Service Quotation handover reference from Case

Hi ​@ROBBERT.PRONK,

It is currently not possible to handover a case to a service quotation. Could you please register and idea for it for us to follow up on? It would be great to hear more about the use case. 

Thanks,

Daniel

Hi Robert.  I found the following information -

In IFS Cloud Call Center / Case Management, the options appearing in the Handover dropdown on Cases and Case Tasks are driven by system basic data, component availability, and security grants.

Below is the setup and process to enable and execute handovers from a Case Task to a Service Quotation.

1. Basic Data Configuration (Enable Handover Reference Type)

If Service Quotation does not appear in your handover options, it must first be enabled in the Case Management setup:

1. Go to Call Center / Case Management → Basic Data → Handover Reference Types (or Handover Possibility Setup).

2. Locate Service Quotation in the list of available reference types.

3. Ensure the reference type is set to Active / Allowed.

4. Check the level mapping to ensure Case Task is flagged as a permitted source level (in addition to Case Header).

2. Security & Module Grants Check

• Component Enablement: Confirm that the Service Management / Service Quotation module (SRVQUO) is enabled in your active IFS Cloud solution set.

• Permission Sets: Verify that the user's role includes security grants for Service Quotation handling projections (e.g., ServiceQuotationHandling). If a user lacks creation permissions for Service Quotations, the system automatically suppresses the handover option.

3. Process: Executing the Handover from a Case Task

Once configured and granted:

1. Open the target Case in IFS Cloud and navigate to the Case Tasks tab.

2. Select the Case Task you wish to hand over.

3. Click the Handover action button.

4. In the Handover Assistant, select Service Quotation from the Handover Reference Type list.

5. Enter the required quotation attributes (Site, Customer, Coordinator, Line details).

6. Click Finish. The system creates the Service Quotation and populates the Handover Reference ID on the Case Task for bi-directional traceability.

4. Alternative / Custom Workaround

If direct native handover to Service Quotations is restricted in your specific IFS Cloud release:

• Object Connections: Create the Service Quotation directly in Service Management and attach the Case/Task ID via Object Connections.

• Business Process Automation (BPA): Create a custom workflow trigger on Case Task state changes to launch the Service Quotation assistant automatically.

If you find that this cannot be done, please create a case so that this can be investigated by RnD.  Thans!  Jane

​@Jane Perry, 

It is currently not possible to handover a case to a service quotation. It does not need a case to be investigated by RnD. However, as mentioned previously, if there is a need for this functionality please raise an idea where the use case is described. 

​@ROBBERT.PRONK, 

Even though it is not possible to directly handover to a service quotation, it is possible to handover to a WO and create a service quotation based on that. 

Thanks,

Daniel