Name: How to Work with Service Ticket Elements - SAP Service Cloud
Uploaded: 2023-4-25
Duration: 478 s
Description: In this video, you will learn about the different elements of service tickets and how they are used together by the service agents to perform their daily tasks,

Share feedback

<p>Planned maintenance of Practice Systems</p>

Planned maintenance of Practice Systems

Why create an SAP account?

Enhance your learning experience

SAP Learning

Subscribe now

Learn more

Live Sessions

Hands-on Practice

Certification

My Learning

Ready to start learning?

<div><div><div><div><div><div><div><div><div><div>In this video, you will  learn about the different elements of service tickets and how they are used together by the service agents to perform their daily tasks,</div></div></div></div></div></div></div></div></div></div>

How to Work with Service Ticket Elements - SAP Service Cloud

Your company now wants to see the application and the area of service operations  they are interested in a transactional area ticket and the features which can be used in a service process.   At first, tickets in general are transactional documents that are  used to record information about an issue.  The essential elements of a ticket  are the Customer Assignment,  reference to a Service Object, Service Items such as a repair, and the definition of the responsible Service Employee and/or Service Organization.  As frontend, the Service Employees  are using SAP Service Cloud  to create and maintain tickets with the relevant data which are needed.   In this demonstration, you will view the Service ticket feature in SAP Service Cloud.  Firstly, login to the SAP Service Cloud instance.  You will now see how to create a new ticket   from the navigation section.   Drill down and choose Service, Tickets.  In the resultant screen, choose Create. From the new Create screen, fill in the Type, Customer   and Subject.   Note Michael Wallace is automatically selected  as the Contact Person  as the rule determination of contacts is activated within the configuration of a document type.   Allen Administration is automatically  selected as agent. As the rule determination, user is automatically Employee, responsible is activated within the configuration of a document type.   Choose Save and Open.   You have now created a new ticket.   Every ticket always gets a unique ID.  You can view the unique ID  on the upper left section of the screen.   In the following steps, you will navigate to view  or add details for the Involved Parties,  Overview, Items, Time Entry, Interactions,  Attachments, Notes, Related Items, Sub-Ticket, Document Flow, Activities and Skills tab pages.   Let us now look at the Involved Parties tab page.   Navigate to the Involved Parties tab page.  You can view the roles of the involved parties  used in this ticket.   This can be a person or an organization.  If rules are activated, the automatic determination of party roles can be performed.   You can see the result of that automation process  For the Party Roles, Processor, Service and Support team, Ship-To and Reporter.  You can specify who should be involved or not.  Moreover, you can change the existing party role entries if needed and the employee gets the authorization to make the changes.   You can assign a product using the Overview tab,  choose Overview tab,   choose Edit  and fill in the product and the serial ID  for the registered product.  For service object, with the selection of the registered product, you record the information that the customer  has an issue with the unique service objects.   A service object contains the three elements  Customer, Product and Serial Number.   With this information you have the option  to combine or determine the ticket with a valid warranty and/or a service contract.   Choose Save.   Let us now add product from the Items tab page.   Navigate to the Items tab page.   Choose Add. In the displayed item dialog box,  fill in the details and choose Add.   The item is created.  For documentation, the items are used to document. For example, the time effort for the ticket processing.  The information here can be used as reference in follow up processes like  Billing Document creation in the backend system SAP S/4HANA .   Choose Save.   Using the Time Entry tab page,  you can set the duration  and merge the time entries.   Navigate to the Time Entries tab page   and choose New. In the subsequent screen, enter the duration.   Note the ticket ID is already assigned.   Choose Save and Close.   Select the newly created time entry  and select More.  From the Content menu,  choose Merge to Time Item.  In the displayed dialogue box,  fill in the details in the Mandatory field,  Time, Item, Product.  Choose OK.   The Item tab helps you to view the newly added product.   Choose the Items tab.   Note the newly added item.   View the Modes of communication  under the Interaction tab.   Navigate to the Interactions tab page.   Select New.  In the Display dialogue box, you have the option to integrate the communication within a ticket,  Email, SMS, Portal and Internal Memo.   Close the dialogue box.   The Attachment tab helps you  to add generic useful features in a ticket.   Navigate to the Attachments tab page. Select Add dropdown.  View the options.  Here you have the option to assign documents,  for example from your desktop to a ticket.   The Notes tab helps you to add more information  or details related to the ticket.   Choose the Notes tab page.  Add a note  and save the entry.   The Related Item tab helps you assign follow up and preceding items to your ticket.   Navigate to the Related Items tab page   and choose More.  From the dropdown list, You can create follow up documents like Ticket, Quote, Opportunity or Lead.   Sub-Ticket tab allows you to add tickets  to the existing one.   Navigate to the Sub-Ticket tab page  and choose New.   Using this option you are enabled to create or to add existing tickets in a hierarchy.   Fill in the required details   and save the details.  Return to the Sub-Ticket tab page  and view the newly created ticket.   Document Flow allows you to view the details of all the tickets that are created.   Navigate to the Document Flow tab page.  Here you get a visual overview of transactions  which are linked together. You can view the ticket details by selecting the ID.   Choose close.   You will now view the Activities tab.   Choose the Activities tab page.   Here you can create and/or add existing activities of type Tasks and Phone Calls.   Skills tab helps assign skills required  to execute the task.  Navigate to the Skills tab page.   Here you can assign the skills required  to execute the services for the customer.  This can be relevant to determine the best service employee.   You have now seen the Service Ticket feature  in SAP Service Cloud.