Service Team in Service Request

Hi All,
I need to find out Service team in service request.There is a field Service team.In this field with F4 help,those organisations are also coming which are not marked as Service Team.I only want those org which are assigned as Service Team.
How this can be done through Customization?
Thanks in advance.

Hi,
You might find this [thread|CRM AUTHORIZATIONS Position levelu00B4s; useful. Additionally, check the values maintained in the objects mentioned in that thread.
Possibly the transaction value SRVR is missing in the PFCG role assigned to you via the business role.
Hope it helps.
BR.

Similar Messages

Restrict search access of Service requests based on service team

Hi,
We have the below requirement in our client to restrict the search of the service requests based on the service team.
Requirement
A user can only search / display the service requests which are assigned to his queue.(Partner Function --> Service team)
Can you please suggest if we have a standard authorization object by means of which we can achieve this.
Can you please help us on priority on this. Reward points would be awarded for helpful answers
Thanks,
Vamsi.

Hello Vamsi
I redefined the method EH_ONSEARCH_BTN of component BT116S_SRVO/ADVANCEDSP. Because i used this in service order. you can same method of Service request component.
Use can call method insert_selection_param of class cl_crm_bol_dquery_service
to set the SERVICE_ORG parameter with value of Employee's service org.
Regards
Naresh

1) When call center Team creates Service Request/Service Order/ Complaints it should be set as High Priority by default.

Hello team ,this is my requirement .. Through customizing..
When call center Team creates Service Request/Service Order/ 　Complaints it should be set as High Priority by default...we need to set only interaction agent bussiness role priority only HIGH..only for this bussiness role.through customizing how to do it..what are the steps..through customizing only please.. help

By customizing, you can set a default priority to a given transaction type.
But this does not depend on the business role.
But as you are talking about IC agents, maybe you can check IDI for this purpose, because there are actions like "Set Problem Priority", "Set Service Request Priority" or "Set Service Order Priority".
Best regards,
Sylvain AGUETTAZ

Team or Group similar feature workaround for Service Request?

Hi all,
I understand that Service Request currently has no support for Teams or Groups, but is there any work-around which can offer the same functionality where I can easily add a specific user to enable him\her to access a specific Service Request record?
Thanks.

I think your best option is Book of Business. Create two picklists in the SR object that contain your users and let workflow assign the SR to the correct user book
(each user would have a book).
Edited by: bobb on Apr 23, 2010 12:09 AM

How do I set-up my Dataset to pull data for Service Requests for a report

I am using SQL Server 2012 Report Builder 3.0.
I have my Data Source added - DWDataMart
I want to build my Dataset to query and find a very specific item. Basically I am creating a daily report that will show what each "team" or Support Group (AD Object) Closed that day. He also wants the ability to open it by date, so if he misses
a day he can get it later.
I am totally new to this report building and only got this far by following a guide on a blog, but he used incident Reports in his example, and I do not know what objects to query for service requests.
Thanks for any information you can provide.

First, you will need to get the support group ID's in the warehouse before you can run reports for them. I found that putting these queries in their own stored procedure was a better path.
select IR.IncidentTierQueuesId, IR.IncidentTierQueuesValue
from dbo.IncidentTierQueues as IR
where IR.IncidentTierQueuesId != 0
select SR.ServiceRequestSupportGroupId, SR.ServiceRequestSupportGroupValue
from dbo.ServiceRequestSupportGroup as SR
where sr.ServiceRequestSupportGroupId != 0
Enter the the support group ID's into your work item query.
Incident information is in dbo.IncidentDim and Service Requests are found in dbo.ServiceRequestDim. Both incidents and service requests link to relationship data through dbo.WorkItemDim. You can INNER JOIN on BaseManagedEntityId to link the incident
or service request to the workitem entry and from there to the Assigned Users, Affected Users, or Affected Configuration Items. Each relationship has it's own separate fact views.
If you poke about in the tables, you will find it pretty easy to pull back all sorts of information from the data warehouse.

How to Submit a Service Request with Essential laptops

[quote]
Submit a Service Request
Create a technical or warranty service request ticket and check its status using our online ticketing system.
Note:
i) Only applicable for THINK branded products
ii) For IDEA branded products, kindly contact our support centre for assistance.
[/quote]
Which option do we use, with Essential brand laptops? I have a G710 and have been unable to navigate the tech support pages very well.

hi mutecebu,
Thanks for using Lenovo Forums!
For Idea Branded Lenovo Product,
You should Contact Lenovo Technical Team for Hardware Software Assistance.
http://support.lenovo.com/en_US/feedback/detail.page?LegacyDocID=MIGR-76613
Hope this helps
Cheers!
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Service Orders ,Complaints,Sales Orders,Service Requests, data in Accoun fact sheet screen?

