Automatic Creation of Service ticket in Background

Hi,
My requirement is to create a Service Ticket in Web IC automatically in background when an enquiry is submitted by an user over the company's website. I am unable to find any function Module or BAPI to do the same. Is it possible to do it in the background? If so, please let me know how to go about it.
Regards,
Vimal
Edited by: Joseph Vimal Whitchurch on Apr 13, 2009 8:27 AM

Hi Joseph
If you can get it to run through the ERMS process then yes it is possible.
Check out John Burton's ERMS How to Guides under CRM-INST for CRM 5.0.
Regards
Arden

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Automatic creation of Service Arrangements in SAP CRM 2007

Dear all
we're using SAP CRM Resource Planning with HCM integration, so get the Employee Master and requried Availability Info Types replicated from HCM via ALE.
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Can you point me to a way to do this - eventually a function module that would be available for this purpose?
Many thanks in advance!
Christian

Hi Christian,
You need to do customization settings for automatic creation of Service Assignments. And for the same you need to do all these settings according to the SAP Help Document.
You can have a look at the flow of the Service Assignment from the link below
http://help.sap.com/saphelp_crm40/helpdata/en/c6/c14769c3fc814fbe3e5df8edcba791/frameset.htm
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CRM_SRV_SDL_WFM                                         R/3 connection to the WFM Core
CRM_SRV_SDL_RFC                                          TCP/IP connection to the SAP Business Connector when using the external   Scheduling Engine of a third party vendor.
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Edited by: Samantak Chatterjee on Sep 11, 2009 9:43 AM

How to Navigate from Confirm Account to Creation of Service Ticket

Dear Expert,
My client does not want to create a interaction record after account confirmation. They want to go directly to Service Ticket creation.
I am using CRM 6.0 SP05.
Could you guide me through the steps for that?
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Edited by: Ahmed Hadi on Dec 15, 2009 2:43 PM
Edited by: Ahmed Hadi on Dec 15, 2009 2:44 PM

Hello Ahmed,
I discuss the pros and cons of this strategy a bit in my book, "Mazimizing Your SAP CRM Interaction Center", but you can also find the basic info in this blog, "[Everything you need to know about the Interaction Record in the CRM Interaction Center|/people/gert.tackaert/blog/2008/09/04/everything-you-need-to-know-about-the-interaction-record-in-the-crm-interaction-center]".
There is a BADI (CRM_IC_IARECORD) that can be used to suppress the creation of the Interaction Record. SAP does not recommend to actually supress the creation of the Interaction Record (as it is needed for various out of the box reporting and analytics options, as well as for maintaining object links and other features). Rather, you might want to simply use Intent-Driven Interaction with the Rule Modeler to automatically navigate to the Service Ticket screen after some UI event like BP confirm or IBase confirm (or whatever other even you want). If necessary you could also remove IR link for the NavBar.
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is there a function module or bapi to create and release an new service contract in background?
We plan to maintain service contracts in ERP. But we need in CRM a kind of mini contract for the SLA determination in the service request. Therefore we have the requirement to create and release this mini contract directly in background.
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Hi Manfred,
please try to use CRM_SRV_ORDER_API_CREATE.
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Dear,
For Automatic PO with PR(Individuals) Settings
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Create "Followup document" in Service Ticket

Dear Experts,
I'm performing mass creation for Service Ticket by using IDOC basic type CRMXIF_ORDER_SAVE_U01.
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Transaction type not found while creation of service order/ticket

Dear All,
I had done all basic configuration of CIC but i am not able to create service order and service ticket.
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Hi Francis,
Thanks
I am on Interaction Center WebClient 2007.
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I am configuring the ERMS system (SAP CRM 2007). So far I am been able to get internal emails into the CRM system and the emails are getting routed to the respective agent's inbox based on the rule in Rule Modeler.
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Hi Namita,
Same as the other thread, please make sure that the BP is identified for the incoming email and then only the creation of the IR/SO ERMS Actions will get executed with success.
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Edited by: Vinod C on Mar 25, 2009 3:38 PM

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Hello Friends,
Here is our new requirement.
In general, in HR team , a manager / employee will perform an action that triggers a workflow in ECC. Then they will call an agent in CRM to raise a service ticket for that. Our requirement is to automate this generation of service ticket when the manager/employee performs an action. But sometimes CRM system will be down. so at that time we need to save the data and create the service ticket when the system becomes active.
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The workflow will have a method(custom enhancement) that updates a custom table in ECC.
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For question 1 look at the attachments in oss note 940882 Frequently Asked Questions about ERMS
a mailform can be used but is not required.
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An inbound FM being triggered for Service ticket creation which those info are coming from legacy system.
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Do you have any ideas on how can i get the newly created SAP ticket number during the Inbound FM execution?
Your comments are highly appreaciated.
Thanks in advance.

cud u plz tell me function module ur using for inbound process for creating service ticket..
thanks in advance ..

How to fill appointment details during service ticket creation?

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I have a requirement wherein I need to populate a specific appointment type details i.e. APPT_TYPE(ex:ZCREATE, TICKET_CREATE..etc) for a service ticket when the service ticket is being created.
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Service tickets are being created in ICWebClient.
Reward points assured for helpful answers.
Regards,
Amit
Message was edited by:
Amit Kumar

Hi,
To achieve this, create an action in which you will place your code that is only triggerred once (you will need to decide what is the start condition for this new action)
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1. Use function module CRM_ORDER_MAINTAIN to set the appointment data
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I have done this with other information setting on the service ticket during creation and it works fine.
Why are you not using config to do this ? Is it a special calculation for the date that is not catered for in configuration ??
Cheers
Colin.

Automatic Creation of Service ticket in Background

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