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SAP CRM 7.0 Service Tickets and Service Requests: Frequently Asked Questions

SAP CRM 7.0 Service Tickets and Service Requests: Frequently Asked Questions 

Goal of this blog: To answer common customer inquiries concerning the functionalities of the Service Ticket and the Service Request. Many SAP CRM customers are aware of a transaction called the Service Ticket. Lately, however, customers have been hearing about the Service Request transaction, and are wondering how this fits into SAP CRM’s Service and/or Interaction Center offering, and also, how it relates to the Service Ticket. Hopefully this blog will address the most commonly asked questions for our customers using Service Tickets, and also those customers thinking about implementing or upgrading SAP CRM and using a service scenario and considering Service Requests. 


What is a Service Ticket?

The Service Ticket (which was a variant of the IC service order business transaction) was introduced in SAP CRM 4.0 Add-On for Services Industries to better support the Service Desk scenario. The service ticket has transaction BUS type (BUS2000116).  

Figure 1. The Service Ticket within the Interaction Center


Figure 2. The Service Ticket transaction view. 


What is a Service Request?

            The new Service Request in SAP CRM 7.0 provides most of the functionality available in the Service Ticket as well as some additional functionality, such as multiple multilevel categorization schemas, as well as integration with other new features, such as knowledge articles* and master service requests. Technically the Service Request represents not only a different transaction type than the Service Ticket but is also built on a different Business Object Type in the Business Object Repository (BUS2000223 rather than BUS2000116; the master service request is built on BUS2000224). 

*Note: See the blog about Knowledge Articles by my colleague Bettina Giese for more information: Knowledge Articles in SAP CRM .



Figure 3. The Service Request within the Interaction Center.     


Figure 4. The Service Request transaction view. 


Note: What is the significance of the different BUS type? The “business object type” basically controls which fields and methods (i.e., functions) are available for an object from the business object repository; whereas the “transaction type” simply defines properties and characteristics such as partner determination procedure, text determination procedure, organizational data profile, and status profile. So, for example, the Service Ticket and Service Order share the same underlying BOR object type and hence have the same available fields (e.g., priority, status, etc.) and methods (e.g. create, display, execute) – but they have different transaction types, so they have slightly different properties and characteristics. On the other hand, the Service Request is a completely different business object type, meaning it really has different functionality and database fields. 


What are the differences in functionality of these two transactions, the Service Ticket and the Service Request? 

To answer this question, it is probably easier to show similarities and differences in functionalities in the form of a matrix: SAP CRM 7.0: Service Tickets and Service Requests – A Functionality Matrix:

Feature Service Tickets Service Requests
Views Only IC roles Available in all CRM WebClient and IC business roles
Versions CRM 4.0 SIE, CRM 2005,  CRM 2006s, CRM 7.0 CRM 7.0
Time Recording* Yes Planned for upcoming release*; in SAP CRM 7.0 possible via Service Confirmations
Multi-Level Categorization Yes, Basic Yes, Enhanced with up to five categorization schemas
Dispatch (“Escalate”) Yes Yes
Standard BI Reports Yes BI Content available; standard reports planned for future release
Out of the Box Interactive Reporting (OLTP)* Yes No, planned for upcoming release.*
Email Response Management System (ERMS) Integration* Yes

Not yet, planned for SAP CRM 7.0 SP04*

Intent Driven Interaction Integration* Yes Yes*
Item Determination Hard-coded dummy line item, determination via BAdI

Flexible Item Determination using categorization

Standard Alerts (to show open Service Tickets)* Yes Yes*
Calculation of Work and Total Duration Not with standard delivery Yes
SLA determination Yes, Basic Yes, with flexible access sequence
Integrated Master Service Request Functionality (i.e., for bundling Service Requests)

Yes, Basic

Print/Print Preview No Yes
Knowledge Article Integration Not per default, instead Solution Database Yes
Find Related Problems Functionality No Yes
Unlock (from master service request) No Yes
Display Object Relationships No Yes
Create Follow-Up Yes, Lean Yes, Full
Auto Complete Yes Yes
Processing Log No, however the Service Ticket used the Change History to log changes Yes
Escalation management (1st and 2nd level) No Yes
Business Context Yes Yes


What is the background information behind SAP’s addition of the Service Request transaction to the breadth of Service Transactions offered by SAP CRM?           

Many customers are wondering where the Service Request came from and what it is when compared to the Service Ticket, the original service desk transaction. From a very high level we can attribute this change in direction as part of SAP CRM’s business transaction alignment progress. During the last few SAP releases, there has been a gradual movement towards more robust transactions within the IC and better integration with CRM transactions.  

In CRM 2006s, there were additional IC specific transactions available for Sales, and Marketing, as well as better integration of the CRM WebClient transactions into the Interaction Center.  In CRM 2007, new functionality around the enablement of pop-ups for partner, organizational and contract determination was added for transactions in the IC. Some of the remaining challenges SAP CRM faced was that the Service Ticket functionality was available only in the IC, and that IC transactions behaved differently than non-IC CRM transactions including differences in multi-level categorization, integration issues like the Activity clipboard, and the transferring of confirmed account and contact, with the rest of CRM. 

The ultimate goal for SAP CRM’s business transaction alignment efforts for users was that, for whichever role, the same transactions could be used. There no longer would be an IC Lead in the IC WebClient, and CRM Lead for CRM WebClient. Whichever role the user is assigned, the same transaction can be used, and full integration between CRM and IC is possible.  

In most cases, there is a lot more functionality in the CRM transaction, so in this case, the Service Request has more powerful functionality than the Service Ticket. The Service Request ultimately will be the more powerful choice for implementations. This move towards business transaction alignment is to benefit the users of SAP CRM and SAP CRM Interaction Center in the long run with a simpler approach to transactions in the WebClient.  


If I am implementing SAP CRM for the first time, which functionality should I choose: Service Tickets or Service Requests?

SAP recommends that new customers use the Service Request rather than the Service Ticket. The Service Request can be used in the Interaction Center, as well as other business roles, such as the Service Professional Role. The Service Request will also most likely be the object where it is more likely enhancements will be done. Finally, there is much more functionality in the Service Request. See the comparison matrix above. 


What is SAP’s recommended strategy for which transaction to use?            

Existing customers using the Service Ticket are encouraged to use the new Service Request when possible. However, it is still possible to use the Service Ticket.  


We’re currently upgrading to SAP CRM 7.0 and we are using Service Tickets in our current version, what is SAP’s recommended strategy for converting Service Tickets to Service Requests?           

 If customers want to stop using the service ticket and start using the service request instead, the easiest way is probably to make a hard cut and create only new service requests from a specific date onwards. However, this may not be an option for customers. Therefore, OSS Note 1261247 exists to help customers create a conversion report and offers two options to convert Service Tickets to Service Requests. This process can be cumbersome (as with any conversion) and takes time. For those that are interested in doing a conversion, the note exists as guidance.  


Are Service Tickets going away?           

The Service Request will probably be the successor to the Service Ticket in the long run. However, the Service Ticket will not be ‘switched off’ in the near future. Service Tickets can still be used in the current version of SAP CRM 7.0. When choosing between the Service Ticket and the Service Request, it is important to evaluate the features and capabilities of each transaction and make the decision based on your implementation.  


This blog was originally published in May, 2009. Have there been any updates on functionality for future release*?

Actually, yes. Please see the items in the above matrix with an asterisk. Currently there are functionality updates for the following:

  • ERMS Integration for the Service Request*
  • Standard Alerts for Service Requests*
  • Intent Driven Interaction actions for the Service Request*
  • Time Recording Enablement for the Service Request*
  • OLTP Enablement for the Service Request*

*“The information in this document is confidential and proprietary to SAP and may not be disclosed without the permission of SAP. This document is not subject to your license agreement or any other service or subscription agreement with SAP. SAP has no obligation to pursue any course of business outlined in this document or any related presentation, or to develop or release any functionality mentioned therein. This document, or any related presentation and SAP’s strategy and possible future developments, products and or platforms directions and functionality are all subject to change and may be changed by SAP at any time for any reason without notice. The information on this document is not a commitment, promise or legal obligation to deliver any material, code or functionality.  This document is provided without a warranty of any kind, either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a particular purpose, or non-infringement.  This document is for informational purposes and may not be incorporated into a contract. SAP assumes no responsibility for errors or omissions in this document, except if such damages were caused by SAP intentionally or grossly negligent. All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differ materially from expectations. Readers are cautioned not to place undue reliance on these forward-looking statements, which speak only as of their dates, and they should not be relied upon in making purchasing decisions.”

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  • Hi Kim,

    Nice Blog entry! This new Service Request functionality (along with the related Knowledge Article functionality) seem like yet another reason for customers to consider going with SAP CRM 7.0! Thanks.

    Best regards,

  • Hi Kimberly,

    It is really a nice initiative by SAP CRM by unifying and as well adding new features in the interaction center.

    And also described in a neat fashion. Thank you.


    • Hi Vijayendra,

      Thank you very much for the comment! I'm glad you agree with SAP's strategy for unifying and aligning transactions. In terms of the blog format, I will strive to contninue to use comparison matrices and frequently asked question formats. I think it really helps and breaks down complex stuff into simple explanations.

      Take care,


      • Hi kimberly,

        I'm trying to customize multilevel categorization in Reason field without success. Is there any best practice or configuration guide or something similar about Service Requests?

        I know I need to create a subject profile and schemas but I'm a little lost about the type of the catalogs and how to assign the subject profile to the Service Request.

        Best Regards.


  • Hi Everyone,

    I've posted near the end of the blog, and in the functonality matrix, some functionality enhancement information for the Service Request that has been planned or executed since the original blog was published in May, 2009. Check out the updates when you get a chance.

    Take care,


    • Hi Kimberly,

      Instead of using IC Web screen for service ticket, can we use Service Order WebUI screen. When we click on Service Order link in IC Web, we are getting a pop-up to select the order type; one of them being a service ticket. This can be because of the same business object type. I can maintain the service ticket in this screen as well. Can we just use that screen to maintain the ticket then? If we use the IC Web screen, then we may need an enhancement to avoid this pop-up.

      Please let me know.

      Sapan SHah

  • Hi Kim,

    Your blog is very usefull. Since I am new to CRM Service implemenation I have couple of doubts though they sound simple. Request you to help me by answering them.

    Can we refer a service request to Service Order, Service Quotation and Complaint transaction?

    Can we determine product warranty within the service request in case complaint creation as a follow-up document? In that case what is the required configuration.

    Is escalation process available in Service Request? If so what is the prerequisites for that?

    Waiting for your response soon...

    Best regards,

    Raghu ram

  • Kimberly,

    Thankyou for the excellent infromation.

    Another consideration is the e-service implications. One of the benefits of Service Tickets is that you can raise them through the IC and a customer can track them online via ICSS.

    Is it possible to track Service Requests via ICSS?


  • Really appreciate your thoughts on documenting the difference so clearly.
    I had question on the item level comparison, from the blog I got a  clue that we can cater service request  for multiple products ?
    i.e a customer calls in an CC and he has issues with 2 different products,but CC wants to give a single SR number for issues to two different products.
  • I want to create follow up from Service Request to Knowledge article. i have done the copy control configuration , still unable to see Knowledge article in Service Request Follow up.
    please treat this as urgent.

    Thanks in advance 🙂

  • Hi Kimberly,

    May you give some hint about the "Escalation" method call in the action definition "IT_INCIDENT_ESCALATION" which is used in the service request escalation based on the SLAs, do we need ERMS configured for this action to execute?

    Many Thanks,