Hi Team,
Account related data is not populated in the service order data view and sales order data view and service request view in the account fact sheet screeen?
We are using account factsheet BP_ACCOUNT_FS...In this account sheet,data is not populated .Service order assignment blocks is not populated..
Thanks
Kalpana

Hi Arden,
Thanks For your reply.
They are maintainig the account fact sheet ZCC_FS_ACT in work center ,PFCG role id - SAP_CRM_UIU_IC_AGENT ,.Now account fact sheet is avialbe in work center of icagent.Now if we open any account- then click account fact sheet there is no data is not displayed in assignment blocks of service orders,service sales and ibase all....
Data is not populating in accoutn fact sheet..,..if you possible tell me steps and how to do it.?and if you share any information its great and help ful for me?
Thanks
kalpana

There was a problem inserting the Service Request: null

I am trying out service desk. When I try to create a request I get:
There was a problem inserting the Service Request: null
I can't see what the issues is. All fields marked in red are filled.
Tom

Thomas,
It appears that in the past few days you have not received a response to your
posting. That concerns us, and has triggered this automated reply.
Has your problem been resolved? If not, you might try one of the following options:
- Visit http://support.novell.com and search the knowledgebase and/or check all
the other self support options and support programs available.
- You could also try posting your message again. Make sure it is posted in the
correct newsgroup. (http://forums.novell.com)
Be sure to read the forum FAQ about what to expect in the way of responses:
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Milestone Error when changing the status of service request.

Hi Expert.
I got an issue where service request is displayed with an error "Item 10: Start and end dates must be identical for a milestone date".
I took around 200 service requests and observed that in the change history, the response profile of the contract was changed. We also observed that whenever service request contain these errors, automatic change of status is not happening.
Unfortunately I'm not able to reproduce this error in Quality system.
Kindly advice on how these errors can be resolved and how these can be reproduced.
Thanks in advance.

You can ave a runitme event or workflow triggered that can generate such behavior.
First increase logging on your object manager (evtloglvl :) ) and look at any error message.
Second assess with your development team what automation has been setup ranging from script, Business Services, workflow to assist you in troubleshooting.
Best Regards
Evtloglvl

Wish to create an Installation Service Request for Field Service with Multiple S/N

We are using Oracle 12.1.3 with Teleservice, Field Service and Installed Base. We ship multiple Serial Numbers in a given order then need to dispatch our Field Service technicians in order to install them at the customers locations. I am having a hard time thinking or figuring out the best way to record this in Oracle EBS. Using a Service Request is difficult as there is not a way to list multiple Serial Numbers that we are aware of. Any help or suggestions would be very welcomed.
Thanks
Jesse

You are not able to add user input while working "My Activities" or "My Requests" in the portal. They would have to use the Console, and then in the SR they would be able to update the User Input if that is where you wanted to store it. I would
create your own Activity Class (Inherit from Manual Activity) and add the fields for what you want, IP, Hostname etc.. then on the portal when the user request the vm map those values to that activity which is assigned to your network team. when they open
their activity in the console they can add the value for ip. There are many ways you can do this. Which way do you think your team will be most likely to follow.

SAP Cloud For Customer : Integration of Service Request to CRM Issue

Hello Team,
We have CRM integration using HCI working for most of the standard objects running. But for "Service Request" we are not able to see replication initiating from C4C to CRM. We have setup the required Communication Arrangement and artifact on HCI. Ping test gives 405 error which is as expected. But when we save the new ticket replication to CRM is not initiated.
Kindly throw some light on this so as to understand why this replication is not initiated.
Please let me know if any configuration missing to replicate "Service Request" from C4C to CRM.
Thanks & Regards,
Mithun

Hi Ravi,
We are not getting any messages under "Business Communication Monitoring" and web service messages monitoring.
Can you please suggest me which are the all configuration/activities require in cloud for customer for "Service Request".
We have maintained the Transaction Type for "Service Request" in Code List Mapping too, however we are clueless where we have to maintain the "Item Category" for "Service Request" and map to which standard "Item Category" in cloud.
What is the initiate point to trigger the "Service Request" from C4C to CRM?
Many Thanks,
Mithun

Hyperion startup error -ORA-12514, TNS:listener does not currently know of service requested in connect descriptor

Hi All,
While restarting the hyperion service we see this exception. Nothing was changed on the hyperion server. Checking with DB team if anything was change on their end.
Caused By: weblogic.common.ResourceException: weblogic.common.ResourceException: Could not create pool connection. The DBMS driver exception was: Listener refused the connection with the following error:ORA-12514, TNS:listener does not currently know of service requested in connect descriptor
        at weblogic.jdbc.common.internal.ConnectionEnvFactory.createResource(ConnectionEnvFactory.java:283)
        at weblogic.common.resourcepool.ResourcePoolImpl.makeResources(ResourcePoolImpl.java:1310)
        at weblogic.common.resourcepool.ResourcePoolImpl.makeResources(ResourcePoolImpl.java:1227)
        at weblogic.common.resourcepool.ResourcePoolImpl.start(ResourcePoolImpl.java:250)
        at weblogic.jdbc.common.internal.ConnectionPool.doStart(ConnectionPool.java:1330)
        Truncated. see log file for complete stacktrace
We don't have oracle client on our end, so this is not a tnsnames issue. This is preventing all the hyperion services coming up.
Thanks,

The listener is up , the message is from the listener indicating the listener does not know of SID/SERVICE name that you are giving it. Manually connect to the db using sqldeveloper in order to make sure the parameters you are providing are working. Pay special attention to SID vs SERVICE_NAME. Then try to open config tool and go back to your database connection info. Reconfigure your database connection. It will likely you will find your connection error there. Also sometimes the config tool has trouble figuring out whether you mean SID or SERVICE_NAME. You can open advanced properties on the connection in configtool and specify / or : in the url.
Java JDBC - How to connect to Oracle using Service Name instead of SID - Stack Overflow

Responsible employee according to categories in service request

Hello Experts
I am trying to set employee responsible based on the category selected in the service request.Is there any way to configure it?

Hi Rashmi,
Prerequisite is, the responsible service team is determined based on the category selected.
The employee responsible will be determined only if the service team is determined properly based on the category selected.
Assigned the employees to the position in org model.
Create partner function(14) with access sequence 009, and maintain the org determination rule AC10000258 in access sequence. The first employee assigned to service team in org model will be displayed as employee responsible in transaction header level by deault, if you want to change the employee responsible in service request, you need to select the check box in parties involved assignment block in Service request, main partner column for the employee.
Regards,
Maddy

Grouping Service Requests

Hi
Anyone advise the best way to achieve the following result?
1. Team members should only get to see and act on Service Requests assigned to them
2. Managers of those users get to see their own SRs, but also all those assigned to anyone of their team members
I use "Team" and "Managers" in a general sense, as all the threads I've seen, and searching I've done, seems to point at a number of routes that may provide this result, such as Books, Reporting Lines, Delegated Users, Profiles, etc.
It could be I'm missing something obvious, (I did find out how to limit the views of users to just their own SRs by editing their profile) but am at the limit of my knowledge here!
Thanks

Hi Kamelia
Can you paste a bit more data, with more SRs
Tim

Incident or Service Request ?

one of my client is running NSD 6.5.4, and yet only Incident Management is configured. Customers sends emails to support and their is a "Default Incident Team" who receives the email and assign the Incident to the appropriate Team(Apps Support Team, Network Support Team, Front Office Team, etc).
As of now everything is Incident, e.g "Password Change" and "Account Unlock" requests are all treated as "Incidents".. because only Incident Management is configured/implemented.
Now we are going to implement the "Service Request", "Change Request" etc.
in NSD 6.5.4 we can only create Incidents from "Service Request" but not the vice-versa (while in NSD 7 "Incidents can now be converted to Service Requests and vice-versa.")
So my Question here is till my client is using NSD 6.5.4, if a customer sends an email then
1 - a Service Request should be created(instead of Incident), so that "Default Request Team" can convert it to "Incident" if necessary/required.
i,e now the Entry Point(if customer sends email) should be "Service Request" instead of "Incident" ?
Please guide me on this.

needee,
It appears that in the past few days you have not received a response to your
posting. That concerns us, and has triggered this automated reply.
Has your problem been resolved? If not, you might try one of the following options:
- Visit http://support.novell.com and search the knowledgebase and/or check all
the other self support options and support programs available.
- You could also try posting your message again. Make sure it is posted in the
correct newsgroup. (http://forums.novell.com)
Be sure to read the forum FAQ about what to expect in the way of responses:
http://forums.novell.com/faq.php
If this is a reply to a duplicate posting, please ignore and accept our apologies
and rest assured we will issue a stern reprimand to our posting bot.
Good luck!
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Service Team in Service Request

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