Automatic Routing in the Service Ticket

Hi everybody.
what's "automatic routing"?
When i click on "escalation" in the service ticket, it's display a message "No rule found for automatic routing".
With profile "ic_manager" i was create a roule but now i don't know where insert it in the customizing?
Anyone has any idea about this ?
Best regards.
Virginia

Hi Virginia,
You need to pre-configure some rules based on which you route service tickets.Login with IC manager role in CRM 2007.There you go to Process Modeling->Rule Polciy->Create rules.
Here you create rule for Context=Order Routing.
Rule will be something like-If transaction type=service ticket and employee responsible = Virginia, then route to 'XYZ'.
I have done similar thing for Complaints.
Hope this helps!
Regards,
Rohit

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2 days automatically routed to the next approval level

I would like to know, is there anyone accepted this pre-defined rule setting, the order will automatically route to the next level approval if 2 days limited is passed? I think Oracle should provide the flexibility on choosing such routing rule.

We agree. This should be identical to the current functionality of Oracle's iProcurement.
We also need to have the second approver layer related to category. This means that per category it should be possible to route to two different approvers:
- budget responsible manager
- technical manager
For some products and services this is a must have. For example, when a buyer selects a computer some companies require that also the department responsible for the maintainance of computers in some companies should give their approval for such a purchase.
Kind regards,
Michel de Knoop
KPN Xchange
null

Changes made to the service ticket are not being saved.

Hi Gurus,
Can anyone please help me out ?
There is a problem while updating the service ticket and saving it.
Its allowing the changes however when trying to "save " . The "please wait" icon is displayed briefly indicating work has been saved. I then click on the "Service ticket" box to bring up the "Service Criteria" box in order to start the process all over again.
When I go back and check the data of the "saved " S.ticket its is either partially saved or not saved.This is not happening to all end users of CRM but one person and she is being doing this job for years.
Please suggest what should be done.Early the better.
Thanks to one and all,
R.....

You need to explicitly refresh the tables. In the Mapping Workbench, select or multi-select the tables you'd like to refresh, right click on them and choose "refresh".
IF you are doing that, and not seeing the changes, then the most likely issue is that you are connecting to a different database and/or using a different JDBC login.
- Don

Connect-SPOService : The Application ID (AppID) for which the service ticket is requested does not exist on the system.

I am trying to connect to SharePoint in my Office 365 environment by following https://support.office.com/article/Set-up-the-SharePoint-Online-Management-Shell-environment-7b931221-63e2-45cc-9ebc-30e042f17e2c and I am getting:
Connect-SPOService : The Application ID (AppID) for which the service ticket is requested does not exist on the system.
Is there some setting I need to change on the O365 side? Thanks.

Hi,
Based on your description, my understanding is that you want connect SharePoint Online using PowerShell.
Please make sure that the following software is installed.
Windows Management Framework 3.0
SharePoint Online Management Shell
And then, open the SharePoint Online Management Shell and use the Script below to test
whether it works.
$User = "[username]@[tenant].onmicrosoft.com"
$Pass = "[password]"
$creds = New-Object System.Management.Automation.PSCredential($User,(ConvertTo-SecureString $Pass -AsPlainText -Force));
Connect-SPOService -Url https://[tenant]-admin.sharepoint.com -Credential $creds
Get-SPOSite
More information:
http://blog.falchionconsulting.com/index.php/2013/01/using-powershell-to-manage-sharepoint-2013-online/
Thanks,
Dennis Guo
TechNet Community Support
Please remember to mark the replies as answers if they help and unmark them if they provide no help. If you have feedback for TechNet Subscriber Support, contact
[email protected]
Dennis Guo
TechNet Community Support

FM for getting the Service Ticket Details

Hi Group,
I have a requirement wherein, I need to get the Service Ticket(s) for the system when I pass the Status of the Service Ticket.
The query is like:
Import -> Passing the Status of the Ticket (like : Assigned/Closed/Resolved ).
Export-> Get the details of all the Service Tickets whose status is mentioned in the
 Import Parameter..
So please let me know of the FM/BAPI to achieve this task.
thanks in advance.
Regards,
Amit.

Hi Amit,
You can use FM
'CRM_SERVICE_PROCESSES_SEARCH'
Here in 'Export' Parameter:: STATUS specify the status required
Parameter: FROM and TO for dates.
and collect the result from Import parameter: BUSINESS_PROCESSES_LIST
Best Regards,
Pratik Patel
Reward with Points!

Save the service ticket in the ICWC

Hi,
I want to throw a message in the ICWC when the service ticket is trying to save in the ICWC without giving any one of the classifications of service ticket.
Can anydody please help me where i can put the conditions to throw the message before saving the service ticket.
Thanks & Regards,
Suresh Babu Gade

Hi Suresh,
Did you tried to implement the ORDER_SAVE Badi..for your scenario...
please check...
Regards,
Raghu

Very slow start when initially entering the service ticket in Web UI (2007)

We seem to encounter a very slow start when initially entering the service ticket in Web UI (2007). Once in all seems speedy enough. I don't have my access arrange for the Service marketplace (OSS notes) yet so can't check if there is a known solution, which I suspect there is. Has anyone encountered this problem and possibly resolved it?.
Jason.

Previous posts have highlighted the following notes:
1048388 General Performance improvements of BSP transactions
1162605 Network performance for CRM 2007 Webclient
1162685 SAP CRM 2007 Webclient Performance
821045 Poor performance of MIME objects in BSP pages
581316 BSP Delta-Handling for CRM (BASIS 620 SP17)
However, I was wondering whether anyone has come across any other small changes that may have a major effect. A quick-win I guess you call it. From bitter experience I know there are rarely quick wins when it comes to optimisation due to the amount of re-testing etc.
But any further advice would be welcome.
Jas.

Combine the Service Ticket View and the Survey

Dear experts,
I need to display the survey within the Service ticket View. Can you please guide me through the steps to achieve the same?
Thanks,
Kanthimathi

Hi there,
Am just copy and pasting this link.. Some one has explained this procedure in the forums.As I am not sure how to give you the link of the thread, am just copy and pasting it here.
The Attachments assignment block is a re-use component. These re-use components can be integrated into all business transaction components, and as such also in the interaction record. You need to carefully check how the component GS_CM is integrated into component BT111H_OPPT.
1. Define your own enhancement for the interaction record component ICCMP_BT_INR
2. Definition of component usage for GS_CM in the runtime repository editor of the enhanced ICCMP_BT_INR component:
Component Usage: CUGSCM (compare with the component usage in BT111H_OPPT)
3. Enhance the component controller class CL_ICCMP_BT_BSPWDCOMPONE6_IMPL, method WD_USAGE_INITIALIZE
This method binds the context node(s) of the re-use component to the corresponding context node(s) of the main component ICCMP_BT_INR
Sometimes this is easy and binding can happen between 2 BTADMINH nodes for example. In case of the Attachment assignment block a custom controller is used, which makes it more complicated.
Example for BT111H_OPPT
Attachments
WHEN 'CUGSCM' OR 'CUGSCM_DET'.
CALL METHOD iv_usage->bind_context_node
EXPORTING
iv_controller_type = cl_bsp_wd_controller=>co_type_custom
iv_name = 'BT111H_OPPT/CUGSCMCuCo'
iv_target_node_name = 'CMBO'
iv_node_2_bind = 'CMBUSOBJ'.
IF gv_ppm_flag = abap_true.
CALL METHOD iv_usage->bind_context_node
EXPORTING
iv_controller_type = cl_bsp_wd_controller=>co_type_custom
iv_name = 'BT111H_OPPT/CUGSCMCuCo'
iv_target_node_name = 'ATTRIBUTES'
iv_node_2_bind = 'ATTRIBUTES'.
ENDIF.
4. Create custom controller in the enhanced ICCMP_BT_INR component, similar to BT111H_OPPT/CUGSCMCuCo.
You can re-use the opportunity custom controller, and just copy the code above into the WD_USAGE_INITIALIZE method of the interaction record component.
However, to have more clean code it would be better to define your own custom controller in the interaction record component.
5. Enhance the interaction record viewset to display the newly linked re-use component.
ICCMP_BT_INR/InrViewSet. You will probabily need to create a new viewarea and tablinks, and navigational links in the runtime repository.
hope that helps,
Sreekanth

BI Reporting Categorization levels in the service ticket RSA5

CRM 5.0
We have created a 2 level categorization for our ICWC with values created in the category modeler. In the ICWC user can fill in category 1 & category 2 (GOOD)
But in RSA5 in running the BI extract 0CRM_SRV_PROCESS_H
The extract only appears to hold the category 2 data.
If we create a service ticket and only fill in category 1 (leave category 2 blank) then the category 1 data is in the extract.
How do obtain both level 1 & 2 data for BI reporting? Points to be given.

Hi Glenn,
The reason why is because the second level is stored with the first level concatenated to the second level. I'll clarify this.
The configuration of the catalog/codes is like this:
Level 1
C_1 Hardware
C_2 Software
Level 2
D_1 Printers
D_2 Screens
D_3 Mouse
D_4 Windows
D_5 Office
Via the Category Modeler the following hierarchy is created:
C_1
   |__D_1
   |__D_2
   |__D_3
C_2
   |__D_4
   |__D_5
If you look at the technical code, the level 2 is stored like this: C_1:D_4 in the service ticket
To make a reconsiliation of both levels in BW I believe you should transfer the following tables to BW
CRMC_ERMS_CAT_CA
CRMC_ERMS_CAT_CD
CRMC_ERMS_CAT_CL
CRMC_ERMS_CAT_CT
These tables contain the technical code + Description of the categories.
When you make the BW report, you need to read the category, split it by the ":" and rebuild the levels yourself based on the tables.
hope this helps.
Micha

To unlock the service ticket

Hi all,
we are using ICWC we are facing a problem that when the enduser is creating the ST after that when he opens that same ticket it is showing an error that ST is locked by the user XXX
Regards,
V.Sekhar.

Hi,
The service ticket edit is controlled by the partner function Agent responsible and only one person can work at a time on the ticket .
if i understand correctly you want the ticket to be simultaneously edited by both the expert and the Agent this will happen only when the agent goes in display and then comes back in edit mode. for providing display as well as edit authorisation you will need to add it in the agent role.(Basis help needed)
hope this helps
Regards
Raj

Changing Date and Time of the Service Tickets.

Dear All,
                  I am implementing a program where i need to change the date and time of incoming service tickets which comes after 6 PM to next day 9 AM. Also if the next day is holiday then it should preset to day after tomorrow's 9 AM.
                  Is there any std. FM to present for this? How should i take care of the Holidays coming. Kindly give a brief idea about the scenario and how the above mentioned functionality can be implemented.
                  Rewards Points for all helpful answers.
Regards,
Vinayak

Hey Vinayak,
I had similar requirement... i had almost fulfilled the requirement but till then the project got scrapped...
I will give you the brief idea on how to go about the whole thing....
You can use this FM to satisfy your requirement.....
CALL FUNCTION 'HOLIDAY_GET'
        EXPORTING
          holiday_calendar           = 'XH'
          factory_calendar           = 'XF'
          date_from                  = lw_frm_date
          date_to                    = sy-datum
        TABLES
          holidays                   = lit_holidays
        EXCEPTIONS
          factory_calendar_not_found = 1
          holiday_calendar_not_found = 2
          date_has_invalid_format    = 3
          date_inconsistency         = 4
          OTHERS                     = 5.
For this you need to create factory calendar and holiday calendar.....This can be done in SPRO path.. Just search for the keywords in SPRO IMG....
You need to do some coding for this and use FM CRM_ORDER_MAINTAIN followed by CRM_ORDER_SAVE to get this thing done which will eventually change the end date of the ticket....
I think you are well briefed on how to go about it from now.....
Inspire ppl by rewarding...
Regards,
Anand..

Change the status of the service ticket in crmd_order

Hi,
i want to change the status of the ticket with out changing manually in the transcation crmd_order.
I need the program to change the status based on transction number(service ticket number)
Please guide me is there any FM to get that.
Thanks in advance,
Suresh

Got the solution:-)
It is defined in customization that when the status is closed, no changes can be done. So by removing that customization my code works both for both closed and open charms.
Thanks,
vinod.

Finishing the service ticket....

I have had a problem with my buried phone line. Verizon moved a pole some years ago and my phone cable is coming out of the ground 4 feet away from the pole. So everytime the house next door has their grass cut in front of their house my line gets cut. This has been brought to Verizon's attention numerous times and yet the problem still exists. How can you move a pole and not fix a wire. Last month a Verizon repair man was at my house fixing my dead phone line. He made note of the problem and explained to me that a lineman needs to fix this issue, but yet Verizon has no record of any such problem or notation of this. I have two lines in my house and only one keeps going down ALL THE TIME. And my DSL service happens to be on the line that keeps going down. GO FIGURE! So maybe we should finish the ticket and fix the problem....

=> A service product "INVESTIGATION" has to be created.

Routing of emails with valid Service Ticket Tracking Text

Hi Experts,
System: SAP CRM 2007 (ERMS)
If an email is send to the ERMS system with a valid Service Ticket Tracking Text, based on the rule:
If
Service Ticket Responsible Is Not Equal To ""
Then
Route to Service Ticket Responsible ( Route To (On Exception) = "" )
The email can be routed to the Service Ticket Responsible of the Service Ticket or a default org.
My requirement is to route the email with a valid Service ticket tracking text to the Responsible Org (Service Employee Group) of the Service Ticket.
How can this be made possible. Can any one guide me with the Steps.
Regards,
Namita
Edited by: Namita Singh on Jul 10, 2009 8:42 AM

Hi Namita,
I was trying to simulate your condition and i thought the following could be useful to you.
You validate your tickets based on "Text" for them to be put into the ERMS --(Is it true?)
and then you want the service ticket responsible org to be intimated about the ticket
while selecting the action/parameters --> You will need to add the entry Route E-mail , this will give you the organization unit object .
At the back end in the service manger profile the service id for this is -->AH_ROUTE and the class is CL_CRM_ERMS_AH_ROUTE
There should be an enhancement written in this class for the identification of the Responsible org unit partner function org so that it gets identified as the org to be intimated about the ticket.
The other way is to add the service FG_SVCTKT to your service manger profile(guess it should be the default one) so that then you can check for the Actions/parameters to assign the partner function holding the responsible org data.
Hope this helps
Regards
Raj

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?
Which customizing steps need to be done?
Thank you very much in advance.
Best reagrds
Ahmed Hadi
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.
Best regards,
John

Automatic Routing in the Service Ticket

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