRO.

First of all, we cannot add a keyword to a text intothe view of the service request. How the tag is supposed to work?

In addition, in the following link, Handling Notes - Service Request Management - SAP Library, it says that Notes History log can be filters with some attributes such as :

• Type
• Creation Date
• Created by
• Keyword
• Language

We are not able to view the filters in our assignement blocks. Only the text type is a criteria. The keywords defined in the customizing are not shown on any blocks (GSTEXT, TEXT or TEXTLOG), and we have no idea on where to add the filters Creation Date/Creation by, etc....

Has anyone already implemented those changes? Would there any customizing modification to make ?

Thanks a lot for your help,

Regards,

Anaïs

[anais_jaussaud · Accepted solution]

The problem has been solved.

After activating business function, there is a program error handled by OSS note 1796247 - ITSM enhancements - certain functions are not active . Some entries have to be maintained manually in table CRMV_ITSM_SWITCH.

Regards,

Anaïs