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

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SLA for service request\service order without create a service contract

Hello Experts,
We are using CRM 7
Is there a possibility to determine SLA for service request\service order without create a service contract?
We have defined:
1. Trasaction Code: CRMD_SERV_SLA- Response Profile / Response Times
2. In Customizing we have defined our date profile with the relevant duration
3. In Customizing for transaction types we defined SLA Prof. Det. Proc= IT000001
4. we assign the Service Profile and Response Profile to BP (from "service levels" block) .
Everthing seems ok but the SLA time is not determined automatically.
Hope you can help me out.
Thanks,
Tal

Hi Tal Tal
Your steps are correct and i hope you did these too
a) In the SLA determination procedure ,you have defined the access sequence for service product item or org
b) If service product item ,take any service product for ex INVESTIGATION assign the two Service and response profile in the service tab
c) if org the above two profiles can be assigned to org attributes.
d) In my opinion the date profile you should have assigned it to item category as I think the SLA date calculation is done at the item level
e) You should assign the SLA det prof to the transaction type in the service process business category - customizing header.
f) when you create a transaction type sla dates will be determined as follows
    a) you have to enter service product entered in the item ,then dates will be visible,and also if your access sequence is based on service product,the respons profile and service profile will be determined.
    b) if you have given indicators as all these three "category,priority,codes' in your response profile, then you have to enter all three and then hit enter
   c) After hitting enter,the response profile determined above,will use the above 3 inputs of category,priority etc and determine the duration times ,which should be maintained in your date profile.hence the durations determined will be used in the dates calculation.
Let me know if you have any other questions.

HT201436 I have an iPhone 4s and have set up with my provider for voicemail. however, when called my phone does not switch to voicemail. How do I set the phone to transfer to voicemail when not answered etc?

I have an iPhone 4s and have set up with my provider for voicemail. however, when called my phone does not switch to voicemail. How do I set the phone to transfer to voicemail when not answered etc?

Voicemail is a carrier feature, not a phone feature. This has to be fixed by your carrier, so contact them, as obviously, voicemail is not properly provisioned on your account.

No Centry in CDHDR when Cost Center is created via Idoc

Hi All,
Whenever a cost center is created via an Idoc the corresponding entry is not maintained in CDHDR table.
Whereas if I use Tcode ks01 to create Cost Center (ie via screen) then there is an entry to CDHDR table.
I tried debugging the FM IDOC_INPUT_COSTCENTER .
Here in PERFORM write_ale_cp_via_cd tables LT_CSKS,
there is a call to CALL FUNCTION 'IDOC_CD_WRITE_CHECK,
here ld_active is always initial.
If I set this as X while debugging then I do have my entry in CDHDR table.
Can anyone let me know the significance of this ld_active and why is it not set to X initially.
As it is important for me to have entry in CDHDR because I need to trigger an event as a cost center is added.
Kindly advice.
Regards,
Sweta

Sweta,
The same problem has lingered with me for awhile now. Finally, I have a solution.
The controlling area needs to be configured for master data distribution. Take a look at the view V_TKA01_ALE to confirm that the controlling area(s) that you are working with have a logical system(TKA01-LOGSYSTEM) and distribution method(TKA01-ALEMT) set up. These fields are checked in the IDOC_CD_WRITE_CHECK function module. If they are blank, no change documents are created.
Hope this helps.
Brad

ACCESS_VIOLATION at AdobeOwl.dll when call Indesign com interface from windows service

ACCESS_VIOLATION at AdobeOwl.dll when call Indesign CS3 COM interface from windows service application.
Does anyone know how to workaround this issue ?

As AdobeOwl.dll file is missing or corrupted, you need to get a new dll file. Here are the steps to replace setup.dll file
Step 1. You can download missing AdobeOwl.dll here:
http://dllcentral.com/AdobeOwl.dll/1.0.92/download/
Step 2. Paste this file into your system32 or SyWOW64 folder.
Step 3. Navigate to your System32(32Bit OS) or SyWOW64(64Bit OS) Folder.
Note: The location of System32 and SyWOW64 is
C:Windows\System32 (If you are using 32Bit Windows)
C:\Windows\SysWOW64 (if you are using 64Bit Windows)
Step 4. Paste the AdobeOwl.dll file into this folder.
Step 5. Try to run it. It might work now. If not, restart your computer to restore it effectively.

Approval Procedure in service request/Service Order

Hi,
We are implementing approval procedure to set up an approval process in service request & order.
We have made the necessary configurations in IMG->CRM->Transactions->Basic settings->Approval settings.
The web UI component for approal procedure is BT_APPROVAL does not show up in assignment block of SRQM_INCIDENT_H or BT116H_SRVO. Therefore we are note able to view approval procedure in web ui.
Please let us how to activate this component in service order & request in web ui
Regards
Sushant

Hi Vikas/Sushant,
This has been implemented in standard in the component "SRQM_RFC_H". This is the component for Request For Change.
In your case you will have to do the same if you want this approval block for Service Order or Incidents.
It could be executed in 3 major steps:
a) Add BT_APPROVAL as an Usage in these Components through the UI Runtime Repository tool from the component workbench
b) Make this assignment visible by adding it to the Overview page in Runtime Repository and changing the Overview Page Configuration to accommodate this view
c) Make changes to pass the data to BT_APPROVAL. This will require you to enhance the component. the enhance the Component Controller and then change the method WD_USAGE_INITIALIZE in the component controller to bind the BTADMINH of the Service Order component with that of the BT_APPROVAL. Something like below
    when 'CUBTAPPROVAL'.
      iv_usage->bind_context_node( iv_controller_type = cl_bsp_wd_controller=>co_type_component
                                   iv_target_node_name = 'BTADMINH'
                                   iv_node_2_bind      = 'BTADMINH' ).
Please check RFC the component mentioned above for finer details.
Thanks!
Amrut Tadas

Escalation of Service Requests - Service Request Management - SAP Library

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Cameron, what are you trying to accomplish? A service request can only have one owner and that owner assignment can be done manually, service request assignment rules, or workflow. If you are looking at visibility to service requests by a group of users then I would recommend using Book of Business.

Error '9' when calling service 'SO_OBJECT_SEND'

We are implementing travel module. The scenario is when the employee raises a travel request, after approving the mail should be sent back to the employee. This feature is provided by the standard.
However in the SEND_MAIL step the WORKFLOW Container variable 'Employee.Trip.User.Id' is not set owing to which the mail step gives out error.
Can anyone please guide us on the probable cause of the error ?? Where does the object TRIP gets the value 'TRIP.USER.ID' ??
Is it any setting issue ??
Please guide..

Hi
Run report HRALXSYNC and you will solve this.
We have faced this issue many times and the solution we have applied is
1. This issue occurs on a step that is dialog where some agent needs to either approver or reject.
2. You should check the rule (Agent determination rule in that step).
Run that rule with the workflow data (use scenario with which you are getting error).
Run the rule individually and check if you are getting right result.
this error most of the time id due to the fact that the rule is not be able to determine next processor of the workitem.
Error 9 when calling service SO_OBJECT_SEND SWF_RUN535
to assure you can hardcode the user for test in the rule and run the workflow as that is the most effective analysis that will help you determine the cause.
I have never seen this error on a background step unless there is a mail step involved.
You need to run the report HRALXSYNC to synchronize HR objects which will surely solve this issue.
regards
barin

Create service request with inbound email linked to it

Hi,
we are on CRM 7.0 and interaction center agents need to open and read inbound emails in the agent inbox and in some cases manually create Service Requests to which the email should be linked.
Is there any standard functionality to manually create a new Service Request with the inbound email linked to it or do we have to implement it with custom coding? (we have already used ERMS to automatically create Service Requests linked to emails, but in some scenarios agents need to create manually service requests linked to mails after reading the email in the inbox)
Thanks,
laura.

Hi Joaquin,
Thank you for answering. I already tried: I select the line with the email in the Inbox, I press Interact (the account is automatically recognized and I am asked to confirm it), I confirm the account and then I navigate to "Service Request" workcenter: a new Service Request is displayed, with the employee responsible and the customer automatically filled. However, I can see no data regarding any attached email in any of the Service Request tabs (even if I save or select "End").
After your answer, I tried the same procedure with the "Service Ticket" and noticed that the email is correctly displayed as an Interaction Record under the Business Content tab for the Service Ticket: since you confirmed that this should work also for Service Request, I guess there's something wrong in my customizing settings and now I will search for errors.
Thanks for your help.
Best regards,
Laura.

Issue when calling an external web service - CRM 2013

Hello everyone.
This is my scenario:
I'm doing a real time data integration from CRM to another software. I deployed several plugins, mostly in create/update messages, for the entities i want to sync. The developers of the other software gave me the endpoint of the web service and I created the
client using svcutil. I manually created the binding and gave it to the generated client, along with the endpoint. At the first tests I could sync some registries, but I had some mapping errors. I debugged the plugin, corrected the errors, and when I
want to tests again, the plugin is throwing me an exception when calls any method of the web service. Let me explain the issue:
The exception:
I instantiated the client for the web service (passing to it the binding and the endpoint). And when I'm trying to call any method (ex. Add), it throws the exceptions "InvalidOperationException". I started to debug the code and I notice that
just before to call the web service method, the state of the client stills in "Opening". Of course that is generating the exception.
The complete exception is: "The communication object, System.ServiceModel.ChannelFactory`1[IAxxisWcfServices], cannot be modified while it is in the Opening
state."} System.SystemException {System.InvalidOperationException}
I did a test, outside the CRM environment, on a console app with the same conditions of the web services client (generating with svcutil, manually passing the same binding and endpoint), and the same order of the plugin code, and everything works well; The
state of the client never stills in 'Opening', so I discarded any problem with the web service.
Anyone knows if I'm missing something in the code? or some configuration?
The CRM is 2013 On-premise with last updates.
Thanks in advance.

I tried adding the web reference in a console app and works fine. In the plugins this can't be done, because the plugins are deploy in database.
I tried another basic test using ChannelFactory. Only want to retrieve some entity through the external web services:
IPluginExecutionContext context = localContext.PluginExecutionContext;
IOrganizationService service = localContext.OrganizationService;
ITracingService tracer = localContext.TracingService;
try
BasicHttpBinding binding = new BasicHttpBinding();
binding.Name = "BasicHttpBinding_IAxxisWcfServices";
binding.Security.Mode = BasicHttpSecurityMode.None;
binding.Security.Transport.ProxyCredentialType = HttpProxyCredentialType.None;
binding.Security.Transport.ClientCredentialType = HttpClientCredentialType.None;
EndpointAddress endpoint = new EndpointAddress(@"http://*****.svc");
ChannelFactory<IAxxisWcfServices> factory = new ChannelFactory<IAxxisWcfServices>(binding, endpoint);
IAxxisWcfServices channel = factory.CreateChannel();
var entity = channel.FindByEntities(new CRM.Application.Context.Dtos.Asegurado( { CrmGuid = "7C3E96C6-C3BC-E411-80DF-0A736AE14667" }, null, new CRM.Framework.Session() { User = "***", Password = "***" });
catch (Exception ex)
throw new InvalidPluginExecutionException(ex.Message);
That test threw the following exception on the GenericParameterAttributes of channelType of factory object:
http://s27.postimg.org/4wf3er8up/Error.png

Error when creating a request Template In OIM

Hello all,
I have a very strange issue with OIM, it is when I try to create a request template, and put a restriction in Organization field, it creates the template and everything is fine. Suddenly, when I try to edit this template, the OIM shows a window with the next error:
ADF_FACES-60096:Server Exception during PPR, #5 oracle.iam.platform.utils.MinLimitException: size < minimum limit
I have found in other posts the "solution", It is to change in the database -> RequestTemplate Table -> Template Data Column, the restriction Organization from "the name of the organization" to "the Id of the organization", and restart the OIM, so after that, I can edit the template.
Here is the issue that I don't understand,... few hours after, I want to edit the same template, and the OIM again shows the same error:
ADF_FACES-60096:Server Exception during PPR, #5 oracle.iam.platform.utils.MinLimitException: size < minimum limit
And if I review in the database the table, in the Template Data Column, the restriction of Organization has AGAIN the "Name of the organization".
And I can again change that to the "Id of the organization", but it's time lost restarting the OIM. Time that I don't have, because Its more than one template.
Please somebody could help me with this issue.

Hello,
I already found the solution to this issue.
I had to restart the OIM server but also the DataBase and after that, this problem was solved.
Thanks anyway.

Error when creating Travel request

Hi all,
    I am encountering error "Percentage is too high" when creating a travel request. When i tried to change the cost centre to split into different entries.
Ex: 1) 10 %   cost centre1
      2) 40%    cost centre2
      3) 50%    cost centre2
when i try to save the request i encountered error with "Percentage 90% is too high" as the first entry is reverting back to the initial entry before modification(initial entry is 100% with cost centre1) it is reverting back the first entry as 1) 100 %   cost centre1 that means now the entries are becoming
Ex: 1) 100 %   cost centre1
      2) 40%    cost centre2
      3) 50%    cost centre2
   altogether 190% so throwing an error with "Percentage 90% is too high" as the total percentage is more than 100%.
Can you please help in resolving this issue.

hi,
see this link
Percentage Overhead Rates are not capture with Transport request
refer this link to know how to create travel reaquest
http://help.sap.com/erp2005_ehp_03/helpdata/EN/46/51f0e994b85e40e10000000a11466f/content.htm
http://help.sap.com/saphelp_45b/helpdata/en/b6/cdaab649e911d189060000e8322f96/frameset.htm
thanks

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,
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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:
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Please Help! Unable to create a web service.

Hi all,
I have created a deployable proxy, a EJB with a stateless session bean, and a enterprise application project with the above ejb added. I add the deployable proxy into ejb, so that i can utilize the interface(web service) provided by the external party. After i implement the code to call the web service from external party in stateless session bean, i should create a web service by right click on session bean>New>Web Service. However, nothing was happened while a pop up window of web service creation wizard should appear. NWDS showed "End Point Doesn't Exist" when i tried to create the web service by File>New>Others>Web Service>Web Service (New VI and WSD).
Anybody have any idea of it? Your help will be apperciated.
Warmest Regards,
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Hi all,
I notice that once i implement the interface from deployable proxy, the problem of "SEI doen't exist" appeared.
Anyone can help pls? anyone encounter the same problem before? It is urgent.
Thank in advance.
Warmest Regards,
Jane

How to create asynchronous web services in OSB 11g?

Hi,
Using the workbench, when I try to create a web service from an existing WSDL, the workbench automatically uses JAX-WS.
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Thanking you in advance.
Regards
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Hi,
see <a href="http://help.sap.com/saphelp_nw70/helpdata/en/d7/951b42f828df2ce10000000a1550b0/frameset.htm">this</a> and also carry out a search in this forum, this has been asked before.
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1) When call center Team creates Service Request/Service Order/ Complaints it should be set as High Priority by default.

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