Multilevel Categorization and IC Agent

Hello.
I need to avoid the creation of Service Requests under some Categories in Multilevel Categorization. I want to know if there is any way to show lees categories of the categorization based for example in the user Business Role.
The other option that I have is to validate the SR before saving and comparing the selected category vs a Z table that containts Business Role > allowed categories. I think I can achieve this using the BADI ORDER_SAVE.
Have you ever had a similar requirement?
JM

Hi JM
You can redefine the method GET_V_CAT01 in view Categories of component BTcategories and write the code to display only those categories which are required for that particular business role.
Regards
Naresh

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Multilevel Categorization in the normal Appointment View

Dear experts,
We're using CRM 7.0 SP3.
We're well aware that Multilevel Categorization as per Standard is supported in IC Webclient in Interaction Record View and not in the normal Appointment View (i.e. UI Component BT126H_CALL).
However we want to use Multilevel Categorization explicitly not with the Interaction Record but with the follow-up Appointments.
How do we implement this requirement?
We already enhanced the Component BT126H_CALL with a Custom-Controller ZBT126H_CALL/CUBTCategoriesCuCo and adjusted the Runtime Repository taking the Component BT116H_SRVO as an example. But we fail while trying to add BLOCK CategoryDDLB to our Configuration of the View BT126H_CALL/SCDetails - nothing in fact gets added.
We would highly appreciate any hints how to get our work finished.
Many thanks in advance! Kind regards,
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Hi Macha,
We are working on a requirement where we need to have the Mutlilevel Categorization View available in Interaction Record in CRM 7.0
I found one spec online on the WIki posted by you. Its really helpful
I created Component Usage for BTCategories in ICCMP_BT_CAT. However, There was hiccup in the next step which stopped me from going further.
A new Context Node Z_MULTIL_CAT_APPLICATION (Value node) has to be added in order to have the Application of the Multilevel Categorization.There is one attribute called "application" with type Char length 30.
I could not understand these steps. However, I tried creating the context node with another name and the attribute as well with the same property as mentioned in the spec. Then also redefined WD_USAGE_INITIALIZE for the Component Controller of ICCMP_BT_CAT and put the mentioned code. Unfortunately, that dint help.
Also, do I have to create the component usage in ICCMP_BT_CAT or ICCMP_BT_INR?
Please advise.
Thanks in advance
Vishal

Multilevel Categorization

Hello,
I'm looking for a solution to have two categorization blocks in one service order.
First categorization is used for internal categorization, captured by service admin.
Second categorization is used to store an external categorization, captured e.g. by customer in an external tool.
Both categorizations are independent from each other.
Regards
Juergen

Hi Sree,
Multilevel Categorization is used to categorise ur business transactions based on certain criterias. They also help in Auto Completion of a transaction.
In order to get the same in IC WebClient
1. Create a schema, using Category Modeler.
This can be done only in PCUI. You can open the individual BSP application( CRMM_ERM_CAT) for category Modeler and create a schema with category levels.You can refer CR410 for the same.
You will have to assign the subject profile to the schema. Activate the Schema by changing the status to Released. It takes 24 Hrs for a schema to get activated.( The status automtiaclly changes to ACTIVE)

2. This subject profile is also assigned to the transaction type.
3. In the business transaction profile tick the checkbox Categorization. This will ensure that the categorization is shown in CIC Webclient.
Wish the information is useful.
Regards,
Shalini Chauhan

Multilevel Categorization-Autosuggest of suggested solutions-KnowledgeBase

Hello Friends,
I need some assistance in resolving the following Issue,
The scenarios is as follows,
We use Multilevel Categorization for Service Tickets and have created a Hierarchical categorization schema. We have linked the categories in the category molder to the following : to mail forms, to Service Order Templates and to Problems and Solutions.
The issue is as follows,
When we create a Service Ticket in the Interaction Cenetr and select the categories for which the above three are maintained, I see that a mail form is suggested in the Email navigation link and also when I click auto complete the Service Order Template is also populated but when I navigate to the Knowledge Base I donu2019t see the problem and Solution automatically populated in the result list and this is the issue. Is there any additional step I am missing specific to this Scenario. The whole Solution Database is working fine and indexed. Please let me know your thoughts on this. Any help will be higly appreciaed.
Thanks,
Tyler

Curious - if you go to the document search tab, can you put in a key word and find the solution? if not then problem is probably with the SAF tool setup.
You should also be able to use CRMM_SEARCH to find the solutions.
We do the same tying solutions to the categorization without issue.

