Extend Category Selection in Service Desk Support Message (SLFN)

[Former Member]

Hello Experts,

We want to extend the selection of the CATEGORY, in the Service Desk.

In SolMan 7.0, there was a IMG customizing activity "Maintain Categories" (Programm SAPLCRM_ORDER_CD).

It was only necessary to make changes / extension here, and it was available in the Service Desk.

In SolMan 7.1,the IMG Activity is there as well - but making changes there does not bring any results.

When creating new support messages (transaction type SLFN), the new categories are not displayed for selection.

As we need more than the existing, we cannot simply change the standard settings.

Can anyone tell me, if we need to make one additional change to make the new categories available??

Best Regards,

Jan

[Former Member · Accepted solution]

Hi

In 7.1 transaction type for incident message has been changed, its now SMIN.

Please check out for this TR type, it is with new term as multilevel categorization.

Thanks,

Jansi

[Former Member · Accepted solution]

Hello Jansi,

Thanks - I know.

We will still use SLFN (due to performance, training & custom development issues).

Therefore I need a multicategorization for SLFN.

Must be possible - there are 7 categories currently selectable.

How can I extend that to 14??

Regards,

Jan

[Former Member · Accepted solution]

Hi,

I got from last teched, By default it is available upto 10 levels,

check this guide [Multi level catagory doc|https://websmp201.sap-ag.de/~sapidb/011000358700000409472011E]

Let me know your challenges

Thanks

Jansi

follow me on twitter @shivjansi

[Former Member]

HI Jan,

I have same kind of problem. Did you manage to find solution for it?

Best Regards,

Leena Nissilä

[Former Member]

Hi Leena,

Unfortunately not.

We reduced our categories to 7 and used the existing entries. Just changed the labeling.

If you see the entries with their keys, you have something like:

FAX - Workflow

INT - Authorizations

It's not perfect but serving our purposes - for now.

Regards

Jan