This is an extensive system that addresses a range of customer needs and requirements. Even with the broad functionality in Service/Support Management (SSM), users with unique requirements may need to customize one or more standard functions.

You can make customizations to Service/Support Management programs directly to source code, if this is available, or through user exit points that the system supports. The advantage of the user exit method discussed in this chapter is that it reduces maintenance costs for customization. Further, when you use exit points to call custom programs rather than modifying source code, you can upgrade your system more simply

In the SSM module, you can initiate calls to your own custom subroutines from many functions. When these subroutines are invoked, the system passes them one or more parameters, reflecting the Progress record identifiers for the records currently maintained by the calling routine. Design the custom subroutines invoked from user exits to accept the specific parameters in the designated order.