Convert Service Ticket to Service Request

July 13, 2009 at 2:56 pm

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Symptom
You are an existing SAP CRM customer upgrading to SAP CRM 7.0 and want
to convert all of your pending Interaction Center (IC) service tickets (BUS2000116) to the new CRM WebClient service request (BUS2000223) format.
The service ticket (which was a variant of the IC service order business transaction) was introduced in SAP CRM 4.0 [...]

Processing/Action Log customizing note.

June 25, 2009 at 4:58 am

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Symptom
Customizing for Processing/Action Log can be difficult to understand. The existing document are not as straight forward and clear.
Other terms
Processing Log, Action Log, Change History, IMG, Customizing, SRQM, ITSM, Service Management, Service Reqeust, Incident, Problem, RFC, Request For Change.
Reason and Prerequisites
Reason:
Customizing for Processing/Action Log can be difficult to understand. The [...]