Problems setting up multilevel categorization in 7.0

Hello Gurus!
I used the category schema in 4.0 a couple of years ago, and now I am assigned on a 7.0 project. I am trying to set up multilevel categorization for case management (Trying to deactivate some developlments and go back to standard) but the information I found on help and the experience I had from 4.0 are not helping.
I have the problem when I go into the category modeler BSP that no application is available on the application areas, even tough I have created a Z entry in Define application areas for categorization menu. If I dissable the filter, I see my Z entry, but apparently I can not use it...
I also tried the old style, but the subject profile is not selectable on the BSP and have not found where to link it in SPRO.
Any help or documentation on this new version will be deeply appreciated.
Regards,
Juan P.

You are right... at least I will post my self found answers in case they may help someone else...
For the first question regarding case management and categorization...
I followed the basics, did not assign the levels to a specific catalog (was not sure if this was a requirement) just created a categorization schema and assigned to a case type, my problem was with authorizations but solved by Basis... sorry can not help there. later creates a BSP that took the labels configured and loaded the combos dynamically in order not to use the tree component... and restrict to the values and labels configured. (hoped there would be a standard way to use the labels, but did not receive any answer and this simple steps did the trick)
To the second part of the question, it was even simpler... just went into CRMD_ORDER, created an activity and selected from the menu Extras->Templates->Create... I am surprised I could not find any documentation on such an easy step...
This can also be done from the CASEWORKER profile in WEB UI

Multilevel categorization not available within the interaction record

Hello all,
I want to display in the interaction record categories that I have defined in the Category Modeler.
I have checked in the IMG, there is the business activity as application area.
I have defined a subject profile in order to assign it to my interaction record and in the category modeler.
But the categories are not displayed in the IR.
PS: SAP System Data: CRM 5.0 - SAPKU50007.
Please advise.
Thanks.
Best Regards,
Elsa.

hi,
Please check if you are missing some steps out of these steps
In SPRO
1. Customer Relationship Management >> Interaction Center WebClient >> Business Transactions >> Define Categorization Profiles
2. Assign this to the web-client profile in Categorization
3. Default Business transaction type: Make the transaction type you are using for service ticket/ service order default in Business Transaction profile
4. Customer Relationship Management >> CRM Cross-Application Components >> Multilevel Categorization >> Define Application Areas for Categorization >> check the basis of categorization. Select and go to Parameters. It should generally by the Subject Profile.
5. Customer Relationship Management >> Transactions >> Settings for Complaints >> Settings for Subjects >>
a.Define Catalogs
b.Define Code Groups and Codes for Catalogs
c.Define Code Group Profiles
d.Define Subject Profiles
e.Assign Subject Profiles to Transaction Types
In Easy Access
1. Create a short-cut for CRM BSP Application for CRMM_ERM_CAT. A new short-cut will be prepared in your favorites. This will launch the Category Modeler in a browser window. This needs Java.
2. Once launched Create a new Schema
3. Assign the schema to your categorization schema
4. In General Data tab provide the Subject Profile that has been created.
5. In Categories create the hierarchy as per your business logic and assign the specific code belonging to the code group profile in the subject profile
6. Once done, come to General Tab, add 10-15 minutes in the current system time and input this data in Valid from time. This is the time after which the Cat. Mod. Will be activated once released.
7. Change the status from Draft to Released. Depending upon u2018From Dateu2019 and u2018Valid From Timeu2019, the category modeler will be activated. This can be seen in the Service Order/ Service Ticket that you have specified, below the description.
Hope this helps.
Best Regards
Pankaj Kumar

Multilevel Categorization on Activities (BUS2000126)

Hello CRM Experts,
We facing a problem with Multilevel Categorization on CRM 7.0.
We know that the multilevel categorization is available for service orders, complaints and also to interaction record.
As the interaction record is a business transaction that has the category Activity (BUS2000126) we believe it is possible to implement the multilevel categorization on others Activities (BUS2000126), but we are not getting it.
Has anyone had to do this?
If yes, could share as it did?
Thank you for your help.
Diogo Lupinari

Hello
Please, see [here|http://help.sap.com/saphelp_crm70/helpdata/EN/46/23f9e3c17b5872e10000000a11466f/content.htm] in order to see how multilevel categorization works with Business Activities.
Regards
Joaquin

Subject Profile & MultiLevel Categorization

Hi All,
Can Anyone throw some light on these topics,
1. Subject Profile
2. Mulitilevel Categorization
3. Categorization Schema
4. How they are related & used in Service Ticket Scenario
Any Help/Hint will be highly Appreciated
Thanks, Sudeep..

Hi Sudeep,
For Categorization we need to create Catalogs, Codes and Profiles and assign to subject Profile in SAP GUI.Then assign this Subject profile to Transaction.
In Multilevel Categorization we Define Application Areas for Categorization ( i.e COMPLAINT ) and the Subject Profile is assigned here to the Application Area thru Parameter.
Categorization Schema helps you create and define different categories and sub-categories via Category Hierarchy
So this way the selection options of one field is depdent on the selection option of the previous field.
Let me try to explain you with an example could be a silly one.
Suppose you have a 2 fields *** and Names. In the field *** you have option Male and Female as drop down. IF you select male then the names field should show only male names where as if you select Female then in the Name field you should have options to select only female names.
Regards
Arup

Tables for Multilevel Categorization selected in the Transactions

Hello guys,
We are using CRM 2007 IC Web Client. I have set up Multilevel Categorization with 2 levels for Service Orders
Level 1: Motivo
Level 2: Central
When creating a Service Order, I choose both Level 1 and Level 2. And I want to know in which table I can find the both Levels I selected for each Service Order. I mean, I do not need the table with the categories (which I customized in the Rule Modeler)....I need the transactional table where I can find the Service Order ID and the Levels which were selected.
I performed a trace and I found a the table CRMD_SRV_SUBJECT. However it only shows me the Level 2 for each Service Order and this has some logic because if I check in the GUI (by using transaction CRMD_ORDER) the service order I created in the IC Web, it only shows me One Level and it corresponds to the Level 2.
I hope you can help me!
Many thanks in advance!
Pablo

Hello Rupesh and Saumya, many thanks for your quick replies.
However they do not solve my question.
Rupesh, those tables that you mentioned are useful to see what I customize in the Rule Modeler with the IC_MANAGER Business Role. I need the transactional table where I can find all the two Levels values that I selected for each Service Order.
Saumya, as I mentioned in the question posted, we have already been able to reach table CRMD_SRV_SUBJECT. The problem is that the table only shows me the LAST Level I chose in the IC Web when creating the Service Order. In our case Level 2 (as we only need 2 Levels).
I have just read in the CR410 manual and it says the following which is the cause why I only see the Level 2 in the CRMD_SRV_SUBJECT table:
"In the IC WebClient the categories can be selected to categorize a transaction. However the categories are only visible in the service ticket in the IC WebClient UI. They are not directly sotred in the service ticket. When the ticket is saved the Catalog/Code Group/ Code of the lowest selected category is stored on the database. The categories are linked via the hierarchy of the category modeler to the codes and thus to the ticket"
Any suggestions?
Many thanks for your help!
Pablo

Report for outstanding workflows and the agents responsible

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is there a standard SAP report that can show that? or I need to develop one?
I was looking at the SWI2_FREQ, this report shows the leave request workflows and userid who created them, but it does not report on the agent.
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Hi
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Multilevel Categorization and IC Agent